IT ???? ???? ????

1
IT ???? ???? ????

• Presentation to ?????

2
?? ??

• BSI Korea
• ? ?? ???-02 777 4123 ???-010-9590-9294
• email youngsug.choi_at_bsigroup
  .com
• ISO 20000 BS 25999 Product manager
• BS 25999/ISO 20000/ISO 27001 Trainer Lead
  auditor
• IPESC representative of itSMF Korea
• ISO 20000 Audit experience
• IBM, ??SDS, LG CNS, SK CC, ????, ??????,
  ??????, ???,
• ???, KTF, ???, ???, ???, ??????, ??????,
• ????????, ??SDS ??/??/??/??? ?? ?
• ISO 27001 Audit experience
• IBM, ????, LG??, ?????, ???????, ????,
  ??????,
• ????, ????, ????, NHN, SK Comms ? ?? 90? ?
  ? ?
• ?? ??? ??/?? ??, Sociedade ? ????
• ZDnet ?? ?? ? http//www.zdnet.co.kr/Column0030.
  asp?column0110
• Translation

3
IT? ????
4
Invisibility ??? ?? IT ??? ???? ??? ??
IT service
????
5
???? Process ?? ? ??
. ?????? ?? ?? ???? ???? ?? ?? ??? ??. . ??? ??
???? ????? ??? ??? . ??? ???? ?????? ????? ???
???. . ??? ????? ?????..
?? ???
???? ? ?? ???
?? ???
???? ? ?? ???
?? ???
???? ? ?? ???
?? ???
???? ? ?? ???
6
Case Study ??? ?? ??? ?? IT??
?? IDC K??(In-house IT organization)
?? . ???? IT ?? ?? . IT ???? ?? ??? ?? . ??? ?? ??? ????, ???? ??? ?? ?? ??? ?? . ?? ?? ??? ?? ??? ???? ?? ??
??? . ????? ????(work-around)? ??? ?? ??(??? ??? ?? ??) . ?????? ????? ????? ?? ???, ??? ??? ?? . ??? ??? ??? ??? ??? . ????? ?? ?? ???? ??? ??? ???? ?? . ????? ?? ?? ??? ?????? ???? ??? ???? ?? . ????? ?? ? ?? ?? ??? ?? . ????? ?? ?? ???? ???? ?? . ???? ????? ??? ?? ??
???? . ????? ?? ??? ??? ??(reactive) ??? ?? . ???? ??? ??? ??, ??? ??? . ? ???? ???? ???? ???, ?? ?? ? ???? ?????? ?? ???? ?? ??? ?? . ???? ??? ?? IT staff? ????? ???? ????? ??
7
??? ??? ??? ???? ??
??? ??? Staff
??? ???? Staff
. IT service? ??? ???. . ?? ??? ??? ???. . ???
??? ???. . ???? ??? ???.
??? ??? ???? ?? ???? ???? ?? ????? ??? ??? ??.
8
Process? ???? ?? ????
?? ???? ?????...??
?? ? ???? ?????..??
?? ??? ?????.. ?? ??????!
??? ? ?????.. ???..
9
??? ??
. ?? ??? ??? ???? Process ??? ????? . Process
???? ??? ?? ??? ???? . ?? Process? ??? ??? ???
??? ?? ????
???? IT??? ?
IT service ??? ?
Service manager
Technical support
service control manager
Service delivery manger
Service support manager
Service account manager
Change manager
Service desk
Configuration manager
Desktop manager
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Process approach
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Definition of Process
System of activities which uses resources to
transform Inputs into outputs.
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Process mapped to organizational unit
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Turtle diagram
With what? . CTI . Groupware . Telephone
With Who? .Service desk staff . Tech. Support
staff
Incident management process . Assessment .
Routing to supporting team
Outputs . New Problem . Incident records . RFCs
Inputs . Service request . Incident call . System
alert
How done? Procedure AA135-incident procedure
What results? .First line resolution . Cost per
incident . Recovery time
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Integrated processes
Individual processes
Integrated and Focused-on processes
Incident process
System view
Release process
Incident process
Change process
Capacity process
Capacity process
Release process
Change process
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Benefits Informed management
SYSTEM A set of interrelated elements that form a whole or work together. High-level (Management concern)
PROCESS System of activities which uses resources to transform Inputs into outputs. The What (Manager concern)
PROCEDURE Specified way to perform an Activity. The How (Staff concern)
Plan-Do-Check-Act
Management information
? ? ?
Service level mgt process
Change mgt process
? ? ?
Specific procedures
Specific procedures
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Benefits Informed management
??? ???? ?? ???? ??? ???? ???? ??? ???? ??
?? ??
??
IT??? ??
??
. IT??? ??? ??? . ?? ??? Metric? ?? . Timeliness?
?? . ???? ?? ?? ?? . ?? ??? ?? ?? . Source data?
?? ????
Delivery
Weak Metrics
Function based
. ??? ????? ?? . ?? ??? Metrics ?? . ???? ????
Timeliness ?? . ???? ??? ?? ?? . ??? ? ???? .
Source data? ?? ??? ??
Delivery
Metrics Pool
Process based
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Case study ???? ??
Policy 1 ?????? ??? ?? ?? ??
??? ?? Metrics ??
??
??
ITSM? ????? ????? ??? ??? ??? ??
Service desk
Technical support
1????
??
?? ??? 2?? ???? ?? ?? ??? ??? ??? ?
time
Bad
1? ??
2? ??
?? ????
?? ?? ? ??? ??? ??? ??? ??
Good
?? ?? ??? ??? ? 1??? ??
time
??
???? ???
Good
time
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Case study ???? ??
Policy 2 1? ???? ??? ?? ????? ??? 1?? ??
??? ?? Metrics ??
??
??
?????? ??? ?? ??? ?????? ?? ??
1????
Service desk
Technical support
??
??? ITSM? ?? ???? ???? ??? ??
time
Good
?? ????
1? ??
2? ??
?? ???? ???? ?? ?? ??? ??
Bad
time
??
ITSM ??? ?? ???? ??? ??
???? ???
Bad
time
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Implementation of process approach
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Visibility Objectivity? ??
Incident management process
Incident, Change, Problem, Release?? ?? ???
object? ???? ?? object? ??????? ??
objects
Incident A
????
Problem?? ??
?? ? ????
????
Problem A
Change A
release A
6?????
Change management process
Release management process
Problem management process
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?? ?? ??? ???? ???
Knowledge database
IT service ??
IT service ??
Error script work-around resolution
Free text format . ?? ?? ???? . ???
work-around ? solution . FAQ
1? ??
??? ????
. ?? ??? ?? ?? ??? ?? IT???? ?? ?? ??? ????? ?.
. Process measurement, Service desk? 1? ??? ?
Problem? availability Process? ?? ??? ?? ????
??
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??? ?? ?? ? ??? ??
. Process approach? ???(?) ??? ???? ? ?? ?? ?? .
??? ??? ???? ? ??? ??? ????? ?? ?? . ???? ????
???? ??? ?? ???? ??? ??, ????? ?? ??? ??? ??
??? ?? . ???? ???? ?? ???? ?? ??
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Ensuring detailed records
Incident B
?? ?? The expanded incident life cycle
Incident A
?? ?? ?? ??
?? ?? ?? ??
?? ?? ? Technical support? ??work-around? ??, ?
??? ??? ???? ???? ?? ??? ??, ???.
1000 ?? ?? 1010 ?? ?? ?? 1010 1015 ?? 1?
?? (work-around, solution ??) 1015 ?? 2?
?? -Technical support? 1015 1030 ?? 2?
?? (work-around, solution ??) 1030 work-around
?? 1035 ?? ?? ??
Specific time information
?? measurement ?? ?? ??(availability, problem
process)?? ???? ???? ???? ?? ??? ???? ??
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???? ?? ??? ?? ??
Staff
ITSM Tool
Staff
paper
ITSM Tool
Groupware system For approval
paper
Groupware system For approval
??
?????
???
?????
???
ITSM tool? ??? ?? ???? ?????? ???? ??? ??? ??? ??
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ITSM Tool ?? ??
?? ??
???? ?? ?? . ???? ?? . Feasibility . ?? ?? . ???
?? ??
?? ?? (??? ??)
?? ?? (??? ??)
?? ??
Coding
Groupware
???
No record
??
ITSM tool
??? ???? ???? ??? ??, ?? ???? ITSM tool??? ??? ?
??? ??
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ITSM Tool? ?? ?? ??
?? ?? ??
CI? CRM-SVR-001
Status Live
Location 3F 101 in IDC center
Version 2.2
Parent CI CRM service
Child CI Back-dev-001
Related CI CRM-SVR-002 ERP-SVR-001 Market-svr-001
??
??
?? ??
Incident
Change staff
??? ??? Integrity? ???? ?? ?? IT??? staff? ??
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IT Process? ?
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ISO/IEC 20000
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ISO/IEC 20000

