+ All Categories
Home > Documents > X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Date post: 31-Mar-2015
Category:
Upload: clare-corwin
View: 215 times
Download: 0 times
Share this document with a friend
33
X36SSP X36SSP Správa softwarových Správa softwarových produktů produktů 2. 2. přednáška přednáška Ing. Martin Molhanec Ing. Martin Molhanec ČVUT – FEL ČVUT – FEL K13113 K13113
Transcript
Page 1: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

X36SSPX36SSPSpráva softwarových Správa softwarových

produktůproduktů2. 2. přednáškapřednáška

X36SSPX36SSPSpráva softwarových Správa softwarových

produktůproduktů2. 2. přednáškapřednáška

Ing. Martin MolhanecIng. Martin MolhanecČVUT – FELČVUT – FEL

K13113K13113

Page 2: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

ICT ve firmě

• Slouží zájmům vedení firmy– Dosahovat ekonomického profitu– Uspokojovat požadavky uživatelů– Iniciovat inovační efekt

• ICT je proto– Plánováno, řízeno a kontrolováno

• Řízení ICT služeb– Oddělení firmy, které se stará o výše uvedené

Page 3: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

ICT ve firmě

• Slouží zájmům vedení firmy– Dosahovat ekonomického profitu– Uspokojovat požadavky uživatelů– Iniciovat inovační efekt

• ICT je proto– Plánováno, řízeno a kontrolováno

• Řízení ICT služeb– Oddělení firmy, které se stará o výše uvedené

Page 4: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

ICT ve firmě

• Slouží zájmům vedení firmy– Dosahovat ekonomického profitu– Uspokojovat požadavky uživatelů– Iniciovat inovační efekt

• ICT je proto– Plánováno, řízeno a kontrolováno

• Řízení ICT služeb– Oddělení firmy, které se stará o výše uvedené

Page 5: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co jsou tořízení IT služeb?

• IT Service Management (ITSM) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business.

• ITSM is process-focused and in this sense has ties and common interests with the process improvement movement (e.g. TQM, Six Sigma, Business Process Management, CMMI).

• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.

• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.

Page 6: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co jsou tořízení IT služeb?

• IT Service Management (ITSM) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business.

• ITSM is process-focused and in this sense has ties and common interests with the process improvement movement (e.g. TQM, Six Sigma, Business Process Management, CMMI).

• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.

• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.

Page 7: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co jsou tořízení IT služeb?

• IT Service Management (ITSM) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business.

• ITSM is process-focused and in this sense has ties and common interests with the process improvement movement (e.g. TQM, Six Sigma, Business Process Management, CMMI).

• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.

• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.Total Quality Management (TQM) is a management

strategy aimed at embedding awareness of quality in all organizational processes. TQM has been widely used in

manufacturing, education, government, and service industries, as well as NASA space and science programs.

Page 8: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co jsou tořízení IT služeb?

• IT Service Management (ITSM) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business.

• ITSM is process-focused and in this sense has ties and common interests with the process improvement movement (e.g. TQM, Six Sigma, Business Process Management, CMMI).

• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.

• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.Six Sigma is a system of practices originally

developed by Motorola to systematically improve processes by eliminating defects.

Page 9: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co jsou tořízení IT služeb?

• IT Service Management (ITSM) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business.

• ITSM is process-focused and in this sense has ties and common interests with the process improvement movement (e.g. TQM, Six Sigma, Business Process Management, CMMI).

• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.

• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.The term Business Process Management (or BPM) refers to

activities performed by organizations to manage and, if necessary, to improve their business processes. While such improvements are

hardly new, software tools called business process management systems (BPM systems) have made such activities faster and

cheaper.

Page 10: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co jsou tořízení IT služeb?

• IT Service Management (ITSM) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business.

• ITSM is process-focused and in this sense has ties and common interests with the process improvement movement (e.g. TQM, Six Sigma, Business Process Management, CMMI).

• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.

• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.Capability Maturity Model Integration (CMMI) is

a process improvement approach that provides organizations with the essential elements of

effective processes.

Page 11: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co jsou tořízení IT služeb?

• IT Service Management (ITSM) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business.

• ITSM is process-focused and in this sense has ties and common interests with the process improvement movement (e.g. TQM, Six Sigma, Business Process Management, CMMI).

• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.

• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.

A back office is a part of most corporations where tasks dedicated to running the company itself take

place. Examples of back-office tasks include IT departments that keep the phones and computers

running, accounting, and human resources.

Page 12: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co jsou tořízení IT služeb?

• IT Service Management (ITSM) is a discipline for managing large-scale information technology (IT) systems, philosophically centered on the customer's perspective of IT's contribution to the business.

