Last month we discussed an important role in IT Service Management, the ITSM Manager. Specifically, we looked at the Activities and Roles and Responsibilities for this role.
In this month's second part of the Terms of Reference for an ITSM Manager we will discuss the Coordination, Project Management, and Delivery focus areas (Interfacing Methodology) of ITSM efforts.
ITSM Manager Terms of Reference Definition
These Terms of Reference define the Activities, Roles and Responsibilities, and Interfacing Methodology for the IT Service Management Manager within an organization.
ITSM Manager Interfacing Methodology
The ITSM Manager will interface in these best practice areas that include but are not limited to the following areas.
Requirements Definition Processes for the following:
• Business Strategy - the organization's business strategy, how the current business requirements are linked to technology infrastructure, what are the processes that do so, how do the services satisfy business requirements.
• Service Planning - what are the service requirements needed, how does IT provide services internally and externally for the organization, what are the processes for doing so, what is the Customer Relationship Management process.
• 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 strategic business model.
Service Delivery Processes as defined by the following:
• 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.
Service Support Processes as defined by the following:
• 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.
Within these ITSM Perspectives as defined by the following:
• People - quantity and quality of resource expertise and knowledge.
• Process - IT and organization specific practices, procedures, guidelines, etc. and their level of complexity and sophistication.
• Technology - the logical and physical aspects of the IT infrastructure technology consisting of hardware, software, communication networks, applications, data base, etc.
• Organization - internal and external business factors that affect IT, how IT interfaces with the organization, what is the organization's "corporate culture", what are the organization's direction and how does that affect IT.
• Integration - how is IT integrated within the business model, what services does IT provide, how are the services provided, and how are best practices employed within IT.
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Following this ITSM Structure:
Coordination, Project Management, and Delivery of ITSM services for the Requirements Definition, Service Support, and Service Delivery areas listed above include the following 4 steps:
1) Determine the current, existing IT infrastructure, processes, and services.
2) Develop some desired future state of the IT infrastructure and the services that it needs to provide.
3) Architect a roadmap that depicts how to get to the desired state from the current state.
4) Determine the steps needed to execute the roadmap.
Within this 5 Phased ITSM Implementation Framework:
1) Assessment - determine the current state and begin to collect and understand the metrics for the future desired state.
2) Architect and Design - develop a mature design for the future desired state.
3) Planning - develop those plans necessary to achieve the future desired state in a phased evolutionary fashion.
4) Implementation - implement and deploy the plans within IT and across the enterprise to achieve the future desired state.
5) Support - manage, maintain, and improve the future desired state being able to adaptively integrate enhancements as needed or required.
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Downloads
White Papers:
» SLA Description and Templates
» Consolidation Questionnaires
» Service Continuity Methods
» Project Management Practices
» Developing a Communication Plan
» Data Management Process
» Proactive Business Model
» Realization of Benefits
» SAGA Business Strategy
Service Briefs:
» ITSM Maturity Assessment
» Incident and Problem Management
» Service Continuity
» Config and Change Management
» Service Level Management
» Capacity Management
» Availability Management
» Release Management
- Click Here -
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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. This includes more in-depth information on the topics presented in this newsletter.
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
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*~*~ Our Best Wishes for a Healthy and Happy Holiday Season ~*~*
Volume 9 - November, 2002 Part II
This newsletter and the information contained herein is maintained by Rick Leopoldi and property of RL Information Consulting LLC.
