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IT manager wants to improve the quality of service delivery issues y implementing I"#$IE% &''' to show senior usiness management that there is no need to outsource them. He has asked you to come up with a structure for a Gap Analysis report that will identify the gaps etween the current and required maturity. Give a rief outline of the structure of your proposed report with e+amples of content!
IT manager wants to improve the quality of service delivery issues y implementing I"#$IE% &''' to show senior usiness management that there is no need to outsource them. He has asked you to come up with a structure for a Gap Analysis report that will identify the gaps etween the current and required maturity. Give a rief outline of the structure of your proposed report with e+amples of content!
IT manager wants to improve the quality of service delivery issues y implementing I"#$IE% &''' to show senior usiness management that there is no need to outsource them. He has asked you to come up with a structure for a Gap Analysis report that will identify the gaps etween the current and required maturity. Give a rief outline of the structure of your proposed report with e+amples of content!
There are various quality related issues the IT management of ElectricWorks
at hand is struggling with and it is under pressure from senior usiness managers to clear up their act or face wide scale outsourcing! The IT manager wants to improve the quality of service delivery issues y implementing I"#$IE% &'''' to show senior usiness management that there is no need to outsource them! The management team is very positive aout your knowledge aout I"#$IE% &'''' and has asked if you can come up with a structure for a gap analysis report that will identify the gaps etween the current and required maturity to pass an I"#$IE% &'''' audit y an (%)! Give a rief outline of the structure of your proposed report* with e+amples of content! ,reparation- &' minutes preparation for the presentation ,resentation- .a+imum /' minutes 0presentation and discussion1 Target audience- IT management team ElectricWorks 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course Context Objective Report back Time allowed Answer key 4 Group assignment 3 - Gap Analysis report ]Gap analysis Report 5ame %lient Version : Autor : !ate : 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course Table o" Contents #$ !OC%&'(T )*+TOR,$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ - .$ &A(AG'&'(T +%&&AR, A(! CO(C/%+*O(+$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$- 0$ *(TRO!%CT*O($$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ - &!/! I5T(#67%TI#5!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 &!&! #)8E%TI9E"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 &!3! "%#,E!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 &!:! A,,(#A%;!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 -$ GA1 A(A/,+*+$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ - 3!/! (E27I(E.E5T" <#( A .A5AGE.E5T "="TE.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!3 3.1.1. Management responsibility....................................................................3 3.1.2. Documentation requirements................................................................3 3.1.3. Competence, awareness and training...................................................3 3!&! ,>A55I5G A56 I.,>E.E5TI5G "E(9I%E .A5AGE.E5T!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!3 3.2.1. Plan service management (Plan..........................................................3 3.2.2. !mplement service management and provide t"e service (Do.............3 3.2.3. Monitoring, measuring and reviewing (C"ec#......................................3 3.2.$. Continual improvement (%ct.................................................................3 3!3! ,>A55I5G A56 I.,>E.E5TI5G 5EW #( %;A5GE6 "E(9I%E"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!3 3!:! "E(9I%E 6E>I9E(= ,(#%E""E"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!3 3.$.1. &ervice 'evel Management...................................................................3 ,(#%E"" "%#,E!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 A%TI9ITIE"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 3.$.2. &ervice (eporting.................................................................................. 3 3.$.3. &ervice Continuity and %vailability management...................................3 3.$.$. )udgeting and %ccounting *or !+ services.............................................3 3.$.,. Capacity Management.......................................................................... 3 3.$.-. !n*ormation &ecurity Management.........................................................3 3!?! (E>ATI#5";I, ,(#%E""E"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 3.,.1. )usiness relations"ip management.......................................................3 3.,.2. &upplier management........................................................................... 3 3!3! (E"#>7TI#5 ,(#%E""E"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!3 3.-.1. !ncident Management............................................................................ 3 3.-.2. Problem Management........................................................................... 3 3!@! %#5T(#> ,(#%E""E"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 3...1. Con*iguration Management...................................................................3 3...2. C"ange Management............................................................................ 