Key Principles, Models and

Concepts

Service Provider
An organization

supplying services to
one or more internal
customers or external
customers

RACI Model
A RACI model can be used to help define roles and

responsibilities
It identifies the activities that must be performed

alongside the various individuals and roles involved

RACI is an acronym for the four main roles of:

Responsible The person or people responsible for

getting the job done
Accountable Only one person can be accountable for
each task
Consulted The people who are consulted and whose
opinions are sought
Informed The people who are kept up-to-date on
progress

Example RACI Model

Director
Service Level Problem
Service
Manager
Manager
Management

Security
Manager

Procurement
Manager

Activity 1 AR

Activity 2 A

Activity 3 I

Activity 4 I

Activity 5 I

Note: there is always one, and only one, person accountable for every activity

Process Owner
Responsible for:
Assisting with Process

Design
Documenting the

process
Making sure the process

is being performed as
documented
Making sure the process

meets its aims

Monitoring and

improving the process

over time

Service Owner
The Service Owner is

accountable for a
particular service
Initiation and transition
(after the service has
been chartered)
Ongoing maintenance and
support
Monitoring and reporting
Identifying improvement
opportunities

Summary of key roles

IT/Service

Business/Customer/ User

Strategy

Product Manager*

Business Relationship Manager

Lifecycle

Service Owner

Service Level Manager

Operational

Service Desk

Service Desk

* This role is also known as Service Manager

Suppliers and Contracts

Supplier

A third party responsible for

supplying goods or services
These are required by the
service provider to enable
them to deliver services
Contract

A legally binding agreement

between two or more
parties to supply goods or
services

Service Portfolio
Service Knowledge Management System

Service Portfolio
Service
Lifecycle
Service
Status:
Requirements
Defined
Analysed

Service
Pipeline

Approved
Chartered
Designed
Developed
Built

Service
Catalogue

Test
Released
Operational
Retired

Services move from

the Pipeline to the
Customer/suppor Catalog at any time
t team viewable between the
(the Service
Chartered and
Catalogue, with Released phases,
selected fields
depending on when
viewable)
the service provider
wants the customer
to see them

Retired
Services
Crown Copyright 2007. Reproduced under licence from OGC.

Service Catalog
Part of the Service Portfolio
Services available for

deployment or use
Information to be shared

with customers
Business Service Catalog

Services of interest to
customers
Technical Service Catalog

Underpinning services of
interest to IT

Risk Management and Analysis

Define a
framework

Embed and
review

Identify the risks

Gain assurances
about
effectiveness

Identify probable
risk owners

Implement
responses

Evaluate the risks

Set acceptable levels of

risk
Identify suitable
responses to risks

Risk management

(control)

Risk analysis

(identification)

Plan, Do, Check, Act Model (Deming

Cycle)
Business
requirements

Manage Services

Management Responsibility

Customer
requirements

Request for new

or
changed
services
Other process,
business,
supplier, customer

Business results

Customer
satisfaction

PLAN

Plan service
management
&
services

ACT

New or changed
service
DO

Implement & run

service
management
& service

Make
modifications

Other process,
Business,
Supplier,
customer

CHECK

Other teams,
e.g. Security

Monitor,
measure
&
review

Team & people

satisfaction

Governance

Ensures the provision of a corporate strategy and

business plan. Establishes the corporate policies and
enables the strategic direction, objectives, critical
Governance demands corporate fairness
mandates transaction transparencysuccess targets and key results areas.

holds executives accountable

Corporate
Governance
Corporate Compliance
Establishes IT policy, standards and principles
and assures alignment of IT strategy to
corporate business strategy.

Assures adherence to legal, industrial and

regulatory requirements.

IT Governance
IT Compliance

Assures the design and operability of

IT policies, processes and key controls.

IT Service
Management

Establishes, enables and executes the IT strategy.

Establishes and operational model to assure high-quality, compliant IT service provisions.
Ensures effective key result areas.

Service Portfolio
What are the three elements of a service portfolio?
a. Service portfolio, business service catalog,

technical service catalog

b. Service Knowledge Management System, service

portfolio, service lifecycle

c. Service pipeline, service catalog, retired services
d. Chartered, operational, retired

Risk Management
Which of the following statements is INCORRECT
regarding risk analysis and risk management?
a. Risk analysis gathers information about exposure

to threats
b. Risk management ensures controls are in place to

deal with threats

c. Risk analysis may identify SLAs considered

unacceptable
d. Risk Management is responsible for security,

availability and IT service continuity within an

organization