Itil asl bisl as reference model analysis of itsm assessment
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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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Itil asl bisl as reference model analysis of itsm assessment

ITIL/ASL/BiSL as reference modelAnalysis of ITSM assessment

Assessment & Improvement

of

IT Services / IT Service Management

Nynke de Vries


Results of it organisation assessment up till now

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


Now analysis of it organisation management

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


Itil asl bisl as reference model

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


Itil asl or bisl as reference

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


Www aslfoundation org

www.aslfoundation.org


Www bisl nl

www.bisl.nl


Itil asl bisl as reference model analysis of itsm assessment

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


Next cmmi continuous representation

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


Maturity levels

Maturity levels

Ad Hoc


Visualization

Visualization

  • A picture says more than …

  • Choose a visualization model to show the present processes and their maturity

  • (and add some explanation …)


Method heineken

The ITIL house

Method ‘Heineken’

  • Visualise processes, showing the presence, the quality, the relations and dependencies of ITIL (ASL / BiSL) processes


Heineken in 2001

‘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


Method pinkscan

Method ‘PinkScan’

  • IT Service CMM model, Capability Maturity Model

    • CMM-niveau per ITIL proces


Method cmm kpmg

Method ‘CMM KPMG’

  • IT Service CMM model, KPMG


Method cmm kpmg1

Method ‘CMM KPMG’

Not balanced

immature

demand

supply


Itsm cmm itsm cmm

ITSM CMM ITSM CMM


Chapter 4 analysis of itsm assessment

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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