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IDS Scheer

.
ARIS
www.ids-scheer.com


 () . ARIS

 -
(BSC)
 - ITIL . ARIS ITIL
 -




IDS Scheer www.ids-scheer.com

-
IT

(
)

IT
IT
IT
IT
IT

IT
IDS Scheer www.ids-scheer.com

-
-
,
,



-
Marke t 1

Marke t 2

-
Strategic
Transportation
planning

Marke t 3

Transportation
planning

Demand
Planning

Enterprise
Asset Mgmt
(Plant Maintenance)

Procurement

Product 1
Inquiries /
Quotation

Logistics

Order Control
Tracking & Tracing

Master Data
Management

Sales Order Feasibility Check


Processing
Mill Allocation

Production
Planning
Processing

Production
detailed
scheduling

Rough cut
Capacity
planning

Manufacturing Shipping &


execution
Transportation

Quality
assurance

Invoicing

Credit notes/
Complaints
management

Dispose of
certificates

Product 2
Management
Information
System

Cost
Calculation &
Controlling

Accounts &
Finance
Management

Projects &
Investment
Control & RD

Human
Capital
Management

Common
Internet, Intranet &
E-Mail applications

Enterprise Management & support

-
I) Absicherung
Kerngeschft

Business UnitStrategien
1) Lieferung der ersten Komponenten der IT-Architektur

II) Aufbau neuer


Geschftsfelder


Key Success
Factors
Quality
Innovation

3) Erhhung IT-Service-Level
III) Absicherung
Profitabilitt

IV) Qualifizierung
Mitarbeiter und
ManagementSysteme

Strategische
Initiativen

Ziele: t, Q,

4) Durchfhrung von Projekten

5) Organisatorische
Weiterentwicklung

Ausprgun g

1 2

3 4 5 6 7 8 9

1
0

Investment

Processes
IT-Systems
Customer service
Order Management
Product range

Human
Production capacity
Resources

Ziele: t, Q,

2) Verbesserung der BillingQualitt und -Flexibilitt

ie
isp
Be

Strengths
Strengths

Weaknesses
Weaknesses




Efficient
Efficient and
and stable
stable IT
IT hardware
hardware
infrastructure
infrastructure
Transparent
Transparent Billing
Billing Revenue
Revenue Assurance
Assurance
Domain
Domain Management
Management Concept
Concept

 Attractive
Attractive IT
IT environment
environment for
for high
high
potentials
potentials

 Dedicated
Dedicated employees
employees


 System
System stability
stability and
and performance
performance

 Problem
Problem solving
solving (time
(time to
to repair)
repair)







 Time
Time to
to market
market

 Lack
Lack of
of IT
IT production
production culture
culture (customer
(customer

Opportunities
Opportunities

Threats
Threats

New
New IT
IT Architecture
Architecture
New
New management
management team
team

 Introduction
Introduction of
of new
new technologies/services
technologies/services

 Development
Development opportunities
opportunities for
for employees
employees

 International
International IT
IT HR
HR market
market

 IT
IT knowledge
knowledge exchange
exchange with
with Mother
Mother Group
Group


 Conflict
Conflict between
between short
short term
term business
business

orientation)
orientation)


 Management
Management process
process efficiency
efficiency

 Cost
Cost Management/Planning/Performance
Management/Planning/Performance

Measurement
Measurement






priorities
priorities and
and long
long term
term investments
investments


 Explosion
Explosion of
of new
new features
features and
and services
services

 Increase
Increase of
of complexity
complexity

 Lack
Lack of
of skilled
skilled people
people


 Dependency
Dependency on
on external
external employees
employees

Strkster W ettb ewerber

Eigenes Untern ehmen

Ziel



IDS Scheer www.ids-scheer.com

-

(, )
-
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Fahrzeug u. Komponenten
unter Serienbedingungenproduzieren
Unternehmensmanagement

Planung

MS
Office

MS
Office

IRD

EIS

Eingang

Marketing

Vertriebsstrategieund steuerung

Access
PKV

MS
Excel

MS
Office

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IR D
SVA GAS

IR D

MS
Excel

Unternehmensmanagement

Planung

MS
Offi ce

MS
Offic e

IRD

Acce ss
PKV

EIS

MS
Exc el

MS
Office

G 080

IRD
SVA GAS

Kundenauftrag
bearbeiten(PS)

