Information Technology Infrastructure Library -ITIL. IT Governance CEN 667

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1 Information Technology Infrastructure Library -ITIL IT Governance CEN 667 1

2 Lectures Schedule Week Topic Introduction to IT governance Week 1 Overwiev of Information Security standards - ISO series of standards (27001, Week , 27003, 27004, 27005) Week 3 Information Technology Service management ISO and ISO Week 4 ITIL Week 5 Business Continuity and BS and BS Week 6 Disaster Recovery Week 7 COBIT Week 8 Project implementation (ISO and ISO 27003) Week 9 Midterm Week 10 Risk Managament (ISO 27005) Week 11 Application and Network Security and security testing Week 12 Specific Requirements and Controls Implementation (ISO 27002) Week 13 Operational and Security Incident managament Week 14 Perforamnce Measurement and Metrics (ISO 27004) Week 15 Audit (ISO 19011) and Plan- Do-Check-Act impovement cyclus 2

3 Project proposal Goal of the projects are to find applicable measurement and metric methods to improve processes: For series of standards and For ITIL For Business Continuity and BS For Disaster Recovery For Penetration testing For Operational and Security Incident management For Risk Management Secure method for visual authentication Mobile securty access with speach recognition Other agreed with lecturer Literature review on selected topic - between 500 and 1000 words Proposal / for improvements of choosen method, approach, techniqe, - up to 2000 words List of references Document prepared in two columns as it should Be prepared for the conference paper Week report on updates 3

4 Project proposal (week 4) Candidate Topic Literature review draft Azizah Ibrahim Mobile IPv6 handover packet loss avoidance Emina Aaličković NO NO NO Jasmin Kevrić Algorithm improvement for the network anomaly detection using improved KDD 2009 NO Adnan Miljković NO NO Fatih Ozturk NO NO Literature review on selected topic - between 500 and 1000 words Proposal / for improvements of choosen method, approach, techniqe, - up to 2000 words List of references Document prepared in two columns as it should Be prepared for the conference paper Week report on updates 4

5 Information Technology Infrastructure Library -ITIL IT Governance CEN 667 5

6 Lectures Schedule Week Topic Introduction to IT governance Week 1 Overwiev of Information Security standards - ISO series of standards (27001, Week , 27003, 27004, 27005) Week 3 Information Technology Service management ISO and ISO Week 4 ITIL Week 5 Business Continuity and BS and BS Week 6 Disaster Recovery Week 7 COBIT Week 8 Project implementation (ISO and ISO 27003) Week 9 Midterm Week 10 Risk Managament (ISO 27005) Week 11 Application and Network Security and security testing Week 12 Specific Requirements and Controls Implementation (ISO 27002) Week 13 Operational and Security Incident managament Week 14 Perforamnce Measurement and Metrics (ISO 27004) Week 15 Audit (ISO 19011) and Plan- Do-Check-Act impovement cyclus 6

7 7

8 ITIL v3 Five volumes comprise 1. ITIL Service Strategy 2. ITIL Service Design 3. ITIL Service Transition 4. ITIL Service Operation 5. ITIL Continual Service Improvement 8

9 I ITIL Service Strategy 1. Strategy management for IT services 2. Service Portfolio Management 3. Financial Management of IT Services 4. Demand Management 5. Business relationship management II ITIL Service Design 6. Design coordination (introduced in ITIL 2011 edition) 7. Service catalogue management 8. Service level management 9. Availability management 10. Capacity management 11. IT service continuity management (ITSCM) 12. Information security management system 13. Supplier management III ITIL Service Transition 14. Transition planning and support 15. Change management 16. Service asset and configuration management 17. Release and deployment management 18. Service validation and testing 19. Change evaluation 20. Knowledge management IV ITIL Service Operation 21. Event management 22. Incident management 23. Request fulfilment 24. Problem management 25. Access management V ITIL Continual Service Improvement 26. The seven-step improvement process: 1. Identify the strategy for improvement 2. Define what you will measure 3. Gather the data 4. Process the data 5. Analyze the information and data 6. Present and use the information 7. Implement improvement 9

10 3.Financial Management Owner: Financial Manager Budgeting, IT Accounting, & Charging Goal:To provide cost effective stewardship of IT assets and the financial resources used providing IT services Inputs: Business and IS Plans, Financial Targets, Cost Model, historical information, (Availability, Capacity), monitoring, Actions: Which methods to use. Budget, accounting, chargeback's Outputs: adj budget, var reports, recommendations, BUDGET Roles: customer, Fin mgr Responsibilities: show value. Responsible for accounting for the costs and returns on IT Service Investments (IT Portfolio management), and for any aspects of recovering costs from the customer (charging) I ITIL Service Strategy 1. Strategy management for IT services 2. Service Portfolio Management 3. Financial Management of IT Services 4. Demand Management 5. Business relationship management 10

