IBM Quality Management Strategy. En proces. Vi laver kun 3 ting. IT Operational Service. Solution Deployment. Solution Development.

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1 Quality IBM Quality Strategy 1 Quality En proces Policies Objectives Directions Requirements Legislation Input Output People Equipment Finances Facilities Buildings Etc. Resources 2 Quality Vi laver kun 3 ting Development Deployment IT Operational 3 1

2 Quality Vores processer Requirements Analysis and Design Build Test Acceptance Development Change Release Configuration Deployment Execution Data and Storage Event Incident Problem User Contact management IT Operational 4 Quality THE IBM PRM-IT MODEL: 41 es IT Governance and System IT IT Governance Governance and and System System Framework Framework IT IT Governance Governance and and Capabilities Capabilities IT IT System System Operation Operation IT IT Governance Governance and and System System Evaluation Evaluation IT Customer Relationships Stakeholder Stakeholder Requirements Requirements IT IT Customer Customer Transformation Transformation Marketing and Sales Marketing and Sales Level Level Customer Customer Satisfaction Satisfaction IT Direction IT IT Strategy Strategy IT IT Research Research and and Innovation Innovation Architecture Architecture Risk Risk IT Portfolio IT Portfolio Program and Project Program and Project Development Requirements Requirements Analysis and Design Analysis and Design Build Build Test Test Acceptance Acceptance PRM-IT V2 Deployment Change Change Release Release Configuration Configuration IT Operational s Execution Execution Data Data Event Event User User Contact Contact Incident Incident Problem Problem IT Resilience Compliance Compliance Security Security Availability Availability Capacity Capacity Facility Facility IT IT Continuity Continuity IT Administration Financial Financial Asset Asset Supplier Supplier Relationship Relationship Pricing Pricing and and Contract Contract Administration Administration Workforce Workforce Knowledge Knowledge 5 Core Alignment Core Alignment Extended Alignment Extended Alignment Quality Grundholdninger 6 2

3 Quality / Ydelse Value added s Pay TV Mini bar Primary Hotel Night Fast checkout Hygiene Svimming Pool udviklings metode 7 Quality IBM Quality Strategy 8 Quality Intern audit 9 3

4 Quality Målinger Internal audits review External audits Customer satisfaction Corporate audits (Once a year) (Once a year) (Once a year) Quality objectives / KPI (Monthly) Level Agreements (Monthly) Availability analysis Outage analysis 10 Quality IBM Quality Strategy 11 Quality En model. 12 4

5 ITD Nordic John Hansen Entire organization IT D DK Bjarne Christiansen Secretary Deployment Office Susanne Hinz Ervin Valentin Engagement & Business RFS & TPS SDO Integration s Bent Max Filipsen Jens Jacobsen Jane Frørup André Greve Customer Facing APMM Russ Mccarty Danske Bank Steve Chiffins/ Bent Filstrup IT Outsourcing I Lars Høhne IT Outsourcing II Niels Lillelund Carlsberg Al lan Sonne Johansen Arla Foods Susanne Kristensen/ Erik Nybo SDC Christoffer De Máre Supergros/Norddata Torben Lohse Hoffmann Customer Facing Operations Customer Facing Operations NSD APMM NSD 3 departments 4 departments APMM Danske Bank IT Outsourcing I IT Outsourcing II Carlsberg Arla Foods SDC Supergros/Norddata EUS 1 department SSO 7 departments TPS 5 departments NORDIC Danske Bank IT Outsourcing I IT Outsourcing II Carlsberg Arla Food SDC Supergros/Norddata Cross Nordic EUS 9 departments SSO 32 departments OIS 1 department IT Security 1 department 22nd of Feb 2007 Support Bu siness Compliance Jens Christensen RDM Bettina Nyhuus Lockwood Business Operations Peter Skyttegaard Finance and Plann ing Bjarne Hansen Communication Susann e Wiid Human Resource Anett e Kong sted RFS: Request for TPS: Transition & Project s SDO: Delivery Operations NSD: Network Delivery EUS: End User Support SSO: Server System Operations OIS: Outsourcing Infrastructure s RDM: Resource Deployment Copyright IBM Corporation 2006 Quality En model. En abstraktion af noget 13 Quality ITSM Metamodel one page overview Theme Accountability Level Location Type Location Product Business Component Business Competency Organisation Group Segment Element Design Catalog Tier Design Selection Policy Design Financial Model Meta-model domains Offering Provision Organisation Tools/Technology Data & Information Operational Model Job Role Technical Component Model Operational Requirement (NFR) Role Skill Use Case Technical Component Deployment Unit Task Canonical Mapping Physical Database Design Physical Data Repository Work Instruction Activity Activity Information Model Activity Logical Data Model 14 Quality ITD DK organization chart Holdbarhed... Start med Dokumentstyring Ydelser er Roller Model Skab rammen 15 5

6 Quality Hvad er vigtigt Mennesker på arbejde har brug for at Opleve inklusion Opleve sig i kontrol Opleve sig betragtet som kompetent Hvordan kan I give hinanden den oplevelse? 16 Quality Og hva så.. 17 Quality Demings cirkel. Kvalitetsstyring Forbedre Planlægge Måle Sig, hvad du gør Gør, det du siger Mål, om du har gjort det Gem en registrering på det Lav ikke samme fejl to gange Udføre 18 6

7 Quality 19 End November 2007 Region Syddanmark 7

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