MS
Exc el

IRD

Liefervorschau
Abruf

MARCUS

Leipzig
Geschftskunden

Privatkunden

Dienstleistungen

Kommunikation
Geschftskunden

IRD

IR D

Access
PKV

IR D

Access
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EVI

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DERAGO

WD S
(in Ablsung
durch XAP)

Access
DL

Adobe Acrobat
Creater

IRD
SVA GAS

Codia

SchuldnerVerzeichnis

XAP

MS
Office

EIS

Adobe Acrobat
Creater

R ENOFLEX

R ENOFL EX

MS
Office

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PKV

IRD

Acce ss
PKV

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DERAGO

WDS
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d urch XAP)

Acce ss
DL

Codi a

SchuldnerVerzeichnis

XAP

MS
Offi ce

Adobe Acrobat
Creater

RENOFLE X

RENOFLEX

MS
Office

Valmet

Komponentenfertigungfr
Werksverbund einplanen

Tagesprogramm/
Sequenz (Montage)

Karosse produzieren (inkl. Lack)

Werksrestriktion

Liefervorschau,
Abruf

Volumenplanen(PS)

Aggregate produzieren (Motoren)

MS
Offi ce

MS
Exce l

Leipzig

Ressourcenmanagen

Zulieferer

ET-Bedarfe

G 080

EIS

IRD

SAP C O

SAP C O-PA

Controlling

SAP FI

MS
Office

SAP BW
( EGE)

TOPAZ
(Carat)

MS
Excel

Energie & Netzbeschaffung

SAP CO

SAP CO-PA

Controlling

Datenbank
Controlling
Externes System
TOPAZ
(Carat)

SAP FI

MS
Exce l

Paisy
Dialog

bed atime.zeit

MS
Office

IRD

SAP FI

MS
Office

SAP BW
(EGE)

TOPAZ
(Carat)

TOPAZ
(Carat)

2005

Strfaktors

MS
Excel

Pai sy
Dia log

bedati me.zei t

MS
Office

IRD

(Schtzungbzw. PPMErgebnis)

Karosse

Ressourcenmanagen

Sattlereiumfang

Lexware
Reisekosten

Fahrzeugentwickeln*

Motor
Leipzig

Sattlereiumfang produzieren
Motor, Sattlereiumfang
Rohbauumfang
Valmet

Valmet

ZentralesLager betreiben(Hochregallager, Kleinteilelager)

Zulieferer

Aggregat produzieren

VAS

Qualitt sicherstellen
Externes Sy stem
SAP FI

Karosseproduzieren(inkl. Lack)

Lagerteil

ZentralesLager betreiben(Hochregallager, Kleinteilelager)

Zulieferer
Lagerteil

VAS

Qualitt sicherstellen

Motor,
Rohbauumfang

VAS

Fahrzeugentwickeln

Personal

Finanzen


Relative Hufigkeit des Auftretensdes

Zulieferer (JIT/JIS)

Datenbank
Controlling

Personal

Fahrzeugausliefern
(PS)

Motor

JIT/JIS
Teil

MS
Excel

EIS

Energie & Netzbeschaffung

Risik omoni tor

MS
Exce l

Lexware
R eisekosten

Finanzen

R1
R 2
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G 080

Exte rn es Sys tem Externes Sy stem

Risikomonitor

Fahrzeug

Fahrzeug montieren

Merkmaleplanen(PS)

Sattlereiumfngeproduzieren
Materialnachforderung

MS
Excel

Exte rnes System Externes System

JIT/JIS
Teil

Komponentenfertigung fr
Werksverbund einplanen

Volumenplanen(PS)

V 021

Sch uldnerVerzei chnis

VAS
IRD

Valmet

Ausgang
Kundenauftrag
berwachen(PS)

JIT/JIS
Teil

JIT / JIS
Teil

Leipzig

V 021

SchuldnerVerzeichnis

Fahrzeugausliefern
(PS)

