February 21, 2018

Service Modelling: a digital footprint of your ITSM plan

Service integration and management (SIAM) has become the key to managing the lifecycle of all IT services under one umbrella. We are now seeing a rapid shift towards outsourced methodologies that are changing the many skills required in this new world of managing IT service delivery.

Why is service design important?

Consider a modern business problem. There is a proliferation of people, devices, products and services, but seemingly no way to manage their ever-expanding use. Not too long ago, IT provided to employees all the tools and services required to get their jobs done. Today, however, BYOD policies, whether implicit or explicit, have rendered obsolete the “Wild West” approach to IT management.

Businesses need an explicit set of principles to align the needs of the business with IT.

Enter Service Integration and Management, or SIAM.

Putting SIAM into practice means an alignment of what IT is delivering and how the business operates, and especially with enterprise customers. You can see this most clearly through the performance reporting of services. With many service providers operating in isolation, it’s become essential to create clear definitions for managing how those providers deliver IT services.

What’s included in a service design?

What are the tools – and methods – businesses can use to transition into this new business environment? It’s a broad question, and one open to interpretation considering the amount of information available in service design documentation. There are, however, two minimum requirements: A Service Model and a Service Definition.

IT Service Models give you a single reference, encapsulating all the service components. They define and standardise the components and their relationships over the entire lifecycle of an IT service.

Service Definitions work alongside the service model, defining all the required service support information, such as:

  • Service Name
  • Service Description
  • Service Owner
  • Business Hours of Operation
  • Outage Notification Distribution List
  • Primary Support Group.

What does a service model structure look like?

It’s best to devise a generic model covering all component options, with clear definitions, which are hierarchical. The hierarchy may even contain recursive structures. The example below illustrates this structure:


What needs to happen before completing a Service Model?

There are a number of lead-up activities you need to perform before implementing your service model. They’ll prove whether the model is workable.

Attribute Alignment: You’ll need to map attributes in the service model to your service management toolsets and toolset components. This will allow you to align the attribute definitions and categorisation.

Scalability/Complexity Testing: It’s important to benchmark test your Service Model against your most complex service – whether it’s available now or in the planning stages. This will validate your model even further.

Prioritising Service Rollout: You may want to roll out the most complex or high-profile services first, but we think it’s best to proceed by bearing in mind the following broad criteria:

  • Business impact
  • Current service performance
  • Service complexity
  • Service maturity.

Stakeholder Communication: Implementing a service design has great impact across your organisation, and you’ll need a communication plan for all stakeholders. Use experienced communications specialists inside your organisation as a first line of action in your plan.

Contact us today

For fuller discussion of Service Modelling, download our white paper here. Then, contact us. We at Optimus Australia are excited to help you put your Service Model in action.