itsm gap analysis for xyz

8/2/2019 ITSM Gap Analysis for XYZ

1/21

JYUM Odr Dkd`zuju dy WZV Yh`heam

Dk Jkujogy

54uy

an Mdseg 3244 yj`` 52yg

an Drsj`, 3244

4


2/21

WZV Yh`heam Eaknjihkyjd`

Eakyhkyu

RSHDMC@H

DUUHUUMHKY ACFHEYJ^H

DUUHUUMHKY UXMMDSZ

DUUHUUMHKY RDSYJEJRDKYU

DRRSADEG

DUUXMRYJAKU

JIHKYJNJHI UYSHKOYGU AN WZV YH@HEAM JY

LHZ NJKIJKOU

UYDYXU AN JYUM JK WZV YH@HEAM

A^HSD@@ RSAEHUU D@JOKMHKY @H^H@U

RSAEHUU DSHD _JUH ODRU

SHEAMMHKIDYJAKU

SADIMDR

YGH RIED MAIH@

SHNHSHKEHU

3


3/21


Rshdmc`h

5

Ygh JY dy WZV Yh`heam annhsu JY Uhs~jehu, kdmh`z Ygh JY Uhs~jehIhul, JY Jknsduysxeyxsh mdkdohmhky, dki Drr`jedyjakmdkdohmhky ya yghjs exuyamhsu '~dsjaxu ihrdsymhkyu wjygjkWZV Yh`heam* nsam ygh ndej`jyz dy Dedihmje Ejyz Ixcdj, XDH+

Cdelosaxki

Chjko d txd`jyz eakuejaxu asodkjvdyjak, WZV Yh`heam JY ygsj~huya hkuxsh ygdy ygh JY Uhs~jehu ih`j~hshi cz yghm dsh d`jokhi yachuy rsdeyjehu dki o`acd` uydkidsiu jk JY Uhs~jeh mdkdohmhky+

Drrsadeg

Ygju shrasy eakydjku ygh uysxeyxshi shrshuhkydyjak an yghnjkijkou nsam ygju duuhuumhky dki ygh sheammhkidyjak akygh wdz naswdsi+

Ih`j~hsdc`hu


4/21


Duuhuumhky Acfheyj~h

Ygh acfheyj~h an ygju odr dkd`zuju ju ya duuhuu ygh exsshky ygh rsdeyjehu wjygjk WZV

Yh`heam JY Ihrdsymhky wjyg shurhey ya6

Urhejnjhi dki jmr`jhi khhiu an WZV JY ihrdsymhky

O`acd` chuy rsdeyjehu jk JY Uhs~jeh Mdkdohmhky

Ygh Duuhuumhky mdjk`z ydlhu ygh JYJ@ nsdmhwasl du ygh cduju nas ygh duuhuumhky,

ua ygdy ygju nasmu ygh naxkidyjak nas WZV Yh`heam JY nas wasljko yawdsiu ehsyjnzjko

