5            Glossary

5.1         Process Documents in Service Transition

Availability Management Report

The Availability Management Report informs the other ITSM functions about the availability of IT Services and IT Infrastructure.

Applicable Documents

Checklist Availability Reporting

Budget Requirement

The Budget Requirement describes the budget period related prognosis of expected costs and revenues of the requiring business unit respective project.

 

Business Continuity Strategy

The Business Continuity Strategy describes the arrangements for the retention respective fastest possible re-establishment of business critical processes of the company in case of disaster. It is part of the company strategy and provides important input for the IT Service Continuity Strategy.

 

Capacity Management Report

The Capacity Management Report contains all relevant information about usage and performance of the IT Services and IT Infrastructure.

Applicable Documents

Checklist Capacity Reporting

Change Evaluation Report

The Change Evaluation Report documents the results of the different steps of Change Evaluation:

• prior to planning

• prior to realization

• prior to deployment

• after deployment.

Change Information

The Change Information contains all information worth knowing about planned and ongoing Changes, especially Planned Service Outages provided for the other ITSM Disciplines and the IT Service Consumers.

 

Change Management Guideline

The Change Management Guideline (Change Policy) contains the rules for intake, evaluation, prioritization and approval of Changes (Change Release Hierarchy) either by the Change Manager or the Change Advisory Board (CAB), the handling of Emergency Changes by the Emergency Change Advisory Board (EACB) and the validation and documentation of Changes during Post Implementation Reviews (PIR). Additionally the rules for extensive Changes that have to pass the processes of Change Evaluation are documented here.

 

Change Management Report

The Change Management Report informs all IT Service Management Disciplines about the status of actual and planned changes and the results of the Post Implementation Reviews and the derived improvement and optimization proposals.

 

Change Model

Change Models define the content and the procedure for Standard Changes. These are pre-approved Changes with low risk.

 

Change Proposal for IT Service

The Change Proposal for IT Service describes a proposed Major Change, e.g. the implementation of a new IT Service or major modifications of an existing IT Service. It is communicated for evaluation of feasibility, risks and effects of the implementation prior to starting design activities.

 

Change Record

The Change Record is based upon the Request for Change and documents the complete life cycle of a Change.

 

Change Release Hierarchy

The Change Release Hierarchy defines who is entitled to release (approve) a submitted Change depending on its criticality (risks). The Change Release Hierarchy is part of the Change Management Guideline.

 

Change Schedule

The Change Schedule (Forward Schedule of Changes) contains the planning of all approved Changes including their accompanying information and dependencies.

 

Configuration Item

Configuration Items are the operating resources of the IT services in general. They are maintained within the Configuration Management Database (CMDB), which itself is a core component of the Configuration Management System.

 

Configuration Management Audit Protocol

The report of the audit of the Configuration Management System (Configuration Management Audit Protocol) informs about the results of the Configuration Management Audits including

• detected differences between the Configuration Item Records and installed Configuration Items

• evaluation of the usefulness of the structure of the Configuration Management System

• actuality and completeness of the Definitive Media Library.

Applicable Documents

Checklist Configuration Management Audit Protocol

Configuration Management Guideline

The Configuration Management Guideline defines who is entitled to change the structure and the content of the Configuration Management System.

 

CSI Register

The Continual Service Improvement Register (CSI Register) is the basis for all potentials and initiatives for the improvement of the service quality over the service life cycle. In the cyclic CSI Register all activities to improve the service quality are documented.

Applicable Documents

Checklist CSI Register

Definitive Media Library

The Definitive Media Library is the infrastructure (locations and storage equipment there) where the latest versions of released Software Configuration Items are stored in a protected environment. This also includes software licenses and documentations. Asset and Configuration Management is responsible for the Definitive Media Library while the content is maintained by Change and Release Management. It is documented in the Configuration Management System.

 

Emergency Procedure

Emergency Procedures define all activities for the fastest possible restore of operation of IT Systems after emergency situations (disasters, complete breakdown of IT Services or locations, aso.). This restore has normally two steps:

• recovery of a life-sustaining minimal operation

• recovery of full operation.

Improvement Management Report

The Improvement Report provides information about planning and results of Continual Service Improvement for the other IT Service Management functions. It contains planned, actually executed and since the last report finished service- and process improvement activities and their expected respective achieved results. Furthermore proposals for future additional service improvement activities are provided.

 

Incident Management Report

The Incident Management Report informs all involved ITSM Disciplines about occurred Incidents and their elimination.

