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ITIL Service Management Process Process Control Objective COBIT Process

1. SERVICE LEVEL MANAGEMENT DS 1 DS 1.0 Define and Manage Service Levels


The SLM Process DS 1 DS 1.1 Service Level Agreement Framework
Planning the Process DS 1 DS 1.2 Aspects of Service Level Agreements
Implementing the Process DS 1 DS 1.2 Aspects of Service Level Agreements
The On-going Process DS 1 DS 1.5 Review of Service Level Agreements and Contracts
SLA contents and key targets DS 1 DS 1.2 Aspects of Service Level Agreements
Key Performance Indicators and metrics for SLM efficiency and effectiveness DS 1 DS 1.4 Monitoring and Reporting

2. FINANCIAL MANAGEMENT FOR IT SERVICES PO 5 PO 5.0 Manage the IT Investment


Budgeting PO 5 PO 5.1 Annual IT Operating Budget
Developing the IT Accounting system PO 5 PO 5.1 Annual IT Operating Budget
Developing the Charging System DS 6 DS 6.2 Costing Procedures
Planning for IT Accounting and Charging DS 6 DS 6.1 Chargeable Items
Implementation DS 6 DS 6.0 Identify and Allocate Costs
Ongoing management and operation DS 6 DS 6.3 User Billing and Chargeback Procedures

3. CAPACITY MANAGEMENT DS 3 DS 3.0 Manage Performance and Capacity


The Capacity Management process DS 3 DS 3.0 Manage Performance and Capacity
Activities in Capacity Management DS 3 DS 3.7 Capacity Management of Resources
Costs, benefits and possible problems DS 3 DS 3.7 Capacity Management of Resources
Planning and implementation DS 3 DS 3.0 Manage Performance and Capacity
Review of the Capacity Management process DS 3 DS 3.3 Monitoring and Reporting
Interfaces with other SM processes n.a. n.a. n.a.

4. IT Service Continuity Management DS 4 DS 4.0 Ensure Continuous Service


Scope of ITSCM DS 4 DS 4.1 IT Continuity Framework
The Business Continuity Lifecycle DS 4 DS 4.1 IT Continuity Framework
Management Structure DS 4 DS 4.1 IT Continuity Framework
Generating awareness DS 4 DS 4.1 IT Continuity Framework
Interfaces with other SM processes n.a. n.a. n.a.

5. AVAILABILITY MANAGEMENT DS 4 DS 4.0 Ensure Continuous Service

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Basic concepts DS 4 DS 4.2 IT Continuity Plan Strategy and Philosophy


The Availability Management Process DS 4 DS 4.0 Ensure Continuous Service
The Cost of (Un)Availability PO 9 PO 9.4 Assess Risks
Availability Planning DS 3 DS 3.2 Availability Plan
Availability improvement DS 4 DS 4.4 Minimising IT Continuity Requirements
Availability measurement and reporting DS 3 DS 3.3 Monitoring and Reporting
Availability Management tools DS 3 DS 3.4 Modeling Tools
Availability Management methods and techniques DS 3 DS 3.0 Manage Performance and Capacity

6. THE SERVICE DESK DS 8 DS 8.0 Assist and Advise Customers


Overview DS 8 DS 8.1 Help Desk
Implementing a Service Desk infrastructure DS 8 DS 8.1 Help Desk
Service Desk technologies n.a. n.a. n.a.
Service Desk responsibilities, functions, staffing levels etc PO 4 PO 4.4 Roles and Responsibilities
Service Desk staffing skill set PO 7 PO 7.4 Personnel Training
Setting up a Service Desk environment PO 8 PO 8.1 External Requirements Review
Service Desk education and training PO 7 PO 7.4 Personnel Training
Service Desk processes and procedures DS 8 DS 8.0 Assist and Advise Customers
Incident reporting and review DS 5 DS 5.10 Violation and Security Activity Reports

7. INCIDENT MANAGEMENT DS 10 DS 10.0 Manage Problems and Incidents


Goal of Incident Management DS 10 DS 10.0 Manage Problems and Incidents
Scope of Incident Management DS 10 DS 10.1 Problem Management System
Basic concepts DS 10 DS 10.1 Problem Management System
Benefits of Incident Management DS 10 DS 10.1 Problem Management System
Planning and implementation DS 10 DS 10.1 Problem Management System
Incident Management activities DS 10 DS 10.3 Problem Tracking and Audit Trail
Handling of major Incidents DS 10 DS 10.2 Problem Escalation
Roles of the Incident Management process DS 10 DS 10.0 Manage Problems and Incidents
Key Performance Indicators DS 10 DS 10.3 Problem Tracking and Audit Trail
Tools DS 10 DS 10.1 Problem Management System