ygh JY Uhs~jeh Mdkdohmhky rsdeyjehu du rhs ygh jkyhskdyjakd` uydkidsi+

9


5/21


Duuhuumhky Uxmmdsz

8

Ygh duuhuumhky wdu eakixeyhi a~hs d rhsjai an 52 ed`hkids idzu uydsyjko

nsam 54uy an Mdseg 3244 yj`` 52yg an Drsj`, 3244+

DuuhuumhkyIxsdyjak6

D`` duuhuumhky sh`dyhi deyj~jyjhu whsh edssjhi axy nsam ygh WZV Yh`heam JY

ndej`jyz dy Dedihmje ejyz Ixcdj, XDH

Duuhuumhky

@aedyjak6

D`` acuhs~dyjaku mdih ixsjko ygh duuhuumhky whsh iaexmhkyhi,

sh~jhwhi dki doshhi wjyg ygh rsafhey mdkdohs an WZV Yh`heam JY ya

hkuxsh yghsh ju ka mjumdyeg an wgdy ygh eakux`ydky xkihsuyaai nsam ygh

jknasmdyjak odyghshi+

Duuhuumhky

^d`jidyjak6

Jkyhs~jhwu wjyg sh`h~dky uydlhga`ihsu jk WZV Yh`heam

Sh~jhw an ygh Uh`n Duuhuumhky txhuyjakkdjsh nj``hi axy cz ygh WZV uydnn

Sh~jhw an rsaehuu!rsaehixsh iaexmhkyu dki r`dku ugawjko ygh jkyhky

Sh~jhw an sheasiu dki ayghs h~jihkehu

Duuhuumhky

Mhygai6


6/21


Duuhuumhky - Rdsyjejrdkyu

Duuhuumhky Rdsyjejrdkyu6 Na``awjko dsh ygh rdsyjejrdkyu nsam WZV Yh`heam JY wgawhsh jk~a`~hi jk ygh duuhuumhky -

>

Fduujm Fxmd Arhsdyjaku Uheyjak Ghdi

Aumdk Ndsdg Drr`jedyjak Uheyjak Shrshuhkydyj~h

Naxdi Ud`hg Rsafhey Mdkdohs

Dzmdk D` Udzhi Rsafhey yhdm mhmchs

Zduuhs Sdmdidk Shrshuhkydyjak nsam Uzuyhmu

Mi Dvjv Shrshuhkydyjak nsam Khywasl

Mxkhhs Dgmhi Shrshuhkydyjak nsam ^hkias

Ydmhs H`dgj Shrshuhkydyjak nsam ICD


7/21


Drrsadeg

?


8/21


Duuxmryjaku

Ygh duuhuumhky ju cduhi ak ygh jknasmdyjak mdih d~dj`dc`h

ya ygh eakux`ydky ygsaxog jkyhs~jhwu dki sh~jhw an iaexmhkyu dki

sheasiu+ D nx`` n`hiohi dxijy an ygh arhsdyjaku wdu kay ygh jkyhkyjak

an ygh hhsejuh+

Jy ju duuxmhi ygdy d`` jknasmdyjak rsa~jihi cz ygh ~dsjaxu

rdsyjejrdkyu jk ygh duuhuumhky hhsejuh dsh dxyghkyje dki eamr`hyh+

Jy ju d`ua duuxmhi ygdy WZV Yh`heam ju oajko drr`z nas

JUA!JHE 32222 ehsyjnjedyjak dy d `dyhs uydoh

7


9/21


Jihkyjnjhi Uyshkoygu an WZV Yh`heam JY

Gh`r Ihul gdu chhk huydc`jughi du d URAE 'ujko`h rajky an eakydey* nas WZV

Yh`heam JY xuhsu

Ygh chkhnjyu dki ygh khhi nas rsaehuu jmrsa~hmhky gdu chhk jihkyjnjhi cz

WZV Yh`heam JY

Us+ Mdkdohmhky dy WZV Yh`heam JY ju eammjyyhi ak jmrsa~jko jy uhs~jeh

ih`j~hsz

^hsz àw uydnn dyysjyjak sdyh, ghkeh mjkjmd` egdkohu jk rsafhey eash mhmchsu

Eamrdsdyj~h`z wh`` edssjhi axy Jkejihky, Uxrr`jhs dki Njkdkejd` Mdkdohmhky

Yaaù, shuaxsehu dki nxkiu d`àedyhi!r`dkkhi nas jmrsa~jko Uhs~jeh

Mdkdohmhky

:


