• It Service
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Swisscom - Swisscom IT Services
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Swisscom IT Services is one of Switzerland’s
leading IT service providers. Andreas König
is its current CEO. Swisscom IT Services' key
customers include the Swiss Federal
Railways (SBB), Ascom, Swiss and the
Securitas Group. In 2005 Swisscom IT
Services acquired Comit AG, an IT company
specialising in the financial services sector.
Comit continued to be run as an independent
brand until June 2011. Since then it has been
merged into the Swisscom brand as "Finance
Services".
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IT service management
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IT service management or IT service
support management (ITSM or ITSSM)
refers to the implementation and
management of quality information
technology services. IT service
management is performed by IT
service providers through people,
process and information technology.
The following represents a
characteristic statement from the
ITSM literature:
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IT service management
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Providers of IT services can no longer
afford to focus on technology and their
internal organization[;] they now have
to consider the quality of the services
they provide and focus on the
relationship with customers.
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IT service management
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ITSM is process-focused and has ties
and common interests with process
improvement frameworks and
methodologies (e.g., TQM, Six Sigma,
business process management,
CMMI)
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IT service management
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IT service management in the broader sense
overlaps with the disciplines of business
service management and IT portfolio
management, especially in the area of IT
planning and financial control. ITSM is
generally concerned with the "back office" or
operational concerns of information
technology management (sometimes known
as operations architecture), and not with
technology development. In this respect,
ITSM may be seen as analogous to an
enterprise resource planning (ERP) discipline
for IT.
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IT service management - Context
IT service management is an enabler of
information technology governance (or
information management) objectives. It does
not typically include project management or
program management. In the UK for
example, the Information Technology
Infrastructure Library (ITIL), a governmentdeveloped ITSM framework, is often paired
with the PRojects IN Controlled
Environments (PRINCE2) project
methodology and Structured Systems
Analysis and Design Method for systems
development.
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IT service management - Context
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ITSM is related to the field of management
information systems (MIS) in scope.
However, ITSM has a distinct practitioner
point of view, and is more introspective
(i.e. IT thinking about the delivery of IT to
the business) as opposed to the more
academic and outward facing connotation
of MIS (IT thinking about the 'information'
needs of the business).
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IT service management - Context
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There are a variety of frameworks and
authors contributing to the overall ITSM
discipline. There are a variety of
proprietary approaches available.
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IT service management - Professional organizations
There is an international, chapterbased professional association, the IT
Service Management Forum (ITSMF),
which is focused on ITIL and the ITSM
audit standard ISO/IEC 20000. There
is also a global professional
association, the IT Service
Management Professionals
Association (IT-SMPa).
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IT service management - Information Technology Infrastructure Library (ITIL)
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IT service management is often equated
with the Information Technology
Infrastructure Library (ITIL), an official
publication of the Cabinet Office in the
United Kingdom. However, while a version
of ITSM is a component of ITIL, ITIL also
covers a number of related but distinct
disciplines and the two are not
synonymous. The ownership of ITIL has
transferred from the Office of Government
Commerce (OGC) to the Cabinet Office,
following the move of OGC into the
Cabinet Office.
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IT service management - Information Technology Infrastructure Library (ITIL)
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The current version of the
ITIL framework is the
2011 edition
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IT service management - Information Technology Infrastructure Library (ITIL)
The use of the term "service
management" is interpreted by many in
the world as ITSM, but again, there are
other frameworks, and conversely, the
entire ITIL library might be seen as IT
service management in a larger sense.
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IT service management - Other frameworks, concern with the overhead and limitations
Analogous to debates in software
engineering between agile and
prescriptive methods, there is debate
between lightweight versus
heavyweight approaches to IT service
management. Lighter weight ITSM
approaches include:
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IT service management - Other frameworks, concern with the overhead and limitations
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ITIL Small-scale Implementation
colloquially called “ITIL Lite” is an
official part of the ITIL framework.
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IT service management - Other frameworks, concern with the overhead and limitations
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FITS was developed for
UK schools. It is a
simplification of ITIL.
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IT service management - Other frameworks, concern with the overhead and limitations
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CoPr or "copper calls for limiting Best
Practice to areas where there is a
business case for it, and in other areas
just doing the minimum necessary.
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IT service management - Other frameworks, concern with the overhead and limitations
MOF 4 (Microsoft Operations
Framework) covers the IT service
management lifecycle with a practical
focus.
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IT service management - Other frameworks, concern with the overhead and limitations
In situations where the relationships
between the parties do not fall neatly in
bilateral client - service provider
relationship, the limitations of the standard
IT service management approaches
become apparent
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IT service management - Governance and audit
Several benchmarks and assessment
criteria have emerged that seek to
measure the capability of an organization
and the maturity of its approach to service
management. Primarily, these alternatives
provide a focus on compliance and
measurement and therefore are more
aligned with corporate governance than
with IT service management per se.
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IT service management - Governance and audit
ISO/IEC 20000 (and its ancestor
BS15000). This standard is not identical
in taxonomy to ITIL and includes a
number of additional requirements not
detailed within ITIL and some
differences. Adopting ITIL best
practices is therefore a good first step
for organizations wishing to achieve
ISO 20000 certification for their IT
Service Management processes.
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IT service management - Governance and audit
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COBIT (or the lighter COBIT Quickstart) is
comprehensive and widely embraced. It
incorporates IT service management
within its Control Objectives for Support
and Delivery.
