Itsm With Adoit

IT Service Management
with ADOit
- Scenarios, Approaches, Results -
BOCBOC-Group (www.boc(www.boc-group.com)
Contents
1. Aims and Objectives

2. Conditions and Requirements
3. Project Approach and Work Packages
-2-
Contents

-3-
Aims and Objectives
ISO 20000 Certification
Certification of IT service processes for specific IT services

Increase service quality, efficiency and effectiveness
Implementation of a management system to ensure quality of IT services
Adoption of the organizational structure for needs of ISO 20000
Harmonization of the
international service
centres
Establishment of best practices for IT processes

Defining global IT services
Defining international kernels for core, support and management processes
Allowing regional/local deviation where needed
Business / IT Alignment
Establishment of key demand structures for the IT Global Organisation

Defining the needed support requested by international kernels and process deviations
Defining the needed communication and reporting structures to manage the performance of
delivery
Defining the support of needed control and compliance demands
-4-
Contents

-5-
Conditions and Requirements
ITIL reference models
Use of BOCs ITIL reference models
Business Unit
Organization
Consideration of the TUV Business Unit Structure

Defining IT support for the business unit specific kernels / core processes
Defining IT support for the group-wide support and management processes
Cooperation with TUV

Consultants
Early involvement of TUV key personnel

Efficient determination and development of proper service responsibility candidates
Efficient knowledge transfer to TUV personnel for the ongoing success of service development
efforts
Usage of existing
documentation
Consideration of existing IT documentations

Startup check for existing documentation
Transfer of IT documentation (ppt, vsd) into ADOit
-6-
Contents

-7-
Project Approach and Work Packages
IT Service Management with ADOit

Project
definition
and Kick Off
Assessment and
inventory
Define the scope of
the project
ADOit usage and role
concept
Project Kick Off:
- Scheduling
- Success factors
- etc.
Define the
Modeling
framework
Define the scope of

the modeling
framework:
- Modeling
guidelines
- etc.
Define Services
and components
Define Service
catalogue
Select services to be
certified
Define relevant IT
service processes
Process
definition
Import the ISO 20000
implementation guide
into ADOit
Development of IT
service processes
based on reference
models regarding to the
ISO 20000 standard:
- Define interfaces
- Define roles
- etc.
Documentation of the
implementation
Release and
publication
Release the IT service

processes
Publicize the IT service
processes
-8-

WP Project definition and Kick Off
Project
definition
and Kick Off
Define the
Modeling
framework
Define Services
and components
Assessment and inventory

Scope of the project
Process
definition
Release and
publication
Project Kick Off

Project participants
Project sponsors?
Group responsibilities for ADOit usage

concept
Who operates program management (e.g.

Controlling)?
Scheduling
Requirements of IT strategy
ADOit usage- / role concept

Installation (DB, C/S, )
Administrator, Modeler, Folder / Rights

structure
Work packages
Milestones
Success factors
Project risks
Define review team
Define certifier
-9-

WP Define Scope of the Modeling framework (1/2)
Project
definition
and Kick Off
Define the
Modeling
framework
Define Services
and components
Modeling guidelines
Modeling direction
Usage of classes
Usage of attributes
Process
definition
Release and
publication
IT Strategy
IT Projects
Business architecture
Application architecture
Software Architecture
ICT Infrastructure
IT Service Management Processes
Define approval and release structures
Organization
Consult the scope with the certifier

Expected results vs. defined documentation
- 10 -

WP Define Scope of the Modeling framework (2/2)
Project
definition
and Kick Off
Define the
Modeling
framework
Process management
(Best-Practices, KPIs,
Information, Goals,
Interfaces, etc.)
Define Services
and components
Process
definition
Release and
publication
Resources
(Data, SLM, ServiceCatalogue, HR, etc.)
IT Governance (Service
Measurement, Business
Impact Analysis, Compliance,
Maturity Checks, ICS, etc.)
IT Strategy (Service
strategies, Projects,
Goals, Scopes, KPIs,
etc.)
Risk management
(Risks, KPIs, Control
objectives, Evaluation, etc.)
ITIL 3.0
- 11 -

