An integration model for organizing IT service management

Abstract

To develop an architecture for information technology service management (ITSM) and design integrated solutions, it is necessary to establish a common understanding of the key conceptual domains involved in delivering IT services—organization, process, tools, and technology—and how they interrelate. This paper presents an integration model for ITSM practitioners. The model is a framework for organizing the assets that constitute an ITSM design. Using this framework, an organization can document the available set of IT services offered and understand how they are composed from finer-grained services delivered by internal or external providers. Different service designs are supported, depending on the service requirements and organizational context. This integration model is applicable to both in-house IT organizations and IT service providers, regardless of industry or size of enterprise. It may be used by management software vendors to describe the capabilities of their ITSM offerings and to align those with the needs of different customers, by consultants and integrators to develop engagement materials and solution offerings, and by IT service delivery organizations to document their service designs.

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