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

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
slide11
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
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

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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