Transcript Document

Driving Value from IT Services
using ITIL and COBIT 5
July 24, 2013
Gary Hardy
ITWinners
Poor IT Governance can cause major problems
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Risky and challenging IT decisions
• Business and IT alignment – who’s accountable?
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Risky and challenging IT decisions
• Nimbleness – can we react in time to new opportunities?
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Risky and challenging IT decisions
• Service levels – acceptable quality, reliability and availability?
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Risky and challenging IT decisions
• Outsourcing, off-shoring, cloud – beneficial or risky?
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Risky and challenging IT decisions
• Network security – are we protected?
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Risky and challenging IT decisions
• Portable data devices – are we losing data?
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Risky and challenging IT decisions
• Regulations – do we comply?
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Risky and challenging IT decisions
• Budgets – why are IT costs so high?
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Risky and challenging IT decisions
• Investments – do we have a business case and ROI?
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Top management IT service issues
• Need to improve IT service delivery
• Critical to the success of enterprise objectives
• Outsourcing options – new service paradigms – Cloud etc.
• Procurement – being successful with service acquisition & provision
• Regulatory pressures
• What’s the acceptable level of control?
• Increasing risks, such as security and privacy
• Focus on IT costs
• Value delivered and ROI
• Cost reduction – budgets are tightening, need to spend wisely
• Low management trust and confidence
• Alignment – doing what matters most with scarce resources
• IT processes often poorly defined and immature
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Making sure services meet business needs
• IT Service capabilities need to be:
• Defined according to customer’s requirement
• Prioritised according to overall business needs
• Measurable in terms meaningful to the customer
• Specified in terms of operational requirements
• Stable and reliable – appropriate quality of service
• Managed and controlled (so objectives are met and risks
are managed)
• Cost effective (so scarce resources can be optimised, and
service providers can be profitable)
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Introducing COBIT 5
IT is complex IT Governance doesn’t have to be!
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COBIT 5 : Creating Value for the Enterprise
Optimizing
Resources
Optimizing
Risks
Realizing Benefits
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How COBIT and ITIL add value
• COBIT5 provides an over-arching management
framework
• “WHAT” to do for all IT activities
• Management tools to drive top down direction
• ITIL provides the “HOW” for service management
• COBIT5 helps link ITIL best practices to real business
requirements
• The “WHAT” to the “HOW”
• COBIT5’s assessment tools:
• Tell management – is the ship on course?
• Help get management commitment to drive change
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Example 1 - Delivering value from an IT service
COBIT 5
Investment
Opportunity
Business
Case
IT
Project
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Business
Process
IT Application
Capability
IT Service
Capability
Business
Value
IT Infrastructure
Capability
ITIL
Opportunity
Business Process
Development
Costs
Benefit Realisation
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Example 2 - Aligning IT services to the business
Required Business Outcomes from
IT Services
Are they
aligned?
Service Level Agreements
Reliable Processes Based on Good Practices
Service Delivery
Operational Level Agreements
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Example 2 - Aligning IT services to the business
COBIT5 Enterprise
Goals & Risks
Are they
aligned?
COBIT5 IT-related Goals
COBIT5 IT Process Good Practices
ITIL IT Service Capabilities
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Example 3 - Developing IT Solutions and Services
Step 1: Aligning objectives:
•
EDM01 - governance structures and decision mechanisms to drive business engagement
and accountability for business requirements.
•
EDM02 - stake-holders articulate business needs via business cases with clear description of
the desired benefits.
•
EDM04 - direction for how services should be sourced in support of business needs.
•
APO01 - policies, guiding principles, processes, and clear roles and responsibilities in place
regarding definition of requirements and solutions and services.
•
APO02 - alignment between strategic business and IT objectives.
•
APO03 - IT services developed in a standardized way to be integrated with business
processes and information architectures.
•
APO08 - effective communication between business process owners and IT service
managers to define service requirements.
•
APO09 - business oriented SLAs approved by business stakeholders.
