Hierbij een samenvatting voor het vak IT Service and Risk Management (ISRM) dat wordt gegeven in jaar 2 van de opleiding HBO-ICT in de richting BIM.
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Les 1.......................................................................................................................................................3
Het IT Domein.....................................................................................................................................3
IT en zijn omgeving.........................................................................................................................4
IT Servicemanagement.......................................................................................................................4
IT infrastructuur en assets..............................................................................................................5
IT Service Management (ITSM) doelen...........................................................................................5
Waarom ITSM?...............................................................................................................................5
Voor wie doe je het?.......................................................................................................................5
Waarde...........................................................................................................................................5
ITSM in lijn met de organisatie.......................................................................................................6
IT Beheer............................................................................................................................................6
3 niveaus IT Beheer........................................................................................................................6
IT beheer in drie domeinen............................................................................................................6
Les 2.......................................................................................................................................................7
ITIL Introductie...................................................................................................................................7
Services...........................................................................................................................................7
Klantgerichte benadering...................................................................................................................7
Procesgerichte benadering.................................................................................................................8
ITIL Rollen.......................................................................................................................................8
ITIL implementatie in de organisatie..................................................................................................8
ITIL (v3) levenscyclus..........................................................................................................................9
Fase 1: Service Strategy......................................................................................................................9
Strategy Generation.......................................................................................................................9
Service Portfolio management.....................................................................................................10
Financial Management.................................................................................................................11
Demand Management..................................................................................................................12
Business Relationship Management.............................................................................................13
Les 3......................................................................................................................................................14
Fase 2: Service Design.......................................................................................................................14
Design Coördination.....................................................................................................................14
Service Catalogue Management...................................................................................................14
, Service Level Management (SLM).................................................................................................15
Availability Management..............................................................................................................16
Capacity Management..................................................................................................................17
IT Service Continuity Management (ITSCM).................................................................................18
Information Security Management (ISM).....................................................................................19
Supplier Management..................................................................................................................20
Les 4......................................................................................................................................................20
Fase 3: Service Transition.................................................................................................................20
Transition Planning and Support..................................................................................................20
Change Management...................................................................................................................21
Asset en Configuration Management (SACM)..............................................................................22
Release en Deployment Management..........................................................................................23
Service Validation and Testing......................................................................................................25
Change Evaluation........................................................................................................................25
Knowledge Management..............................................................................................................26
Les 5......................................................................................................................................................26
Fase 4: Service Operation.................................................................................................................26
Event Management......................................................................................................................26
Incident Management..................................................................................................................27
Request Fulfillment.......................................................................................................................29
Problem Management..................................................................................................................29
Access Management.....................................................................................................................30
Les 6......................................................................................................................................................31
Fase 5: Continual Service Improvement...........................................................................................31
Plan: Service Measurement..........................................................................................................31
Do: Service Reporting...................................................................................................................32
Check: Service Presentation.........................................................................................................33
Act: Service Improvement............................................................................................................33
Les 7......................................................................................................................................................33
BiSL...................................................................................................................................................33
Functioneel beheer.......................................................................................................................33
BiSL introductie.................................................................................................................................34
Structuur.......................................................................................................................................34
Richtinggevend niveau..................................................................................................................34
Sturend niveau.............................................................................................................................36
Uitvoerend niveau........................................................................................................................36
,Les 8......................................................................................................................................................38
BiSL Next...........................................................................................................................................38
Domeinen.....................................................................................................................................39
Drivers..........................................................................................................................................39
Perspectieven...............................................................................................................................40
Les 9......................................................................................................................................................40
Samenwerking van beheerdomeinen...............................................................................................40
Samenwerkingsgebieden en koppelvlakken.................................................................................41
Samenwerken in incidentenbeheer..............................................................................................41
Samenwerken in continuïteitsbeheer...........................................................................................43
Samenwerken in functioneel wijzigingsbeheer............................................................................44
Les 10....................................................................................................................................................45
Risicomanagement...........................................................................................................................45
Informatiebeveiliging........................................................................................................................45
Information Security Management System (ISMS: ISO 27001).....................................................45
Les 1
Het IT Domein
,Deel van de organisatie dat zich richt op het management van de Informatie Assets (Assets =
eigendommen)
Houdt zich bezig met informatie assets en ondersteunende IT systemen.
IT en zijn omgeving
IT afdeling bestaat uit bouw en beheer.
Activiteiten binnen IT:
1. Governance of IT
a. Governance: afstemming tussen IT-
activiteiten en business doelen
b. Risk: IT risico wordt op zo’n manier
benaderd dat het de business doelen
ondersteunt
c. Compliance: zorgen dat IT activiteiten
voldoen aan wet- en regelgeving
2. Afstemming tussen bouw en beheer
a. Goede service? goede samenwerking tussen afdelingen vereist. Maar veel
afdelingen werken op zichzelf
b. DevOps: combinatie van Development en Operations
3. Afstemming tussen IT en gebruikersorganisatie
a. Impact IT in samenleving steeds groter bedrijfsprocessen steeds informatie-
intensiever lat voor IT-afdelingen steeds hoger
4. Leveranciers management
a. Activiteiten om tot keuzes voor leveranciers te komen
b. Managen van relatie met leveranciers optimale bijdrage aan strategische
organisatiedoelstellingen
IT Servicemanagement
- IT Service:
Manier om waarde aan klant te leveren door een gewenst eindresultaat te bereiken, zonder
dat de klant aansprakelijk is voor kosten of risico’s
, - IT Servicemanagement:
o Geheel van gespecialiseerde mogelijkheden waarmee organisatie waarde aan klant
levert verschuiving binnen IT beheer van het managen van losse onderdelen naar
focus op het leveren van end-to-end diensten
IT infrastructuur en assets
- ITIL: set van best practices voor inrichten van beheerprocessen
- Serviceassets: alles dat bijdraagt aan de levering van service (applicaties maar ook informatie
en management)
IT Service Management (ITSM) doelen
- Begrijpen klantbehoeften
- Aandacht voor IT- vaardigheden
- Professionele benadering + processen
- Focus op toegevoegde waarde voor business
- Verhoging klanttevredenheid
- Gemotiveerd IT-personeel
Waarom ITSM?
- Hogere afhankelijkheid van Services
- Hogere zichtbaarheid falen IT-diensten
- Hogere complexiteit IT-diensten en -dienstverlening
- Hogere verwachtingen klant
- Externe invloeden door klanten
- Doorberekening IT-diensten
Voor wie doe je het?
- Klanten:
o Kopen assets en services
o Intern (werken voor zelfde organisatie) + extern
o SLA afspraken
- Gebruikers:
o Gebruiken assets + services dagelijks
- Leveranciers:
o Derde partijen die assets en services leveren aan IT organisatie
o IT organisatie heeft deze nodig om services te bieden aan klanten
Waarde
- Fit for purpose:
o Utility: geboden functionaliteit om te voldoen aan behoefte
o Wat de klant krijgt
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