ITIL

Service

Management
Implementation and
Operation

Ahmad K.

Shuja

CRC Press
Taylor & Francis Croup
Boca

CRC Press Is an

Raton

New York

imprint of the

Taylor St Francis Group,

AN

London

AUERBACH

an

lnforma business

BOOK

Contents

Foreword

xxvii

Preface

xxix

Author

xxxi

Content and Structure of /77I: Service

and

Management Implementation

Operation

xxxiii

Audience
PART I
1

xxxvii

ITIL v3 AND ORGANIZATIONAL TRANSFORMATION

Introduction

An Overview of BSM

Business Vision and Strategy

Business Processes

Business Services

Technical Services

Technology Components

Service Tree

End-to-End BSM

11

The Nature of Business

Enterprises and BSM

Enterprise: A System of Systems
Business Enterprise: The Only Constant Is Change, and Our Nature Is

12

Business

Resist

Change

Business

13

Enterprise: Lives through

Complete

Evolution, Transformation, and Governance

Aligning Transformational Drivers

Compliant

Be

Responsible and

Be

Competitive

Internal Drivers

Life

Cycle

14
15
17

External Drivers
Be

13
to

18
19

Ethical

19
19
20

Be Profitable

20

Be Innovative

20

Summary

22

References

22

Integrating

IT with Business

23

ITSM, BSM, and Business-IT Integration

Positioning IT Organization and Establishing the Vision
Level 1: Technology

25
29
30

Level 2: Products/Services

30

Level 3: Customers

31

Level 4: Business

31

Level 5: Value Chain

Is Business-IT

31

Integration Right

for Us?

33

Aligning Business and IT Strategies

Business Process and Business-IT Integration

33

Business Processes, Business Services, and Technical/IT Services

36

Enabling

38

35

Business Processes

Business Service

and Business Process

Management
Management
Impacting Service Management Implementation
Measuring Business-IT Integration
Quality and Maturity of Business and Technical Services (IT Services)
Business Process Enablement and Support
Business-IT Integration
Summary
Factors

References
3

Service
BSM
BSM

41
42
42

43
43

43

Management Implementation

at a

39

40

Overview

45

Restaurant

48

Mature IT

The

Organization:
Target
by Less Mature IT Organizations
Siloed Engineering and Development

50

Siloed

Technology Management
Mismanagement of Service Availability
Misalignment with Business Needs

57

Siloed

Request Management

58

Siloed

Reporting and Communication

58

at a

Challenges

State

Faced

55

57
57
57

Siloed Visions and

59

Siloed

59

Leadership
Supplier Management

Who Is

Impacted by This Siloed Approach?

What Can BSM Do

59

Help?

59

Integration
Efficient Management of Services
Appropriate Organizational Alignment

60

to

Business-IT

Greater

Traceability

between IT

60
60

Capabilities

and Business Goals

Greater Transparency

60

Clear Definition of Channel(s) Available

to

Right Level of Governance

Difficulties Associated with

Implementing

60

the Customer

to

Engage IT

60

60
BSM

61

Cultural Shift and

Organizational Change
Technology Management vs. Business Management
Service Management vs. Technology Management

Balancing

between

Resources

61
61

62

Firefighting and Innovation

63

Lack of In-House BSM and ITIL Expertise

63

Multiple Independent Silos and Varying Maturity Levels

Efforts Required to Improve Service Management Processes

64
64

Longer Turnaround Times

ITIL v3

and Common BSM

64

Implementation

Practice

Problems Associated with the Traditional ITIL

64

Implementation Method

Longer Turnaround for Potential Return

Key

Service

on

67

BSM Investments

67

Nontargeted Improvement Investments

Ineffective Risk Management
Management Implementation Components

Service

Improvement

Service

Management

67

67
68

68
Process

Improvement

69

Continual Service Improvement

69

Key Inputs
Key Activities

69

Output

70

70

Summary

70

Reference

70

PART II

ITERATIVE AND INCREMENTAL APPROACH TO

IMPLEMENTING BUSINESS SERVICE MANAGEMENT

4

Iterative and Incremental Service-Oriented Service

Implementation:

Management

Introduction

An

73

Introduction

74

Purpose ofi2-SOSMI
Implementing One "Slice" of BSM Vision at a Time
What Does It Mean to Implement a Slice of BSM?

