What Frameworks You Can Use Operational

5/25/2018 What Frameworks You Can Use Operational

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Frameworks

What F rameworks you can use?

There are many different frameworks that can be used for managing the delivery of cost-effective IT

services. Many frameworks only cover a specific aspect of IT (such as information security, service

management, quality etc.). Here are some frameworks that you can use for managing IT services:

- Calder-Moir IT Framework- TickITplusSoftware Quality Management- ISO 27001Information Security Management Systems- ISO/IEC 20000ITSM Standard- IT Service CMMIT Service Capability Maturity Model- Six SigmaQuality and Process Improvement- eSCM-SP v2: eSourcing Capability Model for Service Providers, Version 2- IT Balanced Scorecard- AS 8015-2005- COBITControl Objectives for Information and related Technology- MoRManagement of Risk- Generic Framework for Information Management- BiSLBusiness Information Services Library- ISPLthe Information Services Procurement Library- ITILThe IT Infrastructure Library- eTOMEnhanced Telecom Operations Map- ASLApplication Services Library- MSPManaging Successful Programmes- PRINCE2Projects in Controlled Environments- PMBOKProject Management Body of Knowledge- OPM3Organisational Project Management Maturity Model

We will speak about ITIL( The IT Infrastructure Library) Framework


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About Framework Selected (I TI L )

Information Technology Infrastructure Library (ITIL) is a practice framework for the effective

delivery of IT as a service. ITIL has now become the factor standard forIT Service Management

worldwide.

The Information Technology Infrastructure Library (ITIL) is a collection of management practices to guide

the delivery of information technology services. ITIL provides a comprehensive and integrated set of

service management processes targeted at what it takes to run a successful help desk. The goal of ITIL is

to control the delivery of services that will be high quality while remaining cost-effective.

The benefits of adopting ITIL

From a business perspective, the adoption of ITIL practices by IT service providers whether in-house

providers or external suppliers ensures many benefits, including:

IT services which align better with business priorities and objectives, meaning that the business

achieves more in terms of its strategic objectives

Known and manageable IT costs, ensuring the business better plans its finances

Increased business productivity, efficiency and effectiveness, because IT services are more

reliable and work better for the business users

Financial savings from improved resource management and reduced rework

More effective change management, enabling the business to keep pace with change and drive

business change to its advantage

Improved user and customer satisfaction with IT

Improved end-customer perception and brand image.
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ITIL is centred on the five core publications of the ITIL Lifecycle suite, each of whichaddresses a specific area of IT Service Management:

Service Design Service Transition

Service Operation Service Strategy Continual Service Improvement

ITIL service design guidanceITIL

provides guidance on the provision of quality IT services, and on the processes needed to

support them. The purpose of the service design stage of the lifecycle is to design IT services,

together with the governing IT practices, processes and policies, to realize the service providersstrategy and to facilitate the introduction of these services into supported environments, ensuring

quality service delivery, customer satisfaction and cost-effective service provision.

I TI L Service Designprovides guidance for the design and development of services and service

management practices. It covers:

Design principles and methods for converting strategic objectives into portfolios ofservices and service assets;

The changes and improvements necessary to increase or maintain value to customers overthe lifecycle of services, the continuity of service, achievement of service levels, andconformance to standards and regulations;

Design coordination; Service catalogue management; Service level management Availability management;
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Capacity management; IT service continuity management; Information security management Supplier management.

ITIL service transition guidance

ITIL provides guidance on the provision of quality IT services, and on the processes needed to

support them. The purpose of the service transition stage of the service lifecycle is to ensure that

new, modified or retired services meet the expectations of the business as documented in theservice strategy and service design stages of the lifecycle.

I TI L Service Transiti onprovides guidance on:

the development and improvement of capabilities for transitioning new and changedservices into supported environments, including release planning, building, testing,

evaluation and deployment; service retirement and transfer of services between service providers; how to ensure the requirements from service strategy are effectively realised in in service

operation while controlling the risks of failure and subsequent disruption;

managing the complexity associated with changes to services and service managementprocesses;

allowing for innovation while minimising the unintended consequences of change; introducing new services; changes to existing services (e.g. expansion, reduction, change of supplier, acquisition or

disposal of sections of user base or suppliers, change of requirements or skillsavailability);

decommissioning and discontinuation of services, applications or other servicecomponents.

