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Ali Suzangar ITIL V2 service manager, ITIL V3 Expert, ISO 27001 LA, ISO 20000 LA, CEH, COBIT 5 Foundation
استاندارد مدیریت ارائه خدمات الکترونیکی
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Set and Manage Expectations Carefully
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بلوغ فنی
بلوغ سیستمی
بلوغ سازما
نی
Slide 5
SERVICE STRATEGY
Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
®
SERVICE ASSETS
GENERAL CONCEPTS AND DEFINITIONS
Service Assets are the capabilities or resources of a service provider.
Capabilities = The ability of an organization, person, process, application, Configuration Item, or IT service to carry out an activity. Capabilities are intangible assets and cannot produce value by themselves, without adequate and appropriate resources.
Resources = Include IT infrastructure, people, money, or anything else that might help deliver an IT service. Typically, resources are tangible assets and are relatively easier to acquire than capabilities.
Organizations use resource and capability assets to create value in the form of goods and services.
Management
Organization
Processes
Knowledge
People
Financial Capital
Infrastructure
Applications
Information
People
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A2
A3
A4
A5
A6
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A8
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Capabilities Resources
Resources and capabilities are the basis for value creation © Crown Copyright 2007 Reproduced under licence from OGC
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IT Roadmap
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QAProceduresProcesses and Procedures Security
PrinciplesITIL
IT Governance COBIT
PERFORMANCE: Business Goals
CONFORMANCEBasel II, Sarbanes-
Oxley Act, etc.Drivers
ISO 9001:2000
ISO 27002
ISO 20000Best Practice Standards
Enterprise Governance COSOBalanced Scorecard
812.05.2009 8
QMS
ITSM
ISMS
ITG
Integrated management system
Organisations will consider and use a variety of IT models, standards and best practices. These must be understood in order to consider how they can be used together, with COBIT acting as the consolidator (‘umbrella’).
ISO 9000ISO 27002
ITIL
COSO
WHAT HOW
SCOPE OF COVERAGE
COBIT
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از بیرون ببینیم...
نامشخص بودن وضعیت رخدادها و درخواست ها
عدم وجود نقطه تماس واحد
طوالنی بودن زمان رسیدگی به رخدادها
و درخواست ها
عدم وجود فهرست خدمات در دسترس
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عدم نگهداری یکپارچه ی اطالعات و سوابق
دیدگاه نادرست از کارایی سیستم
عدم بودجه بندی مناسب و آگاهی از هزینه ها
و از درون،
عدم وجود پایگاه دانش متمرکز
عدم ثبت و ارزیابی تغییرات
عدم شناسایی وابستگی های خدمات
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از باال ببینیم!
کاهش رضایتمندی کسب و کار از فناوری اطالعات به دلیل عدم
آشنایی با عملکرد آن
عدم توجه فناوری اطالعات به راهبردها و نیازهای سازمان
رویکرد ناهمگون در خدمات مختلف
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درک ارزش پروژه ها و خدمات توسط سازمان
مشکالت کمتر در پیاده سازی و نگهداری
خدمات
خدمات متناسب با نیاز سازمان
خدمات جدید سازگار با وضعیت فعلی
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Methods Used to Manage IT Services
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Service Strategy in the Lifecycle Model
ServiceStrateg
y
Continual Service
Improvement
Service Design
Service Transition
Service Operation
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Key Processes
• Service Portfolio Management• Demand Management• Financial Management
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The Business / CustomersRequirements
ServiceStrategy
ServiceStrategy
StrategiesStrategies PoliciesPolicies Resources & Constraints
Resources & Constraints
Service LevelPackages
Service LevelPackages
Ser
vice
Por
tfol
io
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SERVICE DESIGN IN THE LIFECYCLE MODEL
ServiceStrategy
Continual Service Improvement
Service Design
Service Transition
Service Operation
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Key Processes
• Service Catalogue Management• Service Level Management• Availability Management• Capacity Management• IT Service Continuity Management• Information Security Management• Supplier Management
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The Business / CustomersRequirements
ServiceDesign
ServiceDesign
SolutionDesigns
SolutionDesigns ArchitecturesArchitectures StandardsStandards Service Design
Packages
Service DesignPackages
ServiceStrategy
ServiceStrategy
StrategiesStrategies PoliciesPolicies Resources & Constraints
Resources & Constraints
Service LevelPackages
Service LevelPackages
Ser
vice
Por
tfol
io
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SERVICE TRANSITION IN THE LIFECYCLE MODEL
ServiceStrateg
y
Continual Service
Improvement
Service Design
Service Transition
Service Operation
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Key Processes
• Change Management• Service Asset & Configuration Management• Release & Deployment Management
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The Business / CustomersRequirements
ServiceDesign
ServiceDesign
SolutionDesigns
SolutionDesigns ArchitecturesArchitectures StandardsStandards Service Design
Packages
Service DesignPackages
ServiceTransition
ServiceTransition
TransitionPlans
TransitionPlans
TestedSolutions
TestedSolutions
Service KnowledgeManagement System
Service KnowledgeManagement System
ServiceStrategy
ServiceStrategy
StrategiesStrategies PoliciesPolicies Resources & Constraints
Resources & Constraints
Service LevelPackages
Service LevelPackages
Ser
vice
Por
tfol
io
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SERVICE OPERATION IN THE LIFECYCLE MODEL
ServiceStrateg
y
Continual Service
Improvement
Service Design
Service Transition
Service Operation
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Key Processes
• Incident Management• Request Fulfillment• Problem Management• Event Management• Access Management
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The Business / CustomersRequirements
ServiceDesign
ServiceDesign
SolutionDesigns
SolutionDesigns ArchitecturesArchitectures StandardsStandards Service Design
Packages
Service DesignPackages
ServiceTransition
ServiceTransition
TransitionPlans
TransitionPlans
TestedSolutions
TestedSolutions
Service KnowledgeManagement System
Service KnowledgeManagement System
ServiceOperation
ServiceOperation
OperationalPlans
OperationalPlans
OperationalServices
OperationalServices
ServiceStrategy
ServiceStrategy
StrategiesStrategies PoliciesPolicies Resources & Constraints
Resources & Constraints
Service LevelPackages
Service LevelPackages
Ser
vice
Por
tfol
io
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Continual Service Improvement Stage
ServiceStrateg
y
Continual Service
Improvement
Service Design
Service Transition
Service Operation
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The Business / CustomersRequirements
ServiceDesign
ServiceDesign
SolutionDesigns
SolutionDesigns ArchitecturesArchitectures StandardsStandards Service Design
Packages
Service DesignPackages
ServiceTransition
ServiceTransition
TransitionPlans
TransitionPlans
TestedSolutions
TestedSolutions
Service KnowledgeManagement System
Service KnowledgeManagement System
ServiceOperation
ServiceOperation
OperationalPlans
OperationalPlans
OperationalServices
OperationalServices
ContinualService
Improvement
ContinualService
ImprovementImprovement
Actions & Plans
ImprovementActions & Plans
ServiceStrategy
ServiceStrategy
StrategiesStrategies PoliciesPolicies Resources & Constraints
Resources & Constraints
Service LevelPackages
Service LevelPackages
Ser
vice
Por
tfol
io
فرایندهای چرخه حیات خدمات
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