3.1.1. Manage IT Customer Relationship
- Definition:
The process of managing IT customers from the business side
- Example: Access business requirement
Manage SLAs
- Synonym: Business customers
- CLoud service: none
3.1.2. Develop IT Business Strategy
- Definition:
Key decisions for IT working methodology in accordance with the overall business strategy
- Example:
Some questions needed to be answered
* Make or buy IT solutions
* Trategic IT partners
* Definition of IT standards, architecture and security guideline
* Definition of IT services
- Synonym: IT Strategy
- CLoud service:
Birst_Cloud_Enterprise_Edition_Analytics_and_Business_Intelligence_BI_Platform,
Hearings_Manager,
IBM_Blockchain_on_Bluemix__High_Security_Business_Network_HSBN,
IBM_Data_Centre_Network_Services_for_Cloud, etc
3.1.3. Manage IT Risks
- Definition:
The process of managing risks associated with the use of information technology. It involves identifying, assessing, and treating risks to the confidentiality, integrity, and availability of an organization’s assets. The end goal of this process is to treat risks in accordance with an organization’s overall risk tolerance
- Example:
5 stages are investigated in term o risks associated with IT:
- Identification of risks: in terms of IT assets (online streaming platform is not compromised with music files), vulnalibility of system/ software, threats (natural disaster), controls (terminated users having access to a specific application)
- Risk assessment: Risk = (threat x vulnerability (exploit likelihood x exploit impact) x asset value ) - security controls
- Treatment:
+ remediation (apply a patch on a vulnerability where critical information are stored in order to fully/ nearly fully fix the vulnerability)
+ mitigation (implement a firewall rule that only allows specific systems to communicate with the vulnerable service on the server in stead of patching the vulnerability)
+ transference: purchase of insurance that will cover any losses that would be incurred if vulnerable systems are exploited to transfer the risk to another entity
+ risk acceptance: You have identified a vulnerability on a server but concluded that there is nothing sensitive on that server; it cannot be used as an entry point to access other critical assets, and a successful exploit of the vulnerability is very complex. Therefore, you accept the risk
+ You have identified servers with operating systems (OS) that are about to reach end-of-life and will no longer receive security patches from the OS creator. These servers process and store both sensitive and non-sensitive data. To avoid the risk of sensitive data being compromised, you quickly migrate that sensitive data to newer, patchable servers. The servers continue to run and process non-sensitive data while a plan is developed to decommission them and migrate non-sensitive data to other servers.
- Communication: the decision for risk mitigation is communicated within the organization
- Rinse and repeat: continously monitor the mitigation plan
- Synonym: n/a
- CLoud service:
Armour_Mobile
Birst_Cloud_Enterprise_Edition_Analytics_and_Business_Intelligence_BI_Platform,
Hearings_Manager,
IBM_Blockchain_on_Bluemix__High_Security_Business_Network_HSBN,
IBM_Data_Centre_Network_Services_for_Cloud, etc
3.1.4. Develop IT Architecture
- Definition:
define IT architecture, IT standard, security guideline
- Example: Access business requirement
Which IT standard: ITIL, COBIT
Which security guideline: ISO 27K, COBIT, NIST, PSR, ASD 8
- Synonym: IT Standards
- CLoud service:
ALSO_SMB_WaaS_Subscription__24_Monate,
ALSO_SMB_WaaS_Subscription__36_Monate,
Atrium_Enterprise_Asset_Management_Atrium_EAM_Software_Solution,
Audio_Conferencing_for_faculty,
Azure_Active_Directory_Premium_P1
3.1.5. Manage IT People
- Definition:
Design IT personnel and the IT organizational structure
- Example:
Number of FTEs in IT department
Which kind of competencies needed in IT department
- Synonym: Organization of IT
- CLoud service: none
3.1.6. Manage IT Function
- Definition:
This activity controls different releases and connected document of an IT product
- Example:
IT teams can use GitHub to store their files and get updated whenever a release is coming up
- Synonym:
Product Release
- CLoud service: none
3.1.7. Assess SLM
- Definition:
Service Level Management (SLM) sets clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets
- Example:
One feature that is often seen in all SLM is time to availability of service. This feature states how much time should the system works properly and how much time it scan be down. For example, a availabity (uptime) of 99.5% means that the service is available for 99,5% of the workiing time, which equals to a downtime of 7m20s per day, 50m24s perweek, etc.
