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Serv
ice
Man
agem
ent
as a
Prac
tice
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
13
Serv
ice
Man
agem
ent
is a
set
of
spec
ializ
ed
orga
niza
tiona
l cap
abili
ties
for
prov
idin
g va
lue
to
cust
omer
s in
the
for
m o
f se
rvic
es
A s
et o
f Fun
ctio
ns a
nd P
roce
sses
for
man
agin
g Se
rvic
esov
er t
heir
Life
cycl
e
Fron
t Met
rics
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etric
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14IT In
fras
truc
ture
Lib
rary
(IT
IL)
Best
pra
ctic
efo
r IT
Ser
vice
Man
agem
ent
that
is in
wid
e in
dust
ry u
sePr
ovid
es d
etai
l for
oth
er in
dust
ry fr
amew
orks
and
st
anda
rds.
For
exa
mpl
eC
OBI
TIS
O/I
EC 2
0000
)Fi
rst
publ
ishe
d by
UK
Gov
ernm
ent
in la
te 1
980s
Upd
ated
to
V2
in 2
000/
2001
Impr
oved
for
inte
rnat
iona
l aud
ienc
eN
ew ty
pes
of s
ervi
ce d
eliv
ery
Upd
ated
to
V3
in 2
007
Life
cycl
e m
odel
Gre
ater
focu
s on
str
ateg
y an
d bu
sine
ss o
utco
mes
Fron
t Met
rics
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etric
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Wha
t ar
e G
ood
Prac
tices
?
15
Goo
d pr
actic
es a
re a
ccep
ted
prac
tices
and
way
s of
doi
ngth
ings
whi
ch h
ave
been
pro
ven
to b
e ef
fect
ive
How
are
goo
d pr
actic
es c
reat
ed?
--In
nova
tions
cre
ated
by
orga
niza
tions
as
they
con
tinua
lly
lear
n an
d ad
apt
to b
e su
cces
sful
--In
nova
tions
gra
dual
ly b
ecom
e be
st p
ract
ices
whe
n ap
plie
d di
ligen
tly
--Be
st p
ract
ices
bec
ome
good
pra
ctic
es w
hen
copi
ed b
y ot
hers
--G
ood
prac
tices
bec
ome
com
mod
itize
d, g
ener
ally
ac
cept
ed p
rinci
ples
, or
regu
lato
ry r
equi
rem
ents
--Fo
rces
org
aniz
atio
ns t
o se
ek n
ew in
nova
tions
to
diff
eren
tiate
the
mse
lves
: new
ser
vice
s, o
pera
ting
mod
els,
sy
stem
s, a
nd p
roce
sses
Fron
t Met
rics
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etric
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Sour
ces
of G
ood
Prac
tices
16
Fron
t Met
rics
Tech
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gies
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etric
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Why
Pub
lic S
tand
ards
Ove
r Pr
opri
etar
y Kn
owle
dge?
17
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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Info
rmat
ion
Tech
nolo
gy P
ersp
ectiv
es
18
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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Goo
d Pr
actic
es f
or S
ervi
ce M
anag
emen
t
19
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V1
Proc
ess
Mod
el
20
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
m
ITIL
V2
Proc
ess
Mod
el
21
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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ITIL
V3
Serv
ice
life
cycl
e
22
Fron
t Met
rics
Tech
nolo
gies
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etric
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Key
Diff
eren
ce V
2 vs
. V3
23
1. K
ey E
volu
tiona
l Cha
nges
in IT
SM
Busi
ness
and
IT
From
Alig
nmen
t to
Inte
grat
ion
From
Val
ue C
hain
Man
agem
ent
to V
alue
Ser
vice
N
etw
ork
Inte
grat
ion
From
Lin
ear
Serv
ice
Cat
alog
ues
to D
ynam
ic S
ervi
ce
Port
folio
sFr
om In
tegr
ated
Pro
cess
es t
o Th
e Se
rvic
e M
anag
emen
t Li
fecy
cle
Fron
t Met
rics
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Key
Diff
eren
ce V
2 vs
. V3
24
2.M
ore
pres
crip
tive
guid
ance
Fron
t Met
rics
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Key
Diff
eren
ce V
2 vs
. V3
25
Fron
t Met
rics
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gies
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etric
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Key
Diff
eren
ce V
2 vs
. V3
26
3.Q
ualif
icat
ion
Sche
me
Fron
t Met
rics
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etric
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27Func
tions
, Rol
es a
nd P
roce
sses
(1
of 2
)
A t
eam
or
grou
p of
pe
ople
and
the
too
ls
they
use
to
carr
y ou
t on
e or
mor
e pr
oces
ses
or a
ctiv
ities
Ro
le A s
et o
f res
pons
ibili
ties,
ac
tiviti
es a
nd a
utho
ritie
s gr
ante
d to
a p
erso
n or
te
am
Fron
t Met
rics
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etric
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28Func
tions
, Rol
es a
nd P
roce
sses
(2
of 2
)Pr
oces
s
A s
et o
f act
iviti
es
desi
gned
to
acco
mpl
ish
a sp
ecifi
c ob
ject
ive.
A p
roce
ss
take
s de
fined
inpu
tsan
d tu
rns
them
into
de
fined
out
puts
. A
pr
oces
s m
ay in
clud
e ro
les,
resp
onsi
bilit
ies,
to
ols
and
man
agem
ent
cont
rols
requ
ired
to
deliv
er t
he o
utpu
tsFr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
29
Imp
rove
Proc
ess
Trig
ger
A P
roce
ss M
odel
Proc
ess
Con
trol
Proc
ess
repo
rt
and
revi
ew
Fron
t Met
rics
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gies
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etric
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30
Trig
ger
Serv
ice
cont
rol &
qua
lity
Dat
a, in
form
atio
n &
kno
wle
dge
Des
ired
outc
ome
Cha
ract
eris
tics
of p
roce
sses
Proc
ess
Fron
t Met
rics
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gies
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etric
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S.M
.A.R
.T M
etho
d
It d
eliv
ers
spec
ific
resu
ltsPr
imar
y re
sults
are
deliv
ered
to c
usto
mer
s or
st
akeh
olde
rsIt
res
pond
s to
spe
cific
eve
nts
.31How
to
reco
gniz
e a
proc
ess
Fron
t Met
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Key
Prin
cipl
es,
Mod
els
and
Con
cept
s
Fron
t Met
rics
Tech
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gies
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etric
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33Serv
ice
Prov
ider
An
orga
niza
tion
supp
lyin
g se
rvic
esto
on
e or
mor
e in
tern
al
cust
omer
s or
ext
erna
l cu
stom
ers
Fron
t Met
rics
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etric
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34RA
CI M
odel
A R
AC
I mod
el c
an b
e us
ed t
o he
lp d
efin
e ro
les
and
resp
onsi
bilit
ies
It id
entif
ies
the
activ
ities
tha
t m
ust
be p
erfo
rmed
al
ongs
ide
the
vario
us in
divi
dual
s an
d ro
les
invo
lved
RA
CI i
s an
acr
onym
for
the
four
mai
n ro
les
of:
R =
Res
pons
ible
The
pers
on o
r pe
ople
res
pons
ible
for
gett
ing
the
job
done
A =
Acc
ount
able
Onl
y on
e pe
rson
can
be
acco
unta
ble
for
each
tas
kC
= C
onsu
lted
The
peop
le w
ho a
re c
onsu
lted
and
who
se o
pini
ons
are
soug
htI =
Info
rmed
The
peop
le w
ho a
re k
ept
up-t
o-da
te o
n pr
ogre
ssFr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
Expa
nsio
n of
RA
CI M
odel
35
A R
AC
I mod
el c
an b
e ex
pand
to
RA
SCI m
odel
:S
= S
uppo
rtiv
e Th
e pe
ople
who
can
sup
port
for
a
task
.
Fron
t Met
rics
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36Exam
ple
RA
CI M
odel
Dire
ctor
Se
rvic
e M
anag
emen
t
Serv
ice
Leve
l M
anag
erPr
oble
m
Man
ager
Secu
rity
M
anag
erPr
ocur
emen
t M
anag
er
Act
ivity
1A
RC
II
C
Act
ivity
2A
RC
CC
Act
ivity
3I
AR
IC
Act
ivity
4I
AR
I
Act
ivity
5I
IA
CI
Fron
t Met
rics
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etric
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37Proc
ess
Ow
ner
Res
pons
ible
for:
Ass
istin
g w
ith P
roce
ss
Des
ign
Doc
umen
ting
the
proc
ess
Mak
ing
sure
the
pro
cess
is
bei
ng p
erfo
rmed
as
docu
men
ted
Mak
ing
sure
the
pro
cess
m
eets
its
aim
sM
onito
ring
and
im
prov
ing
the
proc
ess
over
tim
eFr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
38Serv
ice
Ow
ner
The
Serv
ice
Ow
ner
is
resp
onsi
ble
to t
he
Cus
tom
er fo
r a
part
icul
ar
serv
ice
Initi
atio
n an
d tr
ansi
tion
Ong
oing
mai
nten
ance
and
su
ppor
t M
onito
ring
and
repo
rtin
gId
entif
ying
impr
ovem
ent
oppo
rtun
ities
Prim
e cu
stom
er c
onta
ct
Fron
t Met
rics
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etric
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39Supp
liers
and
Con
trac
tsSu
pplie
rA
thir
d pa
rty
resp
onsi
ble
for
supp
lyin
g go
ods
or s
ervi
ces
Thes
e ar
e re
quir
ed b
y th
e se
rvic
e pr
ovid
er t
o en
able
th
em t
o de
liver
ser
vice
sC
ontr
act
Ale
gally
bin
ding
agre
emen
t be
twee
n tw
o or
mor
e pa
rtie
sto
sup
ply
good
s or
ser
vice
s
Fron
t Met
rics
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40Serv
ice
Port
folio
Fron
t Met
rics
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gies
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etric
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41Serv
ice
Cat
alog
Part
of t
he S
ervi
ce P
ortf
olio
Serv
ices
ava
ilabl
e fo
r de
ploy
men
t or
use
Info
rmat
ion
to b
e sh
ared
with
cus
tom
ers
Busi
ness
Ser
vice
Cat
alog
Serv
ices
of i
nter
est
to c
usto
mer
sTe
chni
cal S
ervi
ce C
atal
ogU
nder
pinn
ing
serv
ices
of i
nter
est
to IT
Fron
t Met
rics
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gies
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etric
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42Ris
k M
anag
emen
t an
d A
naly
sis
Def
ine
a fr
amew
ork
Embe
d an
d re
view
Iden
tify
the
risks
Gai
n as
sura
nces
ab
out
effe
ctiv
enes
s
Iden
tify
prob
able
ris
k ow
ners
Impl
emen
t re
spon
ses
Eval
uate
the
ris
ks
Set
acce
ptab
le le
vels
of
risk
Def
ine
a fr
amew
ork
Ris
k m
anag
emen
tR
isk
anal
ysis
Fron
t Met
rics
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gies
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etric
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43
Oth
er t
eam
s,
e.g.
Sec
urity
Cus
tom
er
requ
irem
ents
Busi
ness
re
quire
men
ts
Plan
, Do,
Che
ck, A
ct M
odel
Requ
est
for
new
or
chan
ged
serv
ices
Oth
er p
roce
ss,
busi
ness
, su
pplie
r, cu
stom
er
PLA
NPl
an s
ervi
cem
anag
emen
t&
serv
ices
Man
agem
ent
Resp
onsi
bilit
y DO
Impl
emen
t & r
unse
rvic
e m
anag
emen
t&
ser
vice
Che
ckM
onito
r, m
easu
re
&re
view
Act
Con
tinuo
usim
prov
emen
t
Cus
tom
er
satis
fact
ion
Team
& p
eopl
e sa
tisfa
ctio
n
New
or
chan
ged
serv
ice
Oth
er p
roce
ss,
Busi
ness
, Sup
plie
r, cu
stom
er
Busi
ness
res
ults
Fron
t Met
rics
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etric
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44Gov
erna
nce
Cor
pora
te C
ompl
ianc
e
IT S
ervi
ceM
anag
emen
t
Cor
pora
te
Gov
erna
nce
IT G
over
nanc
e
IT C
ompl
ianc
e
Esta
blis
hes,
ena
bles
and
exe
cute
s th
e IT
str
ateg
y.Es
tabl
ishe
s an
d op
erat
iona
l mod
el t
o as
sure
hig
h-q
ualit
y, c
ompl
iant
IT s
ervi
ce p
rovi
sion
s.En
sure
s ef
fect
ive
key
resu
lt ar
eas.
Ass
ures
adh
eren
ce t
o le
gal,
indu
stria
l and
regu
lato
ry re
quire
men
ts.
Ass
ures
the
des
ign
and
oper
abili
ty o
fIT
pol
icie
s, p
roce
sses
and
key
con
trol
s.
Ensu
res
the
prov
isio
n of
a c
orpo
rate
str
ateg
y an
d bu
sine
ss p
lan.
Est
ablis
hes
the
corp
orat
e po
licie
s an
den
able
s th
e st
rate
gic
dire
ctio
n, o
bjec
tives
, crit
ical
succ
ess
targ
ets
and
key
resu
lts a
reas
.
Esta
blis
hes
IT p
olic
y, s
tand
ards
and
prin
cipl
esan
d as
sure
s al
ignm
ent
of IT
str
ateg
y to
corp
orat
e bu
sine
ss s
trat
egy.
Fron
t Met
rics
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etric
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45Gov
erna
nce
Lega
l and
reg
ulat
ory
requ
irem
ents
Elec
tron
ic L
edge
r St
orag
e La
w (J
apan
)
J-SO
X (J
apan
)
Can
adia
nEl
ectr
onic
Evid
ence
Act
SEC
17a
-4(U
SA)
HIP
AA
(U
SA)
FDA
21
CR
F Pa
rt 1
1ISO
18
501/
1850
9
Sarb
anes
-Oxl
ey A
ct
(USA
)
AIP
A (I
taly
)
GD
PdU
& G
oBS
(Ger
man
y)
BSI P
D00
08 (
UK)
Publ
icRe
cord
sO
ffic
e (U
K)
NF
Z 42
-013
(Fra
nce)
Fina
ncia
lSe
rvic
esA
utho
rity
(UK)
Base
l II
Cap
ital
Acc
ord
Fron
t Met
rics
Tech
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gies
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etric
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The
Serv
ice
Life
cycl
e
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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m
47
Serv
ice
Des
ign
Serv
ice
ITIL
Serv
ice
Stra
teg
y
Serv
ice
Ope
ratio
n
Serv
ice
Des
ign
Con
tinua
l Ser
vice
Impr
ovem
ent Se
rvic
eTr
ansi
tion
Serv
ice
Fram
ewor
k
Fron
t Met
rics
Tech
nolo
gies
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etric
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48Hig
h Le
vel S
ervi
ce L
ifecy
cle
Mod
el
Fron
t Met
rics
Tech
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gies
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etric
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49
Serv
ice
ITIL
Serv
ice
Stra
teg
y
Serv
ice
Stra
tegy
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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Con
tent
Intro
duct
ion
and
Key
Con
cept
sFo
ur m
ain
activ
ities
in s
ervi
ce s
trata
gyD
efin
e th
e M
arke
tD
evel
op th
e of
ferin
gsS
ervi
ce P
ortfo
lio M
anag
emen
t
Dev
elop
stra
tegi
c as
sets
Dem
and
Man
agem
ent
Pre
pare
for e
xecu
tion
Fina
ncia
l Man
agem
ent
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
s.co
m
Intr
oduc
tion
Stra
tegy
Serv
ice
Stra
tegy
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
52Serv
ice
Stra
tegy Th
e Se
rvic
e St
rate
gy v
olum
e pr
ovid
es
guid
ance
on
how
to
desi
gn, d
evel
op,
and
impl
emen
t se
rvic
e m
anag
emen
t no
t on
ly a
s an
org
aniz
atio
nal
capa
bilit
y bu
t al
so a
s a
stra
tegi
c as
set.
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
53Serv
ice
Stra
tegy
Goa
lsTo
und
erst
and
wha
t se
rvic
es s
houl
d be
off
ered
to
supp
ort
the
orga
nisa
tion.
To b
egin
set
ting
polic
ies
and
obje
ctiv
es fo
r th
e pr
ovis
ion
of s
ervi
ces
in s
uppo
rt o
f the
bus
ines
s ar
eas.
To u
nder
stan
d ho
w t
o cr
eate
val
ue fo
r an
org
anis
atio
n.To
off
er a
dvic
e on
str
ateg
ic in
vest
men
ts, a
ndTo
und
erst
and
how
to
defin
e se
rvic
e qu
ality
.
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Val
ue t
o bu
sine
ssO
rgan
izat
ions
alr
eady
pra
ctic
ing
ITIL
may
use
thi
s pu
blic
atio
n to
gui
de a
str
ateg
ic r
evie
w o
f th
eir
ITIL
-ba
sed
serv
ice
man
agem
ent
capa
bilit
ies
and
to
impr
ove
the
alig
nmen
t be
twee
n th
ose
capa
bilit
ies
and
thei
r bu
sine
ss s
trat
egie
s.
This
vol
ume
of IT
IL e
ncou
rage
s re
ader
s to
sto
p an
d th
ink
abou
t w
hyso
met
hing
is t
o be
don
e be
fore
th
inki
ng o
f how
. Ans
wer
s to
the
firs
t ty
pe o
f
Serv
ice
Stra
tegy
exp
ands
the
sco
pe o
f the
ITIL
fr
amew
ork
beyo
nd t
he t
radi
tiona
l aud
ienc
e of
IT
Serv
ice
Man
agem
ent
prof
essi
onal
s.Fr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.155Se
rvic
e St
rate
gyKe
y co
ncep
tsSe
rvic
e Po
rtfo
lioSe
rvic
e ca
talo
gU
tility
and
War
rant
yM
arke
t Sp
ace
Out
com
eC
onst
rain
tsR
esou
rce
and
Cap
abili
tySe
rvic
e V
alue
Serv
ice
Mod
elSe
rvic
e Pr
ovid
erD
eliv
ery
Mod
el O
ptio
nsBu
sine
ss C
ase
Ris
kFr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
Serv
ice
Port
folio
56
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Util
ity, W
arra
nty,
Mar
ket
Spac
eA
ser
vice
is a
mea
ns o
f de
liver
ing
valu
e to
cus
tom
ers
by
faci
litat
ing
outc
omes
cus
tom
ers
wan
t to
ach
ieve
wit
hout
the
ow
ners
hip
of
spec
ific
cos
ts a
nd r
isks
.
Mar
ket
Spac
eA
mar
ket
spac
e is
def
ined
by
a se
t of
bus
ines
s ou
tcom
es,
whi
ch c
an b
e fa
cilit
ated
by
a se
rvic
e.
Mar
ket
spac
es d
efin
ed in
ter
ms
of o
utco
mes
des
ired
by
cust
omer
s.
