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ITIL

Service

Management
Implementation and
Operation

Ahmad K.

Shuja

CRC Press
Taylor & Francis Croup
Boca

CRC Press Is an

Raton

New York

imprint of the

Taylor St Francis Group,
AN

London

AUERBACH

an

lnforma business

BOOK

Contents

Foreword

xxvii

Preface

xxix

Author

xxxi

Content and Structure of /77I: Service

and

Management Implementation

Operation

xxxiii

Audience
PART I
1

xxxvii

ITIL v3 AND ORGANIZATIONAL TRANSFORMATION

Introduction

3

An Overview of BSM

4

Business Vision and Strategy

7

Business Processes

8

Business Services

8

Technical Services

8

Technology Components

9

Service Tree

9

End-to-End BSM

11

The Nature of Business

Enterprises and BSM
Enterprise: A System of Systems
Business Enterprise: The Only Constant Is Change, and Our Nature Is

12

Business

Resist

Change

Business

13

Enterprise: Lives through

a

Complete

Evolution, Transformation, and Governance

Aligning Transformational Drivers
Compliant

Be

Responsible and

Be

Competitive

Internal Drivers

Life

Cycle

14
15
17

External Drivers
Be

13
to

18
19

Ethical

19
19
20

Be Profitable

20

Be Innovative

20

and Technical/IT Services 36 Enabling 38 35 Business Processes Business Service and Business Process Management Management Impacting Service Management Implementation Measuring Business-IT Integration Quality and Maturity of Business and Technical Services (IT Services) Business Process Enablement and Support Business-IT Integration Summary Factors References 3 Service BSM BSM 41 42 42 43 43 43 Management Implementation at a 39 40 Overview 45 Restaurant 48 Mature IT The Organization: Target by Less Mature IT Organizations Siloed Engineering and Development 50 Siloed Technology Management Mismanagement of Service Availability Misalignment with Business Needs 57 Siloed Request Management 58 Siloed Reporting and Communication 58 at a Challenges State Faced 55 57 57 57 Siloed Visions and 59 Siloed 59 Leadership Supplier Management Who Is Impacted by This Siloed Approach? What Can BSM Do 59 Help? 59 Integration Efficient Management of Services Appropriate Organizational Alignment 60 to Business-IT Greater Traceability between IT 60 60 Capabilities and Business Goals Greater Transparency 60 Clear Definition of Channel(s) Available to Right Level of Governance Difficulties Associated with Implementing 60 the Customer to Engage IT 60 60 BSM 61 .2 Summary 22 References 22 Integrating IT with Business 23 ITSM. BSM. Business Services. and Business-IT Integration Positioning IT Organization and Establishing the Vision Level 1: Technology 25 29 30 Level 2: Products/Services 30 Level 3: Customers 31 Level 4: Business 31 Level 5: Value Chain Is Business-IT 31 Integration Right for Us? 33 Aligning Business and IT Strategies Business Process and Business-IT Integration 33 Business Processes.

Cultural Shift and Organizational Change Technology Management vs. Technology Management Balancing between Resources 61 61 62 Firefighting and Innovation 63 Lack of In-House BSM and ITIL Expertise 63 Multiple Independent Silos and Varying Maturity Levels Efforts Required to Improve Service Management Processes 64 64 Longer Turnaround Times ITIL v3 and Common BSM 64 Implementation Practice Problems Associated with the Traditional ITIL 64 Implementation Method Longer Turnaround for Potential Return Key Service on 67 BSM Investments 67 Nontargeted Improvement Investments Ineffective Risk Management Management Implementation Components Service Improvement Service Management 67 67 68 68 Process Improvement 69 Continual Service Improvement 69 Key Inputs Key Activities 69 Output 70 70 Summary 70 Reference 70 PART II ITERATIVE AND INCREMENTAL APPROACH TO IMPLEMENTING BUSINESS SERVICE MANAGEMENT 4 Iterative and Incremental Service-Oriented Service Implementation: Management Introduction An 73 Introduction 74 Purpose ofi2-SOSMI Implementing One "Slice" of BSM Vision at a Time What Does It Mean to Implement a Slice of BSM? 74 Expected 74 75 Benefits 77 The i2~SOSMI Architecture 77 Disciplines 78 Meaning of the Term The 12-SOSMI "Discipline" 80 Disciplines 80 Project Management People and 83 • Organization 83 Continual Service Improvement Institutionalization Business Service Improvement and End-to-End BSM Implementation Service Management Process Improvement BSM Technology Architecture and Integration BSM Technology Delivery Key Components of the Objectives i2-SOSMI Disciplines 83 .. 84 85 85 86 86 86 .. Business Management Service Management vs..

