Service Model - Successful ITSM and ESM modeling

Your challenge

Many IT and enterprise service organizations face the challenge of clearly defining their services and clearly assigning responsibilities across different areas. A holistic view of the configuration of services and the associated service assets is often lacking. There is also uncertainty as to how service quality can be ensured in the long term and how changes in the service portfolio - whether in IT, HR service management or customer service management - can be managed efficiently.

The solution approach

The ITSM/ESM service model provides a blueprint that shows how service assets interact with customer assets to create real added value. It describes both the structure of services and the dynamics of service delivery. By mapping the configuration items (CIs) and their interactions, a transparent view of the service quality as well as the underlying resources and activities is created. This creates a solid basis for optimizing the service portfolio in a targeted manner and clearly defining responsibilities - whether in IT service management or in areas such as HR service management and customer service management.

Our services

• Phase 1: Initialization

In the initialization phase, the topic of service management is positioned in the overall context of the organization through a strategy workshop. This creates a common understanding of the task, identifies the measures required to achieve the objective and develops a common picture of the service model. In addition, the procedure and documentation (e.g. templates) are determined, the procurement of information is coordinated, the procedure plan is worked out in detail and the necessary training measures are defined. Finally, the working methods and accompanying support measures are agreed in order to create a solid basis for the implementation of ITSM and ESM initiatives.

• Phase 2: Identification

Based on the results from phase 1, all necessary activities are carried out in the identification phase in order to record the relevant services in the respective specialist areas. For this purpose, existing descriptions of the departments are used and brought together in a consolidated service list. At the same time, the IT services are identified together with the specialist departments and compared with the services. This creates a comprehensive overview that takes into account both IT services and enterprise services - for example in HR, customer service or facility management.

• Phase 3: Specification

The specification phase involves coordinating the method for specifying services. The content of the performance and service specifications is determined and the procedure for the specification is defined. The specification is carried out as part of the method transfer so that the specified deliverables and services are created.

• Phase 4: Finalization

In the finalization phase, the services are assigned to the respective services. A GAP analysis is carried out between the service requirements and the internal service provision, and any necessary adjustments are decided and implemented. The result is the complete service model, on the basis of which the service catalog is created, which provides a structured overview of all services offered and plays a central role in service provision.

The results

The ITSM/ESM service model creates a clear, holistic view of service provision. This makes it possible to increase the efficiency of provision and make well-founded decisions about adjustments to the service portfolio. The detailed mapping of service assets and the interactions between the units involved makes service quality measurable and controllable. The result is an optimized service organization that better meets customer needs and clearly regulates responsibilities - both in traditional IT service management and in areas such as HR service management or customer service management.