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Overview

SolutionMethod™ describes a service methodology framework for ITSM that is based on ITIL best practices. The focus of SolutionMethod™ is to enable service, its delivery and management. It is an iterative methodology that has multiple entry points but most typically begins with business end-users/Customer requirements and concludes with a qualification and quantification of services provided to satisfy those requirements both tactically and strategically.

This evolutionary approach enables organizations the ability to adaptively integrate best practices based on their specific maturity level and priorities. SolutionMethod™ employs a phased approach to ITSM that consists of assessment, architecture and design, planning, implementation, and support. With each phase 5 perspectives of people, process, technology, organization, and integration are evaluated.

The high level goal for ITSM structure encompasses the following:

  1. Determine the current, existing IT infrastructure, processes, and services

  2. Develop some desired future state of IT and the services that it needs to provide

  3. Architect a "roadmap" that depicts how to get to the desired state from the current state

  4. Determine the steps needed to execute the "roadmap"

The SolutionMethod™ ITSM framework for each of the ITIL Service Delivery and Service Support areas is a 5 phase model:

Within this framework, SolutionMethod™ effectively enables managing IT as an enterprise wide, service oriented entity comprised of 5 separate and distinct perspectives:

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SolutionMethod™ - A Roadmap to ITSM

Initially, an Organization Strategy and Requirements Assessment is done to determine what are the organization requirements both now and in the future. This initial assessment determines the current, existing IT infrastructure, processes, and services and an understanding of a customer's desired future state of IT and the services that it needs to provide to achieve it across the enterprise.

The Requirements Definition focus areas of Business, Service, Organization, and Technology within the organization and IT infrastructure are used to determine associated requirements and metrics:

The end result is a true definition of requirements that can effectively link IT services to business requirements that are:

Implied is a "top to bottom, left to right" approach however the phased, evolutionary framework inherent in SolutionMethod™ allows for various entry points and anticipates multiple focus areas to be worked on in parallel. The final goal is an alignment of IT infrastructure to business requirements.

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The phased implementation of SolutionMethod™ aligns itself to the focus areas and perspectives in the manner shown below.

For each of the 5 focus areas (Strategy, Business, Service, Organization, and Technology) there are 5 perspectives (People, Process, Technology, Organization, and Integration) that need to be applied to get a complete and effective definition of requirements, objectives, metrics, and management criteria.

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(Click on Any Process Box)

Requirements Definition Process

Once the Requirements Definition is accomplished and Support Services is presented with delivering, managing, and supporting the IT services, ITIL best practices are employed to develop the necessary IT Services Support and Service Delivery processes. Together this provides an enterprise wide ITSM solution based on ITIL best practices that is tailored to the organization's specific and unique business and IT infrastructure requirements.

IT Service Management Processes

Service Support Processes  (Click on Any Process to Download the ITIL Self-Assessment Worksheet)

Service Delivery Process  (Click on Any Process to Download the ITIL Self-Assessment Worksheet)

An overview of the SolutionMethod™ approach to ITSM implementation is described in Policy Based IT Service Management:

Download the White Paper -     (PDF, 76 KB)

 

 

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Email: Info@ITSM.info

NOTE: This website and the information contained herein is maintained by Rick Leopoldi of RL Information Consulting LLC. Some information is considered "public domain" and contained here as a central repository, all other portions of IT Service Management information is proprietary to RL Information Consulting LLC.