Merkmalsplan
(Teg)
Merkmaleplanen(PS)

MS
Excel

Eingang
Kundenauftrag
bearbeiten(PS)

Status

Fahrzeug montieren

Bedarf
Fertigungsauftrag

Ausgang
Kundenauftrag
berwachen(PS)

Volumenplan
Produktion

Corel
Draw

SAP FI

Jou rna listen


Da tenbank

IT-Managem ent

MS
Office
MS
Offi ce

Liefervorschau
Abruf

Kommunikation

IRD

G 080

IRD
SVA G AS

IT-Management

Corel
Dr aw

SAP FI

Dienstleistungen

IRD

EVI

Adobe Acrobat
Creater

EIS

MS
Office

Privatkunden

Jou rnalisten
Da tenbank

Fahrzeugu. Komponenten
unter Serienbedingungenproduzieren

Tagesscheibe
mit Kundenauftrgen

Marketing

Vertriebsstrategieund steuerung

MARC US

1. bergreifende GP
Anforderungen
2. Ablage in uEKA

R3

3. Wiedervorlagen und
Vorgnge
4. Gesamtobligo
5. Besuchssteuerung und
Berichte
6. Limitberschreitung

2006

10 11 12

2007
8

10 11 12

10 11 12

Basis CIC mit ZGP Integration

mit EKA Integration

Offener Punkt:
Erfassung
Korrespondenz
Abbildung Gesamtobligo
Anliegen/
Workflows
Kontakte
CIC mit BW Integration
Partnerfindung
Bilanzanforderung
Terminsteuerung
Erste Workflows
Erfassung

und

Besuchsanliegen
Terminsteuerung
Prozess
Aliegen
DB-Formular
Limitberschreitung
Korrespondenz
Workflow
Integr. Opertive System

8. Steuerung
Kreditvorlage

Prozess
Zinsanpassung

CIC Steuerung Antrag

9. Erstellung der
Kreditvorlag

Flligkeiten
Aliegen
Integration OperativeKorrespondenz
Systeme
Workflow
Sicherheitenintegration
Workflow/Korrespondenz

10.Bilanzanforderung
11.Optimierung
Berichtswesen

IDS Scheer www.ids-scheer.com

Releasezyklen

Offener Punkt:
Darstellung der Sichten
GP-Suche
Erfassung
Anliegen/
Indizier.
CIC
Kontakte
DokumentenGP-Stammdaten archiv

7. Generelle
Zinsanpassung

Kosten des Mehraufwands in Std. (Qualitative


Analsyseergebnisse bz w. PPM-Ergebnisse)

CIC Erstellung Antrag

Besuchsauswertungen

Legende

= Offener Punkt
= Milestone

= Workshop/Meeting
= Sub phase

= Aufgaben
= Optimierung

- -
1)

2)

3)

IDS Scheer www.ids-scheer.com


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6


 () . ARIS

 -
(BSC)
 - ITIL . ARIS ITIL
 -




IDS Scheer www.ids-scheer.com

BSC



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IDS Scheer www.ids-scheer.com









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-
:


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(BSC) IT-

Rel. perspectiv... Cause-and-effect

S
tra
te
gy P
ersp
ective

P
ersp
ective

P
e
rsp
ective

P
ersp
ective

Rel. perspectiv... Cause-and-effect


Strategy Perspective


(Incident Management)

Perspective


(Service Desk)


(Problem Management)


(Security Management)


(Change Management)


(Service Level Management)

(Capacity Management)


(Cost Management)


(Continuity Management)

% ,
SLA



(Service Level Management)

Perspective


(Availability Management)


(Capacity Management)

Perspective

% ,
SLA



(Service Level Management)


(Problem Management)


(Incident Management)


(Capacity Management)

(Continuity Management)

%
,

IDS Scheer www.ids-scheer.com


,




/


(Problem Management)


(Incident Management)


(Service Desk)

Rel. perspectiv... Cause-and-effect

S... Perspective

Perspective

Perspective

Perspective

Cause-and-effect
-

Free-Form Text

IDS Scheer www.ids-scheer.com

10

: , , ,

(ITIL)

%
,


(Problem Management)


(Incident Management)

(ITIL)

