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IT Service Management Toolkit

                                    IT
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                                                                               6∂

                                                                           IT S
                                                                               CM




                                                                                                     Mi
                                                                      iS          M
                                                                  C MM




                                                                                                   CM

                        The Tools
                        Why IT Service Management?
Why IT Service
    Management
The Tools
    ITIL                • Better align IT with business requirements
    COBIT
    MOF
    ISO 20000
    CMMi
                        • Improved IT governance
    ITSCMM
    Six Sigma
    CMMi for Services   • Reduce cost of IT service provision
The Instructions
The Resources

                        • Because everyone else is




                                                                                                          1
The Tools
                        IT Service Management – One Difficulty
Why IT Service
    Management
The Tools
    ITIL
    COBIT
    MOF
    ISO 20000
    CMMi
    ITSCMM
                                             Responding to Service Disruptions
    Six Sigma




                                                                                        Application
    CMMi for Services




                                                  Windows




                                                                            Database
                                 Network
The Instructions




                                                                Unix
The Resources
                                           Performing Production System Changes



                                                Planning for Capacity Needs




                        The Tools
                         ITIL                       Information Technology Infrastructure Library
Why IT Service
    Management
The Tools
    ITIL                 COBIT                      Control Objectives for Information Technology
    COBIT
    MOF
    ISO 20000
    CMMi                 MOF                        Microsoft Operations Framework
    ITSCMM
    Six Sigma
    CMMi for Services
The Instructions         ISO 20000                  International Standards Organization 20000
The Resources



                         CMMi                       Capability Maturity Model Integration


                         ITSCMM                     Information Technology Service CMM


                         6∂                         Six Sigma


                         CMMi for Services CMMi for Services




                                                                                                      2
The Tools
                        Guidance Classification
Why IT Service
    Management
The Tools
    ITIL




                                                         deep
    COBIT
    MOF                                                                     MOF
    ISO 20000
    CMMi                                                                    CMMi


                                        Coverage depth
    ITSCMM
                                                                                         ITIL
    Six Sigma
    CMMi for Services                                                                             CMMiS
The Instructions
The Resources
                                                                                                          COBIT



                                                                                       ITSCMM


                                                                                       ISO 20000
                                                         flat




                                                                6∂
                                                                            IT process coverage
                                                                narrow                               broad




                        The Tools
                        ITIL – IT Infrastructure Library
Why IT Service
    Management
The Tools
                         Service                                                    Security
    ITIL
                         Support                                 Service           Management
    COBIT
                                                                 Delivery
    MOF
    ISO 20000
    CMMi
    ITSCMM
    Six Sigma
    CMMi for Services
The Instructions
                         Introduction




The Resources
                            to ITIL




                                                                                                        Business
                                                                                                    Perspective Vol 1
                                                                                                          (2)


                                                                                                             Planning to
                                                                       ICT                                   Implement
                                                                 Infrastructure       Software                   ITIL
                         Application                              Management           Asset
                         Management                                                  Management




                                                                                                                           3
The Tools
                        ITIL – Service Support Book
Why IT Service
    Management
The Tools
    ITIL                Service Desk
    COBIT
    MOF
    ISO 20000
    CMMi
                        Incident Management
    ITSCMM
    Six Sigma
    CMMi for Services   Problem Management
The Instructions
The Resources

                        Change Management


                        Release Management


                        Configuration Management




                        The Tools
                        ITIL – Service Delivery Book
Why IT Service
    Management
The Tools               Service Level Management
    ITIL
    COBIT
    MOF
    ISO 20000
                        Availability Management
    CMMi
    ITSCMM
    Six Sigma           Capacity Management
    CMMi for Services
The Instructions
The Resources
                        IT Service Continuity Management




                                                           4
The Tools
                        ITIL – IT Infrastructure Library
Why IT Service
    Management
The Tools
                        Security Management
    ITIL
                        Managing a defined level of security for information and IT
    COBIT
                        Services
    MOF
    ISO 20000
    CMMi
    ITSCMM              Software Asset Management
    Six Sigma           This book describes best practices for managing software and
    CMMi for Services   software licensing
The Instructions
The Resources
                        Application Management
                        This book covers the life cycle of software development from initial requirement, enhancement,
                        defect through development, testing, release (via Release Management) support and archival.


                        ICT Infrastructure Management
                        This book details best practices for managing the IT infrastructure.


                        All of these books overlap with more than one of the ITIL Service Support or Service
                        Delivery processes.




                        The Tools
                        COBIT – Control Objectives for IT
Why IT Service
    Management
The Tools
    ITIL
    COBIT
    MOF
    ISO 20000
                                             Executive Summary
    CMMi
    ITSCMM
    Six Sigma
    CMMi for Services
The Instructions
The Resources                                                                                  Implementation Tool Set

                                                   Framework:
                                           High Level Control Objectives


                         Management                Detailed Control
                                                                               Audit Guidelines
                          Guidelines                 Objectives




                                                                                                                         5
The Tools
                        COBIT – Control Objectives for IT
Why IT Service
    Management
The Tools
                                                                                        Business
    ITIL
    COBIT
    MOF
                                                                    Requirements                           Information
    ISO 20000                                                                               IT
    CMMi
    ITSCMM
                                                                                        Processes
                                                                                                                    is contro
    Six Sigma                                                                                                                 lle   d by
    CMMi for Services
                                                                                                                                                      Control
                                                                                   by
                                                                             re
                                                                               d                                                                     Objectives




                                                                                            made ef ith
The Instructions




                                                                                            efficient
                                                                           su
The Resources                                                            ea




