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IT Infrastructure Library (ITIL) Berda Drata Willy Permana Putra Agustus 2010.

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Presentasi berjudul: "IT Infrastructure Library (ITIL) Berda Drata Willy Permana Putra Agustus 2010."— Transcript presentasi:

1 IT Infrastructure Library (ITIL) Berda Drata Willy Permana Putra Agustus 2010

2 Sejarah >Sejarah ITIL dimulai tahun 1980 dimana era IT dunia mulai berkembang. >Berawal dari PM Inggris, Margaret Thatcher yang menghabiskan lebih dari 8 Miliar Pounsterling untuk menyelesaikan masalah-masalah kualitas IT dalam pemerintahan. >Margaret Thatcher memberikan tekanan politik kepada CCTA (Central Computer & Telephone Agency) untuk melakukan penghematan anggaran IT. >CCTA adalah organisasi pemerintah Inggris yang mengendalikan anggaran IT. >Kemudian dilakukan studi bersama untuk melaksanakan praktek- praktek terbaik dalam IT yang bertujuan untuk memberikan keandalan dan menurunkan anggaran IT. >Pertama kali adalah GITIM (Government Information Technology Infrastucture Management), kerangka ini sangat berbeda sekali dari versi ITIL saat ini, tetapi secara konseptual sama yaitu berfokus kepada dukungan layanan IT. Kemudian studi selesai 11 tahun kemudian yaitu tahun 1991 yang disebut dengan ITIL. 2August 26, 2010 Compiled By Berda & Willy

3 What Is ITIL?  ITIL adalah cara-cara melakukan terobosan bisnis dengan cara penggunaan perencanaan tata kelola dan pengalokasian kualitas layanan TI  Menyelaraskan TI dengan kebutuhan bisnis jasa  Satu set praktik terbaik, bukan metodologi  Memberikan pelayanan yang optimal dengan biaya minimun  IT Infrastucture library memberikan sebuah perangkat terpadu dari praktek-praktek terbaik untuk melayani manajemen IT 3August 26, 2010 Compiled By Berda & Willy

4 ITIL-2 >Dikarenakan terlalu panjang dan banyaknya volume dalam ITIL, mengakibatkan terlalu melimpahnya informasi dan terlalu birokratis, terlalu banyak kertas kerja dan dokumentasi sehingga perlu dilakukan perbaikan dan pengurangan volume serta kompleksitas ITIL. >Solusinya adalah merubah pandangan mengenai “bagaimana seharusnya” menjadi “bagaimana melaksanakan” struktur IT, yang kemudian dikenal dengan ITIL-2 (revisi utama dari ITIL) yang memfokuskan kepada fungsi dari Internet. >Pada tahun 2000, CCTA menjadi bagian dari OGC (Office of Government Commerce). ITIL-2 menjadi usaha global tidak hanya usaha di Inggris. Kemudian ITSMF (IT Service Management Forum) dibentuk yang bertanggung jawab atas isi ITIL-2. >Pada tahun 2001, ITIL-2 diterbitkan dimana mengkonsolidasikan ITIL-1 dari 42 volume menjadi hanya 8 volume, sehigga ITIL-2 bisa lebih diterima daripada ITIL-1. Kemudian pada tahun 2002 ITIL-2 direvisi oleh BS August 26, 2010 Compiled By Berda & Willy

5 ITIL-3 >Pada tahun 2005, ITIL direvisi oleh ITMSF yang dikenal dengan ITIL-3 (revisi ke-2 ITIL) dan dirilis pada tahun >Dikalangan komunitas IT, sebelum diterbitkan ITIL-3 lebih populer dibandingkan dengan ITIL-2. >ITIL-3 menggunakan pendekatan IT “Service Life Cycle” yaitu bagaimana cara meningkatkan apa yang dimiliki untuk memastikan penyesuaian terhadap standar baru yang memberikan penyesuaian terhadap proses upgrade Hardware dan Software. 5August 26, 2010 Compiled By Berda & Willy

6 Perkembangan ITIL-3 >ITIL-3 bukanlan sebuah standar tetapi hanya kerangka yang berisi 8 seri praktek-praktek terbaik mengenai IT service management dan distribusi IT service yang berkualitas tinggi. 6August 26, 2010 Compiled By Berda & Willy

