Business and ITSM on the same page at last! ITIL, TOGAF and COBIT working together
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The document discusses various frameworks that can be used together to develop an integrated IT management framework, including: - TOGAF for enterprise architecture, including its Architecture Development Method (ADM) process. - ITIL for IT service management processes across the service lifecycle. - COBIT for IT governance and controls. It provides an example of how these frameworks can be mapped together with other standards like ISO 20000 and CMMI to create a comprehensive approach to managing IT across the enterprise.
Business and ITSM on the same page at last! ITIL, TOGAF and COBIT working together
- 1. Business & ITSMBusiness & ITSM alignmentalignment
- 2. 2© Copyright Ahead Technology Inc. All rights reserved The Speaker Nasser El-Batal - President and CEO of Ahead Technology Inc. - Ex-Member of the APMG ITIL® sub-advisory group - Member of the Open Group and itSMF - ITSM Strategic Management Consultant - Certified ISO/IEC 20000 Consultant / auditor - Accredited instructor with worldwide experience • ITIL, TOGAF, COBIT, ISO20000, … - 24 years experience in different facets of the IT industry • Contact information • Nasser.El-Batal@ahead-technology.com • Office (888) 922 0022 • Cell (613) 265 2750
- 3. 3© Copyright Ahead Technology Inc. All rights reserved Intellectual Property Notice This presentation is Ahead Technology’s Intellectual Property and is protected under international copyright laws, unless otherwise specified Without the express written consent of Ahead Technology Inc., this material may not, in whole or in part, be used, translated, reduced to any electronic medium or machine-readable form, or paper copy, or reproduced in any manner whatsoever ITIL® is a Registered Trademark of the Cabinet Office. ISO/IEC 20000® is a Registered trade mark of itSMFi. CobiT® is owned by and a Registered trademark of ISACA. PMBOK™ is a trademark of PMI. TOGAF® is a Registered of the Open group. CMMi is Registered trademark of SEI Ahead Technology is licensed to use and reproduce the information in this presentation as per our license agreements with the appropriate governing bodies.
- 4. 4© Copyright Ahead Technology Inc. All rights reserved ITSM Generic view ITSM Generic view
- 5. 5© Copyright Ahead Technology Inc. All rights reserved Business Needs Enterprises are under constant pressure to: - Achieve and sustain value creation over time - Improve the relation between business and IT - Establish appropriate governance model - Align with major frameworks and standards - Increase benefits realization through effective and innovative use of enterprise IT • Generate business value from new enterprise investments with a supporting IT investment • Achieve operational excellence through application of technology
- 6. 6© Copyright Ahead Technology Inc. All rights reserved Business Needs (Continued) - Establish business relationship management process and framework - Maintain IT related risk at an acceptable level - Control cost of IT services and technology - Ensure business and IT collaboration, leading to business user satisfaction with IT engagement and services - Comply with ever increasing relevant laws, audits, regulations and policies - Increase Customer Satisfaction - Improve Effectiveness of Services (Benefits Realization)
- 7. 7© Copyright Ahead Technology Inc. All rights reserved - Improve Efficiency of Services (increased productivity and/or reduction in expenditures) - Improved Communication between internal and external stakeholders - End to end traceability and visibility - Human resource development - Adopt continual service improvement culture and process Business Needs (Continued)
- 8. 8© Copyright Ahead Technology Inc. All rights reserved COBIT ISO 19770 CM M I TOGAF ISO 27001 Others…. ITIL SOX ISO/IEC 20000 ISO 9001 ITSM Program scope Initiate Plan Execute Monitor and Control Close Security Mgt Control and Governance Maturity ArchitectureFinancial Control Service Lifecycle Other ITSM STD QM STD Choosing the right solution
- 9. 9© Copyright Ahead Technology Inc. All rights reserved The variety of IT models, standards and best practices must be well understood in order to consider how they can be used together COBIT ISO/IEC20000ISO27001/2 ITIL Governance WHAT HOW SCOPE OF COVERAGE Others Relationship & Scope © 2007 IT Governance Institute. All rights reserved. www.itgi.org Enterprise Architecture
- 10. 10© Copyright Ahead Technology Inc. All rights reserved TOGAF® 9.1TOGAF® 9.1
- 11. 11© Copyright Ahead Technology Inc. All rights reserved The Open Group Architecture Framework (TOGAF) is an important enabler and a framework for delivering Enterprise Architecture TOGAF consists of a framework for categorizing what you need to capture about the enterprise and a definitive and proven step-by-step method, called the Architecture Development Method (ADM), for developing, implementing, and maintaining the enterprise architecture. What is TOGAF®?