11 8. Service Level Management A means to an end. A mechanism for management of a relationship between the Customer and Provider for mutual benefits. Outputs: Service Catalog, acceptance, business transformation, better understanding of Customer s business processes and drivers, accountability of provider Roles: Customer, Provider (internal or external service department), SLM manager Responsibilities: negotiate and review SLA s and ensure internal and external support contracts are adequate with the customer. II ITIL Service Design 6. Design coordination (introduced in ITIL 2011 edition) 7. Service catalogue management 8. Service level management 9. Availability management 10. Capacity management 11. IT service continuity management (ITSCM) 12. Information security management system 13. Supplier management 11

12 9. Availability Management Designed, implemented, measured and managed Owner: Availability Manager Goal: To meet the availability requirements of the business and to reduce the number of and total downtime caused by availability incidents. Inputs: business availability requirements, business impact assessment, incident and problem records, configuration and monitoring data, service achievements against agreed SLA. Actions: Determine availability requirements from business. Monitor availability and reliability. Availability targets. Review changes for potential impact on current service availability levels. Acquire additional hardware for hot-spares if cost justified. II ITIL Service Design 6. Design coordination (introduced in ITIL 2011 edition) 7. Service catalogue management 8. Service level management 9. Availability management 10. Capacity management 11. IT service continuity management (ITSCM) 12. Information security management system 13. Supplier management 12

13 9. Availability Management Designed, implemented, measured and managed Outputs: AMDB (Availability Management Database). Availability Plan. Improve availability by putting in place cost effective measures which reduce the interruptions and amount of time loss to services cased by availability incidents. New SLA targets. Roles: Availability Manager Responsibilities: Design in Security Requirements as defined in overall IT Security plan (tactically and operationally) 13

14 9. Availability Management Designed, implemented, measured and managed 14 Examples of bidirectional interfaces with other Service Management Disciplines Output of Availability Management Assessment of Availability that can be delivered for a new IT Service to enable the SLA to be negotiated and agreed upon Availability and Design criteria to maintain business as usual Cost of non-availability Completed CFIA for a new IT Service Details of planned maintenance regime e.g. frequency, duration, and impact That inputs to Service Level Management ITSCM IT Financial Management Capacity Management Change Management Which also has an output to Availability Management Details of the agreed SLA Business impact assessment detailing Costs of proposed upgrades Capacity plan Schedule of planned maintenance activities for IT components detailing times and services impacted

15 10. Capacity Management Owner: Capacity Manager Goal: Need to understand business requirements, organizations operations, and the IT infrastructure and ensure that all current and future Capacity and performance aspects of the business requirements are provided cost effectively Inputs: Business Requirements, Technology SLA, Financial Plans, Budgets, IT Plans/Strategy, Incidents/Problems Actions: Monitoring, Analysis, Tuning, Implementation Outputs: Capacity Plan, baselines, thresholds/alarms, SLA recommendations, costing/charging recommendations Roles: Capacity Manager, technology specialists. Responsibilities: Ensuring that there is adequate IT Capacity to meet required levels of Service and for ensuring that IT management is correctly advised on how to match Capacity on Demand, and to ensure that use of Capacity is optimized Advise the SLM process about appropriate service level or service level options II ITIL Service Design 6. Design coordination (introduced in ITIL 2011 edition) 7. Service catalogue management 8. Service level management 9. Availability management 10. Capacity management 11. IT service continuity management (ITSCM) 12. Information security management system 13. Supplier management 15

16 10. Capacity Management Sub Processes Business Capacity Management: Ensure future Business Requirements are considered, planned and implemented Service Capacity Management: Responsible for ensuring the performance of all services, as detailed in the SLAs, is monitored and measured, and that the collected data is recorded, analyzed and reported. Manage demand for services. Resource Capacity Management: Responsible for ensuring that all of the components (hardware and software) within the IT infrastructure that have finite capacity are monitored and measured and that the collected data is recorded, analyzed and reported. 16

