Customer

Business Facing

Agreements IT Service IT Business

Descriptions Facing Services
SLAs (e.g.
Features
Charges
Options
Service
Etc.) Requests
UCs

IT Support
Services

OLAs

Request For
Changes
IT Facing
 Service Portfolio

Service Catalog

Services
available for
customer
consumption
Services Services
Services in ready to announced for
the pipeline be offered to retirement Services that
under customers have been
development decommissioned

Time
 Yes
Inventory Take Describe New Add as a new
all an what it does Service? Service in the
applications application in 1 sentence Portfolio

No

Add as a new
feature to an
existing Service

Yes No
More Finalize
apps? Portfolio with
the Business
IT Business Facing Services

IT Business Support Services

Hosting Support Services

Strategy and Control Services

Service Service Operational

Technical
Design Transition Management
Management
And Build Support Support
Services
Services Services Services

IT Support Services
 Application As Service – Manage applications end to end

Platform As Service – Manage databases, GIS, Business Intelligence

server, etc.

Infrastructure As Service – Manage servers, network, printers, desktops, etc.

Basic Support Service – Data Center, physical security, racks, ping/power/pipe, up/down
monitoring
 Service
Governance

Service
Service Exception
Communications And Appeals

Service
Vitality
 Service Governance

ITSM Steering Origination Initiation

Group

Yes

Business Review Existing Raise RFCs for Proceed With Review Approve
Liaisons Service Catalog Service Catalog New Service Service Alternatives
For Viability Changes Actions Alternatives ?

Yes No

Service Check Changes Do Service Inventory

Advise/Assist No Identify Potential
Team For Service Changes Exception And
Business Liaisons Service
Catalog/Portfolio Conform Appeals
As Necessary Alternatives
Conformance ?
 Process Exceptions and Appeals

Process
Governance
Escalate
To Componentt

Customer Create Business Review Build Appeal

Accept
Advocates Case For Denial For ITSM
Denial
Process Exception Decision Steering Group
?

No

Process Review Approve

Team Business Case Exception
?
Yes

ITSM Steering No
Review Approved Approve
Group
Process Exception Exception
?
Yes

Process
Vitality
 Service Vitality

Service Service Exceptions Service Exceptions Service Service

Governance And Appeals And Appeals Communications Communications

No

Service Identify Evaluate Fitness Accept Develop Draft Of Review Agree

Yes Yes Update Service
Team Service Request Of Proposed New Service Proposed Feedback On With All Portfolio and
Evaluation Team Service Changes Changes Service Changes Service Changes Feedback Service Catalog
? ?
No

ITSM Steering
No Review
Group No Action Agree On
Proposed
Changes
Service Changes
?

Yes

Service
Communications
 Service Communications

Service Service
Vitality Vitality

No

Business Document Any

Liaisons Yes Review
Feedback Feedback
As Necessary ? Change

Service Assess Identify Impacts Identify Other Determine Develop Service Major No Publish Changes Distribute
Team Impact Of Of Change To Communications Service To Service Change For
Stakeholders For Communications
Service Change Stakeholders Notification Approach Plan Change Portfolio/Catalog Review
?

Yes No

Review Yes Document

ITSM Steering Any
Group Service Feedback As
Feedback
Changes Necessary
?

Service
Vitality
 Service Governance Information Flow

ITSM
Steering
Service Business
Group Planning
Solution Development
Teams
Resolution To
Escalated Escalated
Service Changes Service Changes
and Issues and Issues
Service Portfolio
Business Plans
and Service Catalog
And Strategies

Service
Team

Verification Of Escalated Service

Service Change Escalated Approved/Denied
Fit With Existing Service Changes Conformance
Requests (RFCs) Service Changes Service Changes
Service Portfolio and Issues Reviews
and Catalog and Issues

Business
Liaisons
Service Service Service Service Service
Strategy Design Build Pilot Transition