itil : service management implementation and operation
TRANSCRIPT
ITILService ManagementImplementation and
Operation
Ahmad K. Shuja
CRC PressTaylor &Francis CroupBoca Raton London New York
CRC Press Is an imprint of the
Taylor St Francis Group, an lnforma business
AN AUERBACH BOOK
Contents
Foreword xxvii
Preface xxix
Author xxxi
Content and Structure of /77I: Service Management Implementationand Operation xxxiii
Audience xxxvii
PART I ITIL v3 AND ORGANIZATIONAL TRANSFORMATION
1 Introduction 3
An Overview of BSM 4
Business Vision and Strategy 7
Business Processes 8
Business Services 8
Technical Services 8
Technology Components 9
Service Tree 9
End-to-End BSM 11
The Nature ofBusiness Enterprises and BSM 12
Business Enterprise: A System of Systems 13
Business Enterprise: The Only Constant Is Change, and Our Nature Is to
Resist Change 13
Business Enterprise: Lives through a Complete Life Cycle 14
Evolution, Transformation, and Governance 15
Aligning Transformational Drivers 17
External Drivers 18
Be Compliant 19
Be Responsible and Ethical 19
Be Competitive 19
Internal Drivers 20
Be Profitable 20
Be Innovative 20
Summary 22
References 22
2 Integrating IT with Business 23
ITSM, BSM, and Business-IT Integration 25
Positioning IT Organization and Establishing the Vision 29
Level 1: Technology 30
Level 2: Products/Services 30
Level 3: Customers 31
Level 4: Business 31
Level 5: Value Chain 31
Is Business-IT Integration Right for Us? 33
Aligning Business and IT Strategies 33
Business Process and Business-IT Integration 35
Business Processes, Business Services, and Technical/IT Services 36
Enabling Business Processes 38
Business Service Management and Business Process Management 39
Factors Impacting Service Management Implementation 40
Measuring Business-IT Integration 41
Quality and Maturity of Business and Technical Services (IT Services) 42
Business Process Enablement and Support 42
Business-IT Integration 43
Summary 43
References 43
3 Service Management Implementation Overview 45
BSM at a Restaurant 48
BSM at a Mature IT Organization: The Target State 50
Challenges Faced by Less Mature IT Organizations 55
Siloed Engineering and Development 57
Siloed Technology Management 57
Mismanagement of Service Availability 57
Misalignment with Business Needs 57
Siloed Request Management 58
Siloed Reporting and Communication 58
Siloed Visions and Leadership 59
Siloed Supplier Management 59
Who Is Impacted by This Siloed Approach? 59
What Can BSM Do to Help? 59
Business-IT Integration 60
Efficient Management of Services 60
Appropriate Organizational Alignment 60
Greater Traceability between IT Capabilities and Business Goals 60
Greater Transparency 60
Clear Definition ofChannel(s) Available to the Customer to Engage IT 60
Right Level of Governance 60
Difficulties Associated with Implementing BSM 61
Cultural Shift and Organizational Change 61
Technology Management vs. Business Management 61
Service Management vs. Technology Management 62
Balancing Resources between Firefighting and Innovation 63
Lack of In-House BSM and ITIL Expertise 63
Multiple Independent Silos and Varying Maturity Levels 64
Efforts Required to Improve Service Management Processes 64
Longer Turnaround Times 64ITIL v3 and Common BSM Implementation Practice 64
Problems Associated with the Traditional ITIL Implementation Method 67
Longer Turnaround for Potential Return on BSM Investments 67
Nontargeted Improvement Investments 67
Ineffective Risk Management 67
Key Service Management Implementation Components 68
Service Improvement 68
Service Management Process Improvement 69
Continual Service Improvement 69
Key Inputs 69
Key Activities 70
Output 70
Summary 70
Reference 70
PART II ITERATIVE AND INCREMENTAL APPROACH TO
IMPLEMENTING BUSINESS SERVICE MANAGEMENT
4 Iterative and Incremental Service-Oriented Service ManagementImplementation: An Introduction 73
Introduction 74
Purpose ofi2-SOSMI 74
Implementing One "Slice" ofBSM Vision at aTime 74
What Does It Mean to Implement a Slice ofBSM? 75
Expected Benefits 77
The i2~SOSMI Architecture 77
Disciplines 78
Meaning ofthe Term "Discipline" 80
The 12-SOSMI Disciplines 80
Project Management • 83
People and Organization 83
Continual Service Improvement Institutionalization 83
Business Service Improvement and End-to-End BSM Implementation ....84
Service Management Process Improvement 85