17 11. IT Service Continuity Management Goal: To ensure that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required and agreed business timescales Inputs: Business priorities, Business Impact Analysis, IT dependencies, threats & vulnerabilities Actions: Risk assessment, testing, Risk reduction measures, implement stand-by arrangements, initial testing Outputs: Contingencies, plans, testing Roles: BCM sponsor and steering committee, Business Recovery Team and Leaders, Responsibilities: recovery options must be understood, choose appropriate solution, Identify roles and responsibilities, get endorsement from upper mgt, align plans with BCM and review regularly II ITIL Service Design 6. Design coordination (introduced in ITIL 2011 edition) 7. Service catalogue management 8. Service level management 9. Availability management 10. Capacity management 11. IT service continuity management (ITSCM) 12. Information security management system 13. Supplier management 17

18 11.IT Service Continuity Management The Business Continuity Lifecycle Stage 1 Initiation Initiate BCM Stage 2 Requirements and Strategy Business Impact Analysis Risk Assessment Business Continuity Strategy Stage 3 Implementation Implement Standby Arrangements Develop Recovery Plans Develop Procedures Initial Testing Implement Risk Reduction Measures Stage 4 Operational Management Education & Awareness Review & Audit Testing Assurance Change Management Training 18

19 11. IT Service Continuity Management Real world examples of why you need to do this London Stock Exchange 2000 New Zealand Power Crisis DDOS Considerations Other Natural Disaster Costs 19

20 15. Change Management Goal: to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes, in order to minimize the impact of change related incidents upon service quality, and consequently to improve the day-to-day operations of the organization Activities: filter changes, manage changes, management reporting Outputs: Change and Configuration Management Plan, minutes and actions, reports Responsibilities: Ensures changes are assessed, developed, tested, implemented and reviewed III ITIL Service Transition 14. Transition planning and support 15. Change management 16. Service asset and configuration management 17. Release and deployment management 18. Service validation and testing 19. Change evaluation 20. Knowledge management 20

21 15. Change Management Relationship with Capacity, Configuration and Release Management Change Management Assesses Impact Capacity Management Assesses impact on Business & IT Performance Configuration Management Identifies areas impacted Change Management Authorizes Change Configuration Management Updates Records Release Management Controls release of new version of software or hardware if required to implement change 21

22 16. Configuration Management Goal: provide a logical model of the infrastructure or a service by identifying, controlling, maintaining and verifying the versions of Configuration Items (CI) in existence. Account for all of the IT Assets Provide accurate information on configurations and their documentation to support all the other Service Management Processes Provide a Sound basis for Incident, Problem, Change, and Release Management Verify configuration records against the infrastructure and correct and exceptions Inputs: Business Requirements, incidents, Activities: Planning, Identification, Control, Status Accounting, Verification and Audit Outputs: Reports, updates, kpi s Roles: Configuration Manager, Configuration Management Team, Asset manager, Librarian (sw and documentation), III ITIL Service Transition 14. Transition planning and support 15. Change management 16. Service asset and configuration management 17. Release and deployment management 18. Service validation and testing 19. Change evaluation 20. Knowledge management 22

23 17. Release Management Owner: Release Manager Goal: Plan and Oversee rollout of Hardware and Software Inputs: Business needs, Actions: Plan, Design, Build, Communicate, configuration, Testing, Scheduling Outputs: updates to CMDB, documentation Roles: Release manager Responsibilities: Plan, design, build, test, implement roll out III ITIL Service Transition 14. Transition planning and support 15. Change management 16. Service asset and configuration management 17. Release and deployment management 18. Service validation and testing 19. Change evaluation 20. Knowledge management Consider both technical and non-technical aspects of release.. 23

24 22. Incident Management Own: Incident Manager Goal: Restore Service, minimize impact Inputs: Symptoms, SLA Actions: Record, classify, investigate, diagnose, escalate Outputs: resolution, updates, reports, incident becomes a problem, metrics Roles: Service Desk Responsibilities: to make sure every incident logged, resolve as soon as possible IV ITIL Service Operation 21. Event management 22. Incident management 23. Request fulfilment 24. Problem management 25. Access management 24

25 24. Problem Management Owner: Problem Manager Goal: to minimize the adverse impact of Incidents and Problems on the Business that are caused by errors within the IT Infrastructure. And to prevent the recurrence of incidents related to those errors. Seeks the Root Cause of Incidents. Inputs: incident details from Incident Management, configuration details from the CMDB, any defined workarounds (from incident management) Actions: Improve or correct root cause of problems, identify trends, error/problem control, advice on work-arounds, targeting preventative actions Outputs: updated problem record, closed problem record, response from incident matching Problem Roles: Problem Manager, Problem Support Responsibilities: Identify Problems, investigate problems, Develop/maintain problem control process, monitor progress, review efficiency/effectiveness of process, identify trends, prevent replication of problems to multiple systems IV ITIL Service Operation 21. Event management 22. Incident management 23. Request fulfilment 24. Problem management 25. Access management 25

