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IT teenuste haldamise standardid ja praktikad

➔ parimad praktikad (set of best practices) ➔ COBIT (Control Objectives for Information and

related Technology)➔ ITIL (IT Infrastructure Library)

➔ raamistikud (framework)➔ MOF (Microsoft Operations Framework)➔ HP ITSM Reference Model

➔ standardid➔ ISO/IEC 20000➔ ISO/IEC 17799 (27000)

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Plan, Do, Check, Act (PDCA)

➔ William Edwards Deming

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Plan, Do, Check, Act

➔ Plan➔ sea eesmärgid ja sammud nende saavutamiseks

➔ Do➔ vii need sammud ellu

➔ Check (Study)➔ jälgi töö käiku, hinda tulemuste vastavust

eesmärkidele, tee järeldusi➔ Act

➔ kohanda plaane, samme, et saavutada parem tulemus

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COBIT - Control Objectives for Information and related Technology

➔ loodud 1992, ISACA (Information Systems Audit and Control Association)

➔ rõhuga IT juhtidele ja audiitoritele

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COBIT – kaetud alad:

➔ Plan and Organize➔ Acquire and Implement➔ Deliver and Support➔ Monitor and Evaluate

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COBIT – väljaanded:

➔ Executive Summary➔ Framework (34 IT protsessi)➔ Control Objectives➔ IT Assurance Guide (Audit Guidelines)➔ Implementation Tool Set➔ Management Guidelines

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ITIL - IT Infrastructure Library

➔ sai alguse 1980'ndatel UK valitsusasutustest:➔ CCTA – Central Computer and

Telecommunications Agency➔ nüüd OGC – Office of Government Commerce➔ parimate praktikate kogum➔ jaotatud protsessideks

➔ protseduurid➔ rollid

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ITIL – IT Infrastructure Library

➔ praegu üks populaarsemaid aluseid IT teenuste pakkumisel

➔ viimane versioon: v3➔ mitmete frameworkide aluseks➔ ITIL'it ei pea ilmtingimata 1:1 ja täies mahus

rakendama➔ oht rakendada vormiliselt, mitte sisuliselt

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ITIL – IT Infrastructure Library

➔ Service Strategy➔ Strategy Generation➔ Financial Management➔ Service Portfolio Management➔ Demand Management

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ITIL – IT Infrastructure Library

➔ Service Design➔ Service Catalogue Management➔ Service Level Management➔ Capacity Management➔ Availability Management➔ IT Service Continuity Management➔ Information Security Management➔ Supplier Management

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ITIL – IT Infrastructure Library

➔ Service Transition➔ Change Management➔ Service Asset and Configuration Management➔ Knowledge Management➔ Transition Planning and Support➔ Release and Deployment Management➔ Service Validation and Testing

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ITIL – IT infrastructure Library

➔ Service Operation➔ Event Management Process➔ Incident Management Process➔ Request Fulfillment Process➔ Access Management Process➔ Problem Management Process➔ Service Desk Function➔ Technical Management Function➔ Application Management Function➔ IT Operations Management Function

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ITIL – IT Infrastructure Library

➔ Continual Service Improvement➔ 7-Step Improvement Process➔ Service Measurement➔ Service Reporting

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ITIL – IT Infrastructure Library

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MOF – Microsoft Operations Framework

➔ baseerub ITIL'il, täiendades seda➔ Process Model, Team Model, Risk Management

Model

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MOF – Process Model

➔ nn. kvadrandid:

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HP ITSM Reference model

➔ baseerub ITIL'il➔ Business-IT Alignment➔ Service Design and Management➔ Service Development and Deployment➔ Service Operations➔ Service Delivery Assurance

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ISO/IEC 20000

➔ koostatud ITILiga kooskõlas➔ koosneb:

➔ Scope

➔ Terms & Definitions

➔ Planning and Implementing Service Management

➔ Requirements for a Management System

➔ Planning & Implementing New or Changed Services

➔ Service Delivery Process

➔ Relationship Processes

➔ Control Processes

➔ Resolution Processes

➔ Release Process

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ISO/IEC 17799:2005

➔ Information technology - Security techniques - Code of practice for information security management

➔ pigem andmeturbestandard➔ turbehaldus, riskihaldus➔ abiks turbeauditil

➔ nimetatakse ümber: ISO/IEC 27002