Util
ity:
Util
ity is
mea
sure
d on
the
basi
s of
th
e
War
rant
y:
War
rant
y is
mea
sure
d in
term
s of
th
e le
vels
of A
vaila
bilit
y, C
apac
ity,
Con
tinui
ty a
nd S
ecur
ity
Valu
e C
reat
ion
The
basi
s of
diff
eren
tiatio
n in
the
Mar
ket S
pace
+=
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Out
com
e
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Con
stra
int
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Res
ourc
e an
d C
apab
ility
Cap
abili
ty: T
he a
bilit
y of
an
org
aniz
atio
n, p
erso
n,
proc
ess,
app
licat
ion,
co
nfig
urat
ion
item
or
IT
serv
ice
to c
arry
out
an
activ
ity.
A1
Man
agem
ent
A2
Org
aniz
atio
nA
3Pr
oces
ses
A4
Kno
wle
dge
Fina
ncia
l cap
ital
A9
Infr
astr
uctu
reA
8A
pplic
atio
nA
7In
form
atio
nA
6
peop
leA
5pe
ople
Cap
abili
ties
Res
ourc
es
Reso
urce
: A g
ener
ic
term
tha
t in
clud
es IT
In
fras
truc
ture
, peo
ple,
m
oney
or
anyt
hing
els
e th
at m
ight
hel
p to
de
liver
an
IT s
ervi
ce.
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Serv
ice
valu
e:-- --
Cus
tom
er p
erce
ptio
ns a
re in
fluen
ced
by:
--A
ttri
bute
s of
a s
ervi
ce t
hat
are
indi
catio
ns o
f val
ue--
Pres
ent
or p
rior
exp
erie
nces
with
sim
ilar
attr
ibut
es--
Rel
ativ
e en
dow
men
t of
com
petit
ors
and
othe
r pe
ers
---i
mag
e or
act
ual m
arke
t po
sitio
n (e
.g. b
eing
an
inno
vato
r, m
arke
t le
ader
, and
ris
k-ta
ker)
Def
init
ion
and
dif
fere
ntia
tion
of
serv
ice
valu
e
Serv
ice
Val
ue
62
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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m
Serv
ice
Mod
elSe
rvic
e m
odel
s co
dify
the
ser
vice
str
ateg
y fo
r a
mar
ket
spac
e.
They
are
blu
epri
nts
for
serv
ice
man
agem
ent p
roce
sses
and
fu
nctio
ns to
com
mun
icat
e an
d co
llabo
rate
on
valu
e cr
eatio
n.
Serv
ice
Mod
els
desc
ribe
how
ser
vice
ass
ets
inte
ract
with
cu
stom
er a
sset
s an
d cr
eate
val
ue fo
r a
give
n po
rtfo
lio o
f co
ntra
cts
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.164Se
rvic
e M
odel
Gra
phic
al r
epre
sent
atio
n of
the
com
pone
nts
that
m
ake
up a
ser
vice
Doc
umen
ts w
orkf
low
and
de
pend
enci
esU
sed
to s
uppo
rt d
esig
n,
anal
ysis
and
co
mm
unic
atio
n
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.165Se
rvic
e Pr
ovid
erA
n or
gani
zatio
n su
pply
ing
serv
ices
to
one
or m
ore
inte
rnal
cus
tom
ers
or e
xter
nal c
usto
mer
sTy
pe 1
Inte
rnal
Embe
dded
in t
he b
usin
ess
unit
it se
rves
Type
2Sh
ared
Prov
ide
serv
ices
to
mul
tiple
bus
ines
s un
itsTy
pe 3
Exte
rnal
Prov
ide
serv
ices
to
man
y cu
stom
ers
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.166D
eliv
ery
Mod
el o
ptio
nsD
eliv
ery
Stra
teg
yD
escr
iptio
n
Inso
urci
ngU
tiliz
ing
inte
rnal
org
aniz
atio
nal r
esou
rces
for
all
stag
es in
the
life
cycl
e
Out
sour
cing
Util
izin
g t
he r
esou
rces
of
an e
xter
nal o
rgan
izat
ion
or o
rgan
izat
ions
Co-
sour
cing
The
com
bina
tion
of In
sour
cing
and
Out
sour
cing
to
co-s
ourc
e ke
y el
emen
ts
with
in t
he li
fecy
cle
Part
ners
hip
or M
ulti-
sour
cing
Form
al a
rran
gem
ent
betw
een
2 or
mor
e or
gan
izat
ions
to
wor
k to
get
her.
Focu
s on
str
ateg
ic p
artn
ersh
ips
to le
vera
ge
expe
rtis
e or
mar
ket
oppo
rtun
ities
Busi
ness
Pro
cess
Out
sour
cing
(BP
O)
Form
al a
rran
gem
ent
betw
een
two
orga
niza
tions
to
relo
cate
and
man
age
an
entir
e bu
sine
ss f
unct
ion
(for
exa
mpl
e pa
yrol
l, ca
ll-ce
ntre
) fr
om a
low
-cos
t lo
catio
n
App
licat
ion
Serv
ice
Prov
isio
nFo
rmal
ag
reem
ent
with
an
App
licat
ion
Serv
ice
Prov
ider
(A
SP)
to
prov
ide
shar
ed
-so
ftw
are/
appl
icat
ions
)
Know
ledg
e Pr
oces
sO
utso
urci
ng (
KPO
)Pr
ovis
ion
of d
omai
n ba
sed
pro
cess
es a
nd b
usin
ess
expe
rtis
e re
qui
ring
ad
vanc
ed
anal
ytic
al a
nd s
peci
alis
t sk
ills
from
the
out
sour
cer
Fron
t Met
rics
Tech
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gies
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etric
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m
Busi
ness
Cas
eA
bus
ines
s ca
se is
a d
ecis
ion
supp
ort
and
plan
ning
to
ol t
hat
proj
ects
the
like
ly c
onse
quen
ces
of a
bu
sine
ss a
ctio
n.
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Ris
k an
d M
oR
Embe
d an
d re
view
Gai
n as
sura
nces
ab
out e
ffect
iven
ess
Impl
emen
tre
spon
ses
Def
ine
afr
amew
ork
Iden
tify
the
risks
Iden
tify
prob
able
ris
k ow
ners
Eval
uate
the
risks
Set a
ccep
tabl
e le
vels
of r
isk
Iden
tify
suita
ble
resp
onse
s to
risk
Ris
k m
anag
emen
tR
isk
anal
ysis
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Stra
tegy
Gen
erat
ion
Proc
esse
sD
efin
e th
e M
arke
tD
evel
op t
he o
ffer
ings
Serv
ice
Port
folio
Dev
elop
str
ateg
ic a
sset
sD
eman
d M
anag
emen
t
Prep
are
for
exec
utio
n
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.170St
rate
gy G
ener
atio
n Pr
oces
sD
efin
e th
e m
arke
t U
nder
stan
d th
e cu
stom
er a
nd o
ppor
tuni
ties,
cla
ssify
an
d vi
sual
ize
serv
ices
ho
w t
hey
crea
te v
alue
and
in
wha
t con
text
Eval
uate
the
serv
ices
you
cou
ld p
oten
tially
off
er, a
nd
who
you
may
be
able
to
offe
r th
em t
o!
Dev
elop
the
off
erin
gsde
fine
the
mar
ket
spac
e an
d de
fine
the
serv
ices
bas
ed
on w
hat i
s va
luab
le t
o th
e cu
stom
erC
ontin
ue to
form
ulat
e th
e se
rvic
es y
ou t
hink
it w
ill b
e w
orth
whi
le p
ursu
ing
Util
ity a
nd W
arra
nty
are
cons
ider
ed a
t th
is s
tage
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.171St
rate
gy G
ener
atio
n Pr
oces
s (C
ont.)
Dev
elop
str
ateg
ic a
sset
sin
crea
se t
he s
ervi
ce a
nd p
erfo
rman
ce p
oten
tial o
f the
or
gani
zatio
n, t
reat
IT s
ervi
ce m
anag
emen
t as
a s
trat
egic
as
set
Look
for
oppo
rtun
ities
to
expl
oit
your
ser
vice
s an
d ca
pabi
litie
s (t
o al
low
mor
e se
rvic
es t
o m
ore
cust
omer
s)D
evel
op S
ervi
ce M
anag
emen
t so
tha
t it
beco
mes
a s
trat
egic
as
set
Prep
are
for
exec
utio
ndo
a s
trat
egic
ass
essm
ent
to f
ind
wha
t co
re d
iffer
entia
tions
al
read
y ex
ist
Take
all
the
nece
ssar
y st
eps
to e
nsur
e th
at w
e ar
e re
ady
to
go a
head
and
it is
wor
thw
hile
doi
ng s
o
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Def
ine
the
mar
ket
Serv
ices
and
Str
ateg
yTh
e C
usto
mer
The
Opp
ortu
nitie
sC
lass
ifica
tion
and
Vis
ualis
atio
n
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Serv
ice
and
stra
tegy
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Cus
tom
er a
nd O
ppor
tuni
ty
reso
urce
sO
ppor
tuni
ty:
Und
erst
and
busi
ness
pro
cess
brea
k ou
tcom
es in
to o
bjec
tive,
met
rics
and
desi
red
outc
ome
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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m
Cla
ssifi
catio
n an
d vi
sual
izat
ion
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Cla
ssifi
catio
n an
d vi
sual
izat
ion
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Dev
elop
the
off
erin
gsM
arke
t Sp
ace
a se
t of
bus
ines
s ou
tcom
es th
at c
usto
mer
s de
sire
, and
w
hich
can
be
faci
litat
ed b
y a
serv
ice
Out
com
e-ba
sed
Def
initi
on o
f Se
rvic
esin
volv
es m
anag
ers
plan
ning
and
exe
cutin
g al
l asp
ects
of
Serv
ice
Man
agem
ent e
ntire
ly fr
om t
he p
ersp
ectiv
e of
Util
ity a
nd w
arra
nty
Serv
ice
Port
folio
Why
sho
uld
a cu
stom
er b
uy t
hese
ser
vice
s?W
hy s
houl
d th
ey b
uy t
hese
ser
vice
s fr
om u
s?W
hat a
re t
he p
ricin
g or
cha
rgeb
ack
mod
els?
Wha
t are
our
str
engt
hs a
nd w
eakn
esse
s, p
rior
ities
and
ris
k?H
ow s
houl
d ou
r re
sour
ces
and
capa
bilit
ies
be a
lloca
ted?
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.178Se
rvic
e Po
rtfo
lio M
anag
emen
t
Obj
ectiv
esBa
sic
Con
cept
sA
ctiv
ities
Rol
es
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.179Se
rvic
e Po
rtfo
lio M
anag
emen
t O
bjec
tives
Dec
ide
wha
t se
rvic
es t
o of
fer
Und
erst
and
Why
shou
ld a
cus
tom
er b
uyth
ese
serv
ices
?W
hysh
ould
the
y bu
yth
ese
serv
ices
from
us?
Prov
ide
dire
ctio
n to
Ser
vice
Des
ign
So t
hey
can
man
age
and
fully
exp
loit
the
serv
ices
into
the
fu
ture
Fron
t Met
rics
Tech
nolo
gies
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etric
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m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.180Se
rvic
e Po
rtfo
lio M
anag
emen
t Ba
sic
conc
epts
Busi
ness
Ser
vice
A s
ervi
ce t
hat
dire
ctly
sup
port
s a
busi
ness
pro
cess
IT S
ervi
ceA
ser
vice
tha
t th
e bu
sine
ss d
oes
not
thin
k of
in b
usin
ess
cont
ext
or s
eman
tics
Busi
ness
Ser
vice
Man
agem
ent
Con
side
ring
serv
ice
man
agem
ent i
n te
rms
of b
usin
ess
proc
esse
s an
d bu
sine
ss v
alue
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.181Se
rvic
e Po
rtfo
lio M
anag
emen
t A
ctiv
ities
Serv
ice
Stra
tegy
Def
ine
Inve
ntor
ies
Busi
ness
Cas
e
Ana
lyze
Valu
e pr
opos
ition
Prio
ritiz
atio
n
App
rove
Serv
ice
Port
folio
Aut
hori
zatio
n
Cha
rter
Com
mun
icat
ion
Reso
urce
allo
catio
nFr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.182Se
rvic
e Po
rtfo
lio M
anag
emen
t R
oles
Prod
uct
Man
ager
Ow
n an
d m
anag
e a
set
of r
elat
ed s
ervi
ces
Eval
uate
mar
ket
oppo
rtun
ities
and
cus
tom
er n
eeds
Cre
ate
busi
ness
cas
esPl
an n
ew s
ervi
ce d
evel
opm
ent
prog
ram
sBu
sine
ss R
elat
ions
hip
Man
ager
Iden
tify
and
docu
men
t cu
stom
er n
eeds
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Dev
elop
str
ateg
ic a
sset
sC
lose
d lo
op c
ontr
ol s
yste
mSe
rvic
e po
tent
ial a
nd p
erfo
rman
ce p
oten
tial
Dem
and
man
agem
ent
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Clo
sed
loop
con
trol
sys
tem
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.185D
eman
d M
anag
emen
t
Obj
ectiv
es
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.186D
eman
d M
anag
emen
tO
bjec
tives
and
bus
ines
s va
lue
Und
erst
and
cust
omer
req
uire
men
ts fo
r se
rvic
es a
nd
how
the
se v
ary
over
the
bus
ines
s cy
cle
Ensu
re t
he p
rovi
sion
of a
ppro
pria
te le
vels
of s
ervi
ceBy
var
ying
pro
visi
on o
r in
fluen
cing
cus
tom
er d
eman
dEn
sure
tha
t th
e W
arra
nty
and
Util
ity w
e of
fer
mat
ches
th
e cu
stom
er n
eeds
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.187D
eman
d M
anag
emen
tBa
sic
conc
epts
(1 o
f 3)
Cor
e Se
rvic
eA
n IT
Ser
vice
tha
t de
liver
s ou
tcom
es d
esir
ed b
y on
e or
m
ore
cust
omer
s Su
ppor
ting
Serv
ice
A s
ervi
ce t
hat
enab
les
or e
nhan
ces
a co
re s
ervi
ce. F
or
exam
ple
A d
irec
tory
ser
vice
or
a ba
ckup
ser
vice
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.188D
eman
d M
anag
emen
tBa
sic
conc
epts
(2 o
f 3)
Patt
ern
of B
usin
ess
Act
ivity
(PBA
)W
orkl
oad
prof
ile o
f one
or
mor
e bu
sine
ss a
ctiv
ities
Var
ies
over
tim
eR
epre
sent
s ch
angi
ng b
usin
ess
dem
ands
Use
r Pr
ofile
Patt
ern
of u
ser
dem
and
for
IT S
ervi
ces
Each
use
r pr
ofile
incl
udes
one
or
mor
e PB
As
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.189D
eman
d M
anag
emen
tBa
sic
conc
epts
(3 o
f 3)
Serv
ice
Pack
age
Det
aile
d de
scrip
tion
of a
ser
vice
In
clud
es a
ser
vice
leve
l pac
kage
and
one
or
mor
e co
re
serv
ices
and
sup
port
ing
serv
ices
.Se
rvic
e Le
vel P
acka
geD
efin
ed le
vel o
f util
ity a
nd w
arra
nty
for
a pa
rtic
ular
se
rvic
e pa
ckag
eD
esig
ned
to m
eet
the
need
s of
a P
BA. F
or e
xam
ple
Gol
d, S
ilver
or
Bron
ze s
ervi
ce
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.190D
eman
d M
anag
emen
t R
oles
Busi
ness
Rel
atio
nshi
p M
anag
erD
ocum
ent P
BAs
and
user
pro
files
Iden
tify
corr
ect
serv
ice
leve
l pac
kage
s fo
r th
eir
cust
omer
sId
entif
y un
met
cus
tom
er n
eed
Neg
otia
te w
ith P
rodu
ct M
anag
ers
for
crea
tion
of n
ew
serv
ices
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Prep
are
for
Exec
utio
n Wha
t ar
e ou
r m
ost
dist
inct
ive
serv
ices
and
w
hy?
Whi
ch a
re t
he m
ost
prof
itabl
e se
rvic
es a
nd
why
?W
hich
of o
ur s
take
hold
ers
are
the
mos
t sa
tisfie
d an
d w
hy?
Whi
ch s
take
hold
ers
are
the
mos
t pr
ofita
ble
and
why
?Fr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.192Fi
nanc
ial M
anag
emen
t
Obj
ectiv
es
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Budg
etin
g, A
ccou
ntin
g, C
harg
ing
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.194Fi
nanc
ial M
anag
emen
t O
bjec
tives
and
bus
ines
s va
lue
Fina
ncia
l vis
ibili
ty a
nd a
ccou
ntab
ility
Fina
ncia
l com
plia
nce
and
cont
rol
Enha
nced
dec
isio
n m
akin
gO
pera
tiona
l con
trol
Val
ue c
aptu
re a
nd c
reat
ion
Und
erst
and
the
valu
e of
IT S
ervi
ces
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.195Fi
nanc
ial M
anag
emen
t Ba
sic
conc
epts
(1 o
f 2)
Serv
ice
valu
atio
nC
ost o
f pr
ovid
ing
the
serv
ice
Val
ue to
the
cus
tom
ers
rece
ivin
g th
e se
rvic
eSe
rvic
e in
vest
men
t an
alys
isU
nder
stan
d th
e to
tal l
ifecy
cle
valu
e an
d co
sts
of p
ropo
sed
new
ser
vice
s or
pro
ject
s
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.196Fi
nanc
ial M
anag
emen
t Ba
sic
conc
epts
(2 o
f 2)
Busi
ness
Cas
eA
dec
isio
n su
ppor
t an
d pl
anni
ng to
ol t
hat
pred
icts
ou
tcom
es o
f a
prop
osed
act
ion
Use
d to
just
ify in
vest
men
tsBu
sine
ss Im
pact
Ana
lysi
sU
nder
stan
ding
the
finan
cial
cos
t of
ser
vice
out
ages
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Cos
t M
odel
Exa
mpl
e
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.198Fi
nanc
ial M
anag
emen
t R
oles
All
man
ager
s ha
ve s
ome
finan
cial
res
pons
ibili
tySe
nior
IT M
anag
emen
t ow
n bu
dget
s an
d ar
e ul
timat
ely
resp
onsi
ble
for
deci
sion
sM
any
orga
niza
tions
app
oint
a fi
nanc
ial c
ontr
olle
r to
ov
erse
e da
y-to
-day
fin
ance
sA
ccou
ntin
g de
part
men
t pr
ovid
es g
over
nanc
e fr
amew
ork
and
supp
ort
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Sum
mar
yKe
y co
ncep
tsG
ener
ate
Stra
tegy
Port
folio
Man
agem
ent
Dem
and
Man
agem
ent
Fina
ncia
l Man
agem
ent
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
100
Serv
ice
Des
ign
Serv
ice
ITIL
Serv
ice
Stra
teg
y
Serv
ice
Des
ign
Serv
ice
Des
ign
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
101Se
rvic
e D
esig
n (S
D)
Prov
ides
gui
danc
efo
r th
e de
sign
and
dev
elop
men
t of
ser
vice
san
dSe
rvic
e M
anag
emen
t pr
oces
ses
The
scop
e in
clud
es n
ew s
ervi
ces,
and
the
cha
nges
and
im
prov
emen
tsne
cess
ary
to in
crea
se o
r m
aint
ain
valu
eto
cust
omer
s ov
er t
he li
fecy
cle
of s
ervi
ces
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
102Wha
t is
Ser
vice
Des
ign?