- 12. 12© Copyright Ahead Technology Inc. All rights reserved TOGAF Architecture Domains Enterprise Architecture Perspectives - Business architecture • Describes the processes the business uses to meet its goals. It links strategy formulation to strategy implementation. - Application architecture • Describes how specific applications are designed and how they interact with each other. - Data architecture • Describes the enterprise's logical and physical data resources and how the data is managed. - Technical architecture • Describes the hardware and software infrastructure that supports the business processes, applications, and their interactions.
- 13. 13© Copyright Ahead Technology Inc. All rights reserved TOGAF 9.1 Sections Part I - Introduction Part II – Architecture Development Method Part III – ADM Guidelines and Techniques Part IV – Architecture Content Framework Part V – Enterprise Continuum and Tools Part VI – TOGAF Reference Models Part VII – Architecture Capability Framework Preface, Executive Overview, Core Concepts, Definitions and Release Notes Introduction to ADM ADM Phase Narratives Architectural Artifacts Architecture Deliverables Building Blocks Guidelines for Adapting the ADM Process Techniques for Architecture Development Enterprise Continuum Architecture Partitioning Architecture Repository Tools for Architecture Development Foundation Architecture: Technical Reference Model Integrated Information Infrastructure Reference Model Architecture Board Architecture Compliance Architecture Contracts Architecture Governance Architecture Maturity Models Architecture Skills Framework Architecture Content Metamodel
- 14. 14© Copyright Ahead Technology Inc. All rights reserved TOGAF 9.1 - The Big Picture TOGAF Enterprise Continuum & Tools TOGAF ADM & Content Framework TOGAF Capability Framework Part II Architecture Development Method Part VII Architecture Capability Framework Part V Enterprise Continuum & Tools Part III ADM Guidelines & Techniques Part IV Architecture Content Framework Part VI TOGAF Reference Models BusinessVisionandDrivers BusinessCapabilities Informs the Business of the current state Ensures Realization of Business Vision Informs the capability Refines Understanding Business needs need into method Delivers new business solutions Operational changes cause updates Sets targets, KPIs, budgets for architecture roles Drives need for Architecture Capability Maturity
- 15. 15© Copyright Ahead Technology Inc. All rights reserved TOGAF 9.1 Components
- 16. 16© Copyright Ahead Technology Inc. All rights reserved TOGAF 9.1 ADM Process
- 17. 17© Copyright Ahead Technology Inc. All rights reserved Stand-alone or Complementary Zachman Framework Federal Enterprise Architecture Framework Other Frameworks Support or Guidance DoD Architecture Framework TOGAF 9.1
- 18. 18© Copyright Ahead Technology Inc. All rights reserved ITIL® Service Lifecycle ITIL® Service Lifecycle
- 19. 19© Copyright Ahead Technology Inc. All rights reserved What is ITIL® The most widely accepted Framework of IT service management in the world. Provides a cohesive set of best practice, drawn from the public and private sectors internationally. Supported by a comprehensive qualifications scheme, accredited training organizations, and implementation and assessment tools – (Cabinet Office). Provides a set of guidance for defining, strategizing, designing, transitioning and implementing integrated set of phases and processes covering the entire ITSM service lifecycle.
