x36ssp správa softwarových produktů 2. přednáška ing. martin molhanec Čvut – fel k13113
TRANSCRIPT
X36SSPX36SSPSpráva softwarových Správa softwarových
produktůproduktů2. 2. přednáškapřednáška
X36SSPX36SSPSpráva softwarových Správa softwarových
produktůproduktů2. 2. přednáškapřednáška
Ing. Martin MolhanecIng. Martin MolhanecČVUT – FELČVUT – FEL
K13113K13113
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
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
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
Co jsou tořízení 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).
• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.
• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.
Co jsou tořízení 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).
• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.
• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.
Co jsou tořízení 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).
• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.
• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.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.
Co jsou tořízení 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).
• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.
• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.Six Sigma is a system of practices originally
developed by Motorola to systematically improve processes by eliminating defects.
Co jsou tořízení 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).
• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.
• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.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.
Co jsou tořízení 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).
• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.
• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.Capability Maturity Model Integration (CMMI) is
a process improvement approach that provides organizations with the essential elements of
effective processes.
Co jsou tořízení 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).
• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.
• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.
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.
Co jsou tořízení 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).
• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.
• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.
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.
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!
ITSM frameworks(metodické rámce)
• The Information Technology Infrastructure Library (ITIL)
• Control Objectives for Information Technology (COBIT) • Application Services Library (ASL) • Business Information Services Library (BISL) • Microsoft Operations Framework (MOF) • The Enterprise Computing Institute publishes a set of
coordinated books covering general issues of large scale IT management.
• 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.
• The eServices Capability Model for Service Providers (eSCM_SP) and eServices Capability Model for Client Organizations (eSCM-CL) from the ITSqc for Sourcing Management
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.
• 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.
• 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.
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.
• 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.
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.
• 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.
ITIL
COBIT
MOF
ITIL
COBIT
MOF
ITIL
COBIT
MOF
ManagementManagement
Misc. UsersMisc. Users
IT Governance & ManagementIT Governance & Management
IT ArchitectureIT ArchitectureIT Front OfficeIT Front Office
Application MaintenanceApplication
Maintenance
HW & Infrastructure Maintenance
HW & Infrastructure Maintenance
SW Development
SW Development
Information Security
Information Security
IT Department
external environment
ITSM Structure
VedeníVedení
UživateléUživatelé
IT vedeníIT vedení
IT architekturaIT architekturaIT uživatelské oddělení
IT uživatelské oddělení
Správa aplikacíSpráva aplikací Správa HWSpráva HW
Vývoj SWVývoj SW
IT bezpečnostIT bezpečnost
IT oddělení
vnější prostředí
Struktura ITSM
(G) IT Gov. & Management(G) IT Gov. & Management
(A) IT Architecture(A) IT Architecture
(F) IT Front Office(F) IT Front Office
(M) Application Maintenance(M) Application Maintenance
(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance
(D) SW Development(D) SW Development
(S) Information Security(S) Information Security
IT Strategy DevelopmentIT Strategy Development
IT Architecture PlanningIT Architecture Planning
IT Service PlanningIT Service Planning
IT Architecture UpdatingIT Architecture Updating
IT Architecture InformingIT Architecture Informing
User Support (Training, Docs)User Support (Training, Docs)
HelpDesk – Incident MgmtHelpDesk – Incident Mgmt
Risk ManagementRisk Management
Software ConfigurationSoftware Configuration
Change ManagementChange Management
IT Project InitiationIT Project Initiation
IT Project ConstructionIT Project Construction
IT System Support & Maint.IT System Support & Maint.
IT Facility ManagementIT Facility Management
Cost ManagementCost Management
Hardware ConfigurationHardware Configuration
Change ManagementChange Management
HW System SupportHW System Support
Problem ManagementProblem Management
Operation ManagementOperation Management
Intrusion Detect & PreventIntrusion Detect & Prevent
Backup ManagementBackup Management
HR ManagementHR Management
IT Project DeliverIT Project Deliver
ITSM Structure
(G) IT vedení(G) IT vedení (A) IT architektura(A) IT architektura
(F) uživatelské oddělení(F) uživatelské oddělení
(M) Správa aplikací(M) Správa aplikací
(H) Správa HW(H) Správa HW (D) Vývoj SW(D) Vývoj SW
(S) bezpečnost(S) bezpečnost
strategické plánovánístrategické plánování
plánování IT architekturyplánování IT architektury
plánování služebplánování služeb aktualizace IT architekturyaktualizace IT architektury
propagace IT architekturypropagace IT architektury
Podpora uživatelů (školení, dokum.)Podpora uživatelů (školení, dokum.)
