39
Title Slide Higher Education Office of Information Technology Management Methodology By James M. Dutcher
Title SlideHigher Education
Office of Information TechnologyManagementMethodology
By
James M. Dutcher
Page 2
Organization•Development
•Motivation
•Feedback
•Training
•Capabilities
•Processes
IT Organization Structure•Establish
•Planning•Tactical (1-12 Months)•Strategic (12-24 Months)
•Executive Mgt.•Operational Mgt•Knowledge Mgt.
•Access•Needs•Issues•Stability•Capability•Capability•Culture•ROI•Services•Financial•Processes
The Process of Managing IT
Processes & Projects•What•When•Who•Where•Which•Why•How•If
Direction/Focus•Plan•Do•Check•Act/Adjust•Align
•Teams•Individuals•Projects•Processes
Financials (Capital & Budgets) and Assets (IT Staff & Resources)
Measure (Results, Effectiveness, Improvement, Quality, Performance)
(COMMUNICATIONS)
Page 3
IT Planning
Institutional Strategic Plan
Institutional IT Strategic Plan
Academic Technology Strategic
Plan
Academic Technology
Tactical Plans
Org. IT Tactical Plans
OIT Mgt
Tactical Plans
•E-Learning Plans•IT Business Plans•Staff & Faculty Development•Student Services•Etc.
Strategic
Tactical
Org. Strategic IT Plan
Page 4
IT Organization Structure
OIT Management
Info. Tech. Strategy•Mission•Goals•Campus Strategic IT Plan•Academic Tech. Strategic Plan
Info Tech Planning•Strategic Project Office•Project Id & Selection•Project Management• Tactical & Budget
•IT Org. Management•IT Governance & Steering Committees
•Internet•Instructional Technology•Administrative Systems•Library•Policy•Security
IT Processes & Procedures•Policies & Procedures•Standards•IT Best Practices Methods & Management
Admin. Systems•Legacy •Misc. Servers &Systems, HW/SW •ERP
Network Administration•Data, Voice, Video•Wired•Wireless•HW/SW
Web Management•Internet•Intranet•Portal•HW/SW
Academic IT Mgt•Instructional Technologies•Classroom IT•Computer labs•CMS•HW/SW
Knowledge Management•On-line Documentation Library•Library•Data Warehousing•Assessments
IT Training Management•Technology Training•Business Process Training•For Students, Faculty, Staff
IT Helpdesk/Support Management•Academic Technology•Distance Learning•Campus IT•CRM
Tactical
Strategic
Integration & Security•Protocols•EAI•Disaster Recovery•HW/SW
Executive IT Management
Operational (Day-to-Day) IT Management
IT Knowledge Management
Page 5
At The Core of Proper IT Management is - Knowledge Management
IT Planning
IT Helpdesk &
Support Mgt
IT Training Management
Integration&
Security
Academic IT
Management
Web Management
Network Admin
Admin.Systems
IT Processes
& Procedures
IT Strategy
OIT Management
OIT Management
KnowledgeManagement
The lines represent proper process which are the enablers of effective, efficient, and adaptableIT Management.
This allows for proper planning, organizing, directing and controllingof all IT processes and resources
Page 6
Management–The Process–Links to CIO Methodology
Planning•Defining Organizational Goals•Establishing Strategy•Developing Plans
Organizing•Defining Roles &Tasks•Designing Structures•Assigning Authorities &Decision Making
Controlling•Monitor Performance•Take Action To Ensure Desired Results•Resolve Conflicts
Directing•Direct Activities•Inspire Commitment•Create/Select Effective Communications Channels
Planning, Organizing, Directingand Controlling Results for:
•Financial•Internal Business Processes•Customer•Learning and Growth
For the Entire Organization
Page 7
Linking the IT Department to the Entire Organization
TheBalanced Score Card
For Continual ProcessImprovement
Page 8
IT Mgt Philosophy: Continual Process Improvement
Define
Control & StabilizeImprove
Measure
What is not defined cannot be controlledWhat is not controlled cannot be measuredWhat is not measured cannot be improved
Processes, Frameworks and Systems Utilized:•COBIT Framework•ITIL/ITSM •PMI – Project Management•ISO 9001 Quality Management•CMMI-SE/SW & Application Services Library (ASL)•Investors In People (IIP)•ISO 17799 Information Security•Gartner’s 21 Best Practices•EFQM•Six-Sigma
Page 9
The Processes - Putting IT all TogetherCOBIT Framework ITIL/ITSM
• PMI – Project Management– ISO 9001 Quality Management
» CMMI-SE/SW & Application Services Library (ASL) Investors In People (IIP)» --ISO 17799 Information Security» ----Gartner’s 21 Best Practices» ------EFQM» --------Six-Sigma
Page 10
COBIT FrameworkCOBIT Framework - Control Objectives for Information Technology Aligned with de facto standards &
regulations Based on 41 international standards Professional standards for internal
control & auditing (COSO, IFAC, AICPA, IIA, etc.)
