The Business IT Alignment theme. Jurriaan Horowitz
|
|
- Brandon Preston
- 7 years ago
- Views:
Transcription
1 The Business IT Alignment theme Jurriaan Horowitz
2 Agenda Biz/IT issues and solution models Business IT Alignment (BITA) Service IT Improvement Strategy Slide 2
3 Agenda Biz/IT issues and solution models Business IT Alignment (BITA) Service IT Improvement Strategy Slide 3
4 IT industry trends that drive the bita theme CEO vs CIO alignment issues CEO CIO A B C D E F G H Source: Morgan Chambers A Budget reduction B Improving control of IT spend C Standardization of systems & technologies / processes D Consolidation of systems and technologies E Migration to new systems / increase business flexibility and responsiveness F Integrate date and processes / integrate acquisitions, enable divestments G Implementing enterprise applications H Access new knowledge and skills Slide 4
5 The Business IT Problem Strategy Organization Process Control Slide 5
6 Sarbanes-Oxley Slide 6
7 Sarbanes-Oxley Signed into law on July 30, 2002 Address corporate accountability issues by improving quality of corporate reporting SEC voted on May 2003 to implement SOX Slide 7
8 CobiT CobiT Control Objectives for IT and related Technology is an IT Governance, Control framework and maturity model Originally an Auditor s tool Oriented towards risk mitigation Comprehensive, standardized set of guidelines that establishes what formal IS processes, practices and controls should be in place, and the minimum results they should predictably deliver. Slide 8
9 ITIL and CobiT Key Issue What best practices will drive integrated Service to manage the service impact on the enterprise Tactical Guideline CobiT is a complementary framework to ITIL. Enterprises that wish to put their ITIL program into the context of a wider control and governance framework could use CobiT Slide 9
10 How Process Controls Work Objectives Results Production Stay compliant Inputs Process Outputs Process and control evaluation KPI s : Process improvement and optimization Slide 10
11 Agenda Setting the Context Business IT Alignment (BITA) Service IT Improvement Strategy Slide 11
12 Business Planning VISION MISSION SWOT STRATEGIC OBJECTIVES TACTICAL & OPERATIONAL GOALS Slide 12
13 Business IT Alignment Corporate Vision Corporate Mission Corporate SWOT IT Vision IT Mission IT SWOT Are we working towards achieving our vision? Are we operating within the purpose and scope? Corporate Strategies & Goals IT Strategic Goals IT Tactical Goals IT Operational Goals What needs to be measured? What needs to be measured? What needs to be measured? Business Objectives IT Objectives Performance Indicators Slide 13
14 Environment Organization Corporate or Processes 3 4 Business Support Processes 2 IT Processes 1 Innovation, Development, Knowledge Transfer Processes Inputs, materials, data, etc. Primary Business Processes Products and Services Source: ITIL The Business Perspective On Your IT Infrastructure; Understanding And Improving
15 Agenda Setting the Context Business IT Alignment (BITA) Service IT Improvement Strategy Slide 15
16 The Philosophy of IT Service 7 / 32 IT Business Slide 16
17 Service : Balance IT Customer Perceived Quality IT supplier Service Quality Deal = Deal Price Costs Performance Slide 17
18 Agenda Setting the Context Business IT Alignment (BITA) Service IT Improvement Strategy Slide 18
19 Business Process Improvement Model VISION And MISSION Where are we now? Analysis Where do we want to be? Goals And Objectives How do we get there? Process Improvement Plans Are we improving? Did we get to where we wanted to be? Measurements And Tracking Source: ITIL The Business Perspective On Your IT Infrastructure; Understanding And Improving Slide 19
20 Process Maturity Input Process Improving Proactive Controlled Monitored 2 Not identified Output 0 Not performed IPW Stadia Model tm : Process improvement Slide 20
21 Implementing IT Service Initial training Assess & Re-assess Analyze Unfreeze Create awareness and train Subject Matter Experts (SME) Program Refreeze Reconfigure Train organization on new process & technology reinforce awareness Design and implement the change Slide 21
22 Eight Steps to Transformational Change 1. Establishing a sense of urgency 2. Creating the guiding coalition 3. Developing a vision and strategy 4. Communicating the change vision 5. Empowering broad-based action 6. Generating short-term wins 7. Consolidating gains and producing more change 8. Anchoring new approaches in the culture Dr. John Kotter Slide 22
23 4. Are We Improving?
