Service portfolio Continual service Knowledge Configuration

management improvement management management

Monitoring and Service level

measuring management

Event Supplier
management management

Request Contract
management Model SIAM® management

Business
Incident relationship
management management

Problem Financial
management management

Change and Toolset and Information

release information Project security
management management management management

Audit and
control
Imputs Service portfolio management Outputs

Customer strategy and requirements Activities Service portfolio

Demand management data Creating a service portfolio Service portfolio reports
Service portfolio reviews Maintaining a service portfolio Approved services
Service catalogues Reviewing a service portfolio. Terminated services.
Service contracts
New and changed services. Roles
Service portfolio manager

Measures
The number of planned services, current
services, retired services and portfolio
opportunities
Commercial viability of services
 Monitoring and measuring

Activities
Service monitoring
Threshold detection
Imputs Incident detection Outputs
Event creation
Contractual service levels Report creation Measurement reports
Service thresholds Performance analysis Service measurements
Alerts Tuning. Service improvement opportunities
Service provider data Events
Reporting requirements, formats Roles Forecasts
and frequencies. Service level manager Change requests
Service delivery manager
Capacity manager
Availability manager
Event manager
Performance manager.

Measures
Incidents related to capacity/availability
issues
Availability of services
Performance of services
Reports issued within schedule.
 Event management

Activities
Record an event (often automatically
Imputs created by monitoring systems) Outputs
Diagnose and evaluate the event
Auto-generated alerts Create an associated incident, if Service portfolio
User reports of system failures. required, and assign to the incident Event data
Trend reports
management process
Input to related processes, including
Close the event incident and problem management.
Configure and tune event management
tools.

Roles
Event manager
Operations team
Service desk.

Measures
Number of events, by type
Accuracy of event information, by type
Number of incidents avoided
Number of failures resolved.
 Request management

Activities
Request logging and validation
Request categorization
Request prioritization
Request authorization/approval
Request routing
Coordination of fulfilment activities
Escalation
Status tracking
Request review
Imputs Request closure Outputs
Managing and maintaining a request
Requests from various sources, catalogue Authorized/rejected requests
such as phone calls, forms, web Creating new request processes. Request management status
interfaces or email reports
Request models/templates Roles Fulfilled service requests
Authorization Request (fulfilment) manager Incidents (rerouted)
Request for change (RFC) Service desk RFCs/standard changes
Request for information Financial manager Asset/configuration updates
Request for updates on status. Service catalogue manager Updated request records
Service level manager Closed service requests
Release manager Cancelled service requests
Deployment manager Request catalogue
Capacity manager New request types for
Change manager consideration.
Access manager
Incident manager.

Measures
Request fulfilment timescales against
agreed SLAs
Breakdown of requests (by category)
Requests resolved through automation
Costs per type of request
User satisfaction related to request
fulfillment
Size of request backlog.
 Incident management

Activities
Incident reporting
Incident detection
Incident categorization and prioritization
Record creation
Imputs Incident investigation Outputs
Incident resolution
Events Confirmation of resolution Incident records
User reports. Incident record updated and closed Resolved incidents
Incident trend analysis. Incident reports
Incident metrics.
Roles
Incident manager
Service desk
Major incident manager
Technical staff.

Measures
Number of incidents (overall, by service,
by site etc.)
Number of incidents resolved at first
point of contact
Incidents that needed to be reopened
Customer satisfaction with the incident
management process
Incidents that have been assigned
incorrectly.
 Problem management

Activities
Review of incident(s) reported or trend
analysis of incident records
Creating problem records
Imputs Outputs
Categorizing and prioritizing problem
Incident records records Problem records
Configuration management Identifying and communicating Problem reviews
information workarounds Resolved problems
Change records Identifying and addressing the root Workarounds
Workarounds. cause of a problem Change requests
Proactively identifying and addressing Service improvements
potential problems Knowledge articles
Reports.
Roles
Problem manager
Technical teams.

