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overview
Overview
BS 15000
Management
Responsibility
ManagementServices
Responsibility
Manage
PLAN
PLAN
Plan
Plan service
service
management
management
Customer
Customer
requirements
requirements
Request
Request for
for new
new
or
changed
services
or changed services
New
New or
or changed
changed
service
service
Other
Other process,
process,
CHECK
CHECK
Monitor,
Monitor, Measure
Measure
Service
Service Desk
Desk
Customer
Customer
Satisfaction
Satisfaction
DO
DO
Implement
Implement
Service
Service
Management
Management
ACT
ACT
Continuous
Continuous
Improvement
Improvement
Other
Other process,
process,
business,
business,
supplier,
supplier, customer
customer
Business
Business
Results
Results
and
and Review
Review
business,
business,
supplier,
supplier, customer
customer
Team
Team &
& people
people
Satisfaction
Satisfaction
Other
Other Teams,
Teams,
e.g.
Security,
e.g. Security, IT
IT Operations
Operations
Part 1
Shall
Part 2
should
Service Reporting
Control Processes
Information Security
Management
Budgeting and
Accounting
Configuration Management
Release
Processes
Change Management
Resolution Processes
Release
Management
Incident Management
Problem Management
Relationship
Processes
Business
Relationship
Management
Supplier
Management
Copyright 2006 ITpreneurs Nederland BV.
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Enterprise Governance
Balanced
Scorecard
Processes and
Procedures
COSO
COBIT
IT Governance
CONFORMANCE
Basel II, SarbanesOxley Act, etc
PERFORMANCE:
business goals
ISO
9001:2000
ISO
17799
QA
Procedures
Security
Principles
ISO
20000
ITIL
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Institute
of Service Management
http://www.iosm.com
itSMF
http://www.itsmf.com
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