IBM Rational Software Comes to You México 2008

IBM Rational Software Comes to You México 2008 1

Beneficios en la implementación de un modelo de procesos basado en ITIL Élida Godínez

IBM Rational Software Comes to You México 2008 IT Infrastructure Library (ITIL) Overview 3

IBM Rational Software Comes to You México 2008 Agenda v. Procesos v. Beneficios v. Modelo de procesos v. IT Infrastructure Library (ITIL) v. ITUP IBM Tivoli Unified Process 4

IBM Rational Software Comes to You México 2008 Procesos (AT & T)Un proceso es una serie de tareas definibles, repetibles y medibles que llevan a un resultado útil para un cliente interno o externo. * (IBM)Grupo de actividades que reciben una entrada (input), le agrega un valor y provee un resultado (output) a un cliente interno o externo. 5

IBM Rational Software Comes to You México 2008 Beneficios en la implementación de procesos v. Dueños de procesos, resposabilidades y mediciones v. Consistencia en la estructura de trabajo v. Política de decisiones, alcance y objetivos v. Clara interfase de comunicación con otros procesos, gente y herramientas Los procesos aseguran estabilidad, control, servicios repetibles que pueden ser medibles contratos y niveles de servicio. Te permiten eficiencia y efectividad, cliente - proveedores Optimizar los costos y mejorar la calidad 6

IBM Rational Software Comes to You México 2008 Gartner reporto que; Aproximadamente 80% de la caidas no planeadas son causadas por situaciones en los procesos y la gente y el resto es por fallas de tecnología y desastres. La implantación de mejora continua en procesos efectivos utilizando las mejores practicas permite reducir los errores en los entregablas y servicios Gartner, 1999 70% de los problemas de los clientes están ligados a los procesos de Administración de Cambios * IBM, 2006 7

IBM Rational Software Comes to You México 2008 Beneficios de una aplicación en procesos 8

IBM Rational Software Comes to You México 2008 Beneficios de una aplicación en procesos üMEDIBLE üAUDITABLE üCUMPLIMIENTO CONTRACTUAL 9

IBM Rational Software Comes to You México 2008 Modelo de procesos 10

IBM Rational Software Comes to You México 2008 IT Introducción de Modelos de Referencia Purpose Reference Model ITSM best practices (ITIL) Best practices for IT service management COBIT IT governance control Sarbanes-Oxley US regulatory compliance for IT CMMI Improving project processes e. SCM e. Sourcing e. TOM Standard for telecom industry processes ISO/IEC 17799 Measuring quality of information security management ISO/IEC 19770 Managing software assets ISO/IEC 20000 Measuring the quality of IT service management ISO/IEC 27001 Specification for information security management systems PRM-IT Process reference model for IT RUP Software and systems development process Six Sigma Continuous improvement of processes 11

IBM Rational Software Comes to You México 2008 ITIL ( IT Infrastructure Library ) “Es una estructura, un conjunto de libros que describen las mejores prácticas de la industria para administrar los servicios de TI. ” IT Service Management “Es una estrategia para administrar a la organización de TI como un “negocio”, a través de una metodología enfocada al cliente, orientada al servicio, habilitada y soportada por las disciplinas de TI basadas en las mejores prácticas” 12

IBM Rational Software Comes to You México 2008 IT Infrastructure Library (ITIL): v Creada al final de los 1980 s estandarizan diversos procesos de tecnología ( across UK government ) v Un modelo con una estructura v Manejo del negocio foco en eficiencia, efectividad, calidad y reducción de riesgos v Adoptado por sector público y privado v Lenguaje común pero independencia tecnologica, organización tamaño y localización v Propiedad de Office of Government Commerce (OGC) 13

IBM Rational Software Comes to You México 2008 Objetivo IT Infrastructure Library v Proporcionar de manera consistente la calidad del servicio (Qo. S) adecuada a las necesidades del negocio. v Optimizar el costo de (proveer) los Servicios (Co. S) v Alineación de los servicios y de la capacidad de TI con las necesidades actuales y futuras del negocio. 14

IBM Rational Software Comes to You México 2008 Beneficios: v Administrar las expectativas de los usuarios finales v Medir el desempeño de TI basado en los resultados del negocio v Definición sólida de los compromisos de servicio v Administrar la infraestructura con orientación al servicio v Unificar personal y herramientas a través de procesos de mejores prácticas y métodos de administración-basada en actividades. 15

IBM Rational Software Comes to You México 2008 Characteristics of the IT Infrastructure Library A comprehensive framework of best practices in IT management 16

IBM Rational Software Comes to You México 2008 ITIL Versión 3 Provee guía para diseñar desarrollar e implementar el Service Management 17

