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Culture Documents
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PO
PO1
PO2
PO3
PO4
PO5
PO6
PO7
PO8
PO9
PO10
PO11
AI
AI1
AI2
AI3
AI4
AI5
AI6
DS
DS1
DS2
DS3
DS4
DS5
DS6
DS7
DS8
DS9
DS10
DS11
DS12
DS13
berwachung
M1
M2
M3
M4
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
x
Availability Mgmt
Capacity Mgmt
Release Mgmt
Change Mgmt
Configuration Mgmt
Problem Mgmt
Incident Mgmt
Security Mgmt
Infrastructure Mgmt
Application Mgmt
Business Perspective
Service Support
Service Delivery
x
x
x
x
x
x
x
x
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x
x
x
x
x
x
x
x
x
x
x
Glenfis AG
Process
Control Objective
Seite 6 von 18
COBIT Prozess
DS
DS
DS
DS
DS
DS
DS
DS
1
1
1
1
1
1
1
1
DS
DS
DS
DS
DS
DS
DS
DS
1.0
1.1
1.2
1.2
1.5
1.2
1.2
1.4
PO 5
PO 5
PO 5
DS 6
DS 6
DS 6
DS 6
PO
PO
PO
DS
DS
DS
DS
5.0
5.1
5.1
6.2
6.1
6.0
6.3
3. CAPACITY MANAGEMENT
The Capacity Management process
Activities in Capacity Management
Costs, benefits and possible problems
Planning and implementation
Review of the Capacity Management process
Interfaces with other SM processes
DS 3
DS 3
DS 3
DS 3
DS 3
DS 3
n.a.
DS 3.0
DS 3.0
DS 3.7
DS 3.7
DS 3.0
DS 3.3
n.a.
DS 4
DS 4
DS 4
DS 4
DS 4
n.a.
DS 4.0
DS 4.1
DS 4.1
DS 4.1
DS 4.1
n.a.
5. AVAILABILITY MANAGEMENT
Basic concepts
The Availability Management Process
The Cost of (Un)Availability
Availability Planning
Availability improvement
Availability measurement and reporting
DS
DS
DS
PO
DS
DS
DS
DS
DS
DS
PO
DS
DS
DS
4
4
4
9
3
4
3
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4.0
4.2
4.0
9.4
3.2
4.4
3.3
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Process
Control Objective
COBIT Prozess
DS 3
DS 3
DS 3.4
DS 3.0
DS 8
DS 8
DS 8
n.a.
PO 4
PO 7
PO 8
PO 7
DS 8
DS 5
DS 8.0
DS 8.1
DS 8.1
n.a.
PO 4.4
PO 7.4
PO 8.1
PO 7.4
DS 8.0
DS 5.10
Modellierungswerkzeuge
Leistungs- und Kapazittsmanagement
7. INCIDENT MANAGEMENT
Goal of Incident Management
Scope of Incident Management
Basic concepts
Benefits of Incident Management
Planning and implementation
Incident Management activities
Handling of major Incidents
Roles of the Incident Management process
Key Performance Indicators
Tools
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
10
10
10
10
10
10
10
10
10
10
10
DS 10.0
DS 10.0
DS 10.1
DS 10.1
DS 10.1
DS 10.1
DS 10.3
DS 10.2
DS 10.0
DS 10.3
DS 10.1
8. PROBLEM MANAGEMENT
Goal of Problem Management
Scope of Problem Management
Basic concepts
Benefits of Problem Management
Planning and implementation
Problem control activities
Error control activities
Proactive Problem Management
Providing information to the support organisation
Metrics
Roles within Problem Management
DS 10
DS 10
DS 10
DS 10
DS 10
DS 10
DS 10
DS 10
DS 8
DS 8
DS 10
DS 10
DS 10.0
DS 10.0
DS 10.1
DS 10.1
DS 10.1
DS 10.1
DS 10.3
DS 10.3
DS 8.5
DS 8.5
DS 10.0
DS 10.0
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Seite 8 von 18
Process
Control Objective
9. CONFIGURATION MANAGEMENT
Goal of Configuration Management
Scope of Configuration Management
Basic concepts
Benefits and possible problems
Planning and implementation
Activities
Process control
Relations to other processes
Tools specific to the Configuration Management process
Impact of new technology
Guidance on Configuration Management
DS 9
DS 9
DS 9
DS 9
DS 9
DS 9
DS 9
DS 9
n.a.
n.a.
n.a.
n.a.
