1. 1

2. 2 Set and Manage Expectations Carefully

4. 4 بلوغ فنی بلوغ سیستمی بلوغ سازمانی

5. Slide 5 SERVICE STRATEGY Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. ® SERVICE ASSETS GENERAL CONCEPTS AND DEFINITIONS Service Assets are the capabilities or resources of a service provider. Capabilities = The ability of an organization, person, process, application, Configuration Item, or IT service to carry out an activity. Capabilities are intangible assets and cannot produce value by themselves, without adequate and appropriate resources. Resources = I nclude IT infrastructure, people, money, or anything else that might help deliver an IT service. Typically, resources are tangible assets and are relatively easier to acquire than capabilities. Organizations use resource and capability assets to create value in the form of goods and services. Management Organization Processes Knowledge People Financial Capital Infrastructure Applications Information People A1 A2 A3 A4 A5 A6 A7 A8 A9 CapabilitiesResources Resources and capabilities are the basis for value creation © Crown Copyright 2007 Reproduced under licence from OGC

6. 6 IT Roadmap

7. 7 QA Procedures Processes and Procedures Security Principles ITIL IT Governance C OBI T PERFORMANCE: Business Goals CONFORMANCE Basel II, Sarbanes- Oxley Act, etc. Drivers ISO 9001:2000 ISO 27002 ISO 20000 Best Practice Standards Enterprise Governance COSO Balanced Scorecard

8. 8 12.05.20098 Integrated management system

9. Organisations will consider and use a variety of IT models, standards and best practices. These must be understood in order to consider how they can be used together, with C OBI T acting as the consolidator (‘umbrella’). ISO 9000 ISO 27002 ITIL COSO WHAT HOW SCOPE OF COVERAGE COBIT

10. 10 از بیرون ببینیم... نامشخص بودن وضعیت رخدادها و درخواست ها عدم وجود نقطه تماس واحد طولانی بودن زمان رسیدگی به رخدادها و درخواست ها عدم وجود فهرست خدمات در دسترس

11. 11 عدم نگهداری یکپارچه‌ی اطلاعات و سوابق دیدگاه نادرست از کارایی سیستم عدم بودجه بندی مناسب و آگاهی از هزینه ها و از درون، عدم وجود پایگاه دانش متمرکز عدم ثبت و ارزیابی تغییرات عدم شناسایی وابستگی ‌ های خدمات

12. 12 از بالا ببینیم ! کاهش رضایتمندی کسب و کار از فناوری اطلاعات به دلیل عدم آشنایی با عملکرد آن عدم توجه فناوری اطلاعات به راهبردها و نیازهای سازمان رویکرد ناهمگون در خدمات مختلف

13. 13

14. 14 درک ارزش پروژه ‌ ها و خدمات توسط سازمان مشکلات کمتر در پیاده ‌ سازی و نگهداری خدمات خدمات متناسب با نیاز سازمان خدمات جدید سازگار با وضعیت فعلی

15. 15 Methods Used to Manage IT Services

16. 16 Service Strategy in the Lifecycle Model Service Strategy Continual Service Improvement Service Design Service Transition Service Operation

17. 17 Key Processes Service Portfolio Management Demand Management Financial Management

18. 18 The Business / Customers Requirements Service Strategy Service Strategy Strategies Policies Resources & Constraints Resources & Constraints Service Level Packages Service Level Packages Service Portfolio

19. 19 SERVICE DESIGN IN THE LIFECYCLE MODEL Service Strategy Continual Service Improvement Service Design Service Transition Service Operation

20. 20 Key Processes Service Catalogue Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management

21. 21 The Business / Customers Requirements Service Design Service Design Solution Designs Solution Designs Architectures Standards Service Design Packages Service Design Packages Service Strategy Service Strategy Strategies Policies Resources & Constraints Resources & Constraints Service Level Packages Service Level Packages Service Portfolio

22. 22 SERVICE TRANSITION IN THE LIFECYCLE MODEL Service Strategy Continual Service Improvement Service Design Service Transition Service Operation

23. 23 Key Processes Change Management Service Asset & Configuration Management Release & Deployment Management

24. 24 The Business / Customers Requirements Service Design Service Design Solution Designs Solution Designs Architectures Standards Service Design Packages Service Design Packages Service Transition Service Transition Plans Transition Plans Tested Solutions Tested Solutions Service Knowledge Management System Service Knowledge Management System Service Strategy Service Strategy Strategies Policies Resources & Constraints Resources & Constraints Service Level Packages Service Level Packages Service Portfolio

25. 25 SERVICE OPERATION IN THE LIFECYCLE MODEL Service Strategy Continual Service Improvement Service Design Service Transition Service Operation

26. 26 Key Processes Incident Management Request Fulfillment Problem Management Event Management Access Management

27. 27 The Business / Customers Requirements Service Design Service Design Solution Designs Solution Designs Architectures Standards Service Design Packages Service Design Packages Service Transition Service Transition Plans Transition Plans Tested Solutions Tested Solutions Service Knowledge Management System Service Knowledge Management System Service Operation Service Operation Operational Plans Operational Plans Operational Services Operational Services Service Strategy Service Strategy Strategies Policies Resources & Constraints Resources & Constraints Service Level Packages Service Level Packages Service Portfolio

28. 28 Continual Service Improvement Stage Service Strategy Continual Service Improvement Service Design Service Transition Service Operation

29. 29 The Business / Customers Requirements Service Design Service Design Solution Designs Solution Designs Architectures Standards Service Design Packages Service Design Packages Service Transition Service Transition Plans Transition Plans Tested Solutions Tested Solutions Service Knowledge Management System Service Knowledge Management System Service Operation Service Operation Operational Plans Operational Plans Operational Services Operational Services Continual Service Improvement Continual Service Improvement Actions & Plans Improvement Actions & Plans Service Strategy Service Strategy Strategies Policies Resources & Constraints Resources & Constraints Service Level Packages Service Level Packages Service Portfolio

30. فرایندهای چرخه حیات خدمات