Applicable Documents

Checklist Incident Management Report

Incident Record

The Incident Record contains all information about an Incidents over its lifecycle. Typically it is documented in the Service Desk System.

 

IT Budget

The IT Budget is a rolling business period related financial plan containing a prognosis of expenses and revenues to be expected for the IT Organization. Within the IT Budget funds are allocated to the processes of the IT Service Management respective to the organizational units of the IT Service Provider.

 

IT Procurement Guideline

The IT Procurement Guideline specifies the terms and conditions for requesting external IT Suppliers and IT Services for the Demand Carriers and for providing such Supplies and Services for the Suppliers. It contains beside others

• a register of standard suppliers for IT Supplies and IT Services

• a catalogue of standard supplies and services with respective procurement terms and conditions

During a purchasing activity it is supplemented by the common procurement terms of the company.

 

IT Security Guideline

The IT Security Guideline defines mandatory rules for the utilization of IT Services and IT Systems for maintenance of an appropriate security level and for security controls.

 

IT Service Continuity Report

The IT Service Continuity Report informs about the actual status of Contingency Planning and the actual Emergency Procedures.

 

IT Supplier Strategy

The IT Supplier Strategy describes the rules for the selection of Suppliers for IT Supplies and IT Services and the frame conditions for such supplies.

 

Known Error

A Known Error is a Problem whose cause is known and documented including a documented Workaround (as far as available).

 

Minor Release

A Minor Release is a Release with low risk according to the following criteria:

• not business critical

• no data take - over required

• no involvement of Service Validation and Test required

• no acceptance test by the user required.

Operational Level Agreement

The Operational Level Agreement provides an internal contract between the IT Service Provider and another part of the IT Organization regarding the provision of an IT Service Contribution. It defines besides others:

• a description of the Service Contribution

• the Service Level goals

• the mutual responsibilities.

Applicable Documents

Checklist Operational Level Agreement

Planned Service Outage

Planned Service Outages due to the implementation of Changes by Service Transition. These Planned Service Outages are normally within the maintenance time frames according to the Service Level Agreements and thus do not reduce the contractual agreed Availability of the respective IT Services.

 

Problem Management Report

The Problem Management Report informs all involved ITSM Disciplines about open Problems and Problems in process and the related solutions and Workarounds.

 

Problem Record

The Problem Record contains all information of a Problem over its lifecycle. Typically it is documented in the Service Desk System.

Applicable Documents

Checklist Problem Record

Process Architecture

The Process Architecture documents the process landscape of the IT Service Provider with all interfaces and process performance indicators to ensure friction free collaboration of all processes.

 

Project Order

The Project Order contains the relevant description of the project:

• project name

• principal

• project start and end

• short description, business demand and goals

• expected project results

• project budget

• project manager

• project team (resources)

• assumptions and limitations

• resource allocation

• target deadline.

Approval of the Project Order is the start of the project realization.

 

Purchase Order

The Purchase Order is the binding order to the Supplier to deliver the goods and/or services specified in the purchase order under the conditions described there respective in accompanying related documents.

 

Recovery Plan

The Recovery Plan describes activities and procedures for the restart of IT Services after emergency situations referring to Emergency Procedures.

 

Release Guideline

The Release Guideline describes the organizational and technical rules for the transfer of a Release to the production environment regarding the criticality and priority of the Releases to ensure an optimal approach.

 

Release Package

The release package contains all Configuration Items belonging to the respective release. Those Configuration Items may be

• hard- and software components

• IT infrastructure services

• IT applications

aso.

 

Release Record

The Release Record documents the complete lifecycle of a Transition Project.

 

Request for Change

The Request for Change is a formal request to perform a Change required for all types of Change not defined as release free Standard Change.

Applicable Documents

Checklist Request for Change

Risk Log

The Risk Log is a rated catalogue of identified risks and accordingly defined activities for minimization and mitigation.

 

Security Management Report

The Security Management Report provides information about security relevant occurrences and activities and about the security situation of the IT Organization.

 

Service Catalogue

The Service Catalogue is the part of the Service Portfolio visible for the IT Service Consumers. It contains a complete listing of all active IT Services of the IT Service Provider including those released for deployment.

Applicable Documents

Checklist Service Catalogue

Service Contribution

A Service Contribution is a necessary part of the provision of an IT Service (Business Service), normally IT Basic or Infrastructure Services necessary to fulfill the Service Level Arrangements of the IT Services part of which they are.

 

Service Design Package

The Service Design Package describes the requirements to the development of IT Services based upon Service Level Requirements. It contains the requirements from the customer's perspective and describes how they will be realized from technical and organizational perspective.