Work Breakdown Structure 86 Workflow 87 Roles 87 Artifact 87 Key Concepts 87 87 Phases 88 Iterations Visualize Iteration 89 Architect Iteration 89 Realize 89 Iteration High-Level i2-SOSMI Iteration Activities Align with Vision and Strategy 89 89 Establish Service Management Foundation Incident Management. Problem Management. and Change Management Service Asset and Configuration Management Service Catalog Management Core Repeatable 91 91 91 93 Activities Analyze Design 93 Implement 94 93 94 94 The i2-SOSMI Patterns The i2-SOSMI Pattern: Business-Value Creation The i2-SOSMI Pattern: The I2-SOSMI Pattern: 5 89 Compliance and Regulation Improvement Hybrid 97 97 Summary 97 References 97 99 Discipline: Project Management Purpose Objectives 100 Work Breakdown Structure 102 Project Management Workflow 102 102 102 Initiate 102 Understand Business and IT Vision Establish a Business-IT Integration Strategy Roadmap 102 102 Purpose Preconditions Activity and Overview 103 103 Activity Details 104 Postconditions 105 Evaluate Risks and Scope 105 Purpose Preconditions Activity 105 Overview Activity Details Postconditions 105 105 105 107 .

Establish Scope Develop 107 Purpose 107 Preconditions 107 Activity Overview 107 Activity Details 108 Postconditions 108 BSM Project Charter 108 Purpose 108 Preconditions 108 Activity Overview Activity Details 108 Postcondition 109 109 Plan 109 Plan the BSM Project 110 110 Purpose Preconditions 110 Activity Activity Details 110 Overview 110 Postcondition Ill Plan for Next Phase Plan for 112 Purpose 112 Preconditions 112 Activity Overview 112 Activity Details 112 Postcondition 113 Next Iteration 113 Purpose 113 Preconditions 113 Overview Activity Activity Details 113 Postconditions 114 114 Execute 114 Manage the Phase 115 Manage the Iteration 115 Purpose 115 Preconditions Activity Overview Activity Details Postconditions and Risks Manage Scope Purpose 115 •••• 115 116 116 116 116 Preconditions 116 Activity Overview Activity Details 116 Postconditions 118 Monitor and Control Monitor and Control 117 118 Project 118 .

.Purpose 118 Preconditions 118 Activity Overview Activity Details 118 Postconditions 119 Evaluate Iteration Results 119 Purpose 119 Preconditions 119 Activity Overview Activity Details 119 Postcondition 120 Ensure Alignment with Business and IT Vision 119 120 Purpose 120 Preconditions 120 Activity Overview Activity Details 120 Postcondition 121 Close 120 121 Close Phase 121 121 Purpose Preconditions Activity Perform Close Overview 121 121 Activity Details 122 Postcondition 122 Project Acceptance Purpose 122 Precondition 123 Activity Overview Activity Details 123 Postcondition 123 122 123 124 Project Purpose 124 Precondition 124 Activity Overview 124 Activity Details Postcondition Primary Roles and Responsibilities Project Manager Executive 124 124 125 125 Sponsor. Management Reviewer 125 Risk Owner 125 ITIL Key 118 Expert Consultant Artifacts 125 126 126 Business Vision Document 126 IT Vision Document 126 IT 126 Strategy Document BSM Business Case 126 .

BSM Project Charter Project Plan BSM Strategy and Road Map Presentation Iteration Assessment Report BSM Work Order 6 127 127 127 129 129 Project Status Report 129 Issue List 129 Summary 129 Reference 129 Discipline: People and Organization 131 Introduction 132 Purpose Objectives 133 Work Breakdown Structure 133 People 135 and 133 Organization Workflow Envision the Organization Define 135 Organizational Principles Purpose 135 137 Preconditions 137 Activity Overview 137 Postcondition 137 Establish Organizational Mission 137 Purpose 139 Preconditions 139 Activity Overview 139 Postcondition Assess Existing Organizational Structures Document AS-IS Organization Analyze Design 139 and Peoples' Competencies 140 Precondition 140 Activity Overview 140 Postcondition 140 AS-IS Organization Purpose 140 Precondition 141 Activity Overview 141 Postcondition 141 Organization Design the TO-BE Organization Purpose and 140 Purpose the Desired Create 139 a 141 141 142 142 Preconditions 142 Activity Overview 142 Postcondition 142 TO-BE Organization Chart and Define and Refine Roles Responsibilities Purpose 142 143 .

