Architecting Itsm: A Reference of Configuration Items and Building Blocks for a Comprehensive It Service Management Infrastructure
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About this ebook
What are the supporting toolsets and technologies that need to support an IT service management infrastructure? What databases need to be put into place? What are all the IT service management roles and responsibilities to effectively operate this infrastructure? What kinds of IT support services does almost any IT organization deliver?
Get it all here. This book lists the CI types, toolset descriptions, detailed roles and activities, and much more. Get a firm handle on the data, functions, services, processes, organization, and technologies all needed to effectively build and operate a complete IT service management infrastructure.
Explore approaches for reviewing and assessing your current toolsets, data, processes, and services. See where gaps might exist. Find areas that might be missing tools or have too many tools doing similar functions. Validate IT service management roles and activities.
One can put together an entire IT service management operation just from the descriptions in this book!
If I had to build a large IT infrastructure or data center from scratch, this book becomes my most critical reference!
Randy A. Steinberg
Randy A. Steinberg has extensive IT Service Management and operations experience gained from many clients around the world. He authored the ITIL 2011 Service Operation book published worldwide. Passionate about game changing management practices within the IT industry, Randy is a hands-on IT Service Management expert helping IT organizations transform their IT infrastructure management strategies and operational practices to meet today’s IT challenges. Randy served in leadership roles across many government, health, financial, manufacturing and consulting firms including a role as Global Head of IT Service Management for a worldwide media company with 176 operating centers around the globe. He implemented solutions for one company that went on to win a Malcolm Baldrige award for their IT service quality. He continually shares his expertise across the global IT community frequently speaking and consulting with many IT technology and business organizations to improve their service delivery and operations management practices.
Read more from Randy A. Steinberg
Measuring Itsm: Measuring, Reporting, and Modeling the It Service Management Metrics That Matter Most to It Senior Executives Rating: 0 out of 5 stars0 ratingsServicing Itsm: A Handbook of Service Descriptions for It Service Managers and a Means for Building Them Rating: 4 out of 5 stars4/5Implementing Itsm: From Silos to Services: Transforming the It Organization to an It Service Management Valued Partner Rating: 0 out of 5 stars0 ratingsHigh Velocity Itsm: Agile It Service Management for Rapid Change in a World of Devops, Lean It and Cloud Computing Rating: 0 out of 5 stars0 ratingsOrganizing Itsm: Transitioning the It Organization from Silos to Services with Practical Organizational Change Rating: 0 out of 5 stars0 ratings
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Architecting Itsm - Randy A. Steinberg
Copyright 2014 Randy A. Steinberg.
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the written prior permission of the author.
isbn: 978-1-4907-1957-3 (sc)
isbn: 978-1-4907-2415-7 (e)
Because of the dynamic nature of the Internet, any web addresses or links contained in this book may have changed since publication and may no longer be valid. The views expressed in this work are solely those of the author and do not necessarily reflect the views of the publisher, and the publisher hereby disclaims any responsibility for them.
Any people depicted in stock imagery provided by Thinkstock are models,
and such images are being used for illustrative purposes only.
Certain stock imagery © Thinkstock.
Trafford rev. 01/11/2014
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North America & international
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Table of Contents
Book Overview
Why This Book Was Written
Why Have An IT Service Management Architecture?
