(713) 955-6019  sales@its-itsm.com
Home >> A roadmap to IT Service Magement



Policy Based Service Management Architecture is a best practice model that articulates a functional process model, including process inter-relationships, for an IT organization to be an

enterprise wide service provider, below is a primary example of an IT Service Management Architecture that is policy based. It encompasses a methodology that identifies the necessary IT

policies, practices, procedures, guidelines, standards, conventions, and rules needed to support the business and their process inter-relationships.

In particular, this architecture articulates the best practices to align IT infrastructure with business requirements. It assits in identifying the integration requried between the varius

IT processes, thus enablibg them to function effectively and enable IT service provisioning within an enterprise.



A policy based IT service management methodology begins with customers

generating requiements that input to the Requirements Definition process. A set of

processes qualifies and quantifies the requirements, determines metrics, and details

aspects of te service to be provided so tat it will align IT to satisfy the business

need. Once articulated, services are defined based on te requirements definition and

Service Delivery processes are employed to ensure the services provided are

designed, planned, and eventually implimented utilizing best practices maintaining

business requrement alignment to IT. Once te services are implemented, Service

Support process are employed to ensure services are employed to ensure service

requirements are met on a continual basis.

A policy Based Service Management framework is an architecture approach to enablle:

  • IT organizations to provide quality services to their customers   
  • Businesses to maximize their investment in IT technology.
  • Cost effective IT support and delivery services.
  • IT infrastructure best practices to satisfy business requirements.
  • Evolutions of te business into an adaptive enterprise.

In effect, policy based IT Service management modle such as this provides

enterprise wide ITSM based on ITIL infrastructure requirements.

Requirements Definition Process

The process focus areas within the organization and IT infrastructure used to determine associated requirements and metrics are:

  • Business – what are the requirements driven by the organization needs?
  • Service – what services need to be provided to satisfy those requirements?
  • Operational – what IT infrastructure is needed to support the services?
  • Technology – what technology is needed with the IT infrastructure?

The following strategy and planning processes take place within the definition:

  • Business Strategy – the organization’s business strategy, how are the current business requirements are linked to technology infrastructure? What are the processes that do so?
  • Service Planning – how does IT provide services internally and externally for the organization? What are the processes for doing so?
  • Organizational (Operational) Planning – hoe does the organization adapt to internal and external business factors that impact the IT integrated within the organization?
  • Technology Planning – how does IT plan its technology infrastructure internally and externally around the organizations business requirements and model?

Once Requirement Definition, Support Services is presented with a set of requirements that need to be satisfied. These requirements are articulated in terms of delivering, managing, and supporting the

appropriate and necessary IT services. At this point, ITIL best practices are typically employed to develop the necessary  IT Services Support and Service Delivery processes that will support the IT


IT Service Management Processes

Service Delivery Processes

  • Service Level Management – Maintain and improve the level of service to the organization
  • Availability Management – optimize IT infrastructure capabilities, services, and support to minimize service outage and provide sustained levels of service to meet business requirements
  • Capacity Management – enable an organization to tactically manage resources and strategically plan for future resource requirements
  • Financial Management – managing the costs associated with providing the organization with the resources needed to meet requirements

Service Support Processes

  • Incident Management - the day -to-day process that restores normal acceptable service with a minimal impact on business
  • Change Management – standard methods and procedures for effective managing of all changes
  • Problem Management – the diagnostics of the root cause of incidents in an efforts to proactively eliminate and manage them
  • Release Management – testing, vertification, and release of changes to the IT environment
  • Confiquration Management - physical and logical perspective of the IT infrastructure and the IT services being provided
  • Performance Management - the day-to-day monitoring and reporting of resource performance and utilization
  • Service Continuity - managing an organization's capability to provide the necessary level of service following an interruption of service
  • Service Desk (Function) - a function not a process, this provides a central point of contact between users and IT