Implement Preconditions 143 Activity Overview 143 Postconditions 143 and Manage the Plan the Organizational Transformation 144 Preconditions 144 Activity 144 Overview 144 Postcondition Implement 145 the Organizational Change Continually Review and Align Review 145 145 Organization Performance Purpose 145 146 Preconditions Activity 146 Overview 146 Postcondition 146 Identify Organizational Gaps and Define Opportunities 147 Preconditions 147 Activity Overview 147 147 Align Organization Optimize Primary Roles and Responsibilities Human Resources Manager Human Resources Analyst Communications Manager Key Artifacts Organizational Principles Charter Performance to Organization 148 148 148 148 148 148 148 Chart 148 Organization Assessment Report 149 TO-BE 150 Organization Design TO-BE Organization Document Organizational Change Management Summary 150 Plan 151 151 References 7 147 Purpose Postconditions AS-IS 144 Organizational Change Purpose Discipline: 151 Continual Service Improvement Institutionalization 153 Purpose 155 Objectives 156 Work Breakdown Structure 156 Workflow 156 Plan CSI Assess Existing Quality 157 and Improvement Initiatives 158 Purpose 158 Precondition 158 Activity Overview 159 Postconditions 159 .

Appoint CSI Manager Create CSI Vision and 160 160 Strategy 160 Purpose Preconditions 161 Activity Activity Details 161 Postconditions 161 Overview 161 Create CSI Plan 161 Purpose 162 Preconditions Activity 162 162 Overview Activity Details 162 Postcondition 162 Establish CSI 162 Develop CSI Process 162 Purpose 163 Preconditions 163 Overview 163 Activity Design and Develop CSI Organization Purpose 163 163 Preconditions 163 Activity Overview Activity Details 164 Postcondition 164 Establish Process 164 Management and Performance Monitoring Capabilities Purpose 166 Preconditions 166 Activity Overview Activity Details 166 166 Postcondition 167 Establish Appropriate Channels for Continually Assess and Improve Soliciting New Ideas CSI Performance CSI Operate Identify and Analyze Business Needs Measure and Assess Service and Service Management Process Performance 167 167 167 168 169 Purpose 169 Preconditions 169 Activity Overview 169 Postcondition 170 Identify Opportunities and Plan Continual Improvements Service Management Process Improvement Institutionalize CSI Assess 165 Existing Organizational Purpose 170 170 170 Culture 171 171 Preconditions 171 Activity Overview Activity Details 172 172 .

Postcondition 173 Plan Incremental Behavior Transformations 173 Manage Cultural Change 173 Enable CSI to Drive the Momentum and Maintain the Organizational Right Focus 174 Primary Roles and Responsibilities CSI Manager CSI Process Analyst CSI Process 174 174 174 174 Manager Requestor 174 Key Stakeholder 175 Key Artifacts 175 Quality Initiatives List Quality Assessment Report 175 CSI Vision Document 176 CSI 176 Strategy and 176 Approach CSI Plan 176 CSI Process 176 CSI 176 Organization Design Business Process Management Requirements Document CSI Organizational Integration and Communications Stakeholder Request Business Requirements Document Survey and Interview Findings Service Management Process Performance Data Service Management Process Performance Report Service Performance Data Service Performance Service and Service Organizational 8 177 177 178 178 178 178 Report Management 176 177 178 Process Cultural Assessment Improvement Opportunities Report 178 178 Summary 178 Reference 179 Discipline: Business Service Improvement and End-to-End Business Service Management Implementation 181 Introduction 182 Purpose 188 Objectives 188 Work Breakdown Structure 189 Workflow 189 Plan Business Service Improvement and End-to-End BSM Implementation 189 Identify and Analyze Business Needs 189 Prioritize Services 190 Purpose 190 Preconditions Activity Overview Postcondition 190 190 190 .