DS 9.0
DS 9.0
DS 9.0
DS 9.1
DS 9.1
DS 9.1
DS 9.0
DS 9.0
n.a.
n.a.
n.a.
n.a.
Konfigurationsmanagement
Konfigurationsmanagement
Konfigurationsmanagement
Aufzeichnung der Konfiguration
Aufzeichnung der Konfiguration
Aufzeichnung der Konfiguration
Konfigurationsmanagement
Konfigurationsmanagement
n.a.
n.a.
n.a.
n.a.
AI 6
AI 6
AI 6
AI 6
AI 6
AI 6
AI 6
AI 6
AI 6
n.a.
AI 6.0
AI 6.0
AI 6.0
AI 6.1
AI 6.2
AI 6.0
AI 6.0
AI 6.2
AI 6.3
n.a.
nderungswesen
nderungswesen
nderungswesen
Anstoss und Kontrolle von nderungsantrgen
Beurteilung der Auswirkungen
nderungswesen
nderungswesen
Beurteilung der Auswirkungen
Kontrolle der nderungen
n.a.
AI 5
AI 5
AI 5
AI 5
AI 5
AI 5
AI 5
n.a.
n.a.
AI 5
AI 5.0
AI 5.0
AI 5.0
AI 5.0
AI 5.0
AI 5.0
AI 5.0
n.a.
n.a.
AI 5.0
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COBIT Prozess
V 2.2
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PO
Seite 9 von 18
ITIL Prozess
ITIL Book
PO1
PO 1.1
PO 1.2
PO 1.3
PO 1.4
PO 1.5
PO 1.6
PO 1.7
PO 1.8
PO2
PO 2.1
PO 2.2
PO 2.3
PO 2.4
PO3
PO 3.1
PO 3.2
PO 3.3
PO 3.4
PO 3.5
PO4
PO 4.1
PO 4.2
PO 4.3
PO 4.4
PO 4.5
PO 4.6
PO 4.7
PO 4.8
PO 4.9
PO 4.10
PO 4.11
PO 4.12
PO 4.13
PO 4.14
PO 4.15
allgemein
allgemein
allgemein
Roles, responsibilities and interfaces
Roles, responsibilities and interfaces
Roles, responsibilities and interfaces
Infrastructure Design (Ownership issues)
Infrastructure Design (Ownership issues)
Roles, responsibilities and interfaces
allgemein
ICT Operational Roles
ICT Operational Roles
ICT Operational Roles
Suppliers and Procurement
Suppliers and Procurement
PO5
PO 5.1
PO 5.2
PO 5.3
PO6
PO 6.1
PO 6.10
PO 6.11
PO 6.2
PO 6.3
PO 6.4
PO 6.5
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PO
Seite 10 von 18
ITIL Prozess
ITIL Book
allgemein
allgemein
allgemein
n.a.
PO7
PO 7.1
PO 7.2
PO 7.3
PO 7.4
PO 7.5
PO 7.6
PO 7.7
PO 7.8
Personalwesen
Rekrutierung und Befrderung des Personals
Personalqualifikationen
Rollen und Verantwortlichkeiten
Ausbildung des Personals
Quer-Training oder Stellvertretung
Sicherheitsabklrung fr Personal
Leistungsbeurteilung fr Angestellte
Stellenwechsel und Kndigung
n.a.
Roles, responsibilities and interfaces; Training
Roles, responsibilities and interfaces
Training
Training
allgemein
Where are we now: People
n.a.