Technical standards (ISO, EDIFACT, etc.)
Codes of Conduct Qualification criteria for IT systems &
processes (ISO9000, ITSEC, TCSEC, etc.)
Industry practices & requirements from industry forums (ESF, I4)
Emerging industry-specific requirements from banking, e-com, IT manufacturing.
Work closely with 150 Chapters in 100 Countries to develop standard
Reference: http://www.isaca.org
Page 11
ITIL/ITSMITIL – Information Technology Information LibraryITSM – Information Technology Services ManagementReference –http://www.ITIL.org
Included Sub-Components:•Configuration Management - physical and logical perspective of the IT infrastructure and the IT services being provided •Change Management - standard methods and procedures for effective managing of all changes •Release Management - testing, verification, and release of changes to the IT environment •Incident Management - the day-to-day process that restores normal acceptable service with a minimal impact on business •Problem Management - the diagnosis of the root causes of incidents in an effort to proactively eliminate and manage them •Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT •Availability Management - optimize IT infrastructure capabilities, services, and support to minimize service outages and provide sustained levels of service to meet business requirements •IT Service Continuity - managing an organization's capability to provide the necessary level of service following an interruption of service •Capacity Management - enables an organization to tactically manage resources and strategically plan for future resource requirements •Service Level Management - maintain and improve the level of service to the organization •Financial Management for IT Services - managing the costs associated with providing the organization with the resources needed to meet requirements
Page 12
PMI – Project ManagementPMI – Project Management Institute Project Management
Methodology including S/PMO (Strategic/Project Management Office) provisioning.
Reference – http://www.pmi.org
Page 13
ISO 9001 Quality ManagementISO – International Standards Organization ISO 9001 Quality Management - ISO 9001 is the internationally recognized standard for the quality
management of businesses. It applies to the processes that create and control the products and services an organization supplies. It prescribes systematic control of activities to ensure that the needs and expectations of customers are met. It is designed and intended to apply to virtually any product or service, made by any process anywhere in the world.
Why seek certification to ISO 9001?• Registration to ISO 9001 by an accredited certification body shows committed to quality, customers, and a
willingness to work towards improving efficiency. It demonstrates the existence of an effective quality management system that satisfies the rigors of an independent, external audit.
• An ISO 9001 certificate enhances company image in the eyes of customers, employees and shareholders alike. It also gives a competitive edge to an organization's marketing.
How do you start to implement ISO 9001? What is involved?• Identify the requirements of ISO 9001 and how they apply to the business involved. • Establish quality objectives and how they fit in to the operation of the business. • Produce a documented quality policy indicating how these requirements are satisfied. • Communicate them throughout the organization. • Evaluate the quality policy, its stated objectives and then priorities requirements to ensure they are met. • Identify the boundaries of the management system and produce documented procedures as required. • Ensure these procedures are suitable and adhered to. • Once developed, internal audits are needed to ensure the system carries on working.
Assessment to ISO 9001 Once all the requirements of ISO 9001 have been met, it is time for an external audit for verification. Reference: http://www.iso.org
Page 14
CMMI-SE/SW & Application Services Library (ASL)CMMI-SE/SW – Capability Maturity Model® Integration for Systems Engineering and Software Engineering Includes SDLC (Software Development Life-Cycle) Methodology
• Waterfall Development Methodology• RAD – Rapid Application Development (via DSDM – Dynamic Systems Development
Methodology) Includes Managements components for:
• Release Management• Configuration Management• Requirements Management• Risk Management
Reference - http://www.sei.cmu.edu/ASL – Application Services Library Supplier independent, process framework for: Maintenance, Enhancement,
Renovation of applications ASL offers a framework for application management that is based on the best
practices of professionals with years of experience. The model is developed in such a way that it guarantees the optimal ICT support for business processes. In this way you can concentrate on the business core. ASL limits itself to the giving of guidelines for the organizing of processes, leaving the organizing of the business. By doing this, the framework is generally applicable within ICT services, independent to the size of your organization.
Reference – http://www.aslfoundation.org
Page 15
Investors In People (IIP)IIP – Investors In People The Investors in People guide to attracting and
keeping the right personnel to help your business grow.
