get your best practices in order-itsm and your organization

52
Get Your Best Practices in Order: ITSM and Your Organization Nasser El-Batal

Upload: global-knowledge-canada

Post on 15-Jan-2015

775 views

Category:

Education


0 download

DESCRIPTION

Choose the right solution within the ITSM Program Scope and dive deeper into ITIL, COBIT and TOGAF with this enlightening presentation. Consider challenges, critical success factors and risks as well.

TRANSCRIPT

Page 1: Get your best practices in order-ITSM and Your Organization

Get Your Best Practices in Order:

ITSM and Your Organization

Nasser El-Batal

Page 2: Get your best practices in order-ITSM and Your Organization

2 © Copyright Ahead Technology Inc. All rights reserved

Attendee Information

Open and hide your control

panel with orange arrow

Join audio:

• Choose “Mic &

Speakers” to use VoIP

• Choose “Telephone” and

dial using the information

provided

Submit questions and

comments via the Questions

panel

Note: Today’s presentation

is being recorded and will be

provided

Page 3: Get your best practices in order-ITSM and Your Organization

3 © Copyright Ahead Technology Inc. All rights reserved

Presenter

Nasser El-Batal

Page 4: Get your best practices in order-ITSM and Your Organization

4 © Copyright Ahead Technology Inc. All rights reserved

Trademarks & Recognitions

Page 5: Get your best practices in order-ITSM and Your Organization

6 © Copyright Ahead Technology Inc. All rights reserved

Business Needs (Sample)

Enterprises are under constant pressure to:

- Identify and Deliver business outcome

- Achieve and sustain value creation & benefit realization over time

- Establish appropriate governance model & meet regulatory requirements

- Align & conform to major frameworks and standards

- Establish meaningful Business Relationship Model (BRM)

- Increase and improve

• Customer Satisfaction

• IT Efficiency & Effectiveness

• Stakeholders Communication

- Ensure business and IT collaboration

Page 6: Get your best practices in order-ITSM and Your Organization

7 © Copyright Ahead Technology Inc. All rights reserved

ITSM Program

scope

Initiate

Pla

n

Execu

te

Monitor and Control

Close

Security Mgt

Control and Governance

Maturity

Architecture Financial Control

Service Lifecycle

Other

ITSM STD

QM STD

Choosing the right solution

Page 7: Get your best practices in order-ITSM and Your Organization

8 © Copyright Ahead Technology Inc. All rights reserved

The variety of IT models, standards and best practices must be well understood in order to consider how they can be used together

COBIT

ISO/IEC20000 ISO27001/2

ITIL

Governance

WHAT HOW

SCOPE OF COVERAGE

Others

Understanding Frameworks Relationship & Scope

© 2007 IT Governance Institute. All rights reserved.

www.itgi.org

Enterprise Architecture

Page 8: Get your best practices in order-ITSM and Your Organization

9 © Copyright Ahead Technology Inc. All rights reserved

Make Your Own Framework

ITIL – ISO/IEC20000

The over arching service management framework/standard

Service /process definition, design, transition, implementation and on-going improvement

COBIT as the IT Governance and Controls framework

Business goals cascading IT goals and IT processes

Risk Management

TOGAF

Business Reference Model (BRM).

Enterprise Architecture framework and related domains and components (Business, Information, Application, and Technology), ADM, Content Framework.

ACMM (Architecture Capability), OSIMM (Business Model), AICPA/CICA PMM GAPP (Privacy); etc…

Page 9: Get your best practices in order-ITSM and Your Organization

10 © Copyright Ahead Technology Inc. All rights reserved

TOGAF and Other Management Frameworks

TOGAF

Page 10: Get your best practices in order-ITSM and Your Organization

11 © Copyright Ahead Technology Inc. All rights reserved

TOGAF and Other Management Frameworks

Architecture

Domains,

Development,

Stakeholders’

Management

Guidelines,

Principles,

Baselines,

Targets,

Gaps,

Roadmaps

Risks Mgt,

RACI

Financial

Management

Business and/or

ITIL–Srv Strategy

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

COBIT-GOV

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

COBIT-GOV

Financial Mgt.

