1. Introduction to The Rational IT Model

2. TRIM A reference model for ITSM
TRIM is the acronym for: The Rational IT Model™. This is a vendor neutral reference model that can be used to adopt IT Service Management as a practice.
TRIM is a complete model for IT service delivery based on the ITIL® framework that has been simplified and scaled down to a level that all organizations can handle.
The model includes all the processes, roles, templates and procedures that you need to implement IT Service Management as a working and efficient production of IT services that provide value to your organization.
The model origins from the experience of more than fifteen years of IT Service Management implementations, and describes the foundations and mechanisms of IT Service Management in such a way that it fits all sizes of organizations.
The difference is that ITIL is a framework of best practices, while TRIM is a reference model designed to be a guidance in connecting roles and organizational parts to functions and processes so that it becomes clearer how everything is connected in the delivery of IT services.

3. Building blocks The foundation of TRIM
One of the keys to ITSM is to clearly connect functions and processes to the existing organization
TRIM is all about connecting the organization, governance model and the processes into one effective model.
If every member of the organization know what´s expected, the processes will only be a help to do the activities you´re already doing.
Add a simple and clear governance model where every function continuously improve.
Organization
Every existing decision group needs to be in the in the ITSM governance model together with the new functions
governance
Processes
Processes should be designed to support the organizations activities, not the other way around.

4. Functions Functions In TRIM Connecting the organization
IT Steering group
Functions
Connecting the organization
Service desk
Technical & Application management
All IT organizations have groupings that are engaged in activities and take decisions at different levels.
The aim of TRIM is not to add groupings, but instead to help to sort out and clarify the purpose of the groupings which already exist. These groups are called functions.
The reason for this is so the group is not linked to a part of the organization, but rather a group of employees which takes a specific responsibility for something.
Customer management
Functions In
TRIM
Service management office
Delivery management

5. Phases Streams with a purpose Strategy
how the IT organization will support the business
The model is based on the IT environment, which is the IT organization’s equivalent to a production line. Just as in the factory, the entire IT organization participates in the responsibility for IT services.
To clarify the responsibility between the different parts of the IT organization, the life cycle of services’, functions and processes are divided into five different phases.
Operation
The IT department’s production line.
Relations
understand the business requirements
Transition
protect the IT environment in connection with changes.
Delivery control
Leads the work and decides how the IT services are to be produced

6. Strategy
Strategy shows how the IT organization will support the business in the work of achieving the goals set, indicating which IT services should be supplied to ensure that the goals are achieved, as well as how the services are produced in the most effective way.
Function:
IT steering group
Processes:
Strategy Management
Service Portfolio Management

7. Relations
The aim of this phase is to understand the business requirements and simultaneously create understanding in the business for the value IT services supply.
This is one of the fundamental aspects in establishing an IT department which is regarded as an asset for the business instead of a cost.
Function:
Customer Management
Processes:
Business Relationship Management
Service Level Management

8. Delivery control
It is in this phase that the IT organization leads the work and decides how the IT services are to be produced.
The aim is to save time and expenditure for operations. However, it can also involve activities that have the aim of improving processes, documentation or expertise.
Functions:
Delivery Management
Service Management Office
Processes:
Service Catalogue Management
Continual Service Improvement
Supplier Management
Knowledge Management

9. Transition
”Don’t fix what’s not broken” is a mantra in all technical environments, regardless of sector. Unfortunately, this doesn’t work in the reality of IT organizations, as the need and demand for IT services is constantly changing.
The aim of Transition is to protect the IT environment in connection with changes, and to thereby ensure that the business experiences as little disruption as possible during deployment.
Processes:
Change Management
Design Management
Release Management

10. Operation
The IT department’s production line. The IT environment needs to be maintained in order to continuously produce IT services.
Preventive maintenance activities are required, and if nevertheless errors occur, then they need to be rectified, and if problems arise then they must be investigated.
All activities required to maintain functionality in the IT environment are included in Operation.
Functions:
Service Desk
Technical Management
Application Management
Processes:
Request fulfilment
Incident Management
Coordination
Problem Management
Operational Maintenance

11. Governance Easy model to apply
Communication and control are important aspects in all operations.
The aim is to deal with each issue just once and in the right forum.
The governance model in TRIM uses the defined functions in the IT
services’ life cycle phases with different responsibilities and clear communication channels so that issues can be collected together and managed in the right function.
The model contains seven functions divided over three levels. The functions can vary in size and number depending on the scope of the IT organization.
IT Steering group
Business management team
Strategic level
Service Management Office
Customer management
Customers
Tactical level
Delivery control
Suppliers
Technical management
Application management
Service desk
Operational
level
IT environment
Users

12. OpenTRIM The community www.opentrim.org
TRIM is community driven by its members, whose experience will contribute to the future development of the model.
Our mission is, in collaboration with our members, provide materials in the form of a reference model and literature to simplify the process of applying IT Service Management.
To enable the adoption of IT service management for real through the entire IT organization, regardless if you are a small or large organization.