24 Kaplan And Norton: Balanced Scorecard Financial Perspective To succeed financially, how should we appear to our shareholders? Customer Perspective To achieve our vision, how should we appear to our customers? Vision And Strategy Internal Business Processes Perspective To achieve our vision, what business processes must we excel at? Source: The Balanced Scorecard - Translating Strategy Into Action by Robert Kaplan and David Norton Learning And Growth Perspective To achieve our vision, how will we sustain our ability to change and improve? Slide 24
25 Balanced Scorecard For IT: ITIL Financial Goals Performance Indicators Customer Goals Performance Indicators Ability to control IT costs Economy of IT Value of IT -Accuracy of IT cost forecasts -Competitiveness of IT costs to the business -Costs of IT used in value adding business activities versus costs of IT used in overhead activities Quality of IT services Reliability of IT services Performance of IT services Support of hands-on users -Availability of IT services (in IT users perceptions) -Compliance to SLAs; Number and severity of IT -Service disruptions -On-time IT service delivery (defined by customer) -Number of registered user complaints about IT Innovation Goals Performance Indicators Internal Goals Performance Indicators Business productivity Service culture Flexibility -Annual business turnover vs. cost of running the business -Improvements in business turnover ascribable to IT -Reduction in business costs ascribed to IT -Number of business -Improvements initiated by or with help from IT -Average lead-time of successful IT implementation Change control Economy of IT Value of IT -Percentage of first time right IT changes -Hours spent on IT matters by business managers vs. total -Hours of IT use by business staff -Number of reported security violations Slide 25
26 What is the ROI for an ITSM Project? Benefits differ organization by organization, an assessment will deliver the answer for your specific organization On average the payback period is less then 90 days TCO reduces by 10% over time Do not forget to take into account the business savings as those are the ultimate justification Slide 26
27 Benefits That Drive ROI Reduce Incidents by 30% 80% Reduction in Mean Time to Repair Reduce Cycle Time For Changes By 25% Advance No Fault Changes by 25% Reduce Emergency Changes By 50% Reduce Over Capacity by 15% Increase Availability by 10% Decrease Time to Market Slide 27
28 Any Questions? Jurriaan Horowitz Slide 28
29 Slide 29
30 The IPW -model Introduction Information ICT valuing Commercial Policy HRM Strategy Architecture Finance Strategic Sourcing Supplier Portfolio Strategic Supplier processes Page 49 Relationship 27 / 32 Service Level Supplier planning Service Development Service Planning Business planning Functional Demand Service Build & Test Service Design Security Continuity Availability Financial Capacity Supply Contract Business Support Application Incident Problem Change Purchase Operation Support Services Operations Configuration Operations Release Supplier Operations Business Operations BITA Service Desk BITA Business Domain Business ICT Alignment Domain (BITA) ICT Domain Supplier ICT Alignment Domain (SITA) Supplier Domain Slide 30
Policy Title: Information and Communication Technologies (ICT) Service Management Policy. Policy Number: P60122
Policy Title: Information and Communication Technologies (ICT) Service Management Policy Policy Number: P60122 Section Reference Policy Contents Page(s) 1. Policy Administration 2 2. Policy Objective,
More informationWhat Every Project Manager should know about ITIL s Service Lifecycle Framework. Daniel Cayouette PMP - daniel@cayouette.