10/21


Lhz Njkijkou

Uhs~jeh Ihul ju huydc`jughi du URAE 'ujko`h rajky an eakydey* nas d`` ygh xuhsu,

gawh~hs ygju ohyu czrduuhi dy yjmhu

^hsz `jmjyhi dwdshkhuu ak JY Uhs~jeh mdkdohmhky chuy rsdeyjehu dmako WZV

Yh`heam uydnn

Ra`jehu sh`dyhi ya JY dsh kay ihnjkhi, iaexmhkyhi dki eammxkjedyhi

Iaexmhky eakysa` rsaehixshu dsh exsshky`z xkd~dj`dc`h

Mjkxyhu an dkz mhhyjkou jk JY dsh kay eakujuyhky`z sheasihi dki

na``awhi xr

Iaexmhkyhi h~jihkeh an JY r`dkkjko ju kay d~dj`dc`h, cxy r`dkkjko ju

iakh dkkxd``z

42


11/21


Uydyxu an ygh JYUM Rsaehuuhu

Uydyxu an ygh JYUM Rsaehuuhu jk WZV Yh`heam 6

44

Rsaehuu Hjuyjko Cxy Jkuxnnjejhky Iaexmhkydyjak Kak- Hjuyhky Rsaehuuhu

Jknasmdyjak Uhexsjyz Mdkdohmhky Eaknjoxsdyjak Mdkdohmhky

Sh`hduh Mdkdohmhky Rsac`hm Mdkdohmhky

Egdkoh Mdkdohmhky D~dj`dcj`jyz dki Eakyjkxjyz Mdkdohmhky

Uxrr`jhs Mdkdohmhky Edrdejyz Mdkdohmhky

Cxiohyjko dki Deeaxkyjko Uhs~jeh @h~h` Mdkdohmhky

Jkejihky MdkdohmhkyCxujkhuu Sh`dyjakugjr Mdkdohmhky

Uhs~jeh Shrasyjko


12/21


A~hsd`` Rsaehuu D`jokmhky @h~hùj``xuysdyj~h

Ygh mhygai an edèx`dyjak an hdeg `h~h` ju oj~hkchàw6

Hdeg rsaehuu dshd gdu urhejnje kxmchs an

txhuyjaku+ Cduhi ak ygh jknasmdyjak oj~hk ixsjko

ygh duuhuumhky dki dnyhs sh~jhwjko ehsydjk

h~jihkehu, d`jokmhky `h~hù dsh ihyhsmjkhi+

Jn ygh d`jokmhky `h~h` an d rsaehuu dshd ju `huu

ygdk 82( yghk jy ju eakujihshi ya ch dy @h~h`-4+ Jn

jy ju htxd` ya as mash ygdk 82( dki chàw :2(,

yghk ygh d`jokmhky jy ju eakujihshi ya ch dy @h~h`-

3+ Jn jy ju :2( as dca~h yghk ygh d`jokmhky `h~h` ju

eakujihshi ya ch du @h~h`-5

Jkejihky Mdkdohmhky

Rsac`hm Mdkdohmhky

Egdkoh Mdkdohmhky

Eaknjoxsdyjak Mdkdohmhky

Sh`hduh Mdkdohmhky

Cxujkhuu sh`dyjakugjr Mdkdohmhky

Uxrr`jhs sh`dyjakugjr Mdkdohmhky

Rsaehuu DshdEamr`jdkeh @h~h`

@h~h` 4 @h~h` 3 @h~h` 5

Uhs~jeh @h~h` Mdkdohmhky

Uhs~jeh Shrasyjko

Jknasmdyjak Uhexsjyz Mdkdohmhky

Cxiohyjko dki Deeaxkyjko nas JY

Edrdejyz Mdkdohmhky

D~dj`dcj`jyz dki Eakyjkxjyz Mdkdohmhky

43

@h~h` 4 Mdfas Ih~jdyjak nsam ygh uydkidsi shtxjshmhky

@h~h` 3 Uamh eakysaù jk r`deh

@h~h` 5 Mjkjmxm Ih~jdyjak nsam ygh uydkidsi shtxjshmhky


13/21


Rsaehuu Dshd _juh Odru - j``xuysdyj~h

+ Rsaehuu Dshd6 Jkejihky MdkdohmhkyD`jokmhky Rhsehkydoh6 >>+>?( '@h~h`-3*

Esxejd` Odru acuhs~hi6

Xkjtxh jihkyjnjhs dki rhsjaije xridyhu kay oj~hk ya xuhsu ak shrasyhi jkejihkyu

Eakujuyhky rsaehixsh ya gdki`h mdfas jkejihkyu kay d~dj`dc`h

Gh`rihul ju czrduuhi nas Drr`jedyjak sh`dyhi ed``u

Exsshky hued`dyjak mhegdkjum jk r`deh ya shua`~h jkejihkyu ju kay nasmd`

Jkejihkyu kay rsjasjyjvhi dodjkuy cxujkhuu jmrdey dki xsohkez

Eghel ak xuhs udyjundeyjak dki sheasijko an ua`xyjaku kay iakh, dy jkejihky e`auxsh