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IT service management - Tools & ITSM platforms
ITSSM tools provide modules that
enable business end users to find
knowledge to support/resolve their
computing-related issues or to request
an IT service via an IT self-service
module
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IT service management - Tools & ITSM platforms
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There are a number of vendors in the ITSM
space. A Web search for ITSM vendors
results in over 100 ITSM related software
companies. It can be narrowed on a basic
shortlist of companies which were listed by
Pink Elephant on its PinkVerify Toolset V3.0
or V3.1 certification and verification of
product’s ITIL compatibility to general, core
and integration suitability requirements for
ITIL V3.
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IT service management - Tools & ITSM platforms
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In August 2012, Gartner published the
Magic Quadrant for ITSSM (IT service
support management) listing and rating
eleven vendors of ITSM platforms.
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IT service management - Tools & ITSM platforms
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Also, there is a more broad overview
on ITSSM functions that Gartner
categorized as ITOM (IT Operations
Management) Software which has
been affected recently (2009-2011) by
some shifts that has bringing new key
players playing together in the same
landscape of offering where " The Big
Four ITOM vendors (BMC Software,
CA Technologies, IBM and HP)
dominated the worldwide market
share with 47% of the ITOM market
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IT service management - Further reading
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Eric J. Feldman (30 July 2007). "The Eight
Essential Elements of an IT Service
Lifecycle". ITSMWatch.com. Retrieved 15
December 2007.
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IT service management - Further reading
Atwell Williams (2 August 2012). "A
Practical Guide to Service and Service
Models". BMC Software. Retrieved 2
August 2012.
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IT Service Management Forum
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IT Service Management Forum
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IT Service Management Forum
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The itSMF is concerned with promoting
ITIL (IT Infrastructure Library), Best
Practice in IT Service Management and
has a strong interest in the international
ISO/IEC 20000 standard
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IT Service Management Forum - History
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At the CCTA in UK starts 1986 the idea
about a GITTIM - Government IT
Infrastructure Management Method; that
turned in ITIL
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IT Service Management Forum - History
The itSMF UK takes at this time the
international coordination. With a
growing number of national chapters a
real international umbrella was needed.
The itSMF International was created in
2004.
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IT Service Management Forum - Context
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The itSMF is depending on its vision and
goal in relations with some organisations
and topics around Business service
management and IT service management.
Organisations in correlation with the work
around ITIL:
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IT Service Management Forum - Context
The Office of Government Commerce
(OGC) is part of the Efficiency and Reform
Group of the Cabinet Office, a department
of the Government of the United Kingdom.
Primordial the Central Computer and
Telecommunications Agency (CCTA) was
the name of the unit, which developed ITIL
and established the itSMF. In 2000 it was
subsumed into the OGC.
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IT Service Management Forum - Context
The Stationery Office (TSO) is the
privatised publishing arm of Her Majesty's
Stationery Office. TSO is the publisher of
ITIL.
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IT Service Management Forum - Context
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The APM Group Ltd (APMG) is the official
accreditor of the OGC for qualifications
based on their Best Practice guidance
portfolio. APMG hosted the official web
sides about best practises including ITIL.
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IT Service Management Forum - Context
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ISO/IEC 15504, also known as SPICE
(Software Process Improvement and
Capability Determination) - The
international standard for capability in
information technology process
measured with a standard assessment
method.
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IT Service Management Forum - International Organisation and Activities
There are 54 officially national itSMF
Chapters worldwide today . They are
organized in the itSFM International as
umbrella. Each chapter is a separate legal
entity and is largely autonomous. The
national chapters offer their services
around the membership for their
members. The members in the national
chapters were entire companies or
individuals. The members are
organisations, which are interested in
ITSM and uses ITIL as their framework
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IT Service Management Forum - International Organisation and Activities
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service provider, which are looking for
a quality in providing their services for
its customers training companies,
which provides the standard course for
ITIL and other best practises tool
developer and supporter for all
supporting issues around ITSM like
ticket tools, work flow tools,
monitoring, software distribution
individuals and companies, which
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IT Service Management Forum - International Organisation and Activities
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The itSMF International operates with
an Executive Board of seven members.
The board represents with members of
Australia, South Africa, Poland and
more the chapters worldwide.
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IT Service Management Forum - International Organisation and Activities
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Conferences - Many national chapters
offer their members an annually
Conferences. They often include an
exhibition. In addition the itSMF
chapters were partner of conferences
of other organisations (e.g. Gartner
“Business Intelligence & Information
Management Summit 2013” in
Australia ).
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IT Service Management Forum - International Organisation and Activities
Events and knowledge exchange –
There were regional events to discuss
and work together about topics around
ITSM, ITIL and more. For special
interest groups were regular
appointments for meetings. The special
interest may by some industry, a single
topic out of the ITIL or the relation to
other organisations like the ISACA.
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IT Service Management Forum - International Organisation and Activities
Development and research – The
collective development of white papers
and publications are regular activities in
the chapters
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IT Service Management Forum - International Organisation and Activities
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The professionals aligned with the
itSMF are requested speakers at
conferences, member of discussions
and publisher of books and white
papers. In companies like IBM, HP, TSystems and other communities
around ITSM were established and
interlinked with the itSMF.
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IT Service Management Forum - National Chapters
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The following list of some national chapters is
taken for example to show individual activities.
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IT Service Management Forum - itSMF New Zealand (NZ)
The New Zealand chapter was founded
2005 is a registered and legal not for profit
organisation that was incorporated in
Auckland. The chapter holds an annual
conference – the 10th in 2014. We are
managed via our membership through the
Board and its Branches which have been
established in Auckland, Wellington,
Christchurch & Dunedin. Based in
Christchurch, our national office staff
member delivers administration support
to our Executive Board, Branch Chairs
and Portfolio Directors.
