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Implementation of the

SALGA ICT Capability

Maturity

(Service & Governance

Management)

Assessment and Process

Improvement Model

BY

SALGA

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Contents

• Service and Governance Management Fundamentals

• Municipal ICT Maturity Domain

• Maturity Model Concept

• Governance and ITSM Framework

• Assessment Maturity Dashboard

• ITSM Capability Improvement Model

• Blueprints and Templates

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Standards & Best Practices

Management Level Reference Description

Governance KingIII/IV Corporate Governance

IS038500 IT Governance

CobiT IT Management

Strategy & Planning BSC Balanced Score Card

Prince2/PMBOK Project Management

ISO3100 Risk Management

TOGAF/GWEA Enterprise Architecture

ISO27001 Information Security Standards

ISO20000 IT Service Management

BCM/BS 25999 Business Continuity Management

Operations ISO12207 Software & Systems Lifecycle

ISO27002 Information Security Techniques

ITIL ITSM Practices

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Knowledge Management Roadmap

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Blueprint for Information Management

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Understanding Maturity Steps

Types Level 1 Level 2 Level 3 Level 4 Level 5

Capability Initial Repeatable Defined Managed Optimized

Management Reactive Efficient Proactive Aligned Strategic ICT Services Technology Driven Technology Control Technology Integration Service Provision Strategic Contribution

Management

Maturity StepsCapability

Maturity Steps

ICT Services

Maturity

Steps

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Municipal Maturity Model - Concept

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Governance & ITSM Process Framework

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ITSM Process Maturity Assessment

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Maturity Assessment Dashboard

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ICT Maturity Domain

A. Domain Control (Management and Organisational Structure)

– Strategic Planning

– Leadership Management

– Resources

– Awareness

B. Sustainability (Policy, Standards and Governance Framework)

– Policy, Standards and Governance Framework

– Compliance Monitoring

– Risk Management

– Internal Controls

C. Community (Change Management)

– Communications

– Training

D. Capability (Programme Operations)

– Retrieval and Accessibility

– Integration

– Security and Protection

E. Improvement (Service Transformation)

– Lifecycle Management

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Municipal Artefacts included in the Assessment

Governance Perspective:

1. IDP

2. Performance Plan

3. AG Audit reports and mitigating actions/response for the last 3 years.

4. Municipality Risk Management minutes and action plans

5. Municipal Organogram, personnel contact details and job descriptions

6. ICT governance framework

7. ICT Policy and procedures

Strategy & Planning Perspective:

1. IT Steering committee minutes and action plans

2. ICT Strategy

3. ICT Implementation Plan

4. ICT Performance Plan

5. ICT Disaster Recovery Plan

6. ICT Procurement Plan (historical and future)

7. ICT Service Providers and contracts

8. ICT Existing Technology Map (Server and Network)

9. ICT Asset List

10. Information Systems List and vendors

ICT Operations Perspective

1. Information Systems user workflow and reports

2. Change Management procedures and controls

3. ICT Security procedures and controls

4. IT Operations procedures and controls

5. IT Service desk reports

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Improvement Model Concept

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Improvement Plans & Templates

1. Leadership

1.1 Terms of Reference for ICT Steering Committee

1.2 Agenda Framework for ICT Steering Committee

1.3 Agenda Framework for IT Governance sub-com.

1.4 Minutes of meetings

1.5 ICT Performance Metrics

2. Risk Management

2.1 IT Risk Management Assessment

2.2 IT Risk Management Framework & Plan

2.3 Risk Register Procedure

3. IT Security:

3.1 Application of Network User Account Procedure

3.2 Security Log Management Procedure

3.4 Physical Access Control Procedure

3.5 Key Management Procedure (Not on file)

4. Change Management:

4.1 Service Desk Operating Procedure

4.2 Change Management Procedure

4.3 Patch Management Procedure

4.4 Corrective Action Procedure

5. Disaster Recovery:

5.1 Disaster Recovery

5.2 Backup/Recovery Procedure

5.3 Power Failure Procedure

6. Strategy & Planning

6.1 ICT Strategy

6.2 ICT Project Plan

6.3 ICT Balanced Scorecard

6.4 ICT Organizational Planning

7. Service Management

7.1 Quality Management Framework

7.2 Service Catalog

7.3 Service Level Management Framework

7.4 Service Level Agreements

…. more

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Thank You