(Continuity Management)

(ITIL)

IDS Scheer www.ids-scheer.com


(Service Desk)

11

0,2

0,4

0,4

1
1


2
2


,

3

3

39%

42%

3%

100%

2001

2003

:
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:
:

IDS Scheer www.ids-scheer.com

12

BSC

ROI

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SAP HR

Rel. perspectives

Cause-and-effect

Perspective

S... Perspective

Perspective



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(1-)




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(1-)
1

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1 (2-)

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Perspective

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4

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- .
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0,45
0,45

0,55

0,55

0,45
0,55


%
%

SAP R/3
SAP R/3
SAP R/3

% %

IDS Scheer www.ids-scheer.com

13

IDS Scheer www.ids-scheer.com

14


 () . ARIS

 -
(BSC)
 - ITIL . ARIS ITIL
 -




IDS Scheer www.ids-scheer.com

15

-
 ARIS ITIL Procedural Model v3
 ITIL
 IDS Scheer




ITIL

 ARIS ITIL Reference Model v3


 ITIL
 IDS Scheer




ITIL
, ITIL
- ITIL

 ARIS IT Reference Model v1.0


 ITIL, MOF, Cobit, CMM, ISO 15504
 IDS Scheer
 ITIL
 , ,
, -,
 Cobit
 CMM
 ISO 15504
 -
 -

ISO 15504-2 SPICE

ISO 15504 PULSE

- " "


-
(Business Assessment)

ACQ.1

ACQ.3


(Service Level Management)


(Availability Management)


(Service Support)


(Continuity Management)

(Security Management)

(Cost Management)


(Configuration Management)

MAN

ORG

SUP.1

MAN.1

ORG.1

CUS.1.1

ENG.1.1

SUP.2

MAN.2

ORG.2

ACQ.1.2

ACQ.3.2

CUS.1.2

ENG.1.2

SUP.3

MAN.3

ACQ.3.3

CUS.1.3

ENG.1.3

SUP.4

MAN.3

CUS.1.4

ENG.1.4

SUP.5

ENG.1.5

SUP.6

ORG.3

ORG.4

CUS.1

ACQ.4

ENG.1

ACQ.2.1

ACQ.4.1

ACQ.2.2

ACQ.4.2

CUS.3

ENG.1.6

SUP.7

ACQ.2.3

ACQ.4.3

CUS.4

ENG.1.7

SUP.8

CUS.2

ACQ.2.4

CUS.4.1

ORG.2.1

ORG.2.2

ORG.2.3

ORG.5

ENG.2

ORG.6

CUS.4.2


(Software Control & Distribution)

SUP

ACQ.3.1

ACQ.2


(Capacity Management)

ENG

ACQ.1.1

ACQ.1.3

(Service Delivery)

()

CUS

ACQ

-
(IT Strategy
Development)


(Change Management)


(Service Desk)

(Problem Management)


(Incident Management)


(Operation Management)

3-

2-

4-

IDS Scheer www.ids-scheer.com

5-

16

ARIS ITIL v 3
Overview: IT Service Management Roles
NOTE: The objects that are white are not used throughout the model
CIO