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IT Service Management Forum - itSMF New Zealand (NZ)
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In recent years, defined process-based
service management frameworks have
been the foundation upon which many
organisations have improved IT Service
Delivery, Governance and Risk
Management. These are designed to
create operational efficiencies, improve
service levels, reduce the costs of
delivering IT Service and Support and
to align IT services with business
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IT Service Management Forum - itSMF New Zealand (NZ)
Our Aim is to: To develop and promote
industry best practice in service
management, To engender greater
professionalism within service
management personnel, To provide a
vehicle for helping members improve
service performance, To provide members
with a relevant forum in which to exchange
information and share experiences with
their peers on both sides of the industry.
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IT Service Management Forum - itSMF Australia Inc (AU)
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The Australia chapter was founded 1998
and operates as registered and legal
business entity that was incorporated in
Victoria; based in Melbourne. The chapter
holds an annual conference – the 16th in
2013 – with the title “LEADit”. The chapter
provides in five categories annual itSMF
Industry Awards for Excellence in IT
Service Management. For the member's a
quarterly communique as “The itSMF
Australia Bulletin” is printed.
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IT Service Management Forum - itSMF Germany (DE – itSMF Deutschland e.
V.)
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The German chapter was founded
2001 in the constitution of an
registered association (German:
eingetragener Verein; e
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IT Service Management Forum - itSMF Germany (DE – itSMF Deutschland e. V.)
Annually in December the chapter
celebrates a two day congress. Topics
were provided in different formats with
typical keynotes, four or five parallel user
sessions, which presents three 20-minutespeeches in a row and a joint discussion,
and some open world café discussions.
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IT Service Management Forum - itSMF Germany (DE – itSMF Deutschland e. V.)
During the year typical two one day
meetings were hold – name itSMF Live! with different, actual topics. A special
event for the Public Sector is the event
FIT-ÖV.
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IT Service Management Forum - itSMF Germany (DE – itSMF Deutschland e.
V.)
The chapter award since 2009 the
ITSM project of the year. The first
awarded project was “ITIL 2010” of
the Federal Employment Agency
(Bundesagentur für Arbeit, Germany).
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IT Service Management Forum - itSMF UK
As founding chapter of the itSMF
movement the itSMF UK takes a leading
role. Beside a board it has established a
staff team for operation.
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IT Service Management Forum - itSMF UK
The itSMF UK celebrates an annually
Conferences with an interesting exhibition.
In 2012 takes the 21st place in London
with around 900 participants. The chapter
provide some Service Management
Awards: Outstanding Contribution to ITSM
Service Management, Service
Management Project of the Year, Service
Innovation of the Year, Service
Management Team of the Year and more.
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IT Service Management Forum - itSMF UK
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There were six regional
groups actual in place
(December 2012(
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IT Service Management Forum - External links for several itSMF organisations
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itSMF South Africa Chapter
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Information Technology Infrastructure Library - Financial management for IT services
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IT Financial Management comprises
the discipline of ensuring that the IT
infrastructure is obtained at the most
effective price (which does not
necessarily mean cheapest) and
calculating the cost of providing IT
services so that an organization can
understand the costs of its IT services.
These costs may then be recovered
from the customer of the service. This
is the 2nd component of service
delivery process.
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Information Technology Infrastructure Library - IT service continuity management
IT service continuity management
(ITSCM) covers the processes by which
plans are put in place and managed to
ensure that IT services can recover and
continue even after a serious incident
occurs. It is not just about reactive
measures, but also about proactive
measures – reducing the risk of a
disaster in the first instance.
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Information Technology Infrastructure Library - IT service continuity
management
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ITSCM is regarded by the application
owners as the recovery of the IT
infrastructure used to deliver IT
services, but as of 2009 many
businesses practice the much furtherreaching process of business
continuity planning (BCP), to ensure
that the whole end-to-end business
process can continue should a serious
incident occur (at primary support
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Information Technology Infrastructure Library - IT service continuity management
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prioritising the activities to be recovered by
conducting a business impact analysis (BIA)
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Information Technology Infrastructure Library - IT service continuity management
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performing a risk assessment (aka risk
analysis) for each of the IT services to
identify the assets, threats,
vulnerabilities and countermeasures
for each service.
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Information Technology Infrastructure Library - IT service continuity
management
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evaluating the options for
recovery
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Information Technology Infrastructure Library - IT service continuity management
producing the
contingency plan
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Information Technology Infrastructure Library - IT service continuity management
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testing, reviewing, and revising the
plan on a regular basis.
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ITIL - IT service continuity management
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ITSCM is regarded by the application
owners as the recovery of the IT
infrastructure used to deliver IT
services, but many businesses
practice the much further-reaching
process of business continuity
planning (business continuity
planning|BCP), to ensure that the
whole end-to-end business process
can continue should a serious incident
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ITIL - IT service continuity management
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* prioritising the activities to be recovered by
conducting a business impact analysis (BIA)
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ITIL - IT service continuity management
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* performing a risk assessment (aka Risk
analysis (business)|risk analysis) for each
of the IT services to identify the assets,
threats, vulnerabilities and
countermeasures for each service.
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ITIL - IT service continuity management
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* evaluating the options
for recovery
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ITIL - IT service continuity management
* producing the
contingency plan
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ITIL - IT service continuity management
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* testing, reviewing, and
revising the plan on a
regular basis.
