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Title Slide. Higher Education Office of Information Technology Management Methodology By James M. Dutcher. The Process of Managing IT. Financials (Capital & Budgets) and Assets (IT Staff & Resources). IT Organization Structure Establish Planning Tactical (1-12 Months)

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  1. Title Slide Higher Education Office of Information Technology Management Methodology By James M. Dutcher

  2. The Process of Managing IT Financials (Capital & Budgets) and Assets (IT Staff & Resources) • IT Organization Structure • Establish • Planning • Tactical (1-12 Months) • Strategic (12-24 Months) • Executive Mgt. • Operational Mgt • Knowledge Mgt. • Access • Needs • Issues • Stability • Capability • Capability • Culture • ROI • Services • Financial • Processes • Organization • Development • Motivation • Feedback • Training • Capabilities • Processes • Direction/Focus • Plan • Do • Check • Act/Adjust • Align • Teams • Individuals • Projects • Processes • Processes & Projects • What • When • Who • Where • Which • Why • How • If Measure (Results, Effectiveness, Improvement, Quality, Performance) (COMMUNICATIONS)

  3. IT Planning Tactical OIT Mgt Tactical Plans • E-Learning Plans • IT Business Plans • Staff & Faculty • Development • Student Services • Etc. Academic Technology Tactical Plans Org. IT Tactical Plans Academic Technology Strategic Plan Org. Strategic IT Plan Institutional IT Strategic Plan Strategic Institutional Strategic Plan

  4. IT Organization Structure Strategic OIT Management Executive IT Management • IT Org. Management • IT Governance & • Steering Committees • Internet • Instructional Technology • Administrative Systems • Library • Policy • Security • Info Tech Planning • Strategic Project Office • Project Id & Selection • Project Management • Tactical & Budget • IT Processes & Procedures • Policies & Procedures • Standards • IT Best Practices Methods & Management • Info. Tech. Strategy • Mission • Goals • Campus Strategic IT • Plan • Academic Tech. Strategic Plan Operational (Day-to-Day) IT Management • Integration & Security • Protocols • EAI • Disaster Recovery • HW/SW • Admin. Systems • Legacy • Misc. Servers &Systems, HW/SW • ERP • Network Administration • Data, Voice, Video • Wired • Wireless • HW/SW • Academic IT Mgt • Instructional Technologies • Classroom IT • Computer labs • CMS • HW/SW • Web Management • Internet • Intranet • Portal • HW/SW Tactical • IT Helpdesk/Support • Management • Academic Technology • Distance Learning • Campus IT • CRM • Knowledge Management • On-line Documentation Library • Library • Data Warehousing • Assessments • IT Training Management • Technology Training • Business Process Training • For Students, Faculty, Staff IT Knowledge Management

  5. At The Core of Proper IT Management is - Knowledge Management

  6. Management–The Process–Links to CIO Methodology • Planning • Defining Organizational Goals • Establishing Strategy • Developing Plans • Planning, Organizing, Directing • and Controlling Results for: • Financial • Internal Business Processes • Customer • Learning and Growth • For the Entire Organization • Organizing • Defining Roles &Tasks • Designing Structures • Assigning Authorities & • Decision Making • Controlling • Monitor Performance • Take Action To Ensure • Desired Results • Resolve Conflicts • Directing • Direct Activities • Inspire Commitment • Create/Select Effective • Communications Channels

  7. Linking the IT Department to the Entire Organization The Balanced Score Card For Continual Process Improvement

  8. IT Mgt Philosophy: Continual Process Improvement • Processes, Frameworks and Systems Utilized: • COBIT Framework • ITIL/ITSM • PMI – Project Management • ISO 9001 Quality Management • CMMI-SE/SW & Application Services Library (ASL) • Investors In People (IIP) • ISO 17799 Information Security • Gartner’s 21 Best Practices • EFQM • Six-Sigma Define Improve Control & Stabilize Measure What is not defined cannot be controlled What is not controlled cannot be measured What is not measured cannot be improved

  9. The Processes - Putting IT all Together • COBIT Framework • ITIL/ITSM • PMI – Project Management • ISO 9001 Quality Management • CMMI-SE/SW & Application Services Library (ASL) • Investors In People (IIP) • --ISO 17799 Information Security • ----Gartner’s 21 Best Practices • ------EFQM • --------Six-Sigma

