36
Initiativen des IT Service Managements ITIL, CobiT, eTOM & Co. Axel Hochstein Institut für Wirtschaftsinformatik Universität St. Gallen
2. Technologie- vs. Serviceorientierung Require- ments Design Build Deploy Operate Optimise ICT Infrastructure Management Geschfts-/Kundenorientierung CMM SPICE Wasserfallmodell Geschfts- prozess Geschfts- prozess Geschfts- prozess Geschfts- prozess Geschfts- prozess Geschfts- prozess Leistungserbringer Leistungs-abnehmer IT Service Management Service B Service C Service D Service E Service F Service G Service A
Projekte Anwendungen Ressourcen 3. bersicht IT Service Management Initiativen Initiatoren IT Service Management Best Practice IT Infrastructure Library ITSMF (ca. 2000 Organisationen) 4. Lieferanten Problem- Mgmt. Incident- Mgmt. Release- Mgmt. Service Desk Change- Mgmt. Configuration- Mgmt. Service-Level- Mgmt. Capacity- Mgmt. Availability- Mgmt. Continuity- Mgmt. Financial- Mgmt. Design & Plan Deployment Operations Techn. Support Business Perspective Prozesse Service Delivery Appl. Mgmt. Infrastr. Mgmt. Service Support Business Perspective Kunden User Transfer Externe Dienstleister Gebude Personal Hardware Software Lieferanten Leistungserbringer (IT Services) Leistungsabnehmer Taktisch Strategisch Operativ Requirements Design Build Deploy Operate & Optimize 5. bersicht IT Service Management Initiativen Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) 6. BUSINESS OBJECTIVES IT GOVERNANCE INFORMATION ACQUISITION & IMPLEMENTATION DELIVERY &SUPPORT MONITORING IT RESOURCES
PO1define a strategic IT plan PO2define the information architecture PO3determine the technologie direction PO4define the IT organisation and relationship PO5manage the IT investment PO6communicate management aims and direction PO7manage human resources PO8ensure compliance with external requirements PO9assess risks PO10 manage projects PO11 manage quality AI1identify automated solutions AI2acquire and maintain application software AI3acquire and maintain technology infrastructure AI4develop and maintain procedures AI5install and accredit systems AI6manage changes DS1define and manage service levels DS2manage third-party services DS3manage perfomance and capacity DS4ensure continous service DS5ensure system security DS6identify and allocate costs DS7educate and train users DS8assist and advise customers DS9manage the configuration DS10 manage problems and incidents DS11 manage data DS12 manage facilities DS13 manage operations M1Monitor the process M2assess internal control adequacy M3obtain independent assurance M4provide for independent audit CobiT PLANNING &ORGANISATION 7. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) 8. Publications of British Standards Institution (BSI) Internal Processes and Procedures BS 15000-1 Specification BS 15000-2 Code of Practice PD 0005 ITIL Aspire to Achieve This Guidance on Achievement Management Overview Best Practice Your Solution In Anlehnung an: BSI 9. Auszug aus BS 15000-1 Specification 10. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister 11. HP ITSM Reference Model Business IT Alignment Operations Bridge Service Design & Management Service Development & Deployment Service Delivery Assurance Business Assessment Customer Management IT Strategy Development Service Planning Service Level Management Security Management Availability Management Capacity Management Cost Management Incident Management Operations Management Problem Management Release to Production Build & Test Configuration Management Change Management 12. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister 13. Focuses on communications with customers. Encompasses understanding needs as well as supporting and satisfying customer requirements. Plans and creates a system for managing IT within an enterprise. Ensures that the enterprise receives a return on the investment it has made in information technology Produces (creates / enhances / maintains) system solutions. Solicits customer agreement on their suitability for deployment. Introduces changes to the IT environment in a way that minimizes disruptions to that environment Provides agreed-upon services to IT customers. Represents the culmination of all previously occurring activities. Provides operational supportto ensure continuity of operations. Supports a focus on high levels of customer satisfaction. Provides capabilities which improve operational efficiencies. Builds and manages the infrastructure necessary to control IT assets, including hardware, software, and people. 8 7 6 5 4 2 3 1 1 2 3 4 5 6 7 8 Manage ITbusinessvalue Support ITservices andsolutions Deploysolutions Deliveroperationalservices Satisfycustomerrelation- ship Provideenterprise IT managementsystems Manage ITassets andinfrastructure Realizesolutions IBM ITPM 14. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister 15. Microsoft Operations Framework (MOF) 16. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister 17. Anwender Kunde Management Das IPW Modell Services Lieferant Commercial Policy Personal & Organisation Architectures Finance Strategische Prozesse Account Management Relationship Management Service Level Management Service Design Service Build & Test Application Management Availability & Continuity Management Security Management Financial Management Capacity Management Service Planung Incident Management Problem Management Configuration Management ICT Infrastructure Management ChangeManagement Release Management RFC RFC Operative Prozesse 18. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister 19. enhanced Telecom Operations Map (eTOM) 20. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister 21. Untersuchung der Uni St. Gallen 22. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister Werkzeuge
Hersteller 23. 24. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library Zertifizierung (allg.) Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister Werkzeuge
Hersteller 25. 26. 27. 28. bersicht IT Service Management Initiativen Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library Zertifizierung (allg.) Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA ITSMF (ca. 2000 Organisationen) Referenzprozessmodelle
Berater/ Dienstleister Werkzeuge
Hersteller EXIN / ISEB Training
Qualittsmanagement- Methoden
Anwender 29. Six Sigma anhand der T-Com Supportprozesse
30. ITIL-Gap-Analyse (Ist) bei der LBS Quelle: Blahusch, Mainz 2003 31. ITIL-Gap-Analyse (Soll) Quelle: Blahusch, Mainz 2003 32. Handlungsfelder 1 Quelle: Blahusch, Mainz 2003 33. Handlungsfelder 1 Service Desk/Problem Management Kein Single Point of Contact (SPOC); nicht alle Tickets werden erfasst Sehr viele Zuordnungsgruppen im 2nd Level Support Keine Remote Administration im Service Desk Hauptschlich Strungsbeseitigung und kein eigentliches Problem Management Configuration/Change Management (inkl. Software Control & Distribution) Configuration Management ist nicht hinreichend implementiert Im dezentralen Bereich gibt es bisher keinen formalen Change Management Prozess Im Softwarefreigabeverfahren sind die Integrationstests nicht ausreichend spezifiziert und dokumentiert Quelle: Blahusch, Mainz 2003 34. Handlungsfelder 2 Contingency Planning/Backup/Recovery Umfassendes Konzept laut Plan erst in Erarbeitung Recovery und K-Fall Tests werden nicht durchgefhrt Backup Bnder werden erst nach 2 Wochen ausgelagert Service Level/Cost Management Bisher nur IT internes Service Level Management Service Level Reporting erfolgt nur teilweise Keine verursachergerechte Verrechnung der IT Services Quelle: Blahusch, Mainz 2003 35. Benefits durch Anwendung von ITSM-Initiativen
36. Initiatoren Initiatoren IT Service Management Initiativen Best Practice IT Infrastructure Library BSI Zertifizierung (ITSM) BS 15000 IT Revision Cobit ISACA OGC / ITSMF Referenzprozessmodelle
Berater / IT-Dienstleister Werkzeuge
Hersteller Qualittsmanagement- Methoden
Anwender EXIN / ISEB Training
Wissenschaftler Methodik zur sinnvollen und bedarfsorientierten Integration der Initiativen