(SD
)H
ow t
o de
sign
and
dev
elop
ser
vice
s an
d se
rvic
e m
anag
emen
t pr
oces
ses,
con
vert
ing
stra
tegi
c ob
ject
ives
in
to p
ortf
olio
s of
ser
vice
s an
d se
rvic
e as
sets
--4
type
s of
ass
ets
are
IT In
fras
truc
ture
, app
licat
ions
, in
form
atio
n an
d pe
ople
--Em
phas
is o
n re
-use
dur
ing
desi
gn
Solu
tion
desi
gn p
rodu
ced
in c
onfo
rman
ce to
str
ateg
ies
and
cons
trai
nts
from
Ser
vice
Str
ateg
y
Req
uire
men
ts e
xtra
cted
fro
m S
ervi
ce P
ortf
olio
and
are
an
alyz
ed, d
ocum
ente
d an
d ag
reed
Fron
t Met
rics
Tech
nolo
gies
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w.fr
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etric
s.co
m
103Goa
ls o
f Ser
vice
Des
ign
Ensu
re a
hol
istic
app
roac
h to
ser
vice
des
ign
for
new
or
sign
ifica
ntly
cha
ngin
g se
rvic
es t
o en
sure
con
sist
ency
an
d in
tegr
atio
n w
ith a
ll pr
oces
ses,
arc
hite
ctur
es,
tech
nolo
gy, a
nd m
anag
emen
t sy
stem
sM
anag
e ri
sks
so t
hey
can
be r
emov
ed o
r m
itiga
ted
befo
re g
oing
live
Rea
lize
the
stra
tegy
and
faci
litat
e th
e in
trod
uctio
n of
th
e se
rvic
es in
to t
he li
ve e
nvir
onm
ent
Effe
ctiv
ely
desi
gn a
ser
vice
up
-fro
nt t
o re
duce
the
lik
elih
ood
of im
prov
emen
t du
ring
the
ser
vice
life
-cyc
le
and
ensu
re t
he s
ervi
ce is
cos
t-ef
fect
ive
and
supp
orta
ble
Prod
uce
and
mai
ntai
n IT
pla
ns, p
roce
sses
, pol
icie
s,
arch
itect
ures
and
fra
mew
orks
for
qual
ity IT
des
ign
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Des
ign
of:
New
and
cha
nged
ser
vice
sSe
rvic
e Po
rtfo
lio a
nd S
ervi
ce C
atal
ogTe
chno
logy
arc
hite
ctur
e an
d m
anag
emen
t sy
stem
sPr
oces
ses
requ
ired
Mea
sure
men
t met
hods
and
met
rics
Scop
e of
SD
104
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Serv
ice
Des
ign
Ove
rvie
w
105
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.110
6Serv
ice
Des
ign
Key
conc
epts
Four
Ps
Serv
ice
Des
ign
Pack
age
Asp
ects
of S
ervi
ce D
esig
n
Proc
esse
sSe
rvic
e Le
vel M
anag
emen
t Se
rvic
e C
atal
og M
anag
emen
tA
vaila
bilit
y M
anag
emen
t In
form
atio
n Se
curi
ty
Man
agem
ent
Supp
lier
Man
agem
ent
Cap
acity
Man
agem
ent
IT S
ervi
ce C
ontin
uity
M
anag
emen
t
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Ana
lyze
bus
ines
s re
quir
emen
tsId
entif
y so
lutio
n al
tern
ativ
es, w
ith a
vie
w t
o re
-usi
ng
exis
ting
com
pone
nts
Des
ign
the
solu
tion
Dev
elop
the
ser
vice
acc
epta
nce
crite
ria
Eval
uate
tot
al c
osts
, agr
ee o
n ex
pend
iture
sC
onfir
m s
olut
ion
is in
bal
ance
with
all
stra
tegi
es,
arch
itect
ures
, pol
icie
s an
d pl
ans
Ensu
re g
over
nanc
e an
d se
curi
ty c
ontr
ols
are
incl
uded
Com
plet
e IT
Org
aniz
atio
nal r
eadi
ness
ass
essm
ent
Alig
n th
e su
pplie
r an
d su
ppor
ting
agre
emen
tsA
ssem
ble
the
Serv
ice
Des
ign
Pack
age
(SD
P)
Serv
ice
Des
ign
Act
iviti
es
107
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Red
uced
tot
al c
ost
of o
wne
rshi
p (T
CO
)Im
prov
ed q
ualit
y of
ser
vice
Impr
oved
con
sist
ency
of
serv
ice
Easi
er im
plem
enta
tion
of n
ew/c
hang
ed s
ervi
ces
Impr
oved
ser
vice
alig
nmen
tM
ore
effe
ctiv
e se
rvic
e im
prov
emen
tIm
prov
ed IT
gov
erna
nce
Mor
e ef
fect
ive
ITSM
Impr
oved
info
rmat
ion
and
deci
sion
mak
ing
Val
ue t
o bu
sine
ss o
f SD
108
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.110
9Scop
e of
Ser
vice
Des
ign
Prod
ucts
Proc
esse
s
Part
ners
Peop
le
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
The
Serv
ice
Port
folio
valu
eA
llow
s yo
u to
ans
wer
thi
s qu
estio
n in
you
r IT
Org
:--
Why
sho
uld
a cu
stom
er b
uy t
hese
ser
vice
s?--
Why
sho
uld
they
buy
the
m fr
om y
ou?
--W
hat
are
the
pric
ing
or c
harg
ebac
k m
odel
s?--
Wha
t ar
e m
y st
reng
ths,
wea
knes
ses,
pri
oriti
es a
nd
risk
s --H
ow s
houl
d m
y re
sour
ces
and
capa
bilit
ies
be
allo
cate
d?Sh
ould
be
part
of a
Ser
vice
Kno
wle
dge
Man
agem
ent
Syst
em a
nd m
anag
ed in
the
Con
figur
atio
n M
gt S
yste
m
Serv
ice
Des
ign
Key
Topi
cs
110
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Serv
ice
Mod
els
Serv
ice
Mod
els
desc
ribe
the
str
uctu
re a
nd d
ynam
ics
of
a se
rvic
e, s
ervi
ng a
s bl
uepr
ints
to
com
mun
icat
e an
d co
llabo
rate
on
valu
e cr
eatio
nC
odifi
es:
--Th
e se
rvic
e st
rate
gy f
or a
mar
ket
spac
e--
The
stru
ctur
e an
d dy
nam
ics
of s
ervi
ces
Des
crib
es h
ow s
ervi
ce a
sset
s in
tera
ct w
ith c
usto
mer
as
sets
and
cre
ate
valu
e fo
r a
give
n po
rtfo
lio o
f co
ntra
cts
--Se
rvic
e ag
reem
ents
spe
cify
ter
ms
and
cond
ition
s un
der
whi
ch in
tera
ctio
n oc
curs
with
com
mitm
ents
and
ex
pect
atio
ns e
ach
side
--O
utco
mes
def
ine
the
valu
e to
be
crea
ted
for
the
Serv
ice
Des
ign
Key
Topi
cs
111
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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Serv
ice
Des
ign
Pack
age
(SD
P)SD
P de
tails
all
aspe
cts
of t
he s
ervi
ce a
nd it
s re
quir
emen
ts th
roug
h al
l sta
ges
of it
s lif
ecyc
lePr
oduc
ed:
--D
urin
g th
e de
sign
sta
ge f
or e
ach
new
Ser
vice
--W
hen
a m
ajor
cha
nge
to a
Ser
vice
is t
o be
don
e--
Whe
n a
Serv
ice
is r
emov
ed--
Whe
n th
e SD
P its
elf h
as t
o be
cha
nged
Pass
ed f
rom
Ser
vice
Des
ign
to S
ervi
ce T
rans
ition
Con
tent
s: r
equi
rem
ents
, ser
vice
des
ign,
org
aniz
atio
nal
read
ines
s as
sess
men
t, se
rvic
e lif
ecyc
le p
lan
Serv
ice
Des
ign
Key
Topi
cs
112
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Serv
ice
Sour
cing
App
roac
hes
and
Opt
ions
Gap
bet
wee
n cu
rren
t an
d de
sire
d ca
pabi
litie
s of
a
Serv
ice
orga
niza
tion
need
not
be
addr
esse
d by
the
or
gani
zatio
n by
itse
lf
Serv
ice
sour
cing
str
ateg
ies:
--In
sou
rcin
g, o
utso
urci
ng, c
o-s
ourc
ing
--Pa
rtne
rshi
p--
Mul
ti-so
urci
ng--
Busi
ness
pro
cess
Out
sour
cing
(BPO
)--
App
licat
ion
Serv
ice
Prov
isio
n--
Know
ledg
e Pr
oces
s O
utso
urci
ng (K
PO)
Serv
ice
Des
ign
Key
Topi
cs
113
Fron
t Met
rics
Tech
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etric
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Foun
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45 m
ajor
asp
ects
of S
ervi
ce D
esig
nSe
rvic
es
Incl
udin
g re
quir
emen
tsSe
rvic
e m
anag
emen
t sy
stem
s an
d to
ols
Espe
cial
ly th
e Se
rvic
e Po
rtfo
lioTe
chni
cal a
nd m
anag
emen
t ar
chite
ctur
esA
nd s
uppo
rtin
g to
ols
ITSM
pro
cess
esM
easu
rem
ent
syst
ems
and
met
rics
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
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ITIL
V3
Foun
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n C
ours
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.111
5Serv
ice
Cat
alog
Man
agem
ent
Obj
ectiv
es
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V3
Foun
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6Serv
ice
Cat
alog
Man
agem
ent
Obj
ectiv
esC
reat
e an
d m
anag
e an
acc
urat
e Se
rvic
e C
atal
og
A s
ingl
e so
urce
of i
nfor
mat
ion
on a
ll se
rvic
es
Fron
t Met
rics
Tech
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gies
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etric
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7Serv
ice
Cat
alog
Man
agem
ent
Basi
c co
ncep
tsTh
e Se
rvic
e C
atal
ogPa
rt o
f the
Ser
vice
Por
tfol
ioD
etai
ls o
f all
oper
atio
nal s
ervi
ces
and
thos
e be
ing
prep
ared
for
tran
sitio
nBu
sine
ss S
ervi
ce C
atal
ogD
etai
ls o
f all
of t
he IT
ser
vice
s de
liver
ed t
o cu
stom
ers
Vis
ible
to
the
cust
omer
sTe
chni
cal S
ervi
ce C
atal
ogD
etai
ls o
f all
supp
ortin
g se
rvic
esN
ot u
sual
ly v
isib
le t
o cu
stom
ers
Fron
t Met
rics
Tech
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etric
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ITIL
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Foun
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8Serv
ice
Cat
alog
Man
agem
ent
Rol
esSe
rvic
e C
atal
og M
anag
erPr
oduc
e an
d m
aint
ain
the
Serv
ice
Cat
alog
En
sure
all
oper
atio
nal s
ervi
ces
and
thos
e be
ing
prep
ared
fo
r op
erat
iona
l run
ning
are
rec
orde
dEn
sure
all
info
rmat
ion
in t
he S
ervi
ce C
atal
og is
acc
urat
e an
d up
to
date
Ensu
re a
ll in
form
atio
n is
con
sist
ent
with
the
info
rmat
ion
in t
he S
ervi
ce P
ortf
olio
En
sure
all
info
rmat
ion
is a
dequ
atel
y pr
otec
ted
and
back
ed-u
p
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
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9Serv
ice
Leve
l Man
agem
ent
Obj
ectiv
esSc
ope
Busi
ness
val
ue
Basi
c co
ncep
tsA
ctiv
ities
Rol
esIn
terf
aces
Key
met
rics
Cha
lleng
es
Fron
t Met
rics
Tech
nolo
gies
ww
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etric
s.co
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ITIL
V3
Foun
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n C
ours
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.112
0Serv
ice
Leve
l Man
agem
ent
Obj
ectiv
esN
egot
iate
, agr
ee a
nd d
ocum
ent
serv
ice
leve
lsM
easu
re, r
epor
t an
d im
prov
e se
rvic
e le
vels
Com
mun
icat
e w
ith b
usin
ess
and
cust
omer
s
Fron
t Met
rics
Tech
nolo
gies
ww
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etric
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1Serv
ice
Leve
l Man
agem
ent
Scop
eEn
sure
qua
lity
of s
ervi
ce
mat
ches
exp
ecta
tions
Ex
istin
g se
rvic
esR
equi
rem
ents
for
new
or
chan
ged
serv
ices
. Ex
pect
atio
n an
d pe
rcep
tion
of t
he b
usin
ess,
cu
stom
ers
and
user
s
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V3
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ours
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2Serv
ice
Leve
l Man
agem
ent
Busi
ness
va
lue
Con
sist
ent
inte
rfac
e to
the
bus
ines
s fo
r al
l IT
serv
ice
rela
ted
issu
esFe
edba
ck o
n se
rvic
e fa
ilure
s or
bre
ache
s &
res
olut
ion
actio
ns t
aken
Rel
iabl
e co
mm
unic
atio
ns c
hann
el a
nd t
rust
ed
rela
tions
hip
Fron
t Met
rics
Tech
nolo
gies
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etric
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3Serv
ice
Leve
l Man
agem
ent
Basi
c co
ncep
ts
Serv
ice
CSe
rvic
e B
Serv
ice
A
IT In
fras
truc
ture
Inte
rnal
Org
aniz
atio
nEx
tern
al O
rgan
izat
ion
Cus
tom
ers/
Use
rs
Und
erpi
nnin
g C
ontr
acts
Ope
ratio
nal L
evel
Agr
eem
ents
Serv
ice
Leve
l Agr
eem
ents
Fron
t Met
rics
Tech
nolo
gies
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etric
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4Serv
ice
Leve
l Man
agem
ent
Act
iviti
esD
esig
n SL
A fr
amew
orks
Iden
tify
Serv
ice
Leve
l Req
uire
men
ts (S
LRs)
Agr
ee a
nd d
ocum
ent
Serv
ice
Leve
l Agr
eem
ents
(SL
As)
Neg
otia
te a
nd d
ocum
ent
Ope
ratio
nal L
evel
Agr
eem
ents
(O
LAs)
an
d U
nder
pinn
ing
Con
trac
ts (U
Cs)
Mon
itor
serv
ice
perf
orm
ance
aga
inst
SLA
Mea
sure
and
impr
ove
Cus
tom
er S
atis
fact
ion
Rev
iew
and
rev
ise
unde
rpin
ning
agr
eem
ents
and
ser
vice
sc
ope
Prod
uce
serv
ice
repo
rts
Con
duct
ser
vice
rev
iew
s an
d in
stig
ate
impr
ovem
ents
Rev
iew
and
rev
ise
SLA
s, O
LAs
and
UC
sD
evel
op c
onta
cts
and
rela
tions
hips
Man
age
com
plai
nts
and
com
plim
ents
Fron
t Met
rics
Tech
nolo
gies
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etric
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5Serv
ice
Leve
l Man
agem
ent
Key
met
rics
Num
ber
and
% o
f tar
gets
bei
ng m
etN
umbe
r an
d se
veri
ty o
f ser
vice
bre
ache
sN
umbe
r an
d %
of u
p to
dat
e SL
As
Num
ber
of s
ervi
ces
with
tim
ely
repo
rts
and
serv
ice
revi
ews
Impr
ovem
ents
in C
usto
mer
Sat
isfa
ctio
n
Fron
t Met
rics
Tech
nolo
gies
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etric
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6Serv
ice
Leve
l Man
agem
ent
Rol
es
Serv
ice
Leve
l Man
ager
Proc
ess
Ow
ner
Und
erst
and
Cus
tom
ers
Cre
ate
and
Mai
ntai
n SL
As
and
OLA
sR
evie
w a
nd R
epor
ting
Ensu
re th
at C
hang
es a
re
asse
ssed
for
impa
ct o
n se
rvic
e le
vels
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
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ITIL
V3
Foun
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ours
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7Serv
ice
Leve
l Man
agem
ent
Cha
lleng
esId
entif
ying
app
ropr
iate
cus
tom
er/b
usin
ess
repr
esen
tativ
es
Diff
erin
g re
quir
emen
ts a
t di
ffer
ent
leve
ls w
ithin
the
cu
stom
er c
omm
unity
Ach
ievi
ng a
ccur
ate
mon
itori
ng o
f se
rvic
e ac
hiev
emen
tsG
ettin
g SL
As
sign
ed a
t th
e ap
prop
riat
e le
vel
Fron
t Met
rics
Tech
nolo
gies
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etric
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ours
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8Serv
ice
Leve
l Man
agem
ent
Inte
rfac
esSe
rvic
e Po
rtfo
lio M
anag
emen
tSe
rvic
e C
atal
og M
anag
emen
tSu
pplie
r M
anag
emen
tA
vaila
bilit
y M
anag
emen
t, C
apac
ity M
anag
emen
t an
d IT
SCM
To u
nder
stan
d ris
ks, o
ptio
ns a
nd B
IASe
rvic
e Kn
owle
dge
Man
agem
ent
Syst
emC
ontin
uous
Ser
vice
Impr
ovem
ent
All
othe
r se
rvic
e m
anag
emen
t pr
oces
ses
To a
gree
and
doc
umen
t re
quir
ed c
usto
mer
out
com
es
Fron
t Met
rics
Tech
nolo
gies
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etric
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ours
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9Ava
ilabi
lity
Man
agem
ent
Obj
ectiv
es
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
m
ITIL
V3
Foun
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ours
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0Ava
ilabi
lity
Man
agem
ent
Obj
ectiv
esEn
sure
agr
eed
leve
l of a
vaila
bilit
y is
pro
vide
dC
ontin
ually
opt
imiz
e an
d im
prov
e av
aila
bilit
y of
IT
Infr
astr
uctu
reSe
rvic
es
Supp
ortin
g or
gani
zatio
nPr
ovid
e co
st e
ffec
tive
avai
labi
lity
impr
ovem
ents
tha
t ca
n de
liver
bus
ines
s an
d cu
stom
er b
enef
its
Prod
uce
and
mai
ntai
n an
ava
ilabi
lity
plan
Fron
t Met
rics
Tech
nolo
gies
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1Ava
ilabi
lity
Man
agem
ent
Basi
c co
ncep
ts (1
of 6
)A
vaila
bilit
y M
anag
emen
t pr
oces
s in
clud
esPr
oact
ive
activ
ities
Des
ign
and
plan
ning
act
iviti
esPl
anni
ng, d
esig
n an
d im
prov
emen
t of
ava
ilabi
lity
Rea
ctiv
e ac
tiviti
esO
pera
tiona
l act
iviti
esM
onito
ring
, mea
suri
ng, a
naly
sis
and
man
agem
ent
of a
ll ev
ents
, inc
iden
ts a
nd p
robl
ems
invo
lvin
g un
avai
labi
lity
Fron
t Met
rics
Tech
nolo
gies
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etric
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2
Ava
ilabi
lity
The
abili
ty o
f a
serv
ice,
com
pone
nt o
r co
nfig
urat
ion
item
to
perf
orm
its
agre
ed fu
nctio
n w
hen
requ
ired
Oft
en m
easu
red
and
repo
rted
as
a pe
rcen
tage
(Agr
eed
Serv
ice
Tim
e (A
ST)
Dow
ntim
e)A
vaila
bilit
y ( %
) =
---
----
----
----
----
----
----
----
----
----
----
----
----
----
---
----
----
----
----
----
----
----
----
---
X 1
00 %
Agr
eed
Serv
ice
Tim
e (A
ST)
Mos
t im
port
ant
mea
sure
men
ts a
re t
hose
tha
t re
flect
av
aila
bilit
y fr
om t
he b
usin
ess
and
user
per
spec
tive
Ava
ilabi
lity
Man
agem
ent
Basi
c co
ncep
ts (2
of 6
)
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
s.co
m
ITIL
V3
Foun
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n C
ours
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er.1
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3Ava
ilabi
lity
Man
agem
ent
Basi
c co
ncep
ts (3
of 6
)R
elia
bilit
yM
easu
re o
f how
long
a s
ervi
ce, c
ompo
nent
or
CI c
an
perf
orm
its
agre
ed fu
nctio
n w
ithou
t in
terr
uptio
nM
aint
aina
bilit
yM
easu
re o
f how
qui
ckly
and
eff
ectiv
ely
a se
rvic
e,
com
pone
nt o
r C
I can
be
rest
ored
to
norm
al w
orki
ng a
fter
a
failu
reSe
rvic
eabi
lity
Abi
lity
of a
thi
rd p
arty
sup
plie
r to
mee
t th
e te
rms
of t
heir
cont
ract
Fron
t Met
rics
Tech
nolo
gies
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Foun
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ours
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4
Upt
ime
Upt
ime
Upt
ime
(ava
ilabi
lity)
Tim
e
Inci
dent
star
tIn
cide
ntst
art
Inci
dent
star
t
Ser
vice
av
aila
ble
Ser
vice
av
aila
ble
Ser
vice
av
aila
ble
Dow
ntim
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S)
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una
vaila
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avai
labl
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eR
ecov
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air
Res
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Tim
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me
betw
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failu
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Ava
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Man
agem
ent
Basi
c co
ncep
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of 6
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OG
C.
