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BEST PRACTICES FOR

IT PROCESSES

Version 1.0 Date: 04/06/2007

The Saudi e-Government Program (Yesser) has exerted its best effort to achieve the quality, reliability, and accuracy of the information contained in this document. Yesser assumes no liability for inaccurate, or any actions taken in reliance thereon. Yesser encourages readers/visitors to report suggestions on this documentthrough the “Contact Us” .

Best Practices of IT Processes

Table of Contents
1. Introduction ....................................................................................................................... 4 1.1. Purpose ....................................................................................................................... 4 1.2. Document Structure..................................................................................................... 4 2. Enablers for IT Processes ................................................................................................ 6 2.1. Overview of IT Service Management............................................................................ 6 2.2. The Concept of Service Oriented IT Departments........................................................ 6 2.3. Service Offering Requires a Stable IT Infrastructure..................................................... 7 2.4. Definition of a Process and Alignment Requirements................................................... 8 2.5. Overview of ITIL Best Practices ................................................................................. 11 3. ProcessesImplementation Considerations .................................................................. 15 3.1. Introduction ................................................................................................................ 15 3.2. Establish a Baseline for Implementation..................................................................... 15 3.3. Gap Analysis andRecommendations......................................................................... 15 3.4. Process Prioritization.................................................................................................. 16 3.5. Handle Implementation as a Project........................................................................... 17 3.6. Never underestimate the importance of Communication............................................ 18 3.7. Organization Size Considerations .............................................................................. 18 3.8. General Considerations.............................................................................................. 19 4. Appendix I – ITIL Process Assessment Exercise – Saudi Governmental IT Department CaseStudy......................................................................................................... 21 4.1. Context ...................................................................................................................... 21 4.2. Scope of Assessment................................................................................................. 21 4.3. Process Maturity Indicators........................................................................................ 27 5. Appendix II – Guideline for IT Processes ...................................................................... 29 5.1. Introduction ................................................................................................................ 29 5.2. Incident Management Process................................................................................... 29 5.3. Problem Management Process .................................................................................. 37 5.4. Change Management Process ................................................................................... 43 5.5. Release Management Process .................................................................................. 48 5.6. Service Level...
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