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Business Service Management - Business Services and IT Services
Business Services are delivered to
customers, supporting their needs,
sometimes through the support for a
business process or directly
supporting a service or product
delivered to end customers. A
business service may be supported by
one or more IT Service(s), and may
consist almost entirely of IT Services
especially where the IT Service is
directly customer-facing. Examples
include online banking and online
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Business Service Management - Business Services and IT Services
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An IT Service may not be customerfacing, for example an IT Service
which is seen as 'back office' as it
supports the execution of an internal
business process, such as the support
for a billing process which the
Finance department would own and
manage.
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Financial management for IT services
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Financial Management for IT Services is a Service
Delivery component within the ITIL Framework.
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Financial management for IT services - Goal
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The goal of Financial Management for
IT Services (ITFM) is to optimize the
cost of IT Services while taking into
account quality and risk factors.
Analysis of cost against quality and
risk is used to create intelligent, metricbased cost optimization strategies.
Balancing is required since cost cutting
may not be the best strategy to deliver
optimum consumer outputs.
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Financial management for IT services - Goal
ITFM is a discipline based on
standard financial and accounting
principles, but addresses specific
principles that are applicable to IT
services, such as fixed asset
management, capital management,
audit, depreciation, etc.
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Financial management for IT services - Goal
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To provide cost-effective stewardship of the IT
assets and resources used in providing IT
services
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Financial management for IT services - Goal
For an Outsourcing|outsourced IT
organisation or an IT organisation
which is run as if it were a separate
entity (i.e., with full charging) the goal
may be described as:
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Financial management for IT services - Goal
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To be able to account fully for the spend
on IT services and to be able to attribute
these costs to the services delivered to the
organisation's customers and to assist
management by providing detailed and
costed business cases for proposed
changes to IT services
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Financial management for IT services - Supporting Organizations
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To fully grasp and understand the goals of
an organization, Senior Executives from all
verticals turn to the IT Financial
Management Week Conference, held
annually each year, to educate the market
on new trends, learn from industry leaders
(CFOs of IT) and meet with the most
credible solution providers in this space.
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Financial management for IT services - Supporting Organizations
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Gartner also provides an annual conference on IT
Financial, Procurement and Asset Management.
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Financial management for IT services - Budgeting
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Budgeting enables an organization to
plan future IT expenditure, thus
reducing the risk of over-spending and
ensuring the revenues are available to
cover the predicted spend. Additionally
it allows an organization to compare
actual costs with previously predicted
costs in order to improve the reliability
of budgeting predictions.
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Financial management for IT services - IT accounting
IT accounting is concerned with the
amount of money spent in providing IT
services. It allows an organization to
perform various financial analyses to
gauge the efficiency of the IT service
provision and determine areas where cost
savings can be made. It will also provide
financial transparency to aid management
in the decision making process.
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Financial management for IT services - IT accounting
'Several cost
elements can be
used to control your
accounting:'
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Financial management for IT services - IT accounting
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Capital costs: Any type of purchases
which would have a residual value as
hardware and building infrastructure
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Financial management for IT services - IT accounting
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Operational costs: Day to day recurring
expenses cost like rental fees, monthly
electrical invoices and salaries.
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Financial management for IT services - IT accounting
Direct costs: Any cost expenses
which are directly attributed to one
single or specific service or customer.
A typical example would be the
purchase of a dedicated server which
cannot be shared and is needed to host
a new application for a specific service
or customer.
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Financial management for IT services - IT accounting
Indirect costs: One specific service
provision which cost needs to be
distributed in between several customers
in a fair breakdown. A fair example is the
cost associated to overall Local Area
Network on which every customer are
connected to. Breakdown could be done
using total amount of users per customer
or total amount of bandwidth usage per
customer to accurately distribute the cost
1
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - IT accounting
1
Fixed costs: Any expenses established for
long periods of time like annual
maintenance contracts or a lease
contracts. These expenses do not vary in
the short-term.
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - IT accounting
Variable Costs: Any expenses that
vary in the short-term based on the
level of services provided, resources
consumed, or other factors. For
example, energy costs are variable
based on the amount consumed.
1
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Charging
1
Charging provides the ability to assign
costs of an IT Service proportionally and
fairly to the users of that service
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Charging
1
Charging is arguably the most complex
of the three sub-processes, requiring a
large investment of resources and a
high degree of care to avoid anomalies,
where an individual department may
benefit from behaviour which is
detrimental to the company as a whole.
Charging policy needs to be
simultaneously simple, fair and
realistic.
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Charging
Charging need not necessarily mean
money changing hands (full charging). It
may take the form of information passed to
management on the cost of provision of IT
services (no charging), or may detail what
would be charged if full charging were in
place without transactions actually being
applied to the financial ledgers (notional
charging). Notional charging may also be
used as a way of piloting full charging.
1
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Service-level management
Information Technology Infrastructure
Library#Service level
management|Service-level management
provides key information regarding the
level of service required by the customer
(SLAs) and therefore forms the basis for
calculations of all three sub-processes
1
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Configuration management
Given that the aim of financial
management for IT is the stewardship
of IT assets and resources, it is
imperative that information from
Information Technology Infrastructure
Library#Configuration
Management|configuration
management and in particular from the
CMDB is available.
1
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Capacity management
1
Information Technology Infrastructure
Library#Capacity management|Capacity
management are charged with planning
and controlling the IT capacity
requirements of the organisation
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Financial management for IT services - Change management
1
Changes are often linked to costs. It is
vital that financial management for IT is
involved in the Change Management
(ITSM)|change management process so
that the on-going analysis of costs can
take place. Where changes are
frequent IT financial management may
choose either to include anticipated
changes in the original cost model or to
adjust the cost model once the IT
service has stabilised.
