Governance vs Management
Clarifying what Governance is…and is NOT
Richard Taylor, Manager – Systems Engineering
Richard.E.Taylor@avanade.com
Avanade, Inc
Who am I?
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Rick Taylor
– Former member of Microsoft BPOS Architecture
team
– Author, Co-author of Administrator's Guide version
2007 and 2010
– Triathlete, Clydesdale class
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Agenda
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Definitions
ITIL
MOF
Governance
Similarities and Differences
Quiz
Close
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Definitions
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IT Service Management (ITSM)
ITIL (IT Infrastructure Library)
MOF (Microsoft Operations Framework)
Governance
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ITSM
ITSM refers to the implementation and
management of quality IT services that meet the
needs of the business. IT service management is
performed by IT service providers through an
appropriate mix of people, process and
information technology.
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ITIL
ITIL (Information Technology Infrastructure
Library) is a best practice methodology for
managing IT as a service.
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What Is
ITIL?
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The Information Technology Infrastructure Library
– Sponsored by the Office of Government Commerce (OGC)
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A series of related books and modules that serve as
“best practices” manuals for IT service provision
(Version 1  Version 2)
Under constant development by a consortium of
industry IT leaders
Worldwide de facto standard for IT service management
Supported by training, certification, and its own
international user group (IT Service Management
Forum)
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ITIL Distinction
Between Service
Support and Delivery
Service
Support
OPERATIONAL
Service
Delivery
TACTICAL
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management
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Discussion:
Scenario:
Service
Jack Gode uses his car every weekday to drive to work. He
Management in does not use the car over the weekend.
► One Monday morning the car does not start. Jack calls his
Real Life
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garage and through discussion of the cars behavior with a
mechanic, discovers that the charge on the battery is low.
The mechanic jumpstarts the car and Jack drives to work.
This is an example of incident management.
Jack and the mechanic don't know why the battery is low,
but by jumpstarting the car, are able to make it drivable.
The garage acted in this example as the service desk,
because the garage was the (single) point of contact for
the car owner.
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Discussion:
Service
Management in
Real Life
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For the rest of the week everything goes well,
but the next Monday, the car again fails to
start. Again a garage mechanic jumpstarts the
car and Jack is able to drive to work.
Again, this is an example of incident
management. Jack and the mechanic still
don't know why the battery was low, but by
jumpstarting the car, are able to use it.
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Discussion:
Service
Management in
Real Life
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Based on this recurrence of the failure, Jack doesn't
trust the battery anymore and decides to bring it to the
garage for a diagnosis. He makes an appointment the
next Saturday with the garage. The mechanics inspect
the car, and after analysis, find that the battery loses
power slowly and needs to be replaced.
This is an example of problem management.
The garage discovers from the list of factory recalls that
this type of battery is prone to power leaks. This is an
example of a known error database. The battery is now
identified as the faulty configuration item, and the power
leak is a known error database. The battery is now
identified as the faulty configuration item, and the power
leak is a known error
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Discussion:
Service
Management in
Real Life
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Based on this information and the mechanics advice,
Jack orders a new battery. The new battery actually
represents a change to the car. Jack, in effect, submits
a request for change (RFC) by placing a work order
with the garage to install a new battery. The garage
agrees and schedules an appointment for Jack to bring
his car to the repair shop the following Saturday.
This is an example of change management.
The following Saturday the garage replaces the battery
according to the signed agreement and plan. The actual
installation of the battery is done by the mechanics.
They test Jacks car to make sure that it is working
properly before releasing it back to Jack. This is an
example of release management
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Discussion:
Service
Management in
Real Life
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The garage owner keeps records of all the
changes made to customers cars, including the
battery replacement to Jacks car, in a database in
his computer.
This is an example of configuration
management.
Next month Jack begins a new job and has to drive
through mountains to reach it. Because his car can
barely handle the climb, he decides to add a turbo.
The turbo supplies more power to the car, enabling
it to maintain its speed in the mountainous area.
This is an example of capacity management
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Discussion:
► Jack realizes that due to his new, longer job
Service
commute, the likelihood of his car breaking down is
Management in
now greater that it used to be, and that he currently
Real Life
does not have any recourse should this happen.
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He shops for roadside assistance services and
identifies American Automobile Association (AAA)
as the one that offers a service that best fits his
needs, at reasonable costs.
This is an example of service level management.
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Discussion:
Service
Management in
Real Life
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He signs a contract with the AAA that lists the services
that AAA will provide.
The list of services is an example of a service level
agreement (SLA).
Jacks new job is very demanding. It pays well, but his
manager wants his staff to be there at all times. He
decides to buy an extra car for his family's convenience.
Jack and his family need to be able to justify the costs of
the car. After discussion, they conclude that they can
afford only a secondhand car because they also have to
invest in the house this year.
This is an example of financial management
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Discussion:
Service
Management in ►
Real Life
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Jack buys a secondhand car. If one car fails, the
second car is available for Jack to drive to work.
This is an example of availability management.
Jack and his family live in an area that floods once
every 50 years. His wife's parents live a half-mile
higher up the hill, where it never floods. Jack can
use their car in case of need. He and his family
have analyzed the possibility of a disaster and
planned for it.
This is an example of service continuity
management
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MOF
MOF’s purpose is to create an environment
where business and IT can work together toward
operational maturity, using a proactive model that
defines processes and standard procedures to
gain efficiency and effectiveness.
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MOF
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Governance
First emerging as a discipline in 1993, the primary goals for
governance are to (1) assure that the investments in IT
generate business value, and (2) mitigate the risks that are
associated with IT. This can be done by implementing an
organizational structure with well-defined roles for the
responsibility of information, business processes,
applications, ICT infrastructure, etc.
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Questions ?
Taking the previous definitions, how does one
“automate” governance?
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Answer …
You *don’t* !
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Example 1
“Governance Automation enables organizations to easily respond to evolving information
governance policies or organizational structure changes by automating enterprise
content migration and restructuring while maintaining all content, configurations, security
settings, and metadata
metadata.”
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Example 2
'SharePoint Governance' is a guideline on how SharePoint will be used
within your organization. It is a set of all the rules and procedures as you
will apply them to SharePoint.
“How can XXXXX help you with SharePoint Governance?” …
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Similarities and
Differences
Similarities
– Requires oversight
– Are symbiotic
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Differences
– Management
– Focused on Product or Technology
– Can be implemented by a single person
– Governance
– Focused on Business or Process
– Requires buy-in from multiple persons
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Is it a Product or
Service?
Litmus Test for
Governance
YES
NO
GOVERNANCE
Can a single
person
implement it?
YES
MANAGEMENT
NO
NO
Is it focused on a
technology?
YES
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RACI Matrix
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R – Responsible – does the bulk of the work or assigns the
workload
A – Accountable – Is the individual who is assigned to
complete the task. There can only be 1 “A” per task
C – Consulted – asked to provide input or be actively
involvede with the task
I – Informed – knows status and issues for each task
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Quiz Time
A user calls the Service Desk with a complaint that, when logging in
to the corporate intranet, his browser always freezes after viewing
the main menu.
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© Copyright 2008 Avanade Inc. All Rights Reserved. The Avanade name and logo are registered trademarks in the US and other countries.
Thank You!