Measures
Problems recorded per month – proactive
and reactive
Number of in-progress problems
Number of resolved problems
Number of recurring incidents while a
problem is being investigated.
 Change and release management

Activities
Analysis of proposed changes
Approving changes
Scheduling of changes
Imputs Communication Outputs
Packaging of releases
Change policy Scheduling of releases Approved/rejected changes
Release policy Testing of releases Change schedules
Requests for change Implementation and deployment Change/release communications
Incident and problem data related Reviewing successful deployment. Release plans
to changes Service availability plans
Service targets Roles Change reviews.
Test results Change requestor
Configuration information Change manager
Change and release plans. Release manager
Test manager
Product owners
Change advisory board attendees

Measures
Changes per month
Successful changes/releases
Emergency changes
Failed changes/releases
Number of incidents caused by changes.
 Configuration management

Activities
Design and implementation of
configuration management database(s)
Gathering data to populate CMDB(s)
Updating data based on triggers
Imputs including change management inputs Outputs
Audit of configuration management data
Data from discovery tools Documentation and investigation of any CMDB records
Data and information from physical data discrepancies Verification schedules
checks Providing reports as required. Verification reports.
Incident records
Change records Roles
Build information from Configuration manager
infrastructure teams Configuration analyst.
Application information from
development teams. Measures
Number of configuration items (CIs), by
service provider, type, status etc.
Number of CI to CI relationships, by
service
Number of CIs with incomplete or
missing information
CIs that are verified/unverified
CIs discovered that are not contained in
the CMDB
CIs in the CMDB that should be detected
by automated discovery tools but have
not.
 Service level management

Activities
Tracking performance against service
level targets
Imputs Validating service reports from service Outputs
providers
Contracts Producing and publishing reports of Service level reports
Service targets service achievements against service Trend analysis
Service provider capabilities levels and of trends Service improvement opportunities.
Service performance data Reviewing performance data to identify
Customer feedback. improvement opportunities
Reviewing service level targets for
ongoing alignment with business
requirements.

Roles
Service level manager
Reporting analyst.

Measures
Customer perception of the services
Service level achievement against
targets.
 Supplier management

Activities
Plan, produce and implement a supplier
management policy and process
Enforce the policy
Design and implement a supplier
management framework
Imputs Outputs
Apply remedies for failure to meet
Business policy requirements service level targets Supplier conformity reports
Contracts Identify and manage non-conformity to Planned improvements and
Audit reports the policy and process remediation activities
Regulatory and industry standards Escalate to contract management as Training needs.
Previous breaches and required.
achievements
Customer and supplier
Roles
requirements Supplier manager
Planned changes Account manager
Project plans and risk logs. Procurement manager
Contract manager
Service provider service manager.

Measures
Number of suppliers managed in
accordance with the policy
Supplier performance aligned to
committed performance targets
Reduction of service failures
Accuracy of service reporting and
conformity to service level agreements.
 Contract management

Imputs Activities Outputs

Negotiate and agree contracts
New service portfolio entries Develop and implement sourcing Service provider addition and
Contract framework strategies removal plans
Contract change notices Manage contractual changes Service improvement plans for
Escalations from supplier Verify delivery against contractual under-performing service providers
management. requirements Contracts
Address contractual non-compliance. Warning notices
Sourcing strategies.
Roles
Contract manager
Legal advisor.

Measures
Contract renewals within schedule
Service provider performance against
contracts
Contract breaches.
 Business relationship
management

Activities
Developing and maintaining stakeholder
engagement plans
Developing and maintaining
Imputs communication plans Outputs
Meeting with the service integrator,
Communication standards, including service providers and customers Communication plan
templates, logos and style sheets Establishing and maintaining stakeholder Business communications
Stakeholder map forums Minutes of meetings
Communication plan Executing communication plans Customer satisfaction reports
Customer feedback. Reviewing customer satisfaction. Improvement plans.

Roles
Business relationship managers
Communication managers
Service owners
Service managers
Stakeholders.

Measures
Delivery of communication management
plan
Delivery of communication improvement
plans
Number of improvement initiatives
Number of satisfaction surveys
Ratings from satisfaction surveys.
 Financial management

Activities
Costing
Budget planning
Monitoring of spend against budget
Imputs Produce and maintain financial reports Outputs
and outputs
Invoices Conduct financial impact analysis Billing plan
Budget plans Process invoices. Reports
Contractual pricing models Cost breakdown
Purchase orders Roles Spend and forecast data
Service costs. Chief financial officer Financial risk and opportunity
Management accountant information
Cost accountant Invoices.
Accounts assistant.

