ITSM Governance Overview

IT Service Management Leads to IT

ITSM A d

IT Service Management Leads to IT GovernanceITSM Academy

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ITIL, MOF, ISO 20K Awareness

And More! Welcome!

The Changing Role of IT

IT is expected to deliver services that canImprove business processes (effectiveness/efficiency)Attract new and retain existing customers Enable business innovationReduce costs and risks

IT should be perceived and managedIT should be perceived and managed as a key business unit – much like

Finance, HR or Sales.


What are Services?

Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the

Services facilitate outcomes by

gownership of specific costs and risks.

Services facilitate outcomes byEnhancing performance Reducing constraints

Services are comprised ofPeoplePProcessProductsPartners


The IT Challenge

CCControl C

Control CQ

ualit

yQ

ualit

yC

osts and C

osts and T S

ervi

ce

T S

ervi

ce

Business/IT Integration

Do MoreWith Less

Risks

Risks

crea

se IT

crea

se IT

Inc

Inc

IT leaders cannot meet this challenge with additional technology. Eff ti d ffi i l b i d th h


Effectiveness and efficiency can only be increased through structured and integrated internal processes.

We Should Stop Talking About Business/IT Alignment

“Stop talking about alignment It marks IT as

“The CFO doesn’t talk about financial alignmentalignment. It marks IT as

outsiders.”about financial alignment

and the business.”

“We can't imagine a CIO “CIOs who worry about

CIO Magazine, State of the CIO 2009

We can t imagine a CIO who doesn't know that

technology must support the business's processes

CIOs who worry about alignment conceive of

themselves, their function and their department as athe business s processes

and goals.”and their department as a

thing apart.”


Today’s CIO is business savvy, customer-centric and understands how IT services contribute to the bottom line.

Why Does IT Need to Be Governed?

To meet strategic business objectivesTo manage costs and risksTo manage costs and risks


What types of risks does IT have to manage?

IT Supports Enterprise andCorporate Governance

Enterprise governanceCovers corporate governance (conformance) and business Covers corporate governance (conformance) and business management (performance)Strategically links goals with performance metricsE d t i hi dEnsures good management is achieved

Corporate governancePromotes fairness, transaction transparency and executive , p yaccountability Sarbanes-Oxley Act (SOX) of 2002

IT governanceIT governanceEnsures IT supports strategic business goals through leadership, organizational structures and processes


Governance Requires Service Management

IT Governance is realized when ITPerceives itself as a service providerUnderstands and meets strategic business objectivesExecutes effective and efficient internal processesAnalyzes, manages and eliminates risks Justifies and controls costsMeasures its achievementsL d i ll i Learns and continually improves

Service management is a set of specialized organizational capabilities for


Service management is a set of specialized organizational capabilities for providing value to customers in the form of services.

IT Service Management Frameworks and Standards

All ITSM frameworks and standards are based on the Plan-Do-Check-Act (Deming) Model.


Plan-Do-Check-Act (PDCA) Model

The Deming CycleThe Deming Cycle


Control Objectives for Information and Related Technology (COBIT)

Is the de facto standard for IT ControlsMaintained 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 complianceDefines the “what” but not the “how”


The COBIT Principle

COBIT has 34 high level control objectives and 215 detailed control objectives


The IT Infrastructure Library (ITIL®)

Consists of five publications, one for each stage of a one for each stage of a service lifecycleService Strategy represents policies and objectivesService Design, Service Transition and Service a s o a d Se v ceOperation execute the policies and meet the objectivesC ti l S i I t

© Crown copyright 2007. Reproduced under license from OGC.Continual Service Improvement

provides opportunities for learning and improvement ITIL® is owned and managed

by the Office of Government


by the Office of Government Commerce of the British

Government.

Processes Span the Service Lifecycle


y

The ISO/IEC 20000 StandardRequirements for a Management SystemRequirements for a Management System

Planning and Implementing Service Management (Plan-Do-Check-Act)

Planning and Implementing New and Changed Services


Microsoft Operations Framework (MOF)

Describes integrated ITSM best practices, principles, d ti itiand activities

Organizes activities and processes into Service Management Functions (SMFs) which are grouped Management Functions (SMFs) which are grouped into IT Service Lifecycle phasesIncludes scheduled Management gReviews to assess readiness for the next stageDoes not apply only to Microsoft environmentsIncludes question-based guidance


Which Frameworks Are Right For You?

Answer the following questionsWh b ? What is our business? Who is our customer? How do they use our services?How do they use our services?Why are they valuable to them?What are our regulatory and audit requirements?g y qWhat 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?

Frameworks are Not Mutually Exclusive

Many organizations apply guidance from multiple frameworks (including their own proprietary practices) to achieve IT governance.

Meet IT governance objectives (if applied well)

All ITSM Frameworks

Framework Focus Strengthj ( pp )Are based on best practices and PDCAAre customer-centric

Framework Focus Strength

ISO 20K How Certifiable

COBIT How Auditable

Take a holistic and integrated process approach

ITIL What De facto standard

MOF What PrescriptiveInclude risk managementAre measurable (but not necessarily auditable)

p

Measurement frameworks include CMMI for Services Lean Six Sigma


Embed a service lifecycleCMMI for Services, Lean Six Sigma

and Balanced Scorecard.

Can you See the Similarities?

COBIT ITIL MOF ISO 20K

Plan and Organize Service Strategy Plan Quality Management SystemPlan Do Check ActNew or Changed ServicesR l ti hi PRelationship Processes

Acquire and Implement

Service Design and Service Transition

Deliver Control ProcessesRelease Processes

Deliver and Support

Service Operation Operate Service Delivery ProcessesResolution Processes

Monitor and Evaluate

Continual Service Improvement

Manage Quality Management SystemAll Processes


Next step: Increase Your Knowledge

Additional sources of informationbest management practice com (ITIL)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− ITSM Professor blog− Monthly webinars− Awareness and certification courses


Remember the Goal….


Questions and Answers

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