Post on 20-Dec-2014
description
transcript
Christy Cirino, Dir IT & Business Process
Aug 2011
IT Organization and Controls
1
Service Delivery Management
Methodology & Governance
2
ArchitectureLab
ManagementSuite
StrategyForum Result Station
ProgramProgram
Project 1
Project 3
Project 5
Program
X
Y W
Z
Q
1 3
5
24
!
?
@
Benefits
Solution
Vision
Mission
Objectives
RealityOrganization
Resources
Market
Product
TargetOrganization
Resources
Market
Product
Dynamics(Services)
Structure(Resources)
Dynamics(Services)
Structure(Resources)
Current CapabilitiesTarget Capabilities
X Y Z Q WDirection
Solution Solution Solution
Project
Selection
Change Blueprint
1 2 3 54
Change Initiatives
ProductivityCentre
Team LeaderProject Team
Solution Architect
Program and Project Managers
Business System Manager
UpperMgmt
Enterprise Architect
Operational Management
Organization
2
Service Delivery Management
Methodology & Governance
3
3
IT Service Management Process Framework
Service Desk
IT Manager System Manager
Business Users
Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Service Management Process Framework
4
Incident Management
Level2
Legends
Level1 Receive Call
Record Incident
Knowledge Base
Classify incident
Prioritize on impact & urgency
Provide solution
Escalate to L2
Solution Available?
• Incident details• Analysis • Related info• Workaround, if any
Solution Satisfactory?
Y
N
Confirm resolution with Customer
Log details
• Incident detail log• Customer
satisfaction log• Time & effort log
Close Incident
N
Analyze incident and its details
Check for similar incidents in the past
Design solution
Software change
required?
NImplement solution / Inform L1
Y Initiate Change Management
Incident detection & recording
Classification & initial support
Investigation and diagnosis
Resolution and recovery
Incident ownership, monitoring, tracking and
communication
Config Mgmt DB
Check against problems, known errors or recurrence
Y
Level3
5
Incident Management Process Flow
Incident detection and recording
Classification and initial support
Service Request
Investigation and diagnosis
Resolution and recovery
Incident closure
Service Request Procedure
Ow
ners
hip,
mon
itorin
g, tr
acki
ng a
nd
com
mun
icat
ion
6
Problem Management Process Flow
Problem Control
Problem identification and
recording
Problem Classification
Problem Investigation and
diagnosis
RFC, Problem Resolution and
closureTra
ckin
g an
d m
onito
ring
Pro
blem
s
Error Control
Error identification and recording
Error Assessment
Record error resolution
Close error and associated problem(s)
Tra
ckin
g an
d m
onito
ring
Err
ors
RFC
Change successfully implemented
7
Process for Change and Configuration Management
Change Management Release Management Configuration Management
Request for ChangeFilter, Record & Identify
Prepare for ChangeClassification & Planning
ReleaseChange built, tested
ImplementationChange implemented
Evaluation
Closure
End
Release & Distribution of new documented software versions
Reports and Audit Information
Reports
Update CI Details
Update CMDB & DSL. Release from DSL
Verify CMDB
Co
nfi
gu
rati
on
Man
agem
ent
DB
(C
MD
B)
Def
init
ive
So
ftw
are
Lib
rary
(D
SL
)
8
Regular Tool Update & Interaction with other Service towers
Locations:
- Globally
Requirements Gathering
Change Review Board
Approved RequestsDefine TestBuild Deploy Close
Test
Break-Fix
Level 1: Help Desk
Severity 1 Calls &
Multi-User Outages
Severity 1 Problem
Plan
E
nd
Use
rs
Minor/Major Enhancements
SW Vendor Escalation
Critical Situation
Team
Severity 1 Problem
L3 Support
Analyze & Fix
Enhancement Lifecycle
Fix Release RCA
Level 4: Application
Support Escalation
Onsite
Coordinator / Team Level 3: Application Support
ERP + Reporting
Preventative Maintenance & Monitoring
Change Request Process
9
Microsoft Office Word 97 - 2003 Template
9
Some Sample Templates
Requirements Management Process for SAP
Change Management Process
Coding Standards (SAP – ABAP)
SDLC Controls during AMS projects
Information Security Process
Adobe Acrobat Document
Microsoft Office Word 97 - 2003 Template
Adobe Acrobat Document
HTML Document
Adobe Acrobat Document
10
Source Code / Document Version Control
• Source Code will be Used Standard SAP Tools Provided in SAP – Solution Manager
• Document Version Control will be implemented using Microsoft Share Point
11
Application Controls
• Completeness checks - controls that ensure all records were processed from initiation to completion.
• - Validity checks - controls that ensure only valid data is input or processed.
• - Identification - controls that ensure all users are uniquely and irrefutably identified.
• - Authentication - controls that provide an authentication mechanism in the application system.
• - Authorization - controls that ensure only approved business users have access to the application system.
• - Input controls - controls that ensure data integrity fed from upstream sources into the application system.