Service Organisation

ITL4 General Management Practices

• Strategy management

• Portfolio management

  • Proces Define and Analyze new or changed Services

  • Proces Approve new or changed Services

  • Proces Service Portfolio Review

• Architecture management

• Service financial management

• Workforce and talent management

• Continual improvement

  • Proces ITIL Continual Service Improvement

    • Proces Service Review

    • Proces Process Evaluation

    • Proces of Definition of CSI Initiatives

    • Proces of Monitoring of CSI Initiatives

• Measurement and reporting

• Risk management

  • Proces Risk Management Support

  • Proces Business Impact and Risk Analysis

  • Proces Assessment of Required Risk Mitigation

  • Proces Risk Monitoring

• Information security management

  • Proces Design of Security Controls

  • Proces Security Testing

  • Proces Management of Security Incidents

  • Proces Security Review

• Knowledge management

• Organizational change management

• Project management

• Relationship management

• Supplier management

  • Proces Providing the Supplier Management Framework

  • Proces Evaluation of new Suppliers and Contracts

  • Proces Establishing new Suppliers and Contracts

  • Proces Processing of Standard Orders

  • Proces Supplier and Contract Review

  • Proces Contract Renewal or Termination

ITL4 Service Management Practices

• Business analysis

• Service catalogue management

• Service design

• Service level management

  • Proces Maintenance of the SLM Framework

  • Proces Identification of Service Requirements

  • Proces Agreements Sign-Off and Service Activation

  • Proces Service Level Monitoring and Reporting

• Availability management

  • Proces Design Services for Availability

  • Proces Availability Testing

  • Proces Availability Monitoring and Reporting

• Capacity and performance management

• Service continuity management

• Monitoring and event management

• Service desk

• Incident management

• Service request management

• Problem management

  • Proces Proactive Problem Identification

  • Proces Problem Categorization and Prioritization

  • Proces Problem Diagnosis and Resolution

  • Proces Problem and Error Control

  • Proces Problem Closure and Evaluation

  • Proces Major Problem Review

  • Proces Problem Management Reporting

• Release management

• Change enablement

• Service validation and testing

• Service configuration management

• IT asset management

ITL4 Technical management practices

• Deployment management

• Infrastructure and platform management

• Software development and management

BiSL Operational Level

• Proces User Support

• Proces Manage Business Information

• Proces Operational IT Control

• Proces Operational Chain Coordination

• Proces Change Management

• Proces Specifiy

• Proces Designing Non Automated Information Provision

• Proces Testing and Assessments

• Proces Preparing Transition

• Proces Transition

BiSL Steering Level

• Proces Requirements Management

• Proces Financial Management

• Proces Contract Management

• Proces Planning and Control

BiSL Strategic Level

• Proces Organizational Information Provision Design

• Proces Supplier Management

• Proces Relationship Management User Organization

• Proces Chain Partner Management

• Proces Defining Business Proces Development

• Proces Defining Technological Developments

• Proces Defining Chain Developments

• Proces Information Cycle Management

• Proces Information Portfolio Management

• Procse Information Coordination

DMAIC Proces

• Define

  • Identify the value defining elements of the organization.

  • Identify opportunities and possibilities.

  • Research the list of possibilities.

  • Determine the scope and define projects.

  • Prioritize the list of projects.

• Measure

  • Determine and analyze measurement system Y.

  • Baseline performance.

  • Goal determination based on baseline performance.

• Analyse

  • Possible causes of variation.

  • Determination of main causes.

• Improve

  • Finding the most optimal solution.

  • Testing the solution.

• Control

  • Engraining and analyzing measurement systems,

  • Implementation and proving the improvement.

  • Project documentation and handover.

Note: Maturity of a Process

• Initial (chaotic, ad hoc, individual heroics) - the starting point for use of a new or undocumented repeat process.

• Repeatable - the process is at least documented sufficiently such that repeating the same steps may be attempted.

• Defined - the process is defined/confirmed as a standard business process.

• Capable - the process is quantitatively managed in accordance with agreed-upon metrics.

• Efficient - process management includes deliberate process optimization/improvement.

Note: USM Process Model

• Wish

• Incident

• Change

• Operate

• Improve

COBIT 5 Processes

• Ensure Governance Framework Setting and Maintenance

• Ensure Benefits Delivery

• Ensure Risk Optimisation

• Ensure Resource Optimisation

• Ensure Stakeholder Transparency

• Monitor, Evaluate and Assess Performance and Conformance

• Monitor, Evaluate and Assess the System of Internal Control

• Monitor, Evaluate and Assess Compliance With External Requirements

• Manage Operations

• Manage Service Requests and Incidents

• Manage Problems

• Manage Continuity

• Manage Security Services

• Manage Business Process Controls

• Manage Programmes and Projects

• Manage Requirements Definition

• Manage Solutions Identification and Build

• Manage Availability and Capacity

• Manage Organisation Change Enablement

• Manage Changes

• Manage Change Acceptance and Transitioning

• Manage Knowledge

• Manage Assets

• Manage Configuration

• Manage the IT Management Framework

• Manage Strategy

• Manage Enterprise Architecture

• Manage Innovation

• Manage Portfolio

• Manage Budget and Costs

• Manage Human Resources

• Manage Relationships

• Manage Service Agreements

• Manage Suppliers

• Manage Quality

• Manage Risk

• Manage Security

Viable System Model (VSM)

• Implementation (system 1);

  • Operational Processes

• Coordination (system 2);

  • Communication Processes

• Control (system 3);

  • Management Processes

• Intelligence (system 4);

  • Internal and External Environmental Monitoring Processes

• Policy (system 5).

  • Culture and Values Output Processes.

Scrum Processes

• Sprint Planning

• Daily Scrum

• Sprint Review

• Sprint Retrospective

• Sprint

SAFe Processes

• PI planning

• System Demo

• Inspect & Adapt

• Coach Sync

• Product Owner (PO) Sync

• Art Sync

• Iteration planning

• Iteration review

• Iteration retrospective

• Backlog refinement

• Team Sync