Glenfis AG

BS 7799 CobiT Mapping Overview

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Service Support

Service Delivery Financial Mgmt for IT Services x x x x x x x x V 3.0 IT Service Continuity Mgmt x x x x x x x x x

Business Perspective

Infrastructure Mgmt

Configuration Mgmt

Application Mgmt

PO
PO1 PO2 PO3 PO4 PO5 PO6 PO7 PO8 PO9 PO10

Plan & Organise

Define a Strategic IT Plan Define the Information Architecture Determine Technological Direction Define the IT Processes, Organisation and Relationships Manage the IT Investment Communicate Management Aims and Direction Manage IT Human Resources Manage Quality Assess and Manage IT Risks Manage Projects x x x x x x x x x

x x x

x x

x x

x x

AI
AI1 AI2 AI3 AI4 AI5 AI6 AI7

Acquire & Implement

Identify Automated Solutions Acquire and Maintain Application Software Acquire and Maintain Technology Infrastructure Enable Operation and Use Procure IT Resources Manage Changes Install and Accredit Solutions and Changes x x x x x x x x x x

DS
DS1 DS2 DS3 DS4 DS5 DS6 DS7 DS8 DS9 DS10 DS11 DS12 DS13

Deliver & Support

Define and Manage Service Levels Manage Third-Party Services Manage Performance and Capacity Ensure Continuous Service Ensure Systems Security Identify and Allocate Costs Educate and Train Users Manage Service Desk and Incidents Manage the Configuration Manage Problems Manage Data Manage Physical Environment Manage Operations x x x x x x x x x x x x x x x x x x x x

ME
ME1 ME2 ME3 ME4

Monitor and Evaluate

Monitor and Evaluate IT Performance Monitor and Evaluate Internal Control Ensure Regulatory Compliance Provide IT Governance x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x x

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Availability Mgmt x x x x

Capacity Mgmt

Incident Mgmt

Problem Mgmt

Security Mgmt

Release Mgmt

ITIL - Cobit Mapping

Service Level Mgmt

Change Mgmt

Glenfis AG

ITIL

CobiT Mapping Overview

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ITIL Service Management Process

1. SERVICE LEVEL MANAGEMENT The SLM Process Planning the Process Implementing the Process The On-going Process SLA contents and key targets Key Performance Indicators and metrics for SLM efficiency and effectiveness 2. FINANCIAL MANAGEMENT FOR IT SERVICES Budgeting Developing the IT Accounting system Developing the Charging System Planning for IT Accounting and Charging Implementation Ongoing management and operation 3. CAPACITY MANAGEMENT The Capacity Management process Activities in Capacity Management Costs, benefits and possible problems Planning and implementation Review of the Capacity Management process Interfaces with other SM processes 4. IT Service Continuity Management Scope of ITSCM The Business Continuity Lifecycle Management Structure Generating awareness Interfaces with other SM processes 5. AVAILABILITY MANAGEMENT Basic concepts The Availability Management Process The Cost of (Un)Availability Availability Planning Availability improvement

Process
DS DS DS DS DS DS DS 1 1 1 1 1 1 1

Control Objective

Description

DS 1.0 Define and Manage Service Levels DS 1.1 Service Level Agreement Framework DS 1.1 Service Level Agreement Framework DS 1.1 Service Level Agreement Framework DS 1.5 Monitoring and Reporting of Service Level Agreements DS 1.2, DS 1.3, DS 1.4 Definition of Services DS 1.6 Review of Service Level Agreements and Contracts PO PO PO PO DS DS DS 5.0 5.3 5.4 5.5 6.2 6.1 6.3 Manage the IT Investment IT Budgeting Process Cost Management Benefit Management IT Accounting Definition of Services Cost Modelling and Charging Manage Performance and Capacity Performance and Capacity Planning Performance and Capacity Planning Performance and Capacity Planning Performance and Capacity Planning Monitoring and Reporting n.a. Ensure Continuous Service IT Continuity Framework IT Continuity Framework IT Continuity Framework IT Continuity Framework n.a. Ensure Continuous Service IT Continuity Framework IT Continuity Framework Assess and Manage IT Risks IT Continuity Plan Maintenance of the IT Contuinuity Plan

PO 5 PO 5 PO 5 DS 6 DS 6 DS 6 DS 6 DS 3 DS 3 DS 3 DS 3 DS 3 DS 3 n.a. DS 4 DS 4 DS 4 DS 4 DS 4 n.a. DS DS DS PO DS DS 4 4 4 9 4 4

DS 3.0 DS 3.1 DS 3.1 DS 3.1 DS 3.1 DS 3.5 n.a. DS 4.0 DS 4.1 DS 4.1 DS 4.1 DS 4.1 n.a. DS DS DS PO DS DS 4.0 4.1 4.1 9.4 4.2 4.4

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ITIL

CobiT Mapping Overview

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ITIL Service Management Process