IBM Rational Software Comes to You México 2008 ITIL® version 3 was released in May 2007. The stages of the service lifecycle (which are also the names of the 5 core books of ITIL v 3) are shown in the following table. ITIL Versión 3 Service Strategy Financial Management Service Portfolio Management Risk Management Demand Management Service Design -Service Catalog Management -Service Level Management -Capacity Management -Availability Management -IT Service Continuity Management -Information Security Management -Supplier Management Service Transition -Service Asset and Configuration Management -Change Management -Release and Deployment Management -Service Validation and Testing -Transition Planning and Support -Knowledge Management Evaluation Service Operation -Event Management -Incident Management -Problem Management -Request Fulfillment -Access Management Continual Service Improvement Step Improvement Process Service Reporting Service Measurement Return on Investment for CSI 18

IBM Rational Software Comes to You México 2008 Service Strategy, Service Design, Service Transition, Service Operation & Continual Service Improvement v. Crear una infraestructura de mejores practicas adaptable a necesidades especificas v Disponibilidad de la documentación v Proveer de un leguaje común v Programa de Acreditación y certificaciones disponible v Guía que cubren la planeación y implantación. v Arquitectura independiente, tecnología, forma de organización, proveedores e industria. v Adoptado como estándar de Administración de Servicios. 19

IBM Rational Software Comes to You México 2008 ITIL Versión 3 Service Strategy, Service Design, Service Transition, Service Operation & Continual Service Improvement 20

IBM Rational Software Comes to You México 2008 ITIL Versión V 2 vs V 3 Availability Management Capacity Management Financial Management IT Service Continuity Management Service Level Management Service Catalog Management Service Desk (function) Request Fulfillment Incident Management Request Fulfillment Problem Management 21

IBM Rational Software Comes to You México 2008 ITIL Versión V 2 vs V 3 Change Management Release Management Deployment Management Configuration Management Software Asset Management Service Asset and Configuration Management Asset Management Security Management Event Management 22

IBM Rational Software Comes to You México 2008 ITUP ( IBM Tivoli Unified process ) IBM® provee un grupo de herramientas y servicios que ayudan a la implantación de procesos ITUP 23

IBM Rational Software Comes to You México 2008 Administración de cambios 24

IBM Rational Software Comes to You México 2008 Administración de problemas 25

IBM Rational Software Comes to You México 2008 ITUP ( IBM Tivoli Unified process ) IBM Tivoli Access Manager IBM Tivoli License Compliance Manager How to Audit Compliance Using IBM Tivoli License Compliance Manager • How to Implement Compliance Controls Using IBM Tivoli License Compliance Manager How to Audit Compliance Using IBM Tivoli Security Compliance Manager • How to Implement Compliance Controls Using Security Compliance Manager How to use the IBM Tivoli Change and Configuration Management Database to Identify Configuration Items • How to Use the IBM Tivoli Change and Configuration Management Database to verify and audit configuration items. IBM Tivoli Configuration Manager How to Use IBM Tivoli Configuration Manager to Identify Configuration Items IBM Tivoli Net. View How to Use Net. View to Identify Configuration Items IBM Tivoli Network Manager How to use TNM to identify configuration items • How to use IBM Tivoli Network Manager to verify and audit configuration items IBM CICS Configuration Manager Deployment Management How to Audit Compliance Using IBM Tivoli Compliance In. Sight Manager IBM Tivoli Change and Configuration Management Database Configuration Management IBM Tivoli Compliance In. Sight Manager IBM Tivoli Security Compliance Manager Compliance Management How to Implement Compliance Controls Using IBM Tivoli Access Manager for Operating Systems How to use IBM CICS Configuration Manager to perform Release Management and Deployment Management • How to use IBM CICS Configuration Manager to deploy CICS resource definitions IBM Tivoli Configuration Manager How to Use IBM Tivoli Configuration Manager to Perform Deployment Management • How to Use IBM Tivoli Configuration Manager to Plan a Deployment Program IBM Tivoli Provisioning Manager How to Use IBM Tivoli Provisioning Manager to Perform Deployment Management • How to Use TPM to Plan a Deployment Program IBM Tivoli Release Process Manager How to use the IBM Tivoli Release Process Manager to perform Release Management and Deployment Management 26

IBM Rational Software Comes to You México 2008 QUESTIONS 27

IBM Rational Software Comes to You México 2008 THANK YOU Learn more at: • IBM Rational software • IBM Rational Software Delivery Platform • Process and portfolio management • Change and release management • Quality management • Architecture management • • • Rational trial downloads Leading Innovation Web site developer. Works Rational IBM Rational TV IBM Rational Business Partners © Copyright IBM Corporation 2008. All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, the ondemand business logo, Rational, the Rational logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others. 28