The Investors in People guide to supporting the development of your leaders and managers.
The Investors in People guide to helping organizations manage work-life balance.
Reference: http://www.iipuk.co.uk/
Page 16
ISO 17799 Information SecurityISO 17799 Information Security A comprehensive set of controls comprising best practices in information security Comprises TWO parts - a code of practice (ISO17799) and a specification for an information security
management system (BS7799-2) Basically… an internationally recognized generic information security standard Controls:
Reference: http://www.iso.org
•COMMUNICATIONS AND OPERATIONS MANAGEMENT •ACCESS CONTROL •SYSTEM DEVELOPMENT AND MAINTENANCE •BUSINESS CONTINUITY MANAGEMENT •COMPLIANCE
•SECURITY POLICY •ORGANIZATIONAL SECURITY •ASSET CLASSIFICATION AND CONTROL •PERSONNEL SECURITY•PHYSICAL AND ENVIRONMENTAL SECURITY
Page 17
Gartner’s 21 Best PracticesGartner’s 21 Best Practices TCO (Total Cost of Ownership)- 21 Best Practices organized into 6 IT Management Processes:
• Change Management – Change Management Process– Change Management Technology– Deployment (installs, adds, changes)– Retirements and Moves
• Asset Administration – Procurement Process– Software Inventory Management– Hardware Inventory Management– Lifecycle Management– Vendor Management
• Operational Management – Standards Compliance– Data Management– Repair and Maintenance– Security– Virus Protection– Performance Monitoring and Event Management
• Customer Service – Service Desk Process– Services Desk Technology/Management– Marketing and Relationship Management
• Technology – Technology Planning & Process Management
• Training – IS/IT Training– End User Training
Page 18
EQFM -European Foundation For Quality ManagementThe EFQM Excellence Model was introduced at the beginning of 1992 as the framework for assessing applications for The European Quality Award. It is the most widely used organizational framework in EuropeThe EFQM Excellence Model is a non-prescriptive framework based on nine criteria. Five of these are 'Enablers' and four are 'Results'. The 'Enabler' criteria cover what an organization does. The 'Results' criteria cover what an organization achieves. 'Results' are caused by 'Enablers' and feedback from 'Results' help to improve 'Enablers'.The Model, which recognizes there are many approaches to achieving sustainable excellence in all aspects of performance, is based on the premise that: “Excellent results with respect to Performance, Customers, People and Society are achieved through Leadership driving Policy and Strategy, that is delivered through People Partnerships and Resources, and Processes”.
Page 19
Six-SigmaSix-Sigma: What is it? Six Sigma at many organizations simply
means a measure of quality that strives for near perfection. Six Sigma is a disciplined, data-driven approach and methodology for eliminating defects (driving towards six standard deviations between the mean and the nearest specification limit) in any process -- from manufacturing to transactional and from product to service.
The statistical representation of Six Sigma describes quantitatively how a process is performing. To achieve Six Sigma, a process must not produce more than 3.4 defects per million opportunities. A Six Sigma defect is defined as anything outside of customer specifications. A Six Sigma opportunity is then the total quantity of chances for a defect. Process sigma can easily be calculated using a Six Sigma calculator.
The fundamental objective of the Six Sigma methodology is the implementation of a measurement-based strategy that focuses on process improvement and variation reduction through the application of Six Sigma improvement projects.