7 8 seri ITIL >Software Asset Management >Service Support >Service Delivery >Planning to Implement Service Management >ICT Infrastructure Management >Application Management >Security Management >Business Perspective, Volume II 7August 26, 2010 Compiled By Berda & Willy

8 2 komponen operasional ITIL Terdapat 2 komponen operasional ITIL yaitu :  Service Support (yaitu aktifitas yang dilaksanakan minimal setiap hari)  Service Delivery (yaitu aktivitas yang dilaksanakan minimal setahun/kuartal/bulanan) 8August 26, 2010 Compiled By Berda & Willy

9 Core ITIL Processes 9August 26, 2010 Compiled By Berda & Willy

10 SERVICE SUPPORT >The Service Desk >Incident Management >Problem Management >Configuration Management >Release Management >Change Management 10August 26, 2010 Compiled By Berda & Willy

11 CMDB Incidents Problems Known Errors ChangesReleases Monitoring Tools Incidents Change Management Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management Problem Management Incident Management Customer Survey reports Communications Updates Work-arounds Releases Difficulties Queries Enquiries CMDB reports CMDB statistics Policy standards Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Service reports Incident statistics Audit reports Changes Cls Relationships Service Desk Customer Survey reports The Business, Customers or Users ITIL ® v2 Service Support Model 11

12 The Service Desk >Tujuan :  Untuk melaksanakan single point of contact antara User dan IT Service Management dan memeriksa status hubungan semua customer.  Menangani Incidents dan permintaan, serta memberikan arahan untuk kegiatan lain seperti Change, Problem, Configuration, Release, Service Level, and IT Service Continuity Management >Kegiatan :  Menerima dan merekam semua panggilan dari user.  Memberikan first-line support (menggunakan pengetahuan)  Mengacu kepada second-line support bila diperlukan.  Monitoring dan peningkatan peningkatan bahaya-bahaya yang terjadi.  Menjaga informasi user.  Memberikan ruang antara disiplin ITSM.  Memberikan pengukuran dan metrik 12August 26, 2010 Compiled By Berda & Willy

13 CMDB Incidents Problems Known Errors ChangesReleases Monitoring Tools Incidents Change Management Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management Problem Management Incident Management Customer Survey reports Communications Updates Work-arounds Releases Difficulties Queries Enquiries CMDB reports CMDB statistics Policy standards Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Service reports Incident statistics Audit reports Changes Cls Relationships Service Desk Customer Survey reports The Business, Customers or Users ITIL ® v2 Service Support Model 13

14 Incident Management Tujuan : >Untuk kembali ke operasi normal secepat dan sebisa mungkin dengan gangguan seminimal mungkin, yang memastikan bahwa tingkat pencapaian terbaik dari availability Dan service telah terpelihara.  Incident definition, semua peristiwa yang tidak sesuai standar operasi yang disebabkan atau mungkin disebabkan gangguan atau pengurangan kualitas service.  Work-around definition, sebuah metode untuk menghindari Incident atau masalah, salah satunya dengan menggunakan teknik sementara atau tetap sehingga user tidak lagi percaya kepada Configuration Item (CI) yang diketahui sebagai penyebab failure. 14August 26, 2010 Compiled By Berda & Willy

15 CMDB Incidents Problems Known Errors ChangesReleases Monitoring Tools Incidents Change Management Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management Problem Management Incident Management Customer Survey reports Communications Updates Work-arounds Releases Difficulties Queries Enquiries CMDB reports CMDB statistics Policy standards Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Service reports Incident statistics Audit reports Changes Cls Relationships Service Desk Customer Survey reports The Business, Customers or Users ITIL ® v2 Service Support Model 15

16 Problem Management Tujuan : >Untuk meminimalkan pengaruh yang merugikan dalam bisnis yang diakibatkan incident dan masalah yang disebabkan oleh error dalam infrastuktur.  Problem definition –Sebab yang tidak diketahui yang diakibatkan satu atau lebih incident  Known Error definition –Sebuah incident atau problem yang sebabnya diketahui. 16August 26, 2010 Compiled By Berda & Willy

17 CMDB Incidents Problems Known Errors ChangesReleases Monitoring Tools Incidents Change Management Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management Problem Management Incident Management Customer Survey reports Communications Updates Work-arounds Releases Difficulties Queries Enquiries CMDB reports CMDB statistics Policy standards Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Service reports Incident statistics Audit reports Changes Cls Relationships Service Desk Customer Survey reports The Business, Customers or Users ITIL ® v2 Service Support Model 17