                                                                                                                                                            implemen
                                                                                                                    is
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                                                                        rm
                                                      for outcome
                                            an




                                                                             at
                                       rm




                                                                                ur
                                                                                  ity      Activity                         Audit                          Control
                                       fo
                                     er
                                rp




                                                                                           Goals                          Guidelines                      Practices
                                fo




                              Key                    Key
                                                                                    Maturity
                          Performance                Goal
                                                                                    Models
                           Indicators             Indicators




                        The Tools
                        COBIT – Developed with a Top Down Approach
Why IT Service
    Management
The Tools
    ITIL
    COBIT                        Domains                                                                                 Plan and Organize (PO)
    MOF
    ISO 20000                                                                                                 4          Acquire and Implement (AI)
    CMMi                                                                                                                 Deliver and Support (DS)
    ITSCMM
    Six Sigma
                                                                                                                         Monitor and Evaluate (M)
    CMMi for Services
The Instructions
The Resources
                                 Processes

                                                                                                                   34


                                 Activities
                                                                                                                   318




                                                                                                                                                                          6
The Tools
                        COBIT – Process Domains
Why IT Service
    Management
The Tools
                        Plan and Organize (PO)
    ITIL
                        This domain covers strategy and tactics, and concerns the identification of the way that IT can best
    COBIT
                        contribute to the achievement of the business objectoves.
    MOF
    ISO 20000
    CMMi
    ITSCMM              Acquire and Implement (AI)
    Six Sigma           This domain covers the identification, development, acquisition, implementation, integration and
    CMMi for Services   maintenance of IT solutions
The Instructions
The Resources
                        Delivery and Support (DS)
                        This domain covers the actual delivery of required services including service delivery, management
                        of security and continuity, service support for users, and the management of data and operational
                        facilities.


                        Monitor and Evaluate (ME)
                        This domain covers performance management and monitoring of internal control, regulatory
                        compliance and governance.




                        The Tools
                        COBIT – Deliver and Support (DS) Domain
Why IT Service
    Management
The Tools
                        DS1 –      Define and Manage Service Levels
    ITIL
    COBIT
                        DS2 –      Manage Third Party Services
    MOF                 DS3 –      Manage Performance and Capacity
    ISO 20000           DS4 –      Ensure Continuous Service
    CMMi                DS5 –      Ensure Systems Security
    ITSCMM
                        DS6 –      Identify and Allocate Costs
    Six Sigma
    CMMi for Services
                        DS7 –      Educate and Train Users
The Instructions        DS8 –      Manage Service Desk and Incidents
The Resources           DS9 –      Manage the Configuration
                        DS10 –     Manage Problems
                        DS11 –     Manage Data
                        DS12 –     Manage the Physical Environment
                        DS13 –     Manage Operations




                                                                                                                               7
The Tools
                        MOF – Microsoft Operations Framework
Why IT Service
    Management
The Tools               Publication      Description
    ITIL                MOF              Business value of MOF, why organizations
    COBIT               Executive        should adopt MOF, road map to adoption.
    MOF                 Overview
    ISO 20000
                        MOF Process      High-level discussion of the MOF Process Model,
    CMMi
                        Model for        how it relates to the other models and disciplines,
    ITSCMM
                        Operations       and implementation scenarios.
    Six Sigma
    CMMi for Services   MOF Team         High-level discussion of the MOF Team Model,
The Instructions        Model for        how it relates to the other models and disciplines,
The Resources           Operations       and implementation scenarios.
                        MOF Risk         Detailed discussion of the MOF Risk
                        Management       Management Discipline and its importance to an
                        Discipline for   IT organization.
                        Operations
                        MOF service      Detailed discussion of each service management function (SMF) as described in the
                        management       MOF Process Model for Operations paper. Also discusses in detail the relationship
                        function         between the SMFs, the other MOF models, and the Information Technology
                        (SMF) guides     Infrastructure Library (ITIL) disciplines.
                        Operations       Detailed discussion about the four operational management reviews, what they consist
                        management       of, and how they are conducted.
                        review (OMR)
                        guides




                        The Tools
                        MOF – Microsoft Operations Framework
Why IT Service
    Management
The Tools               MOF principles and guidance are also organized around three core
    ITIL
                        models, which are each manifested within the individual service
    COBIT
    MOF                 management functions (SMFs). These three models:
    ISO 20000
    CMMi
    ITSCMM
                        • MOF Team Model
    Six Sigma
    CMMi for Services   • MOF Process Model
The Instructions
                        • MOF Risk Model
The Resources




                                                                                                                                8
The Tools
                        MOF – Team Model
Why IT Service
    Management
The Tools
    ITIL
                                                                                    Team              Quality Goal
    COBIT
    MOF                                                                             Release           Release and change management
    ISO 20000
    CMMi                                                                            Infrastructure    Management of physical
    ITSCMM
                                                                                                      environments and infrastructure
                                                                                                      tools
    Six Sigma
    CMMi for Services                                                               Support           Quality customer support and a
The Instructions                                                                                      service culture
The Resources                                                                       Operations        Predictable, repeatable, and
                                                                                                      automated system management
                                                                                    Partner           Mutually beneficial relationships with
                                                                                                      service and supply partners
                                                                                    Security          Protected corporate assets,
                                                                                                      controlled access, and proactive
                                                                                                      security planning


                         For each team role cluster, the MOF team model defines:
                         • activities and processes
                         • typical ways in which these role clusters and responsibilities are identified in a production environment
                         • common requirements for specialists within the role




