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    Architecting Itsm: A Reference of Configuration Items and Building Blocks for a Comprehensive It Service Management Infrastructure
    Architecting Itsm: A Reference of Configuration Items and Building Blocks for a Comprehensive It Service Management Infrastructure
    Architecting Itsm: A Reference of Configuration Items and Building Blocks for a Comprehensive It Service Management Infrastructure
    Ebook315 pages3 hours

    Architecting Itsm: A Reference of Configuration Items and Building Blocks for a Comprehensive It Service Management Infrastructure

    By Randy A. Steinberg

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    About this ebook

    Up until now, no one has attempted to lay out the entire blueprint for architecting a complete IT service management supporting infrastructureuntil this book.

    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!
    LanguageEnglish
    PublisherTrafford Publishing
    Release dateJan 22, 2014
    ISBN9781490724157
    Architecting Itsm: A Reference of Configuration Items and Building Blocks for a Comprehensive It Service Management Infrastructure
    Author

    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

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      Book preview

      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

      33164.png   www.trafford.com

      North America & international

      toll-free: 1 888 232 4444 (USA & Canada)

      fax: 812 355 4082

      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

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