• ITSM is process-focused and in this sense has ties and common interests with the process improvement movement (e.g. TQM, Six Sigma, Business Process Management, CMMI).

• ITSM is generally concerned with "back office" information technology for enterprises (businesses and organizations), not technology that is a company's primary product.

• In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT.

Enterprise Resource Planning systems (ERPs) integrate (or attempt to integrate) all data and

processes of an organization into a unified system. A typical ERP system will use multiple components of computer software and hardware to achieve the

integration.

Page 13: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Jak ITSM funguje?

• The discipline is not concerned with the details of how to use a particular vendor's product, or necessarily with the technical details of the systems under management.

• Instead, it focuses on providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

Nejde o technické použití, ale o návod, jak používat!

Page 14: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

ITSM frameworks(metodické rámce)

• The Information Technology Infrastructure Library (ITIL)

• Control Objectives for Information Technology (COBIT) • Application Services Library (ASL) • Business Information Services Library (BISL) • Microsoft Operations Framework (MOF) • The Enterprise Computing Institute publishes a set of

coordinated books covering general issues of large scale IT management.

• Butterworth-Heinemann (Computer Weekly Professional Series) also has developed a notable set of publications covering IT Service Management, with particular attention to IT portfolio topics.

• The eServices Capability Model for Service Providers (eSCM_SP) and eServices Capability Model for Client Organizations (eSCM-CL) from the ITSqc for Sourcing Management

Page 15: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co je to ITIL• The Information Technology Infrastructure Library

(ITIL®) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services.

• ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both quality and value, in a financial sense, in IT operations.

• These procedures are supplier independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations.

• ITIL is published in a series of books (hence the term Library), each of which covers a core area within IT Management.

Page 16: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co je to COBIT?• The Control Objectives for Information and

related Technology (COBIT) is a set of best practices (framework) for information (IT) management created by the Information Systems Audit and Control Association (ISACA), and the IT Governance Institute (ITGI) in 1992.

• COBIT provides managers, auditors, and IT users with a set of generally accepted measures, indicators, processes and best practices to assist them in maximizing the benefits derived through the use of information technology and developing appropriate IT governance and control in a company.

Page 17: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Co je to MOF?

• Microsoft Operations Framework (MOF) provides operational guidance that helps organizations to achieve mission-critical system reliability, availability, supportability, and manageability with Microsoft products and technologies.

• MOF is based on an internationally accepted set of IT service management best practices called the IT Infrastructure Library (ITIL) from the UK government’s Office of Government Commerce (OGC). MOF can be viewed as a superset of the ITIL standards.

Page 18: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

ITIL

COBIT

MOF

Page 19: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

ITIL

COBIT

MOF

Page 20: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

ITIL

COBIT

MOF

Page 21: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

ManagementManagement

Misc. UsersMisc. Users

IT Governance & ManagementIT Governance & Management

IT ArchitectureIT ArchitectureIT Front OfficeIT Front Office

Application MaintenanceApplication

Maintenance

HW & Infrastructure Maintenance

HW & Infrastructure Maintenance

SW Development

SW Development

Information Security

Information Security

IT Department

external environment

ITSM Structure

Page 22: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

VedeníVedení

UživateléUživatelé

IT vedeníIT vedení

IT architekturaIT architekturaIT uživatelské oddělení

IT uživatelské oddělení

Správa aplikacíSpráva aplikací Správa HWSpráva HW

Vývoj SWVývoj SW

IT bezpečnostIT bezpečnost

IT oddělení

vnější prostředí

Struktura ITSM

Page 23: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

(G) IT Gov. & Management(G) IT Gov. & Management

(A) IT Architecture(A) IT Architecture

(F) IT Front Office(F) IT Front Office

(M) Application Maintenance(M) Application Maintenance

(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance

(D) SW Development(D) SW Development

(S) Information Security(S) Information Security

IT Strategy DevelopmentIT Strategy Development

IT Architecture PlanningIT Architecture Planning

IT Service PlanningIT Service Planning

IT Architecture UpdatingIT Architecture Updating

IT Architecture InformingIT Architecture Informing

User Support (Training, Docs)User Support (Training, Docs)

HelpDesk – Incident MgmtHelpDesk – Incident Mgmt

Risk ManagementRisk Management

Software ConfigurationSoftware Configuration

Change ManagementChange Management

IT Project InitiationIT Project Initiation

IT Project ConstructionIT Project Construction

IT System Support & Maint.IT System Support & Maint.

