1. BIL 424
NETWORK ARCHITECTURE AND SERVICE PROVIDING

2. IT SERVICE MANAGEMENT ( ITSM )
IT service management (ITSM) refers to the entirety of activities that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers.
ITSM is directed by policies, organized and structured in processes and supporting procedures.
It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology.

3. IT SERVICE MANAGEMENT ( ITSM )
As a discipline, ITSM has ties and
common interests with other IT
and general management approaches,
e.g., quality management, information
security management and software
engineering.
Consequently, IT service management
frameworks have been influenced by
other standards and adopted concepts
from them, e.g. CMMI, ISO 9000 or
ISO/IEC
CMMI(Capability Maturity Model Integration) models provide guidance for developing or improving processes that meet the business goals of an organization. A CMMI model may also be used as a framework for appraising the process maturity of the organization CMMI originated in software engineering but has been highly generalized over the years to embrace other areas of interest, such as the development of hardware products, the delivery of all kinds of services, and the acquisition of products and services.

4. ISO/IEC 20000
ISO/IEC is the first international standard for IT service management.
It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011.

5. ISO 20000 Processes Overall management system
Planning and implementing service management
Planning and implementing new/changed services
Service delivery processes
Capacity management
Service continuity and availability management
Service level management
Service reporting
Information security management
Budgeting and accounting for IT services
Release processes
Release management
Resolution processes
Incident management
Problem management
Relationship processes
Business relationship management
Supplier management
Control processes
Configuration management
Change management

6. ITIL
ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business.
ITIL is constantly evolving and in its current form is known as ITIL 2011 edition, which is an updated expansion of ITIL 2007 edition (previously known as V3). V3 replaced V2 (phased out in June 2011) and provided a more holistic perspective on the full life cycle of services and supporting components needed to deliver services to the customer.
In its current form (known as ITIL 2011 edition), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage.

7. ITIL
ITIL describes procedures, tasks and checklists that are not organization-specific, used by an organization ….” (Wikipedia)
ITIL provides a systematic approach to the provision and management of IT services, from inception through design, implementation, operation, and continual improvement.
ITIL defines Service Management as “a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and processes that are used to manage services over their lifecycle.”

8. ITIL
The processes, procedures, functions and roles that facilitate effective IT service are defined in the five core ITSM Lifecycle stages:
IT Service Strategy
IT Service Design
IT Service Transition
IT Service Operation
IT Continual Service Improvement

9. ITIL SERVICE LIFECYCLE
The five core books cover each stage of the service lifecycle, from the
initial definition and analysis of business requirements in
Service Strategy and
Service Design,
through migration into the live environment within
Service Transition, to live operation
and improvement in
Service Operation and
Continual Service Improvement.

10. ITIL Lifecycle/Processes High Level Overview
5 stages
Multiple processes per stage
Natural life cycle of a service from pre-birth (planning) to retirement and replacement
Many processes are familiar:
Change Management
Asset Management
Incident and Problem Management

11. COBIT
Control Objectives for Information and Related Technology (COBIT) is a framework created by ISACA (Information Systems Audit and Control Association) for information technology (IT) management and IT governance.
It is a supporting toolset that allows managers to bridge the gap between control requirements, technical issues and business risks.

12. Key Driving Forces for COBIT
How IT is organised to respond to the requirements
What the stakeholders expect from IT
The resources made available to—and built up by—IT
Business Requirements
IT Resources
IT Processes
Plan and Organise
Aquire and Implement
Deliver and Support
Monitor and Evaluate
Data
Application systems
Technology
Facilities
People
Effectiveness
Efficiency
Confidentiality
Integrity
Availability
Compliance
Information reliability

13. Process Orientation
Domains
Natural grouping of processes, often matching an organisational domain of responsibility
Processes
A series of joined activities with natural control breaks
Activities
or Tasks
Actions needed to achieve a measurable result—activities have a life cycle, whereas tasks are discrete

14. Process Orientation IT Domains IT Processes Activities Plan and
Organise
Acquire and Implement
Deliver and Support
Monitor and Evaluate
IT Processes
IT strategy
Computer operations
Incident handling
Acceptance testing
Change management
Contingency planning
Problem management
Activities
Record new problem.
Analyse.
Propose solution.
Monitor solution.
Record known problem.
Etc. …
Natural grouping of processes, often matching an organisational domain of responsibility
A series of joined activities with natural (control) breaks
Actions needed to achieve a measurable result—activities have a life cycle, whereas tasks are discrete

15. Cobit Framework IT Processes Defined Within Four Domains
Monitoring
Planning and
Organization
Delivery and
Support
Acquisition and
Implementation

16. Planning and Organization
P01 define a strategic IT plan
P02 define the information architecture
P03 determine the technological direction
P04 define IT organization and relationships
P05 manage the IT investment
P06 communicate management aims and direction
P07 manage human resources
P08 ensure compliance with external requirements
P09 assess risks
P10 manage projects
P11 manage quality

17. Acquisition and Implementation
AI1 identify solutions
AI2 acquire and maintain application software
AI3 acquire and maintain technology architecture
AI4 develop and maintain IT procedures
AI5 install and accredit system
AI6 manage changes acquire and maintain

18. Delivery and Support DS1 define service levels
DS2 manage third party services
DS3 manage performance and capacity
DS4 ensure continuous service
DS5 ensure system security
DS6 identify and attribute cost
DS7 educate and train users
DS8 assist and advise IT customers
DS9 manage the configuration
DS10 manage problems and incidents
DS11 manage data
DS12 manage facilities
DS13 manage operations

19. Monitoring M1 monitor the processes M2 asses internal control adequacy
M3 obtain independent assurance
M4 provide for independent audit