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

Financial Mgt.

COBIT-GOV

CMMi

ITIL

Financial Mgt.

ITIL – Chg Mgt

Project

Management

ITIL

Transition Mgt

COBIT-GOV

Page 11: Get your best practices in order-ITSM and Your Organization

12 © Copyright Ahead Technology Inc. All rights reserved

Structure your Program (sample)

Page 12: Get your best practices in order-ITSM and Your Organization

13 © Copyright Ahead Technology Inc. All rights reserved

Goal-Based processes priorities (Sample)

The following Goals Cascade assumes the adherence to the following Business Goals

- Optimization of business process functionality.

• Strengthen the internal processes and process delivery of service provider as an organization until they are prepared to deliver value and effectiveness.

- Customer oriented service culture.

• Evolve a service catalogue and portfolio into services that are clarified, supported and advertised to the stakeholders and customers. Refine and perfect the model for how those services are delivered by service provider and measure how well they are received.

- Stakeholder value of business investments. • Manage and refine the ‘value’ of Service Provider’s services and

the organization.

• Apply every method possible to improve benefits while balancing cost.

Page 13: Get your best practices in order-ITSM and Your Organization

14 © Copyright Ahead Technology Inc. All rights reserved

Benefits of ITSM Implementation Against CMMi

PROCESS MATURITY

Initial (0-0.99)

Defined (2-2.99)

Managed (3-3.99)

Optimized (4-5.00)

Repeatable (1-1.99)

Best practices are followed and automated

Processes are aligned with business objectives

Processes are optimized toward customer service

Continuous improvement

Well-documented overall tool architecture with complete integration in all areas of people, process, and technology

Loosely defined roles

and responsibilities

Processes are

irregular,

undefined, and used

reactively

Manual processes or a

few specific discrete

tools

(pockets/islands)

No internal resources

are allocated to lead

process maturity

effort

Roles and

responsibilities are

assigned

Processes follow a

regular pattern and

are capable of being

repeated

Many discrete tools,

but a lack of central

control

Data stored in

separate locations

Clearly defined and

agreed roles and

responsibilities

Formal ITIL training

plan and schedule

Processes are

documented and

communicated

Consolidated data

retained and used

for trending and

forecasting

Inter and intra process teamwork

Quality-based performance incentives

Processes are monitored and measured

Info is produced from processes to support management decisions.

Integrated toolsets, databases, and processes

Level 2

Level 1

Level 3

Level 4

Level 5 Note:

• Focus on ‘improvements’

• Implementation will focus on control.

• Process design should be ‘integrated’.

Page 14: Get your best practices in order-ITSM and Your Organization

15 © Copyright Ahead Technology Inc. All rights reserved

Assessment Results (Sample)

Page 15: Get your best practices in order-ITSM and Your Organization

16 © Copyright Ahead Technology Inc. All rights reserved

Assessment Overview (Sample)

Page 16: Get your best practices in order-ITSM and Your Organization

17 © Copyright Ahead Technology Inc. All rights reserved

High Level Roadmap (Sample)

Page 17: Get your best practices in order-ITSM and Your Organization

18 © Copyright Ahead Technology Inc. All rights reserved

Establish an Enterprise Architecture Framework to guide, inform and accelerate Service Management projects and initiatives.

Develop a governance model for managing the Enterprise Architecture with corresponding RACI charts and an Enterprise Architecture Compliance model.

Formalizing the Service Management Plan & roadmap as part of the first steps in implementing a service management culture.

Build an ITSM Business Relationship Management framework.

Adopt and refine a service delivery model for shared services.

Define, select and implement an integrated IT Service Management tool.

Modify job descriptions to match changes to roles as an effect of introducing the new governance models.

Train staff in the industry frameworks and new/changed processes.