                        The Tools
                        MOF – Process Model
Why IT Service
    Management
The Tools
    ITIL
    COBIT
    MOF
    ISO 20000
    CMMi
    ITSCMM
    Six Sigma
    CMMi for Services
The Instructions
The Resources
                                             Service Management Functions
                                             Operations Management Reviews
                                             MOF Team Role Clusters




                                                                                                                                               9
The Tools
                        MOF – Process Model
Why IT Service
    Management
The Tools
    ITIL
                                                   Changing Quadrant
    COBIT
    MOF
    ISO 20000
    CMMi
    ITSCMM                Service Management Functions
    Six Sigma             • Change Management
    CMMi for Services     • Configuration Management
The Instructions
                          • Release Management
The Resources



                          Operations Management Reviews
                          • Change Initiation Review
                          • Release Readiness Review


                          MOF Team Role Clusters
                          • Release Role Cluster




                        The Tools
                        MOF – Risk Model
Why IT Service
    Management
The Tools
    ITIL
    COBIT
    MOF
    ISO 20000
    CMMi
    ITSCMM
    Six Sigma
    CMMi for Services
The Instructions
The Resources




                          • Provides a framework for organizations to identify, categorize, and manage
                            risks proactively and continuously

                          • Formalized, in order to ensure that team members are continually alert to the
                            potential for risks that might result from IT activities




                                                                                                            10
The Tools
                        ISO 20000
Why IT Service
    Management          Organizational certification denoting IT service management quality. Must be
The Tools               audited by a certified third party organization. The certificate is good for 3 years.
    ITIL
                        All processes must pass the audit.
    COBIT
    MOF
                        Based on:
    ISO 20000
    CMMi
                        • ISO 9000
    ITSCMM              • BS 15000
    Six Sigma
    CMMi for Services
The Instructions
The Resources
                             Capacity                 Service level management       Information security
                             management                   Service reporting                 management

                             Service continuity &                               Budgeting & accounting
                             availability management                                     for IT services
                                                       Change management
                                                     Configuration management

                                                                                   Business relationship
                               Release                   Incident management               management
                               management
                                                         Problem management        Supplier management




                        The Tools
                        CMMi
Why IT Service
    Management
The Tools                 Capability Maturity Model Integration (CMMi) is a process improvement
    ITIL                  approach that provides organizations with the essential elements of
    COBIT
    MOF
                          effective processes
    ISO 20000
    CMMi                • Used to guide process improvement across a project, a division, or an
    ITSCMM
    Six Sigma
                          entire organization
    CMMi for Services
The Instructions        • Integrates traditionally separate organizational functions
The Resources


                        • Sets process improvement goals and priorities

                        • Provides guidance for quality processes

                        • Provides a point of reference for appraising current processes




                                                                                                                11
The Tools
                        CMMi - Products
Why IT Service
    Management
The Tools               Models cover four disciplines.
    ITIL
    COBIT
    MOF
                        • Systems Engineering (SE)
    ISO 20000
    CMMi                • Software Engineering (SW)
    ITSCMM
    Six Sigma
    CMMi for Services   • Integrated Product and Process Development (IPPD)
The Instructions
The Resources
                        • Supplier Sourcing (SS)




                        Also included are appraisal methods (SCAMPI) and training.




                        The Tools
                        CMMi – Capability Levels
Why IT Service
    Management
The Tools
    ITIL
    COBIT
                        1 – Performed
    MOF                     Process unpredictable, poorly controlled and reactive
    ISO 20000
    CMMi                2 – Managed
    ITSCMM
                            Process characterized for projects and is often reactive
    Six Sigma
    CMMi for Services
The Instructions        3 – Defined
The Resources               Process characterized for the organization and is proactive

                        4 – Quantitatively Managed
                            Process measured and controlled

                        5 – Optimizing
                            Focus on continuous process improvement




                                                                                          12
The Tools
                        CMMi – Processes
Why IT Service
    Management
The Tools
                        Processes are associated with capability levels:
    ITIL
    COBIT
    MOF                 2 – Managed
    ISO 20000                Requirement Management
    CMMi                     Project Planning
    ITSCMM                   Project Monitoring and Control
    Six Sigma                Supplier Agreement Monitoring
    CMMi for Services        Measurement and Analysis
The Instructions             Process and Product Quality Assurance
The Resources
                             Configuration Management




                        The goal is to progress to the desired capability level.




                        The Tools
                        IT Service CMM
Why IT Service
    Management
The Tools
    ITIL                The IT Service Capability Maturity Model, CMM, is a methodology for
    COBIT
    MOF
                        determining where an organization is with its adoption of service
    ISO 20000           management processes and suggests areas for improvement.
    CMMi
    ITSCMM
    Six Sigma
                        The ITSCMM suggests what processes a mature IT service organizations
    CMMi for Services   should have in place.
The Instructions
The Resources
                        The ITSCMM is used to improve the quality of services.




                                                                                               13
The Tools
                        IT Service CMM
Why IT Service
    Management
The Tools
    ITIL                The Service Capability Maturity Model, CMM, is a methodology for
    COBIT
    MOF
                        determining where an organization is with its adoption of service
    ISO 20000           management processes and suggests areas for improvement.
    CMMi
    ITSCMM
    Six Sigma
    CMMi for Services
                                                          contain
The Instructions
                                           Maturity
The Resources
                                           Levels                          organized by
                                                          Key Process
                                                             Areas                           contain
                                                                             Common
                                                          goals
                                                                             Features
                                                                                                 Key
                                                                   commitment
                                                                          ability              Practices
                                                                         activity
                                                                  measurement
                                                                    verification




                        The Tools
                        Six Sigma
Why IT Service
    Management
The Tools               Six Sigma is a statistically-based quality improvement methodology that can be
    ITIL                applied to processes (IT service management).
    COBIT
    MOF
                        Six Sigma is customer based. The customer drives what to improve – the “right”
    ISO 20000
    CMMi                projects are chosen.
    ITSCMM
    Six Sigma           The goal is to achieve a variance from standard of 6 ∂ which is 3.4 defects per
    CMMi for Services
The Instructions
                        million opportunities (chances for defects):
The Resources

                                                         ∂ Defects/Million
                                                         2 308,537
                                                         3 66,807
                                                         4 6,210
                                                         5 233
                                                         6 3.4




                        At 3 ∂ there will be > 65,000 lost bags/million passengers. At 6 ∂ there will be < 4.




