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GOVERNANCE VS MANAGEMENT

Rick Taylor | Group Manager SE Collaboration Practice

AVANADE

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WHO AM I?• Rick Taylor

• Former member of Microsoft BPOS Architecture team

• Author, Co-author of Administrator's Guide version 2007 and 2010

• Triathlete, Clydesdale class

• Definitions

• ITIL

• MOF

• Governance

• Similarities and Differences

• Quiz

• Close

AGENDA

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DEFINITIONS• IT Service Management (ITSM)

• ITIL (IT Infrastructure Library)

• MOF (Microsoft Operations Framework)

• Governance

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ITSM ITSM refers to the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology.

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ITIL ITIL (Information Technology Infrastructure Library) is a best practice methodology for managing IT as a service.

WHAT IS ITIL?

• The Information Technology Infrastructure Library

• Sponsored by the Office of Government Commerce (OGC)

• A series of related books and modules that serve as “best practices” manuals for IT service provision (Version 1 Version 2)

• Under constant development by a consortium of industry IT leaders

• Worldwide de facto standard for IT service management

• Supported by training, certification, and its own international user group (IT Service Management Forum)

ITIL DISTINCTION BETWEEN SERVICE

SUPPORT AND DELIVERY

Service DeskIncident ManagementProblem ManagementConfiguration Management Change ManagementRelease Management

Service DeskIncident ManagementProblem ManagementConfiguration Management Change ManagementRelease Management

Service Level ManagementFinancial Management for IT ServicesCapacity ManagementIT Service Continuity ManagementAvailability Management

Service Level ManagementFinancial Management for IT ServicesCapacity ManagementIT Service Continuity ManagementAvailability Management

ServiceSupport

OPERATIONAL

ServiceSupport

OPERATIONAL

ServiceDelivery

TACTICAL

ServiceDelivery

TACTICAL

Cus

tom

er

Focu

sed

Use

r Fo

cuse

d

DISCUSSION: SERVICE

MANAGEMENT IN REAL LIFE

Scenario:

Jack Gode uses his car every weekday to drive to work. He does not use the car over the weekend.

• One Monday morning the car does not start. Jack calls his garage and through discussion of the cars behavior with a mechanic, discovers that the charge on the battery is low. The mechanic jumpstarts the car and Jack drives to work.

• This is an example of incident management.

• Jack and the mechanic don't know why the battery is low, but by jumpstarting the car, are able to make it drivable. The garage acted in this example as the service desk, because the garage was the (single) point of contact for the car owner.

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DISCUSSION: SERVICE

MANAGEMENT IN REAL LIFE

• For the rest of the week everything goes well, but the next Monday, the car again fails to start. Again a garage mechanic jumpstarts the car and Jack is able to drive to work.

• Again, this is an example of incident management. Jack and the mechanic still don't know why the battery was low, but by jumpstarting the car, are able to use it.

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DISCUSSION: SERVICE

MANAGEMENT IN REAL

LIFE

• Based on this recurrence of the failure, Jack doesn't trust the battery anymore and decides to bring it to the garage for a diagnosis. He makes an appointment the next Saturday with the garage. The mechanics inspect the car, and after analysis, find that the battery loses power slowly and needs to be replaced.

• This is an example of problem management.

• The garage discovers from the list of factory recalls that this type of battery is prone to power leaks. This is an example of a known error database. The battery is now identified as the faulty configuration item, and the power leak is a known error database. The battery is now identified as the faulty configuration item, and the power leak is a known error

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DISCUSSION: SERVICE

MANAGEMENT IN REAL

LIFE

• Based on this information and the mechanics advice, Jack orders a new battery. The new battery actually represents a change to the car. Jack, in effect, submits a request for change (RFC) by placing a work order with the garage to install a new battery. The garage agrees and schedules an appointment for Jack to bring his car to the repair shop the following Saturday.

• This is an example of change management.

• The following Saturday the garage replaces the battery according to the signed agreement and plan. The actual installation of the battery is done by the mechanics. They test Jacks car to make sure that it is working properly before releasing it back to Jack. This is an example of release management

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DISCUSSION: SERVICE

MANAGEMENT IN REAL

LIFE

• The garage owner keeps records of all the changes made to customers cars, including the battery replacement to Jacks car, in a database in his computer.