BSM Technology Architecture and Integration 85
BSM Technology Delivery 86
Key Components of the i2-SOSMI Disciplines 86
Objectives 86
Work Breakdown Structure 86
Workflow 87
Roles 87
Artifact 87
Key Concepts 87
Phases 87
Iterations 88
Visualize Iteration 89
Architect Iteration 89
Realize Iteration 89
High-Level i2-SOSMI Iteration Activities 89
Align with Vision and Strategy 89
Establish Service Management Foundation 89
Incident Management, Problem Management,and Change Management 91
Service Asset and Configuration Management 91
Service Catalog Management 91
Core Repeatable Activities 93
Analyze 93
Design 93
Implement 94
The i2-SOSMI Patterns 94
The i2-SOSMI Pattern: Business-Value Creation 94
The i2-SOSMI Pattern: Compliance and Regulation Improvement 97
The I2-SOSMI Pattern: Hybrid 97
Summary 97
References 97
5 Discipline: Project Management 99
Purpose 100
Objectives 102
Work Breakdown Structure 102
Project Management Workflow 102
Initiate 102
Understand Business and IT Vision 102
Establish a Business-IT Integration Strategy and Roadmap 102
Purpose 102
Preconditions 103
Activity Overview 103
Activity Details 104
Postconditions 105
Evaluate Risks and Scope 105
Purpose 105
Preconditions 105
Activity Overview 105
Activity Details 105
Postconditions 107
Establish Scope 107
Purpose 107
Preconditions 107
Activity Overview 107
Activity Details 108
Postconditions 108
Develop BSM Project Charter 108
Purpose 108
Preconditions 108
Activity Overview 108
Activity Details 109
Postcondition 109
Plan 109
Plan the BSM Project 110
Purpose 110
Preconditions 110
Activity Overview 110
Activity Details 110
Postcondition Ill
Plan for Next Phase 112
Purpose 112
Preconditions 112
Activity Overview 112
Activity Details 112
Postcondition 113
Plan for Next Iteration 113
Purpose 113
Preconditions 113
Activity Overview 113
Activity Details 114
Postconditions 114
Execute 114
Manage the Phase 115
Manage the Iteration 115
Purpose 115
Preconditions 115
Activity Overview •••• 115
Activity Details 116
Postconditions 116
Manage Scope and Risks 116
Purpose 116
Preconditions 116
Activity Overview 116
Activity Details 117
Postconditions 118
Monitor and Control 118
Monitor and Control Project 118
Purpose 118
Preconditions 118
Activity Overview 118
Activity Details 118
Postconditions 119
Evaluate Iteration Results 119
Purpose 119
Preconditions 119
Activity Overview 119
Activity Details 119
Postcondition 120
Ensure Alignment with Business and IT Vision 120
Purpose 120
Preconditions 120
Activity Overview 120
Activity Details 120
Postcondition 121
Close 121
Close Phase 121
Purpose 121
Preconditions 121
Activity Overview 121
Activity Details 122
Postcondition 122
Perform Project Acceptance 122
Purpose 122
Precondition 123
Activity Overview 123
Activity Details 123
Postcondition 123
Close Project 124
Purpose 124
Precondition 124
Activity Overview 124
Activity Details 124
Postcondition 124
Primary Roles and Responsibilities 125
Project Manager 125
Executive Sponsor.. 125
Management Reviewer 125
Risk Owner 125
ITIL Expert Consultant 126
Key Artifacts 126
Business Vision Document 126
IT Vision Document 126
IT Strategy Document 126BSM Business Case 126
BSM Project Charter 127
BSM Project Plan 127BSM Strategy and Road Map Presentation 127Iteration Assessment Report 129Work Order 129
Project Status Report 129
Issue List 129
Summary 129Reference 129
6 Discipline: People and Organization 131
Introduction 132
Purpose 133
Objectives 133Work Breakdown Structure 133
People and Organization Workflow 135Envision the Organization 135
Define Organizational Principles 135
Purpose 137
Preconditions 137
Activity Overview 137
Postcondition 137Establish Organizational Mission 137
Purpose 139
Preconditions 139
Activity Overview 139
Postcondition 139Assess Existing Organizational Structures and Peoples' Competencies 139
Document AS-IS Organization 140
Purpose 140
Precondition 140
Activity Overview 140
Postcondition 140
Analyze AS-IS Organization 140
Purpose 141
Precondition 141
Activity Overview 141
Postcondition 141
Design the Desired Organization 141
Design the TO-BE Organization 142
Purpose 142Preconditions 142
Activity Overview 142Postcondition 142
Create a TO-BE Organization Chart and Define and Refine Roles
and Responsibilities 142
Purpose 143
Preconditions 143
Activity Overview 143
Postconditions 143
Implement and Manage the Organizational Transformation 144
