ITSM Service Model - Successful ITSM Modeling

Your challenge

Many IT 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 maintained and how changes in the service portfolio can be managed efficiently.

The solution approach

The ITSM service model provides a blueprint that shows how service assets interact with customer assets to generate added value. It describes the structure of the services and the dynamics of service delivery. The mapping of configuration items (CIs) and their interactions enables a comprehensive representation of service quality and the underlying resources and activities. This creates a basis for optimizing the service portfolio and clearly defines responsibilities.

Our services

• Phase 1: Initialization

In the initialization phase, a strategy workshop is held to determine the positioning of the topic in the overall context of the IT organization. A common understanding of the task is established, necessary measures to achieve the goal are identified and a common picture of the service model is developed. In addition, the procedure for achieving the objectives and the documentation (templates) are defined. This is followed by the coordination of information procurement, the detailed elaboration of the procedure plan and the definition of training measures. Finally, the working methods and support measures are defined.

• Phase 2: Identification

Based on the results of phase 1, all activities are carried out in the identification phase in order to identify the services in the respective specialist areas. Existing descriptions of the specialist areas are used to create a list of the identified services. Furthermore, the IT services are identified with the department heads and compared with the services so that a comprehensive list of services is created.

• 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 service model creates a clear, overarching view of service delivery, which makes it possible to increase the efficiency of service provision and make informed decisions with regard to changes to the service portfolio. Service quality can be measured and controlled transparently through the detailed presentation of service assets and the interactions of the units involved. This leads to an optimized service organization that is able to better meet customer needs and clearly regulate responsibilities.