                                                                                                                14
The Tools
                        Six Sigma – Core Concepts (DMAIC)
Why IT Service
    Management
The Tools
                        Define:   What are the customer’s expectations of the process?
    ITIL
    COBIT
    MOF                 Measure: What is the rate of occurrence of defects?
    ISO 20000
    CMMi
    ITSCMM
                        Analyze: Why, when and where do the defects occur?
    Six Sigma
    CMMi for Services   Improve: How can the process be fixed?
The Instructions
The Resources
                        Control: How can the process continue to stay fixed (or improve)?

                                                                 Define
                                   Control


                                                                          Measure

                                  Improve
                                                                      Analyze




                        The Tools
                        CMMi for Services
Why IT Service
    Management
The Tools               • The purpose CMMI for Services is to extend the CMMi framework to cover the
    ITIL                  provision of services (IT and other services).
    COBIT
    MOF
                        • Based on CMMi
    ISO 20000
    CMMi
    ITSCMM              • Meant to enhance existing IT service models (ITIL, COBIT)
    Six Sigma
    CMMi for Services
The Instructions
                        • Planned for public release mid 2007.
The Resources




                                                                                                       15
The Tools
                          CMMi for Services – 4 Process Areas
Why IT Service
    Management
The Tools                   Process Management                                                    In CMMI
    ITIL                    •   Organizational Innovation and Deployment (OID)                           √
    COBIT                   •   Organizational Process Definition (OPD)                                  √
    MOF
                            •   Organizational Process Focus (OPF)                                       √
    ISO 20000
    CMMi
                            •   Organizational Process Performance (OPP)                                 √
    ITSCMM                  •   Organizational Service Management (OSM)
    Six Sigma               •   Organizational Training (OT)                                             √
    CMMi for Services
The Instructions
The Resources               Project Management
                            •   Capacity and Availability Management (CAM)
                            •   Integrated Project Management (IPM)                                      √
                            •   Project Monitoring and Control (PMC)                                     √
                            •   Project Planning (PP)                                                    √
                            •   Requirements Management (REQM)                                           √
                            •   Risk Management (RSKM)                                                   √
                            •   Quantitative Project Management (QPM)                                    √
                            •   Service Continuity (SCON)
                            •   Supplier Agreement Management (SAM)                                      √

                            Italicized processes are optional




                          The Tools
                          CMMi for Services – 4 Process Areas
 Why IT Service
      Management
 The Tools                  Service Establishment and Delivery                                    In CMMI
      ITIL                  •   Incident and Request Management (IRM)
      COBIT                 •   Service Delivery (SD)
      MOF
                            •   Service System Development (SSD)
      ISO 20000
      CMMi
                            •   Service Transition (ST)
      ITSCMM
      Six Sigma             Support
      CMMi for Services
                            •   Causal Analysis and Resolution (CAR)                                     √
 The Instructions
 The Resources
                            •   Configuration Management (CM)                                            √
                            •   Decision Analysis and Resolution (DAR)                                   √
                            •   Measurement and Analysis (MA)                                            √
                            •   Problem Management (PRM)
                            •   Process and Product Quality Assurance (PPQA)                             √

                            Each Process is required at a certain maturity level
                            Each Process has a specific purpose
                            Each Process has specific goals and practices as well as generic goals and
                              processes
                            Specific practices support specific goals
                            Specific practices have typical work products and subpractices
                            Italicized processes are optional




                                                                                                             16
The Tools
                        CMMi for Services – Maturity Levels
Why IT Service
    Management            Maturity Level 2
The Tools                 •   Project Monitoring and Control (PMC)             2/10
    ITIL                  •   Project Planning (PP)                            3/14
    COBIT                 •   Requirements Management (REQM)
    MOF                   •   Supplier Agreement Management (SAM)
    ISO 20000
                          •   Incident and Request Management (IRM)
    CMMi
                          •   Configuration Management (CM)
    ITSCMM
                          •   Measurement and Analysis (MA)
    Six Sigma
                          •   Process and Product Quality Assurance (PPQA)
    CMMi for Services
The Instructions
The Resources             Maturity Level 3
                          •   Organizational Process Definition (OPD)
                          •   Organizational Process Focus (OPF)
                          •   Organizational Service Management (OSM)
                          •   Organizational Training (OT)
                          •   Capacity and Availability Management (CAM)
                          •   Integrated Project Management (IPM)
                          •   Risk Management (RSKM)
                          •   Service Delivery (SD)
                          •   Service System Development (SSD)
                          •   Service Transition (ST)
                          •   Decision Analysis and Resolution (DAR)
                          •   Problem Management (PRM)




