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1. IT Service Management Toolkit
IT
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ISO
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6∂
IT S
CM
Mi
iS M
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The Tools
Why IT Service Management?
Why IT Service
Management
The Tools
ITIL • Better align IT with business requirements
COBIT
MOF
ISO 20000
CMMi
• Improved IT governance
ITSCMM
Six Sigma
CMMi for Services • Reduce cost of IT service provision
The Instructions
The Resources
• Because everyone else is
1
2. The Tools
IT Service Management – One Difficulty
Why IT Service
Management
The Tools
ITIL
COBIT
MOF
ISO 20000
CMMi
ITSCMM
Responding to Service Disruptions
Six Sigma
Application
CMMi for Services
Windows
Database
Network
The Instructions
Unix
The Resources
Performing Production System Changes
Planning for Capacity Needs
The Tools
ITIL Information Technology Infrastructure Library
Why IT Service
Management
The Tools
ITIL COBIT Control Objectives for Information Technology
COBIT
MOF
ISO 20000
CMMi MOF Microsoft Operations Framework
ITSCMM
Six Sigma
CMMi for Services
The Instructions ISO 20000 International Standards Organization 20000
The Resources
CMMi Capability Maturity Model Integration
ITSCMM Information Technology Service CMM
6∂ Six Sigma
CMMi for Services CMMi for Services
2
3. The Tools
Guidance Classification
Why IT Service
Management
The Tools
ITIL
deep
COBIT
MOF MOF
ISO 20000
CMMi CMMi
Coverage depth
ITSCMM
ITIL
Six Sigma
CMMi for Services CMMiS
The Instructions
The Resources
COBIT
ITSCMM
ISO 20000
flat
6∂
IT process coverage
narrow broad
The Tools
ITIL – IT Infrastructure Library
Why IT Service
Management
The Tools
Service Security
ITIL
Support Service Management
COBIT
Delivery
MOF
ISO 20000
CMMi
ITSCMM
Six Sigma
CMMi for Services
The Instructions
Introduction
The Resources
to ITIL
Business
Perspective Vol 1
(2)
Planning to
ICT Implement
Infrastructure Software ITIL
Application Management Asset
Management Management
3
4. The Tools
ITIL – Service Support Book
Why IT Service
Management
The Tools
ITIL Service Desk
COBIT
MOF
ISO 20000
CMMi
Incident Management
ITSCMM
Six Sigma
CMMi for Services Problem Management
The Instructions
The Resources
Change Management
Release Management
Configuration Management
The Tools
ITIL – Service Delivery Book
Why IT Service
Management
The Tools Service Level Management
ITIL
COBIT
MOF
ISO 20000
Availability Management
CMMi
ITSCMM
Six Sigma Capacity Management
CMMi for Services
The Instructions
The Resources
IT Service Continuity Management
4
5. The Tools
ITIL – IT Infrastructure Library
Why IT Service
Management
The Tools
Security Management
ITIL
Managing a defined level of security for information and IT
COBIT
Services
MOF
ISO 20000
CMMi
ITSCMM Software Asset Management
Six Sigma This book describes best practices for managing software and
CMMi for Services software licensing
The Instructions
The Resources
Application Management
This book covers the life cycle of software development from initial requirement, enhancement,
defect through development, testing, release (via Release Management) support and archival.
ICT Infrastructure Management
This book details best practices for managing the IT infrastructure.
All of these books overlap with more than one of the ITIL Service Support or Service
Delivery processes.
