Frameworks

What Frameworks you can use?

There are many different frameworks that can be used for managing the delivery of cost-effective IT
services. Many frameworks only cover a specific aspect of IT (such as information security, service
management, quality etc.). Here are some frameworks that you can use for managing IT services:
- Calder-Moir IT Framework
- TickITplus Software Quality Management
- ISO 27001 Information Security Management Systems
- ISO/IEC 20000 ITSM Standard
- IT Service CMM IT Service Capability Maturity Model
- Six Sigma Quality and Process Improvement
- eSCM-SP v2: eSourcing Capability Model for Service Providers, Version 2
- IT Balanced Scorecard
- AS 8015-2005
- COBIT Control Objectives for Information and related Technology
- MoR Management of Risk
- Generic Framework for Information Management
- BiSL Business Information Services Library
- ISPL the Information Services Procurement Library
- ITIL The IT Infrastructure Library
- eTOM Enhanced Telecom Operations Map
- ASL Application Services Library
- MSP Managing Successful Programmes
- PRINCE2 Projects in Controlled Environments
- PMBOK Project Management Body of Knowledge
- OPM3 Organisational Project Management Maturity Model

We will speak about ITIL( The IT Infrastructure Library) Framework



About Framework Selected (I TI L)
Information Technology Infrastructure Library (ITIL) is a practice framework for the effective
delivery of IT as a service. ITIL has now become the factor standard for IT Service Management
worldwide.
The Information Technology Infrastructure Library (ITIL) is a collection of management practices to guide
the delivery of information technology services. ITIL provides a comprehensive and integrated set of
service management processes targeted at what it takes to run a successful help desk. The goal of ITIL is
to control the delivery of services that will be high quality while remaining cost-effective.
The benefits of adopting ITIL
From a business perspective, the adoption of ITIL practices by IT service providers whether in-house
providers or external suppliers ensures many benefits, including:
IT services which align better with business priorities and objectives, meaning that the business
achieves more in terms of its strategic objectives
Known and manageable IT costs, ensuring the business better plans its finances
Increased business productivity, efficiency and effectiveness, because IT services are more
reliable and work better for the business users
Financial savings from improved resource management and reduced rework
More effective change management, enabling the business to keep pace with change and drive
business change to its advantage
Improved user and customer satisfaction with IT
Improved end-customer perception and brand image.

ITIL is centred on the five core publications of the ITIL Lifecycle suite, each of which
addresses a specific area of IT Service Management:
Service Design
Service Transition
Service Operation
Service Strategy
Continual Service Improvement

ITIL service design guidance
ITIL

provides guidance on the provision of quality IT services, and on the processes needed to
support them. The purpose of the service design stage of the lifecycle is to design IT services,
together with the governing IT practices, processes and policies, to realize the service providers
strategy and to facilitate the introduction of these services into supported environments, ensuring
quality service delivery, customer satisfaction and cost-effective service provision.