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Key performance indicators (KPIs)
1
In order to assess whether financial
management for IT services has been
successfully deployed, the following
key performance indicators may be
examined:
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Key performance indicators (KPIs)
1
* do the predicted budgets
match the actual
expediture?
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Financial management for IT services - Key performance indicators (KPIs)
1
* has user behaviour
changed to follow the
corporate IT goals?
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - Key performance indicators (KPIs)
1
* are charges seen by users and customers to
be simple, fair and in line with organisational
goals?
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - List of ITFM software solutions
* Apptio, Software-as-a-Service
Technology Business Management IT
Financial Management
[http://www.apptio.com (homepage)]
1
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - List of ITFM software solutions
1
* ClearCost Software, Integrated Service
Financial Management Software
[http://www.clearcost.com.au (homepage)]
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - List of ITFM software solutions
1
* Cube Billing, Software-as-a-Service Cost
Allocation and Chargeback Software
[http://www.cubebilling.com (homepage)]
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - List of ITFM software solutions
1
* Digital Fuel, Software-as-a-Service IT
Financial Management
[http://www.digitalfuel.com
(homepage)]
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - List of ITFM software solutions
1
* EcoSys EPC, Web-based IT Financial
Management and Project Controls
Software
[http://www.ecosys.net/industries/informati
on-technology/ (homepage)]
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - List of ITFM software solutions
1
* Nicus, IT Financial Management
Software, On-premise or Software-asa-Service [http://www.nicus.com
(homepage)]
https://store.theartofservice.com/the-it-service-toolkit.html
Financial management for IT services - List of ITFM software solutions
1
* Zuna Infotech, Software-as-a-Service
IT Financial Management, Cost
Allocation, Asset/Demand
Management, Technology Business
Management (TBM),
[http://www.zunainfotech.com
(homepage)]
https://store.theartofservice.com/the-it-service-toolkit.html
Paratransit - Paratransit service for people with disabilities and the elderly
1
Veolia Transport, First Group (which
purchased Laidlaw Transit in October
2007), SCR Medical Transportation
(based in Chicago) and MV
Transportation, with contracts in
cities throughout the United States and
Canada, are among the largest private
contractors of paratransit services
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Paratransit - Paratransit service for people with disabilities and the elderly
1
Most paratransit vehicles are equipped with
wheelchair lifts or ramps to facilitate access.
https://store.theartofservice.com/the-it-service-toolkit.html
Pošta Srbije - IT services
*KDS – Cable Distribution
System[http://www.kds.rs KDS :: Home
Page]. Kds.rs (2010-11-16). Retrieved on
2010-11-21. – provides transmission of
radio and TV signals, broadband Internet
access and a number of other interactive
services.
1
https://store.theartofservice.com/the-it-service-toolkit.html
Pošta Srbije - IT services
*CePP – Center for PTT ebusiness[http://www.cepp.rs CEPP].
Cepp.rs. Retrieved on 2010-11-21. –
Multimedia contract centre, providing
electronic operations services with the first
rate protection system of transferred
information.
1
https://store.theartofservice.com/the-it-service-toolkit.html
Milwaukee County Transit System - Other transit services
MCTS is a partner in the Southeast
Wisconsin Transit System, a joint-venture
transit partnership that also includes
Waukesha Metro Transit and Wisconsin
Coach Lines in Waukesha,
Wisconsin|Waukesha, Washington County
Commuter Express operated by Riteway Bus
Service in Richfield, Wisconsin|Richfield,
Belle Urban System (THE BUS) in Racine,
Wisconsin|Racine and Kenosha
Transit|Kenosha Area Transit (KAT) in
Kenosha, Wisconsin|Kenosha.
1
https://store.theartofservice.com/the-it-service-toolkit.html
APM Group - IT Service Management Qualifications
The company operates the
accreditation and certification
schemes for ITIL (Information
Technology Infrastructure Library)
and for Service Catalogue within the
IT Service Management field.
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT services
1
'IT service management' ('ITSM') refers to
the implementation and management of
quality information technology services. IT
service management is performed by IT
service providers through people, process
and information technology. The following
represents a characteristic statement from
the ITSM literature:
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IT services
1
ITSM is process-focused and has ties and
common interests with process
improvement frameworks and
methodologies (e.g., total quality
management|TQM, Six Sigma, business
process management, Capability Maturity
Model Integration|CMMI)
https://store.theartofservice.com/the-it-service-toolkit.html
IT services
IT service management in the broader
sense overlaps with the disciplines of
business service management and IT
portfolio management, especially in the
area of IT planning and financial control.
ITSM is generally concerned with the back
office or operational concerns of
information technology management
(sometimes known as operations
architecture), and not with technology
development. In this respect, ITSM may be
seen as analogous to an enterprise
resource planning (ERP) discipline for IT.
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT services - Information Technology Infrastructure Library (ITIL)
1
The use of the term service management
is interpreted by many in the world as
ITSM, but again, there are other
frameworks, and conversely, the entire
ITIL library might be seen as IT service
management in a larger sense.
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IT services - Other frameworks, concern with the overhead and limitations
Analogous to debates in software
engineering between Agile software
development|agile and prescriptive
methods, there is debate between
lightweight versus heavyweight
approaches to IT service
management. Lighter weight ITSM
approaches include:
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT services - Other frameworks, concern with the overhead and limitations
1
* ITIL Small-scale Implementation
colloquially called “ITIL Lite” is an
official part of the ITIL framework.
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IT services - Other frameworks, concern with the overhead and limitations
1
* FITS was developed
for UK schools. It is a
simplification of ITIL.