Measure and Assess Service and Service Establish and Agree on Management Process Performance Desired Target Performance 192 192 Purpose 193 Precondition 193 Activity Overview 193 Postcondition 193 Identify Opportunities and Plan Continual Improvements Improve and Align Service Strategy Components Assess Service Demand and IT Impact Purpose Preconditions Activity 193 195 196 196 Overview 196 Postconditions Define and Refine Service Vision and 193 196 Strategy Improve Service Design Components Complete and Refine Service Catalog Record Define and Refine Service Level Requirements Build and Refine Service Design Package Purpose 196 197 197 197 197 198 Precondition 198 Activity Overview 198 Activity Details 198 Postcondition 201 Improve Capacity and Availability Management Improve Service Transition Components Optimize Service Asset and Configuration Management Purpose Preconditions Activity Overview Postcondition Build Appropriate Change Models and Standard Changes Improve Service Operations Components Build End-to-End Request Fulfillment 201 201 202 202 202 202 203 203 204 204 Purpose 205 Preconditions 205 Activity Overview 206 Activity Details Postcondition Optimize Event Management Optimize Incident Management Optimize Access Management Primary Roles and Responsibilities Service Manager 206 207 207 207 207 207 207 Service Owner 208 Enterprise Architect 208 Key Artifacts Service 208 Catalog 208 .

Service Level 209 Service 209 Requirement Priority Document Service Improvement Plan Service Level Agreement 209 209 Service Demand Trends and IT 211 Service 211 Capacity Report Design Package Business Requirements Document Organization Assessment Report 212 Service Statistics 212 211 Key Concepts 212 Service Level Agreements. Operational Level Agreements. and Underpinning Contracts Service 212 Catalog. Request Fulfillment. and Service Level IT Request Classification 9 Management 213 213 Summary 216 Reference 216 Discipline: Service Management Process Improvement 217 Introduction 218 Purpose 219 Objectives 219 Work Breakdown Structure 219 Plan Service 222 Management Process Improvement Create PIP 222 Purpose 222 Preconditions Activity 223 Overview 223 Postcondition Identify and Appoint 223 Process Owner Establish Process Vision and Strategy Define Process Vision and Strategy Purpose Overview Postcondition Establish Process 223 223 224 Precondition Activity 223 Policy 224 224 224 224 Purpose 225 Preconditions 225 Activity Overview 225 Postcondition 225 Establish Measurable Targets 225 Preconditions 225 Activity 226 Overview Postcondition Assess AS-IS Process Performance 226 226 Document AS-IS Process 226 Analyze AS-IS Process 226 .

Precondition Activity 227 Overview 227 Postcondition 227 Identify Gaps and Opportunities Assess Gaps Identify Improvement Opportunities Design TO-BE Process and Document-Related Requirements Design Explore TO-BE Process 227 227 227 228 Purpose 228 Preconditions 228 Activity Overview 228 Activity Details 228 Postcondition 228 Process Automation 229 Opportunities Requirements Document Process Automation 229 Purpose Precondition 229 Activity Overview 230 Activity 230 Details 230 Achieve Quick Wins or Quick Fixes Assess Interprocess Dependencies Identify Opportunities for Quick Wins across Other Ensure Alignment with Strategic Improvements Document Quick Win Requirements Primary Roles and Responsibilities Key Artifacts 230 232 Processes 232 232 232 232 233 Process Vision 233 Process 233 Process Strategy Policy Measurable Process 233 Targets 233 Improvement Plan Process Performance Assessment Report 10 227 234 234 Key Concepts 234 Process Maturity Service Management Process Development Boot Camp Prerequisites Steps Summary 234 Reference 237 Discipline: Business and Integration Service 234 236 236 237 Management Technology Architecture 239 Introduction 240 Purpose Objectives 240 Work Breakdown Structure 241 Workflow 240 241 .

Define BSM Technology Strategy and Architecture Technology Strategy Purpose 243 Define BSM 243 Preconditions 243 243 Activity Overview 243 Define the BSM Solution Architecture Assess the AS-IS BSM Technology Understand Roadmap Landscape 244 Architecture (If Applicable) Enterprise Identify Integration Requirements Purpose 245 Preconditions 245 Activity Overview 245 Postcondition 245 245 Analyze TO-BE Process and Desired Review Business Requirements BSM Tools and Assess 245 Capabilities 246 Document Analyze Automation Requirements and Assess Use-Cases Alignment Identify and Assess Existing Components for 246 246 Develop TO-BE BSM Solution Architecture and Related Standards Develop BSM Application and Integration Architecture Develop BSM Data and Information Architecture BSM Infrastructure Architecture 246 247 247 249 Build BSM Solution Architecture PoC 249 Refine BSM Solution Architecture 249 Primary Roles and Responsibilities BSM Technology Architect BSM Technology 250 250 Vendor 250 Key Artifacts BSM Technology Strategy BSM Solution Architecture 250 253 Roadmap BSM Architecture Assessment BSM Solution Architecture Report Options BSM Solution Architecture Document Review Record 11 246 246 Reuse Identify and Assess BSM Tools Develop 244 244 Define Architecture and Integration Requirements Identify 243 253 253 255 255 256 Summary 256 Reference 256 Discipline: Business Service Management Technology Delivery 257 Introduction 258 Purpose 258 Work Breakdown Structure 259 BSM Technology Delivery Workflow Develop Detailed Design of BSM Solution Develop BSM Solution Design Document 259 259 260 .

