IBM Rational Software Comes to You México

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

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

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

IBM Rational Software Comes to You México (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. Procesos

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

IBM Rational Software Comes to You México 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, % de los problemas de los clientes están ligados a los procesos de Administración de Cambios * IBM, 2006

8 Beneficios de una aplicación en procesos

IBM Rational Software Comes to You México MEDIBLE AUDITABLE CUMPLIMIENTO CONTRACTUAL Beneficios de una aplicación en procesos

IBM Rational Software Comes to You México Modelo de procesos

IBM Rational Software Comes to You México Reference Model Purpose ITSM best practicesITSM best practices (ITIL)Best practices for IT service management COBITIT governance control Sarbanes-OxleyUS regulatory compliance for IT CMMIImproving project processes eSCMeSourcing eTOMStandard for telecom industry processes ISO/IEC 17799Measuring quality of information security management ISO/IEC 19770Managing software assets ISO/IEC 20000Measuring the quality of IT service management ISO/IEC 27001Specification for information security management systems PRM-ITProcess reference model for IT RUPSoftware and systems development process Six SigmaContinuous improvement of processes IT Introducción de Modelos de Referencia

IBM Rational Software Comes to You México 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

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

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

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

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

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

IBM Rational Software Comes to You México ITIL® version 3 was released in May The stages of the service lifecycle (which are also the names of the 5 core books of ITIL v3) are shown in the following table. 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 ITIL Versión 3

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

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

IBM Rational Software Comes to You México 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 ITIL Versión V2 vs V3

IBM Rational Software Comes to You México Change Management Release Management Deployment Management Configuration Management Software Asset Management Service Asset and Configuration Management Configuration Management Asset Management Security Management Event Management ITIL Versión V2 vs V3

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

IBM Rational Software Comes to You México Administración de cambios

IBM Rational Software Comes to You México Administración de problemas

IBM Rational Software Comes to You México Compliance Management IBM Tivoli Access Manager How to Implement Compliance Controls Using IBM Tivoli Access Manager for Operating Systems IBM Tivoli Compliance InSight Manager How to Audit Compliance Using IBM Tivoli Compliance InSight 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 IBM Tivoli Security Compliance Manager How to Audit Compliance Using IBM Tivoli Security Compliance Manager How to Implement Compliance Controls Using Security Compliance Manager Configuration Management IBM Tivoli Change and Configuration Management Database 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.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 NetView How to Use NetView 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 Deployment Management IBM CICS Configuration Manager 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 ITUP ( IBM Tivoli Unified process )

IBM Rational Software Comes to You México QUESTIONS

IBM Rational Software Comes to You México © Copyright IBM Corporation 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 IBMs 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 on- demand 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. 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 developerWorks Rational IBM Rational TV IBM Rational Business Partners THANK YOU