X36SSP Spr

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X36SSPSpráva softwarových produktu2. prednáška

• Ing. Martin Molhanec
• CVUT FELK13113

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ICT ve firme

• Slouží zájmum vedení firmy
• Dosahovat ekonomického profitu
• Uspokojovat požadavky uživatelu
• Iniciovat inovacní efekt
• ICT je proto
• Plánováno, rízeno a kontrolováno
• Rízení ICT služeb
• Oddelení firmy, které se stará o výše uvedené

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ICT ve firme

• Slouží zájmum vedení firmy
• Dosahovat ekonomického profitu
• Uspokojovat požadavky uživatelu
• Iniciovat inovacní efekt
• ICT je proto
• Plánováno, rízeno a kontrolováno
• Rízení ICT služeb
• Oddelení firmy, které se stará o výše uvedené

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ICT ve firme

• Slouží zájmum vedení firmy
• Dosahovat ekonomického profitu
• Uspokojovat požadavky uživatelu
• Iniciovat inovacní efekt
• ICT je proto
• Plánováno, rízeno a kontrolováno
• Rízení ICT služeb
• Oddelení firmy, které se stará o výše uvedené

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Co jsou torízení IT služeb?

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology (IT)
  systems, philosophically centered on the
  customer's perspective of IT's contribution to
  the business.
• ITSM is process-focused and in this sense has
  ties and common interests with the process
  improvement movement (e.g. TQM, Six Sigma,
  Business Process Management, CMMI).
• ITSM is generally concerned with "back office"
  information technology for enterprises
  (businesses and organizations), not technology
  that is a company's primary product.
• In this respect, ITSM can be seen as analogous to
  an enterprise resource planning (ERP) discipline
  for IT.

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Co jsou torízení IT služeb?

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology (IT)
  systems, philosophically centered on the
  customer's perspective of IT's contribution to
  the business.
• ITSM is process-focused and in this sense has
  ties and common interests with the process
  improvement movement (e.g. TQM, Six Sigma,
  Business Process Management, CMMI).
• ITSM is generally concerned with "back office"
  information technology for enterprises
  (businesses and organizations), not technology
  that is a company's primary product.
• In this respect, ITSM can be seen as analogous to
  an enterprise resource planning (ERP) discipline
  for IT.

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Co jsou torízení IT služeb?

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology (IT)
  systems, philosophically centered on the
  customer's perspective of IT's contribution to
  the business.
• ITSM is process-focused and in this sense has
  ties and common interests with the process
  improvement movement (e.g. TQM, Six Sigma,
  Business Process Management, CMMI).
• ITSM is generally concerned with "back office"
  information technology for enterprises
  (businesses and organizations), not technology
  that is a company's primary product.
• In this respect, ITSM can be seen as analogous to
  an enterprise resource planning (ERP) discipline
  for IT.

Total Quality Management (TQM) is a management
strategy aimed at embedding awareness of quality
in all organizational processes. TQM has been
widely used in manufacturing, education,
government, and service industries, as well as
NASA space and science programs.
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Co jsou torízení IT služeb?

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology (IT)
  systems, philosophically centered on the
  customer's perspective of IT's contribution to
  the business.
• ITSM is process-focused and in this sense has
  ties and common interests with the process
  improvement movement (e.g. TQM, Six Sigma,
  Business Process Management, CMMI).
• ITSM is generally concerned with "back office"
  information technology for enterprises
  (businesses and organizations), not technology
  that is a company's primary product.
• In this respect, ITSM can be seen as analogous to
  an enterprise resource planning (ERP) discipline
  for IT.

Six Sigma is a system of practices originally
developed by Motorola to systematically improve
processes by eliminating defects.
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Co jsou torízení IT služeb?

