Delivering ITSM for Business Maturity: A Practical Framework

ISBN: 978-1-78973-254-2, eISBN: 978-1-78973-251-1

Publication date: 6 March 2019

This content is currently only available as a PDF

Citation

Weed-Schertzer, B. (2019), "", Delivering ITSM for Business Maturity: A Practical Framework, Emerald Publishing Limited, Leeds, pp. 177-183. https://doi.org/10.1108/978-1-78973-251-120191007

Publisher

:

Emerald Publishing Limited

Copyright © 2019 Emerald Publishing Limited


INDEX

Index

Accountability
, 29–30

Application management
, 72, 91

Asset and configuration management (ACM)
, 43

Attitudes
, 30, 62, 97, 142–143

Auditing methods
, 29

Authenticity
, 5, 22–24, 39, 133, 156

Automation
, 90, 136, 146

“Avoid tunnels, take the ferry” statement
, 133–134

Backup strategy
, 93–94

Band-aid approach
, 96

Business
, (see also Integrated ITSM business model), 6, 131–132

BKIM
, 44–45

case
, 83–84, 90–95, 120, 126

etiquette
, 105, 109, 114–116

ITSM
, 135–143

language
, 135

operating model
, 141–142

process design
, 46–52

production environment
, 92

relaxation in
, 151–152

reliance on technology
, 160

service agreements
, 44

validate business intentions
, 98

value scope
, 14–17

workflow
, 45–46

Business change management (BChM)
, 45

Business culture
, 7, 59, 101–103, 113–114, 121, 162

attitude
, 68

multifaceted differences in
, 1

Business knowledge and information management (BKIM)
, 44–45

Business management

fundamental guideline
, 160

segments and ITSM
, 58–59

Business maturity
, 2–4, 57, 79

goal
, 83

ITSM for
, 13

metrics
, 160

Business Relationship Management process (BRM process)
, 63

Business strategy management (BSM)
, 43–44

Business transformation management (BTM)
, 45

Change build & test services (ChBT)
, 44

Change request (ChR)
, 44

Cloud® technology
, 137

Cohesive business
, 25

Cohesive relationship goal
, 82–83

Collaboration goal
, 82

Communication
, 7–9, 147, 152

channels
, 132–135

tunnel methods for
, 134

verbal
, 9

Compliance, legal, or security (CLS)
, 85–87

Confidential knowledge
, 134

Contractual obligations
, 127

Control Objectives for Information and Related Technologies (CobIT)
, 71, 85

Cost(s)
, 16, 65, 88, 112, 119–120

inflating
, 125–126

investment
, 5, 13, 26

Cultural/culture
, 142–143

change
, 83–84

ITSM
, 122–129

variances
, 126

Customer(s)
, 88, 109–110

behavior
, 14

on business functions
, 68

demands
, 148–149

experience
, 12

loyalty
, 26

relationships
, 6

service
, 53, 112

Data and knowledge management (DKM)
, 44

Demand, capacity, and availability management (DCA management)
, 43

Development and Operations unit (Dev/Ops)
, 71–72

Ebb-and-flow cycle
, 74

Ecosystem
, 104–107

footprint
, 107–111

roles in
, 111–121

Electronic messages
, 9

End user
, 112, 141

End-to-end service
, 145

Failure of ITSM
, 146–148

Ferry method
, 133–134

Finance and accounting management (FAM)
, 45

Financial/finance
, 95–99

investment
, 59

management
, 43

Firefighting
, 144, 149

Formal ITSM frameworks
, 3, 25, 119, 146

Formalization
, 29

Fulfillment management (FLM)
, 45

Gap analysis
, 126–129

Goals
, 10, 26, 78–82, 86, 160

business
, 70

quarterly
, 78

short-term
, 80, 82

Governance model
, 79, 85

Human error
, 135

Human resource management (HRM)
, 45

Human resources
, 84, 120, 125

Improvement Movement
, 23, 25

activities
, 29–30

ITSM
, 25–26

lack of understanding
, 26–27

personalities
, 39–42

plan
, 31–35

real-world example
, 35–39

steps
, 27–29

Incident and problem management (IAP)
, 43

Incident management
, 48–49

Information technology (IT)
, 54, 65, 84, 95–99, 101

business function to IT service mapping
, 66–67

providers
, 81–82

Sales & Service unit
, 62

Service Provider
, 61–62, 95

transforming IT to sales organization
, 60–65

Information Technology Infrastructure Library (ITIL)®
, 71

Information technology service management (ITSM)
, 1–5, 10, 12, 25–27, 35, 70–71, 101