Plan the Organizational Change 144
Purpose 144
Preconditions 144
Activity Overview 144
Postcondition 145
Implement the Organizational Change 145
Continually Review and Align 145Review Organization Performance 145
Purpose 146
Preconditions 146
Activity Overview 146
Postcondition 146
Identify Organizational Gaps and Define Opportunities 147
Purpose 147Preconditions 147
Activity Overview 147Postconditions 147
Align Organization to Optimize Performance 148
Primary Roles and Responsibilities 148
Human Resources Manager 148
Human Resources Analyst 148
Communications Manager 148
Key Artifacts 148
Organizational Principles Charter 148
AS-IS Organization Chart 148
Organization Assessment Report 149TO-BE Organization Design 150
TO-BE Organization Document 150
Organizational Change Management Plan 151
Summary 151
References 151
7 Discipline: Continual Service Improvement Institutionalization 153
Purpose 155
Objectives 156Work Breakdown Structure 156
Workflow 156
Plan CSI 157
Assess Existing Quality and Improvement Initiatives 158
Purpose 158
Precondition 158
Activity Overview 159
Postconditions 159
Appoint CSI Manager 160
Create CSI Vision and Strategy 160
Purpose 160
Preconditions 161
Activity Overview 161
Activity Details 161
Postconditions 161
Create CSI Plan 161
Purpose 162
Preconditions 162
Activity Overview 162
Activity Details 162
Postcondition 162
Establish CSI 162
Develop CSI Process 162
Purpose 163
Preconditions 163
Activity Overview 163
Design and Develop CSI Organization 163
Purpose 163
Preconditions 163
Activity Overview 164
Activity Details 164
Postcondition 164
Establish Process Management and Performance Monitoring Capabilities 165
Purpose 166
Preconditions 166
Activity Overview 166
Activity Details 166
Postcondition 167
Establish Appropriate Channels for Soliciting New Ideas 167
Continually Assess and Improve CSI Performance 167
Operate CSI 167
Identify and Analyze Business Needs 168
Measure and Assess Service and Service Management Process Performance 169
Purpose 169
Preconditions 169
Activity Overview 169
Postcondition 170
Identify Opportunities and Plan Continual Improvements 170
Service Management Process Improvement 170
Institutionalize CSI 170
Assess Existing Organizational Culture 171
Purpose 171
Preconditions 171
Activity Overview 172
Activity Details 172
Postcondition 173
Plan Incremental Behavior Transformations 173
Manage Cultural Change 173
Enable CSI to Drive the Momentum and Maintain the Right
Organizational Focus 174
Primary Roles and Responsibilities 174
CSI Manager 174
CSI Process Analyst 174
CSI Process Manager 174
Requestor 174
Key Stakeholder 175
Key Artifacts 175
Quality Initiatives List 175
Quality Assessment Report 176
CSI Vision Document 176
CSI Strategy and Approach 176CSI Plan 176
CSI Process 176CSI Organization Design 176
Business Process Management Requirements Document 176
CSI Organizational Integration and Communications 177
Stakeholder Request 177
Business Requirements Document 177
Survey and Interview Findings 178
Service Management Process Performance Data 178
Service Management Process Performance Report 178
Service Performance Data 178
Service Performance Report 178
Service and Service Management Process Improvement Opportunities 178
Organizational Cultural Assessment Report 178
Summary 178
Reference 179
8 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 190
Activity Overview 190
Postcondition 190
Measure and Assess Service and Service Management Process Performance 192
Establish and Agree on Desired Target Performance 192
Purpose 193
Precondition 193
Activity Overview 193
Postcondition 193
Identify Opportunities and Plan Continual Improvements 193
Improve and Align Service Strategy Components 193
Assess Service Demand and IT Impact 195
Purpose 196
Preconditions 196
Activity Overview 196
Postconditions 196Define and Refine Service Vision and Strategy 196
Improve Service Design Components 197
Complete and Refine Service Catalog Record 197
Define and Refine Service Level Requirements 197
Build and Refine Service Design Package 197
Purpose 198
Precondition 198
Activity Overview 198
Activity Details 198
Postcondition 201
Improve Capacity and Availability Management 201
Improve Service Transition Components 201
Optimize Service Asset and Configuration Management 202
Purpose 202
Preconditions 202