74

Expected

74
75

Benefits

77

The i2~SOSMI Architecture

77

Disciplines

78

Meaning

of the Term

The 12-SOSMI

"Discipline"

80

Disciplines

80

Project Management

People

and

83

Organization

83

Continual Service

Improvement Institutionalization
Business Service Improvement and End-to-End BSM Implementation
Service Management Process Improvement
BSM Technology Architecture and Integration
BSM Technology Delivery
Key Components of the
Objectives

i2-SOSMI

Disciplines

83
....

84
85
85
86
86
86

Work Breakdown Structure

86

Workflow

87

Roles

87

Artifact

87

Key Concepts

87

87

Phases

88

Iterations

Visualize Iteration

89

Architect Iteration

89

Realize

89

Iteration

High-Level i2-SOSMI Iteration Activities

Align with Vision and Strategy

89
89

Establish Service

Management Foundation
Incident Management, Problem Management,
and Change Management
Service Asset and Configuration Management
Service Catalog Management

Core

Repeatable

91
91

91
93

Activities

Analyze
Design

93

Implement

94

93

94
94

The i2-SOSMI Patterns

The i2-SOSMI Pattern: Business-Value Creation
The i2-SOSMI Pattern:
The I2-SOSMI Pattern:

89

Compliance and Regulation Improvement

Hybrid

97

97

Summary

97

References

97
99

Discipline: Project Management

Purpose
Objectives

100

Work Breakdown Structure

102

Project Management Workflow

102

102

102

Initiate

102

Understand Business and IT Vision

Establish

Business-IT

Integration Strategy

Roadmap

102
102

Purpose
Preconditions

Activity

and

Overview

103

103

Activity Details

104

Postconditions

105

Evaluate Risks and

Scope

105

Purpose
Preconditions

Activity

105

Overview

Activity Details
Postconditions

105
105

105
107

Establish Scope

Develop

107

Purpose

107

Preconditions

107

Activity Overview

107

Activity Details

108

Postconditions

108

BSM

Project

Charter

108

Purpose

108

Preconditions

108

Activity Overview
Activity Details

108

Postcondition

109

109

Plan

109

Plan the BSM Project

110
110

Purpose
Preconditions

110

Activity
Activity Details

110

Overview

110

Postcondition

Ill

Plan for Next Phase

Plan for

112

Purpose

112

Preconditions

112

Activity Overview

112

Activity Details

112

Postcondition

113

Next Iteration

113

Purpose

113

Preconditions

113

Overview

Activity
Activity Details

113

Postconditions

114

114

Execute

114

Manage

the Phase

115

Manage

the Iteration

115

Purpose

115

Preconditions

Activity Overview
Activity Details
Postconditions
and Risks

Manage Scope
Purpose

115

115
116
116

116
116

Preconditions

116

Activity Overview
Activity Details

116

Postconditions

118

Monitor and Control

Monitor and Control

117
118

Project

118

Purpose

118

Preconditions

118

Activity Overview
Activity Details

118

Postconditions

119

Evaluate Iteration Results

119

Purpose

119

Preconditions

119

Activity Overview
Activity Details

119

Postcondition

120

Ensure Alignment with Business and IT Vision

119
120

Purpose

120

Preconditions

120

Activity Overview
Activity Details

120

Postcondition

121

Close

120
121

Close Phase

121

121

Purpose
Preconditions

Activity

Perform

Close

Overview

121
121

Activity Details

122

Postcondition

122

Project Acceptance
Purpose

122

Precondition

123

Activity Overview
Activity Details

123

Postcondition

123

122

123
124

Project
Purpose

124

Precondition

124

Activity Overview

124

Activity

Details

Postcondition

Primary Roles and Responsibilities

Project Manager
Executive

124

124
125
125

Sponsor..
Management Reviewer

125

Risk Owner

125

ITIL

Key

118

Expert

Consultant

Artifacts

125
126
126

Business Vision Document

126

IT Vision Document

126

IT

126

Strategy

Document

BSM Business Case

126

BSM

Project Charter
Project Plan
BSM Strategy and Road Map Presentation
Iteration Assessment Report
BSM