• This is an example of configuration management.

• Next month Jack begins a new job and has to drive through mountains to reach it. Because his car can barely handle the climb, he decides to add a turbo. The turbo supplies more power to the car, enabling it to maintain its speed in the mountainous area.

• This is an example of capacity management

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DISCUSSION: SERVICE

MANAGEMENT IN REAL

LIFE

• Jack realizes that due to his new, longer job commute, the likelihood of his car breaking down is now greater that it used to be, and that he currently does not have any recourse should this happen.

• He shops for roadside assistance services and identifies American Automobile Association (AAA) as the one that offers a service that best fits his needs, at reasonable costs.

• This is an example of service level management.

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DISCUSSION: SERVICE

MANAGEMENT IN REAL

LIFE

• He signs a contract with the AAA that lists the services that AAA will provide.

• The list of services is an example of a service level agreement (SLA).

• Jacks new job is very demanding. It pays well, but his manager wants his staff to be there at all times. He decides to buy an extra car for his family's convenience.

• Jack and his family need to be able to justify the costs of the car. After discussion, they conclude that they can afford only a secondhand car because they also have to invest in the house this year.

• This is an example of financial management

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DISCUSSION: SERVICE

MANAGEMENT IN REAL

LIFE

• Jack buys a secondhand car. If one car fails, the second car is available for Jack to drive to work.

• This is an example of availability management.

• Jack and his family live in an area that floods once every 50 years. His wife's parents live a half-mile higher up the hill, where it never floods. Jack can use their car in case of need. He and his family have analyzed the possibility of a disaster and planned for it.

• This is an example of service continuity management

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MOF MOF’s purpose is to create an environment where business and IT can work together toward operational maturity, using a proactive model that defines processes and standard procedures to gain efficiency and effectiveness.

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MOF

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GOVERNANCE First emerging as a discipline in 1993, the primary goals for governance are to (1) assure that the investments in IT generate business value, and (2) mitigate the risks that are associated with IT. This can be done by implementing an organizational structure with well-defined roles for the responsibility of information, business processes, applications, ICT infrastructure, etc.

consists of activities that clarify who holds the power to make decisions, determine accountability for actions and responsibility for outcomes, and address how expected performance will be evaluated. The process of developing and managing IT policies for a business or organization is one aspect of applying IT governance

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QUESTION ? Taking the previous definitions, how does

one “automate” governance?

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ANSWER … You *don’t* !

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EXAMPLE 1 “Governance Automation enables organizations to easily respond to evolving information governance policies or organizational structure changes by automating enterprise content migration and restructuring while maintaining all content, configurations, security settings, and metadata.”

“Governance Automation enables organizations to easily respond to evolving information governance policies or organizational structure changes by automating enterprise content migration and restructuring while maintaining all content, configurations, security settings, and metadata.”

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EXAMPLE 2 'SharePoint Governance' is a guideline on how SharePoint will be used within your organization. It is a set of all the rules and procedures as you will apply them to SharePoint.

“How can XXXXX help you with SharePoint Governance?” …

<BUZZ> !!

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SIMILARITIES AND

DIFFERENCES

• Similarities

• Requires oversight

• Are symbiotic

• Differences

• Management

• Focused on Product or Technology

• Can be implemented by a single person

• Governance

• Focused on Business or Process

• Requires buy-in from multiple persons

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LITMUS TEST FOR

GOVERNANCE

Is it a Product or Service?

Can a single person

implement it?

Is it focused on a technology?

MANAGEMENT

YES

YES

YES

GOVERNANCE

NO

NO

NO

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RACI MATRIX

• R – Responsible – does the bulk of the work or assigns the workload

• A – Accountable – Is the individual who is assigned to complete the task. There can only be 1 “A” per task

• C – Consulted – asked to provide input or be actively involvede with the task

• I – Informed – knows status and issues for each task

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QUIZ TIME A user calls the Service Desk with a complaint that, when logging in to the corporate intranet, his browser always freezes after viewing the main menu.

• Thank You!