HelpDesk – hlášení závadHelpDesk – hlášení závad
řízení rizikřízení rizik
konfigurace softwarekonfigurace software
změnové řízenízměnové řízení
předprojektová přípravapředprojektová příprava
realizacerealizace
správa a podpora SWspráva a podpora SW
správa majetkuspráva majetku
řízení nákladůřízení nákladů
konfigurace hardwarekonfigurace hardware
změnové řízenízměnové řízení
správa a podpora HWspráva a podpora HW
řešení problémůřešení problémů
operační řízeníoperační řízení
detekce a prevence průnikůdetekce a prevence průniků
řízení zálohovánířízení zálohování
řízení lidských zdrojůřízení lidských zdrojů
odbaveníodbavení
Struktura ITSM
(G) IT Gov. & Management(G) IT Gov. & Management
(A) IT Architecture(A) IT Architecture
(F) IT Front Office(F) IT Front Office
(M) Application Maintenance(M) Application Maintenance
(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance
(D) SW Development(D) SW Development
(S) Information Security(S) Information Security
IT Strategy DevelopmentIT Strategy Development
IT Architecture PlanningIT Architecture Planning
IT Service PlanningIT Service Planning
IT Architecture UpdatingIT Architecture Updating
IT Architecture InformingIT Architecture Informing
User Support (Training, Docs)User Support (Training, Docs)
HelpDesk – Incident MgmtHelpDesk – Incident Mgmt
Risk ManagementRisk Management
Software ConfigurationSoftware Configuration
Change ManagementChange Management
IT Project InitiationIT Project Initiation
IT Project ConstructionIT Project Construction
IT System Support & Maint.IT System Support & Maint.
IT Facility ManagementIT Facility Management
Cost ManagementCost Management
Hardware ConfigurationHardware Configuration
Change ManagementChange Management
HW System SupportHW System Support
Problem ManagementProblem Management
Operation ManagementOperation Management
Intrusion Detect & PreventIntrusion Detect & Prevent
Backup ManagementBackup Management
HR ManagementHR Management
IT Project DeliverIT Project Deliver
described byAmbler’s Approach (ASDM)Vojta Merunka
ITSM Structure
(G) IT Gov. & Management(G) IT Gov. & Management
(A) IT Architecture(A) IT Architecture
(F) IT Front Office(F) IT Front Office
(M) Application Maintenance(M) Application Maintenance
(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance
(D) SW Development(D) SW Development
(S) Information Security(S) Information Security
IT Strategy DevelopmentIT Strategy Development
IT Architecture PlanningIT Architecture Planning
IT Service PlanningIT Service Planning
IT Architecture UpdatingIT Architecture Updating
IT Architecture InformingIT Architecture Informing
User Support (Training, Docs)User Support (Training, Docs)
HelpDesk – Incident MgmtHelpDesk – Incident Mgmt
Risk ManagementRisk Management
Software ConfigurationSoftware Configuration
Change ManagementChange Management
IT Project InitiationIT Project Initiation
IT Project ConstructionIT Project Construction
IT System Support & Maint.IT System Support & Maint.