What Every Project Manager should know about ITIL s Lifecycle Framework Daniel Cayouette PMP - daniel@cayouette.com Sept 19, 2009 1 Presentation Objectives This presentation will provide a high-level view
More informationITIL V3 differences from V2
ITIL V3 differences from V2 Stuart Rance FISM, CISSP 2006 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice Agenda Overall differences Brief
More informationAnn Geyer Tunitas Group. CGEIT Domains
1 CGEIT Exam Prep May 17, 2011 Ann Geyer Tunitas Group CGEIT Domains 2 Job Practice Areas by Domain 25% IT Gov Frameworks 20% Risk Mgmt 15% Strategic Alignment 15% Value Delivery 13% Resource Mgmt 12%
More informationA VIEW FROM THE TOP: DEVELOPING A QUALITY DRIVEN MEASUREMENT FRAMEWORK
A VIEW FROM THE TOP: DEVELOPING A QUALITY DRIVEN MEASUREMENT FRAMEWORK Author : Anil C. Dissanayake Version : 2.2 Date : July 2012 1 EXECUTIVE SUMMARY The purpose of this document is to describe an approach
More informationIdentifying & Implementing Quick Wins
Identifying & Implementing Quick Wins 1 Executive Summary........3 2 Introduction....... 5 3 Key Steps to Quick Wins....... 7 4 Sample Quick Wins...8 4.1 People Quick Wins... 8 4.2 Process Quick Wins......9
More informationICTEC. IT Services Issues 3.4.2008. HELSINKI UNIVERSITY OF TECHNOLOGY 2007 Kari Hiekkanen
ICTEC IT Services Issues 3.4.2008 IT Services? IT Services include (for example) Consulting, IT Strategy, IT Architecture, Process, Software Software development, deployment, maintenance, operation, Custom
More informationITIL's IT Service Lifecycle - The Five New Silos of IT
The workable, practical guide to Do IT Yourself Vol. 4.01 January 1, 2008 ITIL's IT Service Lifecycle - The Five New Silos of IT By Rick Lemieux In my last article I spoke about IT s evolution from its
More informationIPMS Insurance Performance Management System
What s gets Measured gets Managed IPMS Insurance Performance Management System Our Value Proposition for : Achieving Clarity, Alignment and Accountability Yiannis Charalambous Chairman Gnosis Management
More informationDoD CIO ITSM Overview Enterprise Architecture Conference
DoD CIO ITSM Overview Enterprise Architecture Conference April 14, 2011 Barbara McCain Enterprise Architecture & Infrastructure DoD CIO Barbara.McCain@osd.mil What is IT Service Management (ITSM)? ITSM
More informationCriticism of Implementation of ITSM & ISO20000 in IT Banking Industry. Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3
Criticism of Implementation of ITSM & ISO20000 in IT Banking Industry Presented by: Agus Sutiawan, MIT, CISA, CISM, ITIL, BSMR3 Outline What is IT Service Management What is ISO 20000 Step by step implementation
More informationAn Implementation Roadmap
An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East
More informationDomain 1 The Process of Auditing Information Systems
Certified Information Systems Auditor (CISA ) Certification Course Description Our 5-day ISACA Certified Information Systems Auditor (CISA) training course equips information professionals with the knowledge
More informationWhat are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
ITIL Foundation mock exam 1 1. The Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPI) 3. Improve the process 4. Perform
More informationWhat s New In ITIL V3?
What s New In ITIL V3? George Spalding VP, Global Events Pink Elephant Pink Elephant Leading The Way In IT Management Best Practices The ITIL Books (V2) T h e B u s i n e s s Planning To Implement Service
More informationAdvanced Topics for TOGAF Integrated Management Framework
Instructor: Robert Weisman MSc, PEng, PMP CD Robert.weisman@buildthevision.ca Advanced Topics for TOGAF Integrated Management Framework ROBERT WEISMAN CEO BUILD THE VISION, INC. WWW.BUILDTHEVISION.CA EMAIL:
More informationProblem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies
Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management
More informationCombine ITIL and COBIT to Meet Business Challenges
Combine ITIL and COBIT to Meet Business Challenges By Peter Hill, Director, IT Governance Network, and Ken Turbitt, Best Practices Director, BMC Software BEST PRACTICES WHITE PAPER Table of Contents ABSTRACT...
