If IT is to be successful at running as a business and demonstrating value, IT must move from a functional view, or in the case of the enlightened, a process view, to a services view. This is a transformational journey for most organizations, one that requires leadership, sponsorship, structure and discipline to achieve. But it is a journey worth the effort and ultimately necessary for survival. This session shows how this journey is built on the concepts of the current and evolving ITIL framework. Examined will be why an ITIL and services approach has been undertaken by some but completed by few. This session introduces the central concepts involved in managing IT as a services business, and explains the impact running IT as a business on both the service consumers and creators. You will explore the need to successfully build upon your understanding of ITIL and the evolving ITIL environment. Emphasized will be practical experiences and lessons learned from both external and internal IT service providers.

6. Domains of IT Service Management Management of Information Technology Services Governance Architecture Management Application Management Infrastructure Management Service Support Service Delivery ITST operates within 6 domains that encompass an IT environment. These domains are focused on enabling the IT organization to operate in a business like way that ensure value is received for the use of IT resources within an enterprise .

7. An IT Organization The same principles that apply to the analysis of the performance of any organization apply to the performance assessment of an IT organizations. All of theses components must integrate and function as a unit for IT to be successful in the delivery of services to its customers. APQC’s process framework and the vast majority of business diagnostics can be applied to the assessment of IT organizations There are specific areas of IT understanding that are in addition to an overall business understanding Facilities & Infrastructure Process Infrastructure Organization Performance Equipment Strategy and Vision Culture Competency

8. IT Organizations Deliver Services Consumer Creator Broker Enterprise Information Technology Service Provider Business Unit Business Unit Business Unit Information Technology Services

9. Service Model Service Service Service Offerings Customer Customer Cross-service Processes, Organization Technology, Skills, Facilities Service Specific Processes, Technology, Organization, Skills, Facilities Service Level Agreements Service Level Agreements Operating Level Agreements Operating Level Agreements Operating Level Agreements

10. Multiple Service Providers Service Service Service Offerings Customer Customer Cross-service Processes, Organization Technology, Skills, Facilities Service Specific Processes, Technology, Organization, Skills, Facilities Service Level Agreements Service Level Agreements Operating Level Agreements Operating Level Agreements Operating Level Agreements

12. Service Oriented Technology Management The concept of Service Oriented Technology Management leverages experience and industry best practices to guide IT toward achievement of their objectives Service Oriented Technology Management is a comprehensive approach to the transformation and operation of a service based enterprise relying on structure and discipline to identify, define, support and provide services, delivered to a consumer, consistently meeting standards in support of their business objectives