IT Facility ManagementIT Facility Management

Cost ManagementCost Management

Hardware ConfigurationHardware Configuration

Change ManagementChange Management

HW System SupportHW System Support

Problem ManagementProblem Management

Operation ManagementOperation Management

Intrusion Detect & PreventIntrusion Detect & Prevent

Backup ManagementBackup Management

HR ManagementHR Management

IT Project DeliverIT Project Deliver

ITSM Structure

Page 24: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

(G) IT vedení(G) IT vedení (A) IT architektura(A) IT architektura

(F) uživatelské oddělení(F) uživatelské oddělení

(M) Správa aplikací(M) Správa aplikací

(H) Správa HW(H) Správa HW (D) Vývoj SW(D) Vývoj SW

(S) bezpečnost(S) bezpečnost

strategické plánovánístrategické plánování

plánování IT architekturyplánování IT architektury

plánování služebplánování služeb aktualizace IT architekturyaktualizace IT architektury

propagace IT architekturypropagace IT architektury

Podpora uživatelů (školení, dokum.)Podpora uživatelů (školení, dokum.)

HelpDesk – hlášení závadHelpDesk – hlášení závad

řízení rizikřízení rizik

konfigurace softwarekonfigurace software

změnové řízenízměnové řízení

předprojektová přípravapředprojektová příprava

realizacerealizace

správa a podpora SWspráva a podpora SW

správa majetkuspráva majetku

řízení nákladůřízení nákladů

konfigurace hardwarekonfigurace hardware

změnové řízenízměnové řízení

správa a podpora HWspráva a podpora HW

řešení problémůřešení problémů

operační řízeníoperační řízení

detekce a prevence průnikůdetekce a prevence průniků

řízení zálohovánířízení zálohování

řízení lidských zdrojůřízení lidských zdrojů

odbaveníodbavení

Struktura ITSM

Page 25: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

(G) IT Gov. & Management(G) IT Gov. & Management

(A) IT Architecture(A) IT Architecture

(F) IT Front Office(F) IT Front Office

(M) Application Maintenance(M) Application Maintenance

(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance

(D) SW Development(D) SW Development

(S) Information Security(S) Information Security

IT Strategy DevelopmentIT Strategy Development

IT Architecture PlanningIT Architecture Planning

IT Service PlanningIT Service Planning

IT Architecture UpdatingIT Architecture Updating

IT Architecture InformingIT Architecture Informing

User Support (Training, Docs)User Support (Training, Docs)

HelpDesk – Incident MgmtHelpDesk – Incident Mgmt

Risk ManagementRisk Management

Software ConfigurationSoftware Configuration

Change ManagementChange Management

IT Project InitiationIT Project Initiation

IT Project ConstructionIT Project Construction

IT System Support & Maint.IT System Support & Maint.

IT Facility ManagementIT Facility Management

Cost ManagementCost Management

Hardware ConfigurationHardware Configuration

Change ManagementChange Management

HW System SupportHW System Support

Problem ManagementProblem Management

Operation ManagementOperation Management

Intrusion Detect & PreventIntrusion Detect & Prevent

Backup ManagementBackup Management

HR ManagementHR Management

IT Project DeliverIT Project Deliver

described byAmbler’s Approach (ASDM)Vojta Merunka

ITSM Structure

Page 26: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

(G) IT Gov. & Management(G) IT Gov. & Management

(A) IT Architecture(A) IT Architecture

(F) IT Front Office(F) IT Front Office

(M) Application Maintenance(M) Application Maintenance

(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance

(D) SW Development(D) SW Development

(S) Information Security(S) Information Security

IT Strategy DevelopmentIT Strategy Development

IT Architecture PlanningIT Architecture Planning

IT Service PlanningIT Service Planning

IT Architecture UpdatingIT Architecture Updating

IT Architecture InformingIT Architecture Informing

User Support (Training, Docs)User Support (Training, Docs)

HelpDesk – Incident MgmtHelpDesk – Incident Mgmt

Risk ManagementRisk Management

Software ConfigurationSoftware Configuration

Change ManagementChange Management

IT Project InitiationIT Project Initiation

IT Project ConstructionIT Project Construction

IT System Support & Maint.IT System Support & Maint.

IT Facility ManagementIT Facility Management

Cost ManagementCost Management

Hardware ConfigurationHardware Configuration

Change ManagementChange Management

HW System SupportHW System Support

Problem ManagementProblem Management

Operation ManagementOperation Management

Intrusion Detect & PreventIntrusion Detect & Prevent

Backup ManagementBackup Management

HR ManagementHR Management

IT Project DeliverIT Project Deliver

described byCIO Management Frameworkof Deloitte & Touche

ITSM Structure

Page 27: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

(G) IT Gov. & Management(G) IT Gov. & Management

(A) IT Architecture(A) IT Architecture

(F) IT Front Office(F) IT Front Office

(M) Application Maintenance(M) Application Maintenance

(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance

(D) SW Development(D) SW Development

(S) Information Security(S) Information Security

IT Strategy DevelopmentIT Strategy Development

IT Architecture PlanningIT Architecture Planning

IT Service PlanningIT Service Planning

IT Architecture UpdatingIT Architecture Updating

IT Architecture InformingIT Architecture Informing

User Support (Training, Docs)User Support (Training, Docs)