18 Change Management Tujuan : >Proses perubahan pengendalian infrastuktur atau aspek lain dari services, dalam cara yang dikendalikan, memberikan persetujuan perubahan dengan gangguan yang minimal. >Change Management memastikan bahwa metode standarisasi dan prosedur digunakan untuk efisinsi dan meyakinkan penanganan semua perubahan. >Changes dapat memberikan solusi atas Problems, Known Errors. 18August 26, 2010 Compiled By Berda & Willy

19 CMDB Incidents Problems Known Errors ChangesReleases Monitoring Tools Incidents Change Management Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management Problem Management Incident Management Customer Survey reports Communications Updates Work-arounds Releases Difficulties Queries Enquiries CMDB reports CMDB statistics Policy standards Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Service reports Incident statistics Audit reports Changes Cls Relationships Service Desk Customer Survey reports The Business, Customers or Users ITIL ® v2 Service Support Model 19

20 Release Management Tujuan : >Release Management memberikan pandangan yang menyeluruh mengenai perubahan dalam IT service dan memastikan seluruh aspek dalam Release, baik teknik maupun non teknik 20August 26, 2010 Compiled By Berda & Willy

21 21 Release Management Activities Development Environment Controlled Test Environment Live Environment Configuration Management Database (CMDB) & Software Library Design & Develop Or order & Purchase software Distribute & Install Release Planning Release Policy Build & Configure The release Fit for Purpose testing Release Accept- ance Roll-out planning Communi- cate, Prep. & training Release Management August 26, 2010 Compiled By Berda & Willy

22 CMDB Incidents Problems Known Errors ChangesReleases Monitoring Tools Incidents Change Management Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management Problem Management Incident Management Customer Survey reports Communications Updates Work-arounds Releases Difficulties Queries Enquiries CMDB reports CMDB statistics Policy standards Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Service reports Incident statistics Audit reports Changes Cls Relationships Service Desk Customer Survey reports The Business, Customers or Users ITIL ® v2 Service Support Model 22

23 Configuration Management Tujuan : >Menyediakan pengendalian infrastuktur melalui monitoring dan pemeliaharaan informasi atas : >Memberikan informasi mengenai infrastruktur IT kepada semua pemroses dan IT Management. 23August 26, 2010 Compiled By Berda & Willy

24 SERVICE DELIVERY >Service Level Management >Availability Management >IT Service Continuity Management >Capacity Management >Financial Management for IT Services 24August 26, 2010 Compiled By Berda & Willy

25 ITIL ® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Service Level Management Availability Management Capacity Management Financial Management For IT Services IT Service Continuity Management Communications Updates Reports Requirements Targets Achievements SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Alerts and Exceptions Changes Management Tools 25

26 Service Level Management Tujuan : >Untuk memelihara dan memperbaiki kualitas IT service, melalui siklus tetap mengenai pemahaman, persetujuan, monitoring, pelaporan dan pencapaian IT service. Service Level Management mengatur dan memperbaiki tingkat persetujuan service antara dua pihak.(The provider <>customer) 26August 26, 2010 Compiled By Berda & Willy

27 ITIL ® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Service Level Management Availability Management Capacity Management Financial Management For IT Services IT Service Continuity Management Communications Updates Reports Requirements Targets Achievements SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Alerts and Exceptions Changes Management Tools 27

28 Availability Management Tujuan : >Untuk mencapai capabilitas IT infrastructure dan mendukung organisasi untuk mendistribusikan biaya yang efektif dan tingkat availability yang terus menerus yang memungkinkan kepuasan sebagai tujuannya. 28August 26, 2010 Compiled By Berda & Willy

29 29 Availability Management process Availability Management ActivitiesOutputInput Business availability requirements Business Impact assessments Availability, reliability and maintainability requirements Incident and Problem data Configuration and monitoring data Service Level Achievements Availability and recovery design criteria IT Infrastructure resilience and risk assessment Agreed targets for availability, reliability and maintainability Reports of availability, reliability and maintainability achieved Availability monitoring Availability improvement plans August 26, 2010 Compiled By Berda & Willy