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Tech
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V3
Foun
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.113
5Ava
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lity
Man
agem
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Basi
c co
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of 6
)V
ital B
usin
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Func
tion
(VBF
)A
Fun
ctio
n of
a B
usin
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Proc
ess
whi
ch is
crit
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to
the
succ
ess
of t
he B
usin
ess.
H
igh
Ava
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Min
imiz
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or h
idin
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ult
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an
IT s
ervi
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ompo
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or
CI t
o op
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rrec
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fter
com
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Tech
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V3
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.113
6Ava
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lity
Man
agem
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Basi
c co
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of 6
)C
ontin
uous
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ratio
nA
ppro
ach
or d
esig
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elim
inat
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anne
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wnt
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of a
se
rvic
eC
ontin
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Ava
ilabi
lity
App
roac
h or
des
ign
to a
chie
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00%
ava
ilabi
lity
An
IT s
ervi
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hat
has
no p
lann
ed o
r un
plan
ned
dow
ntim
e
Fron
t Met
rics
Tech
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gies
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etric
s.co
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ITIL
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7Ava
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lity
Man
agem
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Rol
esA
vaila
bilit
y M
anag
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oces
s ow
ner
Ensu
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ser
vice
s de
liver
agr
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leve
ls o
f ava
ilabi
lity
Cre
atio
n an
d m
aint
enan
ce o
f an
avai
labi
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plan
A
sses
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cha
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M
onito
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and
repo
rtin
g av
aila
bilit
yPr
oact
ive
impr
ovem
ent
of s
ervi
ce a
vaila
bilit
y an
d op
timiz
atio
n of
the
IT in
fras
truc
ture
to o
ptim
ize
cost
sA
ssis
ting
with
inve
stig
atio
n an
d di
agno
sis
of in
cide
nts
and
prob
lem
s w
hich
cau
se a
vaila
bilit
y is
sues
Fron
t Met
rics
Tech
nolo
gies
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w.fr
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etric
s.co
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ITIL
V3
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n C
ours
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8Info
rmat
ion
Secu
rity
Man
agem
ent
Obj
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es
Basi
c co
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ts
Rol
es
Fron
t Met
rics
Tech
nolo
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w.fr
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etric
s.co
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ITIL
V3
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ours
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er.1
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9Info
rmat
ion
Secu
rity
Man
agem
ent
Obj
ectiv
esTo
pro
tect
the
inte
rest
s of
tho
se r
elyi
ng o
n in
form
atio
nTo
pro
tect
the
sys
tem
s an
d co
mm
unic
atio
ns th
at
deliv
er t
he in
form
atio
nSp
ecifi
cally
rel
ated
to
harm
res
ultin
g fr
om fa
ilure
s of
:A
vaila
bilit
yC
onfid
entia
lity
Inte
grity
The
abili
ty t
o do
bus
ines
s w
ith o
ther
org
aniz
atio
ns
thro
ugh:
Ver
ifyin
g th
eir
auth
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ityN
on-R
epud
iatio
n
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
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.114
0Info
rmat
ion
Secu
rity
Man
agem
ent
Basi
c co
ncep
tsIn
form
atio
n Se
curi
ty P
olic
yIn
form
atio
n Se
curi
ty M
anag
emen
t Sy
stem
(ISM
S)R
isk
anal
ysis
and
ris
k m
anag
emen
tSe
curi
ty c
ontr
ols
Fron
t Met
rics
Tech
nolo
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s.co
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ours
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1Info
rmat
ion
Secu
rity
Man
agem
ent
Rol
esSe
curi
ty M
anag
erPr
oces
s ow
ner
Dev
elop
and
mai
ntai
n In
form
atio
n Se
curit
y Po
licy
Com
mun
icat
e an
d pu
blic
ize
secu
rity
aw
aren
ess
and
polic
yPe
rfor
m s
ecur
ity r
isk
anal
ysis
and
ris
k m
anag
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t M
onito
r an
d m
anag
e se
curit
y br
each
es a
nd in
cide
nts
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
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ITIL
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ours
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.114
2Supp
lier
Man
agem
ent
Obj
ectiv
es
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
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ours
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3Supp
lier
Man
agem
ent
Obj
ectiv
esM
anag
e su
pplie
r re
latio
nshi
p an
d pe
rfor
man
ce
Neg
otia
te a
nd a
gree
con
trac
tsIn
con
junc
tion
with
Ser
vice
Lev
el M
anag
emen
t (SL
M)
Ensu
re th
at c
ontr
acts
and
agr
eem
ents
are
alig
ned
to
busi
ness
nee
ds a
nd s
uppo
rt S
LAs
Man
age
cont
ract
s th
roug
hout
life
cycl
eM
aint
ain
a su
pplie
r po
licy
and
a su
ppor
ting
Supp
lier
and
Con
trac
t D
atab
ase
(SC
D)
Fron
t Met
rics
Tech
nolo
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etric
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ITIL
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4Supp
lier
Man
agem
ent
Supp
lier
and
Con
trac
ts D
atab
ase
(SC
D)
Serv
ice
Know
ledg
e M
anag
emen
t Sy
stem
(S
KMS)
Supp
lier
stra
tegy
&
polic
y
Eval
uatio
n of
new
su
pplie
rs &
co
ntra
cts
Esta
blis
h ne
w
supp
liers
&
cont
ract
s
Supp
lier
&
cont
ract
m
anag
emen
t &
pe
rfor
man
ce
Con
trac
t re
new
al
and/
or t
erm
inat
ion
Supp
lier
cate
goriz
atio
n &
m
aint
enan
ce o
f the
SC
D
Supp
lier
& c
ontr
act
data
base
SC
D
Supp
lier
repo
rts
and
info
rmat
ion
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V3
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ours
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5Supp
lier
Man
agem
ent
Rol
esSu
pplie
r M
anag
erPr
oces
s ow
ner
Mai
ntai
n an
d re
view
Su
pplie
r an
d C
ontr
acts
Dat
abas
e (S
CD
)Pr
oces
ses
for
cont
ract
dis
pute
s, e
xpec
ted
end,
ear
ly e
nd o
r tr
ansf
er o
f a
serv
ice
Ass
ist i
n de
velo
pmen
t an
d re
view
of
SLA
s, c
ontr
acts
, ag
reem
ents
etc
. Pe
rfor
m s
uppl
ier,
cont
ract
and
SLA
rev
iew
sId
entif
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prov
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t ac
tions
and
ens
ure
thes
e ar
e im
plem
ente
dA
sses
s ch
ange
s fo
r im
pact
on
supp
liers
, sup
port
ing
serv
ices
and
con
trac
tsFr
ont M
etric
s Te
chno
logi
esw
ww
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tmet
rics.
com
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.114
6Cap
acity
Man
agem
ent
Obj
ectiv
es
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
nolo
gies
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w.fr
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etric
s.co
m
ITIL
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n C
ours
e V
er.1
.114
7Cap
acity
Man
agem
ent
Obj
ectiv
esTo
pro
duce
and
mai
ntai
n a
Cap
acity
Pla
nTo
pro
vide
adv
ice
and
guid
ance
on
capa
city
and
pe
rfor
man
ce r
elat
ed is
sues
To e
nsur
e se
rvic
es m
eet
or e
xcee
d pe
rfor
man
ce t
arge
tsTo
ass
ist
in d
iagn
osin
g an
d re
solv
ing
capa
city
rel
ated
pr
oble
ms
and
inci
dent
sTo
ass
ess
the
impa
ct o
f cha
nges
on
the
Cap
acity
Pla
nPr
oact
ive
capa
city
and
per
form
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mea
sure
s
Fron
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rics
Tech
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etric
s.co
m
ITIL
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ours
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8Cap
acity
Man
agem
ent
Basi
c co
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tsBa
lanc
ing
cost
s ag
ains
t re
sour
ces
need
edBa
lanc
ing
supp
ly a
gain
st d
eman
dSh
ould
be
invo
lved
at
all s
tage
s of
the
life
cycl
eFo
rwar
d lo
okin
g, r
egul
arly
upd
ated
Cap
acity
Pla
nTh
ree
leve
ls o
f con
cern
:Bu
sine
ss C
apac
ity M
anag
emen
tSe
rvic
e C
apac
ity M
anag
emen
tC
ompo
nent
Cap
acity
Man
agem
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Cap
acity
Man
agem
ent
Info
rmat
ion
Syst
em
Fron
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rics
Tech
nolo
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w.fr
ontm
etric
s.co
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ITIL
V3
Foun
datio
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ours
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er.1
.114
9Cap
acity
Man
agem
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Rol
esC
apac
ity M
anag
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oces
s ow
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Proa
ctiv
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anni
ngSe
rvic
e Le
vel M
anag
erPr
ovid
es c
apac
ity r
equi
rem
ents
thro
ugh
disc
ussi
ons
with
th
e Bu
sine
ss u
sers
Tech
nica
l and
App
licat
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Man
agem
ent
Day
-to-
day
capa
city
man
agem
ent a
ctiv
ities
Rea
ctin
g to
cap
acity
inci
dent
s an
d pr
oble
ms
Fron
t Met
rics
Tech
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etric
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ITIL
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ours
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.115
0IT S
ervi
ce C
ontin
uity
Man
agem
ent
(ITSC
M)
Obj
ectiv
es
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
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ITIL
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ours
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.115
1ITSC
MO
bjec
tives
To m
aint
ain
Serv
ice
Con
tinui
ty a
nd IT
Rec
over
y pl
ans
that
sup
port
the
Bus
ines
s C
ontin
uity
pla
nsTo
com
plet
e re
gula
r Bu
sine
ss Im
pact
Ana
lysi
s ex
erci
ses
to e
nsur
e th
at p
lans
are
cur
rent
and
rel
evan
tTo
con
duct
reg
ular
ris
k as
sess
men
t an
d m
anag
emen
t ac
tiviti
esTo
pro
vide
adv
ice
and
guid
ance
on
issu
es r
elat
ed t
o Se
rvic
e C
ontin
uity
To im
plem
ent m
easu
res
to m
eet
or e
xcee
d Bu
sine
ss
Con
tinui
ty ta
rget
sTo
che
ck t
he im
pact
of c
hang
es o
n ex
istin
g pl
ans
To n
egot
iate
nec
essa
ry c
ontr
acts
with
sup
plie
rsFr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
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ITIL
V3
Foun
datio
n C
ours
e V
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.115
2ITSC
MKe
y co
ncep
ts (1
of 2
)IT
SCM
sho
uld
be b
ased
on
Busi
ness
Con
tinui
tyA
ppro
pria
te p
rote
ctio
n an
d re
cove
ry m
easu
res
Wri
tten
rec
over
y pl
ans
Life
cycl
e ap
proa
chIn
itiat
ion,
Req
uire
men
ts &
Str
ateg
y, Im
plem
enta
tion,
O
pera
tion
Reg
ular
Bus
ines
s Im
pact
Ana
lysi
s (B
IA),
Ris
k A
sses
smen
t an
d R
isk
Man
agem
ent t
o en
sure
pla
ns re
mai
n va
lidR
egul
ar te
stin
g of
pla
nsN
egot
iate
with
sup
plie
rs a
s ne
cess
ary
Ass
ess
chan
ges
for
impa
ct o
n IT
SCM
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.115
3ITSC
MKe
y co
ncep
ts (2
of 2
)C
omm
on R
ecov
ery
Opt
ions
incl
ude
Man
ual w
orka
roun
dsR
ecip
roca
l Arr
ange
men
tsG
radu
al R
ecov
ery
(Col
d St
andb
y)In
term
edia
te R
ecov
ery
(War
m S
tand
by)
Fast
Rec
over
y (H
ot S
tand
by)
Imm
edia
te R
ecov
ery
Fron
t Met
rics
Tech
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gies
ww
w.fr
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etric
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m
ITIL
V3
Foun
datio
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ours
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.115
4ITSC
MR
oles
Serv
ice
Con
tinui
ty M
anag
erPr
oces
s O
wne
r fo
r IT
SCM
Res
pons
ible
for
prod
ucin
g, te
stin
g an
d m
aint
aini
ng
serv
ice
cont
inui
ty p
lans
Part
of o
vera
ll Bu
sine
ss C
ontin
uity
Tea
m
Fron
t Met
rics
Tech
nolo
gies
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w.fr
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etric
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Serv
ice
Des
ign
Serv
ice
ITIL
Serv
ice
Stra
teg
y
Serv
ice
Des
ign
Serv
ice
Tran
sitio
n
155
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Serv
ice
Tran
sitio
n (S
T)Pl
an a
nd im
plem
ent
the
depl
oym
ent
of a
ll re
leas
esto
crea
te a
new
ser
vice
or
impr
ove
an e
xist
ing
serv
ice
Ass
ure
that
the
pro
pose
d ch
ange
s in
the
Ser
vice
Des
ign
Pack
age
are
real
ized
Succ
essf
ully
ste
er r
elea
ses
thro
ugh
test
ing
and
into
live
en
viro
nmen
tTr
ansi
tion
serv
ices
to/
from
oth
er o
rgan
izat
ions
Dec
omm
issi
onor
ter
min
ate
serv
ices
156
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Serv
ice
Tran
sitio
n O
bjec
tives
Plan
and
man
age
the
reso
urce
s to
mov
e se
rvic
es in
to
prod
uctio
n w
ithin
pre
dict
ed c
ost,
qual
ity, t
ime
estim
ates
Ensu
re m
inim
al u
npre
dict
ed im
pact
on
the
prod
uctio
n se
rvic
es, o
pera
tions
and
sup
port
org
aniz
atio
nR
aise
sat
isfa
ctio
n w
ith t
he s
ervi
ce t
rans
ition
pra
ctic
es--
Incl
udin
g de
ploy
men
t, co
mm
unic
atio
ns, r
elea
se
docu
men
tatio
n, tr
aini
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now
ledg
e tr
ansf
erIn
crea
se p
rope
r us
e of
the
ser
vice
s an
d un
derl
ying
ap
plic
atio
ns a
nd t
echn
olog
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lutio
nsH
elp
cust
omer
and
bus
ines
s ch
ange
pro
ject
s to
alig
n th
eir
activ
ities
with
the
ser
vice
tra
nsiti
on p
lans
157
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
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Scop
e of
ST
Man
agem
ent
and
coor
dina
tion
of p
roce
sses
, sys
tem
s an
d fu
nctio
ns t
o:Pa
ckag
e, b
uild
, tes
t an
d de
ploy
a re
leas
e in
to p
rodu
ctio
nEs
tabl
ish
the
serv
ice
spec
ified
in t
he c
usto
mer
and
st
akeh
olde
r re
quir
emen
ts
158
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
Val
ue t
o bu
sine
ss o
f ST
Man
agem
ent
of m
erge
rs, d
e-m
erge
rs, a
cqui
sitio
ns,
tran
sfer
of s
ervi
ces
Hig
her
succ
ess
rate
of c
hang
es a
nd r
elea
ses
Bett
er p
redi
ctio
n of
ser
vice
leve
ls a
nd w
arra
ntie
sM
ore
conf
iden
ce in
gov
erna
nce
and
com
plia
nce
Bett
er e
stim
atin
g of
res
ourc
e pl
ans
and
budg
ets
Impr
oved
pro
duct
ivity
of b
usin
ess
and
ITTi
mel
y sa
ving
s fo
llow
ing
disp
osal
or
de-c
omm
issi
onin
gR
educ
ed le
vel o
f ris
k
159
Fron
t Met
rics
Tech
nolo
gies
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etric
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Serv
ice
Tran
sitio
n O
verv
iew
160
Fron
t Met
rics
Tech
nolo
gies
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etric
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161Se
rvic
e Tr
ansi
tion
Con
cept
sV
Mod
elC
onfig
urat
ion
Item
Con
figur
atio
n M
anag
emen
t Sys
tem
Know
ledg
e M
anag
emen
tD
ata
Info
rmat
ion
Know
ledg
e W
isdo
mSe
rvic
e Kn
owle
dge
Man
agem
ent S
yste
mD
efin
itive
Med
ia L
ibra
ryPr
oces
ses
Cha
nge
Man
agem
ent
Serv
ice
Ass
et a
nd C
onfig
urat
ion
Man
agem
ent
Rel
ease
and
Dep
loym
ent
Man
agem
ent
Fron
t Met
rics
Tech
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gies
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ontm
etric
s.co
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162
Def
ine
Cus
tom
er/B
usin
ess
Requ
irem
ents
Def
ine
Serv
ice
Requ
irem
ents
Com
pone
nt
And
Ass
embl
yTe
stServ
ice
Rele
ase
Pack
age
TestSe
rvic
eO
pera
tiona
l Re
adin
ess
TestSe
rvic
eA
ccep
tanc
e Te
stValid
ate
Serv
ice
Pack
ages
, O
ffer
ings
and
co
ntra
cts
Des
ign
Serv
ice
Solu
tion
Des
ign
Serv
ice
Rele
ase
Dev
elop
Serv
ice
Solu
tion
Serv
ice
Com
pone
nt
Build
&
Test
1a
2a
3a
4a4b
5a
1b
5b
3b
2b
Inte
rnal
&
exte
rnal
sup
plie
rs
Serv
ice
Revi
ew C
riter
ia/P
lan
Serv
ice
Acc
epta
nce
Crit
eria
/Pla
n
Serv
ice
Ope
ratio
n C
riter
ia/P
lan
Serv
ice
Rele
ase
Test
C
riter
ia/P
lan
Leve
l 1
Leve
l 2
Leve
l 3
Leve
l 4
Leve
l 5
BL
Leve
ls o
f co
nfig
urat
ion
and
test
ing
Base
line
Poin
t
KEY
Del
iver
ies
from
in
tern
al a
nd
exte
rnal
su
pplie
rs
Serv
ice
Tran
sitio
n V
Mod
el
Con
trac
t, se
rvic
e Pa
ckag
e, S
LP, S
PI
SLR
Dra
ft S
LA
SDP
incl
udin
g:Se
rvic
e M
ode.