  10. COBIT Framework • COBIT Framework - Control Objectives for Information Technology • Aligned with de facto standards & regulations • Based on 41 international standards • Professional standards for internal control & auditing (COSO, IFAC, AICPA, IIA, etc.) • Technical standards (ISO, EDIFACT, etc.) • Codes of Conduct • Qualification criteria for IT systems & processes (ISO9000, ITSEC, TCSEC, etc.) • Industry practices & requirements from industry forums (ESF, I4) • Emerging industry-specific requirements from banking, e-com, IT manufacturing. • Work closely with 150 Chapters in 100 Countries to develop standard • Reference: • http://www.isaca.org

  11. ITIL/ITSM • ITIL – Information Technology Information Library • ITSM – Information Technology Services Management • Reference –http://www.ITIL.org • Included Sub-Components: • Configuration Management - physical and logical perspective of the IT infrastructure and the IT services being provided • Change Management - standard methods and procedures for effective managing of all changes • Release Management - testing, verification, and release of changes to the IT environment • 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 • Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT • Availability Management - optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service to meet business requirements • IT Service Continuity - managing an organization's capability to provide the necessary level of service following an interruption of service • Capacity Management - enables an organization to tactically manage resources and strategically plan for future resource requirements • Service Level Management - maintain and improve the level of service to the organization • Financial Management for IT Services - managing the costs associated with providing the organization with the resources needed to meet requirements

  12. PMI – Project Management • PMI – Project Management Institute • Project Management Methodology including S/PMO (Strategic/Project Management Office) provisioning. • Reference – http://www.pmi.org

  13. ISO 9001 Quality Management • ISO – International Standards Organization • ISO 9001 Quality Management - ISO 9001 is the internationally recognized standard for the quality management of businesses. It applies to the processes that create and control the products and services an organization supplies. It prescribes systematic control of activities to ensure that the needs and expectations of customers are met. It is designed and intended to apply to virtually any product or service, made by any process anywhere in the world. • Why seek certification to ISO 9001? • Registration to ISO 9001 by an accredited certification body shows committed to quality, customers, and a willingness to work towards improving efficiency. It demonstrates the existence of an effective quality management system that satisfies the rigors of an independent, external audit. • An ISO 9001 certificate enhances company image in the eyes of customers, employees and shareholders alike. It also gives a competitive edge to an organization's marketing. • How do you start to implement ISO 9001? What is involved? • Identify the requirements of ISO 9001 and how they apply to the business involved. • Establish quality objectives and how they fit in to the operation of the business. • Produce a documented quality policy indicating how these requirements are satisfied. • Communicate them throughout the organization. • Evaluate the quality policy, its stated objectives and then priorities requirements to ensure they are met. • Identify the boundaries of the management system and produce documented procedures as required. • Ensure these procedures are suitable and adhered to. • Once developed, internal audits are needed to ensure the system carries on working. Assessment to ISO 9001 • Once all the requirements of ISO 9001 have been met, it is time for an external audit for verification. • Reference: http://www.iso.org

  14. CMMI-SE/SW & Application Services Library (ASL) • CMMI-SE/SW – Capability Maturity Model® Integration for Systems Engineering and Software Engineering • Includes SDLC (Software Development Life-Cycle) Methodology • Waterfall Development Methodology • RAD – Rapid Application Development (via DSDM – Dynamic Systems Development Methodology) • Includes Managements components for: • Release Management • Configuration Management • Requirements Management • Risk Management • Reference - http://www.sei.cmu.edu/ • ASL – Application Services Library • Supplier independent, process framework for: Maintenance, Enhancement, Renovation of applications • ASL offers a framework for application management that is based on the best practices of professionals with years of experience. The model is developed in such a way that it guarantees the optimal ICT support for business processes. In this way you can concentrate on the business core. ASL limits itself to the giving of guidelines for the organizing of processes, leaving the organizing of the business. By doing this, the framework is generally applicable within ICT services, independent to the size of your organization. • Reference – http://www.aslfoundation.org

  15. Investors In People (IIP) • IIP – Investors In People • The Investors in People guide to attracting and keeping the right personnel to help your business grow. • The Investors in People guide to supporting the development of your leaders and managers. • The Investors in People guide to helping organizations manage work-life balance. • Reference: http://www.iipuk.co.uk/