Work Order

127
127
127
129
129

Project Status Report

129

Issue List

129

Summary

129

Reference

129

Discipline: People

and

Organization

131

Introduction

132

Purpose
Objectives

133

Work Breakdown Structure

133

People

135

and

133

Organization

Workflow

Envision the Organization

Define

135

Organizational Principles
Purpose

135
137

Preconditions

137

Activity Overview

137

Postcondition

137

Establish

Organizational

Mission

137

Purpose

139

Preconditions

139

Activity Overview

139

Postcondition
Assess

Existing Organizational Structures

Document AS-IS Organization

Analyze

Design

139
and

Peoples' Competencies

140

Precondition

140

Activity Overview

140

Postcondition

140

AS-IS

Organization
Purpose

140

Precondition

141

Activity Overview

141

Postcondition

141

Organization

Design the TO-BE Organization

Purpose

and

140

Purpose

the Desired

Create

139

141

141
142

142

Preconditions

142

Activity Overview

142

Postcondition

142

TO-BE

Organization Chart and Define and Refine Roles

Responsibilities
Purpose

142

143

Implement

Preconditions

143

Activity Overview

143

Postconditions

143

and Manage the

Plan the

Organizational Transformation

144

Preconditions

144

Activity

144

Overview

144

Postcondition

Implement

145

the

Organizational Change
Continually Review and Align
Review

145

145

Organization Performance
Purpose

145
146

Preconditions

Activity

146

Overview

146

Postcondition

146

Identify Organizational Gaps

and Define

Opportunities

147

Preconditions

147

Activity Overview

147
147

Align Organization
Optimize
Primary Roles and Responsibilities
Human Resources Manager
Human Resources Analyst
Communications Manager
Key Artifacts
Organizational Principles Charter

Performance

to

Organization

148
148
148
148
148
148
148

Chart

148

Organization Assessment Report

149

TO-BE

150

Organization Design
TO-BE Organization Document
Organizational Change Management
Summary

150
Plan

151

151

References
7

147

Purpose

Postconditions

AS-IS

144

Organizational Change
Purpose

Discipline:

151
Continual Service

Improvement Institutionalization

153

Purpose

155

Objectives

156

Work Breakdown Structure

156

Workflow

156

Plan CSI
Assess

Existing Quality

157

and

Improvement

Initiatives

158

Purpose

158

Precondition

158

Activity Overview

159

Postconditions

159

Appoint CSI Manager

Create CSI Vision and

160
160

Strategy

160

Purpose
Preconditions

161

Activity
Activity Details

161

Postconditions

161

Overview

161

Create CSI Plan

161

Purpose

162

Preconditions

Activity

162
162

Overview

Activity Details

162

Postcondition

162

Establish CSI

162

Develop

CSI Process

162

Purpose

163

Preconditions

163

Overview

163

Activity
Design and Develop CSI Organization
Purpose

163

163

Preconditions

163

Activity Overview
Activity Details

164

Postcondition

164

Establish Process

164

Management and Performance

Monitoring Capabilities

Purpose

166

Preconditions

166

Activity Overview
Activity Details

166
166

Postcondition

167

Establish Appropriate Channels for

Continually Assess and

Improve

Soliciting

New Ideas

CSI Performance

CSI

Operate
Identify and Analyze Business Needs
Measure and Assess Service and Service Management Process Performance