Availability measurement and reporting Availability Management tools Availability Management methods and techniques 6. THE SERVICE DESK Overview Implementing a Service Desk infrastructure Service Desk technologies Service Desk responsibilities, functions, staffing levels etc Service Desk staffing skill set Setting up a Service Desk environment Service Desk education and training Service Desk processes and procedures Incident reporting and review 7. INCIDENT MANAGEMENT Goal of Incident Management Scope of Incident Management Basic concepts Benefits of Incident Management Planning and implementation Incident Management activities Handling of major Incidents Roles of the Incident Management process Key Performance Indicators Tools 8. PROBLEM MANAGEMENT Goal of Problem Management Scope of Problem Management Basic concepts Benefits of Problem Management Planning and implementation Problem control activities Error control activities Proactive Problem Management Providing information to the support organisation

Process
DS 4 DS 4 DS 4 DS DS DS DS DS PO DS PO DS DS 8 8 8 8 8 7 8 7 8 8

Control Objective
DS 4.1 DS 4.1 DS 4.1 DS 8.0 DS 8.1 DS 8.1 DS 8.1 DS 8.1 PO 7.3 DS 8.1 PO 7.4 DS 8.1 DS 8.2

Description
IT Continuity Framework IT Continuity Framework IT Continuity Framework Manage Service Desk and Incidents Service Desk Service Desk Service Desk Service Desk Staffing of Roles Service Desk Personnel Training Service Desk Registration of Customer Queries

DS 8 DS 8 DS 8 DS 8 DS 8 DS 8 DS 8 DS 8 DS 8 DS 8 n.a. DS 10 DS 10 DS 10 DS 10 DS 10 DS 10 DS 10 DS 10 n.a. DS 10

DS 8.0 Manage Service Desk and Incidents DS 8.1 Service Desk DS 8.1 Service Desk DS 8.2 Registration of Customer Queries DS 8.1 Service Desk DS 8.1 Service Desk DS 8.2, DS 8.3, DS 8.4 Registration of Customer Queries DS 8.3 Incident Escalation DS 8.1 Service Desk DS 8.5 Trend Analysis n.a. n.a. DS 10.0 DS 10.0 DS 10.0 DS 10.0 DS 10.0 DS 10.0 DS 10.1 DS 10.2 n.a. DS 10.4 Manage Problems Manage Problems Manage Problems Manage Problems Manage Problems Manage Problems Identification and Classification of Problems Problem Tracking and Resolution Integration of Change, Configuration & Problem Mgmt

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Glenfis AG

ITIL

CobiT Mapping Overview

Seite 4 von 12

ITIL Service Management Process

Metrics Roles within Problem Management 9. CONFIGURATION MANAGEMENT Goal of Configuration Management Scope of Configuration Management Basic concepts Benefits and possible problems Planning and implementation Activities Process control Relations to other processes Tools specific to the Configuration Management process Impact of new technology Guidance on Configuration Management 10. CHANGE MANAGEMENT Goal of Change Management Scope of Change Management Basic concepts Benefits, costs and possible problems Activities Planning and implementation Metrics and management reporting Software tools Impact of new technology 11. RELEASE MANAGEMENT Goal of Release Management Scope of Release Management Basic concepts Benefits and possible problems Planning and implementation Process control Relations to other processes Tools specific to the Release Management process Guidance for successful Release Management

Process
DS 10 DS 10 DS 9 DS 9 DS 9 DS 9 DS 9 DS 9 DS 9 DS 9 DS 9 n.a. n.a. DS 9 AI 6 AI 6 AI 6 AI 6 AI 6 AI 6 AI 6 AI 6 n.a. n.a. AI 7 AI 7 AI 7 AI 7 AI 7 AI 7 AI 7 AI 7 n.a. AI 7

Control Objective
DS 10.0 DS 10.0 DS 9.0 DS 9.0 DS 9.0 DS 9.0 DS 9.0 DS 9.1 DS 9.0 DS 9.2 DS 9.3 n.a. n.a. DS 9.1 AI 6.0 AI 6.0 AI 6.0 AI 6.1 AI 6.0 AI 6.2, 6.3, 6.4, 6.5 AI 6.0 AI 6.0 n.a. n.a. AI 7 AI 7 AI 7 AI 7 AI 7 AI 7 AI 7 AI 7 n.a. AI 7 Manage Problems Manage Problems

Description

Manage the Configuration Manage the Configuration Manage the Configuration Manage the Configuration Manage the Configuration Configuration Repository and Baseline Manage the Configuration Identification and Maintenance of Configuration Items Configuration Integrity Review n.a. n.a. Configuration Repository and Baseline Manage Changes Manage Changes Manage Changes Change Standards and Procedures Manage Changes Manage Changes Manage Changes Manage Changes n.a. n.a. Install and Accredit Solutions and Changes Install and Accredit Solutions and Changes Install and Accredit Solutions and Changes Install and Accredit Solutions and Changes Install and Accredit Solutions and Changes Install and Accredit Solutions and Changes Install and Accredit Solutions and Changes Install and Accredit Solutions and Changes n.a. Install and Accredit Solutions and Changes

(c) Glenfis AG

www.glenfis.ch www.itil.org www.bs15000.ch

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