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Welcome!
                      W l    !
                      Integrating F
                      I       i Frameworks, S d d and
                                        k Standards d
                      Processes




© ITSM Academy 2011                    1
About ITSM Academy

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© ITSM Academy 2011                                                                                      2
                                                                                                                        Welcome!
Agenda

       Why, when and how to integrate ITSM
        frameworks and standards
       Benefits of an integrated process
        approach




Thanks for joining us today.
© ITSM Academy 2011 the chat feature to send in your questions.
Please use                                       3
Why Use Frameworks and Standards

             Adopt best practices
             Adopt a common vocabulary
              Ad                    b l
             Implement new processes
             Formalize e isting
              Formali e existing processes (vs. proced res)
                                           ( s procedures)
             Improve/mature existing processes
             Demonstrate process governance
             Benchmark existing processes
             Obtain a competitive advantage
                           A process framework describes best practices that can be used to
                                define and continually improve a given set of processes.
                      A standard i a d
                         t d d is document th t contains an agreed-upon and approved set of
                                              t that    t i           d         d           d t f
                             requirements that an organization must satisfy to be certified.
                                                                      The ITSM Process Design Guide
© ITSM Academy 2011                                     4
ITSM Frameworks and Standards
         IT service management (ITSM) is an integrated process approach that enables an
         IT organization to deliver services that meet business and customer requirements.


                      Frameworks                                Standards
          ITIL - IT service                         ISO/IEC 20000 – IT service
           management best practices                  management
          COBIT – IT governance                     ISO/IEC 27001 – IT
                                                          /
          Microsoft Operations                       Information security
           Framework (MOF) -                                g
                                                      management
           Integrated best practices,
           principles and activities                      All of these frameworks and
                                                      standards promote the alignment of
                                                       t d d            t th li      t f
                                                              business and IT goals.
© ITSM Academy 2011                             5
Characteristics of Frameworks and Standards

                      ITIL                         ISO/IEC 20000

                                         Defines an agreed-upon repeatable
    Describes best practices
                                         way of doing something

    Provides guidance and suggestions    Defines a formal specification

    Supports organizations’ efforts to   Prescribes a minimum set of practices
    design and continually improve       organizations must have in place to
    processes                            assure quality processes

    Lacks the mandatory controls needed Lists mandatory controls that an
    for an organization to demonstrate organization must have to be
    compliance                          certified
© ITSM Academy 2011                      6
IT Infrastructure Library (ITIL) Uses

                                                              Process Descriptions
          Clarify the scope of ITSM
                                                           Purpose, goals,
                                                            Purpose goals objectives
                Service lifecycle
                Related ITSM processes                    Scope and value
          Establish a common                              Policies, principles, basic
           vocabulary                                       concepts
          Obtain best practice                            Activities, methods,
           guidance                                         techniques
          Access sample diagrams                          Triggers, inputs, outputs,
           and documents                                    interfaces
          Utili complementary
           Utilize      l   t                              Key performance
           publications                                     indicators
          ITIL specifies what you “could” do to
                                                           Challenges, critical success
         improve the quality of your IT services.
                                                            factors,
                                                            factors risks

© ITSM Academy 2011                                 7
ISO/IEC 20000 and ISO/IEC 27000 Uses

            ISO standards specify what you “shall” or “must” do.
          Establish a service management system (SMS)
          Identify the minimum critical activities for achieving
           success
               As specified in an internationally recognized and tested
                standard
             Obtain best practice guidance
             Benchmark performance
             Prepare for audits
             Plan improvements
                An ITIL V3 and ISO/IEC 20000 alignment paper is available at
                            www.best-management-practice.com.
© ITSM Academy 2011                        8
Control Objectives for Information and Related
        Technology (COBIT) Uses


          Identify responsibility
                   y p           y               Obtain process models
                                                          p
           domains required to                    for key processes
           effectively govern IT                  within each domain
           activities
              i ii                                Process descriptions
                                                  
               Plan and Organize                 Control objectives
               Acquire and Implement             Key activities inputs
                                                        activities,
               Deliver and Support                 and outputs
               Monitor and Evaluate              RACI charts
                                                  Goals and metrics
                                                  Maturity models

               A mapping of ITIL V3 with COBIT 4.1 is available at isaca.org.
© ITSM Academy 2011                         9
Microsoft Operations Framework (MOF) Uses

          Obtain practical guidance for everyday IT practices
           and activities
          Gain access to
               Community-generated processes for planning,
                delivering, operating, and managing IT
               Roles d
               R l and responsibilities
                                  ibiliti
               Question-based activities
               Management reviews
               M            t   i w
               Job aids
 An ITIL V3 and MOF 4.0 alignment paper is available
       at www.best-management-practice.com.
© ITSM Academy 2011                    10
But it there’s
                      B t wait… th ’ more!
                                         !