IT-Strategy

IT-Security

IT Service Provider

ITIL V3
processes

Client

Service
Strategy

Service
Support

Service
Delivery

Users

Customers

Financial
Management

Service
P ortfolio
Management

Demand
Management

Service
Catalogue
Management

Service
Level
Management

Capacity
Management

Transition
Planning and
Support

Change
Management

Service Asset
and
Configuration
Management

E vent
Management

Incident
Management

Request
Fulfilment

Vendors
Service Design

Incident
Management

IT-Marketing
and Sales

Finance
and Supply

PortfolioManagement

Billing

Competence-Center
Technologies

Purchasing
Department

Process
Management
and QM

Release
Management

Infrastructure

Contract

A vailability
Management

IT Service
Continuity
Management

Information
Security
Management

Supplier
Management

Service
Transition

Availabilty
Management

Release and
Deployment
Management

Service
Validation and
Testing

Evaluation

K nowledge
Management

Service
Operation

ITSC
Management

Configuration
Management

Access
Management

Problem
Management

Service
Desk

Technical
Management

IT Operations
Management

Application
Management

Continual
Service
Improvement

S ervi ce
Reporting

Business
Questi ons for
CSI

Service
Measurement

Return on
Investment for
CSI

IT Service Provider

Vendor
Support

Capacity
Management

Change
Mangement

Service
Desk

Business Objects in IT-Service - Overview

IT Service
Customer

Problem
Management

ITOperations

SAP
Development

User

Super User

IT-Infrastructure
and Operations

System
Development

Project
Management
and Procedures

IT-Controlling

Account
Management

Application
Development

IT-Support

Customer

Service Level
Management

Org Chart
(Org Chart)

Role Diagrams
(Org Chart)

Service Delivery (Process Overview)


NOTE: Not all flow s s how n, only typical flow s are indicate d. The Se rvice Support Activitie s
are ongoing and the re fore difficult to de pict us ing link ing e ve nts .
Se e the othe r m ode ls (Proce s s , Activity I/O, e tc) for m ore form al re pre s e ntations .
Als o parts of the s e proce s s e s are outs ide the ope rational s cope of this re fe re nce m ode l.

Financial
Manag ement for
IT Services

Service
Level
Manag ement

Availability
Manag ement

IT Service
Continuity
Manag ement

Capacity
Manag ement

Reg ular
Time trig g er

Financial
Manag ement for
IT Services

Service
Achievement
report

Service

Budg et
completed

Service Impact

IT Budg et

Service
Level
Manag ement

Process Overview
(EPC)
Service Level
Agreement

Incident

Service
Catalog ue
completed

can be

Resolution

Business Objects
(Technical
Terms Model)

Permanent
Resolution

Problem

Service
Catalog ue

Customer
Process

Process
(Functional)
Hierarchy
(VAC)

Work Around

Customer
req uests service

Service
Level
Manag ement

Processes
(EPC)

SLA Ag reed

Service Level
Ag reement
IT Service
Continuity
Manag ement

Business Impact
Assessment

Configuration
Item

IT Infrastructure

Monitors

Release

Activities' I/Os
and Roles
(FAD)

Process Dependency
& Controlling
(FAD)

Change

Business impact
assessed

Availability
Manag ement

Availability Report

Capacity
Manag ement

Availabilty report
completed

Exception
Reports

SLA Broken/
Threatened

Service
Level
Manag ement

Service
Achievement
report

Service Achievement
report completed

Financial
Manag ement for
IT Services

Customer
Invoiced

Invoice

Customer
Process

Customer
Process
Change
Management
Customer contacts
Service Desk

Availability
Management

Incident
detection
and recording

New
Incident
recorded

Dow ntime date


approached

Dow ntime
planning
completed

Capacity
Management

RfC
Approved for
incident
resolution

Change approved
forimplementation

Change to be
packaged as
Release

Demand
needs to be
managed

Existing
Incident
record updated

NOTE: this model was largely influenced by SD 8.3.4


Inform Users

Inputs
Incident
Monitoring
and Escalation

Select
Incident Type

Users informed

Service
Support

Customer
Process
Incident is
Service Request

Incident is
Service Failure

Service
Request
Handling

Incident
Management

Incident
Resolution
Completed

CMDB

Request for
Change

Problem Record

Availability and
recovery design
criteria

Service
Support
(used in Change and Release
for design phases)

Service Level
Agreement

RfC Priority

Incident Record
Problem
Management

Service Request
completed

Request for
Change

Outputs

Know n Error
Closed

Forward Schedule of
Changes

Work Around
developed by
Problem
Management

Capacity Plan

Costs associated
with proposed upgrades

Capacity
Management

Cost of
non-Availability

Financial
Management for
IT Services

Problem Priority
Allocation of
RfC priorities

Incident
Management

Incident
linked to existing
record

Check
linked open
Incidents

Linked open
Incident
resolved

Capacity
Management

Financial
Management for
IT Services

Component Failure
Impact Assessment

New Work Around


can resolve open
Incidents

No resolutions
possible

IT Service
Continuity
Management

Business Impact
Assessment

Service
Level
Management

Service Level
Agreement

Other processes

Availability
Management

Business Availabilty
Requirements
IT Infrastructure
design

Incident
Management

Incident
Closure

Customer
Process

Vendor
Processes

Availabilty
Manager

Availability and
recovery design
criteria

IT Service
Continuity
Management

Availability Report

Service
Level
Management

Frequency of
downtime
(Reliability)

