IT Service Management with ADOit

Transcription

1 IT Service Management with ADOit - Scenarios, Approaches, Results -

2 Contents 1. Aims and Objectives 2. Conditions and Requirements 3. Approach and Work Packages - 2 -

3 Contents 1. Aims and Objectives 2. Conditions and Requirements 3. Approach and Work Packages - 3 -

4 Aims and Objectives ISO Certification Harmonization of the international service centres Business / IT Alignment Certification of IT service processes for specific IT services Increase service quality, efficiency and effectiveness Implementation of a management system to ensure quality of IT services Adoption of the organizational structure for needs of ISO Establishment of best practices for IT processes Defining global IT services Defining international kernels for core, support and management processes Allowing regional/local deviation where needed Establishment of key demand structures for the IT Global Organisation Defining the needed support requested by international kernels and process deviations Defining the needed communication and reporting structures to manage the performance of delivery Defining the support of needed control and compliance demands - 4 -

5 Contents 1. Aims and Objectives 2. Conditions and Requirements 3. Approach and Work Packages - 5 -

6 Conditions and Requirements ITIL reference models Business Unit Organization Cooperation with TUV Consultants Usage of existing documentation Use of BOC s ITIL reference models Consideration of the TUV Business Unit Structure Defining IT support for the business unit specific kernels / core processes Defining IT support for the group-wide support and management processes Early involvement of TUV key personnel Efficient determination and development of proper service responsibility candidates Efficient knowledge transfer to TUV personnel for the ongoing success of service development efforts Consideration of existing IT documentations Startup check for existing documentation Transfer of IT documentation (ppt, vsd) into ADOit - 6 -

7 Contents 1. Aims and Objectives 2. Conditions and Requirements 3. Approach and Work Packages - 7 -

8 IT Service Management with ADOit Assessment and inventory scope of the project ADOit usage and role concept Kick Off: - Scheduling - Success factors - etc. scope of the modeling : - guidelines - etc. Define Service catalogue Select services to be certified Define relevant IT service processes Import the ISO implementation guide into ADOit Development of IT service processes based on reference models regarding to the ISO standard: - Define interfaces - Define roles - etc. Documentation of the implementation Release the IT service processes Publicize the IT service processes - 8 -

9 WP Assessment and inventory Scope of the project sponsors? Who operates program management (e.g. Controlling)? Requirements of IT strategy ADOit usage- / role concept Installation (DB, C/S, ) Administrator, Modeler, Folder / Rights structure Kick Off participants Group responsibilities for ADOit usage concept Scheduling Work packages Milestones Success factors risks Define review team Define certifier - 9 -

10 WP Define Scope of the (1/2) guidelines direction Usage of classes Usage of attributes Define approval and release structures IT Strategy IT s Business architecture Application architecture Software Architecture ICT Infrastructure IT Service Management es Organization Consult the scope with the certifier Expected results vs. defined documentation

11 WP Define Scope of the (2/2) management (Best-Practices, KPIs, Information, Goals, Interfaces, etc.) Resources (Data, SLM, Service- Catalogue, HR, etc.) IT Governance (Service Measurement, Business Impact Analysis, Compliance, Maturity Checks, ICS, etc.) Risk management (Risks, KPIs, Control objectives, Evaluation, etc.) ITIL 3.0 IT Strategy (Service strategies, s, Goals, Scopes, KPIs, etc.)

12 WP Define service catalogue Select services to be certified Define sub-services Business process uses Consult the selection with the certifier SLA IT service Define relevant service processes consists of optional Business services Application Infrastructure element Communication element IT service process Application services Infrastructure services Service catalogue Level of detail needs to be clarified. UC OLA

13 WP (1/2) Definition Import the ISO implementation guide into ADOit Development of the IT service processes based on the ITIL reference models regarding to the ISO standard Define interfaces BS 15000/ ISO Define roles Define necessary change processes (e.g. organizational changes) Implementation documentation Controls are concepts, procedures and practices, which provide an appropriate certainty that business goals are reached and unwanted events are prevented or recognized and corrected

14 WP (2/2) Definition Implementation check of the ISO guides Control objective BS / ISO SLA Business process uses IT service optional consists of Application Infrastructure element Communication element IT Serviceprocess UC OLA

15 WP Definition 1. & Release 2. Document generation via 3.Distribution 3. WWW or Lotus Notes

16 IT Service Management with ADOit Lead Time 2 weeks 2 weeks 4 weeks 1-2 weeks per service- or organizational process 1 week BOC Efforts 5-6 man-days 6-8 man-days man-days 4-8 man-days per service- or organizational process 2-3 man-days t