Architecture Analysis Tool and Other Aids
Book Chapters in Brief
Service Management Architecture
Overview of the ITSM Architecture
Technology Infrastructure
Physical Facilities
Network
Hardware
Virtualization Platforms
Systems Software
Applications
Files and Databases
Operating Infrastructure
Processes
Organization
Suppliers
Business Office
Project Office
Services
Customers
Assets and Configurations
Service Transitions
Service Designs
Service Operations
Strategy and Governance
Knowledge
Security Infrastructure
Physical Security
Security Protocols
Directory Management
Identity Management
Access Control
Privacy Management
Application Interfaces
DMZ
Intrusion Detection and Reporting
Virus and Patch Management
Auditing and Testing
Policy Management
Security Presence
ITSM Operating Model
Functional Architecture
Functional Architecture Overview
Access Management System
Automatic Call Distribution (ACD) System
Asset Management System
Auto Discovery Tool
Backup and Restore Management System
Billing Management System
Building Management System
Capacity Management System
Capacity Modeling System
Change Management System
Computer Aided Design (CAD) System
Configuration Management System
Console Management System
Customer Relationship Management (CRM) System
Database Management System
Documentation Management System
Event Management System
HR Management System
Identity Management System
Incident Management System
Interactive Voice Response (IVR) System
Intrusion Detection System
Inventory Control System
IT Financial Management System
IT Service Continuity Planning System
Job Scheduling System
Labor Reporting System
Media Management System
Network Management System
Performance Monitoring System
Portfolio Management System
Problem Management System
Process Modeling Tool
Procurement System
Project Management System
Prototyping System
Reader Board System
Release Build Manager
Remote Support Tool
Report Generator
Request Management System
Security Management System
Security Test Manager
Service Catalog Manager
Service Knowledge Management System
Service Level Management System
Software Configuration Manager
Software Distribution Manager
Staffing Calculator
Storage Management System
Surveillance System
System Directory
Test Data Generator
Test Management System
Uninterruptible Power Supply (UPS) System
Data Architecture
Data Architecture Overview
Access Management Database
Asset Management Database
Availability Management Database
Change Management Database
Configuration Management Database
Customer Relationship Management (CRM) Database
Definitive Media Library
Event Management Database
Facility Management Database
Financial Management Database
HR Management Database
IT Service Continuity Management Database
Policy Database
Problem Management Database
Procurement Database
Project Management Database
Release Management Database
Request Management Database
Security Management Database
Service Catalog Database
System Directory Database
Training Database
Organization Architecture
Organization Architecture Overview
Organization Models
Centralized Organization Model
Distributed Organization Model
Networked Organization Model
Localized Organization Model
Virtualized Organization Model
Transforming To an ITSM Organization
General IT Service Management Roles
IT Executive
IT Functional Unit Manager
Subject Matter Expert (SME)
Steering Group Member
Service Strategy Roles
IT Financial Manager
IT Financial Analyst
IT Financial Administrator
Demand Manager
IT Service Portfolio Analyst
IT Market Analyst
Project Manager
Service Design Roles
Solution Architect
Service Catalog Administrator
Service Level Manager
Service Level Analyst
Availability Manager
Availability Analyst
Availability Architect
Capacity Manager
Capacity Analyst
Capacity Architect
IT Service Continuity Manager
IT Service Continuity Team Leader
IT Service Continuity Team Member
Chief IT Security Officer
IT Security Manager
IT Security Analyst
IT Security Auditor
Supplier Manager (Contract Manager)
Supplier Liaison
Service Transition Roles
Change Manager
Change Administrator
CAB Member
ECAB Member
Change Scheduler
Change Owner
Release Manager
Release Owner
Test Manager
Testing and Validation Analyst
Configuration Manager
Configuration Analyst
Configuration Librarian
Asset Manager
Asset Administrator
Procurement Analyst
License Administrator
Transition Manager
Release Build Manager
Deployment Analyst
Knowledge Manager
Knowledge Architect
Knowledge Administrator
Knowledge Owner
Trainer
Training Administrator
Training Architect
Organizational Change Leader
Technical Writer
Service Operation Roles
Incident Manager
Incident Analyst
Incident Auditor
Service Desk Manager
Service Desk Analyst
Service Desk Administrator
Call Agent
Service Desk Infrastructure Architect
Request Manager
Request Administrator
Request Fulfillment Owner
Problem Manager
Problem Owner
Monitoring Manager
Monitoring Architect
Security Administrator
Facilities Security Administrator
Physical Site Manager
Site Architect
Site Contractor
Site Technician
Office Manager