8. PROBLEM MANAGEMENT DS 10 DS 10.0 Manage Problems and Incidents


Goal of Problem Management DS 10 DS 10.0 Manage Problems and Incidents
Scope of Problem Management DS 10 DS 10.1 Problem Management System
Basic concepts DS 10 DS 10.1 Problem Management System
Benefits of Problem Management DS 10 DS 10.1 Problem Management System
Planning and implementation DS 10 DS 10.1 Problem Management System
Problem control activities DS 10 DS 10.3 Problem Tracking and Audit Trail
Error control activities DS 10 DS 10.3 Problem Tracking and Audit Trail
Proactive Problem Management DS 8 DS 8.5 Trend Analysis and Reporting

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Providing information to the support organisation DS 8 DS 8.5 Trend Analysis and Reporting
Metrics DS 10 DS 10.0 Manage Problems and Incidents
Roles within Problem Management DS 10 DS 10.0 Manage Problems and Incidents

9. CONFIGURATION MANAGEMENT DS 9 DS 9.0 Manage the Configuration


Goal of Configuration Management DS 9 DS 9.0 Manage the Configuration
Scope of Configuration Management DS 9 DS 9.0 Manage the Configuration
Basic concepts DS 9 DS 9.1 Configuration Recording
Benefits and possible problems DS 9 DS 9.1 Configuration Recording
Planning and implementation DS 9 DS 9.1 Configuration Recording
Activities DS 9 DS 9.0 Manage the Configuration
Process control DS 9 DS 9.0 Manage the Configuration
Relations to other processes n.a. n.a. n.a.
Tools specific to the Configuration Management process n.a. n.a. n.a.
Impact of new technology n.a. n.a. n.a.
Guidance on Configuration Management n.a. n.a. n.a.

10. CHANGE MANAGEMENT AI 6 AI 6.0 Manage Changes


Goal of Change Management AI 6 AI 6.0 Manage Changes
Scope of Change Management AI 6 AI 6.0 Manage Changes
Basic concepts AI 6 AI 6.1 Change Request Initiation and Control
Benefits, costs and possible problems AI 6 AI 6.2 Impact Assessment
Activities AI 6 AI 6.0 Manage Changes
Planning and implementation AI 6 AI 6.0 Manage Changes
Metrics and management reporting AI 6 AI 6.2 Impact Assessment
Software tools AI 6 AI 6.3 Control of Changes
Impact of new technology n.a. n.a. n.a.

11. RELEASE MANAGEMENT AI 5 AI 5.0 Install and Accredit Systems


Goal of Release Management AI 5 AI 5.0 Software Release Policy
Scope of Release Management AI 5 AI 5.0 Software Release Policy
Basic concepts AI 5 AI 5.0 Software Release Policy
Benefits and possible problems AI 5 AI 5.0 Software Release Policy
Planning and implementation AI 5 AI 5.0 Software Release Policy
Process control AI 5 AI 5.0 Software Release Policy
Relations to other processes n.a. n.a. n.a.
Tools specific to the Release Management process n.a. n.a. n.a.
Guidance for successful Release Management AI 5 AI 5.0 Software Release Policy

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PO Planning & Organisation ITIL Prozess ITIL Book

PO1 Define a Strategic IT Plan Design and Planning: Strategic Management ITIL ICT Infrastructure Management
PO 1.1 IT as Part of the Organisation's Long- and Short-Range Plan Design and implementing a Plan ITIL ICT Infrastructure Management
PO 1.2 IT Long-Range Plan Setting goals and objectives ITIL ICT Infrastructure Management
PO 1.3 IT Long-Range Planning-Approach and Structure Developing a strategy ITIL ICT Infrastructure Management
PO 1.4 IT Long-Range Plan Changes Design and implementing a Plan ITIL ICT Infrastructure Management
PO 1.5 Short-Range Planning for the IT Function Design and implementing a Plan ITIL ICT Infrastructure Management
PO 1.6 Communication of IT Plans Deployment: Communication Plan ITIL ICT Infrastructure Management
PO 1.7 Monitoring and Evaluating of IT Plans Review and evaluating progress of the plan ITIL ICT Infrastructure Management
PO 1.8 Assessment of Existing Systems Review the current position (SWOT) ITIL ICT Infrastructure Management

PO2 Define the Information Architecture Design and Planning: the ICT Architecture ITIL ICT Infrastructure Management
PO 2.1 Information Architecture Model Technology Architecture ITIL ICT Infrastructure Management
PO 2.2 Corporate Data Dictionary and Data Syntax Rules Technology Architecture ITIL ICT Infrastructure Management
PO 2.3 Data Classification Scheme n.a.
PO 2.4 Security Levels Security Management