More informationITIL. Lifecycle. www.alctraining.com.my. ITIL Intermediate: Continual Service Improvement. Service Strategy. Service Design. Service Transition
Take your ITIL skills to the next level ITIL Lifecycle ITIL Intermediate: Part of the complete ITIL Education Program Advance your career Add value to your organisation Gain credits towards ITIL Expert
More informationISEB MANAGER S CERTIFICATE IN ITIL INFRASTRUCTURE MANAGEMENT. Guidelines for candidates who are taking the ICT Infrastructure Examination
ISEB MANAGER S CERTIFICATE IN ITIL INFRASTRUCTURE MANAGEMENT Guidelines for candidates who are taking the ICT Infrastructure Examination This qualification is based on ITIL Infrastructure Management as
More informationPreparation Guide. EXIN IT Service Management Associate Bridge based on ISO/IEC 20000
Preparation Guide EXIN IT Service Management Associate Bridge based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced,
More informationISO20000: What it is and how it relates to ITIL v3
ISO20000: What it is and how it relates to ITIL v3 John DiMaria; Certified Six Sigma BB, HISP BSI Product Manager; ICT (ISMS,ITSM,BCM) Objectives and Agenda To raise awareness, to inform and to enthuse
More informationBlackhawk Technical College. Information Technology Services. Process Improvement Visioning Document
Blackhawk Technical College Information Technology Services Process Improvement Visioning Document December 12, 2008 Steven Davidson Chief Information Officer Blackhawk Technical College sdavidson@blackhawk.edu
More informationPreparation Guide. EXIN IT Service Management Associate based on ISO/IEC 20000
Preparation Guide EXIN IT Service Management Associate based on ISO/IEC 20000 Edition January 2014 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied
More informationDetermining Best Fit. for ITIL Implementations
Determining Best Fit for ITIL Implementations Michael Harris President David Consulting Group Agenda Why ITIL? The Evolution of IT Metrics Towards the Business What do businesses need from IT Introduction
More informationWhich statement about Emergency Change Advisory Board (ECAB) is CORRECT?
ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification
More informationTHE BALANCED SCORECARD IN A STRATEGY-FOCUSED ORGANIZATION
THE BALANCED SCORECARD IN A STRATEGY-FOCUSED ORGANIZATION Engineer (economist) Bogza (Cozma) Rodica Maria, PhD The Bucharest Academy of Economic Studies ABSTRACT The power to focus means the power to succeed.
More informationBusiness Intelligence Competency Centers People + Information = Intelligence. Timo Elliott
Business Intelligence Competency Centers People + Information = Intelligence Timo Elliott 1.Why have a BI Competency Center 2.BICC Organization and Staffing 3.BICC Functional areas and Key Tasks 4.Creating
More informationIS Management, ITIL, ISO, COBIT...
IS Management, ITIL, ISO, COBIT... Orsys, with 30 years of experience, is providing high quality, independant State of the Art seminars and hands-on courses corresponding to the needs of IT professionals.
More informationTHE CHANGING ROLE OF HUMAN RESOURCES IN THE 21ST CENTURY AND THE HR SCORECARD
THE CHANGING ROLE OF HUMAN RESOURCES IN THE 21ST CENTURY AND THE HR SCORECARD 2 1. CHALLANGES OF THE HUMAN RESOURCES MANAGEMENT IN THE 21ST CENTURY 2. THE HR-BALANCED SCORECARD AS A CONTROLLING INSTRUMENT
More informationIT Service Desk Health Check & Action Plan
IT Service Desk Health Check & Action Plan Version: 1.0 Date: April, 2003 Authors: Fatima Cabral, Gary Case, David Ratcliffe Pink Elephant Leading the Way in IT Management Best Practices www.pinkelephant.com
More informationSESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View
SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View The Business of IT Provisioning Bill Irvine Transformation Strategist, Accelerate Innovation, VMware billirvine@comcast.net Session
More informationEnabling IT Performance & Value with Effective IT Governance Assessment & Improvement Practices. April 10, 2013
Enabling IT Performance & Value with Effective IT Governance Assessment & Improvement Practices April 10, 2013 Today's Agenda: Key Topics Defining IT Governance IT Governance Elements & Responsibilities
More informationITIL CSI 2011 Vernon Lloyd
ITIL CSI 2011 Vernon Lloyd 12 th December 2011 Implementing or Improving? Vernon Lloyd International Client Director Fox IT Without change there is no innovation, creativity, or incentive for improvement
More informationService Strategy. Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs
ITIL V3 Over View ITIL V3 Structure Strategy ITIL V3 Overview Design Transition Operation Process orientation Terminology Inputs and outputs Activities Process flow / diagram Process Roles Challenges KPIs
More informationIT Service Management. The Role of Service Request Management
RL Consulting IT Service Management The Role of Service Request Management Prepared by: Rick Leopoldi June 1, 2007 Copyright 2001-2007. All rights reserved. Duplication of this document or extraction of
More informationGeoff Harmer PhD, CEng, FBCS, CITP, CGEIT Maat Consulting Reading, UK www.maatconsulting.com
COBIT 5 All together now! Geoff Harmer PhD, CEng, FBCS, CITP, CGEIT Maat Consulting Reading, UK www.maatconsulting.com 1 Copyright Notice COBIT is 1996, 1998, 2000, 2005 2012 ISACA and IT Governance Institute.
