En praktisk anvendelse av ITIL rammeverket

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Magnus Ingvaldsen
8 år siden
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1 NIRF 17. april 2012 En praktisk anvendelse av ITIL rammeverket Haakon Faanes, CIA,CISA, CISM Internrevisjonen NAV

2 NAVs ITIL-tilnærming - SMILI NAV, Side 2

3 Styring av tjenestenivå Prosessen omfatter og består av følgende delprosesser Utarbeide standard for styring av tjenestenivå Identifisere og beskrive leveranser Etablere tjenestenivåavtaler Utføre løpende oppfølging av tjenestenivåavtalene Revidere og reforhandle tjenestenivåavtaler NAV, Side 3

beskrive leveranser Etablere tjenestenivåavtaler Utføre løpende oppfølging

4 Hensikt/Beskrivelse TNA Hensikten med delprosessen er å: Sikre at man er i stand til å etablere avtaler for nye eller endrede tjenester Legge til rette for at avtalene som er inngått er hensiktsmessig og oppdaterte Oppnå en mer ensartet metode for etablering av nye avtaler Beskrivelse: Delprosessen omfatter å: Lage rammeverk for etablering og vedlikehold inklusive roller hos leverandør og kunden Oppdatere standard for prosessen styring av Tjenestenivåavtaler NAV, Side 4

metode for etablering av nye avtaler Beskrivelse: Delprosessen omfatter å: Lage rammeverk for etablering og vedlikehold

5 NAVs ITIL-tilnærming - SMILI NAV, Side 5

6 Hva er revisjonsoppdraget? Kartlegge og vurdere hensiktsmessigheten i NAVs rutiner og systemer for organisering, måling, rapportering og oppfølging av kapasitet og driftsstabilitet i etatens servermiljø NAV, Side 6

7 Temaer i revisjonen Organisering, forankring og samhandling Planlegging av kapasitet Oppfølging av hendelser og Problem management Monitorering og rapportering Releasehåndtering NAV, Side 7

av hendelser og Problem management Monitorering

8 The Service Lifecycle NAV, Side 8

9 The Service Lifecycle NAV, Side 9

10 Hvilke områder er relevante? Service Design Service Level management Availability Management Capacity Management IT Service Continuity Management (Information Security Management) Service Transition (Transition planning and support) Change Management Release and Deploy Management (Service validation and testing) Service Asset and Configuration Management Knowledge Management Service Operation Incident Management Event Management Problem Management Continual Service Improvement Service reporting Service Measurement NAV, Side 10

Security Management) Service Transition (Transition planning and support) Change Management Release and Deploy Management (Service

11 Service Design Service Level Management (1) Service owner Service owner responsibilities Service Design Package Documents defining all aspects of an IT Service Business requirements Service Requirements Service transition Plan Sevice Acceptance Criteria Process owner tasks Documenting and publishing Define KPIs to evaluate effectiveness and efficiency Reviewing KPIs Ensure training Ensure regular reviews and audits Etc.. NAV, Side 11

Plan Sevice Acceptance Criteria Process owner tasks Documenting and publishing Define KPIs to evaluate

12 Service Design Service Level Management (2) Service Level Requirements Detailed definition of customer needs Service Level Agreements Written in customer language Structure? Generic or individual Operational Level Agreements Agreement with internal IT department in detail Underpinning Contracts External provider defining provision of certain elements Service Improvement Plan Service Quality Plan NAV, Side 12

Generic or individual Operational Level Agreements Agreement with internal IT department in detail

13 Service Design Availability Management - key activities Determine the availability requirements Determine Vital Business Functions Targets for availability, reliability and maintainability Establishing measures and reporting Monitoring and trend analyses Reviewing availability and identifying unacceptable levels Investigating unacceptable unavailability Producing and maintaining Availability Plan NAV, Side 13

and reporting Monitoring and trend analyses Reviewing availability and identifying unacceptable levels

14 Service Design Capacity Management - key activities Produce and maintain up-to-date Capacity Plan which reflects current and future needs of business Provides advice and guidance to all other areas of the business and IT on all capacity and performance related issues Assist with diagnosis and resolution of performance and capacity related incident and problems Assess the impact of all changes of the capacity plan Ensure that proactive measures to improve the performance of services are implemented wherever cost justifiable Risk analyses, CM? NAV, Side 14

diagnosis and resolution of performance and capacity related incident and problems Assess the impact of all changes of the capacity plan

15 The Service Lifecycle NAV, Side 15

16 Hvilke områder er relevante? Service Design Service Level management Availability Management Capacity Management IT Service Continuity Management (Information Security Management) Service Transition (Transition planning and support) Change Management Release and Deploy Management (Service validation and testing) Service Asset and Configuration Management Knowledge Management Service Operation Incident Management Event Management Problem Management Continual Service Improvement Service reporting Service Measurement NAV, Side 16

17 Service Transition Service Asset and Configuration Management (1) Configuration Model Configuration Item Service Lifecycle (Business Case) Service CI (people, processes infrastructure) Organization CI (strategy, policies, regulatory req.) Internal CI (data Centre, project deliveries) External CI (from suppliers) Interface CI (contracts) Configuration Management System (CMS) Configuration Management Database (CMDB) Completeness, integrity, validity. NAV, Side 17

18 Service Transition Service Asset and Configuration Management (2) The process Management Planning Configuration Identification Configuration Control - Endringskontroll Status accounting and reporting Verification and audit NAV, Side 18

Identification Configuration Control - Endringskontroll

19 Men NAV, Side 19

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