Cap
acity
and
res
ourc
e pl
ans
Rele
ase
Des
ign
Rel
ease
Pla
n
Fron
t Met
rics
Tech
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gies
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etric
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163Se
rvic
e Tr
ansi
tion
V M
odel
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.116
4Con
figur
atio
n It
em (C
I)A
nyth
ing
that
nee
ds t
o be
man
aged
in o
rder
to
deliv
er
an IT
Ser
vice
C
I inf
orm
atio
n is
rec
orde
d in
the
Con
figur
atio
n M
anag
emen
t Sy
stem
CI i
nfor
mat
ion
is m
aint
aine
d th
roug
hout
its
Life
cycl
eby
Con
figur
atio
n M
anag
emen
tA
ll C
Is a
re c
ontr
olle
d by
Cha
nge
Man
agem
ent
CIs
typ
ical
ly in
clud
e IT
Ser
vice
s, h
ardw
are,
sof
twar
e, b
uild
ings
, peo
ple,
and
fo
rmal
doc
umen
tatio
n su
ch a
s Pr
oces
s do
cum
enta
tion
and
SLA
s
Fron
t Met
rics
Tech
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etric
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165Con
figur
atio
n M
anag
emen
t Sy
stem
(CM
S)In
form
atio
n ab
out
all C
onfig
urat
ion
Item
sC
I may
be
entir
e se
rvic
e, o
r an
y co
mpo
nent
Stor
ed in
1 o
r m
ore
data
base
s (C
MD
Bs)
CM
S st
ores
att
ribu
tes
Any
info
rmat
ion
abou
t th
e C
I tha
t m
ight
be
need
edC
MS
stor
es r
elat
ions
hips
Betw
een
CIs
With
inci
dent
, pro
blem
, cha
nge
reco
rds
etc.
CM
S ha
s m
ultip
le la
yers
Dat
a so
urce
s an
d to
ols,
info
rmat
ion
inte
grat
ion,
kn
owle
dge
proc
essi
ng, p
rese
ntat
ion
Fron
t Met
rics
Tech
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gies
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etric
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166Kn
owle
dge
Man
agem
ent
(KM
)Th
e pr
oces
s re
spon
sibl
e fo
r ga
ther
ing,
ana
lyzi
ng,
stor
ing
and
shar
ing
know
ledg
e an
d in
form
atio
nw
ithin
an
orga
niza
tion.
The
prim
ary
purp
ose
of
Know
ledg
e M
anag
emen
t is
to
impr
ove
effic
ienc
y by
re
duci
ng th
e ne
ed t
o
Fron
t Met
rics
Tech
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etric
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167Dat
a, In
form
atio
n, K
now
ledg
e an
d W
isdo
m
(DIK
W)
Wis
dom
Know
ledg
e
Info
rmat
ion
Dat
a
Fron
t Met
rics
Tech
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gies
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etric
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168Se
rvic
e Kn
owle
dge
Man
agem
ent
Syst
em
(SKM
S)D
ata
repo
sito
ry w
hich
con
tain
s kn
owle
dge
of s
ervi
ces
prov
ided
and
incl
udes
dat
a fr
om t
he C
onfig
urat
ion
Man
agem
ent
Dat
abas
e (C
MD
B) a
nd C
onfig
urat
ion
Man
agem
ent
Syst
em (C
MS)
Als
o in
clud
es in
form
atio
n on
:--
Expe
rien
ce o
f st
aff
--R
ecor
ds o
f per
iphe
ral m
atte
rs--
Supp
lier
and
part
ners
req
uire
men
ts, a
bilit
ies
and
expe
ctat
ions
--Ty
pica
l and
ant
icip
ated
use
r sk
ill le
vels
Supp
orts
info
rmed
dec
isio
n m
akin
g
Fron
t Met
rics
Tech
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gies
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etric
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169
CM
DB
Serv
ice
Know
ledg
e M
anag
emen
t Sy
stem
(S
KMS)
DM
L
Pres
enta
tion
Laye
r
Know
ledg
e Pr
oces
sing
Lay
er
Info
rmat
ion
Inte
grat
ion
Laye
r
Dat
a an
d In
form
atio
nC
MD
B
DM
L
Con
figur
atio
n M
anag
emen
t Sy
stem
Serv
ice
Know
ledg
e Ba
se
Wis
dom
ab
ility
to
mak
e de
cisi
ons
Fron
t Met
rics
Tech
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etric
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170Se
rvic
e Kn
owle
dge
Man
agem
ent
Syst
em
(SKM
S)
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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m
SKM
S/C
MS/
CM
DB
171
Fron
t Met
rics
Tech
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gies
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ontm
etric
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172Def
initi
ve M
edia
Lib
rary
(D
ML)
Mas
ter
copi
esof
all
soft
war
e as
sets
Scrip
ts a
s w
ell a
s co
deM
anag
emen
t too
ls a
s w
ell a
s ap
plic
atio
nsIn
clud
ing
licen
ses
Qua
lity
chec
ked
The
only
sou
rce
for
build
and
dis
trib
utio
n
Fron
t Met
rics
Tech
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gies
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etric
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173
CM
DB
Info
rmat
ion
abou
t th
e C
IsPh
ysic
al C
IsD
ML
Rele
ase
Reco
rd
Elec
tron
ic
CIs
Build
new
Rel
ease
Test
new
Rel
ease
Impl
emen
t ne
w
Rele
ase
Dis
trib
ute
new
Rel
ease
to
live
loca
tions
DM
L an
d C
MD
B re
latio
nshi
p
OG
C.
Fron
t Met
rics
Tech
nolo
gies
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etric
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174Se
rvic
e Tr
ansi
tion
proc
esse
sTr
ansi
tion
Plan
ning
and
Sup
port
Cha
nge
Man
agem
ent
Serv
ice
Ass
et a
nd C
onfig
urat
ion
Man
agem
ent
(SA
CM
)R
elea
se a
nd D
eplo
ymen
t M
anag
emen
tSe
rvic
e V
alid
atio
n an
d Te
stin
gEv
alua
tion
Know
ledg
e M
anag
emen
t
Fron
t Met
rics
Tech
nolo
gies
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etric
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175Tran
sitio
n Pl
anni
ng a
nd S
uppo
rt P
roce
ssPr
oces
s to
pla
n ap
prop
riat
e ca
paci
ty a
nd r
esou
rces
to
pack
age
a re
leas
e, b
uild
, rel
ease
, tes
t, de
ploy
and
es
tabl
ish
the
new
or
chan
ged
serv
ice
into
pro
duct
ion
Goa
ls:
--Pl
an a
nd c
oord
inat
e th
e re
sour
ces
to e
nsur
e th
at
the
requ
irem
ents
of S
ervi
ce S
trat
egy
enco
ded
in
Serv
ice
Des
ign
are
effe
ctiv
ely
real
ized
in S
ervi
ce
Ope
ratio
ns--
Iden
tify,
man
age
and
cont
rol t
he r
isks
of f
ailu
re
and
disr
uptio
n ac
ross
tra
nsiti
on a
ctiv
ities
Fron
t Met
rics
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gies
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etric
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176Cha
nge
Man
agem
ent
Goa
ls, o
bjec
tives
and
pur
pose
Scop
eV
alue
to t
he b
usin
ess
Basi
c co
ncep
tsA
ctiv
ities
Rol
esIn
terf
aces
Key
met
rics
Cha
lleng
es
Fron
t Met
rics
Tech
nolo
gies
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etric
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m
177Cha
nge
Obj
ectiv
es a
nd p
urpo
seR
espo
nd t
o ch
angi
ng b
usin
ess
requ
irem
ents
Res
pond
to B
usin
ess
and
IT r
eque
sts
to a
lign
Serv
ices
w
ith b
usin
ess
need
sM
inim
ize
impa
ct o
f im
plem
entin
g ch
ange
sR
educ
e in
cide
nts,
dis
rupt
ion
and
rew
ork
Opt
imiz
e bu
sine
ss r
isk
Impl
emen
t cha
nges
suc
cess
fully
Impl
emen
t cha
nges
in t
imes
tha
t m
eet
busi
ness
nee
dsU
se s
tand
ard
proc
esse
sR
ecor
d al
l cha
nges
Fron
t Met
rics
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etric
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178Cha
nge
Scop
eA
dditi
on, M
odifi
catio
n or
Rem
oval
ofA
ny S
ervi
ce o
r C
onfig
urat
ion
Item
or
asso
ciat
ed
docu
men
tatio
nIn
clud
ing
Stra
tegi
c, T
actic
al a
nd O
pera
tiona
l cha
nges
Excl
udin
gBu
sine
ss s
trat
egy
and
proc
ess
Any
thin
g do
cum
ente
d as
out
of
scop
e
Fron
t Met
rics
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nolo
gies
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etric
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179Cha
nge
Val
ue t
o th
e bu
sine
ssPr
iori
tizin
g an
d re
spon
ding
to
requ
ests
Impl
emen
ting
chan
ges
in r
equi
red
times
Mee
t ag
reed
ser
vice
req
uire
men
ts w
hile
opt
imiz
ing
cost
sR
educ
ing
faile
d ch
ange
s an
d re
wor
kC
orre
ctly
est
imat
ing
qual
ity, t
ime
and
cost
Ass
essi
ng a
nd m
anag
ing
risk
sM
anag
ing
staf
f tim
e
Fron
t Met
rics
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etric
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180Cha
nge
Basi
c co
ncep
ts (1
of 2
)C
hang
e ty
pes
Nor
mal
cha
nges
Type
s ar
e sp
ecifi
c to
the
org
aniz
atio
nTy
pe d
eter
min
es w
hat
asse
ssm
ent
is r
equi
red
Stan
dard
cha
nges
Pre-
auth
oriz
ed w
ith a
n es
tabl
ishe
d pr
oced
ure
Emer
genc
y ch
ange
sIn
suff
icie
nt t
ime
for
norm
al h
andl
ing
Shou
ld u
se n
orm
al p
roce
ss a
s fa
r as
pos
sibl
e
Fron
t Met
rics
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etric
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181Cha
nge
Basi
c co
ncep
ts (2
of 2
)C
hang
e, c
onfig
urat
ion,
rel
ease
and
dep
loym
ent
Shou
ld b
e pl
anne
d to
geth
erSh
ould
hav
e co
ordi
nate
d im
plem
enta
tion
Rem
edia
tion
plan
sEv
ery
chan
ge s
houl
d ha
ve a
bac
kout
pla
n
Mus
t st
ill h
ave
a pl
an f
or w
hat
to d
o
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t Met
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etric
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182Cha
nge
Act
iviti
es
Initi
ator
Requ
este
d
Rec
ord
th
e R
FC
Cha
nge
Man
agem
ent
Read
y fo
r ev
alua
tion
Rev
iew
th
e R
FC
Read
y fo
r de
cisi
on
Ass
ess
and
ev
alu
ate
chan
ge
Cha
nge
Man
agem
ent
Sche
dule
d
Plan
upd
ates
Cha
nge
Man
agem
ent
Impl
emen
ted
Co
-ord
inat
e ch
ang
e im
ple
men
tati
on
*
Clo
sed
Rev
iew
an
d
clo
se c
han
ge
reco
rd
Eval
uat
ion
rep
ort
Wor
k or
ders
Wor
k or
ders
Update change and configuration in CMS
Aut
horiz
edC
hang
eA
utho
rity
Au
tho
rize
ch
ang
eA
uth
ori
ze
chan
ge
pro
po
sal
Cre
ate
RFC C
hang
e pr
opos
al
(opt
iona
l)
Fron
t Met
rics
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etric
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V3
Foun
datio
n C
ours
e V
er.1
.118
37 R
s of
Cha
nge
Man
agem
ent
Who
RA
ISED
the
cha
nge?
Wha
t is
the
REA
SON
for
the
cha
nge?
Wha
t is
the
RET
UR
N r
equi
red
from
the
cha
nge?
Wha
t ar
e th
e R
ISKS
invo
lved
in t
he c
hang
e?W
hat
RES
OU
RC
ES a
re r
equi
red
to d
eliv
er t
he c
hang
e?W
ho is
RES
PON
SIBL
E fo
r th
e bu
ild, t
est
and
impl
emen
tatio
n of
the
cha
nge?
Wha
t is
the
REL
ATI
ON
SHIP
bet
wee
n th
is c
hang
e an
d ot
her
chan
ges?
Fron
t Met
rics
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etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.118
4Cha
nge
Rol
es (1
of 2
)C
hang
e M
anag
erPr
oces
s ow
ner
Ensu
res
that
pro
cess
is fo
llow
edU
sual
ly a
utho
rizes
min
or c
hang
esC
oord
inat
es a
nd r
uns
CA
B m
eetin
gsPr
oduc
es c
hang
e sc
hedu
leC
oord
inat
es c
hang
e/bu
ilt/t
est/
impl
emen
tatio
nR
evie
ws/
Clo
ses
Cha
nges
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.118
5Cha
nge
Rol
es (2
of 2
)C
hang
e A
dvis
ory
Boar
d (C
AB)
Supp
orts
the
chan
ge m
anag
erC
onsu
lted
on s
igni
fican
t ch
ange
sBu
sine
ss, u
sers
, app
licat
ion/
tech
nica
l sup
port
, ope
ratio
ns,
Emer
genc
y C
AB
(EC
AB)
Subs
et o
f th
e st
anda
rd C
AB
Mem
bers
hip
depe
nds
on t
he s
peci
fic c
hang
e
Fron
t Met
rics
Tech
nolo
gies
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V3
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datio
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ours
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er.1
.118
6Cha
nge
Inte
rfac
esIn
puts
Out
puts
Inte
rfac
es w
ith o
ther
pro
cess
es
Fron
t Met
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Tech
nolo
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V3
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ours
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er.1
.118
7Cha
nge
Inpu
tsC
hang
e po
licy
and
stra
tegy
RFC
sC
hang
e Pr
opos
als
Serv
ice
Man
agem
ent
Plan
sA
sset
s an
d co
nfig
urat
ion
item
sEx
istin
g ch
ange
man
agem
ent
docu
men
tsC
hang
e sc
hedu
lePr
ojec
ted
Serv
ice
Out
age
(PSO
)
Fron
t Met
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Tech
nolo
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etric
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V3
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n C
ours
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er.1
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8Cha
nge
Out
puts
Rej
ecte
d an
d ap
prov
ed R
FCs
Cha
nges
to
serv
ices
and
CIs
Upd
ated
Cha
nge
sche
dule
Proj
ecte
d Se
rvic
e O
utag
e (P
SO)
Cha
nge
docu
men
ts a
nd r
ecor
dsM
anag
emen
t re
port
s
Fron
t Met
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Tech
nolo
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ours
e V
er.1
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9Cha
nge
Proc
ess
inte
rfac
esA
sset
and
Con
figur
atio
n M
anag
emen
tIT
Ser
vice
Con
tinui
ty M
anag
emen
tC
apac
ity a
nd D
eman
d M
anag
emen
tR
elea
se a
nd D
eplo
ymen
t M
anag
emen
tSe
curi
ty M
anag
emen
t
Fron
t Met
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Tech
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0Cha
nge
Key
met
rics
Com
plia
nce
Red
uctio
n in
una
utho
rized
cha
nges
Red
uctio
n in
em
erge
ncy
chan
ges
Effe
ctiv
enes
sPe
rcen
tage
of
chan
ges
whi
ch m
et r
equi
rem
ents
R
educ
tion
in d
isru
ptio
ns, d
efec
ts a
nd r
e-w
ork
Red
uctio
n in
cha
nges
faile
d /
back
ed o
ut
Num
ber o
f inc
iden
ts a
ttrib
utab
le t
o ch
ange
sEf
ficie
ncy
Bene
fits
(val
ue c
ompa
red
to c
ost)
Ave
rage
tim
e to
impl
emen
t (b
y ur
genc
y/pr
iorit
y/ty
pe)
Perc
enta
ge a
ccur
acy
in c
hang
e es
timat
esFr
ont M
etric
s Te
chno
logi
esw
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tmet
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ITIL
V3
Foun
datio
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ours
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er.1
.119
1Cha
nge
Cha
lleng
esPe
ople
who
igno
re t
he p
roce
ssIn
adeq
uate
Con
figur
atio
n M
anag
emen
t
Scal
abili
ty a
cros
s la
rge
orga
niza
tions
Fron
t Met
rics
Tech
nolo
gies
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etric
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ours
e V
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2Serv
ice
Ass
et a
nd C
onfig
urat
ion
Man
agem
ent
(SA
CM
)O
bjec
tives
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
nolo
gies
ww
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etric
s.co
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V3
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n C
ours
e V
er.1
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3SAC
M
Obj
ectiv
esFo
r se
rvic
e as
sets
, con
figur
atio
n ite
ms,
and
(whe
re
appr
opri
ate)
cus
tom
er a
sset
sPr
otec
t in
tegr
ity t
hrou
ghou
t the
ir lif
ecyc
lePr
ovid
e ac
cura
te in
form
atio
nto
sup
port
bus
ines
s an
d se
rvic
e m
anag
emen
tEs
tabl
ish
and
mai
ntai
n a
Con
figur
atio
n M
anag
emen
t Sy
stem
As
part
of a
n ov
eral
l Ser
vice
Kno
wle
dge
Man
agem
ent
Syst
em
Fron
t Met
rics
Tech
nolo
gies
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ours
e V
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4SAC
M
Basi
c co
ncep
tsC
onfig
urat
ion
Item
s
Logi
cal M
odel
Fron
t Met
rics
Tech
nolo
gies
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etric
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ours
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5SAC
M C
onfig
urat
ion
Item
s ca
tego
ries
Serv
ice
Life
cycl
e C
Is
Serv
ice
CIs
Serv
ice
asse
tsM
anag
emen
t, or
gani
zatio
n, p
roce
ss, k
now
ledg
e, p
eopl
e,
info
rmat
ion,
app
licat
ions
, inf
rast
ruct
ure,
fin
anci
al c
apita
l
Org
aniz
atio
n C
IsIn
tern
al a
nd E
xter
nal C
Is
Fron
t Met
rics
Tech
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ours
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6SAC
M lo
gica
l mod
elH
iera
rchy
and
rel
atio
nshi
ps b
etw
een
CIs
Dat
a C
ente
r N
etw
ork
Net
wor
k To
polo
gyN
ame
Serv
ice
Aut
hent
icat
ion
Serv
ices
SLA
Ava
ilabi
lity
App
licat
ion
E-Ba
nkin
g
Use
r Ex
peri
ence
Busi
ness
Lo
gic
App
licat
ion
Infr
astr
uctu
re
Mes
sag
ing
Dat
a se
rvic
esW
eb
serv
ices
Web
se
rvic
esD
ata
serv
ices
Mes
sag
ing
E-Sa
les
App
licat
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Use
r Ex
perie
nce
Ava
ilabi
lity
SLA
Busi
ness
Lo
gic
App
licat
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Infr
astr
uctu
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Fron
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Tech
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ours
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7SAC
M
Rol
esSe
rvic
e A
sset
Man
ager
Con
figur
atio
n M
anag
erEa
ch o
f the
se is
the
pro
cess
ow
ner
for
thei
r ar
eaIm
plem
ent
polic
y an
d st
anda
rds
Proc
ure
and
man
age
finan
ces
Agr
ee s
cope
, pro
cess
es a
nd p
roce
dure
sD
efin
e an
d pr
ocur
e to
ols
Rec
ruit
and
trai
n st
aff
Ove
rsee
col
lect
ion
and
man
agem
ent o
f dat
aM
anag
e au
dits
Prov
ide
man
agem
ent r
epor
ts
Fron
t Met
rics
Tech
nolo
gies
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etric
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ours
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8Rel
ease
and
Dep
loym
ent
Man
agem
ent
Obj
ectiv
es
Basi
c co
ncep
ts
Rol
es
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
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n C
ours
e V
er.1
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9Rel
ease
and
Dep
loym
ent
Obj
ectiv
esC
lear
, com
preh
ensi
ve r
elea
se a
nd d
eplo
ymen
t pl
ans
Supp
ortin
g cu
stom
er a
nd b
usin
ess
chan
ge p
roje
cts
Rel
ease
pac
kage
s ca
n be
bui
lt, in
stal
led,
tes
ted
and
depl
oyed
Effic
ient
ly, s
ucce
ssfu
lly a
nd o
n sc
hedu
le.
