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In order to deliver services as reliably as possible, firms often institute standard operating procedures (SOPs). The introduction of the Service Lifecycle was a transformational time for IT Service Management (ITSM).
Continual Service Improvement (CSI) is primarily concerned with creating and maintaining value for customers and users. Application Management is responsible for supporting and maintaining operational applications.  This function provides the technical expertise and management for all the applications within an organization.
The function of Technical Management is to provide the technical skills and resources essential to support the ongoing operation of the IT infrastructure. Microsoft Operations Framework (MOF) 4.0 delivers practical guidance for everyday IT practices and activities, helping users establish and implement reliable, cost-effective IT services.
The Plan Phase focuses on ensuring that, from its inception, a requested IT service is reliable, policy-compliant, cost-effective, and adaptable to changing business needs. The Deliver Phase concerns the envisioning, planning, building, stabilization, and deployment of requested services. The Operate Phase deals with the efficient operation, monitoring, and support of deployed services in line with agreed-to service level agreement (SLA) targets. The Manage Layer helps users establish an integrated approach to IT service management activities through the use of risk management, change management, and controls. The Information Technology Infrastructure Library framework is designed to standardize the selection, planning, delivery and support of IT services to a business. Configuration Managment: which is the physical and logical perspective of IT infraestructure and IT services.
Problem Management: the diagnosis of the root causes of incidents in an effort to proactively eliminate them. Availability Management: optimize IT infrastructure capabilities, services, and support to minimize service outages. Like ITIL and MOF are frameworks of ITSM, also work with the areas mention above, it may vary the way are named or where in the life cycle are placed in each framework. IT Service Management is the management of all people, processes and technology that cooperate to ensure the quality of live IT services, according to the levels of service agreed with the customer. ITSM it is based on functions such as systems management, network management, application development and on process domains such as Change Management, Service Level Management and Problem Management. To be able to work with ITSM, ITIL and MOF are two of the frameworks available to the IT service organization or department aiming for the highest quality at the lowest cost in a turbulent environment.
If you are interested in knowing more about this, in the link below you can find a little more about this topic. The ITIL change management process is one of the very important processes that helps increase security for IT applications and infrastructure.
Often when an aspect of the eHealthRecord is not working correctly, the IT help desk receives the phone calls, since they are the first point of contact to support clinical professionals such as physicians and nurses. When a security breach occurs, it is often the result of hardware and software not being properly patched and upgraded to eliminate known security holes.
Established change management processes may be waived due to lack of company compliance culture. The change management process has to be part and parcel of the company culture to bring all the parties together and allow them to work in an atmosphere of trust and integrity.
The security team needs to be open to moving quickly, albeit with caution, and working in an iterative environment.
It automates the submission, tracking and approval process for IT changes for quick prioritization and implementation of critical security issues. It increases visibility into IT changes before implementation so all stakeholders can see possible security impact. It enhances IT department productivity by providing automated workflow and escalation so nothing falls through the cracks.
It minimizes business risk by ensuring Sarbanes-Oxley regulatory compliance through audit trails of IT-related changes for security audits.
It identifies opportunities for business process improvement by providing trend analysis reporting for successful and unsuccessful IT-related changes. It maintains the proper balance between the need for change and the potential detrimental impact of changes. Ron Avignone founded Giva in 1999 and is based in Silicon Valley, California, serving customers worldwide. I worked with REC Silicon and Toby Lucich of Return Consulting a few years ago to translate some of the core ideas behind the Information Technology Infrastructure Library into visuals that could be understood more easily by laypeople.
ITIL Visual AidsInformation Technology Infrastructure Library demonstrates how an IT service desk functions.
ITIL - the Information Technology Infrastructure Library - is a set of best practices and guidelines that define an integrated, process-based approach for managing information technology services.
This article will provide a general overview of ITIL and discuss how ITIL can improve how organizations implement and manage information security. ITIL began in the 1980s as an attempt by the British government to develop an approach for efficient and cost-effective use of its many IT resources.
When most people discuss ITIL, they refer to the ITIL Service Support and Service Delivery books. ITIL stresses service quality and focuses on how IT services can be efficiently and cost-effectively provided and supported.
ITIL defines the objectives, activities, inputs, and outputs of many of the processes found in an IT organization. The ITIL framework is typically implemented in stages, with additional processes added in a continuous service improvement program. Tactical: The strategy is translated into an appropriate organizational structure and specific plans that describe which processes have to be executed, what assets have to be deployed, and what the outcome(s) of the processes should be. A description of each of the numerous IT processes covered by ITIL is beyond the scope of this article.