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IT services - Other frameworks, concern with the overhead and limitations
* CoPr or copper calls for limiting
Best Practice to areas where there is a
business case for it, and in other areas
just doing the minimum necessary.
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT services - Other frameworks, concern with the overhead and limitations
* MOF 4 (Microsoft Operations
Framework) covers the IT service
management lifecycle with a practical
focus.
1
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IT services - Other frameworks, concern with the overhead and limitations
* Distributed
Management Task
Force|DMTF CADF
Working Group
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT services - Other frameworks, concern with the overhead and limitations
* Cloud Security
Alliance|CSA Open
Certification
Framework.
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT services - Governance and audit
* ISO/IEC 20000 (and its ancestor
BS15000). This standard is not identical in
taxonomy to ITIL and includes a number of
additional requirements not detailed within
ITIL and some differences. Adopting ITIL
best practices is therefore a good first step
for organizations wishing to achieve ISO
20000 certification for their IT Service
Management processes.
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT services - Governance and audit
1
* COBIT (or the lighter COBIT Quickstart)
is comprehensive and widely embraced. It
incorporates IT service management
within its Control Objectives for Support
and Delivery.
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IT services - Tools ITSM platforms
1
Also, there is a more broad overview on
ITSSM functions that Gartner categorized
as ITOM (IT Operations Management)
Software which has been affected recently
(2009-2011) by some shifts that has
bringing new key players playing together
in the same landscape of offering where
The Big Four ITOM vendors (BMC
Software, CA Technologies, IBM and HP)
dominated the worldwide market share
with 47% of the ITOM market
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IT service continuity - Introduction
1
'IT Service Continuity' is a subset of
Business Continuity Planning (BCP)
and encompasses IT disaster recovery
planning and wider IT resilience
planning. It also incorporates those
elements of IT infrastructure and
services which relate to
communications such as
(voice)telephony and data
communications.
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IT service continuity - Introduction
It is a systematic process to prevent,
predict and manage Information and
Communications Technology (ICT)
disruption and incidents which have the
potential to disrupt ICT services and
should result in a more resilient IT service
capability aligned to wider organisational
requirements.
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT service continuity - Background
1
IT Service Continuity evolved from IT
Disaster recovery which began to
develop in the mid- to late 1970s as
computer centre managers began to
recognize the dependence of their
organizations on their computer
systems. At that time most systems
were batch-oriented mainframes which
in many cases could be down for a
number of days before significant
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IT service continuity - Background
1
During the 1980s and 1990s, IT disaster
recovery awareness and the disaster
recovery industry grew rapidly, driven by
the advent of open systems and real-time
processing (which increased the
dependence of organizations on their IT
systems)
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IT service continuity - Background
In recent years, Information and
Communication Technology (ICT) has
become integral to many of the essential
activities carried out by organizations.
The advent of the Internet and other
electronic networking services together
with the current and developing
capabilities of systems and applications,
has also meant that those organizations
have become more and more dependent
on reliable, safe and secure ICT
infrastructures.
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT service continuity - Background
1
At the same time the need for business
continuity management (BCM),
including incident preparedness,
disaster recovery planning, and
emergency response and
management, has become steadily
more prevalent in developed and
developing economies.
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IT service continuity - Background
Failures of supporting ICT services
(including information security issues such
as systems intrusion and malware
infections) are recognized as having the
potential to impact the continuity of
business operations
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT service continuity - Background
IT Service Continuity is essential for
many organizations in the
implementation of Business Continuity
Management and Information Security
Management and as part of the
implementation and operation
information security management as
well as business continuity
management as specified in ISO/IEC
27001:2013 and ISO 22301:2012
respectively, it is critical to develop and
implement continuity for the ICT
1
https://store.theartofservice.com/the-it-service-toolkit.html
IT service continuity - Principles
1
IT Service Continuity planning may make
use of any combination of recovery and/or
restoration strategies including; hot, warm,
cold standby data centres or servers; highavailability services within the same or
across multiple data centres; services may
be active/active or active/passive; it may
utilise a ship-on-demand, shared services
or cloud services, or other approach. IT
Service Continuity, in itself, does not
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IT service continuity - Principles
1
In 2008 the BSI Group|British Standards
Institution launched a specific standard
connected and supporting the Business
Continuity Standard BS 25999 titled
BS25777 specifically to align ICT Service
Continuity with Business Continuity.
This was withdrawn following the
publication in March 2011 of ISO/IEC
27031 - Security techniques —
Guidelines for information and
communication technology readiness for
business continuity.
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IT service continuity - Principles
1
The IT Service Management Continuity link
redirects to this page. Here is the
downloadable link for the ITIL® glossary and
abbreviations: http://www.itilofficialsite.com/InternationalActivities/Translat
edGlossaries.aspx. Not being certain of
reprinting rights, only the link is provided.
The glossary gives a comprehensive
definition of ITSCM and other related
definitions. It can be downloaded without
free of charge and is a comprehensive
compilation of ITIL® terms.
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Irvine, California - Transit services
Local bus routes are
operated by the Orange
County Transportation
Authority
1
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Irvine, California - Transit services
1
At one time Irvine intended to build a
tram / guideway, in February 2009 the
city of Irvine canceled the project
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Irvine, California - Transit services
1
The city of Irvine has operated its own masstransit bus service called the iShuttle since
2008
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Internal Audit Service (European Commission)
1
The 'Internal Audit Service' or 'IAS' is
a Directorate-General of the European
Commission that was established in
2001 to provide an increased
accountability of the Commission.