Introduce a Continual Service Improvement program across Service provider’s organization

Recommendations (Sample)

Page 18: Get your best practices in order-ITSM and Your Organization

19 © Copyright Ahead Technology Inc. All rights reserved

Important Considerations to the Approach

Page 19: Get your best practices in order-ITSM and Your Organization

20 © Copyright Ahead Technology Inc. All rights reserved

Establish Organizational Governance Structure

Page 20: Get your best practices in order-ITSM and Your Organization

21 © Copyright Ahead Technology Inc. All rights reserved

Use Project Management Framework

Project Management provides the method, tools and techniques to plan, realize and deliver new or updated initiatives and improvement projects

The discipline of planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives in terms of quality, cost and time

Page 21: Get your best practices in order-ITSM and Your Organization

22 © Copyright Ahead Technology Inc. All rights reserved

Follow Continual Service Improvement approach

Produce meaningful measurements & metrics.

Monitor and review

Initiate service & process improvement initiatives Develop plans, schedule and allocate resources

Based on realistic measurable targets.

Consider constraints – Time, Money and Resources

Current state baselines, capability & maturity.

Compare with best practice, legislation, policy, etc.

In line with business vision, goals & objectives

What is the ITSM Vision? 1

How do we confirm milestones have been reached?

How do we get where

we want to be?

Where do we want to be?

Where are we now? 2

3

4

5

Crown Copyright 2007. Reproduced under license from OGC

How do we

keep the momentum

going?

6 Communicate and recognize good

work. Foster a service

management culture Ongoing CSI

1-6 months

1-3 years

Page 22: Get your best practices in order-ITSM and Your Organization

23 © Copyright Ahead Technology Inc. All rights reserved

Be aware of Implementation Impact Areas

Implementation has an impact on many parts of the IT organization

Process re-engineering changes everything…

Crown Copyright 2007. Reproduced under license from OGC

PROCESS

PEOPLE MANAGEMENT

TECHNOLOGY

• Single Point of Accountability

• Logical Group of Activities

• Cross Departmental

• Defined Procedures

• Repeatable, Consistent

• Global Standards

• Enhanced Skills

• Multi-Functional Teams

• Values/Beliefs

• Cultural Biases

• Training

• Career Development

• Mgmt. Commitment

• Mgmt. Participation

• Compensation / Rewards

• Values / Beliefs

• Coaching / Enabler

• Career Opportunities

• Organizational Design

• Teamwork Enabled

• Service Management Tools

• Integrated Data Sharing

• Knowledge Management

• Management Information

Page 23: Get your best practices in order-ITSM and Your Organization

24 © Copyright Ahead Technology Inc. All rights reserved

Challenges, Critical Success

Factors and Risks

Page 24: Get your best practices in order-ITSM and Your Organization

25 © Copyright Ahead Technology Inc. All rights reserved

Critical Success Factors

Understand Business and IT strategy and goals

Securing Management commitment and Involvement

Understand your stakeholders, their impact and view points

Establish your Business Case

Ensure sufficient program funding

Allocate knowledgeable resources at the right level with proper RACI R&R mapping

Identify the program road map and CSFs

Page 25: Get your best practices in order-ITSM and Your Organization

26 © Copyright Ahead Technology Inc. All rights reserved

Critical Success Factors

Ensure Program Owner/Champion, Service Owner and Business Relationship Managers roles are in place

Adoption, definition and design relevant ITSM processes

Have the right tools to support your program

Establish a knowledge transfer program

Page 26: Get your best practices in order-ITSM and Your Organization

27 © Copyright Ahead Technology Inc. All rights reserved

Challenges / Risks

Working under pressure and in reactive mode will impact your benefit realization

Managing behavioral and cultural change

Lack of understanding of the roles and responsibilities – bad RACI

Inadequate resources, budget and time

Lack of information, monitoring and measurements to understand current status

Inappropriate tools and technologies

Unstructured implementation approach, even though we have a plan!!

Page 27: Get your best practices in order-ITSM and Your Organization

28 © Copyright Ahead Technology Inc. All rights reserved

Challenges / Risks

Mis-understanding business strategy and/or requirement

Lack of understanding how ITSM enables and supports business services and processes

Over-ambitious goals

“Tool” approach to Implementing ITSM

Page 28: Get your best practices in order-ITSM and Your Organization

29 © Copyright Ahead Technology Inc. All rights reserved

TOGAF® 9.1

Page 29: Get your best practices in order-ITSM and Your Organization

30 © Copyright Ahead Technology Inc. All rights reserved

The Open Group Architecture Framework

(TOGAF) is an important enabler and a framework

for delivering Enterprise Architecture

TOGAF consists of a framework for categorizing

what you need to capture about the enterprise

and a definitive and proven step-by-step method,

called the Architecture Development Method

(ADM), for developing, implementing, and

maintaining the enterprise architecture.

