Yhteys2009
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The document discusses how business is evolving and the need for individuals to evolve as well. It introduces ITIL, COBIT and ISO 20000 frameworks for IT service management best practices. The document also discusses process management and maturity levels to help organizations improve processes and services.
Yhteys2009
- 1. Business is evolving, you should too. Yhteys 2009: Parhaat käytännöt - parempi Service Desk! Ben Kalland, Tieturi Helsinki, Tampere, Turku, Tukholma, Göteborg | www.tieturi.fi
- 2. Tieturi - Accredited Training Provider by EXIN Tieturi is officially accredited as Accredited Training Provider by EXIN, the Examination Institute for Information Science ITIL ® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo™ is a Trade Mark of the Office of Government Commerce. ITILV3F-4.2.2 2
- 3. ITIL ? Service Strategy (SS) Service Design (SD) Service Transition (ST) Service Operation (SO) Continual Service Improvement (CSI) ITILV3F-4.2.2 3
- 4. ISO 20000 ? ITILV3F-4.2.2 4
- 5. COBIT ? requirements information nto ni ow con nd au by troll ke ed b dit bro d y re ed su ea wi m th derived from ce for outcome an rm rfo im by th ple fo ed rp e wi rm d me rm fo te nte at fo di ur er au dw it p ith y based on IT Governance Institute – COBIT 4.1 Executive Overview, 2007 5
- 6. Parhaat käytännöt? • mitä on pakko tehdä? • mitä kaikki muut tekevät? • mikä on paras käytäntö? ITILV3F-4.2.2 6
- 7. Prosessi Prosessin tarvitsemaa Prosessi tietoa Muut prosessit Aktiviteetti 1 Lopputulos Aktiviteetti 2 Asiakas Aktiviteetti 3 Prosessin mittaaminen Liipaisu 7
- 8. Service Management Prosessimalli Prosessin johtaminen Prosessin Prosessin omistaja tavoitteet Prosessin Prosessi- Liipaisu dokumentointi palaute Prosessi Prosessin Prosessin aktiviteetit Prosessin roolit Prosessin Mittarit Prosessin Prosessin Prosessin Input proseduurit parantaminen Output Prosessin työohjeita raportit Prosessin edellytykset Prosessin Prosessi resurssit osaaminen 8
- 9. Prosessin kehittäminen Business vision, What is the vision? mission, goals and objectives Baseline Where are we now? assessments How do we keep Where do we want Measurable the momentum going? to be? targets Service & process How do we get there? improvement Measurements & Did we get there? metrics ITILV3F-4.2.2 9
- 10. Prosessin kypsyystaso 5. Optmised --------------------- Learning, adjusting 4. Managed proactive --------------------- Measured processes Proactive 3. Defined --------------------- Defined processes Regular, planned 2. Repeatable --------------------- Defined processes Reactive, unplanned 1.Initial --------------------- Undefined processes Reactive, unplanned
- 11. IT Governance Maturity Level 2003-2007 IT Governance Global Status Report 2008, IT Governance Institute 11
- 12. ITIL Incident Management From Event Mgmt From Web Interface User Phone Call Email Technical Staff Incident Identification Incident Logging Incident Categorization Yes Service Request? To Request Fulfilment No Incident Prioritization Yes Major Incident Procedure Major Incident? No Initial Diagnosis Yes Functional Escalation Yes Functional Escalation Needed? 2/3 Level Management Yes Hierarchic Escalation No Escalation Needed? Investigation & No Diagnosis Resolution and Recovery Incident Closure End ITILV3F-4.2.2 12
- 13. Cobit: Manage Service Desk
- 14. ISO 20 000 - Incident Management • All incidents shall be recorded • Procedures shall define recording, prioritization, business impact, classification, escalation and formal closure of all incidents • The customer shall be kept informed of the progress of their reported incident • Staff involved in incident management shall have access to relevant information such as known errors, problem resolutions and CMDB • Major incidents shall be classified and managed according to a process • Priority should be based on impact and urgency
- 15. Tieturin prosessityökalu • Yhdistetty COBITitsta, ITIListä, ISO 20 000 :sta • Jokaisesta tärkeimmät vaatimukset • Yksinkertainen, nopea, suoraviivainen • Kypsyysarvio kymmenessä minuutissa • Perustaso, baseline • Apu prosessien kehittämiseen
- 16. Lisätietoja: Ben Kalland ITIL Expert, CobiT, ISO20000 certified Akkreditoitu ITIL kouluttaja, konsultti [email protected] Tieturi Oy, HTC Santa Maria Tammasaarenkatu 5 00180 HELSINKI www.tieturi.fi/itil