IT Service Management (ITSM)

Agenda
What are the current IT Challenges? What is Service Management (ITSM)? What are the available Frameworks, Good Practices and Standards for ITSM? What is COBIT ? What is ITIL ? What is MOF ? What is ISO/IEC 20000 ?

What are the current IT Challenges?

Keeping IT Running Value Costs Mastering Complexity Aligning IT with Business Regulatory Compliance Information Security

What is a Service ?
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

What is IT Service Management ?

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

What are the available Good practice Frameworks, and Standards for ITSM?
COBIT ITIL MOF ISO/IEC 20000

What is COBIT ? Current Version COBIT 4.1

The Control Objectives for Information and related Technology (COBIT) is a Framework for IT management created by the Information Systems Audit and Control Association (ISACA), and managed by the IT Governance Institute (ITGI). IT Governance is a structure of relationships and processes to direct and control the enterprise towards achieving its goals COBIT provides managers, auditors, and IT users with a set of generally accepted measures, indicators, processes and good practices to assist them in maximizing the benefits derived through the use of information technology and developing appropriate IT governance and control in the organization.

COBIT 4.1 Domains, Processes and Activities

Domains Plan and Organize Acquire and implement Deliver and Support Monitor and Evaluate Processes Series of activities 34 Processes across the 4 domains

Activities Actions that are required to achieve the results

COBIT 4.1 Processes

The available COBIT certifications

COBIT 4.1 Foundation Certification Certified in the Governance of Enterprise IT (CGEIT)

For more information visit: www.isaca.org/cobit

What is ITIL ? Current Version ITIL V3

The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for managing IT services (ITSM), IT development and IT operations. ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL is published in a series of books, each of which covers an IT management topic. The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom's Office of Government Commerce (OGC).

History of ITIL

ITIL V3 Processes

ITIL V3 Qualification Scheme

For More Information: http://www.itil-officialsite.com

What is MOF ? - Current Version MOF 4.0

Microsoft Operations Framework (MOF) is a series of guides aimed at helping IT professionals establish and implement reliable, cost-effective services MOF 4.0 was created to provide guidance across the entire IT life cycle. Completed in early 2008, MOF 4.0 integrates community generated processes; governance, risk, and compliance activities; management reviews, and Microsoft Solutions Framework (MSF). The guidance in the Microsoft Operations Framework encompasses all of the activities and processes involved in managing an IT service: its conception, development, operation, maintenance, andultimatelyits retirement.

MOF 4.0 Components

MOF 4.0 consists of three phases and a foundational layer: Plan Phase Deliver Phase. Operate Phase Manage Layer Service Management Functions MOF organizes IT activities and processes into Service Management Functions (SMFs). Each SMF defines and structure the processes, people and activities required to align IT services to the requirements of the business. Management Reviews An IT services readiness to move from one phase to the next is confirmed by management reviews, which ensure that goals are achieved in an appropriate fashion and that ITs goals are aligned with the goals of the organization.

MOF 4.0 Framework Overview

The available MOF certifications

MOF 4.0 Foundation Certification by EXIN For more information visit: http://technet.microsoft.com/enus/library/cc506049.aspx

What is ISO/IEC 20000 ?

ISO/IEC 20000 is the first international standard for IT Service Management. It was developed in 2005, by the BSI Group. It is based on and intended to supersede the earlier, BS 15000. Formally: ISO 20000-1 ('part 1') "promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". ISO 20000-2 ('part 2') is a 'code of practice', and describes the best practices for service management within the scope of ISO 20000-1. Registered Certification Body ( RCB) is an organisation which has been registered by itSMF and granted permission to operate under the itSMF ISO/IEC 20000 Certification Scheme for organisations meeting the requirements of ISO/IEC 20000.

ISO/IEC 20000 Processes

The available ISO/IEC 20000 certifications

ISO/IEC 20000 Auditor Certification by itSMF ISO/IEC 20000 Consultant Certification by itSMF ISO/IEC 20000 Certification for organizations by itSMF

For more information visit: www.isoiec20000certification.com

Any Questions ?