- 20. 20© Copyright Ahead Technology Inc. All rights reserved Governance Methods Standards Alignm ent CaseStudiesTemplates Scalability Quick Wins Qualifications Study Aids Know ledge & Skills SpecialtyTopics ExecutiveIntroduction ITIL® V3 Service Lifecycle Phases Service Strategies Continual Service Improvement ServiceDesign Service Operation ContinualService Improvement ContinualService Im provem ent Service Transition Service Strategies Continual Service Improvement ServiceDesign Service Operation ContinualService Improvement ContinualService Im provem ent Service Transition Future Complementary Value Added Products The Core Models within the Service Lifecycle Phases ©©©© Crown Copyright 2007. Reproduced under license from OGC
- 21. 21© Copyright Ahead Technology Inc. All rights reserved ITIL® Service Lifecycle Phases Business / Customer Requirements Develop operational plans, procedures and work instructions, day to day organization and team management, monitor, report and control, etc. Create transition plans, test solutions and acceptance criteria, validation, building and deployment, capture and manage knowledge, etc. Design architectures and standards, roles and responsibilities, processes and technology, etc. Align business and IT strategies, establish objectives and policies, manage service portfolio and investments, confirm resources and possible constraints, etc. Measurement analysis and reporting, develop improvement actions and plans, etc. Continual Service Improvement Service Operation Service Transition Service Design Service Strategy ITIL guidance in achieving customer and provide beneficial solutions ITSM Functions Technical Management Application Management Operation Management Service Desk Technical resources required to develop and deliver successful projects and IT services
- 22. 22© Copyright Ahead Technology Inc. All rights reserved ITIL® Service Lifecycle – Big Picture
- 23. 23© Copyright Ahead Technology Inc. All rights reserved COBIT® 5COBIT® 5
- 24. 24© Copyright Ahead Technology Inc. All rights reserved What is COBIT? Control Objectives for Information and Related Technology (COBIT) is a framework created by ISACA for information technology (IT) management and IT governance. It is a supporting toolset that allows managers to bridge the gap between control requirements, technical issues and business risks.
- 25. 25© Copyright Ahead Technology Inc. All rights reserved COBIT 5 Principles
- 26. 26© Copyright Ahead Technology Inc. All rights reserved Principle 1: Meeting Stakeholder Needs
- 27. 27© Copyright Ahead Technology Inc. All rights reserved Principle 2: Covering the Enterprise End–to–End Governance Enablers comprising: • The organizational resources for governance • The enterprise’s resources • A lack of resources or enablers may affect the ability of the enterprise to create value Governance Scope comprising • The whole enterprise • An entity, a tangible or intangible asset, etc.
- 28. 28© Copyright Ahead Technology Inc. All rights reserved Principle 3: Applying a Single Integrated Framework Enablers provide structure to the COBIT 5 knowledge base
- 29. 29© Copyright Ahead Technology Inc. All rights reserved Principle 4: Enabling a Holistic Approach
- 30. 30© Copyright Ahead Technology Inc. All rights reserved Principle 5 - Governance and Management Defined
- 31. 31© Copyright Ahead Technology Inc. All rights reserved Governance ensures that stakeholder needs, conditions and options are: - Evaluated to determine balanced, agreed-on enterprise objectives to be achieved - Setting direction through prioritization and decision making - Monitoring performance, compliance and progress against agreed direction and objectives (EDM) Management plans, builds, runs and monitors activities in alignment with the direction set by the governance body to achieve the enterprise objectives (PBRM) Principle 5: Separating Governance from Management
- 32. 32© Copyright Ahead Technology Inc. All rights reserved COBIT 5 Process Reference Model
- 33. 33© Copyright Ahead Technology Inc. All rights reserved COBIT 5 Mapping Summary
- 34. 34© Copyright Ahead Technology Inc. All rights reserved Make Your Own Framework ITIL – ISO/IEC20000 The over arching service management framework Process definition, design, transition, implementation and on-going improvement COBIT as the IT Governance and Controls framework Business goals cascading IT goals and IT processes Risk Management TOGAF The Service Provider selected Enterprise Architecture framework Business, Information, Application, and Technology domains ADM, Content Framework ACMM (Architecture Capability), OSIMM (Business Model) AICPA/CICA PMM GAPP (Privacy)
- 35. 35© Copyright Ahead Technology Inc. All rights reserved TOGAF 9.1 and what else!!?? Requirements Management Volere templates H. Architecture Change Management E. Opportunities & Solutions F. Migration Planning D. Technology Architecture C. Information Systems G. Implementation Governance B. Business Architecture Preliminary A. Architecture Vision COBIT-GOV COBIT-GOV CMMi Financial Mgt. ITIL Transition Mgt Project Management ITIL Transition Mgt Project Management Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi ITIL Transition Mgt Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi ITIL – Chg Mgt COBIT-GOV Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Management Frameworks COBIT-GOV Management Frameworks ITIL Transition Mgt COBIT-GOV Management Frameworks Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks CMMi COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Financial Mgt. CMMi COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Stakeholders Management. Financial Mgt. CMMi COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management.Preliminary A. Architecture Vision B. Business Architecture Preliminary A. Architecture Vision COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. 