Configuration Management: Best practices for controlling production configurations (for example, standardization, status monitoring, asset identification).
Incident Management: Best practices for resolving incidents (any event that causes an interruption to, or a reduction in, the quality of an IT service) and quickly restoring IT services.

Problem Management: Best practices for identifying the underlying cause(s) of IT incidents in order to prevent future recurrences. Change Management: Best practices for standardizing and authorizing the controlled implementation of IT changes. Availability Management: Best practices for maintaining the availability of IT services guaranteed to a customer (for example, optimizing maintenance and design measures to minimize the number of incidents). Financial Management: Best practices for understanding and managing the cost of providing IT services (for example, budgeting, IT accounting, charging). Service Level Management: Best practices for ensuring that agreements between IT and IT customers are specified and fulfilled.
There is also a Service Desk function that describes best practices for establishing and managing a central point of contact for users of IT services. Figure 1 depicts the above processes, showing how the Service Desk function serves as the single point of contact for the various service management processes. More detailed information about the above processes and Service Desk function can be found in the references listed at the end of this article. ITIL seeks to ensure that effective information security measures are taken at strategic, tactical, and operational levels. The IT department determines the feasibility of the requirements and compares them to the organization's minimum information security baseline. The customer and IT organization negotiate and define a service level agreement (SLA) that includes definition of the information security requirements in measurable terms and specifies how they will be verifiably achieved. Operational level agreements (OLAs), which provide detailed descriptions of how information security services will be provided, are negotiated and defined within the IT organization.
Customers receive regular reports about the effectiveness and status of provided information security services. There are a number of important ways that ITIL can improve how organizations implement and manage information security.
ITIL can enable organizations to develop and implement information security in a structured, clear way based on best practices. With its requirement for continuous review, ITIL can help ensure that information security measures maintain their effectiveness as requirements, environments, and threats change.
ITIL establishes documented processes and standards (such as SLAs and OLAs) that can be audited and monitored. ITIL enables information security staff to discuss information security in terms other groups can understand and appreciate.
The organized ITIL framework prevents the rushed, disorganized implementation of information security measures. ITIL does not typically start with IT - it is usually initiated by senior management such as the CEO or CIO. Information security measures are steadily increasing in scope, complexity, and importance. Steven Weil, CISSP, CISA, CBCP is senior security consultant with Seitel Leeds & Associates, a full service consulting firm based in Seattle, WA. LRQA helps bring integrity, independence and world-renowned recognition to your assurance claims.
It's really very informative community here we can get many more information about the. Harold Kerzner has written a tome that encompasses virtually all areas of Project Management (PM). Itil, formerly an acronym for information technology infrastructure library, is a set of practices for it service management (itsm) that focuses on aligning it. The following itil terms and acronyms (information objects) are used in itil change management to represent process outputs and inputs: cab agenda template. Suggested kpis for itil v3 change management please submit any comments you have about this article.
The discipline of change management has been practiced for decades by large and mature organizations, well before the first ITIL books were printed. SOPs make it easy to deal with the needs of diverse clientele and maintain some semblance of consistency throughout.
There are also many possible security issues, given that HIPAA compliance is required for any hospital or healthcare environment.
After the help desk performs some troubleshooting, they may realize that there is an issue or an enhancement required to solve a problem or increase functionality. Security has to be considered as part of the change management framework that a company implements. The business teams need to embrace security and compliance policies, since these practices help keep the organization healthy in the long run and ensure its survival in a world of daily cyber terrorism. Of all the ITIL practices, change management and patch management will have the most significant impact on reducing the risk of security breaches.
Included below are several of the image maps and beneath are some of the original files used as reference.
I’ll give you the PDF files if you’d like to use them in your office, just write and ask!
In addition to the often touted benefits of ITIL - aligning IT with the needs of the business, improving service quality, decreasing the costs of IT service delivery and support - the framework can aid the information security professional both directly (there is a specific Security Management process) and indirectly. Using the experiences and expertise of successful IT professionals, a British government agency developed and released a series of best-practice books, each focusing on a different IT process.
These contain a set of structured best practices and standard methodologies for core IT operational processes such as Change, Release, and Configuration Management, as well as Incident, Problem, Capacity, and Availability Management. In the ITIL framework, the business units within an organization who commission and pay for IT services (e.g. It primarily focuses on what processes are needed to ensure high quality IT services; however, ITIL does not provide specific, detailed descriptions about how the processes should be implemented, as they will be different in each organization.
