1. X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113

2. ICT ve firmě Slouží zájmům vedení firmy –Dosahovat ekonomického profitu –Uspokojovat požadavky uživatelů –Iniciovat inovační efekt ICT je proto –Plánováno, řízeno a kontrolováno Řízení ICT služeb –Oddělení firmy, které se stará o výše uvedené

3. ICT ve firmě Slouží zájmům vedení firmy –Dosahovat ekonomického profitu –Uspokojovat požadavky uživatelů –Iniciovat inovační efekt ICT je proto –Plánováno, řízeno a kontrolováno Řízení ICT služeb –Oddělení firmy, které se stará o výše uvedené

4. ICT ve firmě Slouží zájmům vedení firmy –Dosahovat ekonomického profitu –Uspokojovat požadavky uživatelů –Iniciovat inovační efekt ICT je proto –Plánováno, řízeno a kontrolováno Řízení ICT služeb –Oddělení firmy, které se stará o výše uvedené

5. Co jsou to řízení 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).TQMSix SigmaBusiness Process ManagementCMMI ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.back officebusinessesorganizations In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.(ERP

6. Co jsou to řízení 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).TQMSix SigmaBusiness Process ManagementCMMI ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.back officebusinessesorganizations In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.(ERP

7. Co jsou to řízení 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).TQMSix SigmaBusiness Process ManagementCMMI ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.back officebusinessesorganizations In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.(ERP 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.managementawarenessqualitymanufacturingeducation governmentservice industriesNASA

8. Co jsou to řízení 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).TQMSix SigmaBusiness Process ManagementCMMI ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.back officebusinessesorganizations In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.(ERP Six Sigma is a system of practices originally developed by Motorola to systematically improve processes by eliminating defects.

9. Co jsou to řízení 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).TQMSix SigmaBusiness Process ManagementCMMI ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.back officebusinessesorganizations In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.(ERP 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. business processes

10. Co jsou to řízení 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).TQMSix SigmaBusiness Process ManagementCMMI ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.back officebusinessesorganizations In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.(ERP Capability Maturity Model Integration (CMMI) is a process improvement approach that provides organizations with the essential elements of effective processes.process improvement

11. Co jsou to řízení 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).TQMSix SigmaBusiness Process ManagementCMMI ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.back officebusinessesorganizations In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.(ERP 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.corporationsITaccounting human resources

12. Co jsou to řízení 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).TQMSix SigmaBusiness Process ManagementCMMI ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.back officebusinessesorganizations In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.(ERP 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.dataintegration

13. 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!

14. ITSM frameworks (metodické rámce) The Information Technology Infrastructure Library (ITIL)Information Technology Infrastructure Library Control Objectives for Information Technology (COBIT)Control Objectives for Information Technology Application Services Library (ASL)Application Services Library Business Information Services Library (BISL)Business Information Services Library Microsoft Operations Framework (MOF)Microsoft Operations Framework The Enterprise Computing Institute publishes a set of coordinated books covering general issues of large scale IT management.Enterprise Computing Institute 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.Butterworth-Heinemann (Computer Weekly Professional Series) The eServices Capability Model for Service Providers (eSCM_SP) and eServices Capability Model for Client Organizations (eSCM-CL) from the ITSqc for Sourcing ManagementeServices Capability Model for Service ProviderseServices Capability Model for Client OrganizationsITSqc

15. 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.best practiceinformation technology 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.procedures 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.

16. 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.best practicesIT Information Systems Audit and Control AssociationIT Governance Institute 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.managersauditorsIT usersmeasuresprocessesIT governance

17. 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.Microsoft MOF is based on an internationally accepted set of IT service management best practices called the IT Infrastructure Library (ITIL) from the UK government’s Office of Government Commerce (OGC). MOF can be viewed as a superset of the ITIL standards.internationallyIT Infrastructure Librarysuperset

18. ITIL COBIT MOF

19. ITIL COBIT MOF

20. ITIL COBIT MOF

21. Management Misc. Users IT Governance & Management IT Architecture IT Front Office Application Maintenance HW & Infrastructure Maintenance SW Development Information Security IT Department external environment ITSM Structure

22. Vedení Uživatelé IT vedení IT architektura IT uživatelské oddělení Správa aplikací Správa HW Vývoj SW IT bezpečnost IT oddělení vnější prostředí Struktura ITSM

23. (G) IT Gov. & Management (A) IT Architecture (F) IT Front Office (M) Application Maintenance (H) HW & Infr. Maintenance (D) SW Development (S) Information Security IT Strategy Development IT Architecture Planning IT Service Planning IT Architecture Updating IT Architecture Informing User Support (Training, Docs) HelpDesk – Incident Mgmt Risk Management Software Configuration Change Management IT Project Initiation IT Project Construction IT System Support & Maint. IT Facility Management Cost Management Hardware Configuration Change Management HW System Support Problem Management Operation Management Intrusion Detect & Prevent Backup Management HR Management IT Project Deliver ITSM Structure

