2. Conditions and Requirements 3. Project Approach and Work Packages
BOCBOC-Group (www.boc(www.boc-group.com)
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Contents
1. Aims and Objectives
2. Conditions and Requirements 3. Project Approach and Work Packages
BOCBOC-Group (www.boc(www.boc-group.com)
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Aims and Objectives
ISO 20000 Certification
Certification of IT service processes for specific IT services
Increase service quality, efficiency and effectiveness Implementation of a management system to ensure quality of IT services Adoption of the organizational structure for needs of ISO 20000
Harmonization of the international service centres
Establishment of best practices for IT processes
Defining global IT services Defining international kernels for core, support and management processes Allowing regional/local deviation where needed
Business / IT Alignment
Establishment of key demand structures for the IT Global Organisation
Defining the needed support requested by international kernels and process deviations Defining the needed communication and reporting structures to manage the performance of delivery Defining the support of needed control and compliance demands
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Contents
1. Aims and Objectives
2. Conditions and Requirements 3. Project Approach and Work Packages
BOCBOC-Group (www.boc(www.boc-group.com)
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Conditions and Requirements
ITIL reference models
Use of BOCs ITIL reference models
Business Unit Organization
Consideration of the TUV Business Unit Structure
Defining IT support for the business unit specific kernels / core processes Defining IT support for the group-wide support and management processes
Cooperation with TUV
Consultants
Early involvement of TUV key personnel
Efficient determination and development of proper service responsibility candidates Efficient knowledge transfer to TUV personnel for the ongoing success of service development efforts
Usage of existing documentation
Consideration of existing IT documentations
Startup check for existing documentation Transfer of IT documentation (ppt, vsd) into ADOit
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Contents
1. Aims and Objectives
2. Conditions and Requirements 3. Project Approach and Work Packages
BOCBOC-Group (www.boc(www.boc-group.com)
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Project Approach and Work Packages
IT Service Management with ADOit
Project definition and Kick Off
Assessment and inventory Define the scope of the project ADOit usage and role concept Project Kick Off: - Scheduling - Success factors - etc.
Define the Modeling framework
Define the scope of
the modeling framework: - Modeling guidelines - etc.
Define Services and components
Define Service catalogue Select services to be certified Define relevant IT service processes
BOCBOC-Group (www.boc(www.boc-group.com)
Process definition Import the ISO 20000 implementation guide into ADOit Development of IT service processes based on reference models regarding to the ISO 20000 standard: - Define interfaces - Define roles - etc. Documentation of the implementation
Release and publication
Release the IT service
processes Publicize the IT service processes
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Project Approach and Work Packages
WP Project definition and Kick Off Project definition and Kick Off
Define the Modeling framework
Define Services and components
Assessment and inventory
Scope of the project
Process definition
Release and publication
Project Kick Off
Project participants
Project sponsors?
Group responsibilities for ADOit usage
concept
Who operates program management (e.g.
Controlling)?
Scheduling
Requirements of IT strategy
ADOit usage- / role concept
Installation (DB, C/S, )
Administrator, Modeler, Folder / Rights
structure
BOCBOC-Group (www.boc(www.boc-group.com)
Work packages
Milestones
Success factors
Project risks
Define review team
Define certifier
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Project Approach and Work Packages
WP Define Scope of the Modeling framework (1/2) Project definition and Kick Off
Define the Modeling framework
Define Services and components
Modeling guidelines
Modeling direction
Usage of classes
Usage of attributes
Process definition
Release and publication
IT Strategy IT Projects Business architecture Application architecture Software Architecture ICT Infrastructure IT Service Management Processes
Define approval and release structures
Organization
Consult the scope with the certifier
Expected results vs. defined documentation
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Project Approach and Work Packages
WP Define Scope of the Modeling framework (2/2) Project definition and Kick Off
Define the Modeling framework
Process management (Best-Practices, KPIs, Information, Goals, Interfaces, etc.)
Define Services and components
Process definition
Release and publication
Resources (Data, SLM, ServiceCatalogue, HR, etc.)
IT Governance (Service Measurement, Business Impact Analysis, Compliance, Maturity Checks, ICS, etc.)
IT Strategy (Service strategies, Projects, Goals, Scopes, KPIs, etc.)
Risk management (Risks, KPIs, Control objectives, Evaluation, etc.)
ITIL 3.0 BOCBOC-Group (www.boc(www.boc-group.com)
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Project Approach and Work Packages
WP Define Services and components Project definition and Kick Off
Define the Modeling framework
Define Services and components
Process definition
Define service catalogue
Release and publication
Business process
Select services to be certified
uses
Define sub-services and components
Consult the selection with the certifier
IT service
SLA
Define relevant service processes
consists of optional
Business Business services services
Application
Infrastructure element
Communication element
IT service process
Application Application services services
Level of detail needs to be clarified.
Infrastructure Infrastructure services services
UC OLA
Service Service catalogue catalogue BOCBOC-Group (www.boc(www.boc-group.com)
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Project Approach and Work Packages
WP Process definition (1/2) Project Definition and Kick Off
Define the Modeling framework
Define Services and components
Process definition
Release and publication
Import the ISO 20000 implementation guide into ADOit
Development of the IT service processes based on the ITIL reference models regarding to the ISO 20000 standard
Implementation documentation Controls are concepts, procedures and practices, which provide an appropriate certainty that business goals are reached and unwanted events are prevented or recognized and corrected. BOCBOC-Group (www.boc(www.boc-group.com)
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Project Approach and Work Packages
WP Process definition (2/2) Project Definition and Kick Off
Define the Modeling framework
Define Services and components
Process definition
Release and publication
Implementation check of the ISO 20000 guides
Control objective
BS 15000 / ISO 20000
Business process uses
IT service
SLA
consists of
optional Application
Infrastructure element
Communication element
IT Serviceprocess
UC OLA BOCBOC-Group (www.boc(www.boc-group.com)
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Project Approach and Work Packages
WP Release and publication Project Definition and Kick Off
1. 2.
Define the Modeling framework
Define Services and components
Process definition
Release and publication
Modeling & Release
3.
Document generation
Distribution via WWW or Lotus Notes
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Project Approach and Work Packages
IT Service Management with ADOit
Project definition and Kick Off
Lead Time
BOC Efforts
Define the Modeling framework
Define Services and components
Process definition
Release and publication
2 weeks
2 weeks
4 weeks
1-2 weeks per service- or organizational process
1 week
5-6 man-days
6-8 man-days
12-16 man-days
4-8 man-days per service- or organizational process