PO3 Determine Technological Direction Design and Planning: the ICT Architecture ITIL ICT Infrastructure Management
PO 3.1 Technological Infrastructure Planning Technology Architecture ITIL ICT Infrastructure Management
PO 3.2 Monitor Future Trends and Regulations Management Architecture (Selecting) ITIL ICT Infrastructure Management
PO 3.3 Technological Infrastructure Contingency IT Service Continuity Mgmt ITIL Service Delivery
PO 3.4 Hardware and Software Acquisition Plans Design and implementing a Plan ITIL ICT Infrastructure Management
PO 3.5 Technology Standards The design and development of ICT standards and policies ITIL ICT Infrastructure Management

PO4 Define the IT Organisation and Relationships ITIL Planning to implement Service Management
PO 4.1 IT Planning or Steering Committee generic ITIL Planning to implement Service Management
PO 4.2 Organisational Placement of the IT Function generic ITIL Planning to implement Service Management
PO 4.3 Review of Organisational Achievements generic ITIL Planning to implement Service Management
PO 4.4 Roles and Responsibilities Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM
PO 4.5 Responsibility for Quality Assurance Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM
PO 4.6 Responsibility for Logical and Physical Security Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM
PO 4.7 Ownership and Custodianship Infrastructure Design (Ownership issues) ITIL ICT Infrastructure Management
PO 4.8 Data and System Ownership Infrastructure Design (Ownership issues) ITIL ICT Infrastructure Management
PO 4.9 Supervision Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM
PO 4.10 Segregation of Duties generic ITIL Security Management
PO 4.11 IT Staffing ICT Operational Roles ITIL Service Delivery & Service Support & ICT IM
PO 4.12 Job or Position Descriptions for IT Staff ICT Operational Roles ITIL Service Delivery & Service Support & ICT IM
PO 4.13 Key IT Personnel ICT Operational Roles ITIL Service Delivery & Service Support & ICT IM
PO 4.14 Contracted Staff Policies and Procedures Suppliers and Procurement ITIL ICT Infrastructure Management
PO 4.15 Relationships Suppliers and Procurement ITIL ICT Infrastructure Management

PO5 Manage the IT Investment ITIL Financial Mgmt for IT Services ITIL Service Delivery
PO 5.1 Annual IT Operating Budget ITIL Financial Management ITIL Service Delivery
PO 5.2 Cost and Benefit Monitoring ITIL Financial Management ITIL Service Delivery
PO 5.3 Cost and Benefit Justification ITIL Financial Management ITIL Service Delivery

PO6 Communicate Management Aims and Direction ITIL Planning to implement Service Management
PO 6.1 Positive Information Control Environment Communication the vision ITIL Planning to implement Service Management
PO 6.10 Management's Responsibility for Policies generic ITIL Planning to implement Service Management
PO 6.11 Communication of Organisation Policies generic ITIL Security Management
PO 6.2 Policy Implementation Resources Roles for implementation (Authority Matrix) ITIL Planning to implement Service Management
PO 6.3 Maintenance of Policies generic ITIL Planning to implement Service Management
PO 6.4 Compliance with Policies, Procedures and Standards generic ITIL Planning to implement Service Management
PO 6.5 Quality Commitment generic ITIL Planning to implement Service Management
PO 6.6 Security and Internal Control Framework Policy generic ITIL Planning to implement Service Management
PO 6.7 Intellectual Property Rights generic ITIL Planning to implement Service Management

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PO 6.8 Issue-Specific Policies generic ITIL Planning to implement Service Management


PO 6.9 Communication of IT Security Awareness n.a. n.a.

PO7 Manage Human Resources ITIL Planning to implement Service Management


PO 7.1 Personnel Recruitment and Promotion n.a. ITIL Planning to implement Service Management
PO 7.2 Personnel Qualifications Roles, responsibilities and interfaces; Training ITIL Service Delivery & Service Support & ICT IM
PO 7.3 Roles and Responsibilities Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM
PO 7.4 Personnel Training Training ITIL ICT Infrastructure Management
PO 7.5 Cross-Training or Staff Back-up Training ITIL ICT Infrastructure Management
PO 7.6 Personnel Clearance Procedures generic ITIL Security Management
PO 7.7 Employee Job Performance Evaluation Where are we now: People ITIL ICT Infrastructure Management
PO 7.8 Job Change and Termination n.a. n.a.

PO8 Ensure Compliance with External Requirements n.a.