With
min
imal
impa
ct o
n pr
oduc
tion
serv
ices
, ope
ratio
ns,
and
supp
ort
team
sEn
ablin
g ne
w o
r ch
ange
d se
rvic
es to
del
iver
agr
eed
serv
ice
requ
irem
ents
Skill
s an
d kn
owle
dge
tran
sfer
to
enab
leC
usto
mer
s an
d us
ers
to o
ptim
ize
use
of t
he s
ervi
ceO
pera
tions
and
sup
port
sta
ff t
o ru
n an
d su
ppor
t th
e se
rvic
eFr
ont M
etric
s Te
chno
logi
esw
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.fron
tmet
rics.
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.120
0Rel
ease
and
Dep
loym
ent
Basi
c co
ncep
ts (1
of 3
)R
elea
se U
nit
CIs
that
are
nor
mal
ly r
elea
sed
toge
ther
Typi
cally
incl
udes
suf
ficie
nt c
ompo
nent
s to
per
form
a
usef
ul fu
nctio
n. F
or e
xam
ple
Fully
con
figur
ed d
eskt
op P
C, p
ayro
ll ap
plic
atio
nC
onsi
dera
tions
incl
ude
Ease
and
am
ount
of c
hang
e ne
eded
to
depl
oyR
esou
rces
nee
ded
to b
uild
, tes
t an
d de
ploy
Com
plex
ity o
f in
terf
aces
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
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1Rel
ease
and
Dep
loym
ent
Basi
c co
ncep
ts (2
of 3
)Bi
g ba
ng v
ersu
s ph
ased
app
roac
hPh
ased
app
roac
h ca
n be
by
user
s, lo
catio
ns,
Push
ver
sus
Pull
depl
oym
ent
Aut
omat
ed v
ersu
s m
anua
l dep
loym
ent
Rel
ease
Pac
kage
Sing
le r
elea
se o
r m
any
rela
ted
rele
ases
Can
incl
ude
hard
war
e, s
oftw
are,
util
ity, w
arra
nty,
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.120
2Rel
ease
and
Dep
loym
ent
Basi
c co
ncep
ts (3
of 3
)R
elea
se a
nd d
eplo
ymen
t m
odel
sSt
anda
rd a
ppro
ach
for
a re
leas
eO
vera
ll st
ruct
ure
for
build
ing
the
rele
ase
Exit
and
entr
y cr
iteri
a fo
r ea
ch s
tage
Build
and
tes
t en
viro
nmen
ts to
use
Rol
es a
nd r
espo
nsib
ilitie
sC
onfig
urat
ion
base
line
mod
elTe
mpl
ate
sche
dule
sR
elea
se a
nd d
eplo
ymen
t st
eps
Supp
ortin
g sy
stem
sH
ando
ver
activ
ities
Fron
t Met
rics
Tech
nolo
gies
ww
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ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.120
3Rel
ease
and
Dep
loym
ent
Rol
es (1
of 2
)R
elea
se p
acka
ge a
nd b
uild
man
ager
Esta
blis
hes
final
rel
ease
con
figur
atio
nBu
ilds
final
rel
ease
Test
s fin
al d
eliv
ery
prio
r to
inde
pend
ent t
estin
gEs
tabl
ishe
s an
d re
port
s kn
own
erro
rs a
nd w
orka
roun
dsPr
ovid
es in
put
to f
inal
impl
emen
tatio
n si
gn-o
ff
Fron
t Met
rics
Tech
nolo
gies
ww
w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.120
4Rel
ease
and
Dep
loym
ent
Rol
es (2
of 2
)D
eplo
ymen
t man
ager
Fina
l phy
sica
l del
iver
y of
the
ser
vice
impl
emen
tatio
nC
o-or
dina
tes
docu
men
tatio
n an
d co
mm
unic
atio
nsIn
clud
ing
trai
ning
and
cus
tom
er, s
ervi
ce m
anag
emen
t an
d te
chni
cal r
elea
se n
otes
Plan
s de
ploy
men
t w
ith C
hang
e, S
KMS
and
SAC
M
Tech
nica
l and
app
licat
ion
guid
ance
and
sup
port
In
clud
ing
know
n er
rors
and
wor
karo
unds
Feed
back
on
effe
ctiv
enes
s of
the
rel
ease
Rec
ords
met
rics
for
depl
oym
ent
To e
nsur
e w
ithin
agr
eed
SLA
s
Fron
t Met
rics
Tech
nolo
gies
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etric
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205Se
rvic
e V
alid
atio
n an
d Te
stin
g Pr
oces
sPr
oces
s fo
r es
tabl
ishi
ng t
hat
the
Serv
ice
Des
ign
and
rele
ase
will
del
iver
a n
ew o
r ch
ange
d se
rvic
e or
ser
vice
of
feri
ng th
at is
fit
for
purp
ose
and
fit fo
r us
e
Goa
l: to
ass
ure
that
a s
ervi
ce w
ill p
rovi
de v
alue
to
cust
omer
s an
d th
eir
busi
ness
The
Serv
ice
V M
odel
can
be
used
to
map
the
typ
es o
f te
st t
o ea
ch s
tage
of d
evel
opm
ent
Fron
t Met
rics
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gies
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etric
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206Ev
alua
tion
Proc
ess
Eval
uatio
n is
a g
ener
ic p
roce
ss t
hat
cons
ider
s w
heth
er
the
perf
orm
ance
of s
omet
hing
is a
ccep
tabl
e, v
alue
for
m
oney
, etc
. an
d w
heth
er it
will
be
proc
eede
d w
ith,
acce
pted
into
use
, pai
d fo
r, et
c.Pu
rpos
e: t
o pr
ovid
e a
cons
iste
nt a
nd s
tand
ardi
zed
mea
ns o
f det
erm
inin
g th
e pe
rfor
man
ce o
f a s
ervi
ce
chan
ge in
the
con
text
of e
xist
ing
and
prop
osed
ser
vice
s an
d IT
infr
astr
uctu
re--
Act
ual p
erfo
rman
ce o
f a c
hang
e is
ass
esse
d ag
ains
t its
pre
dict
ed p
erfo
rman
ce a
nd a
ny d
evia
tions
be
twee
n th
e tw
o ar
e un
ders
tood
and
man
aged
Fron
t Met
rics
Tech
nolo
gies
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etric
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207Kn
owle
dge
Man
agem
ent
Proc
ess
The
proc
ess
of e
nsur
ing
that
the
rig
ht in
form
atio
n is
de
liver
ed t
o th
e ap
prop
riat
e pl
ace
or c
ompe
tent
pe
rson
, at
the
righ
t tim
e to
ena
ble
info
rmed
dec
isio
nEn
sure
tha
t, at
a g
iven
tim
e an
d lo
catio
n, s
ervi
ce
prov
ider
sta
ff h
ave
adeq
uate
info
rmat
ion
on:
--W
ho is
cur
rent
ly u
sing
the
ir s
ervi
ces
--Th
e cu
rren
t st
ates
of c
onsu
mpt
ion
--Se
rvic
e de
liver
y co
nstr
aint
s--
Diff
icul
ties
face
d by
the
cus
tom
er in
fully
rea
lizin
g th
e be
nefit
s ex
pect
ed f
rom
the
ser
vice
Fron
t Met
rics
Tech
nolo
gies
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w.fr
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etric
s.co
m
Serv
ice
Des
ign
Serv
ice
ITIL
Serv
ice
Stra
teg
y
Serv
ice
Ope
ratio
n
Serv
ice
Des
ign
Serv
ice
Tran
sitio
n
208
Fron
t Met
rics
Tech
nolo
gies
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etric
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Serv
ice
Ope
ratio
n (S
O)
Coo
rdin
ate
and
carr
y-ou
t da
y-to
-day
act
iviti
esan
dpr
oces
ses
to d
eliv
er a
nd m
anag
e se
rvic
esat
agre
ed
leve
lsO
ngoi
ng m
anag
emen
t of
the
tec
hnol
ogy
that
is u
sed
to d
eliv
er a
nd s
uppo
rt s
ervi
ces
Whe
re th
e pl
ans,
des
igns
and
opt
imiz
atio
ns a
re
exec
uted
and
mea
sure
d
209
Fron
t Met
rics
Tech
nolo
gies
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etric
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.Serv
ice
Ope
ratio
n G
oals
Coo
rdin
ate
and
Exec
ute:
all
ongo
ing
activ
ities
req
uire
d to
del
iver
and
sup
port
ser
vice
s--
Exec
ute
the
Serv
ices
--C
oord
inat
e Se
rvic
e M
anag
emen
t pr
oces
ses
--M
anag
emen
t of
the
tec
hnol
ogy
infr
astr
uctu
re u
sed
to d
eliv
er s
ervi
ces
--C
oord
inat
e th
e pe
ople
who
man
age
the
tech
nolo
gy, p
roce
sses
, and
ser
vice
s
211
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.Scop
e of
SO
O
ngoi
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anag
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t of
:Th
e se
rvic
es t
hem
selv
esTh
e Se
rvic
e M
anag
emen
t pro
cess
esTe
chno
logy
Peop
le
212
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t Met
rics
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etric
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Val
ue t
o bu
sine
ss o
f SO
W
here
act
ual v
alue
of s
trat
egy,
des
ign
and
tran
sitio
n ar
e re
aliz
edby
the
cus
tom
ers
and
user
s
But
Whe
re b
usin
ess
depe
nden
cy u
sual
ly c
omm
ence
s
213
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214Ba
lanc
e: C
onfli
ctin
g M
otiv
es in
Ser
vice
O
pera
tion
Serv
ice
Ope
ratio
n: M
ore
than
rep
etiti
ve e
xecu
tion
--Se
rvic
es d
eliv
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in a
cha
ngin
g en
viro
nmen
t--
Con
flict
bet
wee
n st
atus
quo
and
ada
ptat
ion
--Ba
lanc
e be
twee
n co
nflic
ting
sets
of p
rior
ities
Bala
nce
Are
as o
f Con
flict
:--
Inte
rnal
IT V
iew
vs.
Ext
erna
l Bus
ines
s V
iew
--St
abili
ty v
s. R
espo
nsiv
enes
s--
Qua
lity
of S
ervi
ce v
s. C
ost
of S
ervi
ce--
Rea
ctiv
e vs
. Pro
activ
e
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215Ba
lanc
e: C
onfli
ctin
g M
otiv
es in
Ser
vice
O
pera
tion
Inte
rnal
IT V
iew
vs.
Ext
erna
l Bus
ines
s V
iew
--In
tern
al: I
T co
mpo
nent
s an
d sy
stem
s--
Exte
rnal
: Use
rs a
nd c
usto
mer
exp
erie
nces
Stab
ility
vs.
Res
pons
iven
ess
--St
abili
ty: S
tabl
e pl
atfo
rm a
nd c
onsi
sten
t--
Res
pons
iven
ess:
Qui
ck r
espo
nse
and
flexi
ble
Qua
lity
of S
ervi
ce v
s. C
ost
of S
ervi
ce--
Qua
lity:
Con
sist
ent
deliv
ery
of s
ervi
ce--
Cos
t: C
osts
and
res
ourc
e ut
iliza
tion
optim
alR
eact
ive
vs. P
roac
tive
--R
eact
ive:
Doe
s no
t ac
t un
til p
rom
pted
--Pr
oact
ive:
Alw
ays
look
ing
to im
prov
eFr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
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Exte
rnal
& In
tern
al F
ocus
216
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Exte
rnal
& In
tern
al F
ocus
217
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Exte
rnal
& In
tern
al F
ocus
218
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Exte
rnal
& In
tern
al F
ocus
219
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Stab
ility
& R
espo
nsiv
enes
s
220
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Stab
ility
& R
espo
nsiv
enes
s
221
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Stab
ility
& R
espo
nsiv
enes
s
222
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t Met
rics
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Serv
ice
Qua
lity
& S
ervi
ce C
ost
223
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rics
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Serv
ice
Qua
lity
& S
ervi
ce C
ost
224
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Serv
ice
Qua
lity
& S
ervi
ce C
ost
225
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Rea
ctiv
e &
Pro
activ
e
226
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Rea
ctiv
e &
Pro
activ
e
227
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Rea
ctiv
e &
Pro
activ
e
228
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Ope
ratio
n H
ealth
229
Wha
t is
oper
atio
n he
alth
?W
ho s
houl
d pa
y at
tent
ion
to o
pera
tion
heal
thy?
Thin
k yo
ur H
ealth
......
.H
eart
?Br
ain?
or o
ther
s?
Fron
t Met
rics
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gies
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The
valu
e of
com
mun
icat
ion
Goo
d co
mm
unic
atio
n is
nee
ded
betw
een
all I
TSM
pe
rson
nel a
nd w
ith u
sers
/cus
tom
ers/
part
ners
Issu
es c
an o
ften
be
miti
gate
d or
avo
ided
thr
ough
goo
d co
mm
unic
atio
nA
ll co
mm
unic
atio
n sh
ould
hav
e:In
tend
ed p
urpo
se a
nd/o
r re
sulta
nt a
ctio
nC
lear
aud
ienc
e, w
ho s
houl
d be
invo
lved
in d
ecid
ing
the
need
/for
mat
231
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232Se
rvic
e O
pera
tion
Proc
esse
s Ev
ent M
anag
emen
tIn
cide
nt M
anag
emen
tR
eque
st F
ulfil
lmen
tPr
oble
m M
anag
emen
tA
cces
s M
anag
emen
tFu
nctio
nsSe
rvic
e D
esk
Tech
nica
l Man
agem
ent
IT O
pera
tions
Man
agem
ent
App
licat
ions
Man
agem
ent
Fron
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.123
3Even
t M
anag
emen
tO
bjec
tives
Basi
c co
ncep
tsR
oles
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t Met
rics
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etric
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234Ev
ent
Man
agem
ent
Obj
ectiv
esD
etec
t Ev
ents
,mak
e se
nse
of t
hem
, and
det
erm
ine
the
appr
opri
ate
cont
rol a
ctio
nEv
ent
Man
agem
ent
is t
he b
asis
for
Ope
ratio
nal
Mon
itori
ng a
nd C
ontr
ol
Fron
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235Ev
ent
Man
agem
ent
Basi
c co
ncep
tsEv
ent
An
aler
t or
not
ifica
tion
crea
ted
by a
ny IT
Ser
vice
, C
onfig
urat
ion
Item
or
mon
itori
ng to
ol. F
or e
xam
ple
a ba
tch
job
has
com
plet
ed. E
vent
s ty
pica
lly r
equi
re IT
O
pera
tions
per
sonn
el t
o ta
ke a
ctio
ns, a
nd o
ften
lead
to
Inci
dent
s be
ing
logg
ed.
Even
t M
anag
emen
tTh
e Pr
oces
sre
spon
sibl
e fo
r m
anag
ing
Even
tsth
roug
hout
thei
r Li
fecy
cle.
A
lert
Fron
t Met
rics
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etric
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237Ev
ent
Man
agem
ent
Logg
ing
and
Filte
ring
Exce
ptio
n
War
ning
Filte
r
Info
rmat
ion
Fron
t Met
rics
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nolo
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etric
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238
Inci
dent
/Pro
ble
m/C
han
ge
Even
t M
anag
emen
t M
anag
ing
Exce
ptio
ns
Exce
ptio
n
Inci
dent
M
anag
emen
tIn
cide
nt
Prob
lem
M
anag
emen
tPr
oble
m
Cha
nge
Man
agem
ent
RFC
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rics
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etric
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239Ev
ent
Man
agem
ent
Info
rmat
ion
and
War
ning
s Inci
dent
/Pro
ble
m/C
han
ge
Inci
dent
Prob
lem
RFC
Info
rmat
ion
Log
Hum
an
Inte
rven
tion
Ale
rt
Do
any
one
or
com
bina
tion
War
ning
Aut
o Re
spon
se
Fron
t Met
rics
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etric
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240Ev
ent
Man
agem
ent
Rol
es
Even
t m
anag
emen
t ro
les
are
fille
d by
peo
ple
in t
he
follo
win
g fu
nctio
nsSe
rvic
e D
esk
Tech
nica
l Man
agem
ent
App
licat
ion
Man
agem
ent
IT O
pera
tions
Man
agem
ent
Fron
t Met
rics
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etric
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Met
rics
of E
vent
Man
agem
ent
wha
t?
241
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t Met
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Met
rics
of E
vent
Man
agem
ent
242
Fron
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Des
igni
ng f
or e
vent
man
agem
ent
1.In
stru
men
tatio
n
2432.