30 ITIL ® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Service Level Management Availability Management Capacity Management Financial Management For IT Services IT Service Continuity Management Communications Updates Reports Requirements Targets Achievements SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Alerts and Exceptions Changes Management Tools 30

31 Capacity Management Tujuan : >Untuk memahami kebutuhan bisnis di masa mendatang (the required service delivery), operasi perusahaan (the current delivery), dan memastikan seluruh kapasitas saat ini dan masa yang akan datang serta aspek- aspek yang dibutuhkan yang memberikan biaya yang efektif. 31August 26, 2010 Compiled By Berda & Willy

32 ITIL ® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Service Level Management Availability Management Capacity Management Financial Management For IT Services IT Service Continuity Management Communications Updates Reports Requirements Targets Achievements SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Alerts and Exceptions Changes Management Tools 32

33 Financial Management for IT Services Tujuan :  Untuk memberikan pekerjaan dengan biaya yang efektif dan penggunaan keuangan serta IT asset dalam Services 33August 26, 2010 Compiled By Berda & Willy

34 ITIL ® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Service Level Management Availability Management Capacity Management Financial Management For IT Services IT Service Continuity Management Communications Updates Reports Requirements Targets Achievements SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Alerts and Exceptions Changes Management Tools 34

35 IT Service Continuity Management Tujuan : >Untuk mendukung kesuruhan proses Business Continuity Management dengan memastikan teknik dan fasilitas IT service yang dibutuhkan dapat dipenuhi dengan time-scale bisnis yang disetujui dan dipersyaratkan. 35August 26, 2010 Compiled By Berda & Willy

36 Service Management Processes Service DeliveryService Support 36August 26, 2010 Compiled By Berda & Willy

37 Dua karakteristik dasar konsep ITIL >Service management, IT mengatur :  Memberikan pertimbangan atas operasi dan pemeliharaan yang dibutuhkan.  Membangun test plans  Mengidentifikasi effect atas perubahan sistem yang baru atau dimodifikasi terhadap infrastruktur saat ini.  Menentukan kebutuhan yang akan datang. >Customer orientation, IT services memberikan tingkat kualitas yang dapat dipercaya. Untuk menjamin kualitas tersebut 37August 26, 2010 Compiled By Berda & Willy

38 Gartner Research Study 12/04 38August 26, 2010 Compiled By Berda & Willy

39 Gartner Research Study 12/04 39August 26, 2010 Compiled By Berda & Willy

40 IT Governance Defined as: The management of risk & compliance. “The overall methodology by which IT is directed, administered and controlled ” ComplianceGovernance 40

41 August 26, 2010 Compiled By Berda & Willy Three Pillars of IT Governance IT Governance Infrastructure Management IT Use/Demand Management IT Project Management 41

42 August 26, 2010 Compiled By Berda & Willy Managing Ever-Increasing Complexity 42

43 August 26, 2010 Compiled By Berda & Willy Identity Manager The Business World View Firewall Network Applications Switch Load Balancer Portal SAP PSFTSiebel Web Services 3 rd Party applications End User Web Servers Databases Router Mainframe Database Black Box 43

44 August 26, 2010 Compiled By Berda & Willy The Cruel Reality Source: Gartner 44

45 August 26, 2010 Compiled By Berda & Willy Addressing These Challenges: Improving Engagement and Efficiency WHAT IS ENGAGEMENT? Doing the Right Things IT’s ability to partner with the business to maintain alignment and maximize return from IT investments WHAT IS EFFICIENCY? Doing Things Right IT’s ability to make the best use of its people, budgets and assets 45

46 August 26, 2010 Compiled By Berda & Willy IT Seen as Black Box: -Business lacks visibility -Poor customer satisfaction Overwhelming Demand: -Unstructured capture of requests and ideas -No formal process for prioritization and trade-offs -Reactive vs. proactive IT and Biz Divide -Business thinks in IT services – IT delivers in technology terms -Costs disassociated with services $ $ $ Obstacles Prevent Effective Engagement 46

47 August 26, 2010 Compiled By Berda & Willy Disparate Systems Reduce Efficiency -No Single System of Record for Decision-Making -IT Management systems siloed -Relevant Metrics Hard to Obtain -Disparate Systems Costly to Maintain and Upgrade 47

