IT Organisation in Change

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1 IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver? Consistent and accurate solutions Available, Usable, Secure & Perform All the time? IT s are a means of delivering value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks. Yes You re either telling porkies or about to become very rich & famous! No Welcome to the club its large and friendly!

2 The Future: A Global Economy IT Process Framework Domains of IT IT Process Framework Governing processes (IT strategy / planning, architecture, venture process, etc.) Execute Core delivery processes Order Receive request for development (application change, pre-study, etc) Receive request for operational change (service level change) Project management Prioritize & plan Prioritize orders Plan resources Development Manage development Manage devel. configuration Capture requirements Analyse & design Implement Test Deploy Operations Plan/schedule operations Monitor operations Execute operations routines Maintain infrastructure management & service support desk / Incident packaging and service management (incl std work level management requests) Capacity management Problem management Infra. configuration management Change management Release management Availability management IT continuity management Security management Financial management Quality management Supporting processes Human resources (recruting, people development, skill mgt, ) Procurement & external supplier management

3 IT Process Framework IT Process Framework Core delivery Core processes processes Specific business customer need Incident User request Need for proactive measures Framework and processes to secure long term business Governing and IT alignment, processes synergies, IT (IT strategy / planning, architecture, venture process, etc.) structure and cost effectiveness Development Manage development Manage devel. configuration Order Prioritize & plan Capture requirements Receive request for Prioritize orders Business Analyse & design development (application Plan resources need fulfilled Implement change, Value pre-study, chain etc) responding to business customer need Test Receive (typically request for new or changed IT service, can also be related (New or Deploy operational change IT services such as advisory) changed IT (service level change) service Operations Plan/schedule operations established) Monitor operations Execute operations routines Maintain infrastructure Project management management & service support Execute desk / Incident packaging and service Availability management management Value chain (incl std responding work to level daily management need of users and IT need continuity to management requests) coordinate and secure Capacity management end-to to-end service Security management Problem management Infra. configuration management Financial management Change management Release management Quality management Supporting processes Human resources (recruting, people development, skill mgt, ) Procurement & external supplier management Sustained operational excellence of established IT services (end-to to-end) Core delivery Core processes processes Incident User request Need for proactive measures Order Receive request for development (application change, pre-study, etc) Receive request for operational change (service level change) Project management Governing processes (IT strategy / planning, architecture, venture process, etc.) Prioritize & plan Prioritize orders Plan resources Execute Development Manage development Manage devel. configuration Capture requirements Analyse & design Implement Test Deploy management & service support desk / Incident packaging and service Availability management management Value chain (incl std responding work to level daily management need of users and IT need continuity to management requests) coordinate and secure Capacity management end-to to-end service Security management Problem management Infra. configuration management Financial management Change management Release management Quality management Supporting processes Human resources (recruting, people development, skill mgt, ) Operations Plan/schedule operations Monitor operations Execute operations routines Maintain infrastructure Procurement & external supplier management Sustained operational excellence of established IT services (end-to to-end) IT Process Framework Governing processes (IT strategy / planning, architecture, venture process, etc.) Execute Core delivery processes Order Receive request for development (application change, pre-study, etc) Receive request for operational change (service level change) Project management Prioritize & plan Prioritize orders Plan resources Development Manage development Manage devel. configuration Capture requirements Analyse & design Implement Test Deploy Operations Plan/schedule operations Monitor operations Execute operations routines Maintain infrastructure ITIL management & service support desk / Incident packaging and service management (incl std work level management ITIL requests) Capacity management Problem management Infra. configuration management Change management Release management Availability management IT continuity management Security management Financial management Quality management Supporting processes Human resources (recruting, people development, skill mgt, ) Procurement & external supplier management

4 IT Infrastructure Library (ITIL) A series of books on the provision of quality IT services Produced by OGC, published by the Stationery Office A code of Best Practice Framework for IT provision Non proprietary Impartial and Generic Publicly available First written in IT Infrastructure Library (ITIL) T h e B u s I n e s s Planning to Implement The Business Support ICT Infrastructure Perspective Delivery Security Applications T h e T e c h n o l o g y

5 The ITIL Processes Support Desk Incident Delivery Level Availability Capacity Finance IT Continuity Infrastructure Applications Problem Release Change Configuration Change Overview of ITIL Processes IT Processes Business Process Owner Support & Delivery Planning Availability, Capacity, Continuity and Finance Budget Performance Disaster Charges Costs Performance Recovery Charges Level level targets SLA Business Requirements Support Desk, Incident, and Problem Infrastructure Change, Release and Configuration Changing or improving the IT Infrastructure

6 Support Processes Delivery Processes Customers Desk Incident Alerts Business Process Owners Level Problem Configuration Change Capacity Financial Mgt Availability IT Continuity Release Infrastructure Change Responsibility Pyramid Incident Delivery Desk Financial Problem Incident Level Capacity Availability Continuity Change Release Configuration Support Description End users (the customers of the IT department) need a clearly defined point of contact. Incident management s center of attention is the restoration of the agreed service level in a speedy and uniform manner. Goal Swift restoration of normal service operation (normal, as defined within SLA limits) and minimal impact on business processes.

