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1
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- Greg Charles, Ph.D.
- Western Area Senior Technology Specialist
- March 2007
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2
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- To discuss some of the latest trends and best practices in the area of Service
Management, using ITIL, SixSigma
and CobIT theory as a guide
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3
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4
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- •What is not defined cannot be controlled
- •What is not controlled cannot be measured
- •What is not measured cannot be improved
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5
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6
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- ITIL is a series of books containing best practices for the planning,
delivery and management of quality IT services
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7
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8
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9
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10
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11
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12
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13
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14
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- Focused on IT Standards and Audit, CobIT is jointly “owned/maintained”
by ITGI and ISACA (Information Systems Audit and Control Association)
- Based on over 40 International standards
- Supported by over 150 IT Governance Chapters
- www.itgi.org
- www.isaca.org
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15
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16
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17
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- DS 1 Define Service Levels
- DS 2 Manage Third-Party Services
- DS 3 Manage Performance and
Capacity
- DS 4 Ensure Continuous Service
- DS 5 Ensure Systems Security
- DS 6 Identify and Attribute Costs
- DS 7 Educate and Train Users
- DS 8 Assist and Advise IT
Customers
- DS 9 Manage the Configuration
- DS 10 Manage Problems and
Incidents
- DS 11 Manage Data
- DS 12 Manage Facilities
- DS 13 Manage Operations
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18
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19
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20
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21
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22
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Notes
