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Presentation Topic
Relevance of ITIL and eTOM Framework for IT Risk
Management
What is ITIL & eTOM Framework?
What is the relation to IT Risk Management?
Aminul
How is it supported?
Presented By
Mohammad Aminul Islam (11103812)
Muhammad Misbahur Rahman (11101850)
Contents
Terminology of ITIL
ITIL Lifecycle
Description of Lifecycle
How ITIL support to IT risk management?
Introduction of eTOM
eTOM operation processes
How it support to IT risk management?
Process implementation concept
Process flow concept
Main strength of eTOM in IT risk management
Bibliography
What is ITIL?
ITIL stands for IT Infrastructure Library. It was introduce by the British
government in 1980 for providing quality IT services .It is a set of practices for
IT services management and designed to standardize the all the process of IT
services (planning, delivery, support etc) to the business. The main target is to
improve efficiency and achieving the predictable service levels. ITIL offers a
body of knowledge useful for achieving ISO/IEC 20000 standard.
End users gets better level of service and business saves money
Terminology of ITIL
Single point of contact (SPOC) service desk
This is the entry point of the customer to request a service form for any
Incident.
Service Management
A set of specialized organizational capabilities to providing value to
customer in a form of service.
Service Catalogue
It contains details of all IT services delivered to the customer.
Request for change
A formal proposal for change the existing system
Charging:
After calculating all cost set a charge to a specific service.
Demand Management
Demand management is the critical aspect of service
management. Poorly handle demand is a source of risk for service
providers because of uncertainty in demand.
People
Process
Products
Partners
Bibliography:
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9.
http://www.best-managementpractice.com/gempdf/ITIL_and_Corporate_Risk_Alignment_Guide.pdf
https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/Service_Strategy/ITIL_Introducing
%20Service%20Strategy%20pdf.ashx
https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_design/ITIL_Introducing%
20Service%20Operation%20pdf.ashx
https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_transition/ITIL_Introduci
ng%20Service%20Operation%20pdf.ashx
https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_operation/ITIL_Introduci
ng%20Service%20Operation%20pdf.ashx
https://www.ucisa.ac.uk/~/media/Files/members/activities/ITIL/service_continual_service_impro
vement/ITIL_Introducing%20Service%20Operation%20pdf.ashx
http://wiki.en.it-processmaps.com/index.php/
http://wiki.en.itprocessmaps.com/images/thumb/0/0c/Overview_service_transition_itilv3.jpg/459pxOverview_service_transition_itilv3.jpg
Introduction To eTom:
Etom is a business process frameworkor model. It is widely accepted and
recognized by service providers around the world as their operations
business process framework, and many vendors use the TOM as the basis for
product development and sales.
At present, TOM 2.1 is the TM Forum member approved business process
framework or model. It is widely accepted and recognized by service
providers around the world as their operations business process framework,
and many vendors use the TOM as the basis for product development and
sales.
eTom Architecture:
The highest conceptual view of the eTOM framework is illustrated below.
In the upper two major boxes in the diagram, it provides an
overall
context that differentiates strategy and lifecycle processes from the
operations processes in two large process areas. The key functional areas
horizontally lay across these process areas. In addition, there is also the
internal and external entities that interact with the enterprise such as
customer, suppliers/partners, shareholders, employees and other
stakeholders. After the conceptual overview of the eTOM architecture, there
is a need to dedicate into deeper levels of eTOM framework to master the
3.
It makes available a standard structure, terminology, and
classification scheme for describing business processes and their constituent
building blocks
4.
It supplies a foundation for applying enterprise-wide discipline to
the development of business processes
5.
It provides a basis for understanding and managing portfolios of IT
applications in terms of business process requirements
Bibliography