ITIL service operation guidance

ITIL provides guidance on the provision of quality IT services, and on the processes needed tosupport them. The aim of the service operation stage of the ITIL service lifecycle is to coordinate

and carry out the processes required to deliver and manage services to business users and

customers, and to manage the technology used to deliver and support services.

I TI L Service Operationdescribes best practice for managing services in supportedenvironments, and provides guidance which includes:

how to maintain stability in service operation; process guidelines, methods and tools for reactive and proactive control perspectives; knowledge to allow better decision-making relating to:

o managing the availability of services,o controlling demand,o optimising capacity utilisation,o scheduling of operations,o avoiding or resolving service incidents and managing problems;


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new models and architectures such as:o shared services,o utility computing,o web services,o mobile commerce to support service operation.

ITIL service strategy guidance

ITIL provides guidance on the provision of quality IT services, and on the processes needed to

support them. Service strategy is at the core of the ITIL service lifecycle, and defines the strategythat a service provider needs in order to meet a customers business outcomes.

I TI L 2011 Service Strategydescribes those principles underpinning the practice of servicemanagement which are useful for developing service management policies, guidelines and

processes across the ITIL service lifecycle. It provides guidance on how to design, develop, and

implement service management as a strategic asset as well as an organisational capability.

I TI L 2011 Service Strategyincludes practical guidance and examples where relevant, providing

a view of ITIL that aligns business and IT, to their mutual benefit.

Topics covered in I TI L 2011 Service Strategyinclude:

The development of market spaces Characteristics of internal and external provider types Service assets The service portfolio and implementation of strategy through the service lifecycle Business relationship management Demand management Financial management Organisational development Strategic risk

ITIL continual service improvement guidance

ITIL provides guidance on the provision of quality IT services, and on the processes needed tosupport them. The purpose of the CSI stage of the lifecycle is to align IT services with changing

business needs by identifying and implementing improvements to IT services that support

business processes.

I TI L 2011 Continual Service Improvementprovides guidance in four main areas:

The overall health of ITSM as a discipline; The continual alignment of the service portfolio with the current and future business

needs;

The maturity and capability of the organisation, management, processes and peopleutilised by the services;

Continual improvement of all assets that support them.


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Service Strategy - Demand management- Financial management- Strategy Generation- Service Portolio Management

Service Design - Service Catalogue management- Service Level management- Capacity management- Availability management- Service Continuity managemet- Information Security management- Supplier managemen

Service Transition - Knowledge management- Charge management- Asset and Configuration

management

- Release and Deploymentmanagement

- Transition Planning and Support- Service Validation and Testing- Evaluation

Service Operations - Incident management- Problem management- Event management- Request Fulfillment- Access management- Operations management- Service Desk- Application management- Technical management- IT Operations

Continual Service Improvement - Service Measurement- Service Reporting- Service Improvement


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Benefits and features associated with the ITIL lifecycle stages

Adopting ITILs guidance could provide such benefits as reduced costs, improved IT

services through the use of published best practices, higher customer satisfaction from amore professional approach to service delivery, less wasted effort by following a

standard, and improved management of third-party services. ITIL is designed to

complement the other IT frameworks, not to replace them. The help desk is usually thefront line for the user to report problems; therefore, ITIL has an interface to ISO

27002:2007 information security services. We can use ITIL as one of the triggers for

incident response outside of the help desk.

Reference:

- http://www.itgovernance.co.uk/frameworks.aspx- CISA Certified Information Systems Auditor Book- OGC- Exclusive briefing benefits of ITIL
http://www.itgovernance.co.uk/frameworks.aspxhttp://www.itgovernance.co.uk/frameworks.aspxhttp://www.itgovernance.co.uk/frameworks.aspx


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What Frameworks You Can Use Operational

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