12 Measures to mitigate & Opportunities New Delivery Models - Collaborative Improve the Quality Systems & Audit process Enhanced productivity – Tools, Accelerators Improved utilization of resources – Process improvement Process Benchmarking and reducing system in efficiencies
Delivery Model Evolution & Challenges 1960s Data Processing Bureau 1970-80s In-house Development 1990s ERP Applications (SW License Model) 2005 Application Services (Software-as-a-service, Utility computing) The end of 90s-2004 Traditional Outsourcing Increasing Complexity of requirement User Perspective −Cost of IT Projects - Traditional model leads to high TCO and is associated with significant risks −Complexity of Business Systems such as ERP in operation complexity, customization etc −Fast rate of Technology −High Demand on IT Specialist −Traditional Outsourcing – not able to benefit the TCO Provider Perspective −Varying requirement across Geography and user requirement −Stagnation on licensing but increase in service requirement −Demand of IT Specialist and cross training as per requirement −Technology driven Delivery Models and associated Quality process 16
Important business factors for change Business Factors −Standardization of business environment and globalization of enterprise applications - same application to all users −Service Level Agreements (SLA) provide legally enforceable guarantee Technology Factors −Emergence of Utility Computing −Role of Web services −And many more …. Conclusions −Collaboration of service providers in development and operation −Many variants of service delivery with different CSF and requires different SLA −Variant selection (sourcing strategy) has to be part of strategic management Requires Collaborative Delivery Models and Quality Tools 18
Customers Service Delivery Framework Software, Hardware Vendors and Service Providers IT Operations Application Delivery IT Security IT Security Service Management IT Planning IT Planning Project Management Quality System Quality System COBIT COSO IT Governance and Audit Management Systems Management Systems PMI Six Sigma Audit Systems SOX Deming Quality Systems Quality Systems CMM BS 1XXX ISO Process Frameworks Process Frameworks CSD MOF ITIL ASL TQM CMM – Capability Maturity Model BS - British Standards / ISO – International Organization for Standardization CSD – Gartner Consolidated Service Desk MOF – Microsoft Operations Framework ITIL – Information Technology Infrastructure Library ASL – Application Service Library TSO – Telecommunications Service Obligations COSO – Committee of Sponsoring Organizations of the Treadway Commission COBIT - Control Objectives for Information and related Technology SoX – Sarbaxy Oxley Compliance PMI - Project Management Institute TQM – Total Quality Management SAS – Statement on Auditing Standards 19 SAS XX
Wrap up and Conclusion Putting COSO, COBIT, and ITIL together COSO defines the high level policies of a well governed IT organization COBIT defines the control structures for evaluating the organization conforms to COSO policies. ITIL defines the practices that will satisfy the COBIT controls. ISO, BS, SAS, CMM defines the quality process to satisfy the delivery framework Quality Tools commonly used are Cause-and-effect diagram, Check sheet, Control charts, Histogram, Pareto chart, Scatter diagram, Stratification. New tools are Affinity Diagrams, Interrelationship Diagrams, Tree Diagrams, Matrix Diagrams, Matrix Data Analysis, Process Decision Program Charts and Arrow Diagrams Advantage of New tools are display information in intuitively helpful ways, structure group work and analysis, promote non-linear thinking and can be used with the “old” tools 20
Key Success Factors COBIT/ ITIL/ COSO Guidelines for Best Practices Provides the theory but not the process Education is an important component Guidelines for Best Practices Provides the theory but not the process Education is an important component Technology - Service Providers Provide the technology that enables and automates the process Repeatability, compliance and notifications Implement processes impossible without technology Provide the technology that enables and automates the process Repeatability, compliance and notifications Implement processes impossible without technology Process Use of right process that is applicable to the unique needs of the organization Training & Education Tool configuration Use of right process that is applicable to the unique needs of the organization Training & Education Tool configuration 21
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