Reference Models

In 1999 the US Federal Government took a step toward improving the quality, performance, delivery and support of IT-based services. This step was the creation of the Federal Enterprise Architecture Framework (FEAF).

This framework consists of five reference models. A reference model is an abstract or logical framework or structure that describes the interconnections between ideas, concepts, elements or components that make up a whole system. We can look to the FEAF reference models as a guide for how we might approach an ITSM implementation regardless of industry or organizational structure.

Performance Reference Model: Used to measure the performance of major IT investments

This equates to a CSI or Metrics Program

Business Reference Model: Process-driven structure that describe business operations regardless of the organization that performs them

This equates to a Service Portfolio framework

Services Reference Model: Classification of service components and elements with respect to how they support business and/or performance objectives

This equates to a Service Catalog framework

Data Reference Model: Describes the data, information and knowledge used to support business and performance objectives

This equates to a Service Knowledge Management System (SKMS) framework

Technical Reference Model: Categorizes the technical standards, elements and components used to deliver and support IT Services

This equates to a Configuration Management System framework

Each of the models support the one above it to create a holistic picture of how to ensure that value is being delivered to customers through top-down design of the models and bottom-up delivery of the capabilities and resources.

If you are struggling with how ITSM works in the big picture of your organization, you might take some time to investigate and research the Federal Enterprise Architecture Framework and its associated reference models.

Comments

The Four Ps of Service Design - It’s not all about Technology

People ask me why I think that many designs and projects often fail. The most common answer is from a lack of preparation and management. Many IT organizations just think about the technology (product) implementation and fail to understand the risks of not planning for the effective and efficient use of the four Ps: People, Process, Products (services, technology and tools) and Partners (suppliers, manufacturers and vendors). A holistic approach should be adopted for all Service Design aspects and areas to ensure consistency and integration within all activities and processes across the entire IT environment, providing end to end business-related functionality and quality. (SD 2.4.2) People: Have to have proper skills and possess the necessary competencies in order to get involved in the provision of IT services. The right skills, the right knowledge, the right level of experience must be kept current and aligned to the business needs. Products: These are the technology managem

What Is A Service Offering?

The ITIL4 Best Practice Guidance defines a “Service Offering” as a description of one or more services designed to address the needs of a target customer or group . As a service provider, we can’t stop there! We must know what the contracts of our service offering are and be able to put them into context as required by the customer. Let’s explore the three elements that comprise a Service Offering. A “Service Offering” may include: Goods, Access to Resources, and Service Actions Goods – When we think of “Goods” within a service offering these are the items where ownership is transferred to the consumer and the consumer takes responsibility for the future use of these goods. Example of goods that are being provided in the offering – If this is a hotel service then toiletries or chocolates are yours to take with you. You the consumer own these and they are yours to take with you. Note: Goods may not always be provided for every Service Offe

What is the difference between Process Owner, Process Manager and Process Practitioner?

I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you. Roles and Responsibilities: Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a set of Policies for governance. Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures (details on how to perform the activity) and the

Search