Prezados (as), Como temos falando muito em termos da nova versão do iTil, SLAs, mercado de governança de Ti, etc segue uma newsletter bem interessante.
Gostaria de destacar 1.ISO 20000 Almost Ready! 2. The ITIL Certification Register http://www.certification-register.org 3. The SLA and Security - Quite simply, in security terms, an SLA is essential to govern and define the receipt of all critical services. It should identify not only what security measures are in play, but matters such as what happens when there is a breach (for example, who is responsible for what actions). The ITIL and ISO 20000 Newsletter will be revisiting issues related to the SLA frequently in the future, and makes no apologies for doing so. Too often we see organizations applying significant effort and resources in other areas, but short-cutting on this key issue. 4. How Global is ITIL? Espero que ajude ____________________________ THE ITIL & ISO 20000 NEWSLETTER ____________________________ Welcome to the fourth issue of the ITIL and ISO 20000 newsletter, designed to keep you abreast of news and developments with respect to both ITIL and IT service management generally. The information contained in this newsletter is absolutely free to our subscribers and provides guidance on various practical issues, plus commentary on recent issues. Included in this issue are the following topics: 1) The ITIL Refresh 2) ISO 20000 Almist Ready 3) An ITIL Certification Register 4) The SLA and Security 5) Around the Forums 6) Newsletter Contributors 7) How Global is ITIL? 8) Subscription Information The ITIL Refresh ================ As is widely known, a process has been started which will ultimately result in the 'refresh' of ITIL (sometimes referred to as ITIL Version 3). By virtue of the size of the exercise, however, this will take a considerable time. In fact the projections are for years, rather than months, from start to finish. What are termed 'tranches' will be published in the interim. The objective of this exercise is to improve the 'applicability & usefulness' of ITIL itself. Development started following a lengthy, but relatively limited, consultation exercise. The four identified 'tranches' of the exercise are 'Web based tools', 'Qualifications', 'Consolidated books', and 'ITIL for the non information technology Manager'. The major concepts of ITIL, which are usually considered to be 'Service Support' and 'Service Delivery', are included in the second of these phases. Although predictions are extremely difficult, most of the experts we have consulted suggest that substantial changes with respect to these two sets are extremely unlikely. Other enhancements often predicted relate to: consistency, case studies, inclusion of "cultural issues", links to other frameworks, and the inclusion of return on investment. ISO 20000 Almost Ready! ======================= Much closer on the radar is the publication of the service management standard: ISO 20000. This is a significant development. ISO 20000 is essentially the re-publication of BS15000, with some modifications. These largely amount to the following: - Alignment of Part 1 and Part 2 structures - Standardization of terms such as 'service provider', 'organization', 'business' and 'supplier' - Clarification of the wording of some requirements - A small number of changes to the requirements themselves. It is stated that it will cover the aspects of ITSM that are the cause of 80% of the total spend on IT by most organizations. The standard will provide a common understanding of the management of IT services worldwide. Like BS15000, it will be published as two distinct documents: ISO 20000-1 and ISO 20000-2. The former, ISO20000-1, is the Specification for Service Management. The second, ISO20000-2, will be the Code of Practice for Service Management. Upon publication it will be available for download from BSI's StandardsDirect outlet: http://20000.standardsdirect.org Other references are: The ISO 20000 User Portal: http://www.15000.net ISO 20000 Central: http://20000.fwtk.org The ITIL Certification Register =============================== A problem often cited with respect to the ITIL qualification is the lack of a central register of qualified individuals. Clearly this would be difficult to achieve. However, a voluntary register is already in place, and have been for several years. This is housed at http://www.certification-register.org