What is TOGAF®?

Page 30: Get your best practices in order-ITSM and Your Organization

31 © Copyright Ahead Technology Inc. All rights reserved

TOGAF Architecture Domains

Enterprise Architecture Perspectives - Business architecture

• Describes the processes the business uses to meet its goals. It

links strategy formulation to strategy implementation.

- Application architecture • Describes how specific applications are designed and how they

interact with each other.

- Data architecture • Describes the enterprise's logical and physical data resources and

how the data is managed.

- Technical architecture • Describes the hardware and software infrastructure that supports

the business processes, applications, and their interactions.

Page 31: Get your best practices in order-ITSM and Your Organization

32 © Copyright Ahead Technology Inc. All rights reserved

TOGAF 9.1 - The Big Picture

TOGAF Enterprise Continuum & Tools

TOGAF ADM & Content Framework

TOGAF Capability Framework

Part II Architecture Development Method

Part VII Architecture Capability Framework

Part V Enterprise Continuum & Tools

Part III ADM Guidelines & Techniques

Part IVArchitecture

Content Framework

Part VI TOGAF Reference Models

Bu

sin

ess V

isio

n a

nd

Dri

vers

Bu

sin

ess C

ap

ab

ilit

ies

Informs the Business

of the current state

Ensures Realization

of Business Vision

Informs the

capability

Refines

Understanding

Business needs

need into method

Delivers new

business solutions

Operational changes

cause updates

Sets targets,

KPIs, budgets for architecture roles

Drives need

for Architecture Capability Maturity

Page 32: Get your best practices in order-ITSM and Your Organization

33 © Copyright Ahead Technology Inc. All rights reserved

TOGAF 9.1 Components

Page 33: Get your best practices in order-ITSM and Your Organization

34 © Copyright Ahead Technology Inc. All rights reserved

The Heart of TOGAF (the ADM Process)

The Architecture Development

Method.

Page 34: Get your best practices in order-ITSM and Your Organization

35 © Copyright Ahead Technology Inc. All rights reserved

Capability-Based Planning (Increments & Dimensions)

Capability

Capability Increment Capability Increment Capability Increment

People Dimension

Individual Training

Collective Training

Professional

Development

Process Dimension

Concepts

Business Processes

Information Management

Material Dimension

Infrastructure

Information Technology

Equipment

Page 35: Get your best practices in order-ITSM and Your Organization

36 © Copyright Ahead Technology Inc. All rights reserved

Using ADM for Capability-Based Planning

Capability

(outcome-oriented)

Capability Increment Capability Increment Capability Increment

Building Blocks

(Deliverables)

Corporate Strategic Plan

Business Transformation

Goals and Objective

Manages & Creates

Consists of

Designates

Architecture

Vision

(Phase A)

Basis

for Corporate Project

Portfolios

Architecture

Definition

(Phase B, C, D)

Work

Packages Corporate Project

(across Portfolios)

Transition

Architecture

(Phase E, F)

Corporate Project

Increments

(across Portfolios)

Architecture

and Solution

Building Blocks

Basis

for Capability Increment

Solutions

Work

Packages

Basis

for

Basis

for

All deliver

Broken

down into

Consist of

Page 36: Get your best practices in order-ITSM and Your Organization

37 © Copyright Ahead Technology Inc. All rights reserved

EA - Stand-alone or Complementary

Zachman Framework

Federal Enterprise Architecture Framework

Other Frameworks

Support or

Guidance

DoD Architecture Framework

TOGAF 9.1

Page 37: Get your best practices in order-ITSM and Your Organization

38 © Copyright Ahead Technology Inc. All rights reserved

ITIL®

Service Lifecycle

Page 38: Get your best practices in order-ITSM and Your Organization

39 © Copyright Ahead Technology Inc. All rights reserved

What is ITIL®

The most widely accepted Framework of IT service management in the world.