More informationThe Future of Best Practices in IT Service Management - ITIL Version 3 Explained
The Future of Best Practices in IT Service Management - ITIL Version 3 Explained Reg Harbeck CA Monday, August 13, 2007 Session 1455 ITIL V3: The Processes Governance Processes: Service Measurement Service
More informationTransforming IT into an App Store Service Catalog Part I: Why Should I care? www.caskllc.com
Transforming IT into an App Store Service Catalog Part I: Why Should I care? www.caskllc.com Who are we? 2 Jason Rosenfeld» ITSM Practice Lead at Cask, LLC» 15+ years ITSM and IT Operations experience
More informationHow To Compare Itil To Togaf
ITSM vs EA KAOS ITSM vs EA SH Needs Business Goals 2 GOVERNANCE EVALUATE PLANNING ITSM IMPROVING OPERATING Business Programs Projects DEVELOPING EA IMPLEMENTING IT service - ITIL 3 Lifecycle approach Service
More informationThe Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc.
The Rise of Service Level Management in ITIL V3 April 2008 Oblicore, Inc. Table of Contents The Move From Version 2 To Version 3................... 3 What s New In V3?..................................
More informationSarbanes Oxley Act Statement of Ability. An AdRem Software White Paper
Sarbanes Oxley Act Statement of Ability An AdRem Software White Paper 2009 AdRem Software, Inc. This document is written by AdRem Software and represents the views and opinions of AdRem Software regarding
More information1. Which of the following best means Combination of Internal & External Sourcing? 3. Which of the following CANNOT be stored and managed by a tool?
ITIL PRACTICE PAPER 1. Which of the following best means Combination of Internal & External Sourcing? A. Internal Sourcing-. B. External Sourcing C. Co-Sourcing D. Managed Services 2. Major Incidents require?
More informationAn Introduction to the Information Security Program Model (ISPM)
SECURELY ENABLING BUSINESS An Introduction to the Information Security Program Model (ISPM) Presented by: Nick Puetz VP of Strategic Services, FishNet Security David Robinson CIO, Lockton Companies AGENDA
More informationU.S. Defense Priorities OSD PA&E
1 U.S. Defense Priorities Deter potential adversaries and defend America and American interests Counter asymmetric threats including terrorism, cyber attacks and ballistic and cruise missiles Fight and
More informationImage Area. View Point. Transforming your Metrics Program with the right set of Silver Bullets. www.infosys.com
Image Area View Point Transforming your Metrics Program with the right set of Silver Bullets www.infosys.com Introduction Today s organizations are competing in a fast-paced marketplace driven by new technologies,
More informationStrategic Leadership and
Chapter 11 Strategic Leadership and Change Management Chapter 11 Learning Outcomes Discuss the role of strategic leadership in the strategic management process. Describe the relevance of analyzing the
More informationDeveloping and Implementing a Balanced Scorecard: A Practical Approach
RL Consulting Developing and Implementing a Balanced Scorecard: A Practical Approach White Paper Prepared by: Rick Leopoldi March 31, 2004 Copyright 2004. All rights reserved. Duplication of this document
More informationIs ITIL All Theory and No Practice?