48 August 26, 2010 Compiled By Berda & Willy IT Governance Landscape 48

49 August 26, 2010 Compiled By Berda & Willy Comprehensive Portfolio Management -Services, projects, assets, applications -Systematic evaluation and prioritization -Map controls to compliance requirements -100% visibility into strategic initiatives -A single invoice to the customer for all services Integrated Demand Management -Capture, catalog, and prioritize all demand -Manage service requests from help desks -Match resources to highest-value initiatives How to Improve Engagement? Structured IT Governance Process Business Intelligence for the BRM -Visibility into all services that support LOB -Detailed cost invoices 49

50 August 26, 2010 Compiled By Berda & Willy How to Improve Efficiency? Comprehensive Management Comprehensive Resource Management -Drive maximum utilization of in-house and outsourced resources -Capture time and allocate staff for any type of investment -Advance Resource Mgmt capabilities Scalable, Transparent Status Capture -Capture time and cost of all activities in a single repository for charge-backs and reporting -Capture asset costs through integration with Asset Management Solution World-Class Project Execution -Leverage best practices across entire project portfolio -Rapid time to value Empower the PMO -Automate, enforce, and report on process compliance 50

51 August 26, 2010 Compiled By Berda & Willy Approaches Currently In Use >Business As Usual - “Firefighting” >Legislation - “Forced” >Best Practice Focused 51

52 August 26, 2010 Compiled By Berda & Willy Best Practices What is not defined cannot be controlled What is not controlled cannot be measured What is not measured cannot be improved Quality & Control Models ISO 900x C OBI T ® TQM EFQM Six Sigma COSO Deming etc.. Process Frameworks ITIL ® Application Service Library Gartner CSD IBM Processes EDS Digital Workflow Microsoft MOF Telecom Ops Map etc.. 52

53 August 26, 2010 Compiled By Berda & Willy ITIL ® v2 to v3 Planning To Implement Service Management Service Management Service Support Service Delivery TheBusinessTheBusiness The Business Perspective Application Management ICT Infrastructure Management TheTechnologyTheTechnology Security Management Introduction to ITIL Software Asset Management Small-Scale Implementation 53

54 August 26, 2010 Compiled By Berda & Willy ITIL ® v2 to v3 54

55 August 26, 2010 Compiled By Berda & Willy IT Governance and ITIL ® Version 3 55

56 August 26, 2010 Compiled By Berda & Willy Service Strategies >Service Strategy Process  Strategy Generation  IT Financial Management  Service Portfolio Management  Demand Management >Organizational Development & Design >Implementing Service Strategy 56

57 August 26, 2010 Compiled By Berda & Willy Service Design Service Management Blueprint >Service Design Principles >Service Design Process  Service Portfolio Design  Service Catalogue Mgmt  Service Level Mgmt  Capacity Mgmt  Availability Mgmt  Service Continuity Mgmt  Information Security Mgmt  Supplier Mgmt >Service Design Technology >Service Design Implementation 57

58 August 26, 2010 Compiled By Berda & Willy Service Transition >Service Transition Principles >Service Transition Process  Change Management  Service Asset & Configuration Mgmt  Knowledge Management  Service Release Planning  Performance and Risk evaluation  Acquire Assets, Build and Test Release  Service Release Acceptance Test and Pilot  Deployment, Decommission and Transfer 58

59 August 26, 2010 Compiled By Berda & Willy Service Operation >Service Operation Principles >Service Operation Process  Event Management  Incident Management  Request Fulfillment  Problem Management  Access Management >Common Service Operation Activities  IT Operations (Console, Job Scheduling etc.)  Mainframe Support  Server Mgmt and Support  Desktop Support, Middleware Mgmt, Internet/Web Mgmt  Application Mgmt Activities >IT Security >Organization Service Operation  Service Desk  Technical Management  IT Operations Management  Application Management Service Design Implementation 59

60 August 26, 2010 Compiled By Berda & Willy Continual Service Improvement >Continual Service Improvement Principles >Continual Service Improvement Process  Measurement and Control  Service Measurement  Service Assessment and Analysis  Service Level Management >Organizing for Service Continual Improvement 60