WP Define Services and components
Project
definition
and Kick Off
Define the
Modeling
framework
Define Services
and components
Process
definition
Define service catalogue
Release and
publication
Business
process
Select services to be certified

uses
Define sub-services and components
Consult the selection with the certifier
IT service
SLA
Define relevant service processes
consists of
optional
Business
Business
services
services
Application
Infrastructure
element
Communication
element
IT service
process
Application
Application
services
services
Level of detail
needs to be
clarified.
Infrastructure
Infrastructure
services
services
UC
OLA
Service
Service catalogue
catalogue
- 12 -

WP Process definition (1/2)
Project
Definition
and Kick Off
Define the
Modeling
framework
Define Services
and components
Process
definition
Release and
publication
Import the ISO 20000 implementation guide into ADOit

Development of the IT service processes based on the
ITIL reference models regarding to the ISO 20000 standard
Define interfaces
Define roles
Define necessary change processes (e.g. organizational

changes)
BS 15000/
ISO 20000
Implementation documentation
Controls are concepts, procedures
and practices, which provide an
appropriate certainty that business
goals are reached and unwanted
events are prevented or recognized
and corrected.
- 13 -

WP Process definition (2/2)
Project
Definition
and Kick Off
Define the
Modeling
framework
Define Services
and components
Process
definition
Release and
publication
Implementation check of the ISO 20000 guides

Control objective
BS 15000 /
ISO 20000
Business
process
uses
IT service
SLA
consists of
optional
Application
Infrastructure
element
Communication
element
IT Serviceprocess
UC
OLA
- 14 -

WP Release and publication
Project
Definition
and Kick Off
1.
2.
Define the
Modeling
framework
Define Services
and components
Process
definition
Release and
publication
Modeling & Release
3.
Document generation
Distribution via
WWW or
Lotus Notes
- 15 -
IT Service Management with ADOit

Project
definition
and Kick Off
Lead
Time
BOC
Efforts
Define the
Modeling
framework
Define Services
and components
Process
definition
Release and
publication
2 weeks
2 weeks
4 weeks
1-2 weeks
per service- or
organizational
process
1 week
5-6
man-days
6-8
man-days
12-16
man-days
4-8
man-days
per service- or
organizational
process
2-3
man-days
- 16 -

Itsm With Adoit

Hochgeladen von

Dokumentinformationen

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Itsm With Adoit

Hochgeladen von

Copyright:

Verfügbare Formate

IT Service Management

1. Aims and Objectives

1. Aims and Objectives

Aims and Objectives

ISO 20000 Certification

Certification of IT service processes for specific IT services

Establishment of best practices for IT processes

Establishment of key demand structures for the IT Global Organisation

1. Aims and Objectives

Conditions and Requirements

ITIL reference models

Use of BOCs ITIL reference models

Consideration of the TUV Business Unit Structure

Cooperation with TUV

Early involvement of TUV key personnel

Consideration of existing IT documentations

1. Aims and Objectives

Project Approach and Work Packages

IT Service Management with ADOit

Define the scope of

Release the IT service

Project Approach and Work Packages

Assessment and inventory

Project Kick Off

Group responsibilities for ADOit usage

Who operates program management (e.g.

ADOit usage- / role concept

Installation (DB, C/S, )

Administrator, Modeler, Folder / Rights

Define review team

Project Approach and Work Packages

Define approval and release structures

Consult the scope with the certifier

Expected results vs. defined documentation

Project Approach and Work Packages

Project Approach and Work Packages

Define service catalogue

Select services to be certified

Define sub-services and components

Consult the selection with the certifier

Define relevant service processes

Project Approach and Work Packages

Import the ISO 20000 implementation guide into ADOit

Define necessary change processes (e.g. organizational

Project Approach and Work Packages

Implementation check of the ISO 20000 guides

Project Approach and Work Packages

Modeling & Release

Project Approach and Work Packages

IT Service Management with ADOit

Das könnte Ihnen auch gefallen