24. (G) IT vedení (A) IT architektura (F) uživatelské oddělení (M) Správa aplikací (H) Správa HW (D) Vývoj SW (S) bezpečnost strategické plánování plánování IT architektury plánování služeb aktualizace IT architektury propagace IT architektury Podpora uživatelů (školení, dokum.) HelpDesk – hlášení závad řízení rizik konfigurace software změnové řízení předprojektová příprava realizace správa a podpora SW správa majetku řízení nákladů konfigurace hardware změnové řízení správa a podpora HW řešení problémů operační řízení detekce a prevence průniků řízení zálohování řízení lidských zdrojů odbavení Struktura ITSM

25. (G) IT Gov. & Management (A) IT Architecture (F) IT Front Office (M) Application Maintenance (H) HW & Infr. Maintenance (D) SW Development (S) Information Security IT Strategy Development IT Architecture Planning IT Service Planning IT Architecture Updating IT Architecture Informing User Support (Training, Docs) HelpDesk – Incident Mgmt Risk Management Software Configuration Change Management IT Project Initiation IT Project Construction IT System Support & Maint. IT Facility Management Cost Management Hardware Configuration Change Management HW System Support Problem Management Operation Management Intrusion Detect & Prevent Backup Management HR Management IT Project Deliver described by Ambler’s Approach (ASDM) Vojta Merunka ITSM Structure

26. (G) IT Gov. & Management (A) IT Architecture (F) IT Front Office (M) Application Maintenance (H) HW & Infr. Maintenance (D) SW Development (S) Information Security IT Strategy Development IT Architecture Planning IT Service Planning IT Architecture Updating IT Architecture Informing User Support (Training, Docs) HelpDesk – Incident Mgmt Risk Management Software Configuration Change Management IT Project Initiation IT Project Construction IT System Support & Maint. IT Facility Management Cost Management Hardware Configuration Change Management HW System Support Problem Management Operation Management Intrusion Detect & Prevent Backup Management HR Management IT Project Deliver described by CIO Management Framework of Deloitte & Touche ITSM Structure

27. (G) IT Gov. & Management (A) IT Architecture (F) IT Front Office (M) Application Maintenance (H) HW & Infr. Maintenance (D) SW Development (S) Information Security IT Strategy Development IT Architecture Planning IT Service Planning IT Architecture Updating IT Architecture Informing User Support (Training, Docs) HelpDesk – Incident Mgmt Risk Management Software Configuration Change Management IT Project Initiation IT Project Construction IT System Support & Maint. IT Facility Management Cost Management Hardware Configuration Change Management HW System Support Problem Management Operation Management Intrusion Detect & Prevent Backup Management HR Management IT Project Deliver described by CMM Capability Maturity Model ITSM Structure

28. (G) IT Gov. & Management (A) IT Architecture (F) IT Front Office (M) Application Maintenance (H) HW & Infr. Maintenance (D) SW Development (S) Information Security IT Strategy Development IT Architecture Planning IT Service Planning IT Architecture Updating IT Architecture Informing User Support (Training, Docs) HelpDesk – Incident Mgmt Risk Management Software Configuration Change Management IT Project Initiation IT Project Construction IT System Support & Maint. IT Facility Management Cost Management Hardware Configuration Change Management HW System Support Problem Management Operation Management Intrusion Detect & Prevent Backup Management HR Management IT Project Deliver described by ITIL IT Infrastructure Library ITSM Structure

29. (G) IT Gov. & Management (A) IT Architecture (F) IT Front Office (M) Application Maintenance (H) HW & Infr. Maintenance (D) SW Development (S) Information Security IT Strategy Development IT Architecture Planning IT Service Planning IT Architecture Updating IT Architecture Informing User Support (Training, Docs) HelpDesk – Incident Mgmt Risk Management Software Configuration Change Management IT Project Initiation IT Project Construction IT System Support & Maint. IT Facility Management Cost Management Hardware Configuration Change Management HW System Support Problem Management Operation Management Intrusion Detect & Prevent Backup Management HR Management IT Project Deliver described by British Standard 15000 ITSM Structure

30. Úplně jiný pohled na věc.

32. Problémy se zavedením ITSM Nejde o matematické vzorečky, ale o doporučené postupy. V každém prostředí a situaci je nutný jiný individuálně přizpůsobený postup. Je nutné věřit, že to pomáhá. Postupy je nutné dodržovat doopravdy a nikoliv jenom naoko! Výsledky se neprojeví okamžitě!