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology (IT)
  systems, philosophically centered on the
  customer's perspective of IT's contribution to
  the business.
• ITSM is process-focused and in this sense has
  ties and common interests with the process
  improvement movement (e.g. TQM, Six Sigma,
  Business Process Management, CMMI).
• ITSM is generally concerned with "back office"
  information technology for enterprises
  (businesses and organizations), not technology
  that is a company's primary product.
• In this respect, ITSM can be seen as analogous to
  an enterprise resource planning (ERP) discipline
  for IT.

The term Business Process Management (or BPM)
refers to activities performed by organizations
to manage and, if necessary, to improve their
business processes. While such improvements are
hardly new, software tools called business
process management systems (BPM systems) have
made such activities faster and cheaper.
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Co jsou torízení IT služeb?

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology (IT)
  systems, philosophically centered on the
  customer's perspective of IT's contribution to
  the business.
• ITSM is process-focused and in this sense has
  ties and common interests with the process
  improvement movement (e.g. TQM, Six Sigma,
  Business Process Management, CMMI).
• ITSM is generally concerned with "back office"
  information technology for enterprises
  (businesses and organizations), not technology
  that is a company's primary product.
• In this respect, ITSM can be seen as analogous to
  an enterprise resource planning (ERP) discipline
  for IT.

Capability Maturity Model Integration (CMMI) is a
process improvement approach that provides
organizations with the essential elements of
effective processes.
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Co jsou torízení IT služeb?
A back office is a part of most corporations
where tasks dedicated to running the company
itself take place. Examples of back-office tasks
include IT departments that keep the phones and
computers running, accounting, and human
resources.

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology (IT)
  systems, philosophically centered on the
  customer's perspective of IT's contribution to
  the business.
• ITSM is process-focused and in this sense has
  ties and common interests with the process
  improvement movement (e.g. TQM, Six Sigma,
  Business Process Management, CMMI).
• ITSM is generally concerned with "back office"
  information technology for enterprises
  (businesses and organizations), not technology
  that is a company's primary product.
• In this respect, ITSM can be seen as analogous to
  an enterprise resource planning (ERP) discipline
  for IT.

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Co jsou torízení IT služeb?
Enterprise Resource Planning systems (ERPs)
integrate (or attempt to integrate) all data and
processes of an organization into a unified
system. A typical ERP system will use multiple
components of computer software and hardware to
achieve the integration.

• IT Service Management (ITSM) is a discipline for
  managing large-scale information technology (IT)
  systems, philosophically centered on the
  customer's perspective of IT's contribution to
  the business.
• ITSM is process-focused and in this sense has
  ties and common interests with the process
  improvement movement (e.g. TQM, Six Sigma,
  Business Process Management, CMMI).
• ITSM is generally concerned with "back office"
  information technology for enterprises
  (businesses and organizations), not technology
  that is a company's primary product.
• In this respect, ITSM can be seen as analogous to
  an enterprise resource planning (ERP) discipline
  for IT.

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Jak ITSM funguje?

• The discipline is not concerned with the details
  of how to use a particular vendor's product, or
  necessarily with the technical details of the
  systems under management.
• Instead, it focuses on providing a framework to
  structure IT-related activities and the
  interactions of IT technical personnel with
  business customers and users.

Nejde o technické použití, ale o návod, jak
používat!
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ITSM frameworks(metodické rámce)

• The Information Technology Infrastructure Library
  (ITIL)
• Control Objectives for Information Technology
  (COBIT)
• Application Services Library (ASL)
• Business Information Services Library (BISL)
• Microsoft Operations Framework (MOF)
• The Enterprise Computing Institute publishes a
  set of coordinated books covering general issues
  of large scale IT management.
• Butterworth-Heinemann (Computer Weekly
  Professional Series) also has developed a notable
  set of publications covering IT Service
  Management, with particular attention to IT
  portfolio topics.
• The eServices Capability Model for Service
  Providers (eSCM_SP) and eServices Capability
  Model for Client Organizations (eSCM-CL) from the
  ITSqc for Sourcing Management

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Co je to ITIL

• The Information Technology Infrastructure Library
  (ITIL) is a framework of best practice
  approaches intended to facilitate the delivery of
  high quality information technology (IT)
  services.
• ITIL outlines an extensive set of management
  procedures that are intended to support
  businesses in achieving both quality and value,
  in a financial sense, in IT operations.
• These procedures are supplier independent and
  have been developed to provide guidance across
  the breadth of IT infrastructure, development,
  and operations.
• ITIL is published in a series of books (hence the
  term Library), each of which covers a core area
  within IT Management.

