26/09/2013 Peter Ravnholt -

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5 Agenda 26/09/2013 Peter Ravnholt -

6 Purpose Ensure that valuable required to deliver and report on services are properly controlled, and that accurate and reliable information is available when and where it is needed. Objectives Ensure that all required data is identified, controlled and managed Ensure the protection and integrity of Data (Information Security) Record, report, audit and verify Data Support efficient and effective service management

7 Scope Service Portfolio Management - Pipeline 7-step Improvement Process - CSI Register Service Catalogue Management - Service Catalogue Service Level Management - SLA/OLA Repository Service Asset & Configuration Management - CMDBs/CMS Knowledge Management - SKMS

8 Perception that Data Value/Scope = Automated discovery Limited stakeholder engagement to define vision, purpose, objectives and scope for the data collection Incorrect data is collected

9 Selected data, attributes and relationships can t be linked to purpose/objectives Collected data is poorly maintained No management of the data plan and model The people side of data value/maintenance is forgotten Governance is not in place to ensure decisions and directions

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11 Combines resources and capabilities required to manage and control defined and agreed data management products Defines clear accountability and responsibility for data accuracy and quality Management & Planning Identification Control Status & Accounting Verification & Audit

12 Documents how SACM should be implemented and managed to realise the future vision Vision Purpose, objectives & scope SACM Roadmap (Priorities, phases, scope and timelines) Relationship Models (Operational and Service Maps) Tool strategy - Approach for tool automation Stakeholders Identification and engagement Governance Ownership, controls and reporting Reports & Audits Reporting & Audit registry

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14 Defines and documents the common model for data to be collected Defines and aligns relationship models and relationship types to Data Roadmap objectives Defines and documents Data Types/attributes to Data Roadmap objectives

15 Data must be defined and maintained for different purposes: The data which are required across all of records The data required to support operational activities The data required for control and update activities The data to support decisions/context

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18 Core Data 26/09/2013 Peter Ravnholt -

19 Data Governance Body Represents interests groups Make policy decisions Define control objectives Set strategic direction Data Owners Assurance & evaluation Data Manager Process owner Translate policy to procedures Define control activities Data Coordinator Reports, records & documents Data Admins Perform activities as needed Maintain and modify data

20 Scan Notify/ Update Create/ Maintain

21 Process Maintained Automated Discovery Reconciliation happens based on defined Validation Data (Data Model) Reconciliation Data Analyse/ Update Exception Report New Data? Changed Data? Disappeared Data?

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23 Envision & Planning Organisation & Roles Identification Data Sources/ Procedures Configuration/ Baseline Implementation Operation Project Management Starting up the Project Initiating the Project Controlling the Stages Managing Product Delivery Closing the project Organisational Change Management (OCM) Awareness Desire Knowledge Ability Reinforcement

24 Active and visible executive sponsorship Frequent and open communication about the change Employee engagement and participation Engagement with and support from middle management

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