ITSM
is Service Provisioning
IT Service Management is a strategy for
managing the IT infrastructure through a customer focused, service driven
methodology, enabled and supported by best practice based IT disciplines. A primary
focus of ITSM is to enable IT to be a more effective service provider across
the enterprise.
The Business Focus of ITSM
Although
managing technology itself is critical, it is not necessarily the primary focus
within an ITSM framework. ITSM addresses the need to align the delivery of IT
services closely with the needs of the business. This transformation of the
traditional Business - IT paradigm
can be characterized as follows:
|
Traditional I/T |
becomes |
ITSM Process |
|
Technology focus |
è |
Process focus |
|
"Fire-Fighting" |
è |
Preventive |
|
Reactive |
è |
Proactive |
|
Users |
è |
Customers |
|
Centralized, done in-house |
è |
Distributed, sourced |
|
Isolated, silos |
è |
Integrated, enterprise-wide |
|
"One-off", ad-hoc |
è |
Repeatable, accountable |
|
Informal processes |
è |
Formal best practices |
|
IT internal perspective |
è |
Business, organization perspective |
|
Operational specific |
è |
Service orientation |
Policy Based Service Management Methods
Requirements Definition Processes
Business Strategy
- the organizations business
strategy, how are the current
business requirements are linked to
technology infrastructure, what are
the processes that do so
Service Planning
- how does IT provide services
internally and externally for the
organization, what are the processes
for doing so, what is the Customer
Relationship Management processes
Organizational Planning
- how does the organization adapt to
internal and external business
factors that impact the IT
infrastructure, what is the impact
of corporate culture on IT, how is
IT integrated within the
organization
Technology Planning
- how does IT plan its technology
infrastructure internally and
externally around the organizations
business requirements and model
Service Support Processes
Incident Management
- the day-to-day process
that restores normal acceptable
service with a minimal impact on
business
Change Management
- standard methods and
procedures for effective managing of
all changes
Problem Management
- the diagnosis of the
root causes of incidents in an
effort to proactively eliminate and
manage them
Release Management
- testing, verification,
and release of changes to the IT
environment
Configuration Management
- physical and logical
perspective of the IT infrastructure
and the IT services being provided
Performance Management
- the day-to-day monitoring and
reporting of resource performance
and utilization
Service Continuity
- managing an
organization's capability to provide
the necessary level of service
following an interruption of service
Service Desk (Function)
- a function not a
process, this provides a central
point of contact between users and
IT
Service Delivery Processes
Service Level Management
- maintain and improve
the level of service to the
organization
Availability Management
- optimize IT
infrastructure capabilities,
services, and support to minimize
service outages and provide
sustained levels of service to meet
business requirements
Capacity Management
- enables an organization to
tactically manage resources and
strategically plan for future
resource requirements
Financial Management
- managing the costs
associated with providing the
organization with the resources
needed to meet requirements
The Flow of Policy Based Service Management
Once the Requirements Definition is
accomplished and Support Services is
presented with delivering, managing, and
supporting the IT services, best
practices are employed to develop the
necessary IT Services Support and
Service Delivery processes. Together
this provides an enterprise wide ITSM
solution based on best practices
tailored to the organization's specific
and unique business and IT
infrastructure requirements.
Additional Information
Visit www.itsm.info
to learn about ITSM, IT Infrastructure
Library (ITIL), and SolutionMethod™ (a
Policy Based ITSM Approach). In
addition, you can download free and
informative white papers,
questionnaires, and service briefs.
To learn how RL Consulting
can assist in achieving IT Service Management goals and our full range of solutions:
Contact us at RL_Consulting@itsm.info or phone us at 602-996-6830
* In the upcoming months this newsletter will contain important information concerning the various aspects of IT Service Management. If you no longer wish to receive this newsletter simply reply to this message with "REMOVE" in the subject line.
March, 2002