OK, then what is an /T Service? p A set of related components provided in support of one or more business processes The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a self contained, single, coherent entity. Source: A dictionary of IT Service management Terms, Acronyms and abbreviations
“A set of related components provided in support of one or more business processes. The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a selfcontained, single, coherent entity.” Source: A dictionary of IT Service management Terms, Acronyms and Abbreviations OK, then what is an IT Service?
What is an T Service? FedEx PeoplePeople Processes Processes Technology Technology Public Infrastructure Public Infrastructure
What is an IT Service? IT People Processes Technology Public Infrastructure FedEx People Processes Technology Public Infrastructure
Either your Infrastructure determines your Service Level ○r Your Service level defermines your Infrastructure
Either your Infrastructure determines your Service Level Or Your Service Level determines your Infrastructure
How we gof here 1980s 1990s Today Automating the back the fronto automatin automating the it infrastructure's abilit oftice office to adapt to every business decision Emphasis Emphasis Emphasis Stability Speed Effectiveness Reliability Efficiency + stability Reliabilit Speed + RolT Horizontal architecture Silos of technology inflexible to change, over-provisioned Stable, flexible, supply matches demand
How we got here… Today Automating the IT infrastructure’s ability to adapt to every business decision Emphasis: Effectiveness +Stability +Reliability +Speed +RoIT 1990s Automating the front office Emphasis: Speed Efficiency 1980s Automating the back office Emphasis: Stability Reliability Horizontal architecture stable, flexible, supply matches demand Silos of technology inflexible to change, over-provisioned