HelpDesk – Incident MgmtHelpDesk – Incident Mgmt

Risk ManagementRisk Management

Software ConfigurationSoftware Configuration

Change ManagementChange Management

IT Project InitiationIT Project Initiation

IT Project ConstructionIT Project Construction

IT System Support & Maint.IT System Support & Maint.

IT Facility ManagementIT Facility Management

Cost ManagementCost Management

Hardware ConfigurationHardware Configuration

Change ManagementChange Management

HW System SupportHW System Support

Problem ManagementProblem Management

Operation ManagementOperation Management

Intrusion Detect & PreventIntrusion Detect & Prevent

Backup ManagementBackup Management

HR ManagementHR Management

IT Project DeliverIT Project Deliver

described byCMMCapability Maturity Model

ITSM Structure

Page 28: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

(G) IT Gov. & Management(G) IT Gov. & Management

(A) IT Architecture(A) IT Architecture

(F) IT Front Office(F) IT Front Office

(M) Application Maintenance(M) Application Maintenance

(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance

(D) SW Development(D) SW Development

(S) Information Security(S) Information Security

IT Strategy DevelopmentIT Strategy Development

IT Architecture PlanningIT Architecture Planning

IT Service PlanningIT Service Planning

IT Architecture UpdatingIT Architecture Updating

IT Architecture InformingIT Architecture Informing

User Support (Training, Docs)User Support (Training, Docs)

HelpDesk – Incident MgmtHelpDesk – Incident Mgmt

Risk ManagementRisk Management

Software ConfigurationSoftware Configuration

Change ManagementChange Management

IT Project InitiationIT Project Initiation

IT Project ConstructionIT Project Construction

IT System Support & Maint.IT System Support & Maint.

IT Facility ManagementIT Facility Management

Cost ManagementCost Management

Hardware ConfigurationHardware Configuration

Change ManagementChange Management

HW System SupportHW System Support

Problem ManagementProblem Management

Operation ManagementOperation Management

Intrusion Detect & PreventIntrusion Detect & Prevent

Backup ManagementBackup Management

HR ManagementHR Management

IT Project DeliverIT Project Deliver

described byITILIT Infrastructure Library

ITSM Structure

Page 29: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

(G) IT Gov. & Management(G) IT Gov. & Management

(A) IT Architecture(A) IT Architecture

(F) IT Front Office(F) IT Front Office

(M) Application Maintenance(M) Application Maintenance

(H) HW & Infr. Maintenance(H) HW & Infr. Maintenance

(D) SW Development(D) SW Development

(S) Information Security(S) Information Security

IT Strategy DevelopmentIT Strategy Development

IT Architecture PlanningIT Architecture Planning

IT Service PlanningIT Service Planning

IT Architecture UpdatingIT Architecture Updating

IT Architecture InformingIT Architecture Informing

User Support (Training, Docs)User Support (Training, Docs)

HelpDesk – Incident MgmtHelpDesk – Incident Mgmt

Risk ManagementRisk Management

Software ConfigurationSoftware Configuration

Change ManagementChange Management

IT Project InitiationIT Project Initiation

IT Project ConstructionIT Project Construction

IT System Support & Maint.IT System Support & Maint.

IT Facility ManagementIT Facility Management

Cost ManagementCost Management

Hardware ConfigurationHardware Configuration

Change ManagementChange Management

HW System SupportHW System Support

Problem ManagementProblem Management

Operation ManagementOperation Management

Intrusion Detect & PreventIntrusion Detect & Prevent

Backup ManagementBackup Management

HR ManagementHR Management

IT Project DeliverIT Project Deliver

described byBritish Standard 15000

ITSM Structure

Page 30: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Úplně jiný

pohled na

věc.

Page 31: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Úplně jiný

pohled na

věc.

Page 32: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Problémy se zavedením ITSM

• Nejde o matematické vzorečky, ale o doporučené postupy.

• V každém prostředí a situaci je nutný jiný individuálně přizpůsobený postup.

• Je nutné věřit, že to pomáhá.• Postupy je nutné dodržovat doopravdy

a nikoliv jenom naoko!• Výsledky se neprojeví okamžitě!

Page 33: X36SSP Správa softwarových produktů 2. přednáška Ing. Martin Molhanec ČVUT – FEL K13113.

Recommended