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Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. 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COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Architecture Domains, Development, Guidelines, Principals, Baselines, Targets, Gaps, Risks Mgt… Requirements Management Volere templates H. Architecture Change Management E. Opportunities & Solutions F. Migration Planning D. Technology Architecture C. Information Systems G. Implementation Governance B. Business Architecture Preliminary A. Architecture Vision COBIT-GOV COBIT-GOV CMMi Financial Mgt. ITIL Transition Mgt Project Management ITIL Transition Mgt Project Management Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. 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Architecture Domains, Development, Guidelines, Principals, Baselines, Targets, Gaps, Risks Mgt… Requirements Management Volere templates H. Architecture Change Management E. Opportunities & Solutions F. Migration Planning D. Technology Architecture C. Information Systems G. Implementation Governance B. Business Architecture Preliminary A. Architecture Vision COBIT-GOV COBIT-GOV CMMi Financial Mgt. ITIL Transition Mgt Project Management ITIL Transition Mgt Project Management Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. 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Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Architecture Domains, Development, Guidelines, Principals, Baselines, Targets, Gaps, Risks Mgt… Requirements Management Volere templates H. Architecture Change Management E. Opportunities & Solutions F. Migration Planning D. Technology Architecture C. Information Systems G. Implementation Governance B. Business Architecture Preliminary A. Architecture Vision COBIT-GOV COBIT-GOV CMMi Financial Mgt. ITIL Transition Mgt Project Management ITIL Transition Mgt Project Management Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi ITIL Transition Mgt Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi ITIL – Chg Mgt COBIT-GOV Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Management Frameworks COBIT-GOV Management Frameworks ITIL Transition Mgt COBIT-GOV Management Frameworks Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks CMMi COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Financial Mgt. CMMi COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Stakeholders Management. Financial Mgt. CMMi COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV ITIL – Chg Mgt Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management.Preliminary A. Architecture Vision B. Business Architecture Preliminary A. Architecture Vision COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Project Management ITIL Transition Mgt Project Management ITIL Transition Mgt COBIT-GOV Management Frameworks COBIT-GOV CMMi Financial Mgt. Stakeholders Management. Business/Service Strategy COBIT-GOV CMMi Financial Mgt. COBIT-GOV CMMi Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi Business/Service Strategy Stakeholders Management. Financial Mgt. COBIT-GOV CMMi COBIT-GOV CMMi COBIT-GOV Financial Mgt. CMMi COBIT-GOV Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. CMMi COBIT-GOV Business/Service Strategy Stakeholders Management. Financial Mgt. Business/Service Strategy Stakeholders Management. CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. ITIL – Chg Mgt COBIT-GOV CMMi Financial Mgt. Business/Service Strategy Stakeholders Management. Architecture Domains, Development, Guidelines, Principals, Baselines, Targets, Gaps, Risks Mgt, Financial Management …
- 36. 36© Copyright Ahead Technology Inc. All rights reserved COBIT/ TOGAF/ ITIL Overlap COBIT Process/Practice TOGAF Phase/Activity ITIL Manage the IT Management Framework Ensure Resource Optimization Preliminary phase Architecture Governance Service Strategy CSI Manage Enterprise Architecture Developing an architecture vision Architecture vision - A Service Strategy Service Design Defining reference architectures Business Architecture - B Defining reference architectures Information Systems Architecture - C Service Design Defining reference architectures Technology Architecture - D Service Design Selecting opportunities and solutions Opportunities & Solutions - E Service Transition Defining architecture implementation Migration planning Architecture services - F Service Transition Architecture services Implementation governance - G Service Transition Architecture services Architecture change management - H Service Transition Architecture services Requirements management - R Service Design Strategize Implement/Operate Change
- 37. 37© Copyright Ahead Technology Inc. All rights reserved TOGAF 9.1 and ITIL – touch points Preliminary Phase Phase A Phase B Phase C Phase D Phase E Phase F Phase G Phase H Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Phase A Preliminary Phase Phase A Service Strategy Preliminary Phase Phase A Preliminary Phase Phase A Service Strategy Preliminary Phase Phase A TOGAF ITIL
- 38. 38© Copyright Ahead Technology Inc. All rights reserved Sample Program Structure
- 39. 39© Copyright Ahead Technology Inc. All rights reserved Sample Goal-Based processes priorities The following Goals Cascade assumes the adherence to the following Business Goals - Optimization of business process functionality. • Strengthen the internal processes and process delivery of service provider as an organization until they are prepared to deliver value and effectiveness. - Customer oriented service culture. • Evolve a service catalogue and portfolio into services that are clarified, supported and advertised to the stakeholders and customers. Refine and perfect the model for how those services are delivered by service provider and measure how well they are received. - Stakeholder value of business investments. • Manage and refine the ‘value’ of Service Provider’s services and the organization. • Apply every method possible to improve benefits while balancing cost.