Provides a cohesive set of best practice, drawn from the public and private sectors internationally.

Supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools – (Cabinet Office).

Provides a set of guidance for defining, strategizing, designing, transitioning and implementing integrated set of phases and processes covering the entire ITSM service lifecycle.

Page 39: Get your best practices in order-ITSM and Your Organization

40 © Copyright Ahead Technology Inc. All rights reserved

ITIL® Service Lifecycle (Core Guidance)

ST BTI

Controls

ELS

CSI Improve

KPIs

Metrics

SO Delivery

D2D Mgt

SD STAMP

PPPP

SS Vision

Outcome

Value

Serv.

Desk

Tech.

Mgt

Ops.

Mgt

App.

Mgt

Chartered

Service

Service

Design

Package

Early

Life

Support Performance

Reports

Service

Improvement

Plan

Service Lifecycle

Phases

Functional

Groups

Pro

cesses

Page 40: Get your best practices in order-ITSM and Your Organization

41 © Copyright Ahead Technology Inc. All rights reserved

ITIL® Service Lifecycle – Big Picture

Page 41: Get your best practices in order-ITSM and Your Organization

42 © Copyright Ahead Technology Inc. All rights reserved

COBIT® 5

Page 42: Get your best practices in order-ITSM and Your Organization

43 © Copyright Ahead Technology Inc. All rights reserved

What is COBIT?

Control Objectives for Information and Related

Technology (COBIT) is a framework created by

ISACA for information technology (IT)

management and IT governance.

It is a supporting toolset that allows managers to

bridge the gap between control requirements,

technical issues and business risks.

Page 43: Get your best practices in order-ITSM and Your Organization

44 © Copyright Ahead Technology Inc. All rights reserved

COBIT 5 Principles

Page 44: Get your best practices in order-ITSM and Your Organization

45 © Copyright Ahead Technology Inc. All rights reserved

Principle 1: Meeting Stakeholder Needs

Page 45: Get your best practices in order-ITSM and Your Organization

46 © Copyright Ahead Technology Inc. All rights reserved

Principle 2: Covering the Enterprise End–to–End

Governance Enablers

comprising:

• The organizational

resources for governance

• The enterprise’s

resources

• A lack of resources or

enablers may affect the

ability of the enterprise to

create value

Governance Scope

comprising

• The whole enterprise

• An entity, a tangible

or intangible asset,

etc.

Page 46: Get your best practices in order-ITSM and Your Organization

47 © Copyright Ahead Technology Inc. All rights reserved

Principle 3: Applying a Single Integrated Framework

Enablers provide

structure to the

COBIT 5

knowledge base

Page 47: Get your best practices in order-ITSM and Your Organization

48 © Copyright Ahead Technology Inc. All rights reserved

Principle 4: Enabling a Holistic Approach

Page 48: Get your best practices in order-ITSM and Your Organization

49 © Copyright Ahead Technology Inc. All rights reserved

Principle 5 - Governance and Management Defined

Page 49: Get your best practices in order-ITSM and Your Organization

50 © Copyright Ahead Technology Inc. All rights reserved

Governance ensures that stakeholder needs, conditions and options are:

- Evaluated to determine balanced, agreed-on enterprise objectives to be achieved

- Setting direction through prioritization and decision making

- Monitoring performance, compliance and progress against agreed direction and objectives (EDM)

Management plans, builds, runs and monitors activities in alignment with the direction set by the governance body to achieve the enterprise objectives (PBRM)

Principle 5: Separating Governance from Management

Page 50: Get your best practices in order-ITSM and Your Organization

51 © Copyright Ahead Technology Inc. All rights reserved

COBIT 5 Process Reference Model

Page 51: Get your best practices in order-ITSM and Your Organization

52 © Copyright Ahead Technology Inc. All rights reserved

Skills Framework Certification Programs

Consult your Global Knowledge Representative

Page 52: Get your best practices in order-ITSM and Your Organization

53 © Copyright Ahead Technology Inc. All rights reserved

Thank You.

Questions!?