The Tools
COBIT – Control Objectives for IT
Why IT Service
Management
The Tools
ITIL
COBIT
MOF
ISO 20000
Executive Summary
CMMi
ITSCMM
Six Sigma
CMMi for Services
The Instructions
The Resources Implementation Tool Set
Framework:
High Level Control Objectives
Management Detailed Control
Audit Guidelines
Guidelines Objectives
5
6. The Tools
COBIT – Control Objectives for IT
Why IT Service
Management
The Tools
Business
ITIL
COBIT
MOF
Requirements Information
ISO 20000 IT
CMMi
ITSCMM
Processes
is contro
Six Sigma lle d by
CMMi for Services
Control
by
re
d Objectives
made ef ith
The Instructions
efficient
su
The Resources ea
implemen
is
m
au
to
dit
fective
w
in
ed
ed
by
t
ted with
la
ns
and
tra
fo
ce
rm
for outcome
an
at
rm
ur
ity Activity Audit Control
fo
er
rp
Goals Guidelines Practices
fo
Key Key
Maturity
Performance Goal
Models
Indicators Indicators
The Tools
COBIT – Developed with a Top Down Approach
Why IT Service
Management
The Tools
ITIL
COBIT Domains Plan and Organize (PO)
MOF
ISO 20000 4 Acquire and Implement (AI)
CMMi Deliver and Support (DS)
ITSCMM
Six Sigma
Monitor and Evaluate (M)
CMMi for Services
The Instructions
The Resources
Processes
34
Activities
318
6
7. The Tools
COBIT – Process Domains
Why IT Service
Management
The Tools
Plan and Organize (PO)
ITIL
This domain covers strategy and tactics, and concerns the identification of the way that IT can best
COBIT
contribute to the achievement of the business objectoves.
MOF
ISO 20000
CMMi
ITSCMM Acquire and Implement (AI)
Six Sigma This domain covers the identification, development, acquisition, implementation, integration and
CMMi for Services maintenance of IT solutions
The Instructions
The Resources
Delivery and Support (DS)
This domain covers the actual delivery of required services including service delivery, management
of security and continuity, service support for users, and the management of data and operational
facilities.
Monitor and Evaluate (ME)
This domain covers performance management and monitoring of internal control, regulatory
compliance and governance.
The Tools
COBIT – Deliver and Support (DS) Domain
Why IT Service
Management
The Tools
DS1 – Define and Manage Service Levels
ITIL
COBIT
DS2 – Manage Third Party Services
MOF DS3 – Manage Performance and Capacity
ISO 20000 DS4 – Ensure Continuous Service
CMMi DS5 – Ensure Systems Security
ITSCMM
DS6 – Identify and Allocate Costs
Six Sigma
CMMi for Services
DS7 – Educate and Train Users
The Instructions DS8 – Manage Service Desk and Incidents
The Resources DS9 – Manage the Configuration
DS10 – Manage Problems
DS11 – Manage Data
DS12 – Manage the Physical Environment
DS13 – Manage Operations
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8. The Tools
MOF – Microsoft Operations Framework
Why IT Service
Management
The Tools Publication Description
ITIL MOF Business value of MOF, why organizations
COBIT Executive should adopt MOF, road map to adoption.
MOF Overview
ISO 20000
MOF Process High-level discussion of the MOF Process Model,
CMMi
Model for how it relates to the other models and disciplines,
ITSCMM
Operations and implementation scenarios.
Six Sigma
CMMi for Services MOF Team High-level discussion of the MOF Team Model,
The Instructions Model for how it relates to the other models and disciplines,
The Resources Operations and implementation scenarios.
MOF Risk Detailed discussion of the MOF Risk
Management Management Discipline and its importance to an
Discipline for IT organization.
Operations
MOF service Detailed discussion of each service management function (SMF) as described in the
management MOF Process Model for Operations paper. Also discusses in detail the relationship
function between the SMFs, the other MOF models, and the Information Technology
(SMF) guides Infrastructure Library (ITIL) disciplines.
Operations Detailed discussion about the four operational management reviews, what they consist
management of, and how they are conducted.
