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