Measures
Cost of a service
Profitability of a service
Comparison of costs and charges
between services and service providers
Spend against budget
Accuracy of invoices
Resolution of invoice discrepancies
Outputs produced on time.
 Information security
management

Activities
Plan, produce and implement an ISM
policy and process
Enforce the policy and monitor
adherence
Implement a security toolset
Monitor security activity and take
appropriate resolution or improvement
actions
Identify risks derived from aggregation
Imputs of lower level risks Outputs
Raise incidents for breaches and failures
Policy requirements using the incident management process Security incident records
Regulatory and industry standards and service desk Planned improvements
Previous breach and ‘near miss’ Evaluate and update the policy, process Remediation activities
information and tools to ensure protection is Training needs
Planned changes maintained Disciplinary and human resources
Customer and service provider Plan and deliver training, audits, reviews actions
requirements and tests of the security framework. Process and policy status reports.
Project plans
Risk logs. Roles
Senior information risk officer
Information security manager
Service desk
Incident manager.

Measures
Number of security-related incidents
Number of security breaches
Percentage of users complying with
security training and other requirements
Availability and accuracy of security tools
and systems
Accuracy and outcomes of security audits
and tests
Percentage awareness of security
principles throughout the organization.
 Continual service improvement

Activities
Investigation: the improvement is
identified and further information
obtained
Baseline: document current metrics
Identify and quantify the expected or
desired improvements and benefits
Categorize and prioritize the
improvement, to define the required
level of governance and relative
Imputs importance Outputs
Approve improvement development and
Management information, including implementation activity Improvement register
service level reports, internal key Stakeholder management and Management information and
performance indicator reporting and communication planning recommendations
trend analysis Plan improvement Status changes to logged
Lessons learned reviews Carry out improvement actions improvements
Audits Review improvement Implemented improvements and
Customer satisfaction reports Measure, review and quantify benefit benefits achieved.
Strategic drivers, including delivery Close improvement action, including
model evaluation, industry bench documenting lessons learned.
marking and governance board
outputs. Roles
Improvement initiator
Improvement sponsor
Improvement developer / implementer
Governance board attendees
Process forum attendees.

Measures
Number of improvements identified,
active and completed
Cost of improvement activities
Increased value associated with
improvement activities
Improvements in achievement of service
level targets and process performance
indicators.
 Knowledge management

Activities
Knowledge identification, capture and
maintenance
Knowledge transfer
Imputs Outputs
Data and information management
Documented observations Evaluation and improvement.
Knowledge articles
External knowledge sources Reports
Data and process information Roles
Updated knowledge management
Data repositories Knowledge creator
system
Release notes Knowledge manager
Archived data and information
Procedures manuals Knowledge editor.
Updated training materials.
Training material.
Measures
Number of knowledge users
Reduction in incident resolution time
owing to the use of knowledge items
Percentage of incidents resolved by
referral to knowledge items
Number of active knowledge articles
Frequency of updates
Frequency of access by article
Accuracy of repository content
Reduction in time spent on knowledge
rediscovery.
 Toolset and information
management

Activities
Imputs Toolset selection Outputs
Toolset implementation
Policies and processes for access Toolset
Toolset management and maintenance
control Performance reports
Data and information standards
Configuration data Service level reports
definition
Interface schema and designs Data and information standards
Toolset integration.
User data Data dictionary
Data repositories. Data interchange standards
Roles
Toolset architect Information classification.
Toolset developer
Toolset manager
Data and information architect
Data and information manager
Toolset service provider.

Measures
Toolset availability
Toolset reliability
Toolset data quality.
 Project management

Activities
Planning
Imputs Adhering to organizational policies and Outputs
requirements
Proposals Directing actions Completed projects
Purchase orders Status reporting Delivered products
Project plans Risk and issue management Plans
Project change requests Delivery of change requests Tasks
Customer requirements Quality management of deliverables Lessons learned.
Quality criteria. Managing stakeholders.

Roles
Project director
Project manager
Project management office.

Metrics
Delivery against plan
Delivery against quality requirements
Delivery against budget
Overdue products
Customer satisfaction.
 Audit and control

Activities
Auditing an organization’s processes and
systems
Imputs Quality assurance planning Outputs
Auditing services, processes and projects
Audit scope Identifying non-conformities against Audit scope
Requirements requirements Non-conformities
Policies Recording, presenting, and managing Evidence
Standards audit findings Observations
Processes Tracking non-conformities through to Risks and issues
Data and information records closure. Improvement opportunities.
Performance reports
Process metrics. Roles
Quality manager
Chief security officer
Auditor
Service owner
Process owner
Project managers.

Metrics
Compliance against requirements
Number of non-conformities identified,
opened and closed.