We’ve all heard the term “Governance” and despite the plethora of discussions around it, it still seems “fuzzy” and unclear. Others have confused the term “Management” with Governance and in the process have made things even *more* unclear. Come to this session to unravel the cluster which is Governance given by a former member of the ITSM/OpsCon (Governance) practice at Microsoft. Come learn how MOF/ITIL should mold your governance plans and leave with a clear understanding of what Governance is….and is *not*.

1. THANK YOU EVENT
SPONSORS
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bingo card stamped by ALL sponsors

2. GOVERNANCE VS
MANAGEMENT
Rick Taylor | Group Manager SE
Collaboration Practice
AVANADE

3. 3
WHO AM I?
• Rick Taylor
• Former member of Microsoft BPOS Architecture team
• Author, Co-author of Administrator's Guide version 2007 and 2010
• Triathlete, Clydesdale class

4. • Definitions
• ITIL
• MOF
• Governance
• Similarities and Differences
• Quiz
• Close
AGENDA

5. 5
DEFINITIONS
• IT Service Management (ITSM)
• ITIL (IT Infrastructure Library)
• MOF (Microsoft Operations Framework)
• Governance

6. 6
ITSM ITSM refers to the implementation and management of quality IT services that
meet the needs of the business. IT service management is performed by IT service
providers through an appropriate mix of people, process and information
technology.

7. 7
ITIL ITIL (Information Technology Infrastructure Library) is a best practice
methodology for managing IT as a service.

8. WHAT IS
ITIL?
• The Information Technology Infrastructure Library
• Sponsored by the Office of Government Commerce (OGC)
• A series of related books and modules that serve as “best practices” manuals for
IT service provision (Version 1  Version 2)
• Under constant development by a consortium of industry IT leaders
• Worldwide de facto standard for IT service management
• Supported by training, certification, and its own international user group (IT
Service Management Forum)

9. ITIL DISTINCTION
BETWEEN SERVICE
SUPPORT AND DELIVERY
Service Desk
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management
Service
Support
OPERATIONAL
Service
Delivery
TACTICAL

10. DISCUSSION: SERVICE
MANAGEMENT IN
REAL LIFE
Scenario:
Jack Gode uses his car every weekday to drive to work. He does not use the car
over the weekend.
• One Monday morning the car does not start. Jack calls his garage and through
discussion of the cars behavior with a mechanic, discovers that the charge on the
battery is low. The mechanic jumpstarts the car and Jack drives to work.
• This is an example of incident management.
• Jack and the mechanic don't know why the battery is low, but by jumpstarting
the car, are able to make it drivable. The garage acted in this example as the
service desk, because the garage was the (single) point of contact for the car
owner.

11. 11
DISCUSSION:
SERVICE
MANAGEMENT IN
REAL LIFE
• For the rest of the week everything goes well, but the next Monday, the car again
fails to start. Again a garage mechanic jumpstarts the car and Jack is able to drive
to work.
• Again, this is an example of incident management. Jack and the mechanic still
don't know why the battery was low, but by jumpstarting the car, are able to use
it.

12. 12
DISCUSSION:
SERVICE
MANAGEMENT IN
REAL LIFE
• Based on this recurrence of the failure, Jack doesn't trust the battery anymore
and decides to bring it to the garage for a diagnosis. He makes an appointment
the next Saturday with the garage. The mechanics inspect the car, and after
analysis, find that the battery loses power slowly and needs to be replaced.
• This is an example of problem management.
• The garage discovers from the list of factory recalls that this type of battery is
prone to power leaks. This is an example of a known error database. The battery
is now identified as the faulty configuration item, and the power leak is a known
error database. The battery is now identified as the faulty configuration item,
and the power leak is a known error

13. 13
DISCUSSION:
SERVICE
MANAGEMENT IN
REAL LIFE
• Based on this information and the mechanics advice, Jack orders a new battery.
The new battery actually represents a change to the car. Jack, in effect, submits a
request for change (RFC) by placing a work order with the garage to install a new
battery. The garage agrees and schedules an appointment for Jack to bring his
car to the repair shop the following Saturday.
• This is an example of change management.
• The following Saturday the garage replaces the battery according to the signed
agreement and plan. The actual installation of the battery is done by the
mechanics. They test Jacks car to make sure that it is working properly before
releasing it back to Jack. This is an example of release management

