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IT Service Delivery

The document discusses IT service delivery and related topics including IT operations, using the IT balanced scorecard to define metrics, monitoring controls, change management, and system, network, and problem management. Specifically, it covers managing the IT department, developing metrics for effectiveness and impact, controlling system access and data files, monitoring hardware and software systems, managing faults, performance, configurations, and security on the network, and defining problem escalation and resolution processes.

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Bambang Puji Haryo Wicaksono
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398 views

IT Service Delivery

The document discusses IT service delivery and related topics including IT operations, using the IT balanced scorecard to define metrics, monitoring controls, change management, and system, network, and problem management. Specifically, it covers managing the IT department, developing metrics for effectiveness and impact, controlling system access and data files, monitoring hardware and software systems, managing faults, performance, configurations, and security on the network, and defining problem escalation and resolution processes.

Uploaded by

Bambang Puji Haryo Wicaksono
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Domain 4: IT Service Delivery

Jimmy Ardiansyah
Arkansas – October 30, 2005
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
IT Operation
„ Management of the IT Department
„ System Life Cycle
„ IT Policies
„ IT Standard
„ IT Procedures
„ IT Job Description and Responsibilities
„ IT Risk Management Process
„ IT Asset Management
„ IT Service to the User
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
IT Balanced Scorecard
„ Coverts organization objective of growth and
learning, business process, customer, and
financial goal into a series of defined matrices
„ Scorecard Advantage: promote focus on
specific matrices in direct support of
organizational objective.
„ Scorecard disadvantage: requires a carefully
selection of matrices by the CEO or the CFO.
„ The 3 Layer for IT Scoring: Mission, Strategy,
Metrics.
Using Metrics
„ Metrics are tools designed to demonstrate the
effectiveness of IT operations.
„ Developing metric by using four principle:
1. Obtainable of Data
2. Repeating and Measurable of Process
3. Using Quantifiable Scale
4. Deriving by Automated or Manual Means
„ Basic Types of Measurement Metrics
1. Implementation
2. Efficiency
3. Effectiveness
4. Impact
Developing Metric
„ Purpose
„ Performance Goal
„ Performance Objective
„ Type of Measurement
„ Data Source
„ Available Evidence
„ Frequency
„ Formula Used
„ Indicator
Service Level Mgt
„ System Availability
„ Service Definition
„ Personal Qualifications
„ Security Requirement
„ Data Integrity
„ SLA Performance Reporting
„ Right to Audit
„ SLA Change Procedure
„ Cost of Service
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
IT Service Delivery Control
„ System Access Control
1. User Login and Account Mgt
2. Privileged Login Accounts
3. Maintenance Login Account

„ Data File Controls


1. Standing Data Control
2. System Control Parameters
3. Logical Access Control
4. Transaction Processing Control
IT Service Delivery
Control
„ Application Processing Control
1. Input Control
2. Processing Control
3. Output Control

„ Maintenance Controls
1. Backup and Recovery
2. Project Management
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
Change Management
„ Since we did go thru this topic on the last online review [ Domain 3: Life Cycle Management],
Please take a look previous presentation for further detailed.

„ Software Release and Patch Mgt


„ Configuration Control
„ Change Authorization
„ Emergency Changes
„ Management Control
„ Software Licensing
„ Asset and Media Tracking
„ Asset Disposal
„ User Training
Today’s Review
„ IT Operation
„ Using the IT Balanced Scorecard
„ Monitoring Controls
„ Change Management
„ System Monitoring, Network Management,
Problem Management
System Monitoring
„ Hardware: attaching probes to processor
circuits and detecting and recording event at
those probes. The event are detected as
changes in voltage levels at the probe points.
„ Software: using application monitor that
execute in a computer system to observe and
report of the system. They collect much useful
data for workload analysis.
„ Centralized system Logging
Network Management
„ Fault Management: Concern with prevention,
detection, correction of fault condition)
„ Performance Management: Concern with the
quality , effectiveness, and efficiency of
network communication
„ Configuration Management: concern with the
tracking and control of network resources
„ Accounting Management: Concern with the
collecting and sorting of information about
network utilization
„ Security Management: Concern with the
monitoring and controlling access to network
resources
Problem Management
„ Problem/Change Management System
„ Problem escalation and resolution process
„ Problem Stratification
„ Reporting Procedures
„ Problem Management Review
References
„ WWW.ISACA.ORG
„ WWW.ITTG.ORG
„ CISA Review Manual
Information
„ Jimmy Ardiansyah, MS-IT
Solution Developer @Acxiom Corp.
Arkansas 72801
USA

„ To obtain the .ppt file please request to:


[email protected]
or please visit to:
http://komputer-teknologi.net

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