PO 8.1 External Requirements Review n.a. n.a.
PO 8.2 Practices and Procedures for Complying with External Requirements n.a. n.a.
PO 8.3 Safety and Ergonomic Compliance n.a. n.a.
PO 8.4 Privacy, Intellectual Property and Data Flow generic ITIL Security Management
PO 8.5 Electronic Commerce n.a. n.a.
PO 8.6 Compliance with Insurance Contracts n.a. n.a.

PO9 Assess Risks ITIL The Business Perspective


PO 9.1 Business Risk Assessment ITIL Business Continuity Management ITIL The Business Perspective
PO 9.2 Risk Assessment Approach ITIL Business Continuity Management ITIL The Business Perspective
PO 9.3 Risk Identification ITIL Business Continuity Management ITIL The Business Perspective
PO 9.4 Risk Measurement ITIL Business Continuity Management ITIL The Business Perspective
PO 9.5 Risk Action Plan ITIL Business Continuity Management ITIL The Business Perspective
PO 9.6 Risk Acceptance ITIL Business Continuity Management ITIL The Business Perspective
PO 9.7 Safeguard Selection ITIL Business Continuity Management ITIL The Business Perspective
PO 9.8 Risk Assessment Commitment ITIL Business Continuity Management ITIL The Business Perspective

PO10 Manage Projects n.a.


PO 10.1 Project Management Framework n.a. n.a.
PO 10.10 User Department Participation in Project Initiation Readiness Assessment (Provide a baseline for Risk Mgmt) ITIL Application Management
PO 10.11 Project Team Membership and Responsibilities Design, Build, Deploy: Testing ITIL Application Management
PO 10.12 Project Definition Deploy: training strategies ITIL Application Management
PO 10.13 Project Approval Optimize: Application review Process ITIL Application Management
PO 10.2 Project Phase Approval Managing the business Value ITIL Application Management
PO 10.3 Project Master Plan Organising roles and functions ITIL Application Management
PO 10.4 System Quality Assurance Plan n.a. n.a.
PO 10.5 Planning of Assurance Methods n.a. n.a.
PO 10.6 Formal Project Risk Management n.a. n.a.
PO 10.7 Test Plan n.a. n.a.
PO 10.8 Training Plan The Application Management lifecycle ITIL Application Management
PO 10.9 Post-Implementation Review Plan Control methods and techniques ITIL Application Management

PO11 Manage Quality ITIL Planning to implement Service Management


PO 11.1 General Quality Plan Quality Management ITIL Planning to implement Service Management
PO 11.2 Quality Assurance Approach Quality Management ITIL Planning to implement Service Management
PO 11.3 Quality Assurance Planning Formal quality initiatives ITIL Application Management
PO 11.4 Quality Assurance Review of Adherence to IT Standards and Procedures Formal quality initiatives ITIL Application Management
PO 11.5 System Development Life Cycle Methodology ITIL Application Management ITIL Application Management
PO 11.6 System Development Life Cycle Methodology for Major Changes to Existing Technology The Application Management lifecycle ITIL Application Management
PO 11.7 Updating of the System Development Life Cycle Methodology Control methods and techniques ITIL Application Management
PO 11.8 Coordination and Communication Communication plan ITIL Planning to implement Service Management
PO 11.9 Acquisition and Maintenance Framework for the Technology Infrastructure n.a. n.a.
PO 11.10 Third-Party Implementor Relationships n.a. n.a.
PO 11.11 Programme Documentation Standards Control methods and techniques ITIL Application Management
PO 11.12 Programme Testing Standards Control methods and techniques ITIL Application Management
PO 11.13 System Testing Standards Control methods and techniques ITIL Application Management
PO 11.14 Parallel/Pilot Testing Deploy: Pilot Deployment ITIL Application Management
PO 11.15 System Testing Documentation Control methods and techniques ITIL Application Management
PO 11.16 Quality Assurance Evaluation of Adherence to Development Standards Control methods and techniques ITIL Application Management
PO 11.17 Quality Assurance Review of the Achievement of IT Objectives Critical success factors and Key performance indicators ITIL Planning to implement Service Management

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PO 11.18 Quality Metrics Critical success factors and Key performance indicators ITIL Planning to implement Service Management
PO 11.19 Reports of Quality Assurance Reviews Ongoing monitoring and process reviews ITIL Planning to implement Service Management

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AI Acquisition & Implementation Process ITIL Book