I TI L Service Design provides guidance for the design and development of services and service
management practices. It covers:
Design principles and methods for converting strategic objectives into portfolios of
services and service assets;
The changes and improvements necessary to increase or maintain value to customers over
the lifecycle of services, the continuity of service, achievement of service levels, and
conformance to standards and regulations;
Design coordination;
Service catalogue management;
Service level management
Availability management;
Capacity management;
IT service continuity management;
Information security management
Supplier management.
ITIL service transition guidance
ITIL provides guidance on the provision of quality IT services, and on the processes needed to
support them. The purpose of the service transition stage of the service lifecycle is to ensure that
new, modified or retired services meet the expectations of the business as documented in the
service strategy and service design stages of the lifecycle.
I TI L Service Transition provides guidance on:
the development and improvement of capabilities for transitioning new and changed
services into supported environments, including release planning, building, testing,
evaluation and deployment;
service retirement and transfer of services between service providers;
how to ensure the requirements from service strategy are effectively realised in in service
operation while controlling the risks of failure and subsequent disruption;
managing the complexity associated with changes to services and service management
processes;
allowing for innovation while minimising the unintended consequences of change;
introducing new services;
changes to existing services (e.g. expansion, reduction, change of supplier, acquisition or
disposal of sections of user base or suppliers, change of requirements or skills
availability);
decommissioning and discontinuation of services, applications or other service
components.
ITIL service operation guidance
ITIL provides guidance on the provision of quality IT services, and on the processes needed to
support them. The aim of the service operation stage of the ITIL service lifecycle is to coordinate
and carry out the processes required to deliver and manage services to business users and
customers, and to manage the technology used to deliver and support services.
I TI L Service Operation describes best practice for managing services in supported
environments, and provides guidance which includes:
how to maintain stability in service operation;
process guidelines, methods and tools for reactive and proactive control perspectives;
knowledge to allow better decision-making relating to:
o managing the availability of services,
o controlling demand,
o optimising capacity utilisation,
o scheduling of operations,
o avoiding or resolving service incidents and managing problems;
new models and architectures such as:
o shared services,
o utility computing,
o web services,
o mobile commerce to support service operation.
ITIL service strategy guidance
ITIL provides guidance on the provision of quality IT services, and on the processes needed to
support them. Service strategy is at the core of the ITIL service lifecycle, and defines the strategy
that a service provider needs in order to meet a customers business outcomes.
I TI L 2011 Service Strategy describes those principles underpinning the practice of service
management which are useful for developing service management policies, guidelines and
processes across the ITIL service lifecycle. It provides guidance on how to design, develop, and
implement service management as a strategic asset as well as an organisational capability.
I TI L 2011 Service Strategy includes practical guidance and examples where relevant, providing
a view of ITIL that aligns business and IT, to their mutual benefit.
Topics covered in I TI L 2011 Service Strategy include:
The development of market spaces
Characteristics of internal and external provider types
Service assets
The service portfolio and implementation of strategy through the service lifecycle
Business relationship management
Demand management
Financial management
Organisational development
Strategic risk
ITIL continual service improvement guidance
ITIL provides guidance on the provision of quality IT services, and on the processes needed to
support them. The purpose of the CSI stage of the lifecycle is to align IT services with changing
business needs by identifying and implementing improvements to IT services that support
business processes.
I TI L 2011 Continual Service I mprovement provides guidance in four main areas:
The overall health of ITSM as a discipline;
The continual alignment of the service portfolio with the current and future business
needs;
The maturity and capability of the organisation, management, processes and people
utilised by the services;
Continual improvement of all assets that support them.

Service Strategy - Demand management
- Financial management
- Strategy Generation
- Service Portolio Management
Service Design - Service Catalogue management
- Service Level management
- Capacity management
- Availability management
- Service Continuity managemet
- Information Security management
- Supplier managemen
Service Transition - Knowledge management
- Charge management
- Asset and Configuration
management
- Release and Deployment
management
- Transition Planning and Support
- Service Validation and Testing
- Evaluation
Service Operations - Incident management
- Problem management
- Event management
- Request Fulfillment
- Access management
- Operations management
- Service Desk
- Application management
- Technical management
- IT Operations
Continual Service Improvement - Service Measurement
- Service Reporting
- Service Improvement


Benefits and features associated with the ITIL lifecycle stages
Adopting ITILs guidance could provide such benefits as reduced costs, improved IT
services through the use of published best practices, higher customer satisfaction from a
more professional approach to service delivery, less wasted effort by following a
standard, and improved management of third-party services. ITIL is designed to
complement the other IT frameworks, not to replace them. The help desk is usually the
front line for the user to report problems; therefore, ITIL has an interface to ISO
27002:2007 information security services. We can use ITIL as one of the triggers for
incident response outside of the help desk.


Reference:
- http://www.itgovernance.co.uk/frameworks.aspx
- CISA Certified Information Systems Auditor Book
- OGC- Exclusive briefing benefits of ITIL