1. © 2007-2008 | Hansan Global | All Rights Reserved 1 INTRODUCTION TO IT SERVICE MANAGEMENT Hansan Global Pte Ltd

2. © 2007-2008 | Hansan Global | All Rights Reserved 2 IT Governance IT Governance is a subset of Corporate Governance IT Governance is the responsibility of the Executives and Board of directors to ensure that IT sustains. Executives and the board should ensure that the IT is inline with the organizational strategies and objectives. IT Governance consists of leadership, organizational structures and processes. IT Governance also incorporates good practices/best practices to ensure that the IT supports the business objectives. IT Governance helps in achieving competitive advantage by making use of the information to the fullest.

3. © 2007-2008 | Hansan Global | All Rights Reserved 3 IT Governance Domains Strategic Alignment – Focus on ensuring the linkage of business and IT plans. – Defining, maintaining & validating IT value proposition. – Aligning IT operations with enterprise operations. Alignment

4. © 2007-2008 | Hansan Global | All Rights Reserved 4 IT Governance Domains Value Delivery – Executing the value proposition throughout the delivery cycle. – Ensuring IT delivers the promised benefits against strategy. – Concentrating on optimising costs and proving the intrinsic value of IT. 4 IT Governance Alignment Value

5. © 2007-2008 | Hansan Global | All Rights Reserved 5 IT Governance Domains Risk Management – Requires risk awareness by senior corporate officers. – Clear understanding of the enterprise’s appetite for risks, compliance requirements, transparency about significant risks to the enterprise. – Embedding risk management responsibilities into the organisation. Risk IT Governance Alignment Value

6. © 2007-2008 | Hansan Global | All Rights Reserved 6 IT Governance Domains Resource Management – Optimal investment and proper management of critical IT resources in Applications Information Infrastructure People IT Governance Risk IT Governance Alignment Resource Value

7. © 2007-2008 | Hansan Global | All Rights Reserved 7 IT Governance Domains Performance Management – Tracks and monitors strategy implementation, project completion, resource usage, process performance and service delivery. – Using balanced scorecards that translate strategy into action to achieve goals measurable beyond conventional accounting. Risk IT Governance Alignment Resource Value Performance

8. © 2007-2008 | Hansan Global | All Rights Reserved 8 IT Service Management ITSM is an Integration of – Frameworks – Methodologies – Standards ITSM Domains includes – Control Framework – Delivery & Support Framework – Program/Project Management Methodology – Continuous Quality Improvement Methodology – Security Management Standard Control Framework Delivery & Support Framework Program Management Methodology Continuous Improvement Methodology Security Management IT Service Management

9. © 2007-2008 | Hansan Global | All Rights Reserved 9 Control Framework - CobiT Information Systems Audit & Control Assoc, – ISACA CobiT – Control Objectives for Information and related Technology – Provides guidance – Provides best practice Control Framework Delivery & Support Framework Program Management Methodology Continuous Improvement Methodology Security Management IT Service Management

10. © 2007-2008 | Hansan Global | All Rights Reserved 10 Delivery & Support Framework ITIL® Service Support – Service Desk/Incident Management – Problem Management – Configuration Management – Change Management – Release Management Service Delivery – Service Level Management – Finance Management – Availability Management – Capacity Management – IT Service Continuity Management Control Framework Delivery & Support Framework Program Management Methodology Continuous Improvement Methodology Security Management IT Service Management

11. © 2007-2008 | Hansan Global | All Rights Reserved 11 Program/Project Methodology Project Management Body of Knowledge – PMBOK ® Initiation Planning Execution Monitoring and Controlling Closing Portfolio  Program  Project Control Framework Delivery & Support Framework Program Management Methodology Continuous Improvement Methodology Security Management IT Service Management

12. © 2007-2008 | Hansan Global | All Rights Reserved 12 Continuous Quality Methodology Six Sigma Methodology – Plan – Do – Check – Act Control Framework Delivery & Support Framework Program Management Methodology Continuous Improvement Methodology Security Management IT Service Management

13. © 2007-2008 | Hansan Global | All Rights Reserved 13 Six Sigma Primary goal is to improve customer satisfaction, and the profitability, by reducing defects. Sigma is a symbol meaning how much deviation exists in a set of data.

14. © 2007-2008 | Hansan Global | All Rights Reserved 14 Six Sigma Methodology Plan – Plan for the quality aspect in the project Do – Perform the quality standards as per the plan Check – Check for the work that has been performed Act – Take corrective actions on the identified problems.

15. © 2007-2008 | Hansan Global | All Rights Reserved 15 Security Management Standard Security Aspects – Security Management – Networks Control Framework Delivery & Support Framework Program Management Methodology Continuous Improvement Methodology Security Management IT Service Management

16. © 2007-2008 | Hansan Global | All Rights Reserved 16 Transformation Traditional ITService Focused IT Technology focusProcess focus Corrective ActionsPreventive Actions Reactive modeProactive mode Users focusedCustomers focused In -houseOut-sourced

17. © 2007-2008 | Hansan Global | All Rights Reserved 17 The Service Provider IT Service Provider – Integration of well accepted –Frameworks –Methodologies –Standards & Models Domains –Control Objective Framework –IT Service Management Methodology –Continuous Quality Improvement Methodology –Security Management Standard – Service Provider Capability Model Service Lifecycle Capabilities Area Capabilities Level

18. © 2007-2008 | Hansan Global | All Rights Reserved 18 Sustain/Operate Plan Design Transition Governance Drivers Enterprise Goals IT Goals CobiT ® Framework IT Service Management Processes Framework (Superset of ITIL ® ) Open itSM Solutions TM Domain Map PO  AI  DS  ME Program/Project Management Quality Management Security Management ApplicationsInformationInfrastructurePeople Resources Enterprise OutcomesIn Support of In Support of Enterprise & IT Alignment Value Alignment Risk Resource Performance Service Provider Model An IT Practice Model Supported by The Open itSM Solutions Practice Guide [i/e] SPM Delivery Platform Supporting The Delivery Platform