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Co je to COBIT?

• The Control Objectives for Information and
  related Technology (COBIT) is a set of best
  practices (framework) for information (IT)
  management created by the Information Systems
  Audit and Control Association (ISACA), and the IT
  Governance Institute (ITGI) in 1992.
• COBIT provides managers, auditors, and IT users
  with a set of generally accepted measures,
  indicators, processes and best practices to
  assist them in maximizing the benefits derived
  through the use of information technology and
  developing appropriate IT governance and control
  in a company.

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Co je to MOF?

• Microsoft Operations Framework (MOF) provides
  operational guidance that helps organizations to
  achieve mission-critical system reliability,
  availability, supportability, and manageability
  with Microsoft products and technologies.
• MOF is based on an internationally accepted set
  of IT service management best practices called
  the IT Infrastructure Library (ITIL) from the UK
  governments Office of Government Commerce (OGC).
  MOF can be viewed as a superset of the ITIL
  standards.

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(No Transcript)
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Ono je to všechno
tak trochu o témže!
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Ono je to všechno
Hledáme nejlepší praktiky!
tak trochu o témže!
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Management
IT Governance Management
IT Department
Information Security
Misc. Users
IT Architecture
IT Front Office
SW Development
external environment
Application Maintenance
HW Infrastructure Maintenance
ITSM Structure
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Vedení
IT vedení
IT oddelení
IT bezpecnost
Uživatelé
IT architektura
IT uživatelské oddelení
Vývoj SW
vnejší prostredí
Správa aplikací
Správa HW
Struktura ITSM
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(G) IT Gov. Management
(A) IT Architecture
(F) IT Front Office
(S) Information Security
IT Strategy Development
IT Architecture Planning
User Support (Training, Docs)
Risk Management
IT Service Planning
IT Architecture Updating
HelpDesk Incident Mgmt
Intrusion Detect Prevent
IT Architecture Informing
Cost Management
Problem Management
Backup Management
HR Management
ITSM Structure
IT Facility Management
(M) Application Maintenance
(H) HW Infr. Maintenance
(D) SW Development
Software Configuration
IT Project Initiation
Hardware Configuration
Change Management
IT Project Construction
Change Management
IT System Support Maint.
HW System Support
IT Project Deliver
Operation Management
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(G) IT vedení
(A) IT architektura
(F) uživatelské oddelení
(S) bezpecnost
strategické plánování
plánování IT architektury
Podpora uživatelu (školení, dokum.)
rízení rizik
plánování služeb
aktualizace IT architektury
HelpDesk hlášení závad
detekce a prevence pruniku
propagace IT architektury
rízení nákladu
rešení problému
rízení zálohování
rízení lidských zdroju
Struktura ITSM
správa majetku
(M) Správa aplikací
(H) Správa HW
(D) Vývoj SW
konfigurace software
predprojektová príprava
konfigurace hardware
zmenové rízení
realizace
zmenové rízení
správa a podpora SW
správa a podpora HW
odbavení
operacní rízení
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(G) IT Gov. Management
(A) IT Architecture
(F) IT Front Office
(S) Information Security
IT Strategy Development
IT Architecture Planning
User Support (Training, Docs)
Risk Management
IT Service Planning
IT Architecture Updating
HelpDesk Incident Mgmt
Intrusion Detect Prevent
IT Architecture Informing
Cost Management
Problem Management
Backup Management
HR Management
ITSM Structure
IT Facility Management
(M) Application Maintenance
(H) HW Infr. Maintenance
(D) SW Development
described by Amblers Approach (ASDM) Vojta