and is operated in association with the ITIL Open Guide (http://www.itlibrary.org), which is a public access initiative, and is supported by a number of ITIL service providers. Qualified individuals are invited to add their details directly, including date of qualification. THE SLA AND SECURITY ==================== Not too long ago service level agreements (SLAs) were the exception, rather than the norm. Fortunately, however, most organizations are now aware of the importance of these documents and related contracts. However, it is equally clear that too many SLAs are woefully inadequate, both in terms of quality and supporting procedures. This can be a real Achilles heel, and indeed, in some scenarios a significant security risk. Most readers of this newsletter will be well aware of the role of an SLA in terms of quality, but from the security angle, the issues can be even more stark. Quite simply, in security terms, an SLA is essential to govern and define the receipt of all critical services. It should identify not only what security measures are in play, but matters such as what happens when there is a breach (for example, who is responsible for what actions). The same applies to service availability. This is sometimes covered in its own specific schedule within the agreement, and is often the most difficult aspect to agree. However, from a business continuity viewpoint it is critical that it properly meets the needs of the service recipient. Then there are changes to the SLA itself. How are these governed? The SLA is an important document, and controls must be applied to ensure that changes, and their implications, are formally and properly considered, and signed off at the correct level. Changes to the Agreement should be handled under agreed change control procedures. It is normally recommended, however, that the Client organization establishes some form of specific Steering Committee which will be responsible for controlling and monitoring the SLA and changes to the Services, service measurement criteria or the Agreement itself. The following process is fairly common in medium and large organizations: - The nominated Client Representative should submit a Services Change Request on behalf of the user area to the Supplier for consideration and costing. - The Supplier should review the feasibility of the Services Change Request and provide an estimate of the time/work required - The Client Representative and the Supplier should jointly present the Services Change Request to the SLA Steering Committee - Steering Committee is to approve or reject the Services Change Request. - The Steering Committee should consider the impact on contracts and agreements between the two parties and the budgetary issues - The Service Change Request, if approved, is then incorporated into the Service Level Agreement. The ITIL and ISO 20000 Newsletter will be revisiting issues related to the SLA frequently in the future, and makes no apologies for doing so. Too often we see organizations applying significant effort and resources in other areas, but short-cutting on this key issue. References: SLA Zone: http://www.sla-zone.co.uk SLA Template: http://www.service-level-agreement.net Around the Forums ================= A selection of interesting recent threads from the various newsgroups and forums: http://www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=730 Having taken the ITIL Foundations course, I believe my role falls under Release Management. I intend to develop a checklist of items to be used by the Project Manager indicating the completion status of the Change Items. I would expect this checklist to be presented at an ORR board meeting. At that meeting I expect to gather the Operational Readiness and Risks of the Change Item from various stakeholders, and present that to someone or some group for a Go/No-Go decision. My question is, within the ITIL world, who gives that final Go/No-Go decision to implement? Is there some sort of Implementation Board under RM? Some level of Executive decision making? What are other companies doing in this regard?...Thanks http://groups.yahoo.com/group/ITIL-Service/message/194 I am trying to get buy in for the creation of a service catalog as the next step in developing formal service levels. I am being asked the following questions from our CIO: What are the top 5 specific benefits for us doing this? The benefits