1. ITIL - SOA, PPO, RCV, OSA AND MALC Yuko Soma 1 Case Study 2. 2013 ITIL (2011)2013 ITIL2013 EXINITIL EXIN Pyzdek, Thomas, and Keller, Paul, The Six Sigma Handbook, Fourth Edition, McGraw-Hill Professional, UK; 2014 Stark, Ed, Lean Six Sigma QuickStart Guide, ClydeBank Business Stephen R. Covey, THE 7 HABITS of Highly Effective People, Brilliance Audio, Inc. Michigan; 2012 PMIPMBOK5Project Management Education2014 IT ITIL 20112013 itSMF JapanIT 2013 ISO20000 20112011 ITIL ITIL 20112014 ITIL IT 2012 2 3. MALC 1 10 10 ITIL : 1 - 10 - 2 MoSCoW 6 3 Yuko Soma Case 1 - 1 3 4. 2 KPI 70% (2 3 KPI Yuko Soma Case 1 - 2 Cybozu + Becky! sametime + Domino Lync + Exchange + Sharepoint Must 100 0 100 Should 80 80 80 Could 90 80 90 Would 50 0 100 4 5. MALC 2 10IT AB IT ITIL Yuko Soma Case 2 - 1 A IT SLM C J B ITIL 5 6. (BRM) CAB(Change Advisory Board) Yuko Soma Case 2 - 2 SLMSLA BRM SCM MS Lync MS Sharepoint Sametime, Notes DB, Notes 9:00 17:005% 6 7. MALC 3 ITIL : 1 - - 2 Yuko Soma Case 3 - 1 ITIL 7 8. 3 (ES) 4 (CS) ITCS, ES Yuko Soma Case 3 - 2 IT A) B) OJT C) D) IT (ES)(CS) 8 9. MALC 4 PDSPDCAPSDACAP-Do : 1 IT Yuko Soma Case 4 - 1 Plan DoCheck Act IT Plan DoCheck Act Plan DoCheck Act ITIL 9 10. 2 3ITILCAP-Do ITIL CAP-Do (P)PDCA Yuko Soma Case 4 - 2 PDS (Plan, Do, See) Act CheckActSee Act PDCA (Plan, Do, Check, Act) ITIL Plan ITILPlan CAP-Do (Check, Act, Plan, Do) Check ITILCheck Plan 10 11. MALC 5 ITIL Yuko Soma Case 5 - 1 140 90 IT 10 36 5 CIO 11 12. Yuko Soma Case 5 - 2 Step 1 Step 2 Step 3 ITIL ITIL 12 13. MALC 6 IT IT ITIL a. b. c. d. e. a.b,c Yuko Soma Case 6 - 1 ITIL 13 14. d,e d 10 x 4 = 40 8 e Yuko Soma Case 6 - 2 1 2 3 10 A A ITSM K K DB B B 4 4 14 15. IT MALC 7 Disk FullAOS A HDD DB2 C 5 ITITIL : 1 ( (100% 2 Yuko Soma Case 7 - 1 15 16. IT 3 IT ITIT Yuko Soma Case 7 - 2 IT IT 16 17. MALC 8 CIO ITIL : 1 Yuko Soma Case 8 - 1 ITIL 17 18. 2 3 ROI Yuko Soma Case 8 - 2 APAC, EMEA, North America RFC 18 19. MALC 9 ITIL : Yuko Soma Case 9 - 1 (TTB) (GTB) (RTB) () () ITIL 19 20. RACI RFC Yuko Soma Case 9 - 2 CAB ECAB n/a C AR 5 n/a C RI A 4 n/a C RI A 3 n/a C AR CI 2 - n/a C AR C CI 1 RFC n/a C AR CI ITIL 20 21. MALC 10 ITIL : 1 Yuko Soma Case 10 - 1 50 John Salesforce.com Sara ? 21 22. 2 3 IT 3 Yuko Soma Case 10 - 2 / / CIO 22 23. MALC 12 ITIL 1 SWOT Yuko Soma Case 11 - 1 10 10 23 24. 2 (ROI) SWOT Yuko Soma Case 11 - 2 A. B. 20156 C. ( ) 1000 2000 100 2000 1000 - ROI3000/3000=1.0 - D. 10% 20% 5% E. 24 25. MALC 13 ITIL : 1 Yuko Soma Case 13 - 1 ITIT ISO27001ISO13485 GDP1.610% 25 26. 