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Introduction
The presentation is all about the competencies associated to governance and management of ICT services.
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Introduction
The highlighted topics are lessons learned from existing standards and practices to elicit and elaborate what to know, what to do, and what to be in ICT service management.
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Introduction
The presentation talks to people who are tasked to deliver the performance expectations of ICT in the organization.
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Introduction
The customers of ICT in the organization will find the topics relevant in their way to understand the value of ICT organization to the strategy and performance of business.
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Introduction
The training approach allows walk-through of standards documentation, story telling and analysis, template examination, and structured discussion.
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Essential Questions
Identify key questions to speak of knowledge and performance areas in ICT governance and service management
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Essential Questions
1.What documented and reusable best practices to benchmark, analyze and draw service improvement requirements of the organization for ICT?
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Essential Questions
2.What it means to lead ICT services in the organization?
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Essential Questions
3.What is the business of ICT services, or the alignment of ICT to the strategic intent of the organization?
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Essential Questions
4.How to justify, plan, build, release, maintain and sustain ICT services and solutions for the organization?
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Essential Questions
5.What are the critical phases, tasks, process, roles, metrics, methods, and technology in the governance and management of ICT services?
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Essential Questions
6.How to deliver and support the ICT services and manage performance requirements for ICT of the organization?
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Essential Questions
7.How to insure the integrity of the ICT services and products in the organization?
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Essential Questions
8.How to use open standard software to manage the ICT services of the organization?
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ICT=SERVICE PROVIDER
Efficiency and Effectivity Separable from Business Expense to Control Technical Experts
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ICT=STRATEGIC PARTNER
Business Growth Inseparable from Business Investment to Manage Business Problem Solver
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Demings QM Cycle
Business Requirements Customer Requirements Request for new/changed services Other processes e.g. business, supplier, customer Service Desk Other teams, e.g. security, IT operations
Management Responsibility
Plan service management
PLAN
Business Results
Customer Satisfaction
DO
Continual improvement
ACT
New / changed services Other processes e.g. business, supplier, customer Other teams, e.g. security, IT operations
CHECK
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4.
Competition Increase dependency on ICT Higher visibility of service failures More exacting customer demands
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6.
7.
8.
Increased complexity of the ICT Infrastructure Rationalization Developmental Agenda and Funds Cost and sustainability
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Service Support
Business Managers
Apps Server
Web server Database Server eMail Server Security Server Service Management johnmacasio@gmail.com
Intranet-Internet
Business Unit
Business Unit
Business Unit
Service Units
2 APPLICATION ENVIRONMENT
Documents Processing Internet Browsing
3 DATA ENVIRONMENT
Operating Software
Digital Security
Operating Devices
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Bandwidth
5 CONNECTIVITY ENVIRONMENT
Transactional Data
1. HARDWARE 2. SOFTWARE
3. NETWORK 4. SECURITY 5. SKILLS 6. STANDARDS 7. POLICIES 8. SERVICE DESK
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To To To To
Malcolm Fry
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ACCOUNTABILITY RESPONSIBILITIES
-Documentation -Procedure -Identification & documentation of customers needs and service commitment -Establish and implement procedures to document needs and service commitment
STANDARDS
Service Level Management Sourcing Strategy
Service Delivery Planning Management Service Tracking and Oversight Subcontract Management Configuration Management
Strategic Planning Financial Planning Capacity Planning Project Management IT Audit Conract Management Procurement Management IT Asset Management
Event Management
Service Quality Assurance johnmacasio@gmail.com
Benchmarking Standards
Best practice framework and standards to benchmark understanding and performance of ICT governance and service management of the organization.
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Benchmarking Standards
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Benchmarking Standards
COBIT The Responsibility Domains
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Benchmarking Standards
COBIT: Plan & Organize Are IT and the business strategy
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aligned? Is the enterprise achieving optimum use of its resources? Does everyone in the organisation understand the IT objectives? Are IT risks understood and being managed? Is the quality of IT systems appropriate for business needs?
Benchmarking Standards
COBIT: Acquire & Implement Are new projects likely to deliver
solutions that meet business needs? Are new projects likely to be delivered on time and within budget? Will the new systems work properly when implemented? Will changes be made without upsetting current business operations?
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Benchmarking Standards
COBIT: Deliver & Support Are IT services being delivered in line
with business priorities? Are IT costs optimised? Is the workforce able to use the IT systems productively and safely? Are adequate confidentiality, integrity and availability in place for information security?
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Benchmarking Standards
COBIT: Monitor & Evaluate Is ITs performance measured to
detect problems before it is too late? Does management ensure that internal controls are effective and efficient? Can IT performance be linked back to business goals? Are adequate confidentiality, integrity and availability controls in place for information security?
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Benchmarking Standards
ITIL
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Benchmarking Standards
ITIL Service Strategy How customers will make service sourcing decisions with respect to use of different types of service providers How visibility and control over value creation will be achieved through financial management
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Benchmarking Standards
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ITIL Service Strategy How robust business cases will be created to secure strategic investment in service assets and service management capabilities How the allocation of available resources will be tuned to optimal effect across the portfolio of services How service performance will be measured.
Benchmarking Standards
ITIL Service Strategy What services should be offered Who the services should be offered to How the customer(s) and stakeholders will perceive and measure value, and how this value will be created
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Benchmarking Standards
ITIL Service Design: Goals Design services to meet agreed business outcomes Design processes to support the service lifecycle Identify and manage risks Design secure and resilient IT infrastructures, environments, application and data/information resources and capability
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Benchmarking Standards
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Benchmarking Standards
ITIL Service Transition The role of Service Transition is to deliver services that are required by the business into operational use.