AI1 Identify Automated Solutions ITIL Application Management


AI 1.1 Definition of Information Requirements Service Level Management ITIL Service Delivery
AI 1.2 Formulation of Alternative Courses of Action Defining the delivery strategy ITIL Application Management
AI 1.3 Formulation of Acquisition Strategy Defining the delivery strategy ITIL Application Management
AI 1.4 Third-Party Service Requirements Service Level Management ITIL Service Delivery
AI 1.5 Technological Feasibility Study Change Management ITIL ICT Infrastructure Management
AI 1.6 Economic Feasibility Study Financial Management for IT Services ITIL Service Delivery
AI 1.7 Information Architecture n.a. ITIL ICT Infrastructure Management
AI 1.8 Risk Analysis Report Change Management ITIL Service Support
AI 1.9 Cost-Effective Security Controls Security Management ITIL Security Management
AI 1.10 Audit Trails Design n.a. n.a.
AI 1.11 Ergonomics n.a. ITIL ICT Infrastructure Management
AI 1.12 Selection of System Software Release Management ITIL Service Support
AI 1.13 Procurement Control n.a. ITIL ICT Infrastructure Management
AI 1.14 Software Product Acquisition n.a. ITIL ICT Infrastructure Management
AI 1.15 Third-Party Software Maintenance Service Level Management ITIL Service Delivery
AI 1.16 Contract Application Programming n.a. ITIL Application Management
AI 1.17 Acceptance of Facilities Build ITIL ICT Infrastructure Management
AI 1.18 Acceptance of Technology Build ITIL ICT Infrastructure Management

AI2 Acquire and Maintain Application Software ITIL Application Management


AI 2.1 Design Methods Control Methods and techniques ITIL Application Management
AI 2.2 Major Changes to Existing Systems Change Management ITIL Service Support
AI 2.3 Design Approval Change Management ITIL Service Support
AI 2.4 File Requirements Definition and Documentation Change Management ITIL Service Support
AI 2.5 Programme Specifications n.a. n.a.
AI 2.6 Source Data Collection Design Release Management ITIL Service Support
AI 2.7 Input Requirements Definition and Documentation Release Management ITIL Service Support
AI 2.8 Definition of Interfaces Release Management ITIL Service Support
AI 2.9 User-Machine Interface Release Management ITIL Service Support
AI 2.10 Processing Requirements Definition and Documentation Release Management ITIL Service Support
AI 2.11 Output Requirements Definition and Documentation Change Management ITIL Service Support
AI 2.12 Controllability Change Management ITIL Service Support
AI 2.13 Availability as a Key Design Factor Availability Management ITIL Service Delivery
AI 2.14 IT Integrity Provisions in Application Programme Software Release Management ITIL Service Support
AI 2.15 Application Software Testing Change Management ITIL Service Support
AI 2.16 User Reference and Support Materials Release Management ITIL Application Management
AI 2.17 Reassessment of System Design Application review process ITIL Application Management

AI3 Acquire and Maintain Technology Infrastructure ITIL ICT Infrastructure Management
AI 3.1 Assessment of New Hardware and Software Operational control and mgmt of the services, components and their config. ITIL ICT Infrastructure Management
AI 3.2 Preventative Maintenance for Hardware Problem Management ITIL Service Support
AI 3.3 System Software Security Security Management IITIL Security Management
AI 3.4 System Software Installation Operational control and mgmt of the services, components and their config. ITIL ICT Infrastructure Management
AI 3.5 System Software Maintenance Operational control and mgmt of the services, components and their config. ITIL Service Support
AI 3.6 System Software Change Controls Change Management ITIL Service Support
AI 3.7 Use and Monitoring of System Utilities generic ITIL ICT Infrastructure Management

AI4 Develop and Maintain Procedures ITIL Application Management


AI 4.1 Operational Requirements and Service Levels Service Level Management, SLA, OLA, UC ITIL Service Delivery

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AI 4.2 User Procedures Manual Deploy; Distributing applications ITIL Application Management
AI 4.3 Operations Manual Deploy; Distributing applications ITIL Application Management
AI 4.4 Training Materials Deploy; Training strategy ITIL Application Management

AI5 Install and Accredit Systems ITIL Service Support


AI 5.1 Training Release Management (Rollout plan) ITIL Service Support
AI 5.2 Application Software Performance Sizing Change Management ITIL Service Support
AI 5.3 Implementation Plan Release Management (Rollout plan) ITIL Service Support
AI 5.4 System Conversion Release Management (Rollout plan) ITIL Service Support
AI 5.5 Data Conversion Release Management (Rollout plan) ITIL Service Support
AI 5.6 Testing Strategies and Plans Change Management ITIL Service Support
AI 5.7 Testing of Changes Change Management ITIL Service Support
AI 5.8 Parallel/Pilot Testing Criteria and Performance Release Management ITIL Service Support
AI 5.9 Final Acceptance Test Change Management ITIL Service Support
AI 5.10 Security Testing and Accreditation Release Management ITIL Service Support
AI 5.11 Operational Test Release Management ITIL Service Support
AI 5.12 Promotion to Production Release Management ITIL Service Support
AI 5.13 Evaluation of Meeting User Requirements Change Management ITIL Service Support
AI 5.14 Management's Post-Implementation Review Change Management ITIL Service Support