© ITSM Academy 2011              11
Quality Frameworks and Standards

             Total Quality Management (TQM)
             Malcolm Baldrige National Quality Award
             Capability Maturity Model Integration (CMMI)
             Six Sigma
                        g
              Lean Six Sigma
             ISO 9000 and ISO 9001



                      Quality is
                      Q lit i conformance t customer requirements.
                                 f        to t           i       t
                                                           Philip B Crosby
© ITSM Academy 2011                        12
TQM as a Foundational Layer

                      Total Quality Management (Deming Cycle)

                       IT Service Management (ISO/IEC 20000)


                       ITIL          COBIT           MOF

                                   Six Sigma




© ITSM Academy 2011                     13
The Importance of Process Integration

          Measuring a single process is not enough
          The output of one process is input to another
          Consider the effect of changes on integrated
           processes
          Monitor, measure and improve interfaces
          Communicate process integration success to
               Recognize accomplishments
               Show proof of concept
               Provide incentive to continually improve

© ITSM Academy 2011                     14
Measuring Process Integration
                                       Problem Management
                                          Change Management
                       nts
            # of Inciden

                                            Availability, Capacity, Security,
                                            Continuity Management
                                                     Release Management
                                                                    g




                             Incident Management Process Maturity

          E
           Every ITSM process has a relationship with
                              h       l i hi i h
                    Every other ITSM process
                    Other IT processes such as project management
                    Other business processes such as financial management
© ITSM Academy 2011                                   15
Demonstrating Process Governance

          Achieving process maturity and the benefits of
           integration requires process governance
               Demonstrating accountability for the processes and the
                authority to require adherence t th processes
                   th it t       i     dh        to the
               Controlling the definition of the processes and
                interfaces
               Determining process performance and compliance
                through access to and analysis of measurements and
                other records
               Controlling the planning and the prioritizing of process
                improvements
© ITSM Academy 2011                      16
Information Sources

          webstore.ansi.org – acquire ISO standards
          itsmbookstore.com – acquire ITIL core books
          isaca.org – download COBIT 4.1/ITIL to COBIT
           mapping
          microsoft.com/MOF – download MOF 4.0
          best-management-practice.com – official site/download
                                                        /
           ITIL to… ISO/IEC 20000 or MOF alignment papers
          i i 20000 tifi ti
           isoiec20000certification.com – official site
                                            ffi i l it
          itsmprofessor.com – join our blog/post your questions


© ITSM Academy 2011                17
Questions?




© ITSM Academy 2011   18
Implementing ITIL

                                From Help Desk to
                                   Service Desk                                   ITIL SOA
  Visible OPS
                                                                     ITIL PPO

                                   ITIL Managing Across                        ITIL RCV
ITIL Service Strategy                    the Lifecycle
                                                                     ITIL OSA
    ITIL Service Design
                     g

      ITIL Service Transition
                                                                                          Service Transition
          ITIL Service Operation                                                              Overview

                 ITIL Continual
                                                                                    Service Operation
             Service Improvement
                                                                                        Overview




                                                                                                          ITIL
                                                                                                       Foundation

                                                                                              ISO/IEC 20000
                                                                                                Foundation
                          Apollo 13
                           p
                                                                                     MOF
                                                                                   Foundation
    ITIL Executive Briefing
                                                            Customer Service
                                                               Excellence
                                         ITSM                                                          ITIL
                                       Leadership                                                    Overview
                                                          Building Blocks of
                                                           Process Design
Want to Learn More?