review (OMR)
guides
The Tools
MOF – Microsoft Operations Framework
Why IT Service
Management
The Tools MOF principles and guidance are also organized around three core
ITIL
models, which are each manifested within the individual service
COBIT
MOF management functions (SMFs). These three models:
ISO 20000
CMMi
ITSCMM
• MOF Team Model
Six Sigma
CMMi for Services • MOF Process Model
The Instructions
• MOF Risk Model
The Resources
8
9. The Tools
MOF – Team Model
Why IT Service
Management
The Tools
ITIL
Team Quality Goal
COBIT
MOF Release Release and change management
ISO 20000
CMMi Infrastructure Management of physical
ITSCMM
environments and infrastructure
tools
Six Sigma
CMMi for Services Support Quality customer support and a
The Instructions service culture
The Resources Operations Predictable, repeatable, and
automated system management
Partner Mutually beneficial relationships with
service and supply partners
Security Protected corporate assets,
controlled access, and proactive
security planning
For each team role cluster, the MOF team model defines:
• activities and processes
• typical ways in which these role clusters and responsibilities are identified in a production environment
• common requirements for specialists within the role
The Tools
MOF – Process Model
Why IT Service
Management
The Tools
ITIL
COBIT
MOF
ISO 20000
CMMi
ITSCMM
Six Sigma
CMMi for Services
The Instructions
The Resources
Service Management Functions
Operations Management Reviews
MOF Team Role Clusters
9
10. The Tools
MOF – Process Model
Why IT Service
Management
The Tools
ITIL
Changing Quadrant
COBIT
MOF
ISO 20000
CMMi
ITSCMM Service Management Functions
Six Sigma • Change Management
CMMi for Services • Configuration Management
The Instructions
• Release Management
The Resources
Operations Management Reviews
• Change Initiation Review
• Release Readiness Review
MOF Team Role Clusters
• Release Role Cluster
The Tools
MOF – Risk Model
Why IT Service
Management
The Tools
ITIL
COBIT
MOF
ISO 20000
CMMi
ITSCMM
Six Sigma
CMMi for Services
The Instructions
The Resources
• Provides a framework for organizations to identify, categorize, and manage
risks proactively and continuously
• Formalized, in order to ensure that team members are continually alert to the
potential for risks that might result from IT activities
10
11. The Tools
ISO 20000
Why IT Service
Management Organizational certification denoting IT service management quality. Must be
The Tools audited by a certified third party organization. The certificate is good for 3 years.
ITIL
All processes must pass the audit.
COBIT
MOF
Based on:
ISO 20000
CMMi
• ISO 9000
ITSCMM • BS 15000
Six Sigma
CMMi for Services
The Instructions
The Resources
Capacity Service level management Information security
management Service reporting management
Service continuity & Budgeting & accounting
availability management for IT services
Change management
Configuration management
Business relationship
Release Incident management management
management
Problem management Supplier management
The Tools
CMMi
Why IT Service
Management
The Tools Capability Maturity Model Integration (CMMi) is a process improvement
ITIL approach that provides organizations with the essential elements of
COBIT
MOF
effective processes
ISO 20000
CMMi • Used to guide process improvement across a project, a division, or an
ITSCMM
Six Sigma
entire organization
CMMi for Services
The Instructions • Integrates traditionally separate organizational functions
The Resources
• Sets process improvement goals and priorities
• Provides guidance for quality processes
• Provides a point of reference for appraising current processes
11
12. The Tools
CMMi - Products
Why IT Service
Management
The Tools Models cover four disciplines.
ITIL
COBIT
MOF
• Systems Engineering (SE)
ISO 20000
CMMi • Software Engineering (SW)
ITSCMM
Six Sigma
CMMi for Services • Integrated Product and Process Development (IPPD)
The Instructions
The Resources
• Supplier Sourcing (SS)
Also included are appraisal methods (SCAMPI) and training.
The Tools
CMMi – Capability Levels
Why IT Service
Management
The Tools
ITIL
COBIT
1 – Performed
MOF Process unpredictable, poorly controlled and reactive
ISO 20000
CMMi 2 – Managed
ITSCMM
Process characterized for projects and is often reactive
Six Sigma
CMMi for Services
The Instructions 3 – Defined
The Resources Process characterized for the organization and is proactive
4 – Quantitatively Managed
Process measured and controlled
5 – Optimizing
Focus on continuous process improvement
12
13. The Tools
CMMi – Processes
Why IT Service
Management
The Tools
Processes are associated with capability levels:
ITIL
COBIT
MOF 2 – Managed
ISO 20000 Requirement Management
CMMi Project Planning
ITSCMM Project Monitoring and Control
Six Sigma Supplier Agreement Monitoring
CMMi for Services Measurement and Analysis
The Instructions Process and Product Quality Assurance
The Resources
Configuration Management
The goal is to progress to the desired capability level.
