Tai: Diary

• 14 general management practices


• 17 service management practices


• 3 technical management practices

General management practices

1. Architecture management


2. Continual improvement (ITIL 3から継続)
   Aligning the organization's practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.


3. Information security management (ITIL 3から継続)
   Protecting the information needed by the organization to conduct its business.


4. Knowledge management (ITIL 3から継続)
   Maintaining and improving the effective, efficient, and convenient use of information and knowledge across the organization.


5. Measurement and reporting (ITIL 3から継続)
   Supporting good decision-making and continual improvement by decreasing the levels of uncertainty.
   
   
   
   • Critical success factor (CSF)
   
   
   • Key performance indicator (KPI)
   
   
   
   


6. Organizational change management


7. Portfolio management (MoPに関連)


8. Project management (PRINCE2に関連)


9. Relationship management
   Establishing and nurturing the links between the organization and its stakeholders at strategic and tactical levels.


10. Risk management (M_o_Rに関連)


11. Service financial management
    Supporting the organization's strategies and plans for service management by ensuring that the organization's financial resources and investments are being used effectively.


12. Strategy management


13. Supplier management
    Ensuring that the organization's suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.


14. Workforce and talent management

Service management practices

1. Availability management


2. Business analysis
   Analyzing a business or some element of it, define its associated needs, and recommend solutions to address these needs and/or solve a business problem, which must facilitate value creation for stakeholders.


3. Capability and performance management


4. Change control (ITIL 3から継続)
   Maximizing the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.


5. Incident management (ITIL 3から継続)
   Maximizing the negative impact of incidents by restoring normal service operation as quickly as possible.


6. IT asset management
   Planning and managing the full lifecycle of all IT assets, to help the organization.


7. Monitoring and event management (ITIL 3から継続)
   Systematically observing services and service components, and record and report selected changes of state identified as events.


8. Problem management (ITIL 3から継続)
   Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.


9. Release management (ITIL 3から継続)
   Making new and changed services and features available for use.


10. Service catalogue management (ITIL 3から継続)
    Providing a single of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.


11. Service configuration management (ITIL 3から継続)
    Ensuring that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.


12. Service continuity management
    Ensuring that the availability and performance of a service are maintained at sufficient levels in case of a disaster.


13. Service design (ITIL 3から継続)
    Designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.


14. Service desk (ITIL 3から継続)
    Capturing demand for incident resolution and service requests.


15. Service level management (ITIL 3から継続)
    Setting clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.


16. Service request management
    Supporting the agreed quality of a service by handing all pre-defined, user-initiated service requests in an effective and user-friendly manner.


17. Service validation and testing
    Ensuring that new or changed products and services meet defined requirements.

Technical management practices

1. Deployment management
   Moving new or changed hardware, software, documentation, processes, or any other component to live environments.


2. Infrastructure and platform management


3. Software development and management

1. Focus on value
   利害関係者、特に顧客やユーザにとって価値があるかどうか



2. Start where you are
   新製品の開発に際し、既にある製品や運用プロセスを見直し、何が再利用可能で、一から作る必要がないのか認識する。



3. Progress iteratively with feedback (PRINCE2では "Manage by stages")
   大きなプロジェクトでも、自分が扱える範囲に分割する事で管理可能になる。



4. Collaborate and promote visibility (PRINCE2では "Organization" と "Communication management approach")
   関係者同士で、その行為の目的や優先度の情報共有を深める事で、失敗リスクの軽減や、最適な責任者の配置、また彼らからの最適な助言が期待できる、という事だと思います。



5. Think and work holistically
   一方向だけでなく包括的に見る事で、顧客の需要を満たす確度を高める。例えば、ITIL 4の "The four dimensions of service management" の4項目、"Organizations and people," "Information and technology," "Partners and suppliers," "Value streams and processes" のすべてを考慮する。



6. Keep it simple and practical
   従来のプロセスの継続に意味が無いなら、その作業をカットする。成果物を重視し (PRINCE2では "Focus on products")、最小限のプロセスに絞り、コスト削減を図る。



7. Optimize and automate
   自動化が見込める作業は自動化する。