An overview of different frameworks

1. IT Service Management Leads to IT
Governance
ITSM A d
Academy
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2. About ITSM Academy
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3. The Changing Role of IT
IT is expected to deliver services that can
Improve business processes (effectiveness/efficiency)
Attract new and retain existing customers
Enable business innovation
Reduce costs and risks
IT should be perceived and managed
as a key business unit – much like
Finance, HR or Sales.
© ITSM Academy, 2010 3

4. What are Services?
Services are a means of delivering value to customers by
facilitating outcomes customers want to achieve without the
g
ownership of specific costs and risks.
Services facilitate outcomes by
Enhancing performance
Reducing constraints
Services are comprised of
People
Process
P
Products
Partners
© ITSM Academy, 2010 4

5. The IT Challenge
C
C
Control C
Control C
crease IT Service Quality
Costs and Risks
Costs and Risks
Business/IT Do More
Integration With Less
Inc T
IT leaders cannot meet this challenge with additional technology.
Effectiveness and efficiency can only be increased through
Eff ti d ffi i l b i d th h
structured and integrated internal processes.
© ITSM Academy, 2010 5

6. We Should Stop Talking About
Business/IT Alignment
“Stop talking about “The CFO doesn’t talk
alignment.
alignment It marks IT as about financial alignment
outsiders.” and the business.”
CIO Magazine, State of the CIO 2009
“We can t imagine a CIO
We can't “CIOs who worry about
CIOs
who doesn't know that alignment conceive of
technology must support themselves, their function
the business's processes
business s and their department as a
and goals.” thing apart.”
Today’s CIO is business savvy, customer-centric and
understands how IT services contribute to the bottom line.
© ITSM Academy, 2010 6

7. Why Does IT Need to Be Governed?
To meet strategic business objectives
To manage costs and risks
What types of risks does IT have to manage?
© ITSM Academy, 2010 7

8. IT Supports Enterprise and
Corporate Governance
Enterprise governance
Covers corporate governance (conformance) and business
management (performance)
Strategically links goals with performance metrics
Ensures good management is achieved
E d ti hi d
Corporate governance
Promotes fairness, transaction transparency and executive
, p y
accountability
Sarbanes-Oxley Act (SOX) of 2002
IT governance
Ensures IT supports strategic business goals through
leadership, organizational structures and processes
© ITSM Academy, 2010 8

9. Governance Requires Service Management
IT Governance is realized when IT
Perceives itself as a service provider
Understands and meets strategic business objectives
Executes effective and efficient internal processes
Analyzes, manages and eliminates risks
Justifies and controls costs
Measures its achievements
Learns and continually i
L d i ll improves
Service management is a set of specialized organizational capabilities for
providing value to customers in the form of services.
© ITSM Academy, 2010 9

10. IT Service Management Frameworks and
Standards
All ITSM frameworks and standards are based on
the Plan-Do-Check-Act (Deming) Model.
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11. Plan-Do-Check-Act (PDCA) Model
The Deming Cycle
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12. Control Objectives for Information and Related
Technology (COBIT)
Is the de facto standard for IT Controls
Maintained by the IT Governance Institute (ITGI), as
part of the Information Systems Audit and Control
Association (ISACA)
Is often used as the basis for IT audits and
regulatory compliance
Defines the “what” but not the “how”
© ITSM Academy, 2010 12

13. The COBIT Principle
COBIT has 34 high level control objectives and 215
detailed control objectives
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14. The IT Infrastructure Library (ITIL®)
Consists of five publications,
one for each stage of a
service lifecycle
Service Strategy represents
policies and objectives
Service Design, Service
Transition and Service
a s o a d Se v ce
Operation execute the policies
and meet the objectives
© Crown copyright 2007. Reproduced
Continual Service Improvement
C ti l S i I t under license from OGC.
provides opportunities for
learning and improvement ITIL® is owned and managed
by the Office of Government
Commerce of the British
Government.
© ITSM Academy, 2010 14

15. Processes Span the
y
Service Lifecycle
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16. The ISO/IEC 20000 Standard
Requirements for a Management System
Planning and Implementing Service Management (Plan-Do-Check-Act)
Planning and Implementing New and Changed Services
© ITSM Academy, 2010 16

17. Microsoft Operations Framework (MOF)
Describes integrated ITSM best practices, principles,
and activities
d ti iti
Organizes activities and processes into Service
Management Functions (SMFs) which are grouped
into IT Service Lifecycle phases
Includes scheduled Management
g
Reviews to assess readiness for the next stage
Does not apply only to Microsoft
environments
Includes question-based guidance
© ITSM Academy, 2010 17

18. Which Frameworks Are Right For You?
Answer the following questions
What
Wh is our b business?
?
Who is our customer?
How do they use our services?
Why are they valuable to them?
What are our regulatory and audit requirements?
g y q
What competitive advantage do we need or seek?
How mature are our current processes?
What are our human, financial and technical resources?
What is our corporate culture?
Do you have to pick just one?
© ITSM Academy, 2010 18

19. Frameworks are Not Mutually Exclusive
Many organizations apply guidance from multiple frameworks (including
their own proprietary practices) to achieve IT governance.
All ITSM Frameworks
Meet IT governance
objectives ( applied well)
j (if pp ) Framework Focus Strength
Are based on best practices ISO 20K How Certifiable
and PDCA
Are customer-centric COBIT How Auditable
Take a holistic and ITIL What De facto
integrated process standard
approach MOF What p
Prescriptive
Include risk management
Are measurable (but not
necessarily auditable) Measurement frameworks include
CMMI for Services Lean Six Sigma
Services,
Embed a service lifecycle and Balanced Scorecard.
© ITSM Academy, 2010 19

20. Can you See the Similarities?
COBIT ITIL MOF ISO 20K
Plan and Organize Service Strategy Plan Quality Management System
Plan Do Check Act
New or Changed Services
Relationship Processes
R l ti hi P
Acquire and Service Design and Deliver Control Processes
Implement Service Transition Release Processes
Deliver and Service Operation Operate Service Delivery Processes
Support Resolution Processes
Monitor and Continual Service Manage Quality Management System
Evaluate Improvement All Processes
© ITSM Academy, 2010 20

21. Next step: Increase Your Knowledge
Additional sources of information
best-management-practice.com
best management practice com (ITIL)
isaca.org (COBIT)
itgi.org (IT Governance Institute)
microsoft.com/mof (MOF)
/
itsmfusa.org (ITSM user organization)
isoiec20000certification.com (ISO 20K)
( )
sei.cmu.edu/cmmi/models (CMMI for Services)
itsmacademy.com
− ITSM Professor blog
− Monthly webinars
− Awareness and certification courses
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22. Remember the Goal….
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23. Questions and Answers
Thank you for attending
www.itsmacademy.com
888. 872. ITSM (4876)
954-491-3442
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