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Analyse: Customer
Client or customer is known:• the ‘business’
– Organization – IS and IT infrastructure– C/U matrix
• Analyse ICT dependency in ‘business’– What kind of users? (user analysis)– Which IS is important and how (impact analysis)– What are the risks in regard to IS (risk analysis)
• SLA-specs (for minimum of 2 processes)
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Analyse: supplier
Supplier is known:• IT (service) management
– Current organisation/tasks, etc. of IT organisation– Opinion of customer / user – Opinion of IT staff / IT manager
• Choose methodology• Analyse IT management
– Compared with BiSL/ASL/ITIL reference model– Specifications regarding quality level– Visualisation
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Goal advisory report: BITA
Business IT Alignment• ICT services should be operational at such a
level that they meet the functional and performance requirements of the business
• Effectiveness and efficiency in IT service management is apparent to customer and supplier
• Process in which ‘ICT’ and ‘business’ are jointly responsible for further development of the ‘business’
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Resources advisory report
Impact analysis and risk analysis• Priorities • Weaknesses
SLA specifications• Pit (IT service, infrastructure)• Peel (IT service delivery)
Assessment of the IT organisation• Departure point for improvement
Lemniscate • Specify monitoring / measurement procedures• Evaluate “internal” and “external”
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Advice
• Long-term perspective (> 5 years)– Ultimate goal: what CMMI level per process – Global growth pathway
• Short-term goal (1 year)– Short-term goal: which processes at which level– Specific growth pathway: action plan for coming year– Changes in
• infrastructure • processes • organization
– Communication: customer and supplier– Measuring and monitoring– Financial aspects
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Goal setting long and short-term
– CMMI continuous – Determine per process maturity level
Long term: Determine required ultimate level per process
Short term: bring to the next CMM level per process
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Considerations: growth
• Thesis Never skip a CMM level
• Question 1Do you have to begin at CMM level 1 in a ‘green
field’ situation?
• Question 2Is the ultimate goal always CMM level 5?
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Changes ‘pit’software and infrastructure
• Result of risk analysis weaknesses – people, hardware, software, data bases,
procedures
• Result of impact analysis prioritise– which risks should be revealed– preventive, detected, curative, reactive
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Changes ‘peel’services
Based on impact analysis, risk analysis, assessment, …
• BiSL/ASL/ITIL processes– Which processes should remain / be introduced /
be deleted
• Activities and tasks– Which activities within the processes should
remain / be introduced / be deleted– BiSL/ASL/ITIL as reference model for processes – Task list of Looijen or Kwintes for activities
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Changes in organization
• Who will govern ICT in the ´business´ – Never outsource IT Governance?!?
• Define functions– Responsibilities, authorizations, knowledge, insight
and skills
and / or
• Outsource– Which part of the IT?– Responsibilities, authorizations in the business
concerning ‘Demand’
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Implementation
• Test– Validate by simulating
• Communicate, prevent GAP 4– Client and provider– Scenario/manual/implementation plan/action plan
• Execute– Coördinate and stay communicative– Plan your evaluations
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Test and simulate
• Test and train through games– Apollo13 game– Control IT game– Governance game
• Best practices
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Next week
• Measuring and monitoring– Corrections while driving– Prepare new cycle
• Finance
– Calculating costs of IT Services– TCO, ABC, …?
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Chapter 5 Advice
• Long and short-term goal justification of business case
• Changes ‘pit’ justification in risk + impact analysis, SLA specs
• Changes ‘peel’ justification in all analyses
• Changes in processesimprove, implement new BiSL/ASL/ITIL processes
• Changes in organization implement ‘governance’, motivation outsourcing,
• Establish BITA report and evaluate and re-act (Deming)
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