AI6 Manage Changes ITIL Service Support


AI 6.1 Change Request Initiation and Control Change Management ITIL Service Support
AI 6.2 Impact Assessment Change Management ITIL Service Support
AI 6.3 Control of Changes Change Management ITIL Service Support
AI 6.4 Emergency Changes Change Management ITIL Service Support
AI 6.5 Documentation and Procedures Change Management ITIL Service Support
AI 6.6 Authorised Maintenance Change Management ITIL Service Support
AI 6.7 Software Release Policy Release Management ITIL Service Support
AI 6.8 Distribution of Software Release Management ITIL Service Support

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DS Delivery & Support Processe ITIL Book

DS1 Define and Manage Service Levels Service Level Management ITIL Service Delivery
DS 1.1 Service Level Agreement Framework Service Level Management ITIL Service Delivery
DS 1.2 Aspects of Service Level Agreements Service Level Management ITIL Service Delivery
DS 1.3 Performance Procedures Service Level Management ITIL Service Delivery
DS 1.4 Monitoring and Reporting Service Level Management/Availability Management ITIL Service Delivery
DS 1.5 Review of Service Level Agreements and Contracts Service Level Management ITIL Service Delivery
DS 1.6 Chargeable Items Financial Management ITIL Service Delivery
DS 1.7 Service Improvement Program Service Level Management ITIL Service Delivery

DS2 Manage Third-Party Services Capacity & ITSCM & Security Mgmt ITIL Service Delivery
DS 2.1 Supplier Interfaces Capacity Management ITIL Service Delivery
DS 2.2 Owner Relationships Capacity Management ITIL Service Delivery
DS 2.3 Third-Party Contracts Service Level Management (Underpinning Contracts) ITIL Service Delivery
DS 2.4 Third-Party Qualifications Capacity Management ITIL Service Delivery
DS 2.5 Outsourcing Contracts Service Level Management ITIL Service Delivery
DS 2.6 Continuity of Services Service Continuity Management ITIL Service Delivery
DS 2.7 Security Relationships Security Management ITIL Security Management
DS 2.8 Monitoring Service Level Management ITIL Service Delivery

DS3 Manage Performance and Capacity Availability & Capacity Mgmt ITIL Service Delivery
DS 3.1 Availability and Performance Requirements Availability Management ITIL Service Delivery
DS 3.2 Availability Plan Availability Management ITIL Service Delivery
DS 3.3 Monitoring and Reporting Availability Management ITIL Service Delivery
DS 3.4 Modeling Tools Availability Management/Capacity Management ITIL Service Delivery
DS 3.5 Proactive Performance Management Capacity Management ITIL Service Delivery
DS 3.6 Workload Forecasting Capacity Management ITIL Service Delivery
DS 3.7 Capacity Management of Resources Capacity Management ITIL Service Delivery
DS 3.8 Resources Availability Capacity Management ITIL Service Delivery
DS 3.9 Resources Schedule Capacity Management ITIL Service Delivery

DS4 Ensure Continuous Service IT Service Continuity Management ITIL Service Delivery
DS 4.1 IT Continuity Framework Service Continuity Management ITIL Service Delivery
DS 4.2 IT Continuity Plan Strategy and Philosophy Service Continuity Management ITIL Service Delivery
DS 4.3 IT Continuity Plan Contents Service Continuity Management ITIL Service Delivery
DS 4.4 Minimising IT Continuity Requirements Service Continuity Management ITIL Service Delivery
DS 4.5 Maintaining the IT Continuity Plan Service Continuity Management ITIL Service Delivery
DS 4.6 Testing the IT Continuity Plan Service Continuity Management ITIL Service Delivery
DS 4.7 IT Continuity Plan Training Service Continuity Management ITIL Service Delivery
DS 4.8 IT Continuity Plan Distribution Service Continuity Management ITIL Service Delivery
DS 4.9 User Department Alternative Processing Back-up Procedures Service Continuity Management ITIL Service Delivery
DS 4.10 Critical IT Resources Service Continuity Management ITIL Service Delivery
DS 4.11 Back-up Site and Hardware Service Continuity Management ITIL Service Delivery
DS 4.12 Off-site Back-up Storage Service Continuity Management ITIL Service Delivery
DS 4.13 Wrap-up Procedures Service Continuity Management ITIL Service Delivery