                                                             Master

                                                                                                       Certified Process
             ISO/IEC 20000                                    ITIL                                  Design Engineer (CPDE)
               Foundation
                                                             Expert                                   Complementary Course
          Complementary Course                                                                            1.5 credits
                 1 credit                                                 5 credits
                                                 Managing A
                                                 M    i Across th Lif
                                                               the Lifecycle
                                                                          l



       3 credits each                                                                                  4 credits each
                                                       CSI               Service Offerings and Agreement (SOA)
                                            SO
                                    ST
                            SD                                            Release, Control and Validation (RCV)
           SS

                                                                       Planning, Protection and Optimization (PPO)

                                                                         Operational Support and Analysis (OSA)

                             Lifecycle Stream                                       Capability Stream
                                                                                                      © ITSM Academy 2008
                                                         2 credits
                                                       V3 Foundation


© ITSM Academy                                                    20
IT Service Management Professional
        (ITSMP) Diplomas

   ITSM Academy is Licensed by the
      Commission for Independent
   Education, Florida Department of
    Education, offering occupational
           ITSMP® Diplomas.

       On our website, this symbol



 indicates courses which accrue clock
     hours toward a Diploma as:
                Change Manager 
                Support Manager 
            Service Level Manager 


© ITSM Academy                          21
ITSM Academy Affiliates




© ITSM Academy 2011            22

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Integrating ITSM Frameworks, Standards and Processes - ITSM Academy Webinar

