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The Value of Policy-Based IT Service Management

Mar 22, 2004

Rick Leopoldi

By Rick Leopoldi

Requirements Definition Process
The requirements definition process will establish IT needs and metrics which are built from the strategy and planning processes:
  • Business Strategy - the organization's business strategy and how the business requirements link to the technology infrastructure. What are the processes?
  • Service Planning - how IT provide services internally and externally for the organization? What are the processes for doing so?
  • Organizational Planning - how the organization adapts to internal and external business factors that influence the IT infrastructure? What is the impact of corporate culture on IT? How IT integrates within the organization?
  • Technology Planning - how IT plans its technology infrastructure internally and externally around the organizations business requirements and model
Once the Requirements Definition is completed, a set of business objectives are presented to Support Services who then designs, plans and architects the necessary IT services. It is at this point that the ITIL framework is employed to develop the necessary IT Services Support and Service Delivery processes that will ensure the success of the IT Services.

In effect, policy based IT Service Management model provides enterprise wide ITSM based on ITIL best practices that is tailored to the organization's specific and unique business and IT infrastructure requirements.

Policy Based Service Management provides a mechanism to partition the Requirements Definition and IT Service Management process functions into discrete processes, each of which are described with structured criteria and implemented.

It acts as the key enabler for providing cumulative flexibility within the interaction, inter-relationship, and inter-dependencies of these processes across the five sectors of People, Process, Technology, Organization, and Integration.

As shown above, Integration functions as the common focal point. It acts as a critical component to the successful implementation of ITSM by helping to focus the alignment of IT to the organization and business functions. This provides for the maximum effectiveness of an ITSM implementation by supporting the paradigm of IT in a service provider role to the organization and aligning IT to meet business requirements.

Using integration as a focal point also enables the coordination of the Policy Based Service Management processes of Requirements Definition and IT Service Management process functions across the remaining perspectives of People, Process, and Technology by leveraging the application of best practices for these perspectives with a scope that is enterprise wide.

A Policy-Based IT Service Management methodology focuses on enabling a business requirement-driven, IT service provider paradigm. Its functionality is based on the premise that IT Service Management is a multiple entry-point model that is process driven with inter-relationships and that integration is required between these IT processes in order for them to function effectively and for successful IT service provisioning within an enterprise.

Rick Leopoldi is a Managing Business Consultant with more than 30 years' experience in IT. For the past 20 years he has developed and delivered process, methods and technology infrastructure consulting solutions for major organizations worldwide, specializing in ITIL and ITSM best practices. Prior to forming his own consulting firm, he held senior consulting positions at various global consulting organizations developing effective solutions to meet specific customer business requirements.

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