DS5 Ensure Systems Security ICT Infrastructure Management ITIL ICT Infrastructure Management
DS 5.1 Manage Security Measures Security Management ITIL Security Management
DS 5.2 Identification, Authentication and Access Security Management ITIL Security Management
DS 5.3 Security of Online Access to Data Security Management ITIL Security Management
DS 5.4 User Account Management Security Management ITIL Security Management
DS 5.5 Management Review of User Accounts Security Management ITIL Security Management
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DS 5.6 User Control of User Accounts Security Management ITIL Security Management
DS 5.7 Security Surveillance Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 5.8 Data Classification Security Management ITIL Security Management
DS 5.9 Central Identification and Access Rights Management Security Management ITIL Security Management
DS 5.10 Violation and Security Activity Reports Security Management ITIL Security Management
DS 5.11 Incident Handling Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 5.12 Reaccreditation Security Management ITIL Security Management
DS 5.13 Counterparty Trust Security Management ITIL Security Management
DS 5.14 Transaction Authorisation Security Management ITIL Security Management
DS 5.15 Non-Repudiation Security Management ITIL Security Management
DS 5.16 Trusted Path Security Management ITIL Security Management
DS 5.17 Protection of Security Functions Security Management ITIL Security Management
DS 5.18 Cryptographic Key Management Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 5.19 Malicious Software Prevention, Detection and Correction Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 5.20 Firewall Architectures and Connections with Public Networks Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 5.21 Protection of Electronic Value Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management

DS6 Identify and Allocate Costs Financial Mgmt for IT Services ITIL Service Delivery
DS 6.1 Chargeable Items Financial Management ITIL Service Delivery
DS 6.2 Costing Procedures Financial Management ITIL Service Delivery
DS 6.3 User Billing and Chargeback Procedures Financial Management ITIL Service Delivery

DS7 Educate and Train Users ITIL ICT Infrastructure Management


DS 7.1 Identification of Training Needs Deployment; Training ITIL ICT Infrastructure Management
DS 7.2 Training Organisation Deployment; Training ITIL ICT Infrastructure Management
DS 7.3 Security Principles and Awareness Training Deployment; Training ITIL ICT Infrastructure Management

DS8 Assist and Advise Customers Service Desk & Incident Mgmt ITIL Service Support
DS 8.1 Help Desk Service Desk ITIL Service Support
DS 8.2 Registration of Customer Queries Incident Management ITIL Service Support
DS 8.3 Customer Query Escalation Incident Management ITIL Service Support
DS 8.4 Monitoring of Clearance Incident Management ITIL Service Support
DS 8.5 Trend Analysis and Reporting Problem Management ITIL Service Support

DS9 Manage the Configuration Configuration Management ITIL Service Support


DS 9.1 Configuration Recording Configuration Management ITIL Service Support
DS 9.2 Configuration Baseline Configuration Management ITIL Service Support
DS 9.3 Status Accounting Configuration Management ITIL Service Support
DS 9.4 Configuration Control Configuration Management ITIL Service Support
DS 9.5 Unauthorised Software Configuration Management ITIL Service Support
DS 9.6 Software Storage Configuration Management (DSL) ITIL Service Support
DS 9.7 Configuration Management Procedures Configuration Management ITIL Service Support
DS 9.8 Software Accountability Configuration Management ITIL Service Support

DS10 Manage Problems and Incidents Incident, Problem & Change Mgmt ITIL Service Support
DS 10.1 Problem Management System Incident Management (Begriffsabgrenzung unklar Problem, Incident) ITIL Service Support
DS 10.2 Problem Escalation Incident Management ITIL Service Support
DS 10.3 Problem Tracking and Audit Trail Problem Management ITIL Service Support
DS 10.4 Emergency and Temporary Access Authorisations Change Management ITIL Service Support
DS 10.5 Emergency Processing Priorities Change Management ITIL Service Support

DS11 Manage Data ITIL ICT Infrastructure Management


DS 11.1 Data Preparation Procedures Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.2 Source Document Authorisation Procedures Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.3 Source Document Data Collection Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.4 Source Document Error Handling Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.5 Source Document Retention Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.6 Data Input Authorisation Procedures Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.7 Accuracy, Completeness and Authorisation Checks Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 11.8 Data Input Error Handling Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management

