it service management with ado it · © boc -group ( -group.com) it service management with ado it...
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© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
IT Service Managementwith ADOit®
- Scenarios, Approaches, Results -
- 2 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Contents
1. Aims and Objectives
2. Conditions and Requirements
3. Project Approach and Work Packages
- 3 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Contents
1. Aims and Objectives
2. Conditions and Requirements
3. Project Approach and Work Packages
- 4 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Aims and Objectives
Establishment of key demand structures for the IT G lobal 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
Business / IT Alignment
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
Harmonization of the international service centres
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
ISO 20000 Certification
- 5 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Contents
1. Aims and Objectives
2. Conditions and Requirements
3. Project Approach and Work Packages
- 6 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Conditions and Requirements
Consideration of existing IT documentations
� Startup check for existing documentation
� Transfer of IT documentation (ppt, vsd) into ADOit®
Usage of existing documentation
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
Cooperation with TUV Consultants
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
Business Unit Organization
Use of BOC’s ITIL reference modelsITIL reference models
- 7 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Contents
1. Aims and Objectives
2. Conditions and Requirements
3. Project Approach and Work Packages
- 8 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Project Approach and Work Packages
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
IT Service Management withIT Service Management with ADOADO itit ®®
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 scope of the modeling framework:
- Modeling guidelines
- etc.
• Define Service catalogue
• Select services to be certified
• Define relevant IT service processes
• 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 the IT service processes
• Publicize the IT service processes
- 9 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Project Approach and Work Packages
Assessment and inventory
Scope of the project
� Project sponsors?
� Who operates program management (e.g. Controlling)?
� Requirements of IT strategy
ADOit® usage- / role concept
� Installation (DB, C/S, …)
� Administrator, Modeler, Folder / Rights structure
Project Kick Off
� Project participants
� Group responsibilities for ADOit® usage concept
� Scheduling
� Work packages
� Milestones
� Success factors
� Project risks
� Define review team
� Define certifier
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
Project definition
and Kick Off
WP „Project definition and Kick Off“WP „Project definition and Kick Off“
- 10 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
IT Projects
Business architecture
Application architecture
ICT Infrastructure
Software Architecture
IT Service Management Processes
IT Strategy
Organization
Project Approach and Work Packages
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
Project definition
and Kick Off
WP „Define Scope of the Modeling framework (1/2)“WP „Define Scope of the Modeling framework (1/2)“
Modeling guidelines
� Modeling direction
� Usage of classes
� Usage of attributes
� Define approval and release structures
Consult the scope with the certifier
� Expected results vs. defined documentation
- 11 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Project Approach and Work Packages
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
Project definition
and Kick Off
WP „Define Scope of the Modeling framework (2/2)“WP „Define Scope of the Modeling framework (2/2)“
Process management(Best-Practices, KPIs, Information, Goals, Interfaces, etc.)
Risk management(Risks, KPIs, Control objectives, Evaluation, etc.)
Resources (Data, SLM, Service-Catalogue, HR, etc.) IT Governance (Service
Measurement, Business Impact Analysis, Compliance, Maturity Checks, ICS, etc.)
IT Strategy (Service strategies, Projects, Goals, Scopes, KPIs, etc.)
ITIL 3.0ITIL 3.0
- 12 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Project Approach and Work Packages
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
Project definition
and Kick Off
WP „Define Services and components“WP „Define Services and components“
Define service catalogue
Select services to be certified
� Define sub-services and components
� Consult the selection with the certifier
Define relevant service processes
Service catalogueService catalogue
Businessprocess
IT service
Application Infrastructureelement
Communicationelement
IT serviceprocess
consists of
uses
SLA
UCOLA
Infrastructure services
Infrastructure services
Application services
Application services
Business services
Business services
Level of detail needs to be clarified.
optional
- 13 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Project Approach and Work Packages
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
Project Definition
and Kick Off
WP „Process definition (1/2)“WP „Process definition (1/2)“
Import the ISO 20000 implementation guide into ADOit
Development of the IT service processes based on th e ITIL reference models regarding to the ISO 20000 st andard
� Define interfaces
� Define roles
� Define necessary change processes (e.g. organizational changes)
Implementation documentation
BS 15000/ISO 20000
Controls are concepts , proceduresand practices , which provide an appropriate certainty that business goals are reached and unwanted events are prevented or recognized and corrected.
- 14 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Project Approach and Work Packages
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
Project Definition
and Kick Off
WP „Process definition (2/2)“WP „Process definition (2/2)“
Implementation check of the ISO 20000 guides
Businessprocess
IT service
Application Infrastructureelement
Communicationelement
IT Service-process
consists of
uses
SLA
UCOLA
Control objectiveBS 15000 / ISO 20000
optional
- 15 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Project Approach and Work Packages
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
Project Definition
and Kick Off
WP „Release and publication“WP „Release and publication“
1.1.Modeling & Release
2.2.Document generation
3.3.Distribution viaWWW orLotus Notes
- 16 -© BOC© BOC--Group (www.bocGroup (www.boc --group.com)group.com)
Project Approach and Work Packages
Define the Modeling
framework
Define Services and components
Process definition
Release and publication
IT Service Management withIT Service Management with ADOADO itit ®®
Project definition
and Kick Off
2 weeksLeadLeadTimeTime
5-6man-days
BOCBOCEffortsEfforts
t
2 weeks 4 weeks 1-2 weeksper service- or organizational
process
1 week
6-8man-days
12-16man-days
4-8man-days
per service- or organizational
process
2-3man-days