The Tools
IT Service CMM
Why IT Service
Management
The Tools
ITIL The IT Service Capability Maturity Model, CMM, is a methodology for
COBIT
MOF
determining where an organization is with its adoption of service
ISO 20000 management processes and suggests areas for improvement.
CMMi
ITSCMM
Six Sigma
The ITSCMM suggests what processes a mature IT service organizations
CMMi for Services should have in place.
The Instructions
The Resources
The ITSCMM is used to improve the quality of services.
13
14. The Tools
IT Service CMM
Why IT Service
Management
The Tools
ITIL The Service Capability Maturity Model, CMM, is a methodology for
COBIT
MOF
determining where an organization is with its adoption of service
ISO 20000 management processes and suggests areas for improvement.
CMMi
ITSCMM
Six Sigma
CMMi for Services
contain
The Instructions
Maturity
The Resources
Levels organized by
Key Process
Areas contain
Common
goals
Features
Key
commitment
ability Practices
activity
measurement
verification
The Tools
Six Sigma
Why IT Service
Management
The Tools Six Sigma is a statistically-based quality improvement methodology that can be
ITIL applied to processes (IT service management).
COBIT
MOF
Six Sigma is customer based. The customer drives what to improve – the “right”
ISO 20000
CMMi projects are chosen.
ITSCMM
Six Sigma The goal is to achieve a variance from standard of 6 ∂ which is 3.4 defects per
CMMi for Services
The Instructions
million opportunities (chances for defects):
The Resources
∂ Defects/Million
2 308,537
3 66,807
4 6,210
5 233
6 3.4
At 3 ∂ there will be > 65,000 lost bags/million passengers. At 6 ∂ there will be < 4.
14
15. The Tools
Six Sigma – Core Concepts (DMAIC)
Why IT Service
Management
The Tools
Define: What are the customer’s expectations of the process?
ITIL
COBIT
MOF Measure: What is the rate of occurrence of defects?
ISO 20000
CMMi
ITSCMM
Analyze: Why, when and where do the defects occur?
Six Sigma
CMMi for Services Improve: How can the process be fixed?
The Instructions
The Resources
Control: How can the process continue to stay fixed (or improve)?
Define
Control
Measure
Improve
Analyze
The Tools
CMMi for Services
Why IT Service
Management
The Tools • The purpose CMMI for Services is to extend the CMMi framework to cover the
ITIL provision of services (IT and other services).
COBIT
MOF
• Based on CMMi
ISO 20000
CMMi
ITSCMM • Meant to enhance existing IT service models (ITIL, COBIT)
Six Sigma
CMMi for Services
The Instructions
• Planned for public release mid 2007.
The Resources
15
16. The Tools
CMMi for Services – 4 Process Areas
Why IT Service
Management
The Tools Process Management In CMMI
ITIL • Organizational Innovation and Deployment (OID) √
COBIT • Organizational Process Definition (OPD) √
MOF
• Organizational Process Focus (OPF) √
ISO 20000
CMMi
• Organizational Process Performance (OPP) √
ITSCMM • Organizational Service Management (OSM)
Six Sigma • Organizational Training (OT) √
CMMi for Services
The Instructions
The Resources Project Management
• Capacity and Availability Management (CAM)
• Integrated Project Management (IPM) √
• Project Monitoring and Control (PMC) √
• Project Planning (PP) √
• Requirements Management (REQM) √
• Risk Management (RSKM) √
• Quantitative Project Management (QPM) √
• Service Continuity (SCON)
• Supplier Agreement Management (SAM) √
Italicized processes are optional
The Tools
CMMi for Services – 4 Process Areas
Why IT Service
Management
The Tools Service Establishment and Delivery In CMMI
ITIL • Incident and Request Management (IRM)
COBIT • Service Delivery (SD)
MOF
• Service System Development (SSD)
ISO 20000
CMMi
• Service Transition (ST)
ITSCMM
Six Sigma Support
CMMi for Services
• Causal Analysis and Resolution (CAR) √
The Instructions
The Resources
• Configuration Management (CM) √
• Decision Analysis and Resolution (DAR) √
• Measurement and Analysis (MA) √
• Problem Management (PRM)
