DIGITAL GOVERNANCE

ICT SERVICES MANAGEMENT FRAMEWORK

Webinar Agenda
1. Description of ICT Services and the Statutory and Regulatory
Context
2. ICT Governance and Service Management International
Standards
3. ICT Service Management Principles and Quality
Improvement based on ITIL Framework
4. ICT Service Management Life Cycle based on ITIL Framework
5. Critical Elements in the Organization ICT Service
Management
Part 1:
DESCRIPTION OF ICT SERVICES AND THE STATUTORY AND REGULATORY CONTEXT
 VALUE CREATION CUSTOMER EXPERIENCE APPLICATION
Personal DATA 1 CREATE
Identification Available
Medical 2 COLLECT
Registration Immediate
Financial CITIZEN 3 STORE
Claims Accessible
Education 4 TRANSMIT
Request Accurate DIGITAL
Tax 5 PROCESS
Response Complete DATA
Purchase RECORD 6 SHARE
Monitor Usable USE
STAKEHOLDER Benefits 7 SECURE
Report Privacy
8 DISPOSE
T SERVICES AS GOVERNANCE DIGITAL PLATFORM
Purchase
S
P
O
Use INTERNET E R
BROADBAND R T
TECHNOLOGY V F
Wireless I P
network
Edge C O
Cloud Security Technology
Cloud Privacy INTERNET OF THINGS E L
CLOUD TECHNOLOGY I
SECURITY TECHNOLOGY
O
CT Services Statutory and Regulatory Context
R.A. 10844
DIGITAL GOVERNANCE
-National Government Portal
-Information System
Strategic Plan (ISSP)
-National Cyber Security Plan
ICT SERVICE
R.A. 10173 PORTFOLIO
DATA PRIVACY ACT
-Data Processing System Registration
-Privacy Impact Assessment
-Data Protection Security Measures
-Privacy Management Program
-System Development Privacy by Design
R.A. 11032
EASE OF DOING BUSINESS
-Re-engineering of System
3 days Simple Process
7 days Complex Process
20 days Technical Process
-Automation of services
E.0. 605-2007
Q.M.S.
-ISO 9001
Certification
Part 2:
ICT GOVERNANCE AND SERVICE MANAGEMENT
INTERNATIONAL STANDARDS
ICT Services Management is to

Direct
Strategy Lead Policy

Control

Process
Outcome

Delivery of Stakeholders Requirement

For ICT Services
Corporate Governance of ICT Services
Business Governance Business
ISO 38500 Needs
Pressures Model
EVALUATE

Principles DIRECT MONITOR

1. RESPONSIBILITY
2. STRATEGY Strategy Performance
3. ACQUISITION Policies Conformance
4. PERFORMANCE Plan Proposal Compliance
5. CONFORMANCE
6. HUMAN BEHAVIOR
ICT PROJECT ICT OPERATION

BUSINESS PROCESSES
 ICT Service Management System Requirement
1. CONTEXT OF THE ORGANIZATION
ISO 20000 (a) Organization and context (b)Needs and expectation of interested parties (c)
Scope of SMS (4) Establish SMS
2. LEADERSHIP
Requirement (a) Leadership and commitment (b) Policy (c) Roles, Responsibilities, Authorities
(4) Control of Parties involved
3. PLANNING
Services (a) Action to address risks and opportunities (b) SMS objectives and planning to
achieve them (c) Plan the service management system
4. SUPPORT OF THE SERVICE MANAGEMENT SYSTEM
STAKEHOLDER (a) Resources (b) Competence (c) Awareness (d) Communication (e) Documented
Information (f) Knowledge
CUSTOMER
 ICT Service Management System Requirement
5. OPERATION OF SERVICE MANAGEMENT SYSTEM
ISO 20000 (a) Operational Planning and (d) Supply and Demand
Control -Budget & Accounting, Demand
-Key Result Areas, Risks Control, Management, Capacity Management
Operational Plan
Requirement (b) Service Portfolio (e) Service Design, Build and
-Service Catalogue, Configuration Transition
Management -Change Management, Design and
Services Project, Release and Deploy
(c) Relationship and Agreement (f) Resolution and Fulfilment
-Service Level Management, Supplier -Incident Management, Service Request,
STAKEHOLDER Management Problem Management
CUSTOMER (g) Service Assurance -Service Availability Management
-Service Continuity Management
-Information Security Management
 ICT Service Management System Requirement
6. PERFORMANCE EVALUATION 7. IMPROVEMENT
ISO 20000
a) Monitoring, Measurement, Analysis, a) Non conformities and Corrective
Evaluation Actions
Requirement
b) Internal Audit b) Continual Improvement
c) Management Review
d) Service Reporting
Services

STAKEHOLDER
CUSTOMER
Part 3:
ICT SERVICE MANAGEMENT PRINCIPLES BASED ON ITIL
FRAMEWORK
ICT Service Management Principles (ITIL)

1. Focus on value
2. Start where you are
 ICT Service Management Principles (ITIL)
3. Progress iteratively with feedback

4. Collaborate and promote visibility

ICT Service Management Principles (ITIL)

5. Think and work holistically

6. Keep it simple and practical

ICT Service Management Principles (ITIL

7. Optimize and automate

Part 4:
ICT SERVICE MANAGEMENT LIFE CYCLE BASED ON ITIL
FRAMEWORK
Service Management Tree

ORGANIZATION OBJECTIVES

BUSINESS PROCESSES

ICT SERVICES

SERVICE MANAGEMENT
ICT Service Management Life Cycle

Service
Level
package

Service
design
package

service
Knowledge
Management
system

(ITIL View)
Part 5:
CRITICAL ELEMENTS IN THE ORGANIZATION OF ICT SERVICE
MANAGEMENT
A View of ICT Service Management Organization
Enabling Context of Performance

Authority Resources
Service
Service Plan
Improvement
Policy ICT Competency
Service
Delivery &
Support
Governance Service Standards
Evaluation
Service
Implementation
Methodology Communication
Resource Link
ISO 38500
https://www.iso.org/obp/ui/#iso:std:iso-iec:38500:ed-2:v1:en
ISO 20000
https://www.iso.org/obp/ui/#iso:std:iso-iec:20000:-1:ed-3:v1:en
ITIL ITSM PROCESS
https://wiki.en.it-processmaps.com/index.php/Main_Page
Publicly Available ISO Standards
https://standards.iso.org/ittf/PubliclyAvailableStandards/index.html