Applicable Documents

Checklist Service Design Package

Service Documentation

The Service Documentation contains the complete description of the IT Services including all documentation needed for operation, maintenance and further development. This includes besides others:

• development documentation

• user documentation

• functional descriptions

• maintenance plans

• maintenance processes.

Service Evaluation Report

The Service Evaluation Report documents the results of the service evaluation reviews with

• weaknesses

• technical and economical optimization potentials.

Service Landscape

The Service Landscape documents the relations between Business Services and IT Services at one hand and the relations between IT Services and IT Infrastructure at the other hand. Thus it assures the logical link from Business Service down to Configuration Items.

Furthermore it is the basis of a holistic Risk Management for the IT Services with the aspects:

• criticality from business perspective

• criticality from technology perspective

• criticality from resource perspective.

Service Level Agreement

The Service Level Agreement defines the mutual contractual requirements regarding the IT Service. This contains besides others:

• service description

• entitled Service Consumers

• service level goals

• mutual responsibilities.

Applicable Documents

Checklist Service Level Agreement

Service Level Arrangement

Service Level Arrangements cover all service level relevant agreements and contracts:

• Service Level Agreements

• Operational Level Agreements

• Underpinning Contracts.

Service Level Arrangements Catalogue

The Service Level Agreements Catalogue contains all actual Service Level Contracts including:

• Service Level Agreements

• Operational Level Agreements

• Underpinning Contracts

referring to the IT Service Consumers.

 

Service Level Report

The Service Level Report informs about the agreed service quality of the Service Providers respective Suppliers comparing the agreed and achieved Service Levels. The report furthermore provides information about the utilization of the IT Services, ongoing activities for Service Improvement and extraordinary occurrences.

Applicable Documents

Checklist Service Level Report

Service Level Requirement

The Service Level Requirement contains all requirements to an IT service from the business perspective of the IT Service Consumers. It defines besides others:

• service requirements

• service level goals

• mutual responsibilities.

During service designs the service level requirement is the basis for the service contract and the Service Level Agreement.

Applicable Documents

Checklist Service Level Requirement

Service Portfolio

The Service Portfolio contains a complete listing of all IT Services of the IT Service Provider:

• actual IT Services (contractual requirements defined by Service Level Agreements)

• new IT Services under development

• disabled IT Services.

Visible for the IT Service Consumers is the Service Catalogue as subset of the Service Portfolio. Not visible for the IT Service Consumer are:

• IT Service Contributions defined by operational level agreements

• IT Service Contributions definied by Underpinning Contracts (external supplies defined by supplier contracts).

Applicable Documents

Checklist Service Portfolio

Service Request

Request from an IT Service Consumer or from an IT employee for:

• standard change

• user rights

• data recovery

• information

• consulting.

Service Strategy

Systematic, cyclic and operationalized long range planning of the goals of the IT Service Provider and for the IT services.

 

Service Transition Plan

The Service Transition Plan is the project plan mandatory and released for all ITSM Disciplines involved in Service Transition including results-, milestone-, activity-, resource- and cost planning.

Applicable Documents

Checklist Release Plan

Standard Change

A Standard Change is a low risk recurring change, which does not need a explicit release by the Change Manager being generally released. Each standard change is described in a Change Model.

 

Standard IT Service

A Standard IT Service needs normally no change of the underlying IT Basic Services and Infrastructure Services. Thus the process of requirements specification is concentrating on the definition of service level goals and their control.

 

Standard Operating Procedures

The Standard Operating Procedures contain the rules for recurring standard activities of the IT Operation and the according targets for these activities and processes.

 

Supplier Service Level Report

The Supplier Service Level Report desribes the achieved performance of Suppliers compared to the agreed performance described in Supplier Contracts or Purchase Orders. Furthermore the recognized weaknesses and activities to improve performance or even possible contract cancellations form the Supplier Reviews are documented.

 

Template Request for Change

The Template for the Request for Change is used to collect all necessary information for the evaluation, classification and prioritization of a Change. All information defined as mandatory has to be provided completely to release a Request for Change.

 

Test Model

Test models define the whole tests (timeframe, content, scope) of a Release Deployment to the production environment.

 

Transition Management Report

The Transition Management Report contains information about all active and planned Transition Projects (status, milestones, finish).

 

Recommendation for Process Quality Improvement

Trigger for the optimization of the quality of IT processes as input for the process review.

 

Recommendation for Service Quality Improvement

Trigger for the optimization of the quality of IT services and IT infrastructure services by changes in

• Service Level Agreements

• Operational Level Agreements

• Underpinning Contracts

as input for the Service Review.