Network Operations Manager
Network Support Analyst
Network Technician
Network Architect
Network Administrator
Operations Support Manager
Operations Support Analyst
Operations Architect
Scheduler
Storage Administrator
Technical Support Manager
Technical Support Analyst
Systems Administrator
Database Administrator
Continual Service Improvement Roles
Service Manager
Process Owner
Service Owner (Product Manager)
Business Relationship Manager
Reporting Architect
Reporting Administrator
Quality Assurance Analyst
Process Architecture
Process Architecture Overview
Service Strategy Processes
Service Design Processes
Service Transition Processes
Service Operation Processes
Continual Service Improvement Processes
Process Meta-Architecture
Process Control
Process Execution
Process Enablement
Pulling Process Architecture Together
Service Architecture
Service Architecture Overview
Technical Management Services
Operational Management Support Services
Service Transition Support Services
Solution Design and Build Services
Strategy and Control Services
Hosting and Cloud Support Services
IT Business Support Services
Examples of Other Business Support Services
General Corporate Services
Manufacturing Support Services
Marketing Support Services
Sales Back Office Support Services
Sales Front Office Support Services
Customer Support Services
Product Support Services
Procurement Support Services
Educational Support Services
Hospital Support Services
Energy and Utilities Support Services
Financial Trading Support Services
Insurance Support Services
Patent and Trademark Support Services
Banking Support Services
Determining Other Business Support Services
Assessing the Tooling Architecture
Tool Architecture Assessment Overview
Tooling Functionality Assessment
Tooling Platform Assessment
Tooling Integration Assessment
Tooling Automation Assessment
Tooling Usability Assessment
Tooling Reporting Assessment
Tooling Data Assessment
Tooling Communication Assessment
Tooling Openness Assessment
Support Assessment
Mapping Tools with Processes
Mapping Tools with the Functional Architecture
Architecture Governance
Architecture Governance Overview
Architecture Governance Workflow
Architecture Exception & Appeals Workflow
Architecture Vitality Workflow
Architecture Communications Workflow
About the Author
Other books by Randy A. Steinberg:
Implementing ITSM
From Silos to Services—Transforming the IT Organization to an IT Service Management Valued Partner
Trafford Press ISBN: 978-1-4907-1958-0
Measuring ITSM
Measuring, Reporting, and Modeling the IT Service Management Metrics that Matter Most to IT Senior Executives
Trafford Press ISBN: 978-1-4907-1945-0
Servicing ITSM
A Handbook of IT Services for Service Managers and IT Support Practitioners
Trafford Press ISBN: 978-1-4907-1956-6
If asked, Boeing Corporation can immediately show you a complete model of how an airplane is assembled right down to the smallest part…
If asked, NASA can immediately show you a complete model of how a space shuttle is assembled right down to the smallest nut and bolt…
If asked, Bath Iron Works can immediately show you a complete model of how a battleship is assembled from stem to stern…
If asked, can your IT organization immediately show how your infrastructure is assembled to support and deliver all your critical IT services?
If asked, can your IT organization immediately articulate everything that needs to be in place to support and deliver all your critical IT services?
IT can no longer continue to operate this way.
It’s time to operate IT like a Service Organization.
—The Author
Dedication
This book is dedicated to those very hard working IT professionals and managers who deserve to see their IT solutions deploy and operate day-to-day at acceptable cost and risk to the businesses they serve.
Chapter
1
Book Overview
Why This Book Was Written
Most people would agree that the IT infrastructure of a business is a very critical component that allows that business to operate, compete and obtain revenue. It is almost impossible to envision any business in today’s world that could operate without an IT infrastructure. Yet, as critical as that infrastructure is, there is no solid blueprint that identifies all the pieces and parts of that infrastructure that need to be in place.
Let’s pretend that you are a new CIO taking charge of an entire IT infrastructure. Maybe you are building this infrastructure from the ground up with a new data center. Or, maybe you wish to review the existing IT infrastructure to understand its service capabilities and resources. Where is the reference model that tells you all the pieces and parts that should be in place? What are all the data elements that are needed? Are all the right kinds of tools in place? Are all the right people and roles in place?
The purpose of this book is to attempt to close this gap by defining an enterprise IT Service Management Architecture that identifies all the types of data, tools and people resources needed to operate a successful IT Service Management infrastructure.