  16. ISO 17799 Information Security • ISO 17799 Information Security • A comprehensive set of controls comprising best practices in information security • Comprises TWO parts - a code of practice (ISO17799) and a specification for an information security management system (BS7799-2) • Basically… an internationally recognized generic information security standard • Controls: • Reference: http://www.iso.org • COMMUNICATIONS AND OPERATIONS MANAGEMENT • ACCESS CONTROL • SYSTEM DEVELOPMENT AND MAINTENANCE • BUSINESS CONTINUITY MANAGEMENT • COMPLIANCE • SECURITY POLICY • ORGANIZATIONAL SECURITY • ASSET CLASSIFICATION AND CONTROL • PERSONNEL SECURITY • PHYSICAL AND ENVIRONMENTAL SECURITY

  17. Gartner’s 21 Best Practices • Gartner’s 21 Best Practices • TCO (Total Cost of Ownership)- 21 Best Practices organized into 6 IT Management Processes: • Change Management • Change Management Process • Change Management Technology • Deployment (installs, adds, changes) • Retirements and Moves • Asset Administration • Procurement Process • Software Inventory Management • Hardware Inventory Management • Lifecycle Management • Vendor Management • Operational Management • Standards Compliance • Data Management • Repair and Maintenance • Security • Virus Protection • Performance Monitoring and Event Management • Customer Service • Service Desk Process • Services Desk Technology/Management • Marketing and Relationship Management • Technology • Technology Planning & Process Management • Training • IS/IT Training • End User Training

  18. EQFM -European Foundation For Quality Management • The EFQM Excellence Model was introduced at the beginning of 1992 as the framework for assessing applications for The European Quality Award. It is the most widely used organizational framework in Europe • The EFQM Excellence Model is a non-prescriptive framework based on nine criteria. Five of these are 'Enablers' and four are 'Results'. The 'Enabler' criteria cover what an organization does. The 'Results' criteria cover what an organization achieves. 'Results' are caused by 'Enablers' and feedback from 'Results' help to improve 'Enablers'. • The Model, which recognizes there are many approaches to achieving sustainable excellence in all aspects of performance, is based on the premise that: “Excellent results with respect to Performance, Customers, People and Society are achieved through Leadership driving Policy and Strategy, that is delivered through People Partnerships and Resources, and Processes”.

  19. Six-Sigma • Six-Sigma: What is it? • Six Sigma at many organizations simply means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects (driving towards six standard deviations between the mean and the nearest specification limit) in any process -- from manufacturing to transactional and from product to service. • The statistical representation of Six Sigma describes quantitatively how a process is performing. To achieve Six Sigma, a process must not produce more than 3.4 defects per million opportunities. A Six Sigma defect is defined as anything outside of customer specifications. A Six Sigma opportunity is then the total quantity of chances for a defect. Process sigma can easily be calculated using a Six Sigma calculator. • The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects. • Methods and Tools: • Process Thinking • Process Variation • Facts, Figures, Data • Critical Few Drivers - Customer Satisfaction, DPM, COPQ, Cycle Time • Define-Measure-Analyze-Improve-Control • 8 Key Tools - Process Map, C&E Matrix, Gage R&R, Capability Analysis, Multi-Vari Studies/Hypothesis Testing, FMEA, DOE, SPC/Control Plans

  20. Mapping The Processes IIP Six Sigma COBIT Framework Future Strategy PMI CMMI-SE/SW ASL ITIL Gartner’s 21 Best Practices ISO 9001 EFQM ISO 17799

  21. Plan and Organize (PO Process Domain)

  22. Plan and Organize (PO Process Domain) Acquire and Implement (AI Process Domain)

  23. Plan and Organize (PO Process Domain) Acquire and Implement (AI Process Domain) Deliver and Support (DS Process Domain)

  24. Plan and Organize (PO Process Domain) Acquire and Implement (AI Process Domain) Monitor and Evaluate (M Process Domain) Deliver and Support (DS Process Domain)

