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

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. August 26, 2010 Compiled By Berda & Willy

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 August 26, 2010 Compiled By Berda & Willy

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 15000. August 26, 2010 Compiled By Berda & Willy

ITIL-3 Pada tahun 2005, ITIL direvisi oleh ITMSF yang dikenal dengan ITIL-3 (revisi ke-2 ITIL) dan dirilis pada tahun 2007. 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. August 26, 2010 Compiled By Berda & Willy

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. August 26, 2010 Compiled By Berda & Willy

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 August 26, 2010 Compiled By Berda & Willy

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) August 26, 2010 Compiled By Berda & Willy

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

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

ITIL® v2 Service Support Model The Business, Customers or Users Monitoring Tools Difficulties Queries Enquiries Communications Updates Work-arounds Incidents Incidents Service Desk Customer Survey reports Changes Incident Management Customer Survey reports Problem Management Releases Service reports Incident statistics Audit reports Change Management Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management CMDB reports CMDB statistics Policy standards Audit reports Problems Known Errors Cls Relationships Incidents Changes Releases CMDB August 26, 2010 Compiled By Berda & Willy

The Service Desk Tujuan : Kegiatan : 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 August 26, 2010 Compiled By Berda & Willy

ITIL® v2 Service Support Model The Business, Customers or Users Monitoring Tools Difficulties Queries Enquiries Communications Updates Work-arounds Incidents Incidents Service Desk Customer Survey reports Changes Incident Management Customer Survey reports Problem Management Releases Service reports Incident statistics Audit reports Change Management Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management CMDB reports CMDB statistics Policy standards Audit reports Problems Known Errors Cls Relationships Incidents Changes Releases CMDB August 26, 2010 Compiled By Berda & Willy

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. August 26, 2010 Compiled By Berda & Willy

ITIL® v2 Service Support Model The Business, Customers or Users Monitoring Tools Difficulties Queries Enquiries Communications Updates Work-arounds Incidents Incidents Service Desk Customer Survey reports Changes Incident Management Customer Survey reports Problem Management Releases Service reports Incident statistics Audit reports Change Management Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management CMDB reports CMDB statistics Policy standards Audit reports Problems Known Errors Cls Relationships Incidents Changes Releases CMDB August 26, 2010 Compiled By Berda & Willy

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. August 26, 2010 Compiled By Berda & Willy

ITIL® v2 Service Support Model The Business, Customers or Users Monitoring Tools Difficulties Queries Enquiries Communications Updates Work-arounds Incidents Incidents Service Desk Customer Survey reports Changes Incident Management Customer Survey reports Problem Management Releases Service reports Incident statistics Audit reports Change Management Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management CMDB reports CMDB statistics Policy standards Audit reports Problems Known Errors Cls Relationships Incidents Changes Releases CMDB August 26, 2010 Compiled By Berda & Willy

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. August 26, 2010 Compiled By Berda & Willy

ITIL® v2 Service Support Model The Business, Customers or Users Monitoring Tools Difficulties Queries Enquiries Communications Updates Work-arounds Incidents Incidents Service Desk Customer Survey reports Changes Incident Management Customer Survey reports Problem Management Releases Service reports Incident statistics Audit reports Change Management Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management CMDB reports CMDB statistics Policy standards Audit reports Problems Known Errors Cls Relationships Incidents Changes Releases CMDB August 26, 2010 Compiled By Berda & Willy

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 August 26, 2010 Compiled By Berda & Willy

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

ITIL® v2 Service Support Model The Business, Customers or Users Monitoring Tools Difficulties Queries Enquiries Communications Updates Work-arounds Incidents Incidents Service Desk Customer Survey reports Changes Incident Management Customer Survey reports Problem Management Releases Service reports Incident statistics Audit reports Change Management Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management CMDB reports CMDB statistics Policy standards Audit reports Problems Known Errors Cls Relationships Incidents Changes Releases CMDB August 26, 2010 Compiled By Berda & Willy

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

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

ITIL® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Communications Updates Reports Availability Management Service Level Management Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Capacity Management SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports Requirements Targets Achievements Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Financial Management For IT Services Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports IT Service Continuity Management IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Management Tools Alerts and Exceptions Changes August 26, 2010 Compiled By Berda & Willy

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) August 26, 2010 Compiled By Berda & Willy

