March 13, 2010, flight from San Jose to Caracas
I come back from a very interesting week in my life, in five days thanks to an invitation from GBM, I had the opportunity to present our experience in best practices support compliance with the Regulations of the Superintendency of Financial Institutions (SUGEF) to the ICT Directors and Managers of 7 banks in Costa Rica.
By synchronizing these conferences we carry out to fulfill a year published on 12 March 2009 and therefore its enactment. This time
summarize the ideas expressed in my visits, which relate to the need to create a manageable IT environment for compliance with the generation of a Service Management culture that promotes teamwork, respect for the customer and continuous improvement.
Title 7 ideas and talk about are those that describe below
1. BASE: The SERVICE
Think for a minute that we had dinner in a restaurant, we get that there is no menu and serves us who talks about cooking utensils, ovens, vegetables and meats and fish they have. Would feel comfortable asking your favorite dish?
interesting challenge, but not easy, if we put our hand to describe the ingredients we need to enjoy dinner. Still we manage IT resources and company information without adequate Menu of Services rendered.
So to begin, we must make up the spine Lifecycle Management IT Services and the Service Catalog, which describes the characteristics and conditions for establishing clear expectations with the customer.
2. THE BASICS: The PROCESS
the Greek philosopher Heraclitus (400 BC) did not believe in things, but in the Process, said that everything changes, life moves on and is like a river in which we can not bathe twice because second time the waters have moved. Heraclitus said that "only change is eternal "
Processes and activities that comprise it, are the catalyst for the challenge of living in constant change, the processes will be the most efficient way to make IT resources on strategic activities, ie to achieve the end result, regardless of the change.
If we accept that the only constant is change, it is very difficult to provide a quality service with no defined activities and roles.
Having processes, have defined activities, roles and responsibilities, independent of the type of organization and tools or systems, is critical to creating a culture of service and facilitating compliance.
3. The CONDITION: Teamwork and Knowledge Management.
Processes are under (horizontal and cross multiple organizations) that make it a challenge to implement them, is the professional reporting to different supervisors to work in a team with a common goal which is not always equal to its organization.
other hand, a good specialist in IT, is not always a good team player and not everyone can or want to share their knowledge. This is conditioning, creating a culture of teamwork and knowledge sharing. Staff must be convinced that working together and sharing knowledge will help you improve your quality of life.
4. LEADERSHIP: THE MOTIVATING.
Achieve IT Governance and regulatory compliance is one of the main challenges for any IT manager and a great part of the solution is in your hands. Leadership by example should be the way to motivate the organization to focus on a culture of service to the customer service center.
5. ARCHITECTURE: Indispensable for alignment with the company:
The difference between an architecture that we admire (Parthenon, Taj Mahal, Pyramids of Egypt) and we have developed in IT to meet business needs, in our opinion, the first response to a clear "rationale." Our
IT Architectures have grown in terms of requirements that do not necessarily respond to the Business Process. Our recommendation is that we define our catalog of services according to the processes of the business value chain and do not develop more systems if the process is not clearly defined and modeled. So we have information architecture, data infrastructure and consistent with the institution they serve.
6. Enablers: IT BEST PRACTICES
If we believe that the application of common sense and the experience of others can help us to achieve results with less effort, then we will agree to use best practices such as ITIL, TOGAF and COBIT are a way to have accelerators or enablers that make us the easiest path to service management.
Following the recommendations of ITIL for a service can be established along its entire lifecycle: Strategy, Design, Transition, Operation and Continuous Improvement, put us in a very favorable condition for compliance, audited in terms of processes and COBIT Control Objectives.
To invent the wheel if we have the experience and wisdom in these best practices documented?
7. GOAL: Meet
CobIT For SUGEF in Costa Rica, the Compliance Policy is fully related to compliance with COBIT, which emphasizes some of the control objectives in the short and medium term.
do you think if we use ISO 20000 as a lever to accomplish? The purpose of the enforcement process, are also needed for ISO 20000 certification. Therefore certification would be a great way to demonstrate compliance and filled with pride also gained international recognition in the Management of IT Services.
implementation and integration of the processes of Service Management, provides ongoing control, greater efficiency and opportunities for continuous improvement.
As you can see there is great difficulty in meeting the challenge is common sense application of best practice leadership, perseverance and teamwork.
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