IT Facility ManagementIT Facility Management
Cost ManagementCost Management
Hardware ConfigurationHardware Configuration
Change ManagementChange Management
HW System SupportHW System Support
Problem ManagementProblem Management
Operation ManagementOperation Management
Intrusion Detect & PreventIntrusion Detect & Prevent
Backup ManagementBackup Management
HR ManagementHR Management
IT Project DeliverIT Project Deliver
described byCIO Management Frameworkof Deloitte & Touche
ITSM Structure
(G) IT Gov. & Management(G) IT Gov. & Management
(A) IT Architecture(A) IT Architecture
(F) IT Front Office(F) IT Front Office
(M) Application Maintenance(M) Application Maintenance
(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance
(D) SW Development(D) SW Development
(S) Information Security(S) Information Security
IT Strategy DevelopmentIT Strategy Development
IT Architecture PlanningIT Architecture Planning
IT Service PlanningIT Service Planning
IT Architecture UpdatingIT Architecture Updating
IT Architecture InformingIT Architecture Informing
User Support (Training, Docs)User Support (Training, Docs)
HelpDesk – Incident MgmtHelpDesk – Incident Mgmt
Risk ManagementRisk Management
Software ConfigurationSoftware Configuration
Change ManagementChange Management
IT Project InitiationIT Project Initiation
IT Project ConstructionIT Project Construction
IT System Support & Maint.IT System Support & Maint.
IT Facility ManagementIT Facility Management
Cost ManagementCost Management
Hardware ConfigurationHardware Configuration
Change ManagementChange Management
HW System SupportHW System Support
Problem ManagementProblem Management
Operation ManagementOperation Management
Intrusion Detect & PreventIntrusion Detect & Prevent
Backup ManagementBackup Management
HR ManagementHR Management
IT Project DeliverIT Project Deliver
described byCMMCapability Maturity Model
ITSM Structure
(G) IT Gov. & Management(G) IT Gov. & Management
(A) IT Architecture(A) IT Architecture
(F) IT Front Office(F) IT Front Office
(M) Application Maintenance(M) Application Maintenance
(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance
(D) SW Development(D) SW Development
(S) Information Security(S) Information Security
IT Strategy DevelopmentIT Strategy Development
IT Architecture PlanningIT Architecture Planning
IT Service PlanningIT Service Planning
IT Architecture UpdatingIT Architecture Updating
IT Architecture InformingIT Architecture Informing
User Support (Training, Docs)User Support (Training, Docs)
HelpDesk – Incident MgmtHelpDesk – Incident Mgmt
Risk ManagementRisk Management
Software ConfigurationSoftware Configuration
Change ManagementChange Management
IT Project InitiationIT Project Initiation
IT Project ConstructionIT Project Construction
IT System Support & Maint.IT System Support & Maint.
IT Facility ManagementIT Facility Management
Cost ManagementCost Management
Hardware ConfigurationHardware Configuration
Change ManagementChange Management
HW System SupportHW System Support
Problem ManagementProblem Management
Operation ManagementOperation Management
Intrusion Detect & PreventIntrusion Detect & Prevent
Backup ManagementBackup Management
HR ManagementHR Management
IT Project DeliverIT Project Deliver
described byITILIT Infrastructure Library
ITSM Structure
(G) IT Gov. & Management(G) IT Gov. & Management
(A) IT Architecture(A) IT Architecture
(F) IT Front Office(F) IT Front Office
(M) Application Maintenance(M) Application Maintenance
(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance
(D) SW Development(D) SW Development
(S) Information Security(S) Information Security
IT Strategy DevelopmentIT Strategy Development
IT Architecture PlanningIT Architecture Planning
IT Service PlanningIT Service Planning
IT Architecture UpdatingIT Architecture Updating
IT Architecture InformingIT Architecture Informing
User Support (Training, Docs)User Support (Training, Docs)
HelpDesk – Incident MgmtHelpDesk – Incident Mgmt
Risk ManagementRisk Management
Software ConfigurationSoftware Configuration
Change ManagementChange Management
IT Project InitiationIT Project Initiation
IT Project ConstructionIT Project Construction
IT System Support & Maint.IT System Support & Maint.
IT Facility ManagementIT Facility Management
Cost ManagementCost Management
Hardware ConfigurationHardware Configuration
Change ManagementChange Management
HW System SupportHW System Support
Problem ManagementProblem Management
Operation ManagementOperation Management
Intrusion Detect & PreventIntrusion Detect & Prevent
Backup ManagementBackup Management
HR ManagementHR Management
IT Project DeliverIT Project Deliver
described byBritish Standard 15000
ITSM Structure
Úplně jiný
pohled na
věc.
Úplně jiný
pohled na
věc.
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!