167
167

167
168
169

Purpose

169

Preconditions

169

Activity Overview

169

Postcondition

170

Identify Opportunities and Plan Continual Improvements

Service Management Process Improvement
Institutionalize CSI
Assess

165

Existing Organizational
Purpose

170
170

170
Culture

171
171

Preconditions

171

Activity Overview
Activity Details

172
172

Postcondition

173

Plan Incremental Behavior Transformations

173

Manage Cultural Change

173

Enable CSI

to

Drive the Momentum and Maintain the

Organizational

Right

Focus

174

Primary Roles and Responsibilities

CSI Manager
CSI Process Analyst
CSI Process

174
174
174

174

Manager

Requestor

174

Key Stakeholder

175

Key Artifacts

175

Quality Initiatives List

Quality Assessment Report

175

CSI Vision Document

176

CSI

176

Strategy

and

176

Approach

CSI Plan

176

CSI Process

176

CSI

176

Organization Design

Business Process

Management Requirements Document

CSI Organizational Integration and Communications
Stakeholder Request
Business Requirements Document
Survey and Interview Findings
Service Management Process Performance Data
Service Management Process Performance Report
Service Performance Data
Service Performance

Service and Service

Organizational

177
177
178

178
178

178

Report

Management

176
177

178

Process

Cultural Assessment

Improvement Opportunities
Report

178
178

Summary

178

Reference

179

Discipline: Business Service Improvement and End-to-End Business Service

Management Implementation

181

Introduction

182

Purpose

188

Objectives

188

Work Breakdown Structure

189

Workflow

189

Plan Business Service

Improvement and End-to-End BSM Implementation

189

Identify and Analyze Business Needs

189

Prioritize Services

190

Purpose

190

Preconditions

Activity

Overview

Postcondition

190

190
190

Measure and Assess Service and Service

Establish and Agree

on

Management Process Performance

Desired Target Performance

192
192

Purpose

193

Precondition

193

Activity Overview

193

Postcondition

193

Identify Opportunities and Plan Continual Improvements

Improve and Align Service Strategy Components
Assess Service Demand and IT Impact
Purpose
Preconditions

Activity

193

195
196
196

Overview

196

Postconditions
Define and Refine Service Vision and

193

196

Strategy

Improve Service Design Components

Complete and Refine Service Catalog Record
Define and Refine Service Level Requirements
Build and Refine Service Design Package
Purpose

196
197
197
197
197
198

Precondition

198

Activity Overview

198

Activity Details

198

Postcondition

201

Improve Capacity and Availability Management

Improve Service Transition Components
Optimize Service Asset and Configuration Management
Purpose
Preconditions

Activity

Overview

Postcondition
Build Appropriate

Change Models and Standard Changes

Improve Service Operations Components
Build End-to-End Request Fulfillment

201

201
202
202

202
202
203
203
204
204

Purpose

205

Preconditions

205

Activity Overview

206

Activity

Details

Postcondition

Optimize Event Management

Optimize Incident Management
Optimize Access Management
Primary Roles and Responsibilities
Service Manager

206
207
207
207
207
207
207

Service Owner

208

Enterprise Architect

208

Key Artifacts
Service

208

Catalog

208

Service Level

209

Service

209

Requirement
Priority Document
Service Improvement Plan
Service Level Agreement

209
209

Service Demand Trends and IT

211

Service

211

Capacity Report
Design Package
Business Requirements Document
Organization Assessment Report

212

Service Statistics

212

211

Key Concepts

212

Service Level

Agreements, Operational

Level

Agreements,

and

Underpinning

Contracts

Service

212

Catalog, Request Fulfillment,

and Service Level

IT Request Classification

Management

213
213

Summary

216

Reference

216

Discipline:

Service

Management Process Improvement

217

Introduction

218

Purpose

219

Objectives

219

Work Breakdown Structure

219

Plan Service

222

Management Process Improvement

Create PIP

222

Purpose

222

Preconditions

Activity

223

Overview

223

Postcondition

Identify and Appoint

223

Process Owner

Establish Process Vision and Strategy

Define Process Vision and

Strategy

Purpose
Overview

Postcondition
Establish Process

223
223

224

Precondition

Activity

223

Policy

224
224
224
224

Purpose

225

Preconditions

225

Activity Overview

225

Postcondition

225

Establish Measurable Targets

225

Preconditions

225

Activity

226

Overview

Postcondition
Assess AS-IS Process Performance

226
226

Document AS-IS Process

226

Analyze AS-IS Process

226

Precondition

Activity

227

Overview

227

Postcondition

227

Identify Gaps and Opportunities

Assess Gaps
Identify Improvement Opportunities
Design TO-BE Process and Document-Related Requirements