- 40. 40© Copyright Ahead Technology Inc. All rights reserved Benefits of ITSM Implementation Against CMMi PROCESS MATURITY Initial (0-0.99) Defined (2-2.99) Managed (3-3.99) Optimized (4-5.00) Repeatable (1-1.99) Best practices are followed and automated Processes are aligned with business objectives Processes are optimized toward customer service Continuous improvement Well-documented overall tool architecture with complete integration in all areas of people, process, and technology Loosely defined roles and responsibilities Processes are irregular, undefined, and used reactively Manual processes or a few specific discrete tools (pockets/islands) No internal resources are allocated to lead process maturity effort Roles and responsibilities are assigned Processes follow a regular pattern and are capable of being repeated Many discrete tools, but a lack of central control Data stored in separate locations Clearly defined and agreed roles and responsibilities Formal ITIL training plan and schedule Processes are documented and communicated Consolidated data retained and used for trending and forecasting Inter and intra process teamwork Quality-based performance incentives Processes are monitored and measured Info is produced from processes to support management decisions. Integrated toolsets, databases, and processes Level 2 Level 1 Level 3 Level 4 Level 5Note: • Focus on ‘improvements’ • Implementation will focus on control. • Process design should be ‘integrated’.
- 41. 41© Copyright Ahead Technology Inc. All rights reserved Sample Assessment Results
- 42. 42© Copyright Ahead Technology Inc. All rights reserved Sample Assessment Overview
- 43. 43© Copyright Ahead Technology Inc. All rights reserved Sample High Level Roadmap - 1
- 44. 44© Copyright Ahead Technology Inc. All rights reserved Sample High Level Roadmap - 2
- 45. 45© Copyright Ahead Technology Inc. All rights reserved Formalizing the Service Management Strategic Plan as part of the first steps in implementing a service management culture. Establish an Enterprise Architecture Framework to guide, inform and accelerate Service Management projects and initiatives. Develop a governance model for managing the Enterprise Architecture with corresponding RACI charts and an Enterprise Architecture Compliance model. Adopt and refine a service delivery model for shared services. Define, select and implement an integrated IT Service Management tool. Mature service level management and build an ITSM Business Relationship Management framework. Modify job descriptions to match changes to roles as an effect of introducing the new governance models. Train staff in the industry frameworks and new/changed processes. Introduce a Continual Service Improvement program across Service provider’s organization Sample Recommendations
- 46. 46© Copyright Ahead Technology Inc. All rights reserved Additional Deliverables Final assessment report Business case Implementation plan - Processes - Technology - People
- 47. 47© Copyright Ahead Technology Inc. All rights reserved Additional Considerations
- 48. 48© Copyright Ahead Technology Inc. All rights reserved Project Management – PMBOK, PRINCE2 or MSP Project Management provides the method, tools and techniques to plan, realize and deliver new or updated initiatives and improvement projects The discipline of planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives in terms of quality, cost and time
- 49. 49© Copyright Ahead Technology Inc. All rights reserved Deming’s Cycle Of Continual Improvement Timescale Plan, Do, Check, Act Controlled Quality Improvements Aligning IT Services to Business RequirementsP A D C MaturityLevels Initial - Repeatable - Defined - Managed - Optimized - The Deming cycle is the foundation of all ITSM processes, each level individually and all levels collectively Baseline Point ©©©© Crown Copyright 2007. Reproduced under license from OGC
