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ITIL/ASL/BiSL as reference model Analysis of ITSM assessment

ITIL/ASL/BiSL as reference model Analysis of ITSM assessment. Assessment & Improvement of IT Services / IT Service Management. Nynke de Vries. Results of IT organisation assessment up till now. Description of present IT organisation, tasks and management Opinion Of customer(s)

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ITIL/ASL/BiSL as reference model Analysis of ITSM assessment

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  1. ITIL/ASL/BiSL as reference modelAnalysis of ITSM assessment Assessment & Improvement of IT Services / IT Service Management Nynke de Vries

  2. Results of IT organisation assessment up till now • Description of present IT organisation, tasks and management • Opinion • Of customer(s) • end user(s) • IT (service) manager • IT employees • Gaps • Differences between required and current situation • Choice for BiSL/ASL/ITIL

  3. Now: Analysis of IT organisation / management • Goal: ‘objective’ evaluation of present situation • Use ITIL or ASL or BiSL as reference model • Specify CMMI level per process

  4. ITIL/ASL/BiSL as reference model • Compare activities of IT organisation with proven IT process model • ITIL process model • as particular problems / gaps can be coped with using ITIL • ASL process model • as particular problems / gaps are in applications management • BiSL process model • as particular problems / gaps are on the ‘demand’ side Goal 1 Find required but missing processes Goal 2 Determine quality of present processes

  5. ITIL, ASL or BiSL as reference • There is often no need / no time / no use to implement in one turn the whole standard • A framework as reference can help to find the required solution to bridge a gap

  6. www.aslfoundation.org

  7. www.bisl.nl

  8. How? • Put each task from Chapter 3 in the right proces in the (expanded) ITIL / ASL / BiSL model • Put the problems from the assessment in the model also • Result: • Overview of current and missing processes • Overview of where the bottlenecks are • Relationship between processes and bottlenecks

  9. Next: CMMI continuous representation • Give CMMI level per process • By checking each present process if exists … • Commitment to perform • Ability to perform • Activities performed • Measurement/monitor and analysis • Verification of implementation • If a process is totally absent, then the CMMI level is 0

  10. Maturity levels Ad Hoc

  11. Visualization • A picture says more than … • Choose a visualization model to show the present processes and their maturity • (and add some explanation …)

  12. The ITIL house Method ‘Heineken’ • Visualise processes, showing the presence, the quality, the relations and dependencies of ITIL (ASL / BiSL) processes

  13. ‘Heineken’ in 2001 • After analysis (in 2001): Few reports Software release mgmt? * No problem mgmt More points of contact ‘Ad hoc’ changes No central database

  14. Method ‘PinkScan’ • IT Service CMM model, Capability Maturity Model • CMM-niveau per ITIL proces

  15. Method ‘CMM KPMG’ • IT Service CMM model, KPMG

  16. Method ‘CMM KPMG’ Not balanced immature demand supply

  17. ITSM CMM ITSM CMM

  18. Chapter 4: analysis of ITSM assessment • Refer to ITIL/ASL/BiSL • Present / missing processes • Problems / gaps • Define CMMI level per process • Visualization

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