Abstract
IT service providers tend to view their services as quasi-embedded in the client organisations infrastructure. Therefore, IT service providers lack a full picture of being an organisation with its own enterprise archicture. By systematically developing an enterprise architecture using the unification operating model, IT service providers can much more efficient develop relevant service catalogues with connected reporting services related to SLA's and KPI's based on ITIL and newer frameworks like SIAM.
TopBackground
Most companies and organizations are increasingly dependent on information technology (IT) and IT services. As technology is becoming more distant and commoditized in the form of cloud services and fragmented between highly specialized vendors, management of services is getting comparatively more critical (Amanatullah et al., 2013). IT Service Management (ITSM) is thus the adaptation of the right services to the right business.
Key Terms in this Chapter
ITIL: Information Technology Information Library. A management framework for IT services and infrastructure management. Originally developed within the UK government, but as of today, a de facto standard globally for IT services provision and governance. ITIL is mostly adapted to local requirements are is rarely found fully and precisely implemented. ITIL is reflected in the ISO/IEC 20000 standard.
Architecture: In Information Systems research, a fundamental or aggregated artefact of technological, organizational and processual character.
IT Service Catalogue: The service catalogue is a “handbook” describing, what can be delivered of services from any, in-house or external, IT service provider. The service catalogue aims at adjusting expectations between requesters and providers and contributes to control cost of services. Furthermore, providers are “protected” from supplying services, although desired by the client, were no services exist e.g. caused by competencies, technology, logistics.
Enterprise Architecture: The business activity of ensuring appropriate relationships between business strategy, and supporting technologies. Enterprise Architecture is mostly connected to information technology, but is in no limited to this. Any relationship between business and technology can be encompassed in enterprise architecture. The activities are generally two-fold: To document the existing portfolio of technology, and to plan technological transitions.
CMDB: Configuration Management DataBase, the key repository in ITIL for items to be serviced. The individual items are known as CI, Configuration Items. The CMDB can be supported by specialized or general software. Some items can be retrieved automatically via automated networked IT services information collection, e.g. using the SNMP protocol.
IT Service Management: ITSM is the discipline of organizing and management IT services to meet expectations of clients and ensure budgetary objectives. ITSM entails long term planning to safeguard relevant technology and human resources. Furthermore is ITSM aimed at adapting the IT Service Catalogue to fit the demand from clients and the given financial constraints.
SIAM: Service Integration and Management – a governance framework for complex, multi-vendor IT services environments. SIAM is designed to overcome issues with ITIL on responsibilities, contract management, cross-organizational collaboration and heterogenous environments.