• Process and Product Quality Assurance (PPQA) √
Each Process is required at a certain maturity level
Each Process has a specific purpose
Each Process has specific goals and practices as well as generic goals and
processes
Specific practices support specific goals
Specific practices have typical work products and subpractices
Italicized processes are optional
16
17. The Tools
CMMi for Services – Maturity Levels
Why IT Service
Management Maturity Level 2
The Tools • Project Monitoring and Control (PMC) 2/10
ITIL • Project Planning (PP) 3/14
COBIT • Requirements Management (REQM)
MOF • Supplier Agreement Management (SAM)
ISO 20000
• Incident and Request Management (IRM)
CMMi
• Configuration Management (CM)
ITSCMM
• Measurement and Analysis (MA)
Six Sigma
• Process and Product Quality Assurance (PPQA)
CMMi for Services
The Instructions
The Resources Maturity Level 3
• Organizational Process Definition (OPD)
• Organizational Process Focus (OPF)
• Organizational Service Management (OSM)
• Organizational Training (OT)
• Capacity and Availability Management (CAM)
• Integrated Project Management (IPM)
• Risk Management (RSKM)
• Service Delivery (SD)
• Service System Development (SSD)
• Service Transition (ST)
• Decision Analysis and Resolution (DAR)
• Problem Management (PRM)
The Tools
CMMi for Services – Maturity Levels
Why IT Service
Management Maturity Level 4
The Tools • Organizational Process Performance (OPP)
ITIL • Quantitative Project Management (QPM)
COBIT
MOF
ISO 20000
Maturity Level 5
CMMi • Organizational Innovation and Deployment (OID)
ITSCMM • Causal Analysis and Resolution (CAR)
Six Sigma
CMMi for Services
The Instructions
The Resources
17
18. The Tools
ITIL v 3.0
Why IT Service
Management
The Tools • Based on ITIL v 2
ITIL
COBIT • Initially, five new book titles – others to come later
MOF
ISO 20000
• Adds depth to ITIL v 2 guidance
n
CMMi
tio
Se
ITSCMM
ra
pe
Six Sigma • Heavy focus on service level management
rvi
O
CMMi for Services
ce
ice
The Instructions
De
• Separates handling of service requests from incident management into a new
Service
rv
The Resources
s
Se
process area – request management
ign
Strategy
• Identifies the concept of knowledge management
• Released May 30, 2007 Service Transition
Continual
Service
Improvement
The Tools
IT Service Management Step-by-Step (Greg’s Method)
Why IT Service
Management
The Tools
ITIL
COBIT
MOF
ISO 20000
CMMi
ITSCMM
Six Sigma
Phase I Phase II Phase III Phase IV
CMMi for Services
Establish Process Implement Analyze Process Identify Process
The Instructions
Process Changes Metrics Opportunities for
The Resources Direction
Improvement
Steps
Activities
Deliverables
18
19. The Instructions
Why IT Service
Management
The Tools
1. Become familiar with your tools and their use
ITIL
COBIT
MOF 2. Identify ISO 20000 achievement as a goal?
ISO 20000
CMMi
ITSCMM
3. Determine and build a standardized service management process
Six Sigma improvement methodology, using Six Sigma and/or some other
CMMi for Services methodology
The Instructions
The Resources
4. Use COBIT to provide high level process governance and metrics
5. Use MOF and ITIL to provide process “best practices” guidance
6. Use ITSCMM or sCMM (CMMi) in order to measure process maturity
7. Continuously improve the processes using the methodology in step 3
8. Monitor changes in the tools available (CMMi for Services and ITIL v 3)
The Resources
Why IT Service
Management
The Tools
ITIL – www.itsmf.com
ITIL
COBIT
MOF COBIT – www.isaca.org
ISO 20000
CMMi
MOF – www.microsoft.com/mof
ITSCMM
Six Sigma
CMMi for Services ISO 20000 - www.iso.org
The Instructions
The Resources
CMM/CMMi - http://www.sei.cmu.edu/cmmi/
CMMi for
Services - http://www.sei.cmu.edu/news-at-sei/whats-new/20060320cmmi.htm
ITSCMM - http://www.itservicecmm.org/
Six Sigma - http://www.asq.org/sixsigma/
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