Activity Overview 202
Postcondition 203
Build Appropriate Change Models and Standard Changes 203
Improve Service Operations Components 204
Build End-to-End Request Fulfillment 204
Purpose 205
Preconditions 205
Activity Overview 206
Activity Details 206
Postcondition 207
Optimize Event Management 207
Optimize Incident Management 207
Optimize Access Management 207
Primary Roles and Responsibilities 207
Service Manager 207
Service Owner 208
Enterprise Architect 208
Key Artifacts 208
Service Catalog 208
Service Level Requirement 209
Service Priority Document 209
Service Improvement Plan 209
Service Level Agreement 209
Service Demand Trends and IT Capacity Report 211
Service Design Package 211
Business Requirements Document 211
Organization Assessment Report 212
Service Statistics 212
Key Concepts 212
Service Level Agreements, Operational Level Agreements, and UnderpinningContracts 212
Service Catalog, Request Fulfillment, and Service Level Management 213
IT Request Classification 213
Summary 216
Reference 216
9 Discipline: Service Management Process Improvement 217
Introduction 218
Purpose 219
Objectives 219
Work Breakdown Structure 219
Plan Service Management Process Improvement 222
Create PIP 222
Purpose 222
Preconditions 223
Activity Overview 223
Postcondition 223
Identify and Appoint Process Owner 223
Establish Process Vision and Strategy 223
Define Process Vision and Strategy 223
Purpose 224
Precondition 224
Activity Overview 224
Postcondition 224
Establish Process Policy 224
Purpose 225
Preconditions 225
Activity Overview 225
Postcondition 225
Establish Measurable Targets 225
Preconditions 225
Activity Overview 226
Postcondition 226
Assess AS-IS Process Performance 226
Document AS-IS Process 226
Analyze AS-IS Process 226
Precondition 227
Activity Overview 227
Postcondition 227
Identify Gaps and Opportunities 227
Assess Gaps 227
Identify Improvement Opportunities 227
Design TO-BE Process and Document-Related Requirements 227
Design TO-BE Process 228
Purpose 228
Preconditions 228
Activity Overview 228
Activity Details 228
Postcondition 228
Explore Process Automation Opportunities 229
Document Process Automation Requirements 229
Purpose 229
Precondition 230
Activity Overview 230
Activity Details 230
Achieve Quick Wins or Quick Fixes 230
Assess Interprocess Dependencies 232
Identify Opportunities for Quick Wins across Other Processes 232
Ensure Alignment with Strategic Improvements 232
Document Quick Win Requirements 232
Primary Roles and Responsibilities 232
Key Artifacts 233
Process Vision 233
Process Strategy 233
Process Policy 233
Measurable Targets 233
Process Improvement Plan 234
Process Performance Assessment Report 234
Key Concepts 234
Process Maturity 234
Service Management Process Development Boot Camp 234
Prerequisites 236
Steps 236
Summary 237
Reference 237
10 Discipline: Business Service Management Technology Architecture
and Integration 239
Introduction 240
Purpose 240
Objectives 240
Work Breakdown Structure 241
Workflow 241
Define BSM Technology Strategy and Architecture 243Define BSM Technology Strategy 243
Purpose 243
Preconditions 243
Activity Overview 243
Define the BSM Solution Architecture Roadmap 243Assess the AS-IS BSM Technology Landscape 244
Understand Enterprise Architecture (IfApplicable) 244
Identify Integration Requirements 244
Purpose 245Preconditions 245
Activity Overview 245Postcondition 245
Define Architecture and Integration Requirements 245
Analyze TO-BE Process and Desired Capabilities 245
Review Business Requirements Document 246
Analyze Automation Requirements and Assess Use-Cases 246
Identify BSM Tools and Assess Alignment 246
Identify and Assess Existing Components for Reuse 246
Identify and Assess BSM Tools 246
Develop TO-BE BSM Solution Architecture and Related Standards 246
Develop BSM Application and Integration Architecture 247
Develop BSM Data and Information Architecture 247
Develop BSM Infrastructure Architecture 249Build BSM Solution Architecture PoC 249Refine BSM Solution Architecture 249
Primary Roles and Responsibilities 250
BSM Technology Architect 250
BSM Technology Vendor 250
Key Artifacts 250
BSM Technology Strategy 253
BSM Solution Architecture Roadmap 253
BSM Architecture Assessment Report 253
BSM Solution Architecture Options 255BSM Solution Architecture Document 255
Review Record 256
Summary 256
Reference 256