                        The Tools
                        CMMi for Services – Maturity Levels
Why IT Service
    Management            Maturity Level 4
The Tools                 •   Organizational Process Performance (OPP)
    ITIL                  •   Quantitative Project Management (QPM)
    COBIT
    MOF
    ISO 20000
                          Maturity Level 5
    CMMi                  •   Organizational Innovation and Deployment (OID)
    ITSCMM                •   Causal Analysis and Resolution (CAR)
    Six Sigma
    CMMi for Services
The Instructions
The Resources




                                                                                      17
The Tools
                        ITIL v 3.0
Why IT Service
    Management
The Tools               • Based on ITIL v 2
    ITIL
    COBIT               • Initially, five new book titles – others to come later
    MOF
    ISO 20000
                        • Adds depth to ITIL v 2 guidance




                                                              n
    CMMi




                                                          tio



                                                                          Se
    ITSCMM




                                                          ra
                                                        pe
    Six Sigma           • Heavy focus on service level management




                                                                             rvi
                                                      O
    CMMi for Services




                                                                                 ce
                                                  ice
The Instructions




                                                                                    De
                        • Separates handling of service requests from incident management into a new
                                                         Service


                                                 rv
The Resources




                                                                                       s
                                               Se
                          process area – request management




                                                                                     ign
                                                               Strategy
                        • Identifies the concept of knowledge management

                        • Released May 30, 2007       Service Transition



                                                            Continual
                                                             Service
                                                          Improvement




                        The Tools
                        IT Service Management Step-by-Step (Greg’s Method)
Why IT Service
    Management
The Tools
    ITIL
    COBIT
    MOF
    ISO 20000
    CMMi
    ITSCMM
    Six Sigma
                           Phase I                 Phase II                    Phase III         Phase IV
    CMMi for Services
                           Establish Process       Implement                   Analyze Process   Identify Process
The Instructions
                                                   Process Changes             Metrics           Opportunities for
The Resources              Direction
                                                                                                 Improvement



                          Steps
                              Activities


                              Deliverables




                                                                                                                     18
The Instructions
Why IT Service
    Management
The Tools
                        1.       Become familiar with your tools and their use
    ITIL
    COBIT
    MOF                 2.       Identify ISO 20000 achievement as a goal?
    ISO 20000
    CMMi
    ITSCMM
                        3.       Determine and build a standardized service management process
    Six Sigma                    improvement methodology, using Six Sigma and/or some other
    CMMi for Services            methodology
The Instructions
The Resources
                        4.       Use COBIT to provide high level process governance and metrics

                        5.       Use MOF and ITIL to provide process “best practices” guidance

                        6.       Use ITSCMM or sCMM (CMMi) in order to measure process maturity

                        7.       Continuously improve the processes using the methodology in step 3

                        8.       Monitor changes in the tools available (CMMi for Services and ITIL v 3)




                        The Resources
Why IT Service
    Management
The Tools
                        ITIL –          www.itsmf.com
    ITIL
    COBIT
    MOF                 COBIT –         www.isaca.org
    ISO 20000
    CMMi
                        MOF –           www.microsoft.com/mof
    ITSCMM
    Six Sigma
    CMMi for Services   ISO 20000 -     www.iso.org
The Instructions
The Resources
                        CMM/CMMi - http://www.sei.cmu.edu/cmmi/

                        CMMi for
                        Services -      http://www.sei.cmu.edu/news-at-sei/whats-new/20060320cmmi.htm