26 24. Problem Management Problem Investigation and Diagnosis Techniques Ishikawa Kepner and Tregoe Kepner Trogoe Consulting Brainstorm Flowchart 26

27 I ITIL Service Strategy 1. Strategy management for IT services 2. Service Portfolio Management 3. Financial Management of IT Services 4. Demand Management 5. Business relationship management II ITIL Service Design 6. Design coordination (introduced in ITIL 2011 edition) 7. Service catalogue management 8. Service level management 9. Availability management 10. Capacity management 11. IT service continuity management (ITSCM) 12. Information security management system 13. Supplier management III ITIL Service Transition 14. Transition planning and support 15. Change management 16. Service asset and configuration management 17. Release and deployment management 18. Service validation and testing 19. Change evaluation 20. Knowledge management IV ITIL Service Operation 21. Event management 22. Incident management 23. Request fulfilment 24. Problem management 25. Access management V ITIL Continual Service Improvement 26. The seven-step improvement process: 1. Identify the strategy for improvement 2. Define what you will measure 3. Gather the data 4. Process the data 5. Analyze the information and data 6. Present and use the information 7. Implement improvement 27

28 Responsibilities Review Take a look at each Responsibility and link it to the correct process from the left hand side of the slide! 28

29 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for ensuring security requirements are defined and incorporated within the overall Availability design IT Service Continuity Management 29

30 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management This is responsible measuring and reporting, and coordinating other service management functions Security Management IT Service Continuity Management 30

31 Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management This is responsible for providing initial assessments of all incidents, producing management reports and escalation based on SLA s Security Management IT Service Continuity Management 31

32 Financial Mgt Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management This is responsible for sizing resource needs for new and changed applications considering the future business requirements for IT Security Management IT Service Continuity Management 32

33 Financial Mgt Incident Management Problem Management Configuration Management Change Management Release Management This is responsible for identification and control of configuration items Security Management IT Service Continuity Management 33

34 Financial Mgt Incident Management Problem Management This is responsible for ensuring roles and responsibilities, plans and appropriate solutions are in place to be aligned with Business Continuity plans Change Management Release Management Security Management IT Service Continuity Management 34

35 Financial Mgt Incident Management Problem Management This is responsible for monitoring for SLA compliance and checking the accuracy of configuration details Change Management Release Management Security Management 35

36 Financial Mgt Problem Management This is responsible for assisting in management decisions on IT investments and for assessing business cases related to changes to IT Services Change Management Release Management Security Management 36

37 Problem Management This is responsible for planning and implementing the release of changes and that they are traceable by the CMDB Change Management Release Management Security Management 37

38 Problem Management This is responsible for providing circumvention details to facilitate the Service Desk in providing first time fixes Change Management Security Management 38

39 This is responsible for Post Implementation Review and Close Change Management Security Management 39

40 This is accountable for ensuring compliance to IT Security policy for the implementation of new IT services Security Management 40

41 Responsibilities Review Round 2 No Elimination and Random order 41

42 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is accountable for ensuring compliance to IT Security policy for the implementation of new IT services IT Service Continuity Management 42

43 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for assisting in management decisions on IT investments and for assessing business cases related to changes to IT Services IT Service Continuity Management 43

44 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for sizing resource needs for new and changed applications considering the future business requirements for IT IT Service Continuity Management 44

45 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for identification and control of configuration items IT Service Continuity Management 45

46 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for ensuring roles and responsibilities, plans and appropriate solutions are in place to be aligned with Business Continuity plans IT Service Continuity Management 46

47 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for monitoring for SLA compliance and checking the accuracy of configuration details IT Service Continuity Management 47

48 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for planning and implementing the release of changes and that they are traceable by the CMDB IT Service Continuity Management 48

49 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for providing circumvention details to facilitate the Service Desk in providing first time fixes IT Service Continuity Management 49

50 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for providing initial assessments of all incidents, producing management reports and escalation based on SLA s IT Service Continuity Management 50

51 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible measuring and reporting, and coordinating other service management functions IT Service Continuity Management 51

52 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for Post Implementation Review and Close IT Service Continuity Management 52

53 Service Level Management Financial Mgt Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Capacity Management Availability Management Security Management This is responsible for ensuring security requirements are defined and incorporated within the overall Availability design IT Service Continuity Management 53

54 Responsibilities Review That s all Unless you want to do it again! 54

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