Design

Explore

TO-BE Process

227

227
227
228

Purpose

228

Preconditions

228

Activity Overview

228

Activity Details

228

Postcondition

228

Process Automation

229

Opportunities
Requirements

Document Process Automation

229

Purpose
Precondition

229

Activity Overview

230

Activity

230

Details

230

Achieve

Quick Wins or Quick Fixes

Assess Interprocess Dependencies
Identify Opportunities for Quick Wins across Other
Ensure Alignment with Strategic Improvements
Document Quick Win Requirements
Primary Roles and Responsibilities
Key Artifacts

230
232
Processes

232
232

232
232

233

Process Vision

233

Process

233

Process

Strategy
Policy

Measurable
Process

233

Targets

233

Improvement Plan

Process Performance Assessment Report

10

227

234

234

Key Concepts

234

Process

Maturity
Service Management Process Development Boot Camp
Prerequisites
Steps
Summary

234

Reference

237

Discipline: Business
and Integration

Service

234

236
236
237

Management Technology Architecture

239

Introduction

240

Purpose
Objectives

240

Work Breakdown Structure

241

Workflow

240
241

Define BSM Technology

Strategy and Architecture

Technology Strategy
Purpose

243

Define BSM

243

Preconditions

243

243

Activity Overview

243

Define the BSM Solution Architecture

Assess the AS-IS BSM Technology
Understand

Roadmap

Landscape

244

Architecture (If Applicable)

Enterprise
Identify Integration Requirements
Purpose

245

Preconditions

245

Activity Overview

245

Postcondition

245
245

Analyze TO-BE

Process and Desired

Review Business

Requirements

BSM Tools and Assess

245

Capabilities

246

Document

Analyze Automation Requirements

and Assess Use-Cases

Alignment

Identify and Assess Existing Components for

246
246

Develop TO-BE BSM Solution Architecture and Related Standards

Develop BSM Application and Integration Architecture
Develop BSM Data and Information Architecture
BSM Infrastructure Architecture

246

247
247
249

Build BSM Solution Architecture PoC

249

Refine BSM Solution Architecture

249

Primary Roles and Responsibilities

BSM Technology Architect
BSM

Technology

250
250

Vendor

250

Key Artifacts
BSM Technology Strategy
BSM Solution Architecture

250
253

Roadmap

BSM Architecture Assessment

BSM Solution Architecture

Report

Options

BSM Solution Architecture Document

Review Record

11

246
246

Reuse

Identify and Assess BSM Tools

Develop

244
244

Define Architecture and Integration Requirements

Identify

243

253
253

255
255

256

Summary

256

Reference

256

Discipline:

Business Service

Management Technology Delivery

257

Introduction

258

Purpose

258

Work Breakdown Structure

259

BSM

Technology Delivery Workflow

Develop Detailed Design of BSM Solution
Develop BSM Solution Design Document

259
259
260

Implement BSM Solution

Develop

261

BSM Solution

Integtate

BSM Solution

Components
Components

261

Implement

BSM Solution

261

Implement

Quick Wins

261

Test BSM Solution

261

Develop Test Plan

262

Test BSM Solution

262

Test

262

Deploy

Quick Wins

BSM

Solution

262

Plan

Develop Deployment
Develop Support Material
Deploy BSM Solution

262

Deploy

263

New Releases

Primary Roles and Responsibilities

BSM Solution Delivery Manager
BSM Solution Designer
BSM Solution Implementer
BSM Solution Tester

262

262
263
263
263
263
263

Key Artifacts

263

BSM Solution

Design

Document

263
264

BSM Solution

12

261

Summary

264

Reference

264

Iterative and Incremental Service-Oriented Service Management

Implementation

Life

Cycle:

Phases and Iterations

Introduction
The i2-SOSMI Life

Life

265

265

Cycle

268

Objectives
Rapid Service Improvement Framework

270

Foundation

273

Purpose
Objectives
Design

273

Purpose
Objectives

285

Cycle

Phases and

270

273
285

285
294

Align
Purpose

294

Objectives

294

Integrate
Purpose
Objectives
Overview of a Typical Iteration
Align with Vision and Strategy

299

299
299

303
303

Establish BSM Foundation

303

The Pattern

303

304

Visualize Iteration

Analyze

and Envision IT

Organization
Catalog Management Process Improvement

Envision and Create Service

Design, and Establish CSI

Define the BSM Technology Strategy and Develop

304
Plan

307
307

Envision,

BSM Architecture

Roadmap

308

Plan the BSM

308

Plan Continual

308

Project
Improvements and Cultural Change
Prioritize and Plan Business Service Improvements
Prioritize and Plan Service Management Process Improvements
Analyze Business Service and Service Management Process Automation
Requirements
Identify, Analyze, Architect, and Realize Quick Wins
Architect Iteration

Project, Phase, and Iteration

Manage
Design the TO-BE Organization and

Architect TO-BE Service Management

314

Organizational

Change ....318

Capabilities

Processes

319
320

Design and Build Key BSM Solution Components

Prototype the BSM Solution
Develop CSI Process and Organization

320

Architect and

320
324

Realize Iteration

324

Iteration, Evaluate, and Close BSM

Achieve Planned

Project

or

Phase

as

Needed

Organizational Alignments
Improvements
Improvements and Realize End-to-End
and

Achieve Business Service

325
327

BSM

Deploy BSM Solution

Establish CSI Technologies and

Capabilities

Conclusion

PART 111

309

318

Plan the Needed

Architect Business Service Improvements and End-to-End BSM

Build and

309

314

the BSM

Manage

309

327
328
328
328

PLANNING AND IMPLEMENTING BUSINESS SERVICE

MANAGEMENT

13

Business Service Management

Roadmap

Introduction
Critical

331
331

Aspects of BSM Implementation

Vision and

Strategy

333

333

Governance

333

People

334

Processes

334

Tools

334

Organization
Business-IT

Integration Management
Horizontally Integrated Service Support Management
IT Management
Enterprise Architecture Management
BSM Implementation Road Map
Establishing the BSM Vision

334
335
335
337

337
338

338

Factors

to

Consider When

Organizational

Building a BSM Roadmap

Culture

338

Creating, Measuring, and Communicating

Foundation Maturity

Success

339
339

Prioritizing Processes and Services

High-Level BSM Roadmap

339

Key BSM Implementation Work Streams

Project Management
People and Organization
Continual Service Improvement Institutionalization
Business Service Improvement
Service Management Process Improvement
BSM Technology Architecture and Integration

339

BSM

339

Technology Delivery

339

341

341
341

342
342

342

Critical Success Factors

14

338

342

Summary

344

References

344

Business Service

Management Implementation Planning

Introduction

346

Organizational Complexity

346

Organizational Maturity

346

Process

346

Maturity

Organizational Culture

347

Regulatory, Compliance,
Organization
Factors

to

and

Policy Requirements

Size

Consider When

Building

Detail Plan

Senior

348

Management

348

Needed for Survival

Don't Want

to

Fight

349
Fires

349

Anymore

Business and IT Drivers

Organizational

350

Culture

350

Attitudes (Service-Focused

Peoples'

Thinking and Customer-Oriented

Approach)

350

Surviving vs. Thriving

Ad hoc vs. Planned and Reactive
Middle

350
vs.

Proactive

Management Challenge

Cultutal Transformation Cannot Be

Size and

Building

the BSM

Roadmap

351

351
a

"Big Bang"

Complexity
Service Management Process Maturity
Service Management Technological Enablement
on

347
347
348

Who Is Asking for It?