11 Discipline: Business Service Management Technology Delivery 257
Introduction 258
Purpose 258Work Breakdown Structure 259
BSM Technology Delivery Workflow 259
Develop Detailed Design of BSM Solution 259
Develop BSM Solution Design Document 260
Implement BSM Solution 261
Develop BSM Solution Components 261
Integtate BSM Solution Components 261
Implement BSM Solution 261
Implement Quick Wins 261
Test BSM Solution 261
Develop Test Plan 262
Test BSM Solution 262
Test Quick Wins 262
Deploy BSM Solution 262
Develop Deployment Plan 262
Develop Support Material 262
Deploy BSM Solution 262
Deploy New Releases 263
Primary Roles and Responsibilities 263
BSM Solution Delivery Manager 263
BSM Solution Designer 263
BSM Solution Implementer 263
BSM Solution Tester 263
Key Artifacts 263
BSM Solution Design Document 263
BSM Solution 264
Summary 264
Reference 264
12 Iterative and Incremental Service-Oriented Service Management
Implementation Life Cycle: Phases and Iterations 265
Introduction 265
The i2-SOSMI Life Cycle 268
Life Cycle Phases and Objectives 270
Rapid Service Improvement Framework 270
Foundation 273
Purpose 273
Objectives 273
Design 285
Purpose 285
Objectives 285
Align 294
Purpose 294
Objectives 294
Integrate 299
Purpose 299
Objectives 299
Overview ofa Typical Iteration 303
Align with Vision and Strategy 303
Establish BSM Foundation 303
The Pattern 303
Visualize Iteration 304
Analyze and Envision IT Organization 304
Envision and Create Service Catalog Management Process Improvement Plan 307
Envision, Design, and Establish CSI 307
Define the BSM Technology Strategy and Develop a BSM Architecture
Roadmap 308
Plan the BSM Project 308
Plan Continual Improvements and Cultural Change 308
Prioritize and Plan Business Service Improvements 309
Prioritize and Plan Service Management Process Improvements 309
Analyze Business Service and Service Management Process Automation
Requirements 309
Identify, Analyze, Architect, and Realize Quick Wins 314
Architect Iteration 314
Manage the BSM Project, Phase, and Iteration 318
Design the TO-BE Organization and Plan the Needed Organizational Change ....318
Architect Business Service Improvements and End-to-End BSM Capabilities 319
Architect TO-BE Service Management Processes 320
Design and Build Key BSM Solution Components 320
Architect and Prototype the BSM Solution 320
Develop CSI Process and Organization 324
Realize Iteration 324
Manage Iteration, Evaluate, and Close BSM Project or Phase as Needed 325
Achieve Planned Organizational Alignments and Improvements 327
Achieve Business Service Improvements and Realize End-to-End BSM 327
Build and Deploy BSM Solution 328
Establish CSI Technologies and Capabilities 328
Conclusion 328
PART 111 PLANNING AND IMPLEMENTING BUSINESS SERVICE
MANAGEMENT
13 Business Service Management Roadmap 331
Introduction 331
Critical Aspects ofBSM Implementation 333
Vision and Strategy 333
Governance 333
People 334
Processes 334Tools 334
Organization 334
Business-IT Integration Management 335
Horizontally Integrated Service Support Management 335
IT Management 337
Enterprise Architecture Management 337
BSM Implementation Road Map 338
Establishing the BSM Vision 338
Factors to Consider When Building a BSM Roadmap 338
Organizational Culture 338
Creating, Measuring, and Communicating Success 339
Foundation Maturity 339
Prioritizing Processes and Services 339
High-Level BSM Roadmap 339
Key BSM Implementation Work Streams 339
Project Management 339
People and Organization 341
Continual Service Improvement Institutionalization 341Business Service Improvement 341
Service Management Process Improvement 342BSM Technology Architecture and Integration 342
BSM Technology Delivery 342Critical Success Factors 342
Summary 344References 344
14 Business Service Management Implementation Planning 345
Introduction 346
Organizational Complexity 346
Organizational Maturity 346Process Maturity 346
Organizational Culture 347
Regulatory, Compliance, and Policy Requirements 347
Organization Size 347Factors to Consider When Building a Detail Plan 348
Who Is Asking for It? 348Senior Management 348
Needed for Survival 349
Don't Want to Fight Fires Anymore 349
Business and IT Drivers 350
Organizational Culture 350
Peoples' Attitudes (Service-Focused Thinking and Customer-Oriented
Approach) 350
Surviving vs. Thriving 350
Ad hoc vs. Planned and Reactive vs. Proactive 351