Erro
r M
essa
ging
Fron
t Met
rics
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etric
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Des
igni
ng f
or e
vent
man
agem
ent
2443.Ev
ent
Det
ectio
n &
Ale
rt M
echa
nism
s
4.Id
entif
icat
ion
of t
hres
hold
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t Met
rics
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etric
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245Inci
dent
Man
agem
ent
Obj
ectiv
esSc
ope
Busi
ness
val
ueBa
sic
conc
epts
Act
iviti
esIn
terf
aces
Key
met
rics
Rol
esC
halle
nges
Fron
t Met
rics
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etric
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246Inci
dent
Man
agem
ent
Obj
ectiv
eTo
res
tore
norm
al s
ervi
ce o
pera
tion
as q
uick
ly a
s po
ssib
lean
d m
inim
ize
adve
rse
impa
cton
the
bus
ines
s
Fron
t Met
rics
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etric
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247Inci
dent
Man
agem
ent
Scop
eM
anag
ing
any
disr
uptio
n or
pot
entia
l dis
rupt
ion
to li
ve
IT s
ervi
ces
Inci
dent
s ar
e id
entif
ied
Dire
ctly
by
user
s th
roug
h th
e Se
rvic
e D
esk
Thro
ugh
an in
terf
ace
from
Eve
nt M
anag
emen
t to
Inci
dent
M
anag
emen
t too
lsR
epor
ted
and/
or lo
gged
by
tech
nica
l sta
ff
Fron
t Met
rics
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etric
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248Inci
dent
Man
agem
ent
Busi
ness
val
ueQ
uick
er in
cide
nt r
esol
utio
nIm
prov
ed q
ualit
yR
educ
ed s
uppo
rt c
osts
Fron
t Met
rics
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Slid
e 24
9
Why
Inci
dent
Man
agem
ent
Ensu
re t
he b
est
use
of r
esou
rce
to s
upp
ort
the
busi
ness
Dev
elop
and
mai
ntai
n m
eani
ngfu
l rec
ord
sre
latin
g to
inci
dent
sD
evis
e an
d ap
ply
a co
nsis
tent
appr
oach
to
all
inci
dent
s re
port
ed
Inci
den
t D
efin
itio
nA
n in
cide
nt is
an
even
t w
hich
is n
otpa
rt o
f th
e st
and
ard
op
erat
ion
of a
ser
vice
and
whi
ch c
ause
s,
or m
ay c
ause
an
inte
rrup
tion
to, o
r a
red
ucti
onin
th
e qu
ality
of
that
ser
vice
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etric
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250Inci
dent
Man
agem
ent
Basi
c co
ncep
tsA
n In
cide
ntA
n un
plan
ned
inte
rrup
tion
or r
educ
tion
in t
he q
ualit
yof
an
IT S
ervi
ceA
ny e
vent
whi
ch c
ould
aff
ect
an IT
Ser
vice
in t
he fu
ture
is
also
an
Inci
dent
Tim
esca
les
Inci
dent
Mod
els
Maj
or In
cide
nts
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etric
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251Inci
dent
Man
agem
ent
Act
iviti
es
Hie
rarc
hic
Esca
lati
on
Nee
ded
?Ye s
Man
agem
ent
Esca
latio
n
Func
tion
al E
scal
atio
nN
eed
ed?
Yes
Yes
Yes
Maj
or In
cide
nt?
Serv
ice
Req
uest
?
No
No
End
No
No
Yes
To R
eque
st F
ulfil
men
t
From
Eve
nt M
gmt
From
Web
Inte
rfac
eU
ser
Phon
e C
all
Emai
l Tec
hnic
al S
taff
Inci
dent
Iden
tific
atio
n
Inci
dent
Log
ging
Inci
dent
Cat
egor
izat
ion
Inci
dent
Pri
oriti
zatio
n
Initi
al D
iagn
osis
Maj
or In
cide
nt P
roce
dure
Inve
stig
atio
n &
Dia
gnos
is
Res
olut
ion
and
Rec
over
y
Inci
dent
Clo
sure
Func
tiona
l Esc
alat
ion
2/3
Leve
l
Fron
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Slid
e 25
2Impa
ct, U
rgen
cy &
Pri
ority
IMPA
CT
-Th
e lik
ely
effe
ctth
e in
cide
nt w
ill h
ave
on t
he
busi
ness
(e.g
. num
bers
aff
ecte
d, m
agni
tude
)U
RG
ENC
Y-
Ass
essm
ent
of t
he s
pee
dw
ith w
hich
an
inci
dent
or
pro
blem
req
uire
s re
solu
tion
(i.e.
how
muc
h de
lay
will
the
res
olut
ion
bear
)PR
IOR
ITY
-th
e re
lativ
e se
quen
ce in
whi
ch a
n in
cide
nt o
r pr
oble
m n
eeds
to
be r
esol
ved,
bas
ed o
n im
pac
t an
d u
rgen
cy
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For
Exam
ple?
253
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254Inci
dent
Man
agem
ent
Inte
rfac
esPr
oble
m M
anag
emen
tSe
rvic
e A
sset
and
Con
figur
atio
n M
anag
emen
t (S
AC
M)
Cha
nge
Man
agem
ent
Cap
acity
Man
agem
ent
Ava
ilabi
lity
Man
agem
ent
Serv
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Leve
l Man
agem
ent
Fron
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255Inci
dent
Man
agem
ent
Key
met
rics
Tota
l num
ber
of in
cide
nts
(as
a co
ntro
l mea
sure
)Br
eakd
own
of in
cide
nts
at e
ach
stag
e (f
or e
xam
ple,
lo
gged
, WIP
, clo
sed,
etc
.)Si
ze o
f inc
iden
t ba
cklo
gM
ean
elap
sed
time
to r
esol
utio
n%
res
olve
d by
the
Ser
vice
Des
k (f
irst
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e fix
)%
han
dled
with
in a
gree
d re
spon
se t
ime
% r
esol
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with
in a
gree
d Se
rvic
e Le
vel A
gree
men
t ta
rget
No.
and
% o
f Maj
or In
cide
nts
No.
and
% o
f inc
iden
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rrec
tly a
ssig
ned
Ave
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cos
t of
inci
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han
dlin
gFr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
256Inci
dent
Man
agem
ent
Rol
esIn
cide
nt M
anag
erM
ay b
e pe
rfor
med
by
Serv
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Des
k Su
perv
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Supe
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Firs
t-Li
ne S
uppo
rtU
sual
ly S
ervi
ce D
esk
Ana
lyst
sSe
cond
-Lin
e Su
ppor
tTh
ird-
Line
Sup
port
(Tec
hnic
al M
anag
emen
t, IT
O
pera
tions
, App
licat
ions
Man
agem
ent,
Thir
d-p
arty
su
pplie
rs)
Fron
t Met
rics
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gies
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etric
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m
Slid
e 25
7
Red
uced
bus
ines
s im
pact
of
Inci
dent
s by
tim
ely
reso
lutio
nIm
prov
ed m
onito
ring
of p
erfo
rman
ce a
gain
st
targ
ets
Elim
inat
ion
of lo
st In
cide
nts
and
Serv
ice
Req
uest
sM
ore
accu
rate
CM
DB
info
rmat
ion
Impr
oved
Use
r sa
tisfa
ctio
nLe
ss d
isru
ptio
n to
bot
h IT
sup
port
sta
ff a
nd
Use
rs
Bene
fits
Fron
t Met
rics
Tech
nolo
gies
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etric
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Slid
e 25
8
Poss
ible
Pro
blem
sLa
ck o
f Man
agem
ent
com
mitm
ent
Lack
of a
gree
d C
usto
mer
ser
vice
leve
lsLa
ck o
f kno
wle
dge
or r
esou
rces
for
res
olvi
ng
inci
dent
sPo
orly
inte
grat
ed p
roce
sses
Uns
uita
ble
soft
war
e to
ols
Use
rs a
nd IT
sta
ff b
ypas
sing
the
pro
cess
Fron
t Met
rics
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gies
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etric
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259Inci
dent
Man
agem
ent
Cha
lleng
esA
bilit
y to
det
ect
inci
dent
s as
qui
ckly
as
poss
ible
(d
epen
denc
y on
Eve
nt M
anag
emen
t)En
suri
ng a
ll in
cide
nts
are
logg
edEn
suri
ng p
revi
ous
hist
ory
is a
vaila
ble
(Inci
dent
s,
Prob
lem
s, K
now
n Er
rors
, Cha
nges
)In
tegr
atio
n w
ith C
onfig
urat
ion
Man
agem
ent
Syst
em,
Serv
ice
Leve
l Man
agem
ent,
and
Know
n Er
ror
Dat
abas
e (C
MS,
SLM
, KED
B)
Fron
t Met
rics
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etric
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260Req
uest
Ful
fillm
ent
O
bjec
tives
Basi
c co
ncep
tsR
oles
Fron
t Met
rics
Tech
nolo
gies
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etric
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m
261Req
uest
Ful
fillm
ent
Obj
ectiv
es
To p
rovi
de a
cha
nnel
for
user
s to
req
uest
and
rec
eive
st
anda
rd s
ervi
ces
for
whi
ch a
pre
def
ined
app
rova
l and
qu
alifi
catio
n pr
oces
s ex
ists
To
pro
vide
info
rmat
ion
to u
sers
and
cus
tom
ers
abou
t th
e av
aila
bilit
y of
ser
vice
s an
d th
e pr
oced
ure
for
obta
inin
g th
emTo
sou
rce
and
deliv
er t
he c
ompo
nent
s of
req
uest
ed
stan
dard
ser
vice
s(f
or e
xam
ple
licen
ses
and
soft
war
e m
edia
)To
ass
ist
with
gen
eral
info
rmat
ion,
com
plai
nts
or
com
men
ts
Fron
t Met
rics
Tech
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etric
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262Req
uest
Ful
fillm
ent
Basi
c co
ncep
tsSe
rvic
e R
eque
stA
requ
estf
rom
a U
ser
for
info
rmat
ion
or a
dvic
e,or
for
a
Stan
dard
Cha
nge.
For
exa
mpl
e To
res
et a
pas
swor
d, o
r to
pro
vide
sta
ndar
d IT
Ser
vice
s fo
r a
new
Use
r
Req
uest
Mod
el
Fron
t Met
rics
Tech
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gies
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etric
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263Se
lf H
elp
Web
bas
ed fr
ont
end
men
u dr
iven
sho
ppin
gca
rt e
xper
ienc
e
Sign
ifica
nt o
ppor
tuni
ty t
o:Im
prov
e re
spon
sive
ness
Redu
ce c
osts
Exte
nd h
ours
of s
ervi
ceRe
duce
dem
and
on IT
sta
ffIm
prov
e qu
ality
Inci
dent
Man
agem
ent
Ass
et o
r C
MBD
Requ
est
Fulfi
llmen
t
Cha
nge
Man
agem
ent
Dep
loym
ent
Acc
ess
Man
agem
ent
Fron
t Met
rics
Tech
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gies
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etric
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264Req
uest
Ful
fillm
ent
Rol
esN
ot u
sual
ly d
edic
ated
sta
ffSe
rvic
e D
esk
staf
fIn
cide
nt M
anag
emen
t st
aff
Serv
ice
Ope
ratio
ns t
eam
s
Fron
t Met
rics
Tech
nolo
gies
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etric
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265Prob
lem
Man
agem
ent
O
bjec
tives
Basi
c co
ncep
tsR
oles
Fron
t Met
rics
Tech
nolo
gies
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etric
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m
266Prob
lem
Man
agem
ent
Obj
ectiv
es
To p
reve
nt p
robl
ems
and
resu
lting
Inci
dent
sfr
om
happ
enin
gTo
elim
inat
e re
curr
ing
inci
dent
sTo
min
imiz
e th
e im
pact
of i
ncid
ents
tha
t ca
nnot
be
prev
ente
d
Fron
t Met
rics
Tech
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gies
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etric
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267Prob
lem
Man
agem
ent
Basi
c co
ncep
ts (1
of 2
)Pr
oble
mTh
e un
know
n ca
use
of o
ne o
r m
ore
inci
dent
sPr
oble
m M
odel
sW
orka
roun
dKn
own
Erro
rKn
own
Erro
r D
atab
ase
Fron
t Met
rics
Tech
nolo
gies
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etric
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268Prob
lem
Man
agem
ent
Basi
c co
ncep
ts (2
of 2
)R
eact
ive
Prob
lem
Man
agem
ent
Res
olut
ion
of u
nder
lyin
g ca
use(
s)C
over
ed in
Ser
vice
Ope
ratio
nPr
o-ac
tive
Prob
lem
Man
agem
ent
Prev
entio
n of
futu
re p
robl
ems
Gen
eral
ly u
nder
take
n as
par
t of
CSI
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t Met
rics
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e 26
9
Proa
ctiv
e A
ctiv
ities
Tren
d A
naly
sis
-Po
st-C
hang
e oc
curr
ence
of p
artic
ular
Pro
blem
s-
Rec
urri
ng P
robl
ems
per
type
or
per
com
pone
nt-
Trai
ning
, doc
umen
tatio
n is
sues
Prev
enta
tive
Act
ion
-R
aisi
ng R
FC t
o pr
even
t oc
curr
ence
/rec
urre
nce
-In
itiat
e ed
ucat
ion
and
trai
ning
-En
sure
adh
eren
ce t
o pr
oced
ures
-In
itiat
e pr
oces
s im
prov
emen
t-
Prov
ide
feed
back
to
test
ing,
tra
inin
g an
d do
cum
enta
tion
Fron
t Met
rics
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gies
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etric
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270Prob
lem
Man
agem
ent
Rol
esPr
oble
m M
anag
erSu
ppor
ted
by t
echn
ical
gro
ups
Tech
nica
l Man
agem
ent
IT O
pera
tions
App
licat
ions
Man
agem
ent
Thir
d-pa
rty
supp
liers
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
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Prob
lem
Inve
stig
atio
n an
d D
iagn
osis
Obj
ectiv
esBa
sic
conc
epts
Rol
es
271
Fron
t Met
rics
Tech
nolo
gies
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etric
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Chr
onol
ogic
al A
naly
sis
272
Fron
t Met
rics
Tech
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gies
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etric
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Pain
Val
ue A
naly
sis
273
Fron
t Met
rics
Tech
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gies
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etric
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Kepn
er a
nd T
rego
e
274
Fron
t Met
rics
Tech
nolo
gies
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etric
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Ishi
kaw
a D
iagr
am
276
Fron
t Met
rics
Tech
nolo
gies
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etric
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Pret
o A
naly
sis
283
Fron
t Met
rics
Tech
nolo
gies
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etric
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Pret
o A
naly
sis-
Exam
ple
284
Fron
t Met
rics
Tech
nolo
gies
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etric
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285Pret
o A
naly
sis-
Exam
ple
Fron
t Met
rics
Tech
nolo
gies
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etric
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287Acc
ess
Man
agem
ent
O
bjec
tives
Basi
c co
ncep
tsR
oles
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
m
288Acc
ess
Man
agem
ent
Obj
ectiv
esG
rant
ing
auth
oriz
ed u
sers
the
righ
t to
use
a s
ervi
ce
Prev
entin
g ac
cess
byno
n-au
thor
ized
use
rs
Fron
t Met
rics
Tech
nolo
gies
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etric
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289Acc
ess
Man
agem
ent
Basi
c co
ncep
tsA
cces
sId
entit
yR
ight
sSe
rvic
e or
Ser
vice
Gro
ups
Dir
ecto
ry S
ervi
ces
Fron
t Met
rics
Tech
nolo
gies
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etric
s.co
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290Acc
ess
Man
agem
ent
Rol
esN
ot u
sual
ly d
edic
ated
sta
ff
Acc
ess
man
agem
ent
is a
n ex
ecut
ion
of A
vaila
bilit
y M
anag
emen
t an
d In
form
atio
n Se
curi
ty M
anag
emen
tSe
rvic
e D
esk
staf
fTe
chni
cal M
anag
emen
t st
aff
App
licat
ion
Man
agem
ent
staf
fIT
Ope
ratio
ns s
taff
Fron
t Met
rics
Tech
nolo
gies
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etric
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291
Serv
ice
Des
k
Serv
ice
Ope
ratio
n fu
nctio
ns
IT O
pera
tions
Man
agem
ent
Ope
ratio
ns C
ontr
ol
Faci
litie
s M
anag
emen
t
Tech
nica
lM
anag
emen
tA
pplic
atio
nM
anag
emen
t
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.129
2Serv
ice
Des
kPr
imar
y po
int
of c
onta
ctD
eals
with
all
user
issu
es(in
cide
nts,
req
uest
s, s
tand
ard
chan
ges)
Coo
rdin
ates
act
ions
acr
oss
the
IT o
rgan
izat
ion
to m
eet
user
req
uire
men
tsD
iffer
ent
optio
ns (L
ocal
, Cen
tral
ized
, Vir
tual
, Fol
low
-th
e-Su
n, s
peci
aliz
ed g
roup
s)
Fron
t Met
rics
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gies
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etric
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293
Use
rU
ser
Use
rU
ser
Serv
ice
Des
k
Requ
est
Fulfi
lmen
t3r
dPa
rty
Supp
ort
IT
Ope
ratio
ns
Man
agem
ent
App
licat
ion
Man
agem
ent
Tech
nica
l M
anag
emen
t
Loca
l Ser
vice
Des
k
Fron
t Met
rics
Tech
nolo
gies
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etric
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294
Cus
tom
er S
ite
1C
usto
mer
Sit
e 2
Cus
tom
er S
ite
3
Serv
ice
Des
k
Requ
est
Fulfi
lmen
t3r
dPa
rty
Supp
ort
ITO
pera
tions
M
anag
emen
t
App
licat
ion
Man
agem
ent
Tech
nica
l M
anag
emen
t
Seco
nd L
ine
Supp
ort
Cen
tral
ized
Ser
vice
Des
k
Fron
t Met
rics
Tech
nolo
gies
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etric
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295
Vir
tual
Se
rvic
e D
esk
Paris
Serv
ice
Des
k
San
Fran
cisc
oSe
rvic
e D
esk
Rio
de
Jane
iroSe
rvic
e D
esk
Beiji
ngSe
rvic
e D
esk
Lond
onSe
rvic
e D
esk
Sydn
eySe
rvic
e D
esk
Serv
ice
Know
ledg
e M
anag
emen
t Sy
stem
Vir
tual
Ser
vice
Des
k
Fron
t Met
rics
Tech
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gies
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etric
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296Se
rvic
e D
esk
obje
ctiv
esLo
ggin
g an
d ca
tego
rizi
ngIn
cide
nts,
Ser
vice
Req
uest
s an
d so
me
cate
gori
es o
f cha
nge
Firs
t lin
e in
vest
igat
ion
and
diag
nosi
sEs
cala
tion
Com
mun
icat
ion
with
Use
rs a