14. 14
DISCUSSION:
SERVICE
MANAGEMENT IN
REAL LIFE
• The garage owner keeps records of all the changes made to customers cars,
including the battery replacement to Jacks car, in a database in his computer.
• This is an example of configuration management.
• Next month Jack begins a new job and has to drive through mountains to reach
it. Because his car can barely handle the climb, he decides to add a turbo. The
turbo supplies more power to the car, enabling it to maintain its speed in the
mountainous area.
• This is an example of capacity management

15. 15
DISCUSSION:
SERVICE
MANAGEMENT IN
REAL LIFE
• Jack realizes that due to his new, longer job commute, the likelihood of his car
breaking down is now greater that it used to be, and that he currently does not
have any recourse should this happen.
• He shops for roadside assistance services and identifies American Automobile
Association (AAA) as the one that offers a service that best fits his needs, at
reasonable costs.
• This is an example of service level management.

16. 16
DISCUSSION:
SERVICE
MANAGEMENT IN
REAL LIFE
• He signs a contract with the AAA that lists the services that AAA will provide.
• The list of services is an example of a service level agreement (SLA).
• Jacks new job is very demanding. It pays well, but his manager wants his staff to
be there at all times. He decides to buy an extra car for his family's convenience.
• Jack and his family need to be able to justify the costs of the car. After discussion,
they conclude that they can afford only a secondhand car because they also have
to invest in the house this year.
• This is an example of financial management

17. 17
DISCUSSION:
SERVICE
MANAGEMENT IN
REAL LIFE
• Jack buys a secondhand car. If one car fails, the second car is available for Jack to
drive to work.
• This is an example of availability management.
• Jack and his family live in an area that floods once every 50 years. His wife's
parents live a half-mile higher up the hill, where it never floods. Jack can use
their car in case of need. He and his family have analyzed the possibility of a
disaster and planned for it.
• This is an example of service continuity management

18. 18
MOF MOF’s purpose is to create an environment where business and IT can work
together toward operational maturity, using a proactive model that defines
processes and standard procedures to gain efficiency and effectiveness.

19. 19
MOF

20. 20
GOVERNANCE First emerging as a discipline in 1993, the primary goals for
governance are to (1) assure that the investments in IT
generate business value, and (2) mitigate the risks that are
associated with IT. This can be done by implementing an
organizational structure with well-defined roles for the
responsibility of information, business processes,
applications, ICT infrastructure, etc.

21. 21
QUESTION ? Taking the previous definitions, how does one
“automate” governance?

22. 22
ANSWER …
You *don’t* !

23. 23
EXAMPLE 1 “Governance Automation enables organizations to easily respond to evolving information
governance policies or organizational structure changes by automating enterprise content
migration and restructuring while maintaining all content, configurations, security settings,
and metadata.”
content
migration maintaining all content, configurations, security settings,
and metadata

24. 24
EXAMPLE 2 'SharePoint Governance' is a guideline on how SharePoint will be used within your
organization. It is a set of all the rules and procedures as you will apply them to
SharePoint.
“How can XXXXX help you with SharePoint Governance?” …

25. 25
SIMILARITIES
AND
DIFFERENCES
• Similarities
• Requires oversight
• Are symbiotic
• Differences
• Management
• Focused on Product or Technology
• Can be implemented by a single person
• Governance
• Focused on Business or Process
• Requires buy-in from multiple persons

26. 26
LITMUS TEST FOR
GOVERNANCE
Is it a Product or
Service?
Can a single
person
implement it?
Is it focused on a
technology?
MANAGEMENT
YES
YES
YES
GOVERNANCE
NO
NO
NO

27. 27
RACI MATRIX
• R – Responsible – does the bulk of the work or assigns the
workload
• A – Accountable – Is the individual who is assigned to complete the
task. There can only be 1 “A” per task
• C – Consulted – asked to provide input or be actively involvede with
the task
• I – Informed – knows status and issues for each task

28. 28
QUIZ TIME A user calls the Service Desk with a complaint that, when logging in
to the corporate intranet, his browser always freezes after viewing
the main menu.

29. • Thank You!