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IT Service Management Process Maps 

Jan 28, 2016 11:37 AM

IT Service Management Process Maps


Select Your Route to ITIL® Best Practice


Brian Johnson                — VP and WW ITIL Practice Manager, CA Inc.

Nancy Hinich                  — Solution Manager, Technical Services, CA Inc.

Pete Waterhouse           — Director, Business Service Optimization, CA Inc. June 2006




The Information Technology Infrastructure Library (ITIL®) has become the de facto standard in IT Service Management (ITSM) best practice and the lens through which the value of IT service is viewed and measured. From its humble beginning as a collection of best practices in 1988, ITIL has almost achieved ‘cult’ status in IT operations management. And while global adoption rates vary, many IT organizations are turning to ITIL to improve the quality and cost effectiveness of the services they provide to the business. Many IT organizations, however, start on their IT Service Management journey believing the ultimate goal and destination is to implement ITIL. But as the old adage says, “If you don’t know where you are going, any road will get you there”. ITIL is a vehicle used to help reach the ultimate destination, which is to improve service. What are really needed are maps that chart a course towards these goals. This paper presents a unique approach to charting the ITIL journey through a visual representation of the ITIL framework and its interdependent processes, utilizing the concept of an urban underground transport system. Using ITSM process maps as a set of resource guides, it provides IT executives, strategists and implementers with a common reference point for ITIL understanding, communication and successful project planning and implementation.



About the Authors


Brian Johnson is the founder and Honorary Life Vice President of itSMF, and was part of the British government team that developed the standards for ITIL. He is now the Worldwide ITIL Practice Manager for CA. Brian led the first successful government implementation of ITIL best practices as well as the first private sector implementation. He has authored more than 15 titles on ITIL guidelines and related topics.


Peter Waterhouse is Director of Product Marketing in CA’s Business Service Optimization business unit. Peter has 15 years of experience in Enterprise Systems Management, with specialization in IT Service Management, IT Governance and best practices.


Nancy Hinich is a World Wide ITIL Solution Manager where she advises senior management of customer organizations to identify the opportunity for ITIL best practices and implementation programs for business service improvements. She has 10 years of IT experience and holds a Manager’s Certificate in IT Service Management.

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