nd IT
Sta
ffC
losi
ng c
alls
Cus
tom
er s
atis
fact
ion
Upd
ate
the
CM
S if
so a
gree
d
Fron
t Met
rics
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gies
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etric
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297Se
rvic
e D
esk
staf
fing
Cor
rect
num
ber
and
qual
ifica
tions
at
any
give
n tim
e,
cons
ider
ing:
Cus
tom
er e
xpec
tatio
ns a
nd b
usin
ess
requ
irem
ents
Num
ber o
f use
rs t
o su
ppor
t, th
eir
lang
uage
and
ski
llsC
over
age
perio
d, o
ut-o
f-ho
urs,
tim
e zo
nes/
loca
tions
, tr
avel
tim
ePr
oces
ses
and
proc
edur
es in
pla
ceM
inim
um q
ualif
icat
ions
Inte
rper
sona
l ski
llsBu
sine
ss u
nder
stan
ding
IT u
nder
stan
ding
Skill
set
sC
usto
mer
and
Tec
hnic
al e
mph
asis
, Exp
ert
Fron
t Met
rics
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gies
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etric
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298Se
rvic
e D
esk
met
rics
Peri
odic
eva
luat
ions
of h
ealth
, mat
urity
, eff
icie
ncy,
ef
fect
iven
ess
and
any
oppo
rtun
ity t
o im
prov
eR
ealis
tic a
nd c
aref
ully
cho
sen
tota
l num
ber
of c
all i
s no
t its
elf
good
or
bad
Som
e ex
ampl
es:
Firs
t-lin
e re
solu
tion
rate
Ave
rage
tim
e to
res
olve
and
/or
esca
late
an
inci
dent
Tota
l cos
ts fo
r th
e pe
riod
divi
ded
by t
otal
cal
l dur
atio
n m
inut
esTh
e nu
mbe
r of
cal
ls b
roke
n do
wn
by ti
me
of d
ay a
nd d
ay
of w
eek,
com
bine
d w
ith t
he a
vera
ge c
all-
time
Fron
t Met
rics
Tech
nolo
gies
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etric
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299Te
chni
cal M
anag
emen
tTh
e gr
oups
, dep
artm
ents
or
team
s th
at p
rovi
de
tech
nica
l exp
ertis
e an
d ov
eral
l man
agem
ent
of t
he IT
In
fras
truc
ture
C
usto
dian
s of
tec
hnic
al k
now
ledg
e an
d ex
pert
ise
rela
ted
to m
anag
ing
the
IT In
fras
truc
ture
Prov
ide
the
actu
al r
esou
rces
to s
uppo
rt th
e IT
Ser
vice
M
anag
emen
t Life
cycl
e Pe
rfor
m m
any
of t
he c
omm
on a
ctiv
ities
alre
ady
outli
ned
Exec
ute
mos
t IT
SM p
roce
sses
Fron
t Met
rics
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gies
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etric
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300Te
chni
cal M
anag
emen
t or
gani
zatio
nTe
chni
cal t
eam
s ar
e us
ually
alig
ned
to t
he t
echn
olog
y th
ey m
anag
eC
an in
clud
e op
erat
iona
l act
iviti
esEx
ampl
esM
ainf
ram
e m
anag
emen
tSe
rver
Man
agem
ent
Inte
rnet
/ W
eb M
anag
emen
tN
etw
ork
Man
agem
ent
Dat
abas
e A
dmin
istr
atio
n
Fron
t Met
rics
Tech
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gies
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etric
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301Te
chni
cal M
anag
emen
t O
bjec
tives
Des
ign
of r
esili
ent,
cost
-ef
fect
ive
infr
astr
uctu
re
conf
igur
atio
nM
aint
enan
ce o
f the
in
fras
truc
ture
Supp
ort
duri
ng t
echn
ical
fa
ilure
s
Fron
t Met
rics
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nolo
gies
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etric
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302Te
chni
cal M
anag
emen
t R
oles
Tech
nica
l Man
ager
sTe
am L
eade
rsTe
chni
cal A
naly
sts
/ A
rchi
tect
sTe
chni
cal O
pera
tor
Fron
t Met
rics
Tech
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etric
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303IT O
pera
tions
Man
agem
ent
The
depa
rtm
ent,
grou
p or
tea
m o
f peo
ple
resp
onsi
ble
-to-
day
oper
atio
nal a
ctiv
ities
, suc
h as
:C
onso
le M
anag
emen
tJo
b Sc
hedu
ling
Back
up a
nd R
esto
re
Prin
t an
d O
utpu
t man
agem
ent
Perf
orm
ance
of m
aint
enan
ce a
ctiv
ities
Faci
litie
s M
anag
emen
tO
pera
tions
Brid
geN
etw
ork
Ope
ratio
ns C
ente
rM
onito
ring
the
infr
astr
uctu
re, a
pplic
atio
ns a
nd s
ervi
ces
Fron
t Met
rics
Tech
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etric
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304IT O
pera
tions
Man
agem
ent
Obj
ectiv
es
infr
astr
uctu
re s
tabi
lity
Iden
tify
oppo
rtun
ities
to
impr
ove
oper
atio
nal
perf
orm
ance
and
sav
e co
sts
Initi
al d
iagn
osis
and
res
olut
ion
of o
pera
tiona
l Inc
iden
ts
Fron
t Met
rics
Tech
nolo
gies
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etric
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305IT O
pera
tions
Man
agem
ent
Rol
esIT
Ope
ratio
ns M
anag
erSh
ift L
eade
rsIT
Ope
ratio
ns A
naly
sts
IT O
pera
tors
Fron
t Met
rics
Tech
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gies
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etric
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306App
licat
ions
Man
agem
ent
Man
ages
App
licat
ions
thr
ough
out t
heir
Life
cycl
ePe
rfor
med
by
any
depa
rtm
ent,
grou
p or
tea
m
man
agin
g an
d su
ppor
ting
oper
atio
nal A
pplic
atio
ns
Rol
e in
the
des
ign,
tes
ting
and
impr
ovem
ent
of
App
licat
ions
tha
t fo
rm p
art
of IT
Ser
vice
sIn
volv
ed in
dev
elop
men
t pr
ojec
ts, b
ut n
ot u
sual
ly t
he
sam
e as
the
App
licat
ion
Dev
elop
men
t te
ams
Cus
todi
an o
f exp
ertis
e fo
r A
pplic
atio
nsPr
ovid
es r
esou
rces
thr
ough
out t
he li
fecy
cle
Gui
danc
e to
IT O
pera
tions
Man
agem
ent
Fron
t Met
rics
Tech
nolo
gies
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etric
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307App
licat
ions
Man
agem
ent
Obj
ectiv
esW
ell d
esig
ned,
res
ilien
t, co
st e
ffec
tive
appl
icat
ions
Ensu
ring
ava
ilabi
lity
of fu
nctio
nalit
yM
aint
ain
oper
atio
nal a
pplic
atio
nsSu
ppor
t du
ring
app
licat
ion
failu
res
Fron
t Met
rics
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etric
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308App
licat
ions
Man
agem
ent
Rol
esA
pplic
atio
n M
anag
er /
Tea
m le
ader
sA
pplic
atio
ns A
naly
st /
Arc
hite
ct
Not
e: A
pplic
atio
n M
anag
emen
t te
ams
are
usua
lly
alig
ned
to t
he a
pplic
atio
ns t
hey
man
age
Fron
t Met
rics
Tech
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gies
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etric
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Serv
ice
Des
ign
Serv
ice
ITIL
Serv
ice
Stra
teg
y
Serv
ice
Ope
ratio
n
Serv
ice
Des
ign
Con
tinua
l Ser
vice
Impr
ovem
ent
Serv
ice
Tran
sitio
n
309
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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Con
tinua
l Ser
vice
Impr
ovem
ent
(CSI
)A
ims
to c
ontin
ually
alig
nIT
ser
vice
s to
cha
ngin
g bu
sine
ss n
eeds
by
iden
tifyi
ngan
d im
plem
entin
gim
prov
emen
tsC
ontin
ually
look
ing
for
way
s to
impr
ove
proc
ess
effic
ienc
y an
d ef
fect
iven
ess
as w
ell a
s co
st e
ffec
tiven
ess
310
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Scop
e of
CSI
Ove
rall
heal
th o
f ITS
M a
s a
disc
iplin
e an
d of
the
se
rvic
esA
lignm
ent o
f the
ser
vice
por
tfol
io w
ith b
usin
ess
need
sM
atur
ity o
f pro
cess
es
311
Fron
t Met
rics
Tech
nolo
gies
ww
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ontm
etric
s.co
m
Val
ue t
o bu
sine
ss o
f C
SIIm
prov
ed s
ervi
ce q
ualit
y, h
ighe
r av
aila
bilit
yG
radu
al c
ost
redu
ctio
ns a
nd b
ette
r co
st-j
ustif
icat
ion
Bett
er in
form
atio
n ab
out
exis
ting
serv
ices
and
are
as f
or
impr
ovem
ent
Bett
er b
usin
ess/
IT a
lignm
ent
Incr
ease
d fle
xibi
lity
and
adap
tabi
lity
Impr
oved
com
mun
icat
ion
RO
I/V
OI
312
Fron
t Met
rics
Tech
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gies
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etric
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313Con
tinua
l Ser
vice
Impr
ovem
ent
(CSI
)C
SI a
nd O
rgan
izat
iona
l Cha
nge
CSI
Mod
elM
easu
rem
ents
and
met
rics
The
7 St
ep Im
prov
emen
t Pr
oces
sC
ontin
ual S
ervi
ce Im
prov
emen
t ro
les:
Serv
ice
Man
ager
C
ontin
ual S
ervi
ce Im
prov
emen
t M
anag
er
Fron
t Met
rics
Tech
nolo
gies
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etric
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314CSI
and
Org
aniz
atio
nal C
hang
eSu
cces
sful
CSI
req
uire
s or
gani
zatio
nal c
hang
eO
rgan
izat
iona
l cha
nge
pres
ents
cha
lleng
esU
se fo
rmal
app
roac
hes
to
addr
ess
peop
le-r
elat
ed
issu
es:
step
s to
tra
nsfo
rmin
g yo
ur
orga
niza
tion
Proj
ect
Man
agem
ent
Fron
t Met
rics
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gies
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315Con
tinua
l Ser
vice
Impr
ovem
ent
Mod
elW
hat
is t
hevi
sion
?Bu
sine
ss v
isio
n,m
issi
on, g
oals
and
obje
ctiv
es
Whe
re a
re w
eno
w?
Base
line
asse
ssm
ents
Whe
re d
o w
ew
ant
to b
e?M
easu
rabl
eta
rget
s
How
do
we
get
ther
e?Se
rvic
e an
dpr
oces
sim
prov
emen
t
Did
we
get
ther
e?M
easu
rem
ent
and
met
rics
How
do
we
keep
the
mom
entu
mgo
ing?
Fron
t Met
rics
Tech
nolo
gies
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etric
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316Wha
t is
Ser
vice
Mea
sure
men
t?
The
abili
ty t
o pr
edic
tan
dre
port
ser
vice
per
form
ance
agai
nst
targ
ets
of a
n en
d-to
-en
d se
rvic
eW
ill r
equi
re s
omeo
ne t
o ta
ke t
he in
divi
dual
m
easu
rem
ents
and
co
mbi
ne th
em t
o pr
ovid
e a
view
of t
he c
usto
mer
ex
peri
ence
This
dat
a ca
n be
ana
lyze
d ov
er t
ime
to p
rodu
ce a
tr
end
This
dat
a ca
n be
col
lect
ed
at m
ultip
le le
vels
(eg.
CIs
, Fr
ont M
etric
s Te
chno
logi
esw
ww
.fron
tmet
rics.
com
317Why
do
we
mea
sure
?
Fact
ual E
vide
nce
To J
ustif
y
Stra
tegi
c V
isio
n
To V
alid
ate
Targ
ets
and
Met
rics
To D
irect
Cha
nges
,co
rrec
tive
actio
ns
To In
terv
ene
Your
Mea
sure
men
t Fr
amew
ork
Fron
t Met
rics
Tech
nolo
gies
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etric
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m
318Ty
pes
of m
etri
csTe
chno
logy
met
rics
: typ
ical
ly c
ompo
nent
s &
ap
plic
atio
ns. F
or e
xam
ple
Perf
orm
ance
Ava
ilabi
lity
Proc
ess
met
rics
: Cri
tical
Suc
cess
Fac
tors
(CSF
s), K
ey
Perf
orm
ance
Indi
cato
rs (K
PIs)
, act
ivity
met
rics
for
ITSM
pr
oces
ses
Serv
ice
met
rics
: end
-to-
end
serv
ice
met
rics
Fron
t Met
rics
Tech
nolo
gies
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w.fr
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etric
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m
319Th
e D
emin
g C
ycle
: Pla
n, D
o, C
heck
and
Act
(P
DC
A)
Hel
ps a
chie
ve s
tead
y, o
ngoi
ng s
ervi
ce im
prov
emen
tFu
ndam
enta
l to
Con
tinua
l Ser
vice
Impr
ovem
ent
Fron
t Met
rics
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gies
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etric
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320Th
e D
emin
g C
ycle
: Pla
n, D
o, C
heck
and
Act
(P
DC
A)
Hel
ps a
chie
ve s
tead
y, o
ngoi
ng s
ervi
ce im
prov
emen
tFu
ndam
enta
l to
Con
tinua
l Ser
vice
Impr
ovem
ent
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
s.co
m
321Th
e 7
Step
Impr
ovem
ent
Proc
ess
Purp
ose
Fund
amen
tal t
o C
ontin
ual
Serv
ice
Impr
ovem
ent
is t
he
conc
ept
of m
easu
rem
ent
The
7 St
ep Im
prov
emen
t Pr
oces
s is
des
igne
d to
pr
ovid
e th
is m
easu
rem
ent
Fron
t Met
rics
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gies
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etric
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322Th
e D
emin
g C
ycle
: Ste
ady,
Ong
oing
Im
prov
emen
tA
ll fo
ur s
tage
s of
Dem
ing
Cyc
le u
sed
whe
n ap
plyi
ng C
SI t
ose
rvic
es a
nd S
ervi
ce M
anag
emen
t pr
oces
ses:
1. P
lan
= P
lan
CSI
2. D
o =
Impl
emen
t C
SI3.
Che
ck =
Mon
itor,
mea
sure
, rev
iew
the
CSI
4. A
ct =
Mod
ify t
he C
SITh
e C
heck
and
Act
sta
ges
are
used
to
mon
itor,
mea
sure
,re
view
and
impl
emen
t in
itiat
ives
Req
uire
s a
proc
ess-
led
appr
oach
to
man
agem
ent:
--D
efin
ed p
roce
sses
are
in p
lace
--A
ctiv
ities
are
mea
sure
d fo
r co
mpl
ianc
e to
exp
ecte
d va
lues
--O
utpu
ts a
re a
udite
d to
val
idat
e an
d im
prov
e th
e pr
oces
s
Fron
t Met
rics
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etric
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323Th
e 7
Step
Impr
ovem
ent
Proc
ess
1.D
efin
e w
hat
you
shou
ld
mea
sure
.
2.D
efin
e w
hat
you
can
mea
sure
.
3.G
athe
r th
e da
ta. W
ho, h
ow,
whe
n. In
tegr
ity
on t
he d
ata?
4.Pr
oces
s th
e da
ta.
Freq
uenc
y,
form
at, s
yste
m,
accu
racy
.
5.A
naly
ze t
he d
ata.
Re
latio
nshi
ps,
tren
ds, a
ccor
ding
to
pla
n, t
arge
ts
met
, cor
rect
ive
actio
ns?
6.Pr
esen
t an
d us
e th
e in
form
atio
n as
sess
men
t su
mm
ary
actio
n pl
ans,
etc
.
7.Im
plem
ent
corr
ectiv
e ac
tion.
Iden
tify
Vis
ion
Tact
ical
goa
lsO
pera
tiona
l goa
ls
Wis
dom
Know
ledg
e
Info
rmat
ion
Dat
a
Goa
ls
Fron
t Met
rics
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gies
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etric
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324Rol
e of
the
Con
tinua
l Ser
vice
Impr
ovem
ent
Man
ager
Ulti
mat
ely
resp
onsi
ble
for
the
succ
ess
of a
ll im
prov
emen
t act
iviti
esC
omm
unic
ates
the
CSI
vis
ion
acro
ss t
he IT
org
aniz
atio
nD
efin
es a
nd r
epor
ts o
n C
SI C
ritic
al S
ucce
ss F
acto
rs, K
ey
Perf
orm
ance
Indi
cato
rs a
nd C
SI a
ctiv
ity m
etri
csC
o-or
dina
tes
CSI
thr
ough
out
the
serv
ice
lifec
ycle
Build
s ef
fect
ive
rela
tions
hips
with
the
bus
ines
s an
d IT
m
anag
ers
Ensu
res
mon
itori
ng is
in p
lace
to
gath
er d
ata
Wor
ks w
ith p
roce
ss a
nd s
ervi
ce o
wne
rs t
o id
entif
y im
prov
emen
ts a
nd im
prov
e qu
ality
Fron
t Met
rics
Tech
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gies
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ontm
etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.132
5
Fron
t Met
rics
Tech
nolo
gies
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etric
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326
CM
MI
TOG
AF
eTO
M
Six
Sigm
a
PMBO
K
PRIN
CE2
SOA
CO
BIT
M_o
_R
ISO
/IEC
20
000
SOX
Cer
tifie
dTr
aini
ng
ISO
/IEC
1779
9
ISO
/IEC
1977
0
Serv
ice
Des
ign
Serv
ice
ITIL
Serv
ice
Stra
teg
y
Serv
ice
Ope
ratio
n
Serv
ice
Des
ign
Con
tinua
l Ser
vice
Impr
ovem
ent Se
rvic
eTr
ansi
tion
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
Serv
ice
Man
agem
ent
Tech
nolo
gy a
nd
Arc
hite
ctur
e
Fron
t Met
rics
Tech
nolo
gies
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w.fr
ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.132
8Serv
ice
Man
agem
ent
Tech
nolo
gy a
nd A
rchi
tect
ure
Two
type
s of
arc
hite
ctur
e an
d te
chno
logy
To im
plem
ent
and
deliv
er t
he IT
Ser
vice
sTo
man
age
the
lifec
ycle
of t
he IT
Ser
vice
sTh
is m
odul
e is
abo
ut a
rchi
tect
ure
and
tech
nolo
gy to
m
anag
e th
e IT
Ser
vice
s
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
s.co
m
ITIL
V3
Foun
datio
n C
ours
e V
er.1
.132
9Scop
eSe
rvic
e D
esig
n To
ols
Serv
ice
Man
agem
ent
Tool
sEv
ent
Man
agem
ent
Tool
sKn
owle
dge
Man
agem
ent
Tool
sC
onfig
urat
ion
Man
agem
ent S
yste
mTo
ol s
elec
tion
Fron
t Met
rics
Tech
nolo
gies
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ontm
etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.133
0Serv
ice
Des
ign
tool
sSc
ope
Bene
fits
Spee
d up
the
des
ign
proc
ess
Ensu
re s
tand
ards
and
rul
es a
re f
ollo
wed
Val
idat
e de
sign
s be
fore
impl
emen
tatio
n
Fron
t Met
rics
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etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.133
1Serv
ice
Man
agem
ent
tool
s Sc
ope
Typi
cally
incl
udes
Inci
dent
, Pro
blem
, Cha
nge
Oft
en in
clud
es C
onfig
urat
ion
Man
agem
ent
Oft
en in
clud
es W
orkf
low
Man
agem
ent
May
be
inte
grat
ed w
ith S
ervi
ce K
now
ledg
e M
anag
emen
t sy
stem
May
be
a si
ngle
inte
grat
ed t
ools
et o
r a
set
of d
istin
ct
tool
s w
ith d
ata
exch
ange
Fron
t Met
rics
Tech
nolo
gies
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etric
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ITIL
V3
Foun
datio
n C
ours
e V
er.1
.133
2Serv
ice
Man
agem
ent
tool
s Be
nefit
sR
educ
ed t
ime
and
effo
rt t
o m
anag
e in
cide
nts,
pr
oble
ms
and
chan
ges
Ensu
re s
tand
ards
and
rul
es a
re f
ollo
wed
Enab
le h
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4Even
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5Even
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6Know
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Q&
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