61 August 26, 2010 Compiled By Berda & Willy Improvement actions & plans Continual Service Improvement Service Operation Operational services Operational Plans Service Transition Transition Plans Tested solutions SMKS Service Design Solution Designs Architectures Standards SDPs Service Portfolio Service Catalogue The Business / Customers Service Strategy Strategies Policies Resource and constraints Objectives from Requirements IT Governance (New Product Development, Project Mgmt, Resource Mgmt, Financial Mgmt, and Demand Mgmt) IT Governance (New Product Development, Project Mgmt, Resource Mgmt, Financial Mgmt, and Demand Mgmt) IT Governance (Demand, Risk & Control, Service Portfolio, Project Financial Mgmt, Business Relationship Mgmt, and Process Management) IT Governance (Demand, Risk & Control, Service Portfolio, Project Financial Mgmt, Business Relationship Mgmt, and Process Management) IT Governance (Demand, Resource, Process Mgmt, and Project Mgmt) IT Governance (Demand, Resource, Process Mgmt, and Project Mgmt) IT Governance (Resource Mgmt, Project Mgmt, and Process Management) IT Governance (Resource Mgmt, Project Mgmt, and Process Management) IT Governance (Process Mgmt, Project Mgmt, and Bus Relationship Mgmt) IT Governance (Process Mgmt, Project Mgmt, and Bus Relationship Mgmt) 61

62 August 26, 2010 Compiled By Berda & Willy C OBI T ® IT OPERATIONS Audit Models Quality Systems & Mgmt. Frameworks Service Mgmt. App. Dev. (SDLC) Project Mgmt. IT Planning IT Security Quality System IT Governance Model COSO ISO PMI PMBOK PRINCE2 ISO Six Sigma TSO IS Strategy ASL CMMi Sarbanes- Oxley US Securities & Exchange Commission ITIL ® BS ISO

63 63 Summary of the ITIL Framework Business Continuity Users Customers Application Management Service Level Management Financial Management Performance & Capacity Availability Management Asset/Configuration Management Change/Task Management Security Release Management Incident Management Problem Management Service Desk Network & Operations Management Service SupportService Delivery Service Reporting Customer Supplier Relationship Are customers happy with the service. Do we understand their business needs Have we enough machines & resources to deliver required business services What services & related infrastructure components are critical to the business. How quickly can we restore key services in the event of a disaster I we meeting agreed service targets with customers. Are engineers turning up on time What business services have been unavailable & what has been the impact. What investment have we in machines, are we getting value for money How may break- in attempts have been recorded & viruses removed Have the new services & resources been successfully implemented What changes & upgrades are planned for next month & where, What resources are required What resources, how many & where are they located. How are they configured, what are the dependencies What are the root causes of problems. What areas for improvement have been identified How many service requests & complaints have we solved this month What has been our performance & workloads Proactive automated radio events to engineer - e.g service offline, low space, poor performance What new applications & project are being introduced (ASL) Single point of contact control & communication for customers August 26, 2010 Compiled By Berda & Willy

64 Benefits of ITIL to IT Department 64August 26, 2010 Compiled By Berda & Willy

65 How to Make IT a Reality? Critical Success Factors Theory – ITIL ® / C OBI T ® / etc.  Guidelines for Best Practices  Provides the theory but not always defines the process  Education is an important component  Guidelines for Best Practices  Provides the theory but not always defines the process  Education is an important component Technology – CA and others  Provide the technology that enables & automates the process  Repeatability, compliance & notifications  Implement processes impossible without technology  Provide the technology that enables & automates the process  Repeatability, compliance & notifications  Implement processes impossible without technology Process  Convert theory to process that is applicable to the unique needs of the organization  Training & Education  Tool configuration  Convert theory to process that is applicable to the unique needs of the organization  Training & Education  Tool configuration 65

66 August 26, 2010 Compiled By Berda & Willy Governance: Meeting Customer Needs Leveraging Best Practices Best Practices: Industry and CA best practices are applied to all of our solutions to maximize standardization and quality Best Practices: ITIL ®, C OBI T ®, COSO, ITAM, ITSM, Six Sigma, etc. 66

67 August 26, 2010 Compiled By Berda & Willy The Result Business-IT Integration IT Business 67

68 IT Governance – Leveraging ITIL ® v2/v3 for Governance Success Greg Charles, Ph.D. VP and Senior Advisor, Western U.S. ITIL, Governance & Best Practices Lead, Global Customer Success Group CA, Inc. Terima Kasih


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