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DS 11.9 Data Processing Integrity Management and control of all aspects of ICT operational security ITIL Security Management
DS 11.10 Data Processing Validation and Editing Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 11.11 Data Processing Error Handling Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.12 Output Handling and Retention Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.13 Output Distribution Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.14 Output Balancing and Reconciliation Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.15 Output Review and Error Handling Management of the supporting operational process ITIL ICT Infrastructure Management
DS 11.16 Security Provision for Output Reports Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 11.17 Protection of Sensitive Information During Transmission and Transport Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 11.18 Protection of Disposed Sensitive Information Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management
DS 11.19 Storage Management Storage Management, Backup & Recovery ITIL ICT Infrastructure Management
DS 11.20 Retention Periods and Storage Terms Storage Management, Backup & Recovery ITIL ICT Infrastructure Management
DS 11.21 Media Library Management System Storage Management, Backup & Recovery ITIL ICT Infrastructure Management
DS 11.22 Media Library Management Responsibilities Storage Management, Backup & Recovery ITIL ICT Infrastructure Management
DS 11.23 Back-up and Restoration Storage Management, Backup & Recovery ITIL ICT Infrastructure Management
DS 11.24 Back-up Jobs Storage Management, Backup & Recovery ITIL ICT Infrastructure Management
DS 11.25 Back-up Storage Storage Management, Backup & Recovery ITIL ICT Infrastructure Management
DS 11.26 Archiving Storage Management, Backup & Recovery ITIL ICT Infrastructure Management
DS 11.27 Protection of Sensitive Messages Security Management ITIL Security Management
DS 11.28 Authentication and Integrity Security Management ITIL Security Management
DS 11.29 Electronic Transaction Integrity Security Management ITIL Security Management
DS 11.30 Continued Integrity of Stored Data Security Management ITIL Security Management

DS12 Manage Facilities generic: Vertraulichkeit, Integrität, Verfügbarkeit ITIL Security Management
DS 12.1 Physical Security Managing Facility Management Facility Management
DS 12.2 Low Profile of the IT Site Managing Facility Management Facility Management
DS 12.3 Visitor Escort Managing Facility Management Facility Management
DS 12.4 Personnel Health and Safety Managing Facility Management Facility Management
DS 12.5 Protection Against Environmental Factors Managing Facility Management Facility Management
DS 12.6 Uninterruptible Power Supply Managing Facility Management Facility Management

DS13 Manage Operations ITIL ICT Infrastructure Management


DS 13.1 Processing Operations Procedures and Instructions Manual Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management
DS 13.2 Start-up Process and Other Operations Documentation Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management
DS 13.3 Job Scheduling Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management
DS 13.4 Departures from Standard Job Schedules Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management
DS 13.5 Processing Continuity Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management
DS 13.6 Operations Logs Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management
DS 13.7 Safeguard Special Forms and Output Devices Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management
DS 13.8 Remote Operations Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management

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M Monitoring ITIL Process ITIL Book

M1 Monitor the Processes ITIL Service Delivery


M 1.1 Collecting Monitoring Data ITIL Service Level Management ITIL Service Delivery
M 1.2 Assessing Performance ITIL Service Level Management ITIL Service Delivery
M 1.3 Assessing Customer Satisfaction ITIL Service Level Management ITIL Service Delivery
M 1.4 Management Reporting ITIL Service Level Management ITIL Service Delivery

M2 Assess Internal Control Adequacy Security Management ITIL Security Management


M 2.1 Internal Control Monitoring Security Management ITIL Security Management
M 2.2 Timely Operation of Internal Controls Security Management ITIL Security Management
M 2.3 Internal Control Level Reporting Security Management ITIL Security Management
M 2.4 Operational Security and Internal Control Assurance Security Management ITIL Security Management

M3 Obtain Independent Assurance ITIL Security Management


M 3.1 Independent Security and Internal Control Certification/Accreditation of IT Services Security Management ITIL Security Management
Independent Security and Internal Control Certification/Accreditation of Third-Party
M 3.2 Service Providers Security Management ITIL Security Management
M 3.3 Independent Effectiveness Evaluation of IT Services Security Management ITIL Security Management
M 3.4 Independent Effectiveness Evaluation of Third-Party Service Providers Security Management ITIL Security Management
Independent Assurance of Compliance with Laws and Regulatory Requirements and
M 3.5 Contractual Commitments Security Management ITIL Security Management
Independent Assurance of Compliance with Laws and Regulatory Requirements and
M 3.6 Contractual Commitments by Third-Party Service Providers Security Management ITIL Security Management
M 3.7 Competence of Independent Assurance Function Security Management ITIL Security Management
M 3.8 Proactive Audit Involvement Security Management ITIL Security Management

M4 Provide for Independent Audit Security Management ITIL Security Management


M 4.1 Audit Charter Security Management ITIL Security Management
M 4.2 Independence Security Management ITIL Security Management
M 4.3 Professional Ethics and Standards Security Management ITIL Security Management
M 4.4 Competence Security Management ITIL Security Management
M 4.5 Planning Security Management ITIL Security Management
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M 4.6 Performance of Audit Work Security Management ITIL Security Management


M 4.7 Reporting Security Management ITIL Security Management
M 4.8 Follow-up Activities Security Management ITIL Security Management

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