                        ITSCMM -        http://www.itservicecmm.org/

                        Six Sigma -     http://www.asq.org/sixsigma/




                                                                                                           19
Notes




Notes




        20

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  • 1. IT Service Management Toolkit IT IL BIT CO ISO 20 00 0 MOF 6∂ IT S CM Mi iS M C MM CM The Tools Why IT Service Management? Why IT Service Management The Tools ITIL • Better align IT with business requirements COBIT MOF ISO 20000 CMMi • Improved IT governance ITSCMM Six Sigma CMMi for Services • Reduce cost of IT service provision The Instructions The Resources • Because everyone else is 1
  • 2. The Tools IT Service Management – One Difficulty Why IT Service Management The Tools ITIL COBIT MOF ISO 20000 CMMi ITSCMM Responding to Service Disruptions Six Sigma Application CMMi for Services Windows Database Network The Instructions Unix The Resources Performing Production System Changes Planning for Capacity Needs The Tools ITIL Information Technology Infrastructure Library Why IT Service Management The Tools ITIL COBIT Control Objectives for Information Technology COBIT MOF ISO 20000 CMMi MOF Microsoft Operations Framework ITSCMM Six Sigma CMMi for Services The Instructions ISO 20000 International Standards Organization 20000 The Resources CMMi Capability Maturity Model Integration ITSCMM Information Technology Service CMM 6∂ Six Sigma CMMi for Services CMMi for Services 2
  • 3. The Tools Guidance Classification Why IT Service Management The Tools ITIL deep COBIT MOF MOF ISO 20000 CMMi CMMi Coverage depth ITSCMM ITIL Six Sigma CMMi for Services CMMiS The Instructions The Resources COBIT ITSCMM ISO 20000 flat 6∂ IT process coverage narrow broad The Tools ITIL – IT Infrastructure Library Why IT Service Management The Tools Service Security ITIL Support Service Management COBIT Delivery MOF ISO 20000 CMMi ITSCMM Six Sigma CMMi for Services The Instructions Introduction The Resources to ITIL Business Perspective Vol 1 (2) Planning to ICT Implement Infrastructure Software ITIL Application Management Asset Management Management 3
  • 4. The Tools ITIL – Service Support Book Why IT Service Management The Tools ITIL Service Desk COBIT MOF ISO 20000 CMMi Incident Management ITSCMM Six Sigma CMMi for Services Problem Management The Instructions The Resources Change Management Release Management Configuration Management The Tools ITIL – Service Delivery Book Why IT Service Management The Tools Service Level Management ITIL COBIT MOF ISO 20000 Availability Management CMMi ITSCMM Six Sigma Capacity Management CMMi for Services The Instructions The Resources IT Service Continuity Management 4
  • 5. The Tools ITIL – IT Infrastructure Library Why IT Service Management The Tools Security Management ITIL Managing a defined level of security for information and IT COBIT Services MOF ISO 20000 CMMi ITSCMM Software Asset Management Six Sigma This book describes best practices for managing software and CMMi for Services software licensing The Instructions The Resources Application Management This book covers the life cycle of software development from initial requirement, enhancement, defect through development, testing, release (via Release Management) support and archival. ICT Infrastructure Management This book details best practices for managing the IT infrastructure. All of these books overlap with more than one of the ITIL Service Support or Service Delivery processes. The Tools COBIT – Control Objectives for IT Why IT Service Management The Tools ITIL COBIT MOF ISO 20000 Executive Summary CMMi ITSCMM Six Sigma CMMi for Services The Instructions The Resources Implementation Tool Set Framework: High Level Control Objectives Management Detailed Control Audit Guidelines Guidelines Objectives 5
  • 6. The Tools COBIT – Control Objectives for IT Why IT Service Management The Tools Business ITIL COBIT MOF Requirements Information ISO 20000 IT CMMi ITSCMM Processes is contro Six Sigma lle d by CMMi for Services Control by re d Objectives made ef ith The Instructions efficient su The Resources ea implemen is m au to dit fective w in ed ed by t ted with la ns and tra fo ce rm for outcome an at rm ur ity Activity Audit Control fo er rp Goals Guidelines Practices fo Key Key Maturity Performance Goal Models Indicators Indicators The Tools COBIT – Developed with a Top Down Approach Why IT Service Management The Tools ITIL COBIT Domains Plan and Organize (PO) MOF ISO 20000 4 Acquire and Implement (AI) CMMi Deliver and Support (DS) ITSCMM Six Sigma Monitor and Evaluate (M) CMMi for Services The Instructions The Resources Processes 34 Activities 318 6
  • 7. The Tools COBIT – Process Domains Why IT Service Management The Tools Plan and Organize (PO) ITIL This domain covers strategy and tactics, and concerns the identification of the way that IT can best COBIT contribute to the achievement of the business objectoves. MOF ISO 20000 CMMi ITSCMM Acquire and Implement (AI) Six Sigma This domain covers the identification, development, acquisition, implementation, integration and CMMi for Services maintenance of IT solutions The Instructions The Resources Delivery and Support (DS) This domain covers the actual delivery of required services including service delivery, management of security and continuity, service support for users, and the management of data and operational facilities. Monitor and Evaluate (ME) This domain covers performance management and monitoring of internal control, regulatory compliance and governance. The Tools COBIT – Deliver and Support (DS) Domain Why IT Service Management The Tools DS1 – Define and Manage Service Levels ITIL COBIT DS2 – Manage Third Party Services MOF DS3 – Manage Performance and Capacity ISO 20000 DS4 – Ensure Continuous Service CMMi DS5 – Ensure Systems Security ITSCMM DS6 – Identify and Allocate Costs Six Sigma CMMi for Services DS7 – Educate and Train Users The Instructions DS8 – Manage Service Desk and Incidents The Resources DS9 – Manage the Configuration DS10 – Manage Problems DS11 – Manage Data DS12 – Manage the Physical Environment DS13 – Manage Operations 7