3 3!A! (E>EA"E ,(#%E""E"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 3./.1. (elease Management........................................................................... 3 2$ CO(C/%+*O(+$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ - :!/! 5#5 %#5<#(.A5%IE"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 :!&! #)"E(9ATI#5" $ A(EA" <#( I.,(#9E.E5T!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!3 :!3! ,#TE5TIA> (I"B"!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3 3$ R'CO&&'(!AT*O(+$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ - A11'(!*4 A 5 G/O++AR,$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$ - A11'(!*4 6 5 /*+T O7 *(T'RV*'8+$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$- 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course !ocument )istory Version Date Comment, Status
2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course &ana9ement +ummary and conclusions 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course *ntroduction *ntroduction 5ame %lient is aiming for I"#$IE% &'''' certification! With this certification 5ame %lient wants to e+pand its market share and create additional usiness opportunities for its e+isting set of services! This report is the result of a gap analysis that was conducted for 5ame %lient and provides 5ame %lient with information regarding the gap etween current and desired maturity level ased on the I"#$IE% &''''-/! Objectives The oCective of the gap analysis is to- Assess how the IT service management processes of 5ame %lient compare with those descried in I"#$IE%&''''-/D Identify any gaps etween the current practises of 5ame %lient and the requirements of I"#$IE%&''''-/D A list of recommendations and potential risks! (ecommend a series of practical steps for improving any shortfalls identified y the gap analysis #ptional- A high level plan of approach to implement the recommendations! A clear path $ne+t steps towards achieving I"#$IE%&'''' certification +cope The focus of this gap analysis is on The IT "ervice .anagement "ystem that covers the provision of service E with thatFs provided from location A and location ) of 5ame %lient! Approac The following approach was conducted! In the appendi+ list of persons interviewed is included! nr +teps Aim: results / ,reparation y reading provided material )eing effective from the first day we start at 5ame %lient & Bick off session .eeting with sponsor and other key stakeholders! Getting the scope* attention points and key targets of assessment clear 3 Interviews with line managers and process managers Getting insight in the effectiveness of the processes : Interviews with process involved 0key1 employees Get insight in the maturity and improvement potential of all individual processes! ? Writing the preliminary report Write* ased on the outcomes of the interviews a preliminary report! 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course nr +teps Aim: results 3 ,resent preliminary results ,resent the preliminary results to the key stakeholders* providing the opportunity to include the feedack in the final report! @ ,erform some additional inquiries$ interviews If necessary some additional inquiries may e necessary to solve any gaps in the information already availale! A Write final report Write* ased on the outcomes of the presentation and additional information the final report! G ,resent final report ,resent the final report to the key stakeholders! 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course Gap analysis Each principle question is provided with a HreferenceI field! This is designed to record cross reference information to support the answer given! (eferences are- ,rocedures which address the question and indicate compliance Information on the proCect* team or individual currently working ons process improvement 0especially for Hin progressI answers1 The chapter and section numers of appropriate instructions within quality manuals or procedures The name of Co title of the person responsile 0e!g! the process owner1 .emos* e-mails etc* addressing the issue! All the questions permit one of four answers =es 5o In ,rogress 0,rog1 5ot Applicale 05$A1 Also per requirement it shows e+plicitly the section of I"#$IE% &''''-/ addressed y each question! The first column shows where a question directly relates to a clause or suclause within I"#$IE% &''''-/! Where an ordinal numer is given this is the relevant paragraph within the stated clause or suclause! 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course Re;uirements "or a mana9ement system &ana9ement responsibility *+O0#### ,es (o 1ro (< A Remark a1 6o service management plans define- /1 the scope of service management within the organiJationK 2$. a1 &1 the processes to e e+ecutedK 2$. c1 31 the framework of management roles and responsiilities* including process ownersK 2$. d1 :1 the oCectives and requirements to e achievedK 2$. 1 ?1 the interfaces etween service management processes and how activities are to e co-ordinatedK 2$. e1 31 an approach to identifying* assessing and managing issues and risks to achieving the defined oCectivesK 2$. f1 @1 an approach to interfacing with proCects delivering new* or modifying e+isting* servicesK 2$. g1 A1 required udget* facilities and other resourcesK 2$. h1 G1 provide an approach to managing* auditing and continuously improving the quality of service managementK 2$. C1 /'1 define key roles and responsiilities within the service management teamK //1 where appropriate* address the use of third-party suppliers within the serviceK 2$. d1 (e*erence- 1 Are all specific process plans compatile with the service management planK 2$.