Is ITIL All Theory and No Practice? Carolyn M. Hennings PMP, IT Service Manager ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered
More informationIT Governance and IT Operations Bizdirect, Mainroad, WeDo, Saphety Lisbon, Portugal October 2 2008
IT Governance and IT Operations Bizdirect, Mainroad, WeDo, Saphety Lisbon, Portugal October 2 2008 Jan Duffy, Research Director Industry Insights Agenda About IDC Insights Today s organizational complexities
More informationSESSION 801 Wednesday, November 4, 10:15am - 11:15am Track: The Beginner's View
SESSION 801 Wednesday, November 4, 10:15am - 11:15am Track: The Beginner's View Basic Change Management: A Practical Multiphase Approach Greg Sanker Enterprise Support Operations Manager, Oregon Department
More informationBest Practices. Dr. Gerald R. Gray Principal Technical Leader
Utility Enterprise Architecture: Best Practices Dr. Gerald R. Gray Principal Technical Leader Agenda Background Case Studies APQC-based Survey Application / Use 2 Background 2012 Utility CIO report While
More information3 Educational Change Models
3 Educational Change Models By Janine Lim For LLG Sept. 20, 2009 This file is copyrighted (2010) and a part of my Leadership Portfolio found at http://www.janinelim.com/leadportfolio. It is shared for
More informationIT Governance Regulatory. P.K.Patel AGM, MoF
IT Governance Regulatory Perspective P.K.Patel AGM, MoF Agenda What is IT Governance? Aspects of IT Governance What banks should consider before implementing these aspects? What banks should do for implementation
More informationFoundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service
ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,
More informationGobierno de TI Enfrentando al Reto. IT Governance Facing the Challenge. Everett C. Johnson, CPA International President ISACA and ITGI
Gobierno de TI Enfrentando al Reto IT Facing the Challenge Everett C. Johnson, CPA International President ISACA and ITGI 1 Add titles Agenda Agenda IT governance keys IT governance focus areas: theory
More informationBEST PRACTICES. March 29, 2005 IT Governance Framework. by Craig Symons. Helping Business Thrive On Technology Change
March 29, 2005 IT Governance Framework by Craig Symons BEST PRACTICES Helping Business Thrive On Technology Change BEST PRAC TICES March 29, 2005 IT Governance Framework Structures, Processes, And Communication
More informationThe Strategic Management Maturity Model TM
The Strategic Management Maturity Model TM Many Institute clients ask a similar question as they work to improve their strategic management at their organizations: where do we stand compared with other
More informationEXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus
More informationPractical Approaches to Achieving Sustainable IT Governance
Practical Approaches to Achieving Sustainable IT Governance Beyond Mandates: Getting to Sustainable IT Governance Best Practices Agenda IT Governance Definition IT Governance Principles IT Governance Decisions
More informationITIL V3 Foundation Certification - Sample Exam 1
ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of
More informationISO 20000-1:2005 Requirements Summary
Contents 3. Requirements for a Management System... 3 3.1 Management Responsibility... 3 3.2 Documentation Requirements... 3 3.3 Competence, Awareness, and Training... 4 4. Planning and Implementing Service
More informationEVALUATION FRAMEWORK FOR SERVICE CATALOG MATURITY IN INFORMATION TECHNOLOGY ORGANIZATIONS
EVALUATION FRAMEWORK FOR SERVICE CATALOG MATURITY IN INFORMATION TECHNOLOGY ORGANIZATIONS Carlos Moreno Martínez Information Systems Department, Universidad Europea de Madrid Spain Email: 20839394@live.uem.es
More informationManaging Organizational Performance: Linking the Balanced Scorecard to a Process Improvement Technique Abstract: Introduction:
Managing Organizational Performance: Linking the Balanced Scorecard to a Process Improvement Technique William K. Hoehn, Ph.D. Raytheon Systems Company Tucson, Arizona Abstract: Numerous researchers have
More informationApplication Overhaul. Key Initiative Overview
Scott D. Nelson Research Managing Vice President This overview provides a high-level description of the Application Overhaul Key Initiative. IT leaders can use this guide to understand how to develop an
More informationNAB Enterprise Change
Change@NAB Methodology LENA ROSS October 2014 What we ve done GOVERNANCE FORUM ESTABLISHED ENTERPRISE SOCIAL NETWORK And...it s an ongoing journey! CONTINUOUS IMPROVEMENT SEP 2013 CHANGE@NAB ROLLOUT CENTRAL
More informationBADM 590 IT Governance, Information Trust, and Risk Management
BADM 590 IT Governance, Information Trust, and Risk Management Information Technology Infrastructure Library (ITIL) Spring 2007 By Po-Kun (Dennis), Tseng Abstract: This report is focusing on ITIL framework,
More informationThe CMDB at the Center of the Universe
The CMDB at the Center of the Universe Reg Harbeck CA Wednesday, February 27 Session 5331 Purpose Clarify origin of CMDB concept and what it is Understand difference and equivalence between CMDB and Asset
More informationSnohomish County PUD. Service Management Journey. Chris Thorpe Tina Myren June 16, 2010
Snohomish County PUD Service Management Journey Chris Thorpe Tina Myren June 16, 2010 Topics Snohomish County PUD How We Started Our Approach Change Management ITSM Tool Top Ten Tips Who Is Snohomish County
More informationThe Balanced Scorecard
The Balanced Scorecard Traditional financial performance metrics provide information about a firm's past results, but are not well-suited for predicting future performance or for implementing and controlling
More informationBCIS 5520 IT Service Management. Service Design (Part 2)
BCIS 5520 IT Service Management Service Design (Part 2) Class 7.01 Spring 2015 Dr. Becker Announcements: Exam #1 Class #8 (3/11; click here) EXAM #1: Foundations of ITSM based on ITIL v3, Jan von Bon (JVB)
More informationFree ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason
More informationThe ITIL Service Desk. Common Sense Comes To Life. Version : 1.3 Date : August 13, 2003 : Pink Elephant Global Hosting Services www.pinkghost.
