Integrating ITSM Frameworks, Standards and Processes - ITSM Academy Webinar

Welcome!
W l !
Integrating F
I i Frameworks, S d d and
k Standards d
Processes

© ITSM Academy 2011 1

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Welcome!

Agenda

 Why, when and how to integrate ITSM
frameworks and standards
 Benefits of an integrated process
approach

Thanks for joining us today.
© ITSM Academy 2011 the chat feature to send in your questions.
Please use 3

Why Use Frameworks and Standards

 Adopt best practices
 Adopt a common vocabulary
Ad b l
 Implement new processes
 Formalize e isting
Formali e existing processes (vs. proced res)
( s procedures)
 Improve/mature existing processes
 Demonstrate process governance
 Benchmark existing processes
 Obtain a competitive advantage
A process framework describes best practices that can be used to
define and continually improve a given set of processes.
A standard i a d
t d d is document th t contains an agreed-upon and approved set of
t that t i d d d t f
requirements that an organization must satisfy to be certified.
The ITSM Process Design Guide

ITSM Frameworks and Standards
IT service management (ITSM) is an integrated process approach that enables an
IT organization to deliver services that meet business and customer requirements.

Frameworks Standards
 ITIL - IT service  ISO/IEC 20000 – IT service
management best practices management
 COBIT – IT governance  ISO/IEC 27001 – IT
/
 Microsoft Operations Information security
Framework (MOF) - g
management
Integrated best practices,
principles and activities All of these frameworks and
standards promote the alignment of
t d d t th li t f
business and IT goals.

Characteristics of Frameworks and Standards

ITIL ISO/IEC 20000

Defines an agreed-upon repeatable
Describes best practices
way of doing something

Provides guidance and suggestions Defines a formal specification

Supports organizations’ efforts to Prescribes a minimum set of practices
design and continually improve organizations must have in place to
processes assure quality processes

Lacks the mandatory controls needed Lists mandatory controls that an
for an organization to demonstrate organization must have to be
compliance certified

IT Infrastructure Library (ITIL) Uses

Process Descriptions
 Clarify the scope of ITSM
 Purpose, goals,
Purpose goals objectives
 Service lifecycle
 Related ITSM processes  Scope and value
 Establish a common  Policies, principles, basic
vocabulary concepts
 Obtain best practice  Activities, methods,
guidance techniques
 Access sample diagrams  Triggers, inputs, outputs,
and documents interfaces
 Utili complementary
Utilize l t  Key performance
publications indicators
ITIL specifies what you “could” do to
 Challenges, critical success
improve the quality of your IT services.
factors,
factors risks


ISO/IEC 20000 and ISO/IEC 27000 Uses

ISO standards specify what you “shall” or “must” do.
 Establish a service management system (SMS)
 Identify the minimum critical activities for achieving
success
As specified in an internationally recognized and tested
standard
 Obtain best practice guidance
 Benchmark performance
 Prepare for audits
 Plan improvements
An ITIL V3 and ISO/IEC 20000 alignment paper is available at
www.best-management-practice.com.

Control Objectives for Information and Related
Technology (COBIT) Uses

 Identify responsibility
y p y  Obtain process models
p
domains required to for key processes
effectively govern IT within each domain
activities
i ii Process descriptions

Plan and Organize Control objectives
Acquire and Implement Key activities inputs
activities,
Deliver and Support and outputs
Monitor and Evaluate RACI charts
Goals and metrics
Maturity models

A mapping of ITIL V3 with COBIT 4.1 is available at isaca.org.

Microsoft Operations Framework (MOF) Uses

 Obtain practical guidance for everyday IT practices
and activities
 Gain access to
Community-generated processes for planning,
delivering, operating, and managing IT
Roles d
R l and responsibilities
ibiliti
Question-based activities
Management reviews
M t i w
Job aids
An ITIL V3 and MOF 4.0 alignment paper is available
at www.best-management-practice.com.

But it there’s
B t wait… th ’ more!
!


Quality Frameworks and Standards

 Total Quality Management (TQM)
 Malcolm Baldrige National Quality Award
 Capability Maturity Model Integration (CMMI)
 Six Sigma
 g
Lean Six Sigma
 ISO 9000 and ISO 9001

Quality is
Q lit i conformance t customer requirements.
f to t i t
Philip B Crosby

TQM as a Foundational Layer

Total Quality Management (Deming Cycle)

IT Service Management (ISO/IEC 20000)

ITIL COBIT MOF

Six Sigma


The Importance of Process Integration

 Measuring a single process is not enough
 The output of one process is input to another
 Consider the effect of changes on integrated
processes
 Monitor, measure and improve interfaces
 Communicate process integration success to
Recognize accomplishments
Show proof of concept
Provide incentive to continually improve


Measuring Process Integration
Problem Management
Change Management
nts
# of Inciden

Availability, Capacity, Security,
Continuity Management
Release Management
g

Incident Management Process Maturity

 E
Every ITSM process has a relationship with
h l i hi i h
 Every other ITSM process
 Other IT processes such as project management
 Other business processes such as financial management

Demonstrating Process Governance

 Achieving process maturity and the benefits of
integration requires process governance
Demonstrating accountability for the processes and the
authority to require adherence t th processes
th it t i dh to the
Controlling the definition of the processes and
interfaces
Determining process performance and compliance
through access to and analysis of measurements and
other records
Controlling the planning and the prioritizing of process
improvements

Information Sources

 webstore.ansi.org – acquire ISO standards
 itsmbookstore.com – acquire ITIL core books
 isaca.org – download COBIT 4.1/ITIL to COBIT
mapping
 microsoft.com/MOF – download MOF 4.0
 best-management-practice.com – official site/download
/
ITIL to… ISO/IEC 20000 or MOF alignment papers
 i i 20000 tifi ti
isoiec20000certification.com – official site
ffi i l it
 itsmprofessor.com – join our blog/post your questions


Questions?


Implementing ITIL

From Help Desk to
Service Desk ITIL SOA
Visible OPS
ITIL PPO

ITIL Managing Across ITIL RCV
ITIL Service Strategy the Lifecycle
ITIL OSA
ITIL Service Design
g

ITIL Service Transition
Service Transition
ITIL Service Operation Overview

ITIL Continual
Service Operation
Service Improvement
Overview

ITIL
Foundation

ISO/IEC 20000
Foundation
Apollo 13
p
MOF
Foundation
ITIL Executive Briefing
Customer Service
Excellence
ITSM ITIL
Leadership Overview
Building Blocks of
Process Design

Want to Learn More?

Master

Certified Process
ISO/IEC 20000 ITIL Design Engineer (CPDE)
Foundation
Expert Complementary Course
Complementary Course 1.5 credits
1 credit 5 credits
Managing A
M i Across th Lif
the Lifecycle
l

3 credits each 4 credits each
CSI Service Offerings and Agreement (SOA)
SO
ST
SD Release, Control and Validation (RCV)
SS

Planning, Protection and Optimization (PPO)

Operational Support and Analysis (OSA)

Lifecycle Stream Capability Stream
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V3 Foundation

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