- Synonym: QoS, SLA
- CLoud service: none
3.1.8. Assess SLA
- Definition:
An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service
- Example:
One feature that is often seen in all Service level agreement (SLA) is time to availability of service. This feature states how much time should the system works properly and how much time it scan be down. For example, a availabity (uptime) of 99.5% means that the service is available for 99,5% of the workiing time, which equals to a downtime of 7m20s per day, 50m24s perweek, etc.
- Synonym: n/a
- CLoud service: none
3.1.9. Manage IT Knowledge
- Definition:
IT Knowledge management is the process of creating, sharing, using and managing the knowledge and information througout all IT functions
- Example:
A center of excellence (CoE) is the typical division where companies manage their knowledge. All knowledge regarding IT are documented, stored and managed here. IT knowledge management also acts as a base for IT process improvement phase.
- Synonym:
CoE of IT
- CLoud service: none
3.1.10. Manage IT Budget
- Definition:
The process of calculating potential IT budget for the next operating year.
- Example:
IT budget is calculated based on the number of on-going projects, the number of future IT projects, IT personnels, etc.
- Synonym: IT finance
- CLoud service: none
3.1.11. Perform IT Controlling
- Definition:
The process of control IT quality according to a certain IT quality management framework, which the business set forth in their IT management processes
- Example:
ITIL is an IT quality management framework which is higly popular among IT organizations.
- Synonym: IT Control
- CLoud service: none
3.1.12. Report IT Performance
- Definition:
The process of making report about IT performance as well as failures to perform of IT
- Example:
IT report might include comparison with IT performance from last year
- Synonym: IT report
CoE of IT
- CLoud service: none
3.1.13. Manage IT Projects
- Definition:
The process of managing the plan, organization, and accountability to achieve information technology goals
- Example:
Strategic IT goal of an organization after a merger is: merging 2 previously separted ERP systems of the 2 old companies. In order for this project to be completed, it need the scope, the people, the resources, etc. and all information regarding this project is called IT project management
- Synonym: n/a
- CLoud service: none
3.1.14. Manage Project Releases and Deployments
- Definition:
The process of managing different relaeses in a project in regards of changes in comparision to previous versions as well as the steps to deploy an IT project
- Example:
When an organization wants to create a new ERP system, they need to think about different releases and which department will be involved in which phase
- Synonym: Project deployment, project development, project releases
- CLoud service: none
3.1.15. Manage Project Requests from Clients
- Definition:
The process of manageing requests from the IT clients (to an organization, IT clients can be business users)
- Example:
When an IT function wants to deploy an RPA (robotic process automation) project, they conduct a questionnaire to business users to ask which process is suitable to be automated. The answers from business users will be collected and analyzed accordingly
- Synonym: n/a
- Cloud service: none
3.1.16. Conduct Solution Requirement Engineering
- Definition:
The process of analyziing the requirement to construct the desired application, platform, infrastructure
- Example:
When the IT department wants to construct a new ERP system, they have to conduct an analysis regarding which department will need it, which functions it should perform, which kind of resource it needs, etc.
- Synonym:
Requirement engineering
- CLoud service: none
3.1.17. Develop Solution
- Definition:
The process of developing the desired application based on application requirement analysis
- Example:
Based on the examined reuirement, solution is brought into construction: which server, which kind of developing language, etc.
- Synonym: IT solution
- CLoud service: none
3.1.18. Manage Tests
- Definition:
The process of identifying bugs and defects from the applications
- Example:
IT tester tests the application and report it to developer. When bugs are detected, the developer will be notified and then fix the bug
- Synonym: n/a
- Cloud service: none
3.1.19. Manage Bugs and Defects
- Definition:
The process of analyzing and fixing application bugs and defects
- Example:
The bugs and defects will be recorded, information is sent to developer and the bugs are fixed. After that, information about the bugs and the fixes will be brought into the system for controlling
- Synonym:
Bugs and Defects
- CLoud service: none
3.1.20. Manage It Suppliers
- Definition:
This activity brings control to IT suppliers, who supply software as well as hardware for IT usage
- Example:
When a company uses AWS, they need to control about terms of license, expiary date, amount of used data, etc.
- Synonym: IT suppliers
- CLoud service: none
3.1.21. Establish Enterprise Risk Framework And Policies
- Definition:
The process of scoping enterpise risk and risk policies, etc
- Example:
Determine risk tolerance level
Manage risk ppolicies and procedures
Implement risks management tools
- Synonym: n/a
- Cloud service: none