Implement BSM Solution Develop 261 BSM Solution Integtate BSM Solution Components Components 261 Implement BSM Solution 261 Implement Quick Wins 261 Test BSM Solution 261 Develop Test Plan 262 Test BSM Solution 262 Test 262 Deploy Quick Wins BSM Solution 262 Plan Develop Deployment Develop Support Material Deploy BSM Solution 262 Deploy 263 New Releases Primary Roles and Responsibilities BSM Solution Delivery Manager BSM Solution Designer BSM Solution Implementer BSM Solution Tester 262 262 263 263 263 263 263 Key Artifacts 263 BSM Solution Design Document 263 264 BSM Solution 12 261 Summary 264 Reference 264 Iterative and Incremental Service-Oriented Service Management Implementation Life Cycle: Phases and Iterations Introduction The i2-SOSMI Life Life 265 265 Cycle 268 Objectives Rapid Service Improvement Framework 270 Foundation 273 Purpose Objectives Design 273 Purpose Objectives 285 Cycle Phases and 270 273 285 285 294 Align Purpose 294 Objectives 294 Integrate Purpose Objectives Overview of a Typical Iteration Align with Vision and Strategy 299 299 299 303 303 Establish BSM Foundation 303 The Pattern 303 .

. and Establish CSI Define the BSM Technology Strategy and Develop 304 Plan 307 307 Envision...304 Visualize Iteration Analyze and Envision IT Organization Catalog Management Process Improvement Envision and Create Service Design. Analyze. and Realize Quick Wins Architect Iteration Project. and Iteration Manage Design the TO-BE Organization and Architect TO-BE Service Management 314 Organizational Change . Evaluate.318 Capabilities Processes 319 320 Design and Build Key BSM Solution Components Prototype the BSM Solution Develop CSI Process and Organization 320 Architect and 320 324 Realize Iteration 324 Iteration. Phase. Architect. and Close BSM Achieve Planned Project or Phase as Needed Organizational Alignments Improvements Improvements and Realize End-to-End and Achieve Business Service 325 327 BSM Deploy BSM Solution Establish CSI Technologies and Capabilities Conclusion PART 111 309 318 Plan the Needed Architect Business Service Improvements and End-to-End BSM Build and 309 314 the BSM Manage 309 327 328 328 328 PLANNING AND IMPLEMENTING BUSINESS SERVICE MANAGEMENT 13 Business Service Management Roadmap Introduction Critical 331 331 Aspects of BSM Implementation Vision and Strategy 333 333 Governance 333 People 334 Processes 334 Tools 334 Organization Business-IT Integration Management Horizontally Integrated Service Support Management IT Management Enterprise Architecture Management BSM Implementation Road Map Establishing the BSM Vision 334 335 335 337 337 338 338 . a BSM Architecture Roadmap 308 Plan the BSM 308 Plan Continual 308 Project Improvements and Cultural Change Prioritize and Plan Business Service Improvements Prioritize and Plan Service Management Process Improvements Analyze Business Service and Service Management Process Automation Requirements Identify.

Thriving Ad hoc vs. and Communicating Foundation Maturity Success 339 339 Prioritizing Processes and Services High-Level BSM Roadmap 339 Key BSM Implementation Work Streams Project Management People and Organization Continual Service Improvement Institutionalization Business Service Improvement Service Management Process Improvement BSM Technology Architecture and Integration 339 BSM 339 Technology Delivery 339 341 341 341 342 342 342 Critical Success Factors 14 338 342 Summary 344 References 344 Business Service Management Implementation Planning Introduction 346 Organizational Complexity 346 Organizational Maturity 346 Process 346 Maturity Organizational Culture 347 Regulatory. Organization Factors to and Policy Requirements Size Consider When Building a Detail Plan Senior 348 Management 348 Needed for Survival Don't Want to Fight 349 Fires 349 Anymore Business and IT Drivers Organizational 350 Culture 350 Attitudes (Service-Focused Peoples' Thinking and Customer-Oriented Approach) 350 Surviving vs. Planned and Reactive Middle 350 vs. Measuring.Factors to Consider When Organizational Building a BSM Roadmap Culture 338 Creating. Compliance. Proactive Management Challenge Cultutal Transformation Cannot Be Size and Building the BSM Roadmap 351 351 a "Big Bang" Complexity Service Management Process Maturity Service Management Technological Enablement on 347 347 348 Who Is Asking for It? BSM 345 351 351 352 352 352 Patterns 352 Business Value Creation 354 Implementation Purpose 354 Description 354 .