  • 1. Welcome! W l ! Integrating F I i Frameworks, S d d and k Standards d Processes © ITSM Academy 2011 1
  • 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  Change/Support/SLM  ITIL Capability (OSA|PPO|RCV|SOA)  Public Classes throughout U.S.  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Corporate On-Site Classes  ITIL Managing Across the Lifecycle (MALC)  Virtual Classes  ITIL Service Manager Bridge  Courseware Licensing  ISO/IEC 20000 Foundation /  Corporate & Partner (GEM)  MOF Foundation  Alumni Program  Practical, Value-Add Workshops p  PMI Global Education Provider  ITSM Leadership  Federal Government (GSA)  ITIL, MOF, ISO 20K Overviews Contractor  Apollo 13, Visible Ops: The Class 13  Certified Woman-Owned Woman Owned  And more! ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries © ITSM Academy 2011 2 Welcome!
  • 3. Agenda  Why, when and how to integrate ITSM frameworks and standards  Benefits of an integrated process approach Thanks for joining us today. © ITSM Academy 2011 the chat feature to send in your questions. Please use 3
  • 4. Why Use Frameworks and Standards  Adopt best practices  Adopt a common vocabulary Ad b l  Implement new processes  Formalize e isting Formali e existing processes (vs. proced res) ( s procedures)  Improve/mature existing processes  Demonstrate process governance  Benchmark existing processes  Obtain a competitive advantage A process framework describes best practices that can be used to define and continually improve a given set of processes. A standard i a d t d d is document th t contains an agreed-upon and approved set of t that t i d d d t f requirements that an organization must satisfy to be certified. The ITSM Process Design Guide © ITSM Academy 2011 4
  • 5. ITSM Frameworks and Standards IT service management (ITSM) is an integrated process approach that enables an IT organization to deliver services that meet business and customer requirements. Frameworks Standards  ITIL - IT service  ISO/IEC 20000 – IT service management best practices management  COBIT – IT governance  ISO/IEC 27001 – IT /  Microsoft Operations Information security Framework (MOF) - g management Integrated best practices, principles and activities All of these frameworks and standards promote the alignment of t d d t th li t f business and IT goals. © ITSM Academy 2011 5
  • 6. Characteristics of Frameworks and Standards ITIL ISO/IEC 20000 Defines an agreed-upon repeatable Describes best practices way of doing something Provides guidance and suggestions Defines a formal specification Supports organizations’ efforts to Prescribes a minimum set of practices design and continually improve organizations must have in place to processes assure quality processes Lacks the mandatory controls needed Lists mandatory controls that an for an organization to demonstrate organization must have to be compliance certified © ITSM Academy 2011 6
  • 7. IT Infrastructure Library (ITIL) Uses Process Descriptions  Clarify the scope of ITSM  Purpose, goals, Purpose goals objectives  Service lifecycle  Related ITSM processes  Scope and value  Establish a common  Policies, principles, basic vocabulary concepts  Obtain best practice  Activities, methods, guidance techniques  Access sample diagrams  Triggers, inputs, outputs, and documents interfaces  Utili complementary Utilize l t  Key performance publications indicators ITIL specifies what you “could” do to  Challenges, critical success improve the quality of your IT services. factors, factors risks © ITSM Academy 2011 7
  • 8. ISO/IEC 20000 and ISO/IEC 27000 Uses ISO standards specify what you “shall” or “must” do.  Establish a service management system (SMS)  Identify the minimum critical activities for achieving success As specified in an internationally recognized and tested standard  Obtain best practice guidance  Benchmark performance  Prepare for audits  Plan improvements An ITIL V3 and ISO/IEC 20000 alignment paper is available at www.best-management-practice.com. © ITSM Academy 2011 8
  • 9. Control Objectives for Information and Related Technology (COBIT) Uses  Identify responsibility y p y  Obtain process models p domains required to for key processes effectively govern IT within each domain activities i ii Process descriptions  Plan and Organize Control objectives Acquire and Implement Key activities inputs activities, Deliver and Support and outputs Monitor and Evaluate RACI charts Goals and metrics Maturity models A mapping of ITIL V3 with COBIT 4.1 is available at isaca.org. © ITSM Academy 2011 9
  • 10. Microsoft Operations Framework (MOF) Uses  Obtain practical guidance for everyday IT practices and activities  Gain access to Community-generated processes for planning, delivering, operating, and managing IT Roles d R l and responsibilities ibiliti Question-based activities Management reviews M t i w Job aids An ITIL V3 and MOF 4.0 alignment paper is available at www.best-management-practice.com. © ITSM Academy 2011 10
  • 11. But it there’s B t wait… th ’ more! ! © ITSM Academy 2011 11
  • 12. Quality Frameworks and Standards  Total Quality Management (TQM)  Malcolm Baldrige National Quality Award  Capability Maturity Model Integration (CMMI)  Six Sigma  g Lean Six Sigma  ISO 9000 and ISO 9001 Quality is Q lit i conformance t customer requirements. f to t i t Philip B Crosby © ITSM Academy 2011 12
  • 13. TQM as a Foundational Layer Total Quality Management (Deming Cycle) IT Service Management (ISO/IEC 20000) ITIL COBIT MOF Six Sigma © ITSM Academy 2011 13
  • 14. The Importance of Process Integration  Measuring a single process is not enough  The output of one process is input to another  Consider the effect of changes on integrated processes  Monitor, measure and improve interfaces  Communicate process integration success to Recognize accomplishments Show proof of concept Provide incentive to continually improve © ITSM Academy 2011 14
  • 15. Measuring Process Integration Problem Management Change Management nts # of Inciden Availability, Capacity, Security, Continuity Management Release Management g Incident Management Process Maturity  E Every ITSM process has a relationship with h l i hi i h  Every other ITSM process  Other IT processes such as project management  Other business processes such as financial management © ITSM Academy 2011 15
  • 16. Demonstrating Process Governance  Achieving process maturity and the benefits of integration requires process governance Demonstrating accountability for the processes and the authority to require adherence t th processes th it t i dh to the Controlling the definition of the processes and interfaces Determining process performance and compliance through access to and analysis of measurements and other records Controlling the planning and the prioritizing of process improvements © ITSM Academy 2011 16
  • 17. Information Sources  webstore.ansi.org – acquire ISO standards  itsmbookstore.com – acquire ITIL core books  isaca.org – download COBIT 4.1/ITIL to COBIT mapping  microsoft.com/MOF – download MOF 4.0  best-management-practice.com – official site/download / ITIL to… ISO/IEC 20000 or MOF alignment papers  i i 20000 tifi ti isoiec20000certification.com – official site ffi i l it  itsmprofessor.com – join our blog/post your questions © ITSM Academy 2011 17
  • 19. Implementing ITIL From Help Desk to Service Desk ITIL SOA Visible OPS ITIL PPO ITIL Managing Across ITIL RCV ITIL Service Strategy the Lifecycle ITIL OSA ITIL Service Design g ITIL Service Transition Service Transition ITIL Service Operation Overview ITIL Continual Service Operation Service Improvement Overview ITIL Foundation ISO/IEC 20000 Foundation Apollo 13 p MOF Foundation ITIL Executive Briefing Customer Service Excellence ITSM ITIL Leadership Overview Building Blocks of Process Design
  • 20. Want to Learn More? Master Certified Process ISO/IEC 20000 ITIL Design Engineer (CPDE) Foundation Expert Complementary Course Complementary Course 1.5 credits 1 credit 5 credits Managing A M i Across th Lif the Lifecycle l 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 credits V3 Foundation © ITSM Academy 20
  • 21. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager  © ITSM Academy 21
  • 22. ITSM Academy Affiliates © ITSM Academy 2011 22