1. IT Governance – Leveraging ITIL® v2/v3 for Governance Success
Greg Charles, Ph.D.
VP and Senior Advisor,
Global Customer Success Group
Western U.S. ITIL, Governance &
Best Practices Lead
CA, Inc.
May 2008

2. Governance Compliance
IT Governance
Defined as: The management of risk & compliance.
“The overall methodology by which IT is directed, administered and controlled”
Governance
Compliance
April 16, Copyright © 2008 CA

3. Three Pillars of IT Governance
April 16, Copyright © 2008 CA

4. Managing Ever-Increasing Complexity
April 16, Copyright © 2008 CA

5. 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
April 16, Copyright © 2008 CA

6. The Cruel Reality Source: Gartner Screen Scrape Message Queue Sockets
Download
File
Transaction
ORB
CICS Gateway
APPC
RPC
Sockets
Application
Source: Gartner
April 16, Copyright © 2008 CA

7. 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
April 16, Copyright © 2008 CA

8. 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
April 16, Copyright © 2008 CA

9. 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
April 16, Copyright © 2008 CA

10. IT Governance Landscape
April 16, Copyright © 2008 CA

11. 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
April 16, Copyright © 2008 CA

12. 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
April 16, Copyright © 2008 CA

13. Approaches Currently In Use
Business As Usual - “Firefighting”
Legislation - “Forced”
Best Practice Focused
April 16, Copyright © 2008 CA

14. 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
April 16, Copyright © 2008 CA

15. 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
April 16, Copyright © 2008 CA

16. 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
April 16, Copyright © 2008 CA

17. 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
April 16, Copyright © 2008 CA

18. IT Governance and ITIL® Version 3
April 16, Copyright © 2008 CA

19. Service Strategies Service Strategy Process
Strategy Generation 
IT Financial Management 
Service Portfolio Management 
Demand Management
Organizational Development & Design
Implementing Service Strategy
April 16, Copyright © 2008 CA

20. 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
April 16, Copyright © 2008 CA

21. 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
April 16, Copyright © 2008 CA

22. 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
April 16, Copyright © 2008 CA

23. 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
April 16, Copyright © 2008 CA

24. 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)
April 16, Copyright © 2008 CA

25. 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
April 16, Copyright © 2008 CA

26. COBIT® (Control Objectives for IT)
Focused on IT Standards and Audit, COBIT® is jointly “owned/maintained” by ITGI and ISACA (Information Systems Audit and Control Association)
Based on over 40 International standards
Supported by over 150 IT Governance Chapters
Best Practices:
Industry and CA best practices are applied to all of our solutions to maximize standardization and quality
April 16, Copyright © 2008 CA

27. The COBIT® Cube 4 Domains 34 Processes 318 Control Objectives
(Business Requirements)
4 Domains
34 Processes
318 Control Objectives
____
215 in COBIT® 4.0
April 16, Copyright © 2008 CA

28. Acquisition & Implementation
COBIT® Domains - Summary
Acquisition & Implementation
(AI Process Domain)
Planning &
Organization
(PO Process Domain)
Monitoring
(M Process Domain)
Delivery & Support
(DS Process Domain)
April 16, Copyright © 2008 CA

29. Theory – ITIL® / COBIT® / etc. Technology – CA and others
How to Make IT a Reality?
Key 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
April 16, Copyright © 2008 CA

30. Making IT Easier
Customer maturity isolates appropriate transition point, blueprint & ROI
April 16, Copyright © 2008 CA

31. Tools to Aid Success Maturity Model Solution Sheets
Transitional Maturity
ROI Tool
Process Model
Assessments
Profilers
Blueprints
April 16, Copyright © 2008 CA

32. 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
April 16, Copyright © 2008 CA

33. The Result Business-IT Integration
April 16, Copyright © 2008 CA

34. 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.
May 2008