People Communication 362 Communicating Value to the Business 364 Communication Value to the IT 364 Organizational Change Management Process Change Management Process Automation and Tool Development Understanding the "Big Picture": BSM Architecture Business Architecture and Service Strategy Enterprise Governance Service Architecture and Service Understanding 364 365 365 365 365 367 Design Service Transition 367 367 Operation 367 and 367 Planning for CSI Implementation Project Plan Template BSM Project Charter and Plan Summary 368 References 369 Implementing Business Service Management 371 Iterative and Incremental BSM 371 BSM 15 354 Measuring Implementation Communicating Improvements and 369 369 371 Customer Satisfaction 372 Business Performance 372 Service Performance 372 and Performance People Organization Service Management Process Performance 372 Technology Performance 373 Service Catalog—The Service 373 374 the Service Catalog 376 Preparing for the Definition of the Service Catalog 376 Defining Services 377 Requests 378 Fulfilling Summary Implementation Principles Defining Common Foundation for BSM 373 Service Challenges and Risks 379 380 . People.Service Compliance BSM Hybrid Project Work Common Management and Process Improvements 356 Regulation 359 Streams Challenges or 361 361 Opportunities People 362 Senior 362 Management Organization Technology 362 and Tools 362 Critical Success Factors 362 362 People.

ITIL v3.PART IV 16 OPERATING BUSINESS SERVICE MANAGEMENT Operating Business Service Business and IT: Service Integration Strategy and Service Support and Management and Traceability 383 Planning 383 Delivery Management 385 Service Technology and Automation 385 Measures of Operational Performance 385 Key Aspects of Effective Operations Service Strategy Service Design 387 387 387 Service Transition Testing 389 and Validation 389 Controlling Changes Service 389 Operation Configuration Item Ownership Service Request Management or Request Fulfillment Service Performance Monitoring and Management Other Common Aspects Not Everything Is 390 390 391 394 395 Important Measure and Communicate Vision Process Realizing through Ownership Manage Processes Formal Problem Management Is Important Leadership and Management Are the Foundation Shape the Right Behavior IT Outsourcing and BSM Complete IT Outsourcing Service Desk Outsourcing Option IT Operational Management Outsourcing Option Summary Reference 17 383 395 395 395 400 400 400 400 401 401 401 405 405 405 IT Service Management. Enterprise Architecture. and Service-Oriented Architecture—Effective Enablement of Business Service Management 407 Introduction 408 The Business-IT Gap Problem 408 Business-IT Integration Solution Business Service Management 410 Enterprise Architecture 410 Service-Oriented Architecture Unifying EA. and BSM Extended Service Life Cycle 410 417 421 421 The ESL Model 422 Business Process Innovation and 423 Emerging Technologies Adoption. and Habitation of New Innovations 423 . Diffusion.

xceedure. other process-specific implementation books as well as planning and assess¬ . pre¬ sentation ment templates.com. tools. Integration and Infrastructure Architectures. This material includes a sample IT service catalog. and ITIL v3 Bringing 429 431 EA and BSM Together—Unified Business Architecture and Service Enterprise 428 BSM 436 436 436 Strategy Governance Service Architecture and 436 Design Summary 437 References 437 Appendix A Appendix B Sample C Catalog 439 «Organization Name» Business Service Management Project Charter Appendix IT Service Template 465 «Organization Name» Business Service Management Implementation Project Communication Strategy and Plan Template 491 Index 503 ADDITIONAL ITSM IMPLEMENTATION & SUPPORT MATERIAL Additional support material related to implementing business service and IT service management can be acquired from www. Application.EA—A Component of ESL EA Interfaces with All 426 Components of the Service Life Cycle Role of EA to Ensure Habitation 428 ESL Workflow 429 EA and ITIL v3-Driven Conceptual Organizational Architecture 429 Business Architecture and ITIL v3 Service Enterprise Strategy Enterprise Service.