Merunka
Software Configuration
IT Project Initiation
Hardware Configuration
Change Management
IT Project Construction
Change Management
IT System Support Maint.
HW System Support
IT Project Deliver
Operation Management
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(G) IT Gov. Management
(A) IT Architecture
(F) IT Front Office
(S) Information Security
IT Strategy Development
IT Architecture Planning
User Support (Training, Docs)
Risk Management
IT Service Planning
IT Architecture Updating
HelpDesk Incident Mgmt
Intrusion Detect Prevent
IT Architecture Informing
Cost Management
Problem Management
Backup Management
HR Management
ITSM Structure
IT Facility Management
(M) Application Maintenance
(H) HW Infr. Maintenance
(D) SW Development
described by CIO Management Framework of Deloitte
Touche
Software Configuration
IT Project Initiation
Hardware Configuration
Change Management
IT Project Construction
Change Management
IT System Support Maint.
HW System Support
IT Project Deliver
Operation Management
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(G) IT Gov. Management
(A) IT Architecture
(F) IT Front Office
(S) Information Security
IT Strategy Development
IT Architecture Planning
User Support (Training, Docs)
Risk Management
IT Service Planning
IT Architecture Updating
HelpDesk Incident Mgmt
Intrusion Detect Prevent
IT Architecture Informing
Cost Management
Problem Management
Backup Management
HR Management
ITSM Structure
IT Facility Management
(M) Application Maintenance
(H) HW Infr. Maintenance
(D) SW Development
described by CMM Capability Maturity Model
Software Configuration
IT Project Initiation
Hardware Configuration
Change Management
IT Project Construction
Change Management
IT System Support Maint.
HW System Support
IT Project Deliver
Operation Management
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(G) IT Gov. Management
(A) IT Architecture
(F) IT Front Office
(S) Information Security
IT Strategy Development
IT Architecture Planning
User Support (Training, Docs)
Risk Management
IT Service Planning
IT Architecture Updating
HelpDesk Incident Mgmt
Intrusion Detect Prevent
IT Architecture Informing
Cost Management
Problem Management
Backup Management
HR Management
ITSM Structure
IT Facility Management
(M) Application Maintenance
(H) HW Infr. Maintenance
(D) SW Development
described by ITIL IT Infrastructure Library
Software Configuration
IT Project Initiation
Hardware Configuration
Change Management
IT Project Construction
Change Management
IT System Support Maint.
HW System Support
IT Project Deliver
Operation Management
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(G) IT Gov. Management
(A) IT Architecture
(F) IT Front Office
(S) Information Security
IT Strategy Development
IT Architecture Planning
User Support (Training, Docs)
Risk Management
IT Service Planning
IT Architecture Updating
HelpDesk Incident Mgmt
Intrusion Detect Prevent
IT Architecture Informing
Cost Management
Problem Management
Backup Management
HR Management
ITSM Structure
IT Facility Management
(M) Application Maintenance
(H) HW Infr. Maintenance
(D) SW Development
described by British Standard 15000
Software Configuration
IT Project Initiation
Hardware Configuration
Change Management
IT Project Construction
Change Management
IT System Support Maint.
HW System Support
IT Project Deliver
Operation Management
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Úplne jiný pohled na vec.
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Úplne jiný pohled na vec.
Není jediný pohled na vec!
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Problémy se zavedením ITSM

• Nejde o matematické vzorecky, ale o doporucené
  postupy.
• V každém prostredí a situaci je nutný jiný
  individuálne prizpusobený postup.
• Je nutné verit, že to pomáhá.
• Postupy je nutné dodržovat doopravdy a nikoliv
  jenom naoko!
• Výsledky se neprojeví okamžite!

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KONEC!