2 (M_o_R: Management Of Risk) ISO31000 ISO/IEC27001 Risk IT 3ISO31000 ITIL Yuko Soma Case 13 - 2 ITIL 26 27. MALC 14 ITIL : 1 () () Yuko Soma Case 14 - 1 27 28. 2 3 Yuko Soma Case 14 - 2 - - ITIL 28 29. MALC 15 IT 5 B to B ITITIL 1 Yuko Soma Case 15 - 1 29 30. Yuko Soma Case 15- 2 / RFC CAB ITSCP IT (CSI) 2 ITIL 30 31. MALC 16 ITIL Plan DoSee SeeITIL : 1 2 Yuko Soma Case 16 - 1 1 2 ITIL 3 4 5 6 31 32. BI Yuko Soma Case 16 - 2 See Hi. Mr. Kondo Bla bla bla.... Warm regards. 3 l l 32 33. OSA 1 ITIL ITIL ITIL1: Yuko Soma Case 1 - 1 IT ITIL 33 34. ITIL2: ITIL Yuko Soma Case 1 - 2 1. IT 2. 3. 34 35. OSA 1 ITIL1: ITITIT CI ITIL2: ITIL : 1 Yuko Soma Case 2 - 1 35 36. 2 ITIL : VIP SLA Yuko Soma Case 2 - 2 1 2 3 2 3 4 3 4 5 SLA 1 1 2 8 3 24 4 48 5 1. 2. 3. 4. 5. VIP: VIP ITSMVIP () 10005 75 ITIL 36 37. OSA 4 13000 ITIL 1 2: - Yuko Soma Case 4 - 1 1 2 3 PC DL 4 ? 5 ? 37 38. 2 IT 3 SLR Yuko Soma Case 4 - 2 SLM SLASLR IT 38 39. OSA 9 ITIL ID 1: 2: 1: 4 Yuko Soma Case 9 -1 RFC 39 ITIL 40. 2: SD SO IT Yuko Soma Case 9 - 2 40 41. OSA 10 ITIL 3 IT Yuko Soma Case 10 - 1 a) b) c) a) 5% b) 10% a) b) c) CPU d) 41 42. ITSM (CI)ITSM IT Yuko Soma Case 10 - 2 ITSM SD ITSM 42 43. OSA 13 ITIL ITIL: 4 Yuko Soma Case 13 - 1 1 2 2 24 24 43 44. 1 4 2 IT 3 Yuko Soma Case 13 - 2 44 45. BCP OSA 15 ITIL 1 2 Yuko Soma Case 15 -1 45 46. BCP Yuko Soma Case 15 - 2 BCP ITSCM IDID 4 BCMCEO d) a) c) b) e) 46 47. OSA 16 itAIB(OSA pp. 214 229 ) 1 SO S Yuko Soma Case 16 -1 ( () APAC EMEA IT 47 48. Yuko Soma Case 16 - 2 / 3 APAC -- > EMEA (95 03 ) 2 ITIL ITIL 48 49. Yuko Soma Case 1 - 1 1 2) IT RCV 1 ITIL ITIL: IT 49 50. ITIL2: : 1 2 ITIL SKMS Yuko Soma Case 1 - 2 MS Access 2013 CMS n/a 50 51. RCV 2 ITIL CAB : : 1 ITIT Yuko Soma Case 2 - 1 51 52. : 2 3 : Yuko Soma Case 2 - 2 Plan SeeDo CAB ECAB 52 53. RCV 4 PDAITIL : ITILP () P Yuko Soma Case 4 - 1 Plan DoCheck Act 53 54. PDA : P A : P Yuko Soma Case 4 - 2 P A P P D A C C A 54 D 55. DB RCV 5 DBVBFDB ITIL : ITIL 4 ITIL: : 1 VBFDB Yuko Soma Case 5 - 1 55 56. DB Yuko Soma Case 5 - 2 : 2 3 4 1. 2. 3. 4. ITIL 56 57. RCV 6 RAID ITIL : ITSCMBCM : 1 ITSCM Yuko Soma Case 6 - 1 BCM ITSCM IT BCMITSM ITIL 57 58. 2 IT 3 IT 4 5 BCM Yuko Soma Case 6 - 2 BCMITSM etc. IT IT IT/ 58 59. SDP RCV 9 SDPE-learning ITIL : SDPSDP SDP 1: ITIL SDP Yuko Soma Case 9 -1 SDP 59 60. SDP 2: SDP SDP SDPITIL Yuko Soma Case 9 - 2 7R Raised - ? Reason - Return - Risk - Resource - Responsible - Relationship - ITIL 60 61. ST RCV 10 ITILSTST Yuko Soma Case 10 - 1 CIO 61 62. ST Yuko Soma Case 10 - 2 ST IT 62 63. DIKW RCV 11 DIKW : 1 ITIT Yuko Soma Case 11 - 1 63 64. 2 DIKW CMDB CMSSKMS Yuko Soma Case 11 - 2 CMDB CMS SKMS () SLA DIKW 3 DML : (DIKW)(CMS) IT