45


14/21


Rsaehuu Dshd _juh Odru - j``xuysdyj~h

Urhejnje Shtxjshmhkyu an ygh nsdmhwasl dki d`jokmhky ihydjù6

Jkejihky Mdkdohmhky

JYUM Chuy Rsdeyjehu D`jokmhky Uydyxu

4 D`` jkejihkyu ugd`` ch sheasihi RDSYJD@@Z D@JOKHI

3 Rsaehixshu ugd`` ch diaryhi ya mdkdoh ygh jmrdey an uhs~jeh jkejihkyu RDSYJD@@Z D@JOKHI

5Rsaehixshu ugd`` ihnjkh ygh sheasijko, rsjasjyjvdyjak, cxujkhuu jmrdey, e`duujnjedyjak,

xridyjko, hued`dyjak, shua`xyjak dki nasmd` eàuxsh an d`` jkejihkyuRDSYJD@@Z D@JOKHI

9

Ygh exuyamhs ugd`` ch lhry jknasmhi an ygh rsaoshuu an yghjs shrasyhi jkejihkyu as

uhs~jeh shtxhuy dki d`hsyhi jk di~dkeh jn yghjs uhs~jeh `h~hù edkkay ch mhy dki dk deyjak

doshhi

RDSYJD@@Z D@JOKHI

8D`` uydnn jk~a`~hi jk jkejihky mdkdohmhky ugd`` gd~h deehuu ya sh`h~dky jknasmdyjak uxeg

du lkawk hssasu, rsac`hm shua`xyjaku dki ygh eaknjoxsdyjak mdkdohmhky idydcduhKAY D@JOKHI

> Mdfas jkejihkyu ugd`` ch e`duujnjhi dki mdkdohi deeasijko ya d ihnjkhi rsaehuu KAY D@JOKHI

49


15/21


Sheammhkidyjaku

Jmmhijdyh Deyjaku Sheammhkihi

Nasm d uyhhsjko eammjyyhh nas rsaoshuu sh~jhwu dki hued`dyjak mdkdohmhky an ygh

jmrsa~hmhky jkjyjdyj~h

Iaexmhky d`` Uhs~jehu dki jyu ihydjù wjyg ihndx`y `h~hù jk d Uhs~jeh Edydàoxh

Jihkyjnz uhs~jehawkhsu nas hdeg uhs~jeh nsam WZV Yh`heam JY

Jihkyjnz dki iaexmhky uhs~jehu shtxjshi cz WZV Yh`heam JY nsam ayghs ihrdsymhkyu

R`dk dki jmr`hmhky d~dj`dcj`jyz, edrdejyz dki uhexsjyz makjyasjko yaaù

Jihkyjnz drrsarsjdyh jkij~jixdù nas rsaehuu awkhsugjr dki mdkdohmhky

Iaexmhky, sh~jhw dki doshh ak d`` rsaehuu iaexmhkydyjak khhihi cz ygh nsdmhwasl

Jihkyjnz d`` ygh sjulu sh`dyhi ya ygh jmr`hmhkydyjak an ygh Uhs~jeh Mdkdohmhky Uzuyhm

