Enterprise Network Architecture (IT 644) IP1
DeltaWave Beddings IT Governance and Risk Management
Table of Contents TOC \o "1-3" \h \z \u Project Outline PAGEREF _Toc515550342 \h 4Organization Description PAGEREF _Toc515550343 \h 4Significances of IT governance framework implementations. PAGEREF _Toc515550344 \h 4Governance Framework PAGEREF _Toc515550345 \h 6Introduction PAGEREF _Toc515550346 \h 6ITIL framework. PAGEREF _Toc515550347 \h 6Benefits of using the ITIL framework PAGEREF _Toc515550348 \h 7Service lifecycle PAGEREF _Toc515550349 \h 8Service Strategy PAGEREF _Toc515550350 \h 8Service Design PAGEREF _Toc515550351 \h 9Service Transition PAGEREF _Toc515550352 \h 9Service Operation PAGEREF _Toc515550353 \h 9Continual Service Improvement PAGEREF _Toc515550354 \h 9Business and IT Goals and Mission Statement PAGEREF _Toc515550355 \h 11Business goals PAGEREF _Toc515550356 \h 11IT goals in DeltaWave PAGEREF _Toc515550357 \h 13IT mission statement. PAGEREF _Toc515550358 \h 13IT Support Policies PAGEREF _Toc515550359 \h 14Introduction PAGEREF _Toc515550360 \h 14Roles of the support staff/team in ITIL PAGEREF _Toc515550361 \h 14Incident management PAGEREF _Toc515550362 \h 15The incident management flow chart PAGEREF _Toc515550363 \h 16Support prioritization PAGEREF _Toc515550364 \h 17Escalation PAGEREF _Toc515550365 \h 18Disaster Recovery and Business Continuity Policies PAGEREF _Toc515550366 \h 20Categories of risk that DeltaWave might be exposed to PAGEREF _Toc515550367 \h 20IT safety policies PAGEREF _Toc515550368 \h 20Response procedures PAGEREF _Toc515550369 \h 21Risk analysis PAGEREF _Toc515550370 \h 23Training Plan and Continuous Improvement Plan PAGEREF _Toc515550371 \h 25Training plan PAGEREF _Toc515550372 \h 25Training implementation strategy PAGEREF _Toc515550373 \h 25Continuous improvement plan PAGEREF _Toc515550374 \h 27Improvement plan primary steps PAGEREF _Toc515550375 \h 27Importance of management involvement PAGEREF _Toc515550376 \h 28Improvement Metrics measurement and measurement plan PAGEREF _Toc515550377 \h 28References PAGEREF _Toc515550378 \h 29
DeltaWave Beddings is a private company that produces and sales mattresses, pillows, beds, bedding accessories and other products related to beds. The central office of the company is located in Denver, Colorado. The company has over 2000 stores throughout the country. The company also provides an online store where buyers can purchase products online. With over four thousand employees the company is expanding rapidly.
DeltaWave Beddings manufactures bedding products and sell the products through the online store and through two thousand stores. All stores have the computer installed with accounting software that is used to bill the customer. The accounting system is distributed system and is not controlled centrally. The financial report is sent by store managers at the end of every month to finance managers at head office. This process has started to become hassle and unmanageable. When buyers make purchases using online store, the online team sends emails to store manager whose store is located near the buyer. Email is used heavily in the company.
In this study, the discussion will be centralized on understanding and implementing an IT governance framework that would influence a positive outcome in the operation of the business procedures in the DeltaWave beddings firm. A proper IT governance framework is associated with benefits that are inclined toward the prospering of the business.
Significances of IT governance framework implementations.