Availabilty
Assessment

Duration of
downtime
(Maintainability)

Availability Reports

Other processes

Scope of
Impact

Response
Times

Availability Reports

Availability Reports

CAB Meeting
Agenda

Reason for Change


Change
Manager
Effect of not
implementing Change

Customer
Process

Vendor
Processes

Availabilty Targets
Incident Closed

IDS Scheer www.ids-scheer.com

Underpinning
contracts

17

ITIL v3
Value Added Chain Diagramm
(Process Hierarchies)
ITIL V3
processes

Change
Management

Service
Strategy

Financial
Management

Service
Portfolio
Management

Demand
Management

Request for
Change
Recording

Service Design

Service
Catalogue
Management

Service
Level
Management

Capacity
Management

Availability
Management

IT Service
Continuity
Management

Information
Security
Management

Request for
Change
Review

Impact and
Resource
Assessment

CAB Meeting

Change
Management

Service Asset
and
Configuration
Management

Release and
Deployment
Management

Service
Validation and
Testing

Evaluation

Risk
Categorization

Supplier
Management

Service
Transition

Transition
Planning and
Support

Allocation of
Priorities

Change
Planning and
Scheduling

Remediation
Assessment

Change
Authorization

Function Allocation Diagramm


(Input/Outputs and Person
Types)

Knowledge
Management

Change
Implementation
Coordination

Service
Operation

Change
Record Review

Change
Record Closing

Change Manager
Event
Management

Incident
Management

Request
Fulfilment

Access
Management

Problem
Management

Service
Desk

Technical
Management

IT Operations
Management

CAB

ECAB

Application
Management

Effect of not
Implementing
Change
Continual
Service
Improvement

RfC

Service
Reporting

Service
Measurement

Business
Questions for
CSI

Return on
Investment for
CSI

Change Schedule

Event Driven Process Chain


(Process Flow)

RfC

Impact and
Resource
Assessment

Projected Service
Outage

Impact and
Resource
Assessment

Costs Associated
with Proposed
Upgrades

Change Record

Change Record
Servic e Strategy

Function Allocation Diagramm


(KPIs and Process Interfaces)

Incident
Management

Servic e Design

Servi ce Asset and


Configurat ion
Management

Problem
Management

Releas e
Managem ent

CAB
Recommendation
RFC Rais ed

Request for
Change
Rec ording

RfC recorded

Entity Relationship Model


(Business Object Relations)