Middle Management Challenge 351
Cultutal Transformation Cannot Be a "Big Bang" 351
Size and Complexity 351
Service Management Process Maturity 352
Service Management Technological Enablement 352
Building on the BSM Roadmap 352
BSM Implementation Patterns 352
Business Value Creation 354
Purpose 354
Description 354
Service Management Process Improvements 354
Compliance and Regulation 356
Hybrid 359
BSM Project Work Streams 361
Common Challenges or Opportunities 361
People 362
Senior Management 362
Organization 362
Technology and Tools 362
Critical Success Factors 362
People, People, People 362
Communication 362
Communicating Value to the Business 364
Communication Value to the IT 364
Organizational Change Management 364
Process Change Management 365
Process Automation and Tool Development 365
Understanding the "Big Picture": BSM Architecture 365
Business Architecture and Service Strategy 365
Enterprise Governance 367
Service Architecture and Design 367
Service Transition 367
Service Operation 367
Understanding and Planning for CSI 367
BSM Implementation Project Plan Template 368
BSM Project Charter and Plan 369
Summary 369
References 369
15 Implementing Business Service Management 371
Iterative and Incremental BSM Implementation 371
Measuring and Communicating Improvements 371
Customer Satisfaction 372
Business Performance 372
Service Performance 372
Organization and People Performance 372
Service Management Process Performance 373
Technology Performance 373
Service Catalog—The Foundation for BSM Implementation 373
Service Principles 374
Defining the Service Catalog 376
Preparing for the Definition of the Service Catalog 376
Defining Services 377
Fulfilling Service Requests 378
Common Challenges and Risks 379
Summary 380
PART IV OPERATING BUSINESS SERVICE MANAGEMENT
16 Operating Business Service Management 383
Business and IT: Integration and Traceability 383
Service Strategy and Planning 383
Service Support and Delivery Management 385
Service Technology and Automation 385
Measures of Operational Performance 385
Key Aspects of Effective Operations 387
Service Strategy 387
Service Design 387
Service Transition 389
Testing and Validation 389
Controlling Changes 389
Service Operation 390
Configuration Item Ownership 390
Service Request Management or Request Fulfillment 391
Service Performance Monitoring and Management 394
Other Common Aspects 395
Not Everything Is Important 395
Measure and Communicate 395
Realizing Vision through Process Ownership 395
Manage Processes 400Formal Problem Management Is Important 400
Leadership and Management Are the Foundation 400
Shape the Right Behavior 400
IT Outsourcing and BSM 401
Complete IT Outsourcing 401
Service Desk Outsourcing Option 401
IT Operational Management Outsourcing Option 405
Summary 405Reference 405
17 IT Service Management, Enterprise Architecture, and Service-Oriented
Architecture—Effective Enablement of Business Service Management 407
Introduction 408
The Business-IT Gap Problem 408
Business-IT Integration Solution 410
Business Service Management 410
Enterprise Architecture 410
Service-Oriented Architecture 417
Unifying EA, ITIL v3, and BSM 421
Extended Service Life Cycle 421
The ESL Model 422
Business Process Innovation and Emerging Technologies 423
Adoption, Diffusion, and Habitation ofNew Innovations 423
EA—A Component of ESL 426
EA Interfaces with All Components ofthe Service Life Cycle 428
Role of EA to Ensure Habitation 428
ESL Workflow 429
EA and ITIL v3-Driven Conceptual Organizational Architecture 429
Enterprise Business Architecture and ITIL v3 Service Strategy 429
Enterprise Service, Application, Integration and Infrastructure Architectures,
and ITIL v3 431
Bringing EA and BSM Together—Unified BSM 436
Business Architecture and Service Strategy 436
Enterprise Governance 436
Service Architecture and Design 436
Summary 437
References 437
Appendix A Sample IT Service Catalog 439
Appendix B «Organization Name» Business Service Management ProjectCharter Template 465
Appendix C «Organization Name» Business Service ManagementImplementation 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 managementcan be acquired from www.xceedure.com. This material includes a sample IT service catalog, pre¬
sentation templates, other process-specific implementation books as well as planning and assess¬
ment tools.