The ITIL Service Desk Common Sense Comes To Life Version : 1.3 Date : August 13, 2003 Location : Pink Elephant Global Hosting Services Table Of Contents 1 ITIL DEFINED... 3 2 ITIL S BUSINESS BENEFITS...
More informationHong Kong Information Security Group TRAINING AGENDA
TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of
More informationCreating and Maturing a Service Catalog
Creating and Maturing a Service Catalog By Wendy Kuhn and Pam Erskine Third Sky, Inc. Introduction Developing a service catalog can seem like a simple marketing and communications activity or a daunting
More informationThe Rise of Service Level Management. Gary Case
pink elephant WHITE PAPER: The Rise of Service Level Management in ITIL V3 The Rise of Service Level Management in ITIL V3 february, 2010 Gary Case Principal Consultant, Pink Elephant Table of Contents
More informationITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days
ITIL 2011 Service Offerings & Agreement (SOA) Certification Program - 5 Days Program Overview ITIL is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology
More informationHuman Resources 101. Human Resources Series. Agenda - HR s Strategic Role. Module 1: HR s Strategic Role
Human Resources 101 Module 1: HR s Strategic Role University of California San Francisco Human Resources Training Series HR Development & Training Human Resources Series 1. HR s Strategic Role 2. Effective
More informationITSM 101. Patrick Connelly and Sandeep Narang. Gartner. www.it.ufl.edu
ITSM 101 Patrick Connelly and Sandeep Narang Gartner 1 IT Service Management 101 Agenda What is IT Service Management? Why is IT Service Management Important? Speaking a Common Language: Overview of Key
More informationInformation Technology Auditing for Non-IT Specialist
Information Technology Auditing for Non-IT Specialist IIA Pittsburgh Chapter October 4, 2010 Agenda Introductions What are General Computer Controls? Auditing IT processes controls Understanding and evaluating
More informationEmploying ITSM in Value Added Service Provisioning
RL Consulting People Process Technology Organization Integration Employing ITSM in Value Added Service Provisioning Prepared by: Rick Leopoldi January 31, 2015 BACKGROUND Service provisioning can oftentimes
More informationWhich ITIL process or function deals with issues and questions about the use of services, raised by end users?