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Internal Audit Service (European Commission)
1
The Commissioner responsible for the IAS
is Algirdas Šemeta, whose area of
responsibility covers the EU's anti-fraud
agency (OLAF) and the Commission
department dealing with the EU's taxation
and customs union matters (DG TAXUD).
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Internal Audit Service (European Commission)
1
The IAS is headed by the Internal Auditor
of the Commission, Philippe Taverne,
formerly the Chief Accountant of the
Commission. The IAS has approx. 120
permanent staff.
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Internal Audit Service (European Commission) - Mission
1
* issue independent audit opinions on the
quality of management and internal control
systems
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Internal Audit Service (European Commission) - Mission
1
* present recommendations aimed at
ensuring the efficient and effective
achievement of the Commission's
objectives
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Internal Audit Service (European Commission) - Mission
*Directorate A is responsible for
auditing EU agencies, as well as
communication and co-ordination
within the Commission and with other
institutions (for example, the
European Parliament or the European
Court of Auditors)
1
https://store.theartofservice.com/the-it-service-toolkit.html
Internal Audit Service (European Commission) - Mission
1
*Directorate B is responsible for auditing the
Commission's Directorate-Generals
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Internal Audit Service (European Commission) - Background
1
However, as the Commission grew
and became more complex, the
European Court of Auditors (the EU's
external auditor) began to call for the
audit of systems and controls, and
advocated an independent audit
service within the Commission
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Internal Audit Service (European Commission) - Background
A Commission decision from 1990
requested the Financial Controller to set
up such a function, which was further
developed under the programme of
reform of financial management
proposed in 1995 (the SEM2000). This
audit function seems to have been refocused on controls relating to structural
funds, as Phase III progress reports of
SEM2000 don't mention it - this modest
audit function was little known and had
little impact on the services of the
Commission.
1
https://store.theartofservice.com/the-it-service-toolkit.html
Internal Audit Service (European Commission) - The Santer Commission
In their Second Report, the Wise Men suggested in clear
terms that the underlying problem is that the internal audit
service is not perceived as a central department at the service
of the entire
Commission...[http://www.europarl.europa.eu/experts/pdf/rep2
-1en.pdf Section 4.11.4 of the Second report on Reform of the
Commission (Analysis of current practice and proposals for
tackling mismanagement, irregularities and fraud), 10
September 1999.] Based on international best practices and
the definition of internal audit as proposed by the Institute of
Internal Auditors (IIA), the Wise Men recommended setting up
a specialised Internal Audit Service outside the regular
structure of directorates-general, reporting directly to the
President of the Commission.
1
https://store.theartofservice.com/the-it-service-toolkit.html
Internal Audit Service (European Commission) - The Santer Commission
1
The task of setting up the new service
was allocated to the Commissioner
responsible for institutional reform,
Neil Kinnock
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Internal Audit Service (European Commission) - Reforming the Commission
1
The basis for establishing the IAS was
recommendation 35 of the Wise Men's
reportIn Chapter 4 of the Second
Report proposing A professional and
independent Internal Audit Service
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Internal Audit Service (European Commission) - 10 years of the IAS
1
The establishment of the new service was
part of the reforms enacted at the
Commission following the adoption of the
Reform White Paper of 2000.[http://eurlex.europa.eu/LexUriServ/LexUriServ.do?u
ri=CELEX:52000DC0200%2802%29:EN:H
TML Reforming the Commission - A White
Paper - Part II Action plan - XXV CREATION OF A CENTRAL INTERNAL
AUDIT SERVICE] As part of these
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Internal Audit Service (European Commission) - 10 years of the IAS
1
The IAS set out a programme of in-depth
audits of all DGs and Agencies that came
under the new Financial Regulation. Apart
from auditing, it also aimed to provide
methodological support for audit activities
to the IACs in each DG. After setting up
the IAS and guiding it through its first three
years, Jules Muis resigned from his post
as of March 2004 and was replaced by
Walter Deffaa in August 2004.
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Internal Audit Service (European Commission) - 10 years of the IAS
1
In 2006 IAS carried out the first quality
review of the Internal Audit
Capabilities. In 2007 its Mission
Charter[http://ec.europa.eu/dgs/inte
rnal_audit/docs/ias_charter_en.pdf
MISSION CHARTER OF THE
INTERNAL AUDIT SERVICE OF THE
EUROPEAN COMMISSION] was
updated, along with introducing a
model charter for IACs.
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Internal Audit Service (European Commission) - 10 years of the IAS
1
In 2009 Deffaa left IAS and was replaced
by Brian Gray. In 2011 IAS completed the
first overall opinion into the state of
internal control in the Commission and,
also in this year, it became the external
auditor of the newly established
European External Action Service. In
2012 Brian Gray resigned, to be replaced
by the current Director-General,
Philippe
Taverne.[http://ec.europa.eu/dgs/inter
nal_audit/about/history/index_en.htm
History of the Internal Audit Service]
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Model audit - Providers of model audit services
1
Given that the concept of formal financial
model audits is thought to have started
with early UK PFIs, many of the longstanding financial model audit firms are
based in London.