PO8
PO 8.1
PO 8.2
PO 8.3
PO 8.4
PO 8.5
PO 8.6
n.a.
n.a.
n.a.
allgemein
n.a.
n.a.
n.a.
n.a.
n.a.
n.a.
ITIL Security Management
n.a.
n.a.
PO9
PO 9.1
PO 9.2
PO 9.3
PO 9.4
PO 9.5
PO 9.6
PO 9.7
PO 9.8
Risikobeurteilung
Beurteilung der Geschftsrisiken
Vorgehen zur Risikobeurteilung
Risikoidentifikation
Risikomessung
Risikoaktionsplan
Risikoakzeptanz
Auswahl der Sicherheitsvorkehrungen
Verpflichtung zur Risikobeurteilung
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
PO10
PO 10.1
PO 10.10
PO 10.11
PO 10.12
PO 10.13
PO 10.2
PO 10.3
PO 10.4
PO 10.5
PO 10.6
PO 10.7
PO 10.8
PO 10.9
Projektmanagement
Projektmanagement-Rahmen
Formelles Projektrisikomanagement
Testplan
Schulungsplan
Plan zur Prfung nach der Einfhrung
Beteiligung der Fachbereiche bei der Projektinitiierung
Projektteam-Mitgliedschaft und Verantwortlichkeiten
Projektdefinition
Projektfreigabe
Freigabe der Projektphasen
Projektmasterplan
System-Qualittssicherungsplan
Planung von Besttigungs-Methoden
n.a.
Readiness Assessment (Provide a baseline for Risk Mgmt)
Design, Build, Deploy: Testing
Deploy: training strategies
Optimize: Application review Process
Managing the business Value
Organising roles and functions
n.a.
n.a.
n.a.
n.a.
The Application Management lifecycle
Control methods and techniques
n.a.
n.a.
ITIL Application
ITIL Application
ITIL Application
ITIL Application
ITIL Application
ITIL Application
n.a.
n.a.
n.a.
n.a.
ITIL Application
ITIL Application
PO11
PO 11.1
PO 11.2
PO 11.3
PO 11.4
Qualittsmanagement
Allgemeiner Qualittsplan
Vorgehen bei der Qualittssicherung
Planung der Qualittssicherung
Prfung der Qualittssicherung auf Einhaltung von IT-Standards und Verfahren
Quality Management
Quality Management
Formal quality initiatives
Formal quality initiatives
PO
PO
PO
PO
6.6
6.7
6.8
6.9
Business
Business
Business
Business
Business
Business
Business
Business
Continuity
Continuity
Continuity
Continuity
Continuity
Continuity
Continuity
Continuity
(c) Glenfis AG
Management
Management
Management
Management
Management
Management
Management
Management
Management
Management
Management
Management
Management
Management
Management
Management
V 2.2
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Glenfis AG
PO
PO
PO
PO
PO
PO
PO
PO
PO
PO
PO
PO
PO
PO
PO
PO
11.5
11.6
11.7
11.8
11.9
11.10
11.11
11.12
11.13
11.14
11.15
11.16
11.17
11.18
11.19
ITIL Prozess
Seite 11 von 18
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ITIL Book
ITIL
ITIL
ITIL
ITIL
n.a.
n.a.
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
Application Management
Application Management
Application Management
Planning to implement Service Management
Application Management
Application Management
Application Management
Application Management
Application Management
Application Management
Planning to implement Service Management
Planning to implement Service Management
Planning to implement Service Management
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AI
Process
Seite 12 von 18
ITIL Book
AI1
AI 1.1
AI 1.2
AI 1.3
AI 1.4
AI 1.5
AI 1.6
AI 1.7
AI 1.8
AI 1.9
AI 1.10
AI 1.11
AI 1.12
AI 1.13
AI 1.14
AI 1.15
AI 1.16
AI 1.17
AI 1.18
AI2
AI 2.1
AI 2.2
AI 2.3
AI 2.4
AI 2.5
AI 2.6
AI 2.7
AI 2.8
AI 2.9
AI 2.10
AI 2.11
AI 2.12
AI 2.13
AI 2.14
AI 2.15
AI 2.16
AI 2.17
AI3
AI 3.1
AI 3.2
AI 3.3
AI 3.4
AI 3.5
AI 3.6
AI 3.7
Operational control and mgmt of the services, components and their config.