- 50. 50© Copyright Ahead Technology Inc. All rights reserved The Cycle of Continual Service Improvement The Approach to Continual Service Improvement Produce meaningful measurements & metrics. Monitor and review Initiate service & process improvement initiatives Develop plans, schedule and allocate resources Based on realistic measurable targets. Consider constraints – Time, Money and Resources Current state baselines, capability & maturity. Compare with best practice, legislation, policy, etc. In line with business vision, goals & objectives What is the ITSM Vision?1 How do we confirm milestones have been reached? How do we get where we want to be? Where do we want to be? Where are we now?2 3 4 5 ©©©© Crown Copyright 2007. Reproduced under license from OGC How do we keep the momentum going? 6Communicate and recognize good work. Foster a service management culture Ongoing CSI 3-6 months 2-5 years
- 51. 51© Copyright Ahead Technology Inc. All rights reserved Implementation Impact Areas Implementation has an impact on many parts of the IT organization Process re-engineering changes everything… ©©©© Crown Copyright 2007. Reproduced under license from OGC PROCESS PEOPLE MANAGEMENT TECHNOLOGY • Single Point of Accountability • Logical Group of Activities • Cross Departmental • Defined Procedures • Repeatable, Consistent • Global Standards • Enhanced Skills • Multi-Functional Teams • Values/Beliefs • Cultural Biases • Training • Career Development • Mgmt. Commitment • Mgmt. Participation • Compensation / Rewards • Values / Beliefs • Coaching / Enabler • Career Opportunities • Organizational Design • Teamwork Enabled • Service Management Tools • Integrated Data Sharing • Knowledge Management • Management Information
- 52. 52© Copyright Ahead Technology Inc. All rights reserved Increasing Your Chance Of Success… Consider John Kotter’s eight steps Kotter’s Eight Steps… including main reasons why transformation efforts fail ©©©© Crown Copyright 2007. Reproduced under license from OGC Kotter’s Eight Steps… including main reasons why transformation efforts fail
- 53. 53© Copyright Ahead Technology Inc. All rights reserved Challenges, Critical Success Factors and Risks Challenges, Critical Success Factors and Risks
- 54. 54© Copyright Ahead Technology Inc. All rights reserved Critical Success Factors Understand Business and IT strategy and goals Securing Management commitment and Involvement Understand your stakeholders, their impact and view points Ensure sufficient program funding Allocate knowledgeable ITSM resources at the right level Identify the program road map and CSFs Establish your Business Case
- 55. 55© Copyright Ahead Technology Inc. All rights reserved Critical Success Factors Enterprise wide acceptance Availability of funds throughout the program lifecycle Establish ITSM Portfolio and Catalogue Proper RACI R&R mapping Ensure Program Owner/Champion, Service Owner and Business Relationship Managers roles are in place Adoption of ITSM culture Adoption, definition and design of relevant ITSM processes Have the right tool to support your ITSM program Establish a knowledge transfer program for the people involved in the program at different level and topics of certifications.
- 56. 56© Copyright Ahead Technology Inc. All rights reserved Challenges / Risks Securing management commitment Working under pressure and in reactive mode will impact your benefit realization Managing behavioral and cultural change Lack of understanding of the roles and responsibilities Inadequate resources, budget and time Lack of information, monitoring and measurements to understand current status Inappropriate tools and technologies Unstructured implementation approach
- 57. 57© Copyright Ahead Technology Inc. All rights reserved Challenges / Risks Mis-understanding business strategy Ambiguity of business needs and requirement Lack of understanding how ITSM enables and supports business services and processes Over-ambitious goals Lack of governance “Tool” approach to Implementing ITSM Implementation without the proper “Transition” processes and activities
- 58. 58© Copyright Ahead Technology Inc. All rights reserved Thank you so much for coming. Questions!?