  • 8. The Tools MOF – Microsoft Operations Framework Why IT Service Management The Tools Publication Description ITIL MOF Business value of MOF, why organizations COBIT Executive should adopt MOF, road map to adoption. MOF Overview ISO 20000 MOF Process High-level discussion of the MOF Process Model, CMMi Model for how it relates to the other models and disciplines, ITSCMM Operations and implementation scenarios. Six Sigma CMMi for Services MOF Team High-level discussion of the MOF Team Model, The Instructions Model for how it relates to the other models and disciplines, The Resources Operations and implementation scenarios. MOF Risk Detailed discussion of the MOF Risk Management Management Discipline and its importance to an Discipline for IT organization. Operations MOF service Detailed discussion of each service management function (SMF) as described in the management MOF Process Model for Operations paper. Also discusses in detail the relationship function between the SMFs, the other MOF models, and the Information Technology (SMF) guides Infrastructure Library (ITIL) disciplines. Operations Detailed discussion about the four operational management reviews, what they consist management of, and how they are conducted. review (OMR) guides The Tools MOF – Microsoft Operations Framework Why IT Service Management The Tools MOF principles and guidance are also organized around three core ITIL models, which are each manifested within the individual service COBIT MOF management functions (SMFs). These three models: ISO 20000 CMMi ITSCMM • MOF Team Model Six Sigma CMMi for Services • MOF Process Model The Instructions • MOF Risk Model The Resources 8
  • 9. The Tools MOF – Team Model Why IT Service Management The Tools ITIL Team Quality Goal COBIT MOF Release Release and change management ISO 20000 CMMi Infrastructure Management of physical ITSCMM environments and infrastructure tools Six Sigma CMMi for Services Support Quality customer support and a The Instructions service culture The Resources Operations Predictable, repeatable, and automated system management Partner Mutually beneficial relationships with service and supply partners Security Protected corporate assets, controlled access, and proactive security planning For each team role cluster, the MOF team model defines: • activities and processes • typical ways in which these role clusters and responsibilities are identified in a production environment • common requirements for specialists within the role The Tools MOF – Process Model Why IT Service Management The Tools ITIL COBIT MOF ISO 20000 CMMi ITSCMM Six Sigma CMMi for Services The Instructions The Resources Service Management Functions Operations Management Reviews MOF Team Role Clusters 9
  • 10. The Tools MOF – Process Model Why IT Service Management The Tools ITIL Changing Quadrant COBIT MOF ISO 20000 CMMi ITSCMM Service Management Functions Six Sigma • Change Management CMMi for Services • Configuration Management The Instructions • Release Management The Resources Operations Management Reviews • Change Initiation Review • Release Readiness Review MOF Team Role Clusters • Release Role Cluster The Tools MOF – Risk Model Why IT Service Management The Tools ITIL COBIT MOF ISO 20000 CMMi ITSCMM Six Sigma CMMi for Services The Instructions The Resources • Provides a framework for organizations to identify, categorize, and manage risks proactively and continuously • Formalized, in order to ensure that team members are continually alert to the potential for risks that might result from IT activities 10
  • 11. The Tools ISO 20000 Why IT Service Management Organizational certification denoting IT service management quality. Must be The Tools audited by a certified third party organization. The certificate is good for 3 years. ITIL All processes must pass the audit. COBIT MOF Based on: ISO 20000 CMMi • ISO 9000 ITSCMM • BS 15000 Six Sigma CMMi for Services The Instructions The Resources Capacity Service level management Information security management Service reporting management Service continuity & Budgeting & accounting availability management for IT services Change management Configuration management Business relationship Release Incident management management management Problem management Supplier management The Tools CMMi Why IT Service Management The Tools Capability Maturity Model Integration (CMMi) is a process improvement ITIL approach that provides organizations with the essential elements of COBIT MOF effective processes ISO 20000 CMMi • Used to guide process improvement across a project, a division, or an ITSCMM Six Sigma entire organization CMMi for Services The Instructions • Integrates traditionally separate organizational functions The Resources • Sets process improvement goals and priorities • Provides guidance for quality processes • Provides a point of reference for appraising current processes 11
  • 12. The Tools CMMi - Products Why IT Service Management The Tools Models cover four disciplines. ITIL COBIT MOF • Systems Engineering (SE) ISO 20000 CMMi • Software Engineering (SW) ITSCMM Six Sigma CMMi for Services • Integrated Product and Process Development (IPPD) The Instructions The Resources • Supplier Sourcing (SS) Also included are appraisal methods (SCAMPI) and training. The Tools CMMi – Capability Levels Why IT Service Management The Tools ITIL COBIT 1 – Performed MOF Process unpredictable, poorly controlled and reactive ISO 20000 CMMi 2 – Managed ITSCMM Process characterized for projects and is often reactive Six Sigma CMMi for Services The Instructions 3 – Defined The Resources Process characterized for the organization and is proactive 4 – Quantitatively Managed Process measured and controlled 5 – Optimizing Focus on continuous process improvement 12
  • 13. The Tools CMMi – Processes Why IT Service Management The Tools Processes are associated with capability levels: ITIL COBIT MOF 2 – Managed ISO 20000 Requirement Management CMMi Project Planning ITSCMM Project Monitoring and Control Six Sigma Supplier Agreement Monitoring CMMi for Services Measurement and Analysis The Instructions Process and Product Quality Assurance The Resources Configuration Management The goal is to progress to the desired capability level. The Tools IT Service CMM Why IT Service Management The Tools ITIL The IT Service Capability Maturity Model, CMM, is a methodology for COBIT MOF determining where an organization is with its adoption of service ISO 20000 management processes and suggests areas for improvement. CMMi ITSCMM Six Sigma The ITSCMM suggests what processes a mature IT service organizations CMMi for Services should have in place. The Instructions The Resources The ITSCMM is used to improve the quality of services. 13