Methods and Tools:
•Process Thinking •Process Variation •Facts, Figures, Data •Critical Few Drivers - Customer Satisfaction, DPM, COPQ, Cycle Time •Define-Measure-Analyze-Improve-Control •8 Key Tools - Process Map, C&E Matrix, Gage R&R, Capability Analysis, Multi-Vari Studies/Hypothesis Testing, FMEA, DOE, SPC/Control Plans
Page 20
Mapping The Processes
ITIL
PMI
ISO 9001
CMMI-SE/SW ASL
IIP
ISO 17799
EFQM
SixSigma
Gartner’s 21Best
Practices
FutureStrategy
COBIT Framework
Page 21
Plan and Organize
(PO Process Domain)
Page 22
Acquire and Implement(AI Process Domain)
Plan and Organize
(PO Process Domain)
Page 23
Deliver and Support(DS Process Domain)
Acquire and Implement(AI Process Domain)
Plan and Organize
(PO Process Domain)
Page 24
Deliver and Support(DS Process Domain)
Monitor and Evaluate
(M Process Domain)
Acquire and Implement(AI Process Domain)
Plan and Organize
(PO Process Domain)
Page 25
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
Page 26
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
Page 27
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
Page 28
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
Page 29
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
Page 30
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
plus PMI Project Management
Page 31
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
plus PMI Project Managementplus ISO 9001 Quality Management
Page 32
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
plus PMI Project Managementplus ISO 9001 Quality Management
plus CMMI-SE/SW & Application Services Library (ASL)
Page 33
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
plus PMI Project Managementplus ISO 9001 Quality Management
plus CMMI-SE/SW & Application Services Library (ASL)
plus Investors In People (IIP)
Page 34
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
plus PMI Project Managementplus ISO 9001 Quality Management
plus CMMI-SE/SW & Application Services Library (ASL)
plus Investors In People (IIP)plus ISO 17799Information Security
Page 35
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
plus PMI Project Managementplus ISO 9001 Quality Management
plus CMMI-SE/SW & Application Services Library (ASL)
plus Investors In People (IIP)plus ISO 17799Information Security
plus Gartner’s 21 Best Practices
Page 36
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
plus PMI Project Managementplus ISO 9001 Quality Management
plus CMMI-SE/SW & Application Services Library (ASL)
plus Investors In People (IIP)plus ISO 17799Information Security
plus Gartner’s 21 Best Practicesplus EFQM
Page 37
Deliver and SupportMonitor and Evaluate
Planning & Organization
Acquire and Implement
Plan and OrganizeDefine
Strategic IT Plan
Define IT Organisation
and Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims and Direction
Manage Human
Resource
Ensure Compliance with External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire and Maintain
Application Software
Acquire and Maintain
Technology Infrastructure
Develop and Maintain
IT Procedures
Install and Accredit Systems
Manage Change
Manage Performance and Capacity
Ensure Continuous
Service
Ensure System Security
Identify and Allocate
Costs
Manage Third-party
Services
Define and Manage Service Levels
Educate and
Train Users
Assist and Advise
IT Customers
Manage Configuration
Manage Problems and
Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor the
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
ITIL/ITSM
Service DeliveryService SupportService
DeskIncident
Management
Change Management
Release Management
Problem Management
ConfigurationManagement
Service Level
Management
Availability Management
FinancialManagement
Continuity Management
CapacityManagement
plus PMI Project Managementplus ISO 9001 Quality Management
plus CMMI-SE/SW & Application Services Library (ASL)
plus Investors In People (IIP)plus ISO 17799Information Security
plus Gartner’s 21 Best Practicesplus EFQM
plus SixSigma
Page 38
Programs & ProjectsITIL
ITSM
Deliver & SupportMonitor
Planning & Organization
Acquire & Implement
Plan & OrganizeDefine
Strategic IT Plan
Define IT Organization
& Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims & Direction
Manage Human
Resource
Ensure Compliance With External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire & Maintain
Application Software
Acquire & Maintain
Technology Infrastructure
Develop & Maintain
IT Procedures
Install & Accredit Systems
Manage Change
Manage Performance
& Capacity
Ensure Continuous
Service
Ensure System Security
Identify & Allocate
Costs
Manage Third-Party
Services
Define & Manage Service Levels
Educate &
Train Users
Assist & Advise
IT Customers
Manage Configuration
Manage Problems & Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor The
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
PMI ISO 9001
CMMISE/SW
ASL
IIP ISO 17799
EFQM SixSigma
FutureStrategy
Gartner21
Page 39
Programs & ProjectsITIL
ITSM
Deliver & SupportMonitor
Planning & Organization
Acquire & Implement
Plan & OrganizeDefine
Strategic IT Plan
Define IT Organization
& Relationships
Manage IT Investment
Determine Technological
Direction
Communicate Aims & Direction
Manage Human
Resource
Ensure Compliance With External
Standards
Assess Risks
Manage Projects
Manage Quality
Identify Automated Solutions
Acquire & Maintain
Application Software
Acquire & Maintain
Technology Infrastructure
Develop & Maintain
IT Procedures
Install & Accredit Systems
Manage Change
Manage Performance
& Capacity
Ensure Continuous
Service
Ensure System Security
Identify & Allocate
Costs
Manage Third-Party
Services
Define & Manage Service Levels
Educate &
Train Users
Assist & Advise
IT Customers
Manage Configuration
Manage Problems & Incidents
Manage Data
Manage Facilities
Manage Operations
Monitor The
Process
Assess Internal Control
Adequacy
Obtain Independent
Assurance
Provide Independent
Audit
Define Information
Architecture
PMI ISO 9001
CMMISE/SW
ASL
IIP ISO 17799
EFQM SixSigma
FutureStrategy
Gartner21