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Example 3 - Developing IT Solutions and Services
Step 1: Aligning objectives:
Focus on these COBIT 5 Processes
ITIL 2011 Section
EDM01 Ensure Governance Framework Setting
and Maintenance
SS5.1 Governance
EDM02 Ensure Benefits Delivery
SS5.6.6. Preparing a Business Case; CSI5.6 Return on Investment
EDM04 Ensure Resource Optimisation
SS5.1 Governance; SS5.4 IT Service Strategy and Enterprise Architecture
APO01 Manage the IT Management
Framework
SS5.2 Establishing and Maintaining a Service Management System; SS6 Organizing for Service Strategy;
SD6 Organizing for Service Design; ST6 Organizing for Service Transition; ; SO6 Organizing for Service
Operation; CSI 4.1 The Seven-Step Improvement Process; CSI5.2 Assessments
APO02Manage Strategy
SS4.1 Strategy Management for IT Services; SS5.3 IT Service Strategy and the Business
APO03 Manage Enterprise Architecture
SS5.4 IT Service Strategy and Enterprise Architecture
APO08 Manage Relationships
SS4.4 Demand Management; SS4.5 Business Relationship Management
APO09 Manage Service Agreements
SS4.2 Service Portfolio Management; SS4.4 Demand Management; SD4.2 Service Catalogue
Management; SD4.3 Service Level Management
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Example 3 - Developing IT Solutions and Services
Step 2: Designing and developing solutions and services:
BAI01 - planning and monitoring as a programme, focused on business outcomes
and delivery of value, monitored by a value management office;
BAI02 - requirements are understood and defined as business outcomes
BAI03 - solutions are identified and verified to be able to deliver the desired
business outcomes, and effectively sourced.
BAI04 - infrastructure capacity and availability requirements have been considered.
BAI05 - organisational change aspects in the business – how people and processes
need to be adapted to meet the new way of working.
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Example 3 - Developing IT Solutions and Services
Step 2: Designing and developing solutions and services:
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Focus on these COBIT 5 Processes
ITIL 2011 Section
BAI01 Manage Programmes and Projects
SS5.6.7 The Project Charter; SS5.6.7 Go/no go; SD4.1 Design Coordination
BAI02 Manage Requirements Definition
SD4.1 Design Coordination; SD5.1 Requirements Engineering; SD8.2 Service Level
Requirements
BAI03 Manage Solutions Identification
and Build
SS5.5 IT Service Strategy and Application Development; SS5.6 Establishing a Strategy for
Implementing Service Management Processes; SD5.2 Management of Data and Information;
SD5.3 Management of Applications; SD7.1 Service Design Tools; SD7.2 Service Management
Tools
BAI04 Manage Availability and Capacity
SD4.4 Availability Management; 4.5 Capacity Management
BAI05 Manage Organisational Change
Enablement
SS5.6.2 Defining the Vision and Mission for the Service Management Implementation; SS6.1
Organizational Development; SS6.2 Organizational Change; CSI4.1 The Seven-Step
Improvement Process
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Other Examples
4. Delivering value from an IT service
5. Aligning IT service level agreements to business objectives
6. Ensuring IT services are defined and delivered securely
7. Managing enterprise and IT service supplier relationships including
reference to Cloud
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Importance of Skills Development
Current COBIT 5 Training Approach
Implementation
Assessor
How do I
implement
COBIT
effectively?
How do I
measure &
improve
COBIT?
Foundation
Do I understand
the
fundamentals of
the COBIT
Framework?
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Importance of Skills Development
Interfacing ITIL and COBIT
Practical Guidance
Current COBIT 5 Training Approach
Implementation
Assessor
How do I
implement
COBIT
effectively?
How do I
measure &
improve
COBIT?
Foundation
Do I understand
the
fundamentals of
the COBIT
Framework?
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Importance of Skills Development
Current ITIL Training Approach
ITIL Intermediate
ITIL MALC
How do I
apply ITIL
effectively?
Managing
the Lifecycle
ITIL Foundation
Do I understand
the
fundamentals of
the ITIL
Framework?
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Importance of Skills Development
Interfacing ITIL and COBIT
Practical Guidance
Current ITIL Training Approach
ITIL Intermediate
ITIL MALC
How do I
apply ITIL
effectively?
Managing
the Lifecycle
ITIL Foundation
Do I understand
the
fundamentals of
the ITIL
Framework?
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Thank you
Contact details:
Gary Hardy
[email protected]
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