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

Four Service Characteristics

Recently I came across several articles by researchers and experts that laid out definitions and characteristics of services. ITIL provides us with a definition that can help drive the creation of value-laden services: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An area that ITIL is not so clear is in terms of service characteristics. Several researchers and experts put forth that services have four basic characteristics (IHIP): Intangibility—Services are the results of actions not things. They have no physical presence and represent a logical set of elements. One way to think of service is “work done for others.” Heterogeneity—Also known as “variability”; services are unique items because of the mechanisms used to deliver services, which is people. Because the people element adds variability, the service is variable. This holds true, especially for the value proposition—not eve...

What Is A Service Offering?

The ITIL 4 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 1. 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. ...

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

This article was originally published in 2015. With the Introduction of ITIL 4, some of this best practice has changed. See ITIL 4 and the Evolving Role of Roles . Updated Definitions in ITIL 4: Process Owner: In ITIL 4, the concept of 'processes' has expanded into broader 'practices.' Consequently, the Process Owner is now often referred to as the 'Practice Owner.' This individual is accountable for the overall design, performance, integration, and improvement of a specific practice within the organization. They ensure that the practice achieves its intended outcomes and aligns with the organization's objectives. Process Manager: Now commonly known as the 'Practice Manager' in ITIL 4, this role is responsible for the day-to-day management of the practice. The Practice Manager ensures that activities are carried out as intended, manages resources assigned to the practice, and oversees the practitioners performing the work. Process Practit...

Search