 

Underpinning Contract

An Underpinning Contract is a contract between the IT Service Provider and an external service supplier about the provision of Service Contributions. It defines besides others:

• description of the Service Contribution

• service level goals

• mutual responsibilities.

Applicable Documents

Checklist Underpinning Contract

Workaround

A Workaround is a bypass solution for an incident or a problem, where no cause eliminating solution is available so far. Goal of the workaround is to reduce or avoid the effects of the incident respective problem until a final solution is available.

Workarounds for incidents without related problem record are documented in their incident record, while workarounds for problems are documented in the Known Errors database.

 

5.2         Involved Organizational Units in Service Transition

Controlling

The organizational unit in charge for cost accounting, calculation, budgeting, cost control and monetary decision support (internal reporting).

 

IT

The responsible Service Provider.

 

IT Applications

The organizational unit or group inside the IT who is in charge for development, maintenance and support for IT Applications.

 

IT Operation

The organizational unit or group inside the IT who is in charge for the IT operation (infrastructure, operational services).

 

5.3.         Involved Roles in Service Transition

1st Level Support

The responsibility of 1st Level Support is to register and classify incoming notifications. In case of incident messages he/she undertakes an immediate effort to restore a failed IT Service as quickly as possible in case of foreseeable success. If no ad hoc solution can be achieved, 1st Level Support will transfer the Incident to the appropriate technical support groups (2nd Level Support). 1st Level Support also processes service requests of Users and keeps Users informed about their notifications' status at agreed intervals or status changes.

 

2nd Level Support

2nd Level Support takes over Incidents which cannot be solved immediately by the means of 1st Level Support. If necessary, he/she will request external support, e.g. from software or hardware manufacturers (3rd Level Support). The goal is to restore a failed IT Service as quickly as possible, if necessary by implementation of a Workaround). If no causal solution can be found, the 2nd Level Support passes on the Incident to Problem Management for further processing.

 

3rd Level Support

3rd Level Support is typically located at external Suppliers (hardware or software manufacturers). Its services are requested by 2nd Level Support if their technical expertise is not sufficient respective additional skills are required for solving an Incident or Problem. The goal is to restore a failed IT Service as quickly as possible.

 

Application Manager

The Application Manager is responsible for operation of, the user support resources in 2nd Level Support for and the support of further development of the applications in his/her area over their life cycle.

 

Availability Manager

The Availability Manager is responsible for the definition, analysis, planning, measuring and improvment of all aspects of the availability of IT Services in respect to the agreed service levels. He/she is responsible for ensuring that all IT Infrastructure, processes, tools, roles and other utilized auxiliary means are appropriate for the agreed service level targets of availability (also in the future based upon known business requirements).

 

Capacity Manager

The Capacity Manager is responsible for ensuring that IT Services and IT Infrastructure are able to deliver the agreed service levels from capacity perspective in a cost effective manner. He/she is responsible for ensuring that all IT Infrastructure, processes, tools, roles and other utilized auxiliary means are appropriate for the agreed service level targets of capacity (also in the future based upon known business requirements).

 

Change Advisory Board

The Change Advisory Board is a team from all organizational units of the IT Service Provider, its customers and (as far as necessary) Suppliers, advising the Change Management in classifying, evaluating, prioritizing, scheduling and releasing of changes. It meets on a periodical basis.

 

Change Manager

The Change Manager authorises, documents and controls all changes in the IT services, the IT infrastructure and their components (Configuration Items (CI)) over the change lifecycle, in order to maintain a minimum amount of interruptive effects upon the running operation. In the case of further reaching changes, he/she involves the Change Advisory Board (CAB), in emergency cases the Emergency Change Advisory Board (ECAB).

 

Change Owner

The Change Owner is the authorized requestor of a change.

 

Compliance Manager

The Compliance Manager's responsibility is to ensure that standards and guidelines are followed. This covers

• proper and consistent accounting

• obeying of procurement guidelines

• obeying environmental regulations and law

• obeying other statutory provisions

• obeying other company specific regulations.

Configuration Manager

The Configuration Manager provides information about the IT Services and IT Infrastructure (IT Assets) utilized by IT Service Management. For this purpose he/she maintains a logical model containing

• the components of the IT Services (Configuration Items (CIs))

• their associations and dependencies.

This logical model is maintained in one or more databases (Configuration Management Database (CMDB)), beeing part of the Configuration Management System.