The purpose of any governance policy is to define the processes and the methods of how everything is supposed to be handled. Once this has been done, there are associated benefits of and these are defined in the benefits of following or implementing a given governance policy or framework in a firm. In this case, the focus is on the general benefits of implementing an IT governance framework in DeltaWave beddings company. These advantages are listed as:
* Optimizing the business processes and their efficiently
* Increasing the project visibility and achievements
* It assists in embedding IT governance as part of the firm’s culture
* It assists in performance measurements
* It raises the general profile of the IT prospects in the organization
* It assists in ensuring compliance
A governance framework is the strategies that are adopted by the organization to align the business processes of the firm with its IT infrastructures. The roles are to ensure that the business objectives are achieved through the use of IT in decision making and operation of the business CITATION Man14 \l 1033 (Mangalaraj, Singh, & Taneja, 2014). The IT governance framework works to ensure that the business processes and objective are aligned and therefore contribute largely to the measurement of the achievement of these set goal of the objectives. In the DeltaWave beddings firm the focus is to ensure that the businesses efficiency is attained and that the sales form the different stores are maximized. This can be made possible by focusing on the synchronization between the business processes and these objectives. This is where the Governance frameworks come in. a good framework that c neb selected and implemented in this case is the ITIL framework.
The IT Infrastructure Library (ITIL) is a library of strategies that are used as a framework for IT governance. The framework is used worldwide in delivering best IT implementation and synchronization procedure in ensuring that business achieves the set objectives in the processes it is engaged in. the framework was designed by the UK's Cabinet Office as a library of best-practice processes for IT service management. This framework is supported by the ISO/IEC 20000:2011 which makes it an important and efficient part of business processes in organizations and it uses an efficient and critical part of the different organizations that have adopted it CITATION Can11 \l 1033 (Cannon, Wheeldon, Lacy, & Hanna, 2011).
Benefits of using the ITIL framework
The popularity of the framework is based on its advantages in ensuring that a business can manage the risks it is exposed to, strengthen the customer relations, develop and establish cost-effectiveness in the processes that the business is involved in and develop a conducive environment for the business to achieve its goals and objectives at all activities it is engaged in. the overall effectiveness of the framework is based on the cumulative contribution of each of the processes involved in the business of having the organization goals. Other general benefit includes:
* Synchronization of IT solutions with business needs
* Optimistic and real service levels
* Consistent, repeatable processes
* Efficient and effective service delivery
* Better services and processes
* Transparent costs and improved return on investment
* Continual improvement based on regular measuring and monitoring.
In this case, the DeltaWave organization would have it set objectives through the contributory role of each of the procedures involved in it ranging from store management to accounting. Having an elaborate framework such as ITIL would ensure that the risks that the accounting processes or the sale department are exposed to are managed and reduces. The process such as sales and accounting are also made cost-effective in that the cost that is used in the processes is resulting in returns and not mere cost incurrence. Each cost incurred in the business would have an associable benefit to the cumulative achievement of the business objectives. This is the role of the ITIL framework implemented in such a firm.
The service lifecycle is the definition of the stages that a service going through the ITIL framework process and how it is transformed and taken through growth to achieve the desired outcome and the achievement of the business objectives. The ITIL has 5 distinctive stages of the lifecycle. These are:
* Service Strategy
* Service Design
* Service Transition
* Service Operation
* Continual Service Improvement
This stage focuses on ensuring that the different strategies are defined, maintained and then implemented. The success of the entire service lifecycle depends on these aspects of definition, maintenance, and implementation. Without them, the entire process would collapse and therefore this becomes the core stage in the entire service lifestyle. For the DeltaWave beddings firm, this stage would be based on defining the set objective and the strategies that would be used in achieving them. Such strategies would involve the installation of a centralized accounting management system where the fiancé managers in each store do not have to email their accounts but where they can be accessed centrality. Once these have been defined, they can be maintained an implemented appropriately to achieve the objectives.
This stage entails the design of the strategies that were defined. At this level, the strategies are made a reality focused on achieving the set goals and therefore it involves the use of architectural design for the framework and the objective achievement coupled with the introduction of the necessary support mechanism to support the service strategies.
This stage is involved in bridging the gaps that could occur in the process of developing the strategies and designing them before implementation. The stage brings together all the assets within a service and ensures these are integrated and tested together. Its focus is on the quality and control of the delivery of a new or changed service into operations. The transition between the firms operational and the synchronization with the customer aspects is done at this level.