Ih~hàr mjyjodyjak r`dku nas sjulu ygdy gd~h gjog Sjul Rsjasjyz Kxmchs

48


16/21


Sheammhkidyjaku

4>

Sheammhkihi Uyhhsjko Eammjyyhh Eamraujyjak dki Shurakujcj`jyjhu

Uyhhsjko eammjyyhh

eamraujyjak

Rsafhey Urakuas JY ijsheyas

Uheyjak Ghdiu Drr`jedyjak dki Arhsdyjaku

Rsafhey Mdkdohs WZV Yh`heam

Rsafhey Mdkdohs Eakux`ydkyu

Exuyamhs shrshuhkydyj~h'u*

Gjog-`h~h` shurakujcj`jyjhu an

uyhhsjko eammjyyhh

Isj~h dighshkeh an uhy ra`jejhu dki rsaehuuhu ygsaxog nasmd`

eammxkjedyjaku ya d`` uydnn

Duujuy jk isj~jko deyj~jyjhu axyujih JY ihrdsymhky, shtxjshi cz ygh

uydkidsi

Shua`~h shuaxseh dki nxki juuxhu ygdy edkkay ch mdkdohi cz rsafhey

mdkdohs

Eakixey Uhs~jeh Mdkdohmhky Sh~jhw


17/21


Sheammhkidyjaku

Sheammhkihi Shurakujcj`jyjhu an ygh Mdkdohmhky Shrshuhkydyj~h 6

Eshdyjak, jmr`hmhkydyjak dki mdjkyhkdkeh an ygh Uhs~jeh Mdkdohmhky Ra`jez

dki Uhs~jeh mdkdohmhky uzuyhm nas WZV Yh`heam JY

Eshdyh dki jmr`hmhky iaexmhky eakysa` ra`jez, rsaehixshu dki mdjkydjk

mduyhs `juy an iaexmhkyu dki iaexmhky uyasdoh

Hkuxsh d~dj`dcj`jyz an drrsarsjdyh cxiohyu dki nxkiu nas uhs~jeh mdkdohmhky

dki jmrsa~hmhky

Ihnjkjyjak an Sa`hu dki Shurakujcj`jyjhu nas Rsaehuu Awkhsu dki Rsaehuu

Mdkdohsu nas ygh rsaehuuhu du rhs ygh nsdmhwasl

Eshdyjak an jkyhskd` dxijy rsaehixsh, r`dkkjko, hhexyh dxijyu, eshdyh jkyhskd`

dxijy shrasyu dki na``aw-xr yj`` e`auxsh

4?


18/21


Sheammhkidyjaku

Sheammhkihi Rsaehuu Awkhsugjr dki Mdkdohmhky Osaxrjkou

Ijnnhshky sa`hu wjyg urhejnje shurakujcj`jyjhu ya mdkdoh ijnnhshky rsaehuu dshdu waxì ch

shtxjshi ya hkuxsh hnnheyj~h jmr`hmhkydyjak an ygh Uhs~jeh Mdkdohmhky uzuyhm+ Jy mdz kay

ch rauujc`h as kay shtxjshi ya gd~h ijnnhshky jkij~jixdù nas mdkdojko hdeg rsaehuu dshdu+

Na`àwjko dsh ygh sheammhkihi eamcjkdyjak ygdy eaxì ch 6

Uhs~jeh Ihul

Jkejihky Mdkdohmhky

Uhs~jeh @h~h` Mdkdohmhky

Cxujkhuu sh`dyjakugjr

Uhs~jeh Shrasyjko

Rsac`hm Mdkdohmhky

Egdkoh Mdkdohmhky

Sh`hduh Mdkdohmhky

Eaknjoxsdyjak Mdkdohmhky

D~dj`dcj`jyz Mdkdohmhky

Edrdejyz Mdkdohmhky

Eakyjkxjyz Mdkdohmhky

Jknasmdyjak Uhexsjyz

Mdkdohmhky

Uxrr`jhs Mdkdohmhky

Njkdkejd` Mdkdohmhky

47


19/21


Sadimdr

4:

Sadi Mdr Nas JYUM Jmr`hmhkydyjak


20/21

WZV Yh`heam Eaknjihkyjd`32

Ygh RIED Maih`


21/21


Shnhshkehu

WZV Yh`heam JY ihrdsymhky ra`jejhu, rsaehuuhu dki rsaehixshu H~jihkehu

JYJ@ chuy rsdeyjehu nsdmhwasl iaexmhkydyjak

34

itsm gap analysis for xyz

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