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IT
SERVICE
MANAGEMENT
(ITSM)©gPowered Consulting, LLC 2015

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IT Service Management
Overview
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ITSM Definition
IT Service Management (ITSM) is:
 A process-based approach to aligning the delivery of information technology
(IT) services with the needs of the organizations that uses them.
 Performed by IT Service Providers through an appropriate mix of people,
process, products and partners.
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ITSM Value Statement
IT Service Management:
 Improves quality and productivity
 Reduces costs
 Enhances customer relationships and service
 Increases teamwork and collaboration
 Delivers timely management information
 Provides information security and risk reduction
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ITSM Frameworks
Technology neutral and vendor specific options are available

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• Implement an Organizational Change Management (OCM) strategy.
• Create a strong business alignment.
• Focus on policy, standards and process, NOT technology.
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ITSM Success Criteria
ITSMDon’t get lost in the weeds!

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ITSM is a Journey
• Task Driven
Culture
• Inconsistent
Documentation
• Product Led
• Silos of
Technology
• Repeatable
Support
• Basic Monitoring
• Incident Driven
Projects
• Limited Asset
Management
• Process Owners
• Regular KPI
Reports
• Controlled Asset
Management
• Problem
Management
• Business Led
Goals
• Continuous
Service
Improvement
• Financial
Planning
• PE is a Strategic
Partner
• Business
Alignment
• Catalyst for
Innovation
Ad
Hoc
Reactive
Proactive
Service
Value
Technology
Focus
Support
Focus
Customer
Focus
Business
Focus
Strategy
FocusTechnology Centric
Business Centric
Profit
Center
Cost
Center

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Danger!

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IT Service
Overview
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An IT Service is:
 A means of delivering value to a customer by facilitating outcomes customers
want to achieve without the ownership of specific costs and risks.
 Discrete enough that it is measurable.
 Governed by a Service Level Agreement (SLA)/Operational Level Agreement
(OLA).
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IT Service Definition

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IT Service Lifecycle
•Align with customer demand to identify needed service changes, connect to value creation
and leverage the IT portfolio. Then prioritize service roadmaps.Strategy
•Translate service roadmaps and requirements into projects, implementation plans to share
with the customer. Architect and design/reuse service solutions in response to service
requirements.
Design
•Review service architecture with customer. Build, test, and deliver systems and solutions.
Prepare customer expectations, culture, and processes for service deployment and change.Transition
•Support growth in service adoption and utilization by customers, reviewing value to
validate alignment and identify course correction. Handle service risk, events, issues, and
provider relationships.
Operate
•Benchmark, measure, and review service performance to identify improvement
opportunities to work into service roadmap. Aggregate service value results into the IT
portfolio.
Optimize

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IT Service Management
Examples
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IT Asset Management
 Not just physical hardware and software.
 Includes Intellectual Property (IP), Proprietary Information (PI), and
copyrights.
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Context for Examples
Asset Metadata
Item Value 1 Value 2 Value 3
Criticality A B C
RTO 0 days 1 day 1 week
Default Risk High Medium Low
High Availability 0 minutes 1 minute 1 hour
…

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Testing Boundary
Change Authority
Sprint Target
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Operational Example
System A
A-Rating
System F
C-Rating
System E
B-Rating
System D
A-Rating
System B
A-Rating
System C
B-Rating
SCRUM
Team B
SCRUM
Team A

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Strategic Example
System A
A-Rating
System F
C-Rating
System E
B-Rating
System D
A-Rating
System B
A-Rating
System C
B-Rating
Resource
Management
Incident
Management
Support
Management
Problem
Management
Business Intelligence (BI)

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IT Service Catalog
Overview
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An IT Service Catalog is simply:
 A list of available technology resources and offerings within an organization
and a means of communicating how to request, receive and measure offering
deliverables.
More importantly it is :
 The cornerstone of IT Service Management (ITSM).
 A vehicle IT to define, prioritize and market services to its customers.
 A means of provides a service-centric view of IT.
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IT Service Catalog Definition

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Service
Operation
Service
Transition
Service
Optimize
Service
Design
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ITSM Cornerstone
IT Service Catalog
Operational Level
Agreement (OLA)
Process
Standardization
Continuous Process
Improvement
Service Capacity Plan
Demand Forecasting/
Trending
Service Desk (ticketing)
Request
Improve
Refine
Input
Compliance

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0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
FY15 FY16 FY17 FY18
Demand
Capacity
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Demand Forecasting/ Trending
Demand exceeds
capacity
Future increase in
demand is projected
or realized
Additional
headcount
Headcount
Fiscal Year
Service Capacity Plan

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Powered Consulting
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