There are many different frameworks that can be used for managing the delivery of cost-effective IT services. Many frameworks only cover a specific aspect of IT (such as information security, service management, quality etc.). Here are some frameworks that you can use for managing IT services: - Calder-Moir IT Framework - TickITplus Software Quality Management - ISO 27001 Information Security Management Systems - ISO/IEC 20000 ITSM Standard - IT Service CMM IT Service Capability Maturity Model - Six Sigma Quality and Process Improvement - eSCM-SP v2: eSourcing Capability Model for Service Providers, Version 2 - IT Balanced Scorecard - AS 8015-2005 - COBIT Control Objectives for Information and related Technology - MoR Management of Risk - Generic Framework for Information Management - BiSL Business Information Services Library - ISPL the Information Services Procurement Library - ITIL The IT Infrastructure Library - eTOM Enhanced Telecom Operations Map - ASL Application Services Library - MSP Managing Successful Programmes - PRINCE2 Projects in Controlled Environments - PMBOK Project Management Body of Knowledge - OPM3 Organisational Project Management Maturity Model
We will speak about ITIL( The IT Infrastructure Library) Framework
About Framework Selected (I TI L) Information Technology Infrastructure Library (ITIL) is a practice framework for the effective delivery of IT as a service. ITIL has now become the factor standard for IT Service Management worldwide. The Information Technology Infrastructure Library (ITIL) is a collection of management practices to guide the delivery of information technology services. ITIL provides a comprehensive and integrated set of service management processes targeted at what it takes to run a successful help desk. The goal of ITIL is to control the delivery of services that will be high quality while remaining cost-effective. The benefits of adopting ITIL From a business perspective, the adoption of ITIL practices by IT service providers whether in-house providers or external suppliers ensures many benefits, including: IT services which align better with business priorities and objectives, meaning that the business achieves more in terms of its strategic objectives Known and manageable IT costs, ensuring the business better plans its finances Increased business productivity, efficiency and effectiveness, because IT services are more reliable and work better for the business users Financial savings from improved resource management and reduced rework More effective change management, enabling the business to keep pace with change and drive business change to its advantage Improved user and customer satisfaction with IT Improved end-customer perception and brand image.
ITIL is centred on the five core publications of the ITIL Lifecycle suite, each of which addresses a specific area of IT Service Management: Service Design Service Transition Service Operation Service Strategy Continual Service Improvement
ITIL service design guidance ITIL
provides guidance on the provision of quality IT services, and on the processes needed to support them. The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realize the service providers strategy and to facilitate the introduction of these services into supported environments, ensuring quality service delivery, customer satisfaction and cost-effective service provision.
I TI L Service Design provides guidance for the design and development of services and service management practices. It covers: Design principles and methods for converting strategic objectives into portfolios of services and service assets; The changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of service, achievement of service levels, and conformance to standards and regulations; Design coordination; Service catalogue management; Service level management Availability management; Capacity management; IT service continuity management; Information security management Supplier management. ITIL service transition guidance ITIL provides guidance on the provision of quality IT services, and on the processes needed to support them. The purpose of the service transition stage of the service lifecycle is to ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle. I TI L Service Transition provides guidance on: the development and improvement of capabilities for transitioning new and changed services into supported environments, including release planning, building, testing, evaluation and deployment; service retirement and transfer of services between service providers; how to ensure the requirements from service strategy are effectively realised in in service operation while controlling the risks of failure and subsequent disruption; managing the complexity associated with changes to services and service management processes; allowing for innovation while minimising the unintended consequences of change; introducing new services; changes to existing services (e.g. expansion, reduction, change of supplier, acquisition or disposal of sections of user base or suppliers, change of requirements or skills availability); decommissioning and discontinuation of services, applications or other service components. ITIL service operation guidance ITIL provides guidance on the provision of quality IT services, and on the processes needed to support them. The aim of the service operation stage of the ITIL service lifecycle is to coordinate and carry out the processes required to deliver and manage services to business users and customers, and to manage the technology used to deliver and support services. I TI L Service Operation describes best practice for managing services in supported environments, and provides guidance which includes: how to maintain stability in service operation; process guidelines, methods and tools for reactive and proactive control perspectives; knowledge to allow better decision-making relating to: o managing the availability of services, o controlling demand, o optimising capacity utilisation, o scheduling of operations, o avoiding or resolving service incidents and managing problems; new models and architectures such as: o shared services, o utility computing, o web services, o mobile commerce to support service operation. ITIL service strategy guidance ITIL provides guidance on the provision of quality IT services, and on the processes needed to support them. Service strategy is at the core of the ITIL service lifecycle, and defines the strategy that a service provider needs in order to meet a customers business outcomes. I TI L 2011 Service Strategy describes those principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL service lifecycle. It provides guidance on how to design, develop, and implement service management as a strategic asset as well as an organisational capability. I TI L 2011 Service Strategy includes practical guidance and examples where relevant, providing a view of ITIL that aligns business and IT, to their mutual benefit. Topics covered in I TI L 2011 Service Strategy include: The development of market spaces Characteristics of internal and external provider types Service assets The service portfolio and implementation of strategy through the service lifecycle Business relationship management Demand management Financial management Organisational development Strategic risk ITIL continual service improvement guidance ITIL provides guidance on the provision of quality IT services, and on the processes needed to support them. The purpose of the CSI stage of the lifecycle is to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes. I TI L 2011 Continual Service I mprovement provides guidance in four main areas: The overall health of ITSM as a discipline; The continual alignment of the service portfolio with the current and future business needs; The maturity and capability of the organisation, management, processes and people utilised by the services; Continual improvement of all assets that support them.
Service Strategy - Demand management - Financial management - Strategy Generation - Service Portolio Management Service Design - Service Catalogue management - Service Level management - Capacity management - Availability management - Service Continuity managemet - Information Security management - Supplier managemen Service Transition - Knowledge management - Charge management - Asset and Configuration management - Release and Deployment management - Transition Planning and Support - Service Validation and Testing - Evaluation Service Operations - Incident management - Problem management - Event management - Request Fulfillment - Access management - Operations management - Service Desk - Application management - Technical management - IT Operations Continual Service Improvement - Service Measurement - Service Reporting - Service Improvement
Benefits and features associated with the ITIL lifecycle stages Adopting ITILs guidance could provide such benefits as reduced costs, improved IT services through the use of published best practices, higher customer satisfaction from a more professional approach to service delivery, less wasted effort by following a standard, and improved management of third-party services. ITIL is designed to complement the other IT frameworks, not to replace them. The help desk is usually the front line for the user to report problems; therefore, ITIL has an interface to ISO 27002:2007 information security services. We can use ITIL as one of the triggers for incident response outside of the help desk.
Reference: - http://www.itgovernance.co.uk/frameworks.aspx - CISA Certified Information Systems Auditor Book - OGC- Exclusive briefing benefits of ITIL