  25. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction Manage Human Resource Ensure Compliance with External Standards Assess Risks Manage Projects Manage Quality Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  26. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  27. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  28. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  29. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  30. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM plus PMI Project Management Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  31. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM Service Support plus PMI Project Management Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management plus ISO 9001 Quality Management Service Desk Incident Management Problem Management Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  32. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM plus PMI Project Management Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management plus ISO 9001 Quality Management Service Desk Incident Management Problem Management plus CMMI-SE/SW & Application Services Library (ASL) Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  33. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM Service Support plus PMI Project Management Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management plus ISO 9001 Quality Management Service Desk Incident Management Problem Management plus CMMI-SE/SW & Application Services Library (ASL) Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management plus Investors In People (IIP) Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  34. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM plus PMI Project Management Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management plus ISO 9001 Quality Management Service Desk Incident Management Problem Management plus CMMI-SE/SW & Application Services Library (ASL) Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management plus Investors In People (IIP) plus ISO 17799 Information Security Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  35. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM plus PMI Project Management Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management plus ISO 9001 Quality Management Service Desk Incident Management Problem Management plus CMMI-SE/SW & Application Services Library (ASL) Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management plus Investors In People (IIP) plus ISO 17799 Information Security plus Gartner’s 21 Best Practices Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  36. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM plus PMI Project Management Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management plus ISO 9001 Quality Management Service Desk Incident Management Problem Management plus CMMI-SE/SW & Application Services Library (ASL) Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management plus Investors In People (IIP) plus ISO 17799 Information Security plus Gartner’s 21 Best Practices plus EFQM Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  37. Plan and Organize Planning & Organization Acquire and Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire and Maintain Application Software Install and Accredit Systems Manage Change Acquire and Maintain Technology Infrastructure Develop and Maintain IT Procedures Define IT Organisation and Relationships Manage IT Investment Communicate Aims and Direction ITIL/ITSM plus PMI Project Management Service Support Service Delivery Manage Human Resource Ensure Compliance with External Standards Assess Risks Service Level Management Availability Management Capacity Management plus ISO 9001 Quality Management Service Desk Incident Management Problem Management plus CMMI-SE/SW & Application Services Library (ASL) Manage Projects Manage Quality Financial Management Continuity Management Change Management Release Management Configuration Management plus Investors In People (IIP) plus ISO 17799 Information Security plus Gartner’s 21 Best Practices plus EFQM plus SixSigma Monitor and Evaluate Deliver and Support Assess Internal Control Adequacy Monitor the Process Define and Manage Service Levels Manage Third-party Services Manage Performance and Capacity Ensure Continuous Service Ensure System Security Identify and Allocate Costs Manage Operations Obtain Independent Assurance Educate and Train Users Assist and Advise IT Customers Manage Configuration Manage Problems and Incidents Manage Data Manage Facilities Provide Independent Audit

  38. Plan & Organize Planning & Organization Acquire & Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire & Maintain Application Software Install & Accredit Systems Manage Change Acquire & Maintain Technology Infrastructure Develop & Maintain IT Procedures Define IT Organization & Relationships Manage IT Investment Communicate Aims & Direction Programs & Projects EFQM Six Sigma ITIL ITSM CMMI SE/SW ASL Gartner 21 Manage Human Resource Ensure Compliance With External Standards Assess Risks PMI ISO 9001 IIP ISO 17799 Manage Projects Manage Quality Future Strategy Monitor Deliver & Support Assess Internal Control Adequacy Monitor The Process Define & Manage Service Levels Manage Third-Party Services Manage Performance & Capacity Ensure Continuous Service Ensure System Security Identify & Allocate Costs Manage Operations Obtain Independent Assurance Educate & Train Users Assist & Advise IT Customers Manage Configuration Manage Problems & Incidents Manage Data Manage Facilities Provide Independent Audit

  39. Plan & Organize Planning & Organization Acquire & Implement Define Strategic IT Plan Determine Technological Direction Define Information Architecture Identify Automated Solutions Acquire & Maintain Application Software Install & Accredit Systems Manage Change Acquire & Maintain Technology Infrastructure Develop & Maintain IT Procedures Define IT Organization & Relationships Manage IT Investment Communicate Aims & Direction Programs & Projects EFQM Six Sigma ITIL ITSM CMMI SE/SW ASL Gartner 21 Manage Human Resource Ensure Compliance With External Standards Assess Risks PMI ISO 9001 IIP ISO 17799 Manage Projects Manage Quality Future Strategy Monitor Deliver & Support Assess Internal Control Adequacy Monitor The Process Define & Manage Service Levels Manage Third-Party Services Manage Performance & Capacity Ensure Continuous Service Ensure System Security Identify & Allocate Costs Manage Operations Obtain Independent Assurance Educate & Train Users Assist & Advise IT Customers Manage Configuration Manage Problems & Incidents Manage Data Manage Facilities Provide Independent Audit

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