Best Practice ITIL (Information Technology Infrastructure Library)

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1 Best Practice ITIL (Information Technology Infrastructure Library) To achieve G H Bank s overall objectives, the Information Technology Group must provide excellent cutting-edge IT services to all stakeholders including senior executives, internal departments and especially Bank customers. Our policy is to identify and implement a globally recognized Best Practice plan and guidelines to optimize our delivery of information technology services. The Bank is currently implementing ITIL (Information Technology Infrastructure Library) global standard guidelines. In 2010, the Information Technology Group appointed the Government Information Technology Service (GITS), Ministry of Science and Technology as a consultant to audit, evaluate and improve our IT processes under ITIL v3 Best Practice guidelines. The new processes have been implemented. In addition Information Technology Group initiated policies to enhance overall ITIL knowledge among IT, Core Banking System working team, Computer Audit Department and Risk Management Department personnel. These people were evaluated as follows: Two groups undertook ITIL Certification examinations. The first group included department managers and senior executives (Vice President of IT Group) and the second group included division managers and senior executives (IT Advisor). These policies will be continuously executed with additional training and certification examinations for all IT employees. The ITIL (Information Technology Infrastructure Library) first established in the 1980s was adopted and applied as Best Practice guidelines by the English government s CCTA (Central Computer and Telecommunications Agency). It was initially developed as an IT management approach for IT departments, under a project named Government Information Technology Infrastructure Management Methodology (GITMM) and became the ITIL. The current version ITIL Version3 was officially published on on June 30, Version3 focuses on an Integrated Service Lifecycle Approach that ensures current IT services must work in line with business to create value from IT. Annual Report

2 Information Technology Services and ITIL v3 framework ITILv3 includes five core disciplines and 24 management components. The five core disciplines include: 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement Details include: Knowledge & Skills Executive Introduction Governance Methods ITIL Standards Alignment Continual Servivce Improvememt Service Design Service Strategies Service Operation Continual Service Improvement Continual Service Improvement Service Transition Scalability Case Studies Templates Study Aids 1. Service Strategy Service strategy focuses on developing a business organization development strategy that is consistent with IT users and outside customers needs. Its overall objective is creating the best services through design, maintenance and service improvement. Service Strategy includes the following: Strategy and value planning Roles / responsibilities Planning and implementing service strategies Business planning and IT strategy linkage Challenges, risks and critical success factors Qualitications Quick Wins 60 Government Housing Bank

3 It includes the following four management components 1.1 Financial Management (FM) includes Return on Investment (ROI), Total Cost of Ownership (TCO ) record and IT budget management 1.2 Strategy Generation management strategy - developed to reflect ICT Master Plan 1.3 Service Portfolio Management determining management strategy: developing IT Service Portfolio structure and elements, IT services value and business performance assessments 1.4 Demand Management determining management strategy for IT resource requirements; controlling and increasing efficiency 2. Service Design IT services are designed for each process, including strategy and management approach development. Service Design includes the following; The service lifecycle Roles and responsibilities Service design objectives and elements Selecting the appropriate model Cost model Benefit and risk analysis Implementation Measurement / control CSF s and risks It includes seven management components: 2.1 Service Catalogue Management - design information management according to IT structure and elements 2.2 Information Security Management - develop work safety programs 2.3 Service Level Management (SLM) - design SLM of each process 2.4 Availability Management - design system to sustain IT service-availability to support the business at a justifiable cost 2.5 Capacity Management - design management for IT capacity adjustments 2.6 IT Service Continuity Management - design management to continue service in disaster cases 2.7 Supplier Management - design to manage supplier performance is in compliance with agreements Annual Report

4 3. Service Transition Service transition management addresses development testing, and implementation issues and their optimization. Service transition covers the following: Managing change (organizational and cultural) Knowledge management Risk analysis The principles of service transition Lifecycle stages Methods, practices and tools Measurement and control Other best practices It includes 7 management sub-items 3.1 Transition Planning and Support - involves planning and pre-use processes, including developing, testing, checking, delivering, information transition and reversion plans if problem occurs. 3.2 Service Asset and Configuration Management - managing IT asset and system configuration. 3.3 Change Management - developing systems including change processes, communication. 3.4 Release and Deployment Management - managing development work processes and prior-use testing. 3.5 Service Validation and Testing - identify framework for system control, testing and prior-use testing of each system. 3.6 Evaluation - evaluating and measuring outcomes. Two cycles: Testing cycle and Usage cycle, according to criterion identified in Service Design 3.7 Knowledge Management - knowledge management process to collect problem and other information into database - analyzing data to support learning and developing skills to solve problems efficiently. 4. Service Operation Focusing on operations and maintenance processes. Emphasis on resolving operational issues (root causes) and includes the following; Principles and lifecycle stages Process fundamentals Application management Operations management CSF s and risks Control processes and functions 62 Government Housing Bank

5 It includes seven 7 managements components 4.1 Event Management - manage events, system will analyze statistical data and information on risk 4.2 Request Fulfillment - assigning related departments to deal with problems, separating reporting types. 4.3 Access Management - managing IT usage control system. It has an audit process 4.4 Service Desk Management - manage all service requests from IT users, arrange priorities, manage difficult problems so that they have minimal impact on Bank business 4.5 Incident Management (SLA) - create processes to manage unusual events. The objective is to promptly communicate problem to involved persons and restoring normal service operation quickly as possible within the Service Level Agreement (SLA) - minimizing adverse affects on business operations. 4.6 Problem Management - manage IT problems with proactive thinking, focusing on analyzing Root Causes of problem, minimizing occurrence of long term errors 5. Continual Service Improvement IT services perform at Deming standards (William Edwards Deming, a famous thinker, statistician, professor and specialist who invented 14 quality management principles such as PDCA) - performance in accordance with the Plan-Do-Check-Act framework and produce accompanying reports. Expected benefits after ITIL implemented After ITIL is fully implemented, the Bank expects to reduce IT management costs because its required operational processes and regulations will improve IT services. At the same time, users will receive much higher service satisfaction from an upgraded global standard system that delivers more efficient and professional services. The system s simple rules and patterns will create more flexibility, reduce confusion and ultimately increase production. ITIL training will increase our people s work skills and allow them to work more efficiently with our IT systems to deliver standardized services flexibly and efficiently. The Bank will increase its competitiveness in the market with more efficient use of our IT systems to deliver products and services. Repetitive and unnecessary tasks will be eliminated and each job or project will be efficiently executed as planned. The increase in IT service capability will help the Bank deliver promised high-quality services to our customers at competitive costs. Reference Performance Guidelines : ISO20000 Information technology service management standards, Part 1 Specification and Part 2 Code of practice and ITIL v3. Annual Report

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