Proactive operational Mgmt & Availability Mgmt
generic
Operational control and mgmt of the services, components and their config.
Operational control and mgmt of the services, components and their config.
Change Management
generic
AI4
AI 4.1
AI 4.2
AI 4.3
AI 4.4
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AI
Seite 13 von 18
Process
AI5
AI 5.1
AI 5.2
AI 5.3
AI 5.4
AI 5.5
AI 5.6
AI 5.7
AI 5.8
AI 5.9
AI 5.10
AI 5.11
AI 5.12
AI 5.13
AI 5.14
Release Management
Change Management
Release Management
Release Management
Release Management
Change Management
Change Management
Release Management
Release Management
Release Management
Change Management
Release Management
Change Management
Release Management
AI6
AI 6.1
AI 6.2
AI 6.3
AI 6.4
AI 6.5
AI 6.6
AI 6.7
AI 6.8
nderungswesen
Anstoss und Kontrolle von nderungsantrgen
Beurteilung der Auswirkungen
Kontrolle der nderungen
nderungen im Notfall
Dokumentation und Verfahren
Genehmigte Wartung
Software-Versionenkonzept
Software-Verteilung
Change Management
Change Management
Change Management
Change Management
Change Management
Change Management
Release Management
Release Management
(Rollout plan)
(Rollout plan)
(Rollout plan)
(Rollout plan)
ITIL Book
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
ITIL Service Support
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V 2.2
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Glenfis AG
DS
ITIL Prozesse
Seite 14 von 18
ITIL Book
DS1
DS 1.1
DS 1.2
DS 1.3
DS 1.4
DS 1.5
DS 1.6
DS 1.7
DS2
DS 2.1
DS 2.2
DS 2.3
DS 2.4
DS 2.5
DS 2.6
DS 2.7
DS 2.8
DS3
DS 3.1
DS 3.2
DS 3.3
DS 3.4
DS 3.5
DS 3.6
DS 3.7
DS 3.8
DS 3.9
DS4
DS 4.1
DS 4.2
DS 4.3
DS 4.4
DS 4.5
DS 4.6
DS 4.7
DS 4.8
DS 4.9
DS 4.10
DS 4.11
DS 4.12
DS 4.13
DS5
DS 5.1
DS 5.2
DS 5.3
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Glenfis AG
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
DS
5.4
5.5
5.6
5.7
5.8
5.9
5.10
5.11
5.12
5.13
5.14
5.15
5.16
5.17
5.18
5.19
5.20
5.21
Seite 15 von 18
ITIL Prozesse
ITIL Book
generic
generic
generic
Management
generic
generic
generic
Management
generic
generic
generic
generic
generic
generic
Management
Management
Management
Management
DS6
DS 6.1
DS 6.2
DS 6.3
DS7
DS 7.1
DS 7.2
DS 7.3
Deployment; Training
Deployment; Training
Deployment; Training
DS8
DS 8.1
DS 8.2
DS 8.3
DS 8.4
DS 8.5
DS9
DS 9.1
DS 9.2
DS 9.3
DS 9.4
DS 9.5
DS 9.6
DS 9.7
DS 9.8
Konfigurationsmanagement
Aufzeichnung der Konfiguration
Konfigurations-Referenzversion
Statusbericht
Konfigurationskontrolle
Unbewilligte Software
Aufbewahrung von Software
Verfahren fr Konfigurationsmanagement
Nachvollziehbarkeit der Software
Configuration Management
Configuration Management
Configuration Management
Configuration Management
Configuration Management
Configuration Management
Configuration Management (DSL)
Configuration Management
Configuration Management
DS10
DS 10.1
DS 10.2
and
and
and
and
control
control
control
control
of
of
of
of
all
all
all
all
(c) Glenfis AG
aspects
aspects
aspects
aspects
of
of
of
of
ICT
ICT
ICT
ICT
operational
operational
operational
operational
security
security
security
security
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
Security Management
Security Management