adoption
, 82

business case
, 90–95, 135–143

and business processes
, 42

control environment
, 124–125, 141

culture
, 122–129

ecosystem
, 104–107

failure
, 146–148

framework
, 70–76

initiation
, 144–145

intention outline
, 83–89

issues and managing priorities
, 148–153

IT and finance
, 95–99

ITSM–turning theory into reality
, 54–60

layer
, 103

limbs
, 6–7, 131–132

organization for
, 65, 68–70

processes
, 43–44

roles in ecosystem
, 111–121

solution goal
, 82

tasks
, 102

transforming IT to sales organization
, 60–65, 66–67

visualizing future
, 76–83

wellness assessment
, 153–159

Infrastructure operations
, 72–73

Integrated ITSM business model
, 72–73, 133, 137–138, 140–141

awareness
, 139

governance
, 139–140

parts
, 141

retaining people by training people
, 140

tips for design
, 142–143

Integrated operations models
, 25

Intentions
, 78–82

business
, 26, 54, 98, 119, 140, 142, 160

mutual
, 82, 142

provider
, 14

Interpretation
, 9–10

Interviews
, 28, 87, 159

IT Strategy Management (ISM)
, 43

ITSM Business Maturity Metrics (I-BMM)
, 159–160

ITSM Control Board (ICB)
, 123, 125–129

Job-mapping model
, 119–120

Layered model
, 3

Lightsaber
, 123

Live for use
, 21–22

Live production environment
, 22, 44, 77

Loyal customers
, 113

Major Incident (MI)
, 55–56, 127, 148

Maturity level measures
, 133

Microsoft Operations Framework (MOF)
, 71

Mindful adoption
, 79

Mutual understanding
, 10, 57, 97

Obstacles
, 23, 54–55, 65, 69, 78, 95, 99, 102, 106

converting
, 55

cultural
, 84, 98

Operational, service delivery stage
, 21–22

Operational change management (OChM)
, 22, 43

Operational-Level Agreements (OLA)
, 154

Organizations
, 4, 48, 51, 54–55, 107, 119, 144

Ownership
, 84, 121

People
, 6, 58, 77, 92, 131–132, 135, 152, 158

attitudes
, 39

behaviors
, 59

in business
, 7

capabilities
, 31–32

in IT units
, 101

layer
, 73

perception
, 62

resources
, 108

Perception
, 1, 9, 12–13, 17, 51, 57

customer
, 149

disjointed
, 77

people
, 62

Perseverance
, 131

Personalities of Improvement Movement
, 39–42

Practical ITSM model
, 3, 6, 25, 27, 72–74, 76

Process design
, 2–3, 46–47, 128

cautions
, 51–52

tips
, 48–51

Product-driven process
, 126

Progression
, (see also The Authentic Service Progression (TASP)), 6, 131–132

cycle
, 74

value visibility
, 23–24

Queue management
, 52

Real Time Observance exercises (RTO exercises)
, 156–159

Reality
, 18–19

Relaxation in business
, 151–152

Request and order management (ROM)
, 45

Resource management
, 88

Responsibility
, 30, 45, 133, 156

Return on investment (ROI)
, 14

Risk management
, 89

Sales & Service IT units
, 62

Sales organization

business function to IT service mapping
, 66–67

transforming IT to
, 60–65

Service

delivery
, 21, 53

design
, 19

management
, 3, 53, 108

Provider
, 14

value
, 12

Service Integration and Management (SIAM)
, 71

Service-Level Agreements (SLA)
, 154

Setback
, (see Obstacles)

Six Sigma’s® process maturity model
, 42

Stakeholders
, 116–117

Start-up phase for ITSM
, 60, 74

Subject Matter Experts (SME)
, 88, 105

Super users
, 112

Suppliers
, 88, 117–118, 128

Sustainable development
, 108

Technical Operations and Application teams
, 136–137

Technical services
, 13

level management
, 44

Technical staff
, 118–121

Technical units
, 25

Technology
, 4, 6–7, 131–132

service provider
, 14

units
, 15

Technology-oriented customer (TOC)
, 110

The Authentic Service Progression (TASP)
, 3, 5, 24, 133

communication
, 7, 9

gap analysis
, 5–6

Improvement Movement
, 25–39

model
, 6

organizing vital processes
, 42

personalities of Improvement Movement
, 39–42

practical ITSM
, 6–7

tips for fostering mutual understanding
, 10–11

value cycle
, 161–162

value process flow
, 8, 17–24

value visibility
, 12–17

vital business processes
, 44–52

vital ITSM processes
, 43–44

Third party
, (see Suppliers)

Tunnel methods for communication
, 133–134

User Acceptance Testing (UAT)
, 87

Users
, 112–113

Value

flow process
, 7–8, 17–24

proposition
, 12

ROI
, 14

Value on investment (VOI)
, 20

Value visibility
, 12–17

progression
, 23–24, 142

Value-oriented customer (VOC)
, 109–110

Vendor
, (see Suppliers)

Vendor-centric technical units
, 126

Verbal messaging
, 9

Vision and mission statements
, 76–77, 98

Wellness assessment, ITSM
, 153–159