IT Service Management with ADO it · © BOC -Group ( -group.com) IT Service Management with ADO it...

© 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 BOC’s 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 Off“WP „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 components“WP „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 Infrastructureelement

Communicationelement

IT 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 Infrastructureelement

Communicationelement

IT 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 publication“WP „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

Date post:	13-Jul-2020
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