This book does not specify specific tools or vendor solutions to do this. Rather, a set of architecture building blocks are described that describe the types of solutions you need. So how would you use these?
• Those building a Configuration Management System (CMS) might be interested in having a comprehensive list of all the types of CIs (Configuration Items) that make up that system (See Chapter 2 for the Service Management Architecture).
• Those pulling their IT Service Management tooling strategy together may be greatly interested in using a comprehensive set of needed tool types to represent target architectures for mapping their vendor products and solutions (See Chapter 3 for the Functional Architecture plus the tools on the download website for this book).
• Those creating a Service Knowledge Management System (SKMS) might be interested in having a comprehensive set of information databases that describe all needed data elements within the Service Management architecture (See Chapter 4 for the Data Architecture).
• Those looking to identify all the needed staffing roles necessary to operate an entire service management infrastructure (See Chapter 5 for the Organization Architecture).
• Those looking to get a quick broad brush overview of all the processes needed to operate an entire service management infrastructure (See Chapter 6 for the Process Architecture).
• Those looking to get a jump start on identifying the kinds of IT and business support services with detailed descriptions that might be used for a Service catalog or Portfolio (See Chapter 7 for the Service Architecture).
• Those seeking to review and assess the value and applicability of their IT Service Management tools (See Chapter 8 to see suggested assessment criteria as well as tools on the download website for this book).
• Those seeking a general procedure for how to govern, maintain, and manage their IT Service Management Architecture (See Chapter 9 for IT Service Management Architecture Governance).
Any successful IT Service Management infrastructure needs to have a complete set of processes, data elements, organizational roles and technologies. This book presents a comprehensive set of building blocks for all of these that can serve as a target reference architecture for piecing together an entire IT Service Management infrastructure.
Why Have An IT Service Management Architecture?
IT is complex. Technologies change rapidly. On any given day, many decisions are made to implement new tools, install new services, upgrade existing infrastructures or repair infrastructure problems. How can all of this occur without a guiding blueprint or plan for how everything fits together?
A wise aviation engineer once said that there is a big difference between a million parts flying in close formation and a well-built airplane. Having an architecture for IT Service Management provides that airplane. Without it, tools are purchased for discrete needs, solutions are put into place without considering all the aspects needed to operate them successfully and important things get forgotten until an incident or a last minute scramble occurs.
Want an early quick win with this? Conduct a brief effort to map all your existing tools, management databases and organizational functions into the architectures presented in this book. Now examine the results. What is missing? How many redundant tools or people are in place doing similar things? How many tools are being paid for that provide little or no value?
Without an architecture for IT Service Management, you are essentially flying blind. You are putting your tools, processes and people together in individual pieces with no overall vision or target. This creates a high risk of redundant costs, reactive activities and missing or incomplete service management solutions.
When teams work under the assumption that they can do anything that they want, that they can use any technology specific to their immediate needs, chaos typically results. Functionality and information will be duplicated and reuse will occur sporadically if at all. Systems will not integrate well. Solutions will conflict with one another and create potential for service outages. Costs will skyrocket because similar products from different vendors, or even simply different versions of the same product, will be purchased and then operated within production. Although each individual project may be very successful, as a portfolio they may have serious challenges. It doesn’t have to be this way.
An IT Service Management architecture is the organizing logic for pulling all the service management processes and IT infrastructure together. It reflects the integration and standardization requirements of your company’s operating model.
Every IT Service Management process, technology solution and service asset must fit like a jigsaw puzzle piece into your future vision for your organization. The types of tools, data, processes and roles need to be understood in advance such that there is a home for every service asset and solution brought into the infrastructure. This establishes a decision framework that allows IT to articulate how the various pieces and parts of the IT infrastructure support the business and IT strategies.
Architecture Analysis Tool and Other Aids
There are a number of tools that you may find helpful related to this book. These can be downloaded at:
http://www.itsmlib.com/downloads/SitePages/Home.aspx
Use the following login:
User ID: MeasuringITSM@itsmlib.com
Password: Downloads2
The tools are:
ITSM