ITIL® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Communications Updates Reports Availability Management Service Level Management Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Capacity Management SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports Requirements Targets Achievements Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Financial Management For IT Services Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports IT Service Continuity Management IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Management Tools Alerts and Exceptions Changes August 26, 2010 Compiled By Berda & Willy

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. August 26, 2010 Compiled By Berda & Willy

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

ITIL® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Communications Updates Reports Availability Management Service Level Management Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Capacity Management SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports Requirements Targets Achievements Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Financial Management For IT Services Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports IT Service Continuity Management IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Management Tools Alerts and Exceptions Changes August 26, 2010 Compiled By Berda & Willy

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. August 26, 2010 Compiled By Berda & Willy

ITIL® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Communications Updates Reports Availability Management Service Level Management Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Capacity Management SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports Requirements Targets Achievements Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Financial Management For IT Services Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports IT Service Continuity Management IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Management Tools Alerts and Exceptions Changes August 26, 2010 Compiled By Berda & Willy

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

ITIL® V2 Service Delivery Model Business, Customers and Users Queries Enquiries Communications Updates Reports Availability Management Service Level Management Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Capacity Management SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports Requirements Targets Achievements Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Financial Management For IT Services Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports IT Service Continuity Management IT continuity plans BIS and risk analysis Requirements defined Control centers DR contracts Reports Audit reports Management Tools Alerts and Exceptions Changes August 26, 2010 Compiled By Berda & Willy

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. August 26, 2010 Compiled By Berda & Willy

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

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 August 26, 2010 Compiled By Berda & Willy

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

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

Governance Compliance IT Governance Defined as: The management of risk & compliance. “The overall methodology by which IT is directed, administered and controlled” Governance Compliance August 26, 2010 Compiled By Berda & Willy

Three Pillars of IT Governance August 26, 2010 Compiled By Berda & Willy

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

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

The Cruel Reality Source: Gartner Screen Scrape Message Queue Sockets Download File Transaction ORB CICS Gateway APPC RPC Sockets Application Source: Gartner August 26, 2010 Compiled By Berda & Willy

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

Obstacles Prevent Effective Engagement $ $ $ 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 IT Seen as Black Box: Business lacks visibility Poor customer satisfaction 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 August 26, 2010 Compiled By Berda & Willy

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

How to Improve Engagement? Structured IT Governance Process Integrated Demand Management Capture, catalog, and prioritize all demand Manage service requests from help desks Match resources to highest-value initiatives 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 Business Intelligence for the BRM Visibility into all services that support LOB Detailed cost invoices August 26, 2010 Compiled By Berda & Willy

How to Improve Efficiency? Comprehensive Management Empower the PMO Automate, enforce, and report on process compliance World-Class Project Execution Leverage best practices across entire project portfolio Rapid time to value 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 August 26, 2010 Compiled By Berda & Willy

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

Best Practices Quality & Control Models ISO 900x COBIT® 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.. •What is not defined cannot be controlled •What is not controlled cannot be measured •What is not measured cannot be improved August 26, 2010 Compiled By Berda & Willy

ITIL® v2 to v3 Introduction to ITIL Planning To Implement Service Management Service Management Service Support Delivery T h e B u s i n The Business Perspective Application Management ICT Infrastructure Management T e c h n o l o g y Security Management Introduction to ITIL Software Asset Management Small-Scale Implementation August 26, 2010 Compiled By Berda & Willy

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

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

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

US Securities & Exchange Commission IT Governance Model COBIT® Sarbanes- Oxley US Securities & Exchange Commission Audit Models COSO Service Mgmt. App. Dev. (SDLC) Project Mgmt. IT Planning IT Security Quality System Quality Systems & Mgmt. Frameworks ISO CMMi Six Sigma ITIL® BS 15000 ISO 20000 ASL ISO 17799 PMI PMBOK PRINCE2 TSO IS Strategy IT OPERATIONS August 26, 2010 Compiled By Berda & Willy

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

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

How to Make IT a Reality? Critical Success Factors Theory – ITIL® / COBIT® / etc. Process Guidelines for Best Practices Provides the theory but not always defines the process Education is an important component Convert theory to process that is applicable to the unique needs of the organization Training & Education Tool configuration Technology – CA and others Provide the technology that enables & automates the process Repeatability, compliance & notifications Implement processes impossible without technology August 26, 2010 Compiled By Berda & Willy

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

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

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