Interfacing and Adopting ITIL and COBIT

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Given that IT is operationally critical and strategic to enterprise success, then adopting best professional management practices should be a managementimperative. ITIL and COBIT are two of the most widely adopted frameworks for supporting IT governance and management improvement initiatives and when used together as complementary tools can provide an even more powerful solution to your organizations service management and governance needs.

However, every enterprise needs to tailor these practices to suit their individual requirements and overcome common obstacles to ensure that any improvement initiative is driven by business priorities and requirements.

This is where this publication can help you. If you are already using ITIL or COBIT,it will show you how to effectively adopt and utilize these two best practices ascomplementary tools, resulting in improved IT service capability that is aligned with business and governance requirements. If you are new to ITIL or COBIT, it will provide a useful overview of the advantages of both practices and how and why they can be used together.

By following the guidance in this publication, you will learn how to realize thevalue from your IT investments and services, enabling you to achieve cost-effective IT solutions, as well as better governance and management of IT services.

9 780113 314522

IS B N 978-0-11-331452-2

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Interfacing and Adopting ITIL and COBIT

London: TSO

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Published by TSO (The Stationery Office), part of Williams Lea and available from:

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Mail, Telephone, Fax & E-mailTSOPO Box 29, Norwich, NR3 1GNTelephone orders/General enquiries: 0333 202 5070Fax orders: 0333 202 5080E-mail: customer.services@tso.co.ukTextphone: 0333 202 5077

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The Stationery Office 2015

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the permission of the publisher.

Copyright in the typographical arrangement and design is vested in The Stationery Office Limited. Applications for reproduction should be made in writing to The Stationery Office Limited, St Crispins, Duke Street, Norwich, NR3 1PD.

Applications for reproduction should be made in writing to The Stationery Office Limited, St Crispins, Duke Street, Norwich NR3 1PD.

The information contained in this publication is believed to be correct at the time of manufacture. Whilst care has been taken to ensure that the information is accurate, the publisher can accept no responsibility for any errors or omissions or for changes to the details given.

This product includes COBIT 5 2012 ISACA used by permission of ISACA. All rights reserved

The AXELOS swirl logo is a trade mark of AXELOS LimitedThe AXELOS logo is a trade mark of AXELOS LimitedThe Best Management Practice Official Publisher logo is a trade mark of AXELOS LimitedPRINCE2 is a registered trade mark of AXELOS LimitedMoP is a registered trade mark of AXELOS LimitedITIL is a registered trade mark of AXELOS LimitedM_o_R is a registered trade mark of AXELOS LimitedCOBIT 5 is a registered trademark of ISACA

A CIP catalogue record for this book is available from the British Library

A Library of Congress CIP catalogue record has been applied for.

First published 2015

ISBN 9780113314522

Printed in the United Kingdom for The Stationery Office Material is FSC certified. Sourced from responsible sources.

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http://www.tsoshop.co.ukmailto:customer.services@tso.co.uk

Contents

List of figures and tables v

Acknowledgements vi

1 Introduction 1

1.1 Todays business view of IT 3

1.2 The benefits of ITIL and COBIT 4

1.3 Objectives of this guide 4

2 ITIL and COBIT 7

2.1 Introduction to COBIT 9

2.2 COBIT 5 overview 10

2.3 COBIT 5 process model 11

2.4 COBIT 5 implementation 13

2.5 Introduction to ITIL 14

2.6 ITIL Service Strategy 15

2.7 ITIL Service Design 16

2.8 ITIL Service Transition 17

2.9 ITIL Service Operation 18

2.10 ITIL Continual Service Improvement 19

3 Governance and management of IT services 21

3.1 Business context value 23

3.2 IT risk 25

3.3 Information is a key resource for all enterprises 26

3.4 Key drivers affecting service management 27

3.5 Governance and management activities related to IT services 27

4 Practical applications for using ITIL and COBIT together 31

4.1 Objective 1 Delivering value from an IT service 33

4.2 Objective 2 Aligning IT services with enterprise objectives and risks 34

4.3 Objective 3 Developing IT solutions and services to align with desired business outcomes 38

4.4 Objective 4 Aligning IT service level agreements with business objectives 41

4.5 Objective 5 Ensuring IT services are defined and delivered securely 43

4.6 Objective 6 Managing enterprise and IT service supplier relationships 45

4.7 Objective 7 Optimizing the portfolio of IT services and the service catalogue to deliver benefits and optimize costs 46