should be better quality or service as seen by our business partners, or improved efficiency (bottom line) of the department. I already pulled the benefits from an HDI publication and the ITIL booksets but it was not tangible nor specific enough. Could someone show me an example of what it looks like, and how it is (will be) used? Does anyone have an example of a working service catalog that is providing the said benefits? http://www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=220 Are Asset Management and Configuration Management the same? How do they overlap? How do they differ? I have my own beliefs and have the ITIL opinion (I am Manager's/Master's Certified). Just wanted to gather some data to take to my manager and our Config Manager to help get them on the same page. I need more than just my own opinions. http://www.itilcommunity.com/modules.php?name=Forums&file=viewtopic&t=117 What is the difference between Exin and ISEB in terms of Foundations exam? I checked and found ISEB fee to be 20 pounds higher than Exin. Does that mean anything? Does either of the bodies have any advantages over the other? Authors Wanted! =============== If you have a desire to say something on ISO 20000, ITIL or a related framework, or have some useful information or stories, please feel free to submit your contribution to us. We hope that future editions will cotnain articles by third parties, as well as case studies and user experiences. How Global Is ITIL? =================== Truly global! There follows a list of countries from which purchases of ITIL materials were made last month from one of the main online book stores. The percentages are the percentage of global sales to that country: Afghanistan 0.04 % Angola 0.04 % Australia 5.47 % Austria 0.29 % Belgium 1.53 % Bermuda 0.11 % Botswana 0.04 % Brazil 1.17 % Bulgaria 0.04 % Canada 6.34 % Chile 0.11 % China 0.22 % Colombia 0.15 % Costa Rica 0.04 % Croatia 0.11 % Cyprus 0.04 % Czech Republic 0.22 % Denmark 1.02 % Dominican Republic 0.04 % Ecuador 0.07 % Egypt 0.11 % Finland 0.44 % France 1.71 % Germany 2.95 % Greece 0.18 % Greenland 0.07 % Hong Kong 0.62 % Hungary 0.07 % India 0.91 % Indonesia 0.11 % Ireland 0.55 % Israel 0.18 % Italy 0.69 % Jamaica 0.07 % Japan 0.66 % Jordan 0.11 % Kenya 0.07 % Korea, South 0.22 % Kuwait 0.11 % Latvia 0.11 % Lebanon 0.04 % Luxembourg 0.11 % Malaysia 0.29 % Mali 0.04 % Malta 0.04 % Mexico 1.31 % Mozambique 0.04 % Namibia 0.04 % Netherlands 0.98 % Netherlands Antilles 0.04 % New Zealand 1.24 % Norway 1.17 % Pakistan 0.04 % Papua New Guinea 0.04 % Peru 0.07 % Philippines 0.07 % Poland 0.15 % Portugal 0.11 % Qatar 0.11 % Romania 0.07 % Saudi Arabia 0.36 % Singapore 0.55 % Slovakia 0.11 % Slovenia 0.11 % South Africa 1.38 % Spain 0.98 % Sweden 1.24 % Switzerland 2.00 % Taiwan 0.29 % Thailand 0.18 % Trinidad and Tobago 0.04 % Turkey 0.22 % Uganda 0.04 % United Arab Emirates 0.29 % United Kingdom 10.46 % USA 48.76 % Finally ======= Subscription to the newsletter is free of charge (although 'opt-in' only). Please do feel free to pass this copy on to your friends and colleagues. To receive the newsletter directly, they should simply complete the form at: http://itsm.the-hamster.com/subscription.htm If you do not wish to receive further copies, simply email us at [EMAIL PROTECTED] with a title of 'Un-subscribe'. Finally... leave us alone! We accept no liability or responsibility for errors or omissions in this newsletter. This also applies to any loss or damage caused, arising directly or indirectly, by the use of or reliance on the information contained within. The Newsletter Team http://17799-news.the-hamster.com Ricardo Mansur Gestor Tecnologia Carreira desenvolvida na gestão das áreas de TI / Telecom. MBA em TI / Telecom e Negócios da Era Digital, mestrado em Finanças e Administração e Engenheiro Eletrônico. Ingles, Francês e Espanhol. [EMAIL PROTECTED] ----- Original Message ----- From: Gustavo Lens Minarelli To: [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [EMAIL PROTECTED] ; [email protected] Sent: Thursday, November 17, 2005 6:58 PM Subject: [itsm_br] Governança de TI e lucros Governança conduz a lucros, diz MIT Gazeta Mercantil - 17/11/05 São Paulo, Empresas com arquitetura de TI madura realizam tarefas com 29% mais agilidade. As empresas que adotam a governança da área Tecnologia da Informação (TI) são 20% mais lucrativas. E as que detêm arquitetura