Security Management
ICT Infrastructure Management
Security Management
Security Management
Security Management
ICT Infrastructure Management
Security Management
Security Management
Security Management
Security Management
Security Management
Security Management
ICT Infrastructure Management
ICT Infrastructure Management
ICT Infrastructure Management
ICT Infrastructure Management
V 2.2
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Glenfis AG
DS
Seite 16 von 18
ITIL Prozesse
ITIL Book
DS 10.3
DS 10.4
DS 10.5
Problem Management
Change Management
Change Management
DS11
DS 11.1
DS 11.2
DS 11.3
DS 11.4
DS 11.5
DS 11.6
DS 11.7
DS 11.8
DS 11.9
DS 11.10
DS 11.11
DS 11.12
DS 11.13
DS 11.14
DS 11.15
DS 11.16
DS 11.17
DS 11.18
DS 11.19
DS 11.20
DS 11.21
DS 11.22
DS 11.23
DS 11.24
DS 11.25
DS 11.26
DS 11.27
DS 11.28
DS 11.29
DS 11.30
DS12
DS 12.1
DS 12.2
DS 12.3
DS 12.4
DS 12.5
DS 12.6
DS13
DS 13.1
DS 13.2
DS 13.3
DS 13.4
Workload,
Workload,
Workload,
Workload,
output,
output,
output,
output,
resilience
resilience
resilience
resilience
testing
testing
testing
testing
(c) Glenfis AG
management
management
management
management
and
and
and
and
security
security
security
security
security
security
security
scheduling
scheduling
scheduling
scheduling
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DS
DS
DS
DS
DS
13.5
13.6
13.7
13.8
Seite 17 von 18
ITIL Prozesse
Workload,
Workload,
Workload,
Workload,
output,
output,
output,
output,
resilience
resilience
resilience
resilience
testing
testing
testing
testing
(c) Glenfis AG
management
management
management
management
ITIL Book
and
and
and
and
scheduling
scheduling
scheduling
scheduling
ITIL
ITIL
ITIL
ITIL
ICT
ICT
ICT
ICT
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Management
Management
Management
Management
V 2.2
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Glenfis AG
ITIL Process
berwachung
M1
M 1.1
M 1.2
M 1.3
M 1.4
ITIL
ITIL
ITIL
ITIL
M2
M 2.1
M 2.2
M 2.3
M 2.4
Security
Security
Security
Security
Security
M3
M 3.6
M 3.7
M 3.8
M4
M 4.1
M 4.2
M 4.3
M 4.4
M 4.5
M 4.6
M 4.7
M 4.8
M 3.1
M 3.2
M 3.3
M 3.4
M 3.5
Seite 18 von 18
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Service
Service
Service
Service
Level
Level
Level
Level
Management
Management
Management
Management
Management
Management
Management
Management
Management
ITIL Book
ITIL
ITIL
ITIL
ITIL
ITIL
Service
Service
Service
Service
Service
Delivery
Delivery
Delivery
Delivery
Delivery
ITIL
ITIL
ITIL
ITIL
ITIL
Security
Security
Security
Security
Security
Management
Management
Management
Management
Management
Security Management
Security Management
Security Management
Security Management
Security Management
Security Management
Security Management
Security
Security
Security
Security
Security
Security
Security
Security
Security
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
ITIL
Management
Management
Management
Management
Management
Management
Management
Management
Management
Security
Security
Security
Security
Security
Security
Security
Security
Security
Management
Management
Management
Management
Management
Management
Management
Management
Management
V 2.2
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