7 Problem Description problem management is focused on preventive measures and the identification of the root cause of incidents. Goal An efficient and timely solution for problems is based on the definition of clear priorities. Configuration Description management of the configuration is essential to tap the full potential of an application system. Configuration management is responsible for providing the information necessary for planning and monitoring of the resources. Goal There is no single goal of the configuration management process, rather there are multiple goals: Account for IT assets and configurations. Verify the configuration records and correct exceptions. Provide accurate information for other processes (incident, problem, change and release management). Configuration Database (CMDB) CMDB Interfaces Stores details of : CIs Attributes Relationships IT Continuity SLAs Capacity People Locations Change & Release Capacity Cost The core of an integrated service management tool = information bank for all other ITIL processes Availability Licences CMDB Assets Releases Problem CMDB Incident ( Desk) Includes everything needed to deliver the service = scope definitions & phase by phase implementation important. Finance Changes Incidents Documents SLM Information Performance

8 Change Description Even though services evolve constantly, the quality of services delivered to core business processes may not be disrupted. Reliable change management treats planning and supervising of changes to the existing infrastructure thus minimizes the risk of damage to existing and new application systems, infrastructure and services. Goal Changes are implemented within the agreed time and minimal risk. Release Description Assurance that only tested and approved applications are rolled out is becoming more and more important, as different operating systems, different locations and an increased frequency of patches complete the release management. Goal Approved and accredited components (hardware, software, firmware as well as documents) are installed trouble free and on schedule. Level Description With a sound service level management, clear interfaces and specification of services are defined with customers (senior management). Users and internal as well as external suppliers are defined and managed. Internal operational level agreements and contracts with external suppliers facilitate adherence to negotiated service level agreements. Goal The goal is to ensure the compliance of the services delivered with the level of services demanded and agreed upon. Financial for IT s Description of expenses and accurate redistribution of costs improve the availability of financial resources. Goal Finance related information is provided to establish cost oriented steering of the organization.

9 Capacity Description Proactive identification of performance requirements ensures a continuous level of service and a proper management of resources. A sound management of capacity considers three levels: Business capacity capacity Resource capacity Goal Providing the appropriate capacity ensures the delivery of the service at an agreed level. IT Continuity Description By minimizing negative effects caused by disastrous and unpredictable events, disruption of the core business processes is to be minimized. Goal The goal is to provide a predetermined and agreed level of services in case of a disastrous event. Availability Availability by the Numbers Description Continuous monitoring and improvement of the availability of systems minimizes outages and thus improves the availability of services. Goal The goal is to ensure the consistent availability of IT services as required by the business processes.

10 End to End IT Availability BS15000 ISO BS15000 BS15000 Specification & Code of Practice PD 0005 Overview ITIL IT Infrastructure Library In House procedures Standard for the highest level of ITSM Overview Process Definition Deployed Solution Comparison of ITIL to BS15000 ITIL Provides framework for best practice Can assess maturity Flexible and adaptable BS Normative reference Internationally recognised certification Prescriptive Cannot assess maturity Only pass or fail

11 ISO ISO and ITIL ISO actually comprises two parts: ISO is the 'Specification for ' ISO is the 'Code of practice for '. ISO BS ITIL Version 3 IT serveice management forum

12 ITIL V3 The of ITIL V2 was published in 2000 and in 2004 work commenced on the ITIL V3. ITIL V3 core books (Strategies, Design, Transition, Operation and Improvement) were published in Spring of The former Support (SS) and Delivery (SD) processes will be integrated into a service life cycle. Strategy Design Transition Operation Continual Improvement continuous Building on a great practice base Enabling integration with business process Managing services from cradle to grave Removing process silos Reflecting the public feedback for holistic lifecycle focus Why a Lifecycle? Strategy Design Transition Business Requirements Policies Solutions Standards Architectures Operation ITIL v3 Resource Constraints Transition Plans Testing Operational Plans Operational services Continual Improvement

13 ITIL v3 Full Lifecycle Strategic Approach Well Defined 7-Step Improvement Process Well Defined Implementation Methodology The Deming Cycle The Deming Cycle From ITILv2 to ITILv3 Continual Improvement through Continuous Quality Control

14 ITIL 2011 ITIL 2011 is an update, not a new version. No entirely new concepts have been added, but the aim of the update is to "resolve errors and inconsistencies in the text and diagrams across the whole suite. There are a few new processes, while others are described in greater detail. CMMI 1.3 CMMI s

15 Aligning IT to the Business Summary

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