BIL 424 NETWORK ARCHITECTURE AND SERVICE PROVIDING

IT SERVICE MANAGEMENT ( ITSM ) IT service management (ITSM) refers to the entirety of activities that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers. ITSM is directed by policies, organized and structured in processes and supporting procedures. It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology.

IT SERVICE MANAGEMENT ( ITSM ) As a discipline, ITSM has ties and common interests with other IT and general management approaches, e.g., quality management, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO 9000 or ISO/IEC 27000. CMMI(Capability Maturity Model Integration) models provide guidance for developing or improving processes that meet the business goals of an organization. A CMMI model may also be used as a framework for appraising the process maturity of the organization. CMMI originated in software engineering but has been highly generalized over the years to embrace other areas of interest, such as the development of hardware products, the delivery of all kinds of services, and the acquisition of products and services.

ISO/IEC 20000 ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011.

ISO 20000 Processes Overall management system Planning and implementing service management Planning and implementing new/changed services Service delivery processes Capacity management Service continuity and availability management Service level management Service reporting Information security management Budgeting and accounting for IT services Release processes Release management Resolution processes Incident management Problem management Relationship processes Business relationship management Supplier management Control processes Configuration management Change management 09.05.2018

ITIL ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business. ITIL is constantly evolving and in its current form is known as ITIL 2011 edition, which is an updated expansion of ITIL 2007 edition (previously known as V3). V3 replaced V2 (phased out in June 2011) and provided a more holistic perspective on the full life cycle of services and supporting components needed to deliver services to the customer. In its current form (known as ITIL 2011 edition), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage.

ITIL ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization ….” (Wikipedia) ITIL provides a systematic approach to the provision and management of IT services, from inception through design, implementation, operation, and continual improvement. ITIL defines Service Management as “a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes that are used to manage services over their lifecycle.”

ITIL The processes, procedures, functions and roles that facilitate effective IT service are defined in the five core ITSM Lifecycle stages: IT Service Strategy IT Service Design IT Service Transition IT Service Operation IT Continual Service Improvement

ITIL SERVICE LIFECYCLE The five core books cover each stage of the service lifecycle, from the initial definition and analysis of business requirements in Service Strategy and Service Design, through migration into the live environment within Service Transition, to live operation and improvement in Service Operation and Continual Service Improvement.

ITIL Lifecycle/Processes High Level Overview 5 stages Multiple processes per stage Natural life cycle of a service from pre-birth (planning) to retirement and replacement Many processes are familiar: Change Management Asset Management Incident and Problem Management

COBIT Control Objectives for Information and Related Technology (COBIT) is a framework created by ISACA (Information Systems Audit and Control Association) for information technology (IT) management and IT governance. It is a supporting toolset that allows managers to bridge the gap between control requirements, technical issues and business risks.

Key Driving Forces for COBIT How IT is organised to respond to the requirements What the stakeholders expect from IT The resources made available to—and built up by—IT Business Requirements IT Resources IT Processes Plan and Organise Aquire and Implement Deliver and Support Monitor and Evaluate Data Application systems Technology Facilities People Effectiveness Efficiency Confidentiality Integrity Availability Compliance Information reliability

Process Orientation Domains Natural grouping of processes, often matching an organisational domain of responsibility Processes A series of joined activities with natural control breaks Activities or Tasks Actions needed to achieve a measurable result—activities have a life cycle, whereas tasks are discrete

Process Orientation IT Domains IT Processes Activities Plan and Organise Acquire and Implement Deliver and Support Monitor and Evaluate IT Processes IT strategy Computer operations Incident handling Acceptance testing Change management Contingency planning Problem management Activities Record new problem. Analyse. Propose solution. Monitor solution. Record known problem. Etc. … Natural grouping of processes, often matching an organisational domain of responsibility A series of joined activities with natural (control) breaks Actions needed to achieve a measurable result—activities have a life cycle, whereas tasks are discrete

Cobit Framework IT Processes Defined Within Four Domains Monitoring Planning and Organization Delivery and Support Acquisition and Implementation

Planning and Organization P01 define a strategic IT plan P02 define the information architecture P03 determine the technological direction P04 define IT organization and relationships P05 manage the IT investment P06 communicate management aims and direction P07 manage human resources P08 ensure compliance with external requirements P09 assess risks P10 manage projects P11 manage quality

Acquisition and Implementation AI1 identify solutions AI2 acquire and maintain application software AI3 acquire and maintain technology architecture AI4 develop and maintain IT procedures AI5 install and accredit system AI6 manage changes acquire and maintain

Delivery and Support DS1 define service levels DS2 manage third party services DS3 manage performance and capacity DS4 ensure continuous service DS5 ensure system security DS6 identify and attribute cost DS7 educate and train users DS8 assist and advise IT customers DS9 manage the configuration DS10 manage problems and incidents DS11 manage data DS12 manage facilities DS13 manage operations

Monitoring M1 monitor the processes M2 asses internal control adequacy M3 obtain independent assurance M4 provide for independent audit