business objectives into measurable IT services. The plan
phase helps close the gap between what
business managers need and expect and what IT delivers.
Benefits of e-Business
When business needs change, IT should adapt and modify
the service offering and IT resources appropriately.
CIOs should mandate the use of a disciplined service
level management process that will lead to agreement on
specific IT services and service levels needed to support
business objectives. IT management can then translate
service definitions and service levels into underlying rules
and priorities that empower and guide IT resources.
Leader: New Roles of a CIO
IT needs a way to measure and track both business level
services and the
underlying capabilities that support the services.
Modern IT-powered Value Chain
Model: Design infrastructure
to optimize business value. The model phase identifies resources
needed to deliver IT services at committed service levels. This
phase involves mapping IT assets,
processes, and resources back to IT services, then
prioritizing and planning resources that support those business
critical services. The bottom line in measuring the success of
alignment is the degree to which IT is working on the things
about which business managers care. That means IT must have
processes in place for prioritizing projects, tasks, and
support. To successfully prioritize resources, IT needs a
service impact model and a centralized configuration and asset
management repository to tie the infrastructure components back
to specific IT services. This combination is essential if IT is
to effectively plan, prioritize, and consistently deliver
services at agreed-upon service levels while also reducing
Manage: Drive results
through consolidated service support. The manage phase enables
the IT staff to deliver promised levels of service.
CIOs can ensure that their organization meets expectations
by providing a single location for business
users to submit all service requests, and by prioritizing those
requests based on pre-defined business priorities. Without a
single point-of-service request, it is difficult to manage
resources to meet agreed-upon service levels. Moreover, without
a method for effectively managing the IT infrastructure and all
changes, the IT staff faces the risk of causing failures. To
ensure the effectiveness of the service desk, the IT staff needs
A method for prioritizing service requests based on business
change management process to minimize the risk of
negatively affecting service level commitments.
An IT event management system to monitor and manage
components that support business critical services.
The underlying operational metrics that enable service
delivery at promised levels, as well as the means for
measuring and tracking the progress of service level
commitments using these metrics.
Measure: Verify commitments
and improve operations. The measure phase improves
cross-organization visibility into operations and service level
Traditional IT management tools operate in
functional silos that confine data collection and
to focused areas of functionality.
They typically relate more to
technology than to business objectives. Component-level metrics
and measures are certainly important for ongoing service
availability. However, to support real-time resource allocation
decisions, these measures must be interpreted in a broader
business context, including their relationship to
business-critical services. Without a business context for
interpreting measures and metrics, isolated functional groups
can't get a holistic view of IT services that support business