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| Service management as a practice

Presentation Portals IT governance Quality Services view Asset and Service desk Self-service
layer scorecards view management configuration and support view
dashboards view view view
reports

Search, browse, retrieve, update, publish, subscribe, collaborate

Knowledge Query and Monitoring

processing analysis Reporting Performance management Modelling and alerting
layer

Service knowledge management base

Information
integration
layer

Integrated CMDB Other integrated data and information

Schema mapping, metadata management, reconciliation, extract, transform, mining

DML Unstructured data

CMDB Service Other External
Data layer CMDB
portfolio structured database
data links
CMDB

CMDB

Discovery, collection, audit

Figure 2.7 Architectural layers of an SKMS

It extends the management horizon and provides a Implementation of a management system also
sustainable long-term approach. provides support for governance (see section 2.3.1).
By understanding the system structure, the Definition: management system (ISO 9001)
interconnections between all the assets and service
components, and how changes in any area will The framework of policy, processes, functions,
affect the whole system and its constituent parts standards, guidelines and tools that ensures
an organization or part of an organization can
over time, a service provider can deliver benefits
achieve its objectives.
such as:
■■ Ability to adapt to the changing needs of
A management system of an organization can
customers and markets
adopt multiple management system standards,
■■ Sustainable performance
such as:
■■ Better approach to managing services, risks,
costs and value delivery ■■ A quality management system (ISO 9001)
■■ Effective and efficient service management ■■ An environmental management system (ISO
■■ Simplified approach that is easier for people to 14000)
use ■■ A service management system (ISO/IEC 20000)
■■ Less conflict between processes ■■ An information security management system
■■ Reduced duplication and bureaucracy. (ISO/IEC 27001)
■■ A management system for software asset
Many businesses have adopted management management (ISO/IEC 19770).
system standards for competitive advantage and
to ensure a consistent approach in implementing Service providers are increasingly adopting these
service management across their value network. standards to be able to demonstrate their service
management capability. As there are common

Service Design BOOK TEL v0_7.indb 16 08/07/2011 17:23