itsm with adoit

BOC BOC--Group (www.bocGroup (www.boc --group.com)group.com)

IT Service Managementwith ADOit

- Scenarios, Approaches, Results -

- 2 - BOC BOC--Group (www.bocGroup (www.boc --group.com)group.com)

Contents

1. Aims and Objectives

2. Conditions and Requirements

3. Project Approach and Work Packages


Contents





Aims and Objectives

Establishment of key demand structures for the IT G lobal Organisation

Defining the needed support requested by international kernels and process deviations

Defining the needed communication and reporting structures to manage the performance of delivery

Defining the support of needed control and compliance demands

Business / IT Alignment

Establishment of best practices for IT processes

Defining global IT services

Defining international kernels for core, support and management processes

Allowing regional/local deviation where needed

Harmonization of the international service centres

Certification of IT service processes for specific IT services

Increase service quality , efficiency and effectiveness

Implementation of a management system to ensure quality of IT services

Adoption of the organizational structure for needs of ISO 20000

ISO 20000 Certification


Contents





Conditions and Requirements

Consideration of existing IT documentations

Startup check for existing documentation

Transfer of IT documentation (ppt, vsd) into ADOit

Usage of existing documentation

Early involvement of TUV key personnel

Efficient determination and development of proper service responsibility candidates

Efficient knowledge transfer to TUV personnel for the ongoing success of service development efforts

Cooperation with TUV Consultants

Consideration of the TUV Business Unit Structure

Defining IT support for the business unit specific kernels / core processes

Defining IT support for the group-wide support and management processes

Business Unit Organization

Use of BOCs ITIL reference modelsITIL reference models


Contents





Project Approach and Work Packages

Define the Modeling

framework

Define Services and components

Process definition

Release and publication

IT Service Management withIT Service Management with ADOADO itit

Project definition

and Kick Off

Assessment and inventory

Define the scope of the project

ADOit usage and role concept

Project Kick Off:- Scheduling- Success factors- etc.

Define the scope of the modeling framework:

- Modeling guidelines

- etc.

Define Service catalogue

Select services to be certified

Define relevant IT service processes

Import the ISO 20000 implementation guide into ADOit

Development of IT service processes based on reference models regarding to the ISO 20000 standard:

- Define interfaces- Define roles- etc.

Documentation of the implementation

Release the IT service processes

Publicize the IT service processes



Assessment and inventory

Scope of the project

Project sponsors?

Who operates program management (e.g. Controlling)?

Requirements of IT strategy

ADOit usage- / role concept

Installation (DB, C/S, )

Administrator, Modeler, Folder / Rights structure

Project Kick Off

Project participants

Group responsibilities for ADOit usage concept

Scheduling

Work packages

Milestones

Success factors

Project risks

Define review team

Define certifier

Define the Modeling

framework


Process definition


Project definition

and Kick Off

WP Project definition and Kick OffWP Project definition and Kick Off


IT Projects

Business architecture

Application architecture

ICT Infrastructure

Software Architecture

IT Service Management Processes

IT Strategy

Organization


Define the Modeling

framework


Process definition


Project definition

and Kick Off

WP Define Scope of the Modeling framework (1/2)WP Define Scope of the Modeling framework (1/2)

Modeling guidelines

Modeling direction

Usage of classes

Usage of attributes

Define approval and release structures

Consult the scope with the certifier

Expected results vs. defined documentation



Define the Modeling

framework


Process definition


Project definition

and Kick Off

WP Define Scope of the Modeling framework (2/2)WP Define Scope of the Modeling framework (2/2)

Process management(Best-Practices, KPIs, Information, Goals, Interfaces, etc.)

Risk management(Risks, KPIs, Control objectives, Evaluation, etc.)

Resources (Data, SLM, Service-Catalogue, HR, etc.) IT Governance (Service

Measurement, Business Impact Analysis, Compliance, Maturity Checks, ICS, etc.)

IT Strategy (Service strategies, Projects, Goals, Scopes, KPIs, etc.)

ITIL 3.0ITIL 3.0



Define the Modeling

framework


Process definition


Project definition

and Kick Off

WP Define Services and componentsWP Define Services and components

Define service catalogue

Select services to be certified

Define sub-services and components

Consult the selection with the certifier

Define relevant service processes

Service catalogueService catalogue

Businessprocess

IT service

Application InfrastructureelementCommunication

elementIT serviceprocess

consists of

uses

SLA

UCOLA

Infrastructure services

Infrastructure services

Application services

Application services

Business services

Business services

Level of detail needs to be clarified.

optional



Define the Modeling

framework


Process definition


Project Definition

and Kick Off

WP Process definition (1/2)WP Process definition (1/2)

Import the ISO 20000 implementation guide into ADOit

Development of the IT service processes based on th e ITIL reference models regarding to the ISO 20000 st andard

Define interfaces

Define roles

Define necessary change processes (e.g. organizational changes)

Implementation documentation

BS 15000/ISO 20000

Controls are concepts , proceduresand practices , which provide an appropriate certainty that business goals are reached and unwanted events are prevented or recognized and corrected.



Define the Modeling

framework


Process definition


Project Definition

and Kick Off

WP Process definition (2/2)WP Process definition (2/2)

Implementation check of the ISO 20000 guides

Businessprocess

IT service

Application InfrastructureelementCommunication

elementIT Service-

process

consists of

uses

SLA

UCOLA

Control objectiveBS 15000 / ISO 20000

optional



Define the Modeling

framework


Process definition


Project Definition

and Kick Off

WP Release and publicationWP Release and publication

1.1.Modeling & Release

2.2.Document generation

3.3.Distribution viaWWW orLotus Notes



Define the Modeling

framework


Process definition


IT Service Management withIT Service Management with ADOADO itit

Project definition

and Kick Off

2 weeksLeadLeadTimeTime

5-6man-days

BOCBOCEffortsEfforts

t

2 weeks 4 weeks 1-2 weeksper service- or organizational

process

1 week

6-8man-days

12-16man-days

4-8man-days

per service- or organizational

process

2-3man-days

itsm with adoit

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