Traditionally, IT departments have been managed through technology silos like infrastructure, applications, etc. With the introduction of the latest edition of the Information Technology Infrastructure Library (ITIL 2011 edition), many companies have successfully made the
transition to a culture in which IT manages the services it delivers to its customers. Customers only want the service that IT can provide and actually care little about the underlying
technology that is used. With the advent of cloud-based computing, the role of IT is changing from being primarily focused on “design-build-run” to being a service broker focused on integrating services from many providers.
Many organizations have prepared service catalogs defining the services that they offer. However, most of the services that have been defined in a traditional service catalog are simple infrastructure services such as requesting an email account or requesting a desktop for a new employee. Now, organizations need to define much more complex business facing services to support complex business processes. Moving to this type of service model requires implementation of Service Strategy and Service Design processes as defined in the first and second volumes of ITIL. This model enables IT to provide much more value to the business, but also requires much more attention to how services are designed.
Enfocus Solutions’ software provides comprehensive functionality to support ITIL’s concepts of Service Strategy and Design. Some of the key features of the product include:
Service Portfolio Management
Manage the Service Portfolio through Projects to add, modify, or retire IT Services.
Projects Create Project requests to create, modify, or retire Services.
Business
Objectives Create clear Business Objectives for each Project. Objectives may be created based on ROI Institute’s™ ROI Methodology. Business Case Document a Business Case for each Project so that Business and
Service Owners have complete transparency.
History Maintain a complete history of all Projects and their impacts on Services. Reviews and
Approval Conduct reviews and approvals of Project requests with associated issues and resolutions, and capture which requests were approved or denied.
Collaborative Business Architecture
Maintain a business architecture in a collaborative, distributive manner. For example, Service Owners can maintain information about their Service, Process Owners maintain information about their Processes, and data management groups maintain information about enterprise Data. Services Organize Services into Service Groups and manage a Portfolio of
the Services. Create separate Service Groups for Technical and Business Services.
Business
Processes Link Services to Business Processes. Also, maintain comprehensive information on Business Processes, including activities, RACIs, and continual process improvement data.
Enterprise
Data Capture information on enterprise master Data. Optionally capture how Service Components create, modify, or delete Data using CRUD matrices.
Stakeholder
Personas Create Stakeholder Personas for customers and users, and map the Personas to IT Services. Business
Rules Create Rule Books to maintain information about Business Rules. Rule Books provide an excellent mechanism for service governance. Record
Owners Each architectural record has a record owner who has complete security rights over the architectural component. Record owners are notified if another architectural item (e.g., a Business Process, Business Rule, etc.) or Project impacts their record (e.g., service).
Service Design
Create Service definitions and prepare Service Design Packages using the features described below.
Service Design Coordination
Provide automated support for the Service Design Coordination Process as defined in ITIL.
Service
Governance Track who serves as the Service Owner, Service Manager, and Service Level Manager. Service
SLA, OLA,
and UC Attach Service Level Agreements (SLAs), Operating Level Agreements (OLAs, and Underpinning Contracts (UCs) to Services. Service
Design Package
Maintain comprehensive Service Design Packages as defined in ITIL.
Service
Groups Organize Services into Service Groups for easy access and administration. Service
Features Review complete list of Service Features organized by the Project or imitative that created them. Service
Components Define the Components that make up a IT Service and support reusability of Components between Services. Customer
Personas Document information about customers that buy or consume the Service. Customer
Touchpoints Document Touchpoints of how customers interact with the Service. Designate Touchpoints as Service requests to document all Service requests and organize according to IT Service. Touchpoints can also be used to document buyer touchpoints to identify things such as payments, invoices, credits, etc.
Providers and
Suppliers Services have providers and suppliers. Providers represent the organization, either internal or external, that directly provide the Service to the customer. Suppliers provide support Services and/ or products to the provider organization that underpin the Service being provided. Create Stakeholder Personas for providers and suppliers to track which Services are provided by each supplier or provider.
Service Delivery Information
Capture availability and capacity design information for each Service.
Related
Services Document which Technical Services are needed to provide the Business Service. Related
Data Entities (CRUD)
Track how Service Components update and create Data using a CRUD matrix.
Business
Process Show which Business Processes are supported by the Service and which Business Processes are needed to provide and support the Service.
Requirements Management
Define and manage Requirements using the capabilities explained below. Project
Management Link development Projects to Services.
Features Decompose the Project into a set of Features that can be designed and delivered independently.
Agile and Plan
Driven Support both agile and plan-driven development lifecycles. Inspect and
Adapt Verify and validate deliverables using Lifecycle Events and Verification templates. Electronic
Approvals Conduct reviews and approvals electronically, cutting days off cycle times. Scenarios Have users describe workflow and activities using Scenarios. Use Cases Describe how an IT Service will be used with Use Cases. Requirements Document Functional and Non-Functional Requirements.
Transition
Requirements Use Transition Requirements to document user training needs and Data Conversion Requirements. Service Level
Requirements Document Service Level Requirements using Non-Functional Requirements (NFRs). Requirement
Test Scenarios
and Test Cases Define Test Scenarios and Test Cases and link to Requirements. Fit/Gap
Analysis Use the Requirements to see how well a purchased or cloud-based Service meets the Requirements. Baseline
Requirements Baseline a Requirement Bundle to prevent further modifications or changes. Change
Requests Manage changes to Baselined Bundles with Change Requests. Requirements
Traceability Trace Requirements both forward and backward from the point they were identified through the point they were deployed and included with the service offering.
About Enfocus Solutions
We are an IT professional services and software company servicing organizations as effective agents of change. Our tailored solutions provide everything required to achieve your business goals, including software, training, coaching, and other services. We are passionate about helping our clients make positive changes in their businesses—changes that improve value delivery to customers and bring positive benefits to the bottom line.
Contact Us To Discuss Working Together
Phone: (210) 399-4240 Toll-free: (877) 253-0275
