1
Set and Manage Expectations Carefully
2
‫بلوغ فنی‬
‫بلوغ‬
‫سازمانی‬
‫بلوغ‬
‫سیستمی‬
‫‪4‬‬
®
SERVICE STRATEGY
GENERAL CONCEPTS AND DEFINITIONS
SERVICE ASSETS
Service Assets are the capabilities or resources of a service provider.
Capabilities = The ability of an organization, person, process, application, Configuration Item, or IT service to
carry out an activity. Capabilities are intangible assets and cannot produce value by themselves, without adequate
and appropriate resources.
Resources = Include IT infrastructure, people, money, or anything else that might help deliver an IT service.
Typically, resources are tangible assets and are relatively easier to acquire than capabilities.
Capabilities
Resources
A1
Management
Financial Capital
A6
A2
Organization
Infrastructure
A7
A3
Processes
Applications
A8
A4
Knowledge
Information
A9
People
A5
People
Organizations use resource and capability assets to create value in the form of goods and services.
Resources and capabilities are the basis for value creation © Crown Copyright 2007 Reproduced under licence from OGC
Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Slide 5
IT Roadmap
6
Drivers
Enterprise Governance
Balanced
Scorecard
Processes and Procedures
COSO
COBIT
IT Governance
Best Practice Standards
CONFORMANCE
Basel II, SarbanesOxley Act, etc.
PERFORMANCE:
Business Goals
ISO
9001:2000
QA
Procedures
7
ISO
27002
ISO
20000
Security
Principles
ITIL
Integrated management system
12.05.2009
8
8
Organisations will consider and use a variety of IT models, standards and
best practices. These must be understood in order to consider how they
can be used together, with COBIT acting as the consolidator (‘umbrella’).
COSO
ISO 27002
WHAT
COBIT
ISO 9000
ITIL
SCOPE OF COVERAGE
HOW
‫ازبیرون ببینیم‪...‬‬
‫عدم وجود نقطه تماس واحد‬
‫عدم وجود فهرست خدمات دردسترس‬
‫طوالنی بودن زمان رسیدگی به‬
‫رخدادها و درخواست ها‬
‫نامشخص بودن وضعیت رخدادها و درخواست ها‬
‫‪10‬‬
‫و ازدرون‪،‬‬
‫عدم وجود پایگاه دانش متمرکز‬
‫عدم ثبت و ارزیابی تغییرات‬
‫دیدگاه نادرست ازکارایی سیستم‬
‫عدم نگهداری یکپارچهی اطالعات و سوابق‬
‫عدم شناسایی وابستگیهای خدمات‬
‫عدم بودجه بندی مناسب و آگاهی ازهزینه ها‬
‫‪11‬‬
‫ازباال ببینیم!‬
‫عدم توجه فناوری اطالعات به راهبردها و نیازهای‬
‫سازمان‬
‫رویکرد ناهمگون درخدمات مختلف‬
‫کاهش رضایتمندی کسب و کارازفناوری اطالعات به دلیل عدم‬
‫آشنایی با عملکرد آن‬
‫‪12‬‬
13
‫خدمات متناسب با نیاز سازمان‬
‫خدمات جدید سازگار با وضعیت‬
‫فعلی‬
‫درک ارزش پروژهها و خدمات‬
‫توسط سازمان‬
‫مشکالت کمتر در پیادهسازی و‬
‫نگهداری خدمات‬
‫‪14‬‬
Methods Used to Manage IT Services
15
Service Strategy in the Lifecycle Model
Continual
Service
Improvement
Service
Transition
Service
Strategy
Service
Design
Service
Operation
16
Key Processes
• Service Portfolio Management
• Demand Management
• Financial Management
17
Requirements
Strategies
Policies
Service Portfolio
Service
Strategy
The Business / Customers
18
Resources &
Constraints
Service Level
Packages
SERVICE DESIGN IN THE LIFECYCLE MODEL
Continual Service
Improvement
Service
Transition
Service
Strategy
Service
Design
Service
Operation
19
Key Processes
•
•
•
•
•
•
•
Service Catalogue Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
20
Requirements
Service Portfolio
Service
Strategy
Service
Design
The Business / Customers
Strategies
Policies
Solution
Designs
Architectures
21
Resources &
Constraints
Standards
Service Level
Packages
Service Design
Packages
SERVICE TRANSITION IN THE LIFECYCLE MODEL
Continual
Service
Improvement
Service
Transition
Service
Strategy
Service
Design
Service
Operation
22
Key Processes
• Change Management
• Service Asset & Configuration Management
• Release & Deployment Management
23
Requirements
The Business / Customers
Service Portfolio
Service
Strategy
Service
Design
Service
Transition
Strategies
Solution
Designs
Architectures
Transition
Plans
24
Service Level
Packages
Resources &
Constraints
Policies
Tested
Solutions
Standards
Service Design
Packages
Service Knowledge
Management System
SERVICE OPERATION IN THE LIFECYCLE MODEL
Continual
Service
Improvement
Service
Transition
Service
Strategy
Service
Design
Service
Operation
25
Key Processes
•
•
•
•
•
Incident Management
Request Fulfillment
Problem Management
Event Management
Access Management
26
Requirements
The Business / Customers
Service Portfolio
Service
Strategy
Strategies
Service
Design
Solution
Designs
Service
Transition
Architectures
Transition
Plans
Service
Operation
Operational
Plans
27
Service Level
Packages
Resources &
Constraints
Policies
Standards
Tested
Solutions
Operational
Services
Service Design
Packages
Service Knowledge
Management System
Continual Service Improvement Stage
Continual
Service
Improvement
Service
Transition
Service
Strategy
Service
Design
Service
Operation
28
Requirements
The Business / Customers
Service Portfolio
Service
Strategy
Strategies
Service
Design
Solution
Designs
Service
Transition
Architectures
Transition
Plans
Service
Operation
29
Standards
Tested
Solutions
Operational
Plans
Continual
Service
Improvement
Service Level
Packages
Resources &
Constraints
Policies
Improvement
Actions & Plans
Operational
Services
Service Design
Packages
Service Knowledge
Management System
‫فرایندهای چرخه حیات خدمات‬