Itil asl bisl as reference model analysis of itsm assessment
Download
1 / 21

ITIL/ASL/BiSL as reference model Analysis of ITSM assessment - PowerPoint PPT Presentation


  • 379 Views
  • Uploaded on

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)

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'ITIL/ASL/BiSL as reference model Analysis of ITSM assessment' - selene


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
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




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



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