tecnológica mais madura possuem 29% mais agilidade. As conclusões fazem parte de estudo realizado com empresas globais de forte presença em seus setores pelo Centro para Pesquisas de Sistemas da Informação (CISR) da escola de negócios Sloan, do Massachusetts Institute of Technology (MIT). Responderam à pesquisa sobre governança 256 grandes companhias e sobre arquitetura de TI, 103. Também 50 empresas foram analisadas de perto, entre as quais norte-americanas, européias ou da Ásia. "Não podemos afirmar que há relação direta de causa e efeito entre a governança de TI e lucros maiores. Podemos imaginar que sim. As empresas com melhor desempenho possuem governança", diz a principal pesquisadora cientista do CISR, Jeanne Ross, trazida ao Brasil pela HP para estender os estudos às enpresas locais. Quanto às que detêm infra-estrutura madura, há percepção de economia nos gastos em TI, em um primeiro momento, e depois tendem a investir mais, mas com maior geração de valor, defende Jeanne. A abordagem tradicional para a utilização de TI é a adaptação da infra-estrutura toda vez que há uma necessidade de negócios. "O problema, neste caso, é que TI acaba sendo sempre o gargalo", diz a pesquisadora. "Ouvi de um executivo de um banco de investimentos que é um milagre seus projetos saírem com essa estrutura." Neste baixo nível de maturidade, pode haver silos de negócios pela empresa, cada um com sua própria infra-estrutura. Segundo o estudo, 12% das maiores empresas estão nesse estágio, muitas do segmento farmacêutico e bancos de investimentos. A primeira evolução passa pela padronização de TI para toda a corporação. Quase metade das companhias (48%) se encontra nesse nível. Jeanne exemplifica com a Toyota Europe que, antes de padronizar seus sistemas, obtinha receita anual maior, mas o lucro permanecia estacionado. Do universo estudado, 40% das empresas estão nos dois estágios mais avançados de arquitetura, o de negócios otimizados - em que a infra-estrutura está padronizada e enxuta - e o de modularidade de negócios - em que os processos estão altamente alinhados com a tecnologia e possuem métricas para provar isso. Um exemplo é a British Telecommunications (BT), que pode entregar projetos a cada 90 dias e avaliar os resultados em outros 90 dias. Jeanne estima que leva de cinco a dez anos para as empresas perceberem os benefícios da governança. Mas acredita que esses esforços e os de adesão às exigências regulatórias - como o Ato Sarbanes-Oxely e o Novo Acordo da Basiléia - só engessam as corporações que se encontram nos dois primeiros estágios. (Gazeta Mercantil/Caderno C - Pág. 1)(Carlos Eduardo Valim) Abraços Gustavo Lens Minarelli Gerente de Projetos Consultor IT Service Management CapGemini [EMAIL PROTECTED] mobile: 55 11 8106 8062 ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Lista ITSM_BR - Gestão de TI - Mantida e moderada por Gilberto Biasoto - IT gbiasoto @ yahoo.com.br ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Para de descadastrar envie email para: [EMAIL PROTECTED] --- SPONSORED LINKS Technical support outsourcing Online technical support Technical support Computer technical support Technical support software Internet technical support ------------------------------------------------------------------------------ YAHOO! GROUPS LINKS a.. Visit your group "itsm_br" on the web. b.. To unsubscribe from this group, send an email to: [EMAIL PROTECTED] c.. Your use of Yahoo! Groups is subject to the Yahoo! Terms of Service. ------------------------------------------------------------------------------ [Non-text portions of this message have been removed] ------------------------ Yahoo! Groups Sponsor --------------------~--> 1.2 million kids a year are victims of human trafficking. Stop slavery. http://us.click.yahoo.com/WpTY2A/izNLAA/yQLSAA/67folB/TM --------------------------------------------------------------------~-> ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Lista ITSM_BR - Gestão de TI - Mantida e moderada por Gilberto Biasoto - IT gbiasoto @ yahoo.com.br ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++ Para de descadastrar envie email para: [EMAIL PROTECTED] --- Yahoo! Groups Links <*> To visit your group on the web, go to: http://groups.yahoo.com/group/itsm_br/ <*> To unsubscribe from this group, send an email to: [EMAIL PROTECTED] <*> Your use of Yahoo! Groups is subject to: http://docs.yahoo.com/info/terms/
