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) 1
Plan, Do, Check, Act (PDCA) William Edwards Deming 2
Plan, Do, Check, Act Plan Do sea eesmärgid ja sammud nende saavutamiseks vii need sammud ellu Check jälgi töö käiku, hinda tulemusi vastavalt eesmärkidele Act kohanda plaane, samme, et saavutada parem tulemus 3
COBIT - Control Objectives for Information and related Technology loodud 1992, ISACA (Information Systems Audit and Control Association) rõhuga IT juhtidele ja audiitoritele 4
COBIT väljaanded: Executive Summary Framework (34 IT protsessi) Control Objectives IT Assurance Guide (Audit Guidelines) Implementation Tool Set Management Guidelines 5
COBIT kaetud alad: Plan and Organize Acquire and Implement Deliver and Support Monitor and Evaluate 6
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 7
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 8
ITIL IT Infrastructure Library Service Strategy Strategy Generation Financial Management Service Portfolio Management Demand Management 9
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 10
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 11
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 12
ITIL IT Infrastructure Library Continual Service Improvement 7-Step Improvement Process Service Measurement Service Reporting 13
ITIL IT Infrastructure Library 14
MOF Microsoft Operations Framework baseerub ITIL'il, täiendades seda Process Model, Team Model, Risk Management Model 15
MOF Process Model nn. kvadrandid: 16
HP ITSM Reference model baseerub ITIL'il Business-IT Alignment Service Design and Management Service Development and Deployment Service Operations Service Delivery Assurance 17
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 18
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 19