BSM

345

351
351
352

352
352

Patterns

352

Business Value Creation

354

Implementation

Purpose

354

Description

354

Service

Compliance
BSM

Hybrid
Project Work

Common

Management

and

Process

Improvements

356

Regulation

359
Streams

Challenges

or

361
361

Opportunities

People

362

Senior

362

Management
Organization

Technology

362

and Tools

362

Critical Success Factors

362
362

People, People, People

Communication

362

Communicating Value

to

the Business

364

Communication Value

to

the IT

364

Organizational Change Management

Process Change Management
Process Automation and Tool Development

Understanding

the

"Big

Picture": BSM Architecture

Business Architecture and Service

Strategy

Enterprise Governance
Service Architecture and

Service

Understanding

364

365
365

365
365
367

Design

Service Transition

367
367

Operation

367

and

367

Planning for CSI

Implementation Project Plan Template

BSM Project Charter and Plan
Summary

368

References

369

Implementing Business Service Management

371

Iterative and Incremental BSM

371

BSM

15

354

Measuring

Implementation
Communicating Improvements

and

369
369

371

Customer Satisfaction

372

Business Performance

372

Service Performance

372

and

Performance

People
Organization
Service Management Process Performance

372

Technology Performance

373

Service

CatalogThe

Service

373
374

the Service

Catalog

376

Preparing for the Definition of the Service Catalog

376

Defining

Services

377

Requests

378

Fulfilling
Summary

Implementation

Principles

Defining

Common

Foundation for BSM

373

Service

Challenges

and Risks

379
380

PART IV
16

OPERATING BUSINESS SERVICE MANAGEMENT

Operating

Business Service

Business and IT:

Service

Integration

Strategy

and

Service Support and

Management

and Traceability

383

Planning

383

Delivery Management

385

Service Technology and Automation

385

Measures of Operational Performance

385

Key Aspects of Effective Operations

Service Strategy
Service Design

387
387
387

Service Transition

Testing

389

and Validation

389

Controlling Changes
Service

389

Operation
Configuration Item Ownership
Service Request Management or Request Fulfillment
Service Performance Monitoring and Management

Other Common Aspects

Not Everything Is

390

390
391
394
395

Important

Measure and Communicate

Vision

Process

Realizing
through
Ownership
Manage Processes
Formal Problem Management Is Important
Leadership and Management Are the Foundation
Shape the Right Behavior
IT Outsourcing and BSM
Complete IT Outsourcing
Service Desk Outsourcing Option
IT Operational Management Outsourcing Option
Summary
Reference
17

383

395
395
395

400
400
400
400
401
401

401
405

405
405

IT Service

Management, Enterprise Architecture, and Service-Oriented

ArchitectureEffective Enablement of Business Service Management

407

Introduction

408

The Business-IT Gap Problem

408

Business-IT

Integration Solution
Business Service Management

410

Enterprise Architecture

410

Service-Oriented Architecture

Unifying EA, ITIL v3, and BSM

Extended Service Life Cycle

410

417
421
421

The ESL Model

422

Business Process Innovation and

423

Emerging Technologies
Adoption, Diffusion, and Habitation of New Innovations

423

EAA

Component

of ESL

EA Interfaces with All

426

Components

of the Service Life

Cycle

Role of EA to Ensure Habitation

428

ESL Workflow

429

EA and ITIL v3-Driven

Conceptual Organizational

Architecture

429

Business Architecture and ITIL v3 Service

Enterprise
Strategy
Enterprise Service, Application, Integration and Infrastructure Architectures,
and ITIL v3

Bringing

429

431

EA and BSM

TogetherUnified

Business Architecture and Service

Enterprise

428

BSM

436

436
436

Strategy

Governance

Service Architecture and

436

Design

Summary

437

References

437

Appendix

Appendix

Sample

Catalog

439

Organization Name Business Service Management Project

Charter

Appendix

IT Service

Template

465

Organization Name Business Service Management

Implementation Project Communication Strategy and
Plan

Template

491

Index

503

ADDITIONAL ITSM IMPLEMENTATION & SUPPORT MATERIAL

Additional support material related to implementing business service and IT service management
can be acquired from www.xceedure.com. This material includes a sample IT service catalog,
pre
sentation
ment

templates,

tools.

other

process-specific implementation books

as

well

as

planning and

assess