* 3 rd (e*erence- !ocumentation re;uirements L!! Competence: awareness and trainin9 L!! 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course 1lannin9 and implementin9 service mana9ement 1lan service mana9ement =1lan> L!! *mplement service mana9ement and provide te service =!o> L!! &onitorin9: measurin9 and reviewin9 =Ceck> L!! Continual improvement =Act> L!! 1lannin9 and implementin9 new or can9ed services L!! +ervice !elivery processes +ervice /evel &ana9ement Process overview *+O0#### ,e s (o 1ro (<A Remarks a1 Is each service defined* agreed and documented in at least one ">AK ?$.* / st (e*erence0 1 ;ave ">As een documented and agreed with all relevant partiesK -$0 1D ?$.* / st (e*erence0 c1 Are there formal agreements* agreed y all parties* for all services that support ">As and are supplied from outside the service providerFs management controlK ?$.* / st 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course *+O0#### ,e s (o 1ro (<A Remarks (e*erence0 d1 Are there documented agreements* agreed y all parties* for all services that support ">As and are provided internally within the organiJationK ?$.* / st (e*erence0 1rocess scope *+O0#### ,e s (o 1ro (<A Remark a1 Is there a service catalogue showing the full range of IT services availale to customersK ?$.* / st (e*erence0 1 ;ave all parties concerned agreed the content of the service catalogueK ?$.* / st (e*erence0 c1 ;ave all underpinning support services relevant to ">As een identifiedK ?$.* / st (e*erence0 Activities *+O0#### ,e s (o 1ro (<A Remark a1 6o all relevant parties agree and record underpinning operational service oCectives and corresponding proceduresK ?$.* / st (e*erence0 1 Is there agreement on the service level targets and e+pected service workload characteristicsK ?$.* / st (e*erence0 c1 6o all formal agreements- /1 descrie the service to e provided in terms of the usiness requirementsK &1 reflect the potential need for changes to the service* workload or service levels y including a mechanism for changing the agreementsK 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course *+O0#### ,e s (o 1ro (<A Remark (e*erence0 d1 6oes the ">. process consider the costs of delivering the service and usiness Custification of those costsK (e*erence0 e1 Is there co-ordination with other service management support functions* including third-party suppliersK (e*erence0 f1 Is there a procedure for the agreement of temporary variations to the serviceK (e*erence0 g1 Are ">As signed y senior customer and service provider representativesK (e*erence0 h1 Are all services covered y ">As also covered y formal change control proceduresK (e*erence0 i1 Are the targets against which the delivered service is measured e+pressed in terms of the customerFs usinessK (e*erence0 C1 Is there a manageale set of targets within the ">AsK (e*erence0 k1 Are #>As and underpinning contracts regularly reviewed and renegotiated as part of significant change controlK (e*erence0 l1 Are the reasons for non-conformance to targets- /1 reportedK ?$.* : th &1 reviewedK ?$.* : th 31 inputs to the service improvement planK ?$.* : th 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course *+O0#### ,e s (o 1ro (<A Remark (e*erence0 Control, reporting and auditing *+O0#### ,e s (o 1ro (<A Remark a1 Are there at least annual reports on the "ervice Improvement ,rogramme targets and the results produced and are these made availale as appropriateK (e*erence0 1 Is there monitoring and reporting* current and trend information on- /1 the service levels achievedK ?$.* : th &1 the resources usedK 31 the cost of the serviceK (e*erence0 c1 Are ">As under change controlK ?$.* & nd (e*erence0 d1 Are all service levels measuraleK (e*erence0 e1 Is there agreed responsiility for every measurement referred toK (e*erence0 f1 Are reports on reviews and audits considered at "ervice >evel Agreement review meetingsK (e*erence0 +ervice Reportin9 L!! 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course +ervice Continuity and Availability mana9ement L!! 6ud9etin9 and Accountin9 "or *T services L!! Capacity &ana9ement L!! *n"ormation +ecurity &ana9ement L!! Relationsip 1rocesses 6usiness relationsip mana9ement L!! +upplier mana9ement L!! Resolution 1rocesses *ncident &ana9ement L!! 1roblem &ana9ement L!! Control 1rocesses Con"i9uration &ana9ement L!! Can9e &ana9ement L!! Release processes Release &ana9ement L!! 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course Conclusions (on con"ormances Mdescrie non conformances against I"#$IE% &''''-/N Observations < Areas "or improvement Mdescrie the areas of improvements you have foundN 1otential risks Mdescrie potential risks you have foundN 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course Recommendations M(ecommend a series of practical steps for improving any shortfalls identified y the gap analysisN #ptional- A high level plan of approach to implement the recommendations! A clear path $ne+t steps towards achieving I"#$IE%&'''' certification 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course Appendix A 5 Glossary In this report the following terms and definition are used including itFs e+planation- Appendix 6 5 list o" interviews The information in this report is ased on interviews with the following people- 5ame ,ersons 2uint Wellington (edwood &''3 I"#$IE% &'''' %ase .aterial 4 Auditor course