Service Management Strategies that Work (eBook)

Acknowledgements 10
Foreword 12
Preface 14
1 Introduction 16
Business Alignment or Business Integration? 16
1.1 Organizing IT – The Traditional Manufacturing Model 17
1.2 Technology vs Service Management 19
1.3 Linear Service Catalogs vs. Dynamic Service Portfolios 19
1.4 Technical and Professional Services: 21
1.5 The New Service Orientation – Organizational Model 25
1.6 Service Oriented IT Organizational Models 27
1.7 The Service Owner Role 30
1.8 The Process Owner Role 31
1.9 Placing Ownership Within Existing Structures 33
1.10 A New Organizational Construct – The IT Service Delivery Function 36
1.11 Service Level Management and the Service Organization 38
1.12 The Evolution of the Service Delivery Organization 39
1.13 Impact on IT Outsourcing 43
1.14 Global Process Governance Considerations 44
1.15 Executive Sponsor 45
1.16 Executive Steering Committee 45
1.17 Process Governance Team 45
1.18 Global Process Owners 46
1.19 Local process managers and co-ordinators 47
1.20 Education recommendations 48
1.21 ITIL overviews 48
1.22 Executive overview and executive strategic workshops 49
1.23 ITIL Foundations Certification 49
1.24 ITIL and ITSM Practitioners 50
1.25 Summary 50
2 IT Governance Unraveled 52
Introduction 52
2.1 IT Governance Definition: 52
2.2 Activities of IT governance 53
2.3 Establishing 55
2.4 Monitoring 61
2.5 Directing 64
2.6 Summary 64
3 The External Managed Service Provider 66
3.1 Introduction 66
3.2 Background on MSPs and ITIL 67
3.3 ITIL in an MSP environment 73
3.4 Summary 80
4 Process Implementation 82
4.1 Objective 82
4.2 Program management 82
4.3 Process implementation projects 83
4.4 Process, People and Technology: The Integrated Project Plan 84
4.5 Implementation Roles 86
4.6 Consulting Roles 87
4.7 High Level Process Model Development 88
4.8 Detailed design 90
4.9 Process Roles and Responsibilities 93
4.10 Process implementation considerations 98
4.11 Applicability / Scalability 99
4.12 Critical Success Factors 99
4.13 Process Embedding Strategy 100
4.14 Process workshops / training 101
4.15 Detailed activities: Project checklist 102
4.16 Communication plan 104
4.17 Evaluation of the project 104
4.18 Post project review 105
4.19 Auditing using quality parameters 105
4.20 Summary 106
5 Defining, Modeling and Costing IT Services 108
5.1 Introduction 108
5.2 Defining IT services 109
5.3 Service Classifications 112
5.4 Steps for defining IT services 113
5.5 Modeling IT services 116
5.6 Configuration Management Objective 116
5.7 Configuration Management IT service data modeling 117
5.8 Developing a service-based cost model 118
5.9 Financial management for IT services 118
5.10 Understanding IT costs 119
5.11 Service-based costing 121
5.12 Component/Supporting services 121
5.13 Service-based costing steps 122
5.14 Summary 123
6 The Federated CMDB 124
6.1 Three applications of CMDB federation 124
6.2 Application 1: CMDB federation is the exception, not the rule 125
6.3 Application 2: CMDB federation is the rule, not the exception 128
6.4 Application 3: The dynamic view from existing distributed data 129
6.5 Summary 130
7 Developing A Quality Driven Measurement Framework 132
7.1 Measuring Process 132
7.2 Risks 134
7.3 Requirements 134
7.4 Rationale For Measurement 136
7.5 Implementation Strategy 140
7.6 Translating A KPI Improvement To Productivity 140
8 The Theory of Constraints and Continuous Service Improvement 150
8.1 Introduction 150
8.2 Eli Goldratt’s The Goal 150
8.3 How does TOC apply to continuous improvement? 151
8.4 TOC definitions 152
8.5 Identifying constraints 153
8.6 Where are constraints? 154
9 Appendices 156
Appendix 1: An example of a Communications Plan Matrix 156
Appendix 2: An example of a Process Dashboard Template 158
Appendix 3: Detailed Project Roles 160
Appendix 4 Bibliography 166
Appendix 5: Definitions 168
Appendix 6: About Pink Elephant 170