Request for
Change Review

INPUTS

OUTPUTS
RfC not acc ept ed

Service Strategy

RfC

Change Manager

CAB

Post
Implementation
Review Result

Service Strategy

Change Schedule

Service Design

RfC ac cepted

All ocation of
Pr iori ties

Rej ect RfC

RfC rejec ted


RfC is no
emergenc y

RfC is emergeny

Inform RfC
Initi ator about
Rejecet ion
Risk
Categorization
Emegency
Proc edure

Rfc Initi ator


informed

Service Design

Availability
Management

Transition
Planning and
Support

Change
Management

RfC

Projected Service
Outage

Change is
mi nor

Number of changes
meeting customer's
requirements

Benefits of Change

Number of
successful Changes

Reduction in service
disruption due to poor
impact assessment

Number of approbved
RfCs

Number of
Changes versus RfC
received

Number of failed
changes

Number of
RfCs rejected

Time needed to
implement change

Number of
unauthorized
changes

Transition Plan

Projected Service
Outage

Service
Level
Management

Change Record

Service Asset and


Configuration
Management

Change i s
M ajor

Board M eeting

Use Standard
Change Model

Incident Record

Report Actions
to CAB

Change

Organizational Chart

may be
linked to

RfC

Acti on
rec om mended

Standard Change
M odel c hos en

Problem Record
RfC Status
Message
Act ions
repor ted

CMDB

Change is
significant

CAB Meeting

Standard
Change

contains

Impact and
Res our ce
Ass es sment

Evaluation

As ses sm ent
complete

Interim Eval uation


complete

Configuration
Item

Change Schedule
Release and
Deployment
Management

IT Service
Provider

Remediation Plan
Service Asset and
Configuration
Management

Configuration
Baseline

RfC Status
Change Planning
and Sc hedul ing

Change

RfC

RfC

Number of incidents
attributable to
changes

Number of unplanned
changes and
emergency changes

RfC

s cheduled

Release
Record

Transition Report

Incident
Management

Problem
Management

RfC

RfC

Service impact of
open changes

Number of Changes
where remediation is
invoked

Number of
RfCs linked
to specific CIs

Percentage accuracy
in change review

RfC Record ID

Change
Category

Change Model

Assessment
Date

CAB
Recommendation

Scheduled
Implementation

RfC Initiator

Impact and
Resource
Assessment

Implementation
Plan

Evaluation

RfC Status
Message

Change
Authori zati on

Incident
Management

RfC Status
Message

Problem
Management

Change Schedule

Service
Desk

RfC

may be
linked to

Releas e and
Deploy ment
Management

Service Des ign


Manager

Service
Cat alogue
Management

Backout Plan

Change Manager

Service Level
Manager

Capacity
Management

Reason for Change

Approval Date

Review Date

Business
Relations .. .

CAB

Service Asset
and
Configurat i. . .
Servic e As set
Manager

Capac it y Manager

Configurat ion
Manager

Availabilit y
Managament
Change
Impl emented

Change Fail ed

Configurat ion
Analyst

Invoke
Remediat ion Plan

Number of
disruptions caused
by unsuccesful...

Frequency of Change
by service

Number of
incomplete impact
assessments

Remediation Plan
invoked

Post
Implementation
Review Result

Continual Service
Improvement

RfC Status
Message

Supplier
Processes

Availabilit y Manager
Configurat ion
Adminis trat or/Libr. ..

Depl oy ment Veri fic ation and Early Li fe Support

Release and
Deployment
Managem ent

Reduction in time,
effort, cost to make
changes

Effect of not
Implementing
Change

IT Service
Continuit y
Managament

RfC Priority

Review Results

CMS/t ools
Administ rat or

IT Service
Continuit y Manager

Release and
Deployment
Management

Securit y Manager

Service
Vaidation and
Test ing

Informat ion
Security
Management

Evaluation

Evaluati on Report
produc ed

Change
History

Problem Priority

Release Manager

Supplier
Management

Service Test
Manager

Change Record
Review

Ratio of planned vs
unplanned changes

Revi ew not
satisfac tory

Cont inual
Service
Improvement

Service Trans it ion


Manager

Sercie Level
Management

Service Port folio


Manager

Change
Impl ementation
Coordination

RfC Authorization
Signature

Service Operation

Transit ion
Planning and
Support

Change
Management

Change Schedule
Business
Relationship
Management

Change Description

Service Transit ion

Service Cat alogue


Manager

Financial Manager

Service Port folio


Management

Change i s
aut hor ized

Change Log
Supplier
Processes

Service Design

Financ ial
Management

Remediat ion
Ass es sment

Remediat ion Plan


pr oduced

Change not
aut hor ized

Release and
Deployment
Management

Service Strat gey

Supplier Manager

Evaluation

Review s ati sfactory

Contrac t Manager
Evaluat ion Manager

RfC Status
Message

Customer
Processes

Rai se RfC

Knowledge
Management

Customer
Processes

RfC

Change Record
Cl osi ng

Knowledge
Manager

Change Rec ord


Clos ed

IDS Scheer www.ids-scheer.com

18

ARIS IT Reference Model -


Service Desk


Service Desk

Service Desk
,

Service Desk

Service Desk


""

Service Desk

Service Desk


""

Service Desk

Service Desk


""

