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In IT evolution projected growth of standardization for processes and methods was not possible (or not desired). This led to many individual solutions.
Changes in size, structure and in the scope of functions of IT organizations soon showed the limits of individual solutions.
Thus, new standards for processes and methods had to be developed and were summarized under the term „ITSM“ (IT Service Management).
ITSM implementation is a corporate task depending on active participation of customers, management and employees. It needs quality assurance according to the Deming cycle
ITIL is a framework of non-proprietary best practices for IT organizations to achieve improvements in efficiency of IT processes by using a process-orientated and scalable approach.
ITIL stands for Information Technology Infrastructure Library.
ITIL is accredited as „de-facto standard“ for ITSM since the 1990ies.
Today ITIL is available in versions 2 & 3 which vary in their approach, but not in the methods they define.
ITIL 2.0 contains 2 areas with 12 core modules and the cross- process-area security management.
Incident Management registers, categorizes, prioritizes and tracks all incidents, requests and orders of customers and users, with the objective to solve them as fast as possible.
Service recovery as fast as possible
with minimal impact on users
Managing incidents during their entire life cycle
Supporting business activities
Benefits Shorter reaction and recovery time Better customer orientation Early recognition of problem areas Less incidents with business applications Higher availability of IT services Better management information about
service quality Knowledge about maturity of business app.
Problem Management analyses all incidents with a special view on their main causes. Based on this information the recommendation of changes is supported by problem management.
Stabilisation of services by
Recognition of incident causes
Initiation of changes
Trend analyses
2nd and 3rd level support for incidents.
unknown error
Request for Change
Problem control
• Identification and Recording• Classification• Resource Allocation• Diagnosis & Analyses• Definition Known Error
Error control
• Identification of Known Errors• Solution for KE• Recording of Solution• Closing KE
Benefits Higher availability and less interruption of
IT services by incident prevention Proactive analyses to prevent „cross-
system“ incidents Minimizing the effects of system failures Number and severity of known errors as
criteria for investment decisions Better training for, and communication with
Change Management is a critical successor for companies. It manages and controls the permanent change of business requests to the IT.
Efficient and economical implementation of authorized changes with maximum risk prevention for existing or new IT services.
Benefits Less impairment of IT and business
through changes Reliable cost forecast Fewer faulty changes Less incidents with business applications Better communication with customers Valuable management information Higher productivity of users and IT
Release Management is the „change implementer“ and furthermore responsible for backing up authorized software and its deployment in productive and remote IT systems.
Definition of release policies Controlling of SW development Managing of service releases Soft and HW Audits via CMDB Deployment of SW, HW and CI‘s Control of definite sw library / definite
HW store
Benefits Centralized deployment of consistent SW Finding and elimination of incorrect SW
versions Guaranteed SW quality Error prevention with coordinated releases SW stored in a secure place SW for regions can be centrally assembled
and controlled Little risk of illegal SW Little risk of viruses and SW hacks Baseline and secure SW versions for
MISSIONFinancial Management identifies and analyses the cost for IT services and creates realistic methods for charging them. Its greatest benefit is the cost transparency for customers.
SCOPE
For internal IT service providers: The cost control of IT component services and affiliated IT services
For external targeted IT service providers: Cost-input for precise invoices and the support of strategic investment decisions
PROCESS
Business IT Requirements
IT Operational Plan
Accountinginvoice
charginginternal
external
FinancialObjectives
Accounting Models
Charging Policies
feedback about charging forecastsfor the company
Benefits IT accounting supports the IT management Statements about efficiency of specific IT
services are possible. Informed decisions about IT services and
investments Outline about the costs of service failures for
budgeting in strategically planning Transparency of costs for customers
MISSIONContinuity Management (ITSCM) guarantees that an organization is able to recover essential services in case of disaster. ITSCM reduces the cost and the time for recovery.
SCOPE
ITSCM recovers projected services in projected time, e.g.:
IT systems, network, applications etc.
PROCESS
Benefits
Organizations increasingly dependent on IT have increasing needs for recovery planning to
MISSIONService Level Management balances customer requests with the ability of the IT organization to deliver services. It continuously tunes and controls service level agreements and so guarantees and optimizes service quality.
SCOPE Continuous improving of customer relationship
Better specification of, and knowledge about, service requirements
Higher flexibility and better response of service providers
Well-balanced ratio between customer request and cost of service
Measurable service levels
Quality increase
Cost transparency
PROCESS
Benefits
Service Level Management delivers measurable service level agreements.
Careful balancing of customer service requests between cost and complexity.
Exact specification of IT resources. Reduction of unpredictable demand. Decrease of acquisition cost by early
negotiations with suppliers. Establishing of a basis of comparison for
MISSIONSecurity Management continuously plans, implements and evaluates security measures to assure a defined level of security for IT services.
SCOPE
Prevention of security incidents by clearly defined security management
Adequate and tactical reaction to security violations
Consolidation of security and business
Creation of a security plan
PROCESS
Control definition of processes, functions and responsibility
Planing definition of security policies
Implement creating awareness, implement measures
Appraisal checks of security with audits
Service checks of security with audits
Benefits
Stabilization of service capacity through projected and controlled minimization of security incidents.
Prevention of security incidents through clear security management.
Increase of service quality by establishing management and security policies to control safety requirements and the delivery of security relevant services.
Structural integration of security into IT. Lower vitiation of IT through coordinated
handling of security relevant changes. Adequate and cost –effective coverage of IT