  • 14. The Tools IT Service CMM Why IT Service Management The Tools ITIL The Service Capability Maturity Model, CMM, is a methodology for COBIT MOF determining where an organization is with its adoption of service ISO 20000 management processes and suggests areas for improvement. CMMi ITSCMM Six Sigma CMMi for Services contain The Instructions Maturity The Resources Levels organized by Key Process Areas contain Common goals Features Key commitment ability Practices activity measurement verification The Tools Six Sigma Why IT Service Management The Tools Six Sigma is a statistically-based quality improvement methodology that can be ITIL applied to processes (IT service management). COBIT MOF Six Sigma is customer based. The customer drives what to improve – the “right” ISO 20000 CMMi projects are chosen. ITSCMM Six Sigma The goal is to achieve a variance from standard of 6 ∂ which is 3.4 defects per CMMi for Services The Instructions million opportunities (chances for defects): The Resources ∂ Defects/Million 2 308,537 3 66,807 4 6,210 5 233 6 3.4 At 3 ∂ there will be > 65,000 lost bags/million passengers. At 6 ∂ there will be < 4. 14
  • 15. The Tools Six Sigma – Core Concepts (DMAIC) Why IT Service Management The Tools Define: What are the customer’s expectations of the process? ITIL COBIT MOF Measure: What is the rate of occurrence of defects? ISO 20000 CMMi ITSCMM Analyze: Why, when and where do the defects occur? Six Sigma CMMi for Services Improve: How can the process be fixed? The Instructions The Resources Control: How can the process continue to stay fixed (or improve)? Define Control Measure Improve Analyze The Tools CMMi for Services Why IT Service Management The Tools • The purpose CMMI for Services is to extend the CMMi framework to cover the ITIL provision of services (IT and other services). COBIT MOF • Based on CMMi ISO 20000 CMMi ITSCMM • Meant to enhance existing IT service models (ITIL, COBIT) Six Sigma CMMi for Services The Instructions • Planned for public release mid 2007. The Resources 15
  • 16. The Tools CMMi for Services – 4 Process Areas Why IT Service Management The Tools Process Management In CMMI ITIL • Organizational Innovation and Deployment (OID) √ COBIT • Organizational Process Definition (OPD) √ MOF • Organizational Process Focus (OPF) √ ISO 20000 CMMi • Organizational Process Performance (OPP) √ ITSCMM • Organizational Service Management (OSM) Six Sigma • Organizational Training (OT) √ CMMi for Services The Instructions The Resources Project Management • Capacity and Availability Management (CAM) • Integrated Project Management (IPM) √ • Project Monitoring and Control (PMC) √ • Project Planning (PP) √ • Requirements Management (REQM) √ • Risk Management (RSKM) √ • Quantitative Project Management (QPM) √ • Service Continuity (SCON) • Supplier Agreement Management (SAM) √ Italicized processes are optional The Tools CMMi for Services – 4 Process Areas Why IT Service Management The Tools Service Establishment and Delivery In CMMI ITIL • Incident and Request Management (IRM) COBIT • Service Delivery (SD) MOF • Service System Development (SSD) ISO 20000 CMMi • Service Transition (ST) ITSCMM Six Sigma Support CMMi for Services • Causal Analysis and Resolution (CAR) √ The Instructions The Resources • Configuration Management (CM) √ • Decision Analysis and Resolution (DAR) √ • Measurement and Analysis (MA) √ • Problem Management (PRM) • Process and Product Quality Assurance (PPQA) √ Each Process is required at a certain maturity level Each Process has a specific purpose Each Process has specific goals and practices as well as generic goals and processes Specific practices support specific goals Specific practices have typical work products and subpractices Italicized processes are optional 16
  • 17. The Tools CMMi for Services – Maturity Levels Why IT Service Management Maturity Level 2 The Tools • Project Monitoring and Control (PMC) 2/10 ITIL • Project Planning (PP) 3/14 COBIT • Requirements Management (REQM) MOF • Supplier Agreement Management (SAM) ISO 20000 • Incident and Request Management (IRM) CMMi • Configuration Management (CM) ITSCMM • Measurement and Analysis (MA) Six Sigma • Process and Product Quality Assurance (PPQA) CMMi for Services The Instructions The Resources Maturity Level 3 • Organizational Process Definition (OPD) • Organizational Process Focus (OPF) • Organizational Service Management (OSM) • Organizational Training (OT) • Capacity and Availability Management (CAM) • Integrated Project Management (IPM) • Risk Management (RSKM) • Service Delivery (SD) • Service System Development (SSD) • Service Transition (ST) • Decision Analysis and Resolution (DAR) • Problem Management (PRM) The Tools CMMi for Services – Maturity Levels Why IT Service Management Maturity Level 4 The Tools • Organizational Process Performance (OPP) ITIL • Quantitative Project Management (QPM) COBIT MOF ISO 20000 Maturity Level 5 CMMi • Organizational Innovation and Deployment (OID) ITSCMM • Causal Analysis and Resolution (CAR) Six Sigma CMMi for Services The Instructions The Resources 17
  • 18. The Tools ITIL v 3.0 Why IT Service Management The Tools • Based on ITIL v 2 ITIL COBIT • Initially, five new book titles – others to come later MOF ISO 20000 • Adds depth to ITIL v 2 guidance n CMMi tio Se ITSCMM ra pe Six Sigma • Heavy focus on service level management rvi O CMMi for Services ce ice The Instructions De • Separates handling of service requests from incident management into a new Service rv The Resources s Se process area – request management ign Strategy • Identifies the concept of knowledge management • Released May 30, 2007 Service Transition Continual Service Improvement The Tools IT Service Management Step-by-Step (Greg’s Method) Why IT Service Management The Tools ITIL COBIT MOF ISO 20000 CMMi ITSCMM Six Sigma Phase I Phase II Phase III Phase IV CMMi for Services Establish Process Implement Analyze Process Identify Process The Instructions Process Changes Metrics Opportunities for The Resources Direction Improvement Steps Activities Deliverables 18
  • 19. The Instructions Why IT Service Management The Tools 1. Become familiar with your tools and their use ITIL COBIT MOF 2. Identify ISO 20000 achievement as a goal? ISO 20000 CMMi ITSCMM 3. Determine and build a standardized service management process Six Sigma improvement methodology, using Six Sigma and/or some other CMMi for Services methodology The Instructions The Resources 4. Use COBIT to provide high level process governance and metrics 5. Use MOF and ITIL to provide process “best practices” guidance 6. Use ITSCMM or sCMM (CMMi) in order to measure process maturity 7. Continuously improve the processes using the methodology in step 3 8. Monitor changes in the tools available (CMMi for Services and ITIL v 3) The Resources Why IT Service Management The Tools ITIL – www.itsmf.com ITIL COBIT MOF COBIT – www.isaca.org ISO 20000 CMMi MOF – www.microsoft.com/mof ITSCMM Six Sigma CMMi for Services ISO 20000 - www.iso.org The Instructions The Resources CMM/CMMi - http://www.sei.cmu.edu/cmmi/ CMMi for Services - http://www.sei.cmu.edu/news-at-sei/whats-new/20060320cmmi.htm ITSCMM - http://www.itservicecmm.org/ Six Sigma - http://www.asq.org/sixsigma/ 19