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報告人：叡揚資訊 李志強 經理 ITIL Expert,PMP

日 期：2015/4/21

如何做好IT治理 –

先從人員管理開始 AP

People

Infrastructure Information

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IT Governance by IT

1) 帳密管理

2) 側錄軟體

3) 權限管理

4) 服務管理

5) 資產／合約／廠商

1) 專案管理平台

2) 軟體開發平台

3) 軟體品質管理

4) 端對端行為分析

1) 操作自動化

2) 批次自動化

3) 資料/檔案交換平台

4) 平台監控軟體

5) 資料庫管理工具

6) 網路軟體與管理

1) 防資料洩露

2) APT

3) 虛擬機安全

4) 資料庫監控防護

5) 資料 加密/變造

6) 加密/金鑰管理

People Management

Infrastructure Management

Information Management

AP Management

歷史紀錄/報表/稽核

SFG SI

z Platform BYOD/APP. SaaS/Cloud

健檢/訓練 1) 資安檢測 2) 教育訓練 3) E-Learning課程

1) 顧問 2) 健檢 3) 訓練 4) 專案

文管/SOP/KM

服務

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簡報大綱

IT Service Management function

IT Service Management process

Service asset and configuration

management

Access management

Supplier and Contract

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IT Service

Management

function

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IT Operations management

IT Service Management function

Service desk

Technical management

Mainframe

Server

Network

Storage

Database

Desktop

Middleware

Internet/web

IT Operations control Console

management Job schedule

Backup and restore …

Facilities management Data Centre

Recovery sites Consolidation

Contract

Application management

ITSM(Heart-ITSM) apps

HR(Radar) apps

KM(Vitals ESP) apps

DOC(SPEED) apps

工作與會議(teamKube)

apps

….

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IT Service

Management

process

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Problem mgmt. 問題管理

IT Service Management Process

Users

Service desk

Exception/Alert logs

Incident/ Service Request

線上服務台

Incident mgmt. 事故管理

Event mgmt. 事件管理

Monitoring tools CMDB

服務知識庫 FAQ

KEDB

Change mgmt. 變更管理

Configuration mgmt. 組態管理

RFC

Update CIs

CI 盤點

CTI

Self-Service

Capacity mgmt. 容量管理

Dashboard & Service Report

Service catalogue 服務目錄

Availability mgmt.

可用性管理

Unsolved problems Related CIs

Managers

Supplier mgmt. 供應商管理

Technical

management

IT Operations

management

Application

management

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服務台 - 服務單建立

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輸入申請人員後自動帶出申請人相關欄位

選擇影響CI

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服務單辦理 –我的待辦(處理人員)

Technical

management

Application

management

E-mail

Default

SMS

Option Notifications

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問題單管理

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Incident 轉 Problem

輸入主要事故單編號

1.找出解決方案或替代方案 2.回饋至服務知識庫

紀錄跟此問題

相關事故、變更

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變更管理

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Service asset and

configuration

management

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Service asset and configuration management

Ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available

Identify, control, record, report, audit and verify CIs, including versions, baselines, constituent components, their attributes and relationships

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組態管理-定期盤點作業

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Access

management

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Access management

Information Security management

• Define and document all access control policies

Facilities management

• Power management

• Environmental conditioning and alert system

• Safety

• Physical access control

• shipping and receiving

Access management

• granting authorized users the right to use a service, while preventing access to non-authorized users

• Request access

• Verification

• Provide rights

• Check and monitor identity status

• Log and track access

• Remove or restrict rights

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Supplier and

Contract

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Supplier and Contract

Supplier and contract management information system

Recording all supplier and contract details

Details of the type of service(s) or product(s) provide by each supplier

All other information and relationships with other associated CIs

Evaluation and set up of new suppliers and contracts

Management of supplier`s performance

Contract renewal or termination

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1張

18張

5張

1張

ITSM產品顧問服務能量

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Q&A

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Thanks