Executive Summary – Service Cube A 3D ITSM® model to visualize the components of a service. Bridge the vertical organizational structure. Leverage for: Build ITSM awareness and promote related programs Training and team building Service Maturity assessments Service Improvement Programs Governance considerations Operations services Send your request today for the sample desktop model.
What is Service Management? ITIL® Definition: “Service Management is a set of specialized organizational capabilities for providing value to Customers in the form of Services.” An IT Service is directly correlated with a Business Process. A number of Applications can contribute to providing an IT Service. For example, the Billing, Customer Relationship Management (CRM), and Pricing Catalogue would be Applications that contribute to delivering the IT Billing Service in support of the Accounts Receivable business process. ITIL® provides the view to IT service Management in the context of Service Lifecycle: “An approach to IT Service Management that emphasizes the importance of coordination and Control across the various Functions, Processes, and Systems necessary to manage the full Lifecycle of IT Services. The Service Management lifecycle approach considers the Strategy, Design, Transition, Operation and Continuous Improvement of IT Services.” 3 Service ITIL ® Service Strategies Service Operation Continuous Service Improvement Service Transition Service Design
Service Management – Silo Views (2D Context) Depending on whom you talk to, their view of Service Management is typically limited to their area of accountability. This has caused many delivery challenges and built further barriers between the functional teams, demanding constant attention from management. Examples: Operations view: Outages (Incident Management) Root Cause Analysis (Problem Management) Changes (Change Management), etc. Applications view: Functionality Known Errors and Workarounds Releases 4
Service Management 3D Context Three defining planes: Infrastructure and Operations Application Environment Governance, Process and Tools 6
3D Service Management Plane #1: Infrastructure & Operations Scope: All components that fit into the delivery of Infrastructure and Operations. These components add no business value if they’re treated in isolation from the other two planes. They are necessary to set the foundation to build the service upon. 7
3D Service Management Plane #2: Application Environment Scope: All components that fit into the delivery of the Application layer, through a formal SDLC methodology. These Environments add no business value if they’re treated in isolation from the other two planes. Some of the non-Production environments may utilize “swing” infrastructure to maximize utilization of the infrastructure investment. Various SDLC methodologies may apply to these environments. 8
3D Service Management Plane #3: Governance, Process, & Tools Scope: All components that fit into the delivery of the Governance, Processes and associated Tools. This Plane needs to be applied to the other two planes to bring the Service together. The Governance and “ongoing” Programs are introduced and managed through this plane. 9
Service Cube Construct 10 The three planes, together, complete the view of the Service. The CI’s exist inside the cube. The People (including Partners) are the key enablers of the Service. The Governance and Programs pipes deliver their respective mandates