1 of 40 Which ITIL process or function deals with issues and questions about the use of services, raised by end users? A. Availability Management B. Service Level Management C. Problem Management D. Service
More informationThe Global Workspace Alliance USER-FOCUSED SOLUTIONS FOR TODAY S GLOBAL WORKSPACE NEEDS
The Global Workspace Alliance USER-FOCUSED SOLUTIONS FOR TODAY S GLOBAL WORKSPACE NEEDS INTRODUCING The Global Workspace Alliance USER-FOCUSED SOLUTIONS FOR TODAY S GLOBAL WORKSPACE NEEDS To thrive in
More informationRocky road to defining a common portfolio
Rocky road to defining a common portfolio Case: TeliaSonera Pirkko Lankinen Head of Service Portfolio management 1 Agenda About the speaker TeliaSonera In brief Key questions for beginners Maximus Goals
More informationBest Practices for Consolidation Projects
Best Practices for Consolidation Projects Lynne Glickman Solution Architect Hewlett-Packard 2004 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without
More informationITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0
ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key
More informationIT Service Management ITIL, COBIT
IT Service Management ITIL, COBIT Bülent Ekuklu Business Development Executive IBM Global Services Global Conditions are Changing 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Agriculture Manufacturing Service
More informationDr. Gad J. Selig, PMP, COP Managing Partner, GPS Group, Inc., Director, Technology Management & Dual Graduate Business Degree Programs & Associate
Panel Discussion Sharing Industry Knowledge Successful Business/IT Alignment, Execution & Governance Best Practices: Why, What and How? Society for Information Management March 15, 2006 SIM March 15, 2007
More informationBeyond Mandates: Getting to Sustainable IT Governance Best Practices. Steve Romero PMP, CISSP, CPM IT Governance Evangelist
Beyond Mandates: Getting to Sustainable IT Governance Best Practices Steve Romero PMP, CISSP, CPM IT Governance Evangelist Agenda > IT Governance Definition > IT Governance Principles > IT Governance Decisions
More informationThe Role of ITIL in IT Governance
The Role of ITIL in IT Governance Leveraging IT Governance around IT Service Management Presented By: Rick Leopoldi RL Information Consulting LLC Q2 2005 People Process Technology Why Focus on IT Governance
More informationITIL Intermediate Lifecycle Stream:
ITIL Intermediate Lifecycle Stream: SERVICE DESIGN CERTIFICATE Sample Paper 2, version 6.1 Gradient Style, Complex Multiple Choice SCENARIO BOOKLET This booklet contains the scenarios upon which the eight
More informationBCS Specialist Certificate in Change Management Syllabus
BCS Specialist Certificate in Change Management Syllabus Version 1.9 March 2015 BCS Specialist Certificate in Change Management Syllabus Contents Change History... 2 Rationale... 3 Aims and Objectives...
More informationDomenico Raguseo. IT Governance e Business Technology (approfondimenti su ITIL)
IT Governance e Business Technology (approfondimenti su ITIL) Domenico Raguseo Italy Client Technical Professional Manager SW Europe Service Management Solution Architect Leader http://www.linkedin.com/in/dragus
More informationOffice of the Chief Information Officer
Office of the Chief Information Officer Business Plan: 2012 2015 Department / Ministère: Executive Council Date: November 15, 2012 1 P a g e This Page Left Intentionally Blank 2 P a g e Contents The Business
More informationUsing ITIL to Build a Successful Capacity Management Process
Using ITIL to Build a Successful Capacity Management Process Neil McMenemy Principal Consultant, Capacitas Agenda ITIL Capacity Management Strengths Framework Interfaces to Other Processes Continual Service
More informationSITA Service Management Strategy Implementation. Presented by: SITA Service Management Centre
SITA Service Management Strategy Implementation Presented by: SITA Service Management Centre Contents What is a Service? What is Service Management? SITA Service Management Strategy Methodology Service
More informationCorporate Performance Management. Framework, Approach and Challenges Observed
Corporate Performance Framework, Approach and Challenges Observed 16 June 2009 Performance Improvement Agenda Page 1 CPM defined for performance leadership 1 2 CPM framework 6 3 CPM Practical implementation
More informationSTRATEGY 1: DETERMINE DESIRED PERFORMANCE METRICS
operational, tactical, and strategic. 2 Operational and tactical decisions generally involve choices or decisions about current business processes. Although strategic decisions may relate to the current
More informationCIO Support Solutions
CIO Support Solutions Table of Contents Delivering Business Value 3 What is expected of today s CIOs? 4 Top Challenges faced by Industry CIOs 5 Top Challenges faced by Federal CIOs 6 Why IonIdea Value
More informationBMC and ITIL: Continuing IT Service Evolution. Why adopting ITIL processes today can save your tomorrow
BMC and ITIL: Continuing IT Service Evolution Why adopting ITIL processes today can save your tomorrow What does it mean to adopt ITIL? Implementing ITIL? Don t. That s outdated thinking. Today s successful
More information