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Model audit - Providers of model audit services
1
Some of best known model audit
firms are:
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Model audit - Providers of model audit services
* BDO LLP (having
merged with PKF (UK)
LLP)
1
https://store.theartofservice.com/the-it-service-toolkit.html
Model audit - Providers of model audit services
1
* [http://www.corality.com/model-auditing Corality
Financial Group] (Sydney and London offices)
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Model audit - Providers of model audit services
*
[http://www.mazars.co.uk/Home/Ou
r-expertise/Financial-AdvisoryServices/Project-Finance-andModelling/FinancialModelling/Model-Audit Mazars LLP]
1
https://store.theartofservice.com/the-it-service-toolkit.html
Model audit - Providers of model audit services
* PwC (PwC Australia was
[http://www.pwc.com.au/mediacentre/2013/model-audit-team-oct13.htm
joined by the Mercer Model Audit team in
2013])
1
https://store.theartofservice.com/the-it-service-toolkit.html
Model audit - Providers of model audit services
1
Some newer entrants to the market are based in
Australia but service a global market, such as:
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Model audit - Providers of model audit services
*
[http://www.accessanalytic.com.au/services_
excel_audit.php Access Analytic] (Perth)
1
https://store.theartofservice.com/the-it-service-toolkit.html
Model audit - Providers of model audit services
1
Many of the above firms, such as PwC, BDO,
EY, Mazars and KPMG, are major accounting
firms
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Capital Area Transit (Raleigh) - Long distance transit services
1
The city of Raleigh is served by Amtrak (rail
service), Raleigh-Durham International
Airport|RDU international Airport (air service),
Carolina Trailways (bus service), Greyhound
(bus service), [http://www.skyexpressbus.com
Sky Express] (bus service, direct to China
Town, NYC), [http://www.tornadobus.com
Tornado] (bus service, targeting primarily the
Hispanic population), and
[http://www.myairporter.com Jacksonville
Airporter, Inc](bus service, between RDU and
Jacksonville, NC)
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Bocconi University - IT services
1
Bocconi uses a platform for e-learning on
which teaching materials are posted by
professors, moreover most of the
administrative functions such as
payments, enrollment to exams, study
plan choices are made through the
students' online agenda.
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Bocconi University - IT services
1
A computer lab with computers, printers
and internet-intranet connection is
available for students in the main building.
`The Bocconi campus is entirely covered
by free wireless connection.
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Service request management - IT service catalog
An IT service catalog is a subset of an
enterprise service catalog and is defined
by the Information Technology
Infrastructure Library Information
Technology Infrastructure
Library#Service design|Service Design
to be an exhaustive list of IT-only
services that an organization provides or
offers to its employees or customers. The
catalogue is the only part of the Service
Portfolio that is published to customers
and is used to support the sale and/or
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Università Cattolica del Sacro Cuore - IT services
I-Catt is the student home page which
contains information about suspended
classes, exam schedules, and teachers'
notices. Cattolica uses Blackboard Inc., as
the e-learning platform on which
professors post teaching materials.
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Università Cattolica del Sacro Cuore - IT services
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The telecommunication stations
UCPoint InfoPoint, located in all
campuses, perform clerical duties
and provide information related to
teaching and services.
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Università Cattolica del Sacro Cuore - IT services
In each location
computer labs and
wireless connections
are available.
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Independent Local Radio - Split services
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The first experimental part-time split
service was provided by Radio Forth,
who created Festival City Radio for the
duration of the Edinburgh Festival in
1984
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Independent Local Radio - Split services
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By 1988, the government had decided
that the practice of splitting was
beneficial and a quick way to increase
choice for listeners. The IBA then
began a programme of encouraging ILR
stations to split their services and most
stations had soon complied. The usual
format was to have a gold (oldies)
service on AM and pop music on FM,
although Radio City tried City Talk on
AM before abandoning the format.
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Coaster (San Diego) - Connecting rail and bus transit services
The Coaster connects fully with
Amtrak's Pacific Surfliner at
Oceanside, Solana Beach, and Santa
Fe Depot in San Diego, with more
limited connection service available
at the Old Town Transit Center; Pacific
Surfliner service at Carlsbad Village,
Carlsbad Poinsettia, Encinitas, and
Sorrento Valley is co-offered Coaster
service on 6 of the 22 weekday
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Coaster (San Diego) - Connecting rail and bus transit services
The Coaster also connects with the
Metrolink (Southern California)|Metrolink
rail system at Oceanside, providing
connecting service to Orange, Los
Angeles, Riverside and San Bernardino
counties
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Los Angeles County Sheriff's Department - Transit Services Bureau (#60)
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*Metrolink (Southern
California)|Metrolink
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Los Angeles County Sheriff's Department - Transit Services Bureau (#60)
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*Los Angeles County Metropolitan Transportation
Authority|Los Angeles MTA (Metro)
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Mahanagar Telephone Nigam Limited - MTNL-STPI IT Services Limited
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MTNL-STPI IT Services Ltd. is a 50:50
Joint Venture between Software
Technology Parks of India (STPI) and
Mahanagar Telephone Nigam
Limited, (MTNL).
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Zhores Ivanovich Alferov - Non-profit service
Alferov serves on the
advisory council of CRDF
Global.
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Irvine, CA - Transit services
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At one time Irvine intended to build a
tram / guideway, but in February 2009
the city of Irvine canceled the project
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Bill de Blasio - Transit Service and Traffic Safety
In 2014, de Blasio released a report
dedicated to better transit for New York City.
Some of the ideas brought up in the report
were to rebuild Pennsylvania Station (New
York City)|Penn Station/Madison Square
Garden, create more bus rapid transit
routes,[http://dnwssx4l7gl7s.cloudfront.net/de
blasio/default/page//One%20New%20York%2C%20Rising%20To
gether%20-%20Transit.pdf Better Transit for
New York City] and a Vision Zero initiative to
reduce traffic-related deaths in the city.
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Downtown Ottawa - Transit service
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Albert and Slater carry the Ottawa
Rapid Transit|Transitway through
downtown
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