What follows are brief, general descriptions of the ITIL processes that, along with the Security Management process, have a significant relationship with information security.
By identifying, controlling, maintaining and verifying the items that make up an organization's IT infrastructure, these practices ensure that there is a logical model of the infrastructure.
These practices ensure that normal service is restored as quickly as possible after an incident occurs.

These practices ensure that changes are implemented with minimum adverse impact on IT services, and that they are traceable. These practices ensure that only tested and correct versions of authorized software and hardware are provided to IT customers. These practices ensure that IT services are provided efficiently, economically, and cost-effectively.
These practices ensure that IT services are maintained and improved through a cycle of agreeing, monitoring, reporting, and reviewing IT services.
Two of the Service Desk's most important responsibilities are monitoring incidents and communicating with users. Information security is considered an iterative process that must be controlled, planned, implemented, evaluated, and maintained. It is a formal, written agreement that documents the levels of service, including information security, that IT is responsible for providing.
This can help an organization understand the effectiveness of its information security program and comply with regulatory requirements (for example, HIPAA or Sarbanes Oxley). It requires a number of best practices - such as Change Management, Configuration Management, and Incident Management - that can significantly improve information security. ITIL requires designing and building consistent, measurable information security measures into IT services rather than after-the-fact or after an incident. The reporting also allows management to make informed decisions about the risks their organization has. This can allow information security staff to communicate more effectively with internal and external business partners, such as an organization's outsourced security services.
As an information security professional, however, you can add value by bringing ITIL to the attention of senior management.
Depending on the size and complexity of an organization, implementing it can take significant up front time and effort. It is risky, expensive, and inefficient for organizations to have their information security depend on cobbled-together, homegrown processes. ITIL was originally created by a UK government agency (the CCTA) and is now being adopted worldwide as the de facto standard for best practices in the provision of IT Service. Highly functioning IT organizations typically have a culture of change management and strong change processes regardless of their commitment to the ITIL framework. However, when they’re incomplete or ill-considered, they can be thrown out of whack quite readily. Cerner, Epic, Allscripts, MEDITECH, Siemens and McKesson are the major vendors and cost many millions to purchase. According to industry research, some hospitals have a backlog of over 1000 eHealthRecord Requests for Change (RFC), and many are related to security. A good ITIL change management process is critical to organize all the RFCs and to make sure that the issues impacting security are prioritized high on the implementation list. Often, the security team is viewed similarly to the way sales and marketing organizations view the legal department -- as a necessary evil that has to be placated. A security mindset has to be shared and embraced by senior leaders so that all parts of the organization can come together and work as one team. Healthcare organizations are very susceptible to security breaches since the transition from paper to eHealthRecords is a resource intensive iterative process. Ron holds an MBA from the University of Chicago and is a New York State Certified Public Accountant with a minor in English. Since then, ITIL has become an entire industry of organizations, tools, consulting services, related frameworks, and publications. For example, a considerable number of information security issues are caused by inadequate change management, such as misconfigured servers. ITIL can help managers understand that information security is a key part of having a successful, well-run organization. For many organizations, successful implementation of ITIL will require changes in their organizational culture and the involvement and commitment of employees throughout the organization. ITIL can enable these processes to be replaced with standardized, integrated processes based on best practices. Weil specializes in the areas of security policy development, HIPAA compliance, disaster recovery planning, security assessments, and information security management.
A read of this book can tell you how PM will fit into an organization, and the types of conflict that can arise when line management and project management come together. Our goal in creating the process maps for the ITIL documents was to develop a systematic approach to implementing ITIL best practices.
Organizations frequently hire consultants to assess their change management process against the ITIL framework. It is easy to get caught in the thinking that features and functions are the most important changes, since clinical professionals are asking for these and they have responsibility for frontline delivery of healthcare services. The poor collaboration of the IT, security and business teams can lead to a breakdown in security. IT, security and business teams have to come together and respect each other’s goals while remembering that security is of paramount importance. Currently in the public domain and still evolving, the 44-volume set of ITIL guidelines has been consolidated into 8 core books. Though some time and effort are required, ITIL can improve how organizations implement and manage information security. By instigating these effective and repeatable best practices, we can monitor and improve upon quality, training and technology transfer, compliance and efficiency.
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