RFC

RFC

Service Desk

Service Desk

Service Desk

IDS Scheer www.ids-scheer.com

19

IT -

CIO

Service Desk

IT-Marketing
and Sales

IT-Security

Finance
and Supply

Application
Development

IT-Support

PortfolioManagement

IT-Controlling

Project
Management
and Procedures

Account
Management

Billing

Competence-Center
Technologies

Purchasing
Department

Process
Management
and QM

IT-Infrastructure
and Operations

System
Development

ITOperations

SAP
Development

Infrastructure

Service
Desk

RFC

RFC

Service Desk

Service Desk
,

Service Desk

Service Desk


""

Service Desk

Service Desk


""

Service Desk -

Problem
Management

Service Desk


""

Service Desk

Problem
Control

Problem
Identification
and Recording

Service Desk

Problem
Classification

Problem Investigation
and diagnosis

Service Desk

Error
Control

Error
Identification
and Recording

Error
Assessment

Record
resolution
information

Error Closure

Problem/error
resolution
monitoring
Overview: IT Service Management Roles
NOTE: The objects that are white are not used throughout the model
IT Service Provider

Proactive
Problem
Management
Service
Support

Service
Delivery

Incident
Management

Trend
Analysis

Targeting preventive
action

Major Problem
Reviews

Client

Users

Service Level
Management

Customers

Problem
Management

Capacity
Management

Change
Mangement

Availabilty
Management

Release
Management

ITSC
Management

Vendors

Customer
User

Super User

Vendor
Support

ARIS

IT-Strategy

XML

Configuration
Management

IDS Scheer www.ids-scheer.com

20


 () . ARIS

 -
(BSC)
 - ITIL . ARIS ITIL
 -




IDS Scheer www.ids-scheer.com

21

Sarbanes-Oxley Act
 302



 404



,



IDS Scheer www.ids-scheer.com

22

SO
Basel II

Health Insurance
Portability and
Accountability Act
(HIPAA) -

USA Patriot Act



8 EU Directive

Graham-Leech-Bliley (GLB)

ITCi 100 ,
,
, ..,
http://www.itcinstitute.com
IDS Scheer www.ids-scheer.com

23



(SOX,
(SOX, etc.)
etc.)

Controls


(COSO,
(COSO, COBIT,
COBIT, etc.)
etc.)
-



IT


The Committee of Sponsoring Organizations of the Treadway Commission (COSO)
IDS Scheer www.ids-scheer.com

Control Objectives for IT and related Technology (COBIT)


24


 ?
 : -, ,

 , (, ,
, )







 - ,


IDS Scheer www.ids-scheer.com

25

IDS Scheer www.ids-scheer.com

26


 (Access Rights)
 ( )
 ( , , , )

 (Backup & Recovery)


 , ,

 (Disaster Recovery & Business Continuity)


 (Change Management)
 , ,

 (Projects & Development)


 , ,



IDS Scheer www.ids-scheer.com

27

IDS Scheer www.ids-scheer.com

28


 () . ARIS

 -
(BSC)
 - ITIL . ARIS ITIL
 -




IDS Scheer www.ids-scheer.com

29


(
)

( .. )

. .


( )

()


Web-
Outlook

-
.

:3 :2 :1
-
.

HARDLOCK


HARDLOCK

..

..

IDS Scheer www.ids-scheer.com

30


308, 53500

53500

308


308, 53500


308, 53500


+2.

+1.


1-2

KPI
PPM

IDS Scheer www.ids-scheer.com

...

...

...



(%)

...


()

31


:3 :2 :1
-
.

HARDLOCK


HARDLOCK

IDS Scheer www.ids-scheer.com



27000
32


 () . ARIS

 -
(BSC)
 - ITIL . ARIS ITIL
 -




IDS Scheer www.ids-scheer.com

33

Risk
categor
y

Hardware
component
type

Risk
categor
y

Hardware
component
type

Hardware
component
type

Hardware
component
type

1
-

Risk
categor
y

Risk
categor
y

Risk
categor
y

Risk
categor
y

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Risk

Event

Function

Risk

Event

Event

Function

Function

Risk

Event

Risk

Event

6
,

IDS Scheer www.ids-scheer.com

34

. .


( )


( )

( )
BS 25999-1:2006
Code of practice for business
continuity management
(
)
IDS Scheer www.ids-scheer.com


( )

35

. ?
www.ids-scheer.com

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