5 Achieving required service capability and monitoring performance 49

5.1 The importance of assessing capability 51

5.2 Driving a positive improvement culture 52

5.3 How to assess capability 53

5.4 Driving improvement 53

5.5 Monitoring performance 59

6 Conclusions 61

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iv | Interfacing and Adopting ITIL and COBIT

Bibliography and further reading 65

Appendix A: COBIT and ITIL mapping 69

Appendix B: Examples of mappings based on enterprise goals 95

Index 103

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List of figures and tablesFIGURES

Figure 2.1 Meeting stakeholder needs 10

Figure 2.2 Processes for governance of enterprise IT 12

Figure 2.3 Seven phases of the implementation lifecycle 14

Figure 2.4 The ITIL service lifecycle 15

Figure 4.1 COBIT value creation 33

Figure 4.2 The overall value chain 35

Figure 5.1 Ensuring strategic alignment 52

Figure 5.2 Continual service improvement approach 57

TABLES

Table 3.1 The objectives of effective governance and management of IT services 28

Table 4.1 COBIT 5 enterprise goals 36

Table 4.2 COBIT 5 IT-related goals 37

Table 4.3 COBIT 5 processes mapped to ITIL guidance for aligning objectives 39

Table 4.4 COBIT 5 processes mapped to ITIL guidance for designing and developing solutions and services 40

Table 4.5 COBIT 5 processes mapped to ITIL guidance for aligning IT service level agreements with business objectives 42

Table 4.6 COBIT 5 processes mapped to ITIL guidance for ensuring IT services are defined and delivered securely 44

Table 4.7 COBIT 5 processes mapped to ITIL guidance for managing enterprise and IT service supplier relationships 45

Table 4.8 COBIT 5 processes mapped to ITIL guidance for optimizing the portfolio of IT services and the service catalogue to deliver benefits and optimize costs 47

Table 5.1 IT service management maturity paths 53

Table A.1 COBIT 5 enterprise goals mapped to IT-related goals 72

Table A.2 IT-related goals mapped to IT processes 76

Table A.3 Risk scenarios mapped to IT processes 82

Table A.4 COBIT 5 IT-related processes mapped to ITIL 2011 guidance 91

Table B.1 Cascade example top 10 COBIT 5 processes based on the enterprise goal of customer-oriented service culture 97

Table B.2 Cascade example top 10 COBIT 5 processes based on the enterprise goal of business service continuity and availability 99

Table B.3 Cascade example top 10 COBIT 5 processes based on the enterprise goal of optimization of service delivery costs 100

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Acknowledgements

AUTHOR

Gary Hardy, IT Winners

REVIEWERS

We would like to thank those who participated in the quality assurance of this publication, generously donating their time to reviewing this title, including:

Claire Agutter ITSM Zone

Duncan Anderson Global Knowledge

Johannes Botha get-IT-right.com

James Doss itvaluequickstart.com

Lucio Augusto Molina Focazzio Independent consultant

Jimmy Heschl Red Bull

John E. Jasinski C5Plugin

Christian F. Nissen CFN People

Marco Smith ICORE Ltd

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1 Introduction

1.1 TODAYS BUSINESS VIEW OF IT

For many years, IT has been an enabler for enterprise success and a strategic tool for increasing competitive advantage. Now IT has become pervasive in all aspects of business activity, public service and personal communications. IT services are embedded in business processes and have become an integral part of enterprise operations. With the expansion of the internet providing high-capacity and low-cost mobile communications,