• ISO 20000-1 2005

• Part1 Specification for service management
• ?? ??? ?? ??? ???

• ISO 20000-2 2005

• Part2 Code of Practice for service management
• Part1? ???? ?? ???

PD0015 Self-assessment Workbook BIP0005 A
Managers Guide
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ITIL v2
31
ITIL V2 - ??? ??
Service Delivery
Service Support
Security Management
The Business Perspective
ICT Infrastructure Management
Application Management
Planning to Implement Service management
Software Asset Management
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ITIL V3
Continual Service Improvement
Service Transition
Service Strategy
Service Operation
Service Design
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ITIL v3
Service Strategy Michael Nieves Accenture Majid
Iqbal CMU
Service Operation David Wheeldon HP David
Cannon HP
Service Design Colin Rudd ITEMS Ltd Vernon
Lloyd Fox IT
Continual Service Improvement George Spalding
Pink Elephant Gary Case Pink Elephant
Service Transition Shirley Lacy
ConnectSphere Ivor Macfarlane Guillemot Rock
The Official Introduction to the ITIL Service
Lifecycle Sharon Taylor Aspect Group
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Closing
35
??

• IT industry? ??? ?? ??? ???
• IT industry? ??
• IT ??? ???? ??
• ???, IT? ???

36
Thank you for your attendance!

• IT???? ????????