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Benchmarking Standards
ITIL Service Operation The purpose of Service Operation is to deliver agreed levels of service to users and customers, and to manage the applications, technology and infrastructure that support delivery of the services.
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Benchmarking Standards
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Benchmarking Standards
ISO/IEC 20000
Service Design & Management Processes
Security Management Availability & Service Continuity Service Level Management Service Reporting Capacity Management
Control Processes
Configuration Management Change Management
Financial Management
Release Processes
Release Management
Relationship Processes
Business Relationship Management Supplier Management
Resolution Processes
Incident Management Problem Management
Automation
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johnmacasio@gmail.com
johnmacasio@gmail.com
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Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.
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It is the effective and efficient process driven management regarding the quality of ICT services, provided to end-users
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Ensuring the quality of products and services based on the reasonable expectations of customers Enabling business to meet strategic business goals
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BUSINESS PROCESSES
ICT SERVICES
SERVICE MANAGEMENT
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3.
4.
5.
Effort hours reduced Number of processes improved Transaction time reduced Number of hours and money saved due to process improvement Time and cost savings
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johnmacasio@gmail.com
3.
4.
5.
Effort hours reduced Number of processes improved Transaction time reduced Number of hours and money saved due to process improvement Time and cost savings
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johnmacasio@gmail.com
9. 10.
Reduction of Redundancies Material Savings Immediacy and accuracy of information Increased in social return Positive image and customer confidence
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LEADERSHIP MOTIVATION
STRUCTURE PROCESS SKILLS TECHNOLOGY SUPPLIERS CULTURE
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GOVERNANCE
Ensures clarity of, and accountability for the desired outcomes Enables understanding of the full scope of effort
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GOVERNANCE
Breaks down the 'silos' and 'connects the dots' Manage the full economic life cycle Senses and responds To changes and deviations
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GOVERNANCE
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Structure: involves the existence of responsible functions such as IT executives and a diversity IT Committees. Processes refer to strategic IT decision making and monitoring. Relational: business/IT participation, strategic dialog and shared learning.
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Governance Requirements
Outlines the organization and leadership imperatives for efficient, effective, reliable, sustainable and secure governance and management of ICT services
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ICT Governance
It is specifying decision rights and accountability framework to encourage desirable behaviour in the use of ICT in the organization.
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Governance Requirements
1. Leadership Decision Imperatives
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Governance Requirements
ICT PRINCIPLES
Decision on the high level statements on how ICT is to be used by the organization in order to bring about the business and service principles in pursuing the social and economic development goals.
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Governance Requirements
ARCHITECTURE
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Decision on the integrative model and the set of performance, process, data, application and technology reference standards to guide the organization to logically mapped out the requirements and metrics to be implemented in the solution development and delivery of ICT services.
Governance Requirements
ICT INFRASTRUCTURE
Decision on the integrative, standard-based and strategic approaches to acquire and construct the ICT foundation of the organizations operating platform, network, application, databases, security and business continuity.
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Governance Requirements
APPLICATION SOLUTION NEEDS
Decision on suitable ICT application to be acquired or developed to enable the technology mediated process to create, capture, share, and reuse information, and to mediate communication, transaction and interactivity.
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BUSINESS STRATEGY
ARCHITECTURE STRATEGY
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1. Business MANDATE
VISION MISSION VALUES
T E C H N O L O G Y
CORE CAPABILITIES
DIFFERENTIATING CAPABILITIES
FUND SOURCES
Vision Mission Values Goals Objectives ARCHITECTURE Investment Sourcing Funds Results Metrics Risks Timelines Governance
DRIVERS
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Phase 4
Phase 3
CONTRACT DEVELOPMENT
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johnmacasio@gmail.com
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Service Operation
Identify the key processes and practices to deliver and support the operation of ICT services.
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Service Operation
-Operation Metrics
Operational Availability Uptime/downtime Server and Network Resource Utilization CPU Utilization Storage/Storage Growth Bandwidth
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Service Operation
-Operation Metrics
Process Effectiveness Incident Management Problem Management Change Management
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Service Operation
-Operation Metrics
Service Health Infrastructure Applications Resource Cost People Cost Asset Cost Service Cost
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Service Operation
1.
2.
3.
4.
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Service Operation
1. 2. 3. 4.
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Service Operation
1.
-Configuration Management
Is there better control of IT assets? Is there better support of the delivery of quality IT services? Has economic service provisioning been enhanced? Are there support, integration and interfacing to all other ITSM processes?
2.
3.
4.
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Service Operation
-Configuration Management
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Service Operation
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Service Operation
-Service Delivery
1.
2.
Service Level Management maintain and improve the level of service to the organization Availability Management optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service to meet business requirements
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Service Operation
-Service Delivery
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Capacity Management enables an organization to tactically manage resources and strategically plan for future resource requirements IT Service Continuity managing an organization's capability to provide the necessary level of service following an interruption of service
Service Operation
-Service Delivery
Financial Management for IT Services - managing the costs associated with providing the organization with the resources needed to meet requirements Security Management insure integrity and confidentiality
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Service Operation
-Service Support
Incident Management - the day-to-day process that restores normal acceptable service with a minimal impact on business Problem Management - the diagnosis of the root causes of incidents in an effort to proactively eliminate and manage them
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Service Operation
-Service Support
Configuration Management process of maintaining data on the physical and logical perspective of the IT infrastructure and provision status of ICT services. Change Management standard methods and procedures for effective managing of all changes
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Service Operation
-Service Support
Release Management process of testing, verification, and release of changes to the IT environment Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT
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Service Operation
-Service Support
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