 

Continual Service Improvement Manager

The Continual Service Improvement Manager is responsible for managing improvements to the IT Services and the IT Service Management processes over their life cycle regarding the development of business requirements and the IT Service Strategy. He/she continually measures the performance of the IT Service Provider and designs improvements to IT Services, IT Infrastructure and IT Processes in order to increase efficiency, effectiveness, and profitability of the IT Service Provider.

 

Emergency Change Advisory Board

The Emergency Change Advisory Board is a team consisting of members of the Change Advisory Board, called by the Change Manager on short notice in emergency cases, who make decisions about high impact emergency changes. Selection of members of the Emergency Change Advisory Board is decided at the time a meeting is called depending on the nature of the emergency change.

 

Financial Manager

The Financial Manager is responsible for managing the IT Service Provider's financials containing

• budgeting

• accounting and cost control

• charging of deliverables provided to the customer.

Incident Manager

The Incident Manager is primarily responsible for the fastest possible restoring of a failing IT System in case of Incidents. He/she is the first stage of escalation for Incidents in case they are not resolvable within the agreed service levels. Furthermore he/she is responsible for the intake and content conforming handover of customer messages of any kind (besides incident messages).

 

Information Security Manager

The Information Security Manager is responsible for ensuring the confidentiality, integrity and availability of an organization's IT Services, IT Infrastructure, IT Assets, information and data (in all ways of presentation). He/she is usually involved in an organization wide approach to Security Management.

 

IT Manager

Responsible manager of IT according to the organizational structure.

 

IT Operations Manager

The IT Operations Manager has the overall responsibility for all activities of IT Operations:

• definition of the guidelines for routine tasks of IT operation (Standard Operating Procedures)

• ensuring that all operational routine tasks are performed in time and properly.

IT Operator

IT Operators are the staff who performs the ongoing operational activities:

• manual event monitoring

• performing backups

• ensuring that scheduled jobs are performed

• installation of standard equipment

• aso.

IT Service Consumer

All (internal and external) persons or organizational units, who consume the services of the IT Service Provider.

 

IT Service Continuity Manager

The IT Service Continuity Manager cares for the provision of the minimum service levels agreed upon in the Service Level Agreements in cases of disaster. To achieve this he/she

• arranges for risks that could seriously impact IT Services

• performs risk minimizing precautions for disaster situations by reducing the risk to an acceptable level

• plans activities for the recovery of IT Services in disaster cases.

ITSM Management

The group of leading persons inside the IT who are in charge for the disciplines of IT Service Management.

 

IT Steering Committee

The IT Steering Committee is responsible for the IT - Business - Alignment (integration of IT in the company business to fulfill the role as �Enabler� of the business) and thus consists of decision makers of the operational company organization and the IT. It approves IT projects of defined size and criticality according to internal approval guidelines. It defines and is responsible for

• the IT Service Strategy

• the priorities of IT Service Development

• the monitoring of realization of the IT Service Strategy.

The IT Steering Committee meets periodically and not only (but also) event driven.

 

Knowledge Manager

The Knowledge Manager ensures that the IT organization is always able to collect, analyze, classify, store and provide knowledge and information in an adjusted to the needs manner. His/her primary goal is to improve efficiency by reducing the need to rediscover already existing knowledge.

 

Problem Manager

The Problem Manager is responsible that all Problems are handled over their whole lifecycle to

• avoid the occurrence of Incidents

• minimize the negative impacts of not avoidable Incidents

• provide information about Known Errors

• document possible and implemented Workarounds

• detect possible future Problems proactively.

Project Manager

The Project Manager is responsible for planning and coordination of all resources within his/her projects regarding the project portfolio and the mutual dependencies of projects resulting thereof. He/she manages for reaching the planned project goals within the predicted cost, time and quality estimates.

 

Prospect

Possible future IT Service Consumer with defined demand for IT Services.

 

Release Manager

The Release Manager is responsible for planning, controlling and execution of rollouts from development to test to the live environments. His/her primary objective is to ensure that the integrity of the live environment is protected and that only beforehand tested components are released.

 

Risk Manager

The Risk Manager is responsible for identifying, assessing and controlling risks. This includes the

• analysis of criticality of IT Assets for the business

• analysis of possible threats for separate IT Assets

• evaluation of occurrence probability for different threats

• evaluation of occurrence effects for different threats

• definition of risk monitoring procedures

• definition of risk avoidance activities.

Service Design Manager

The Service Design Manager is responsible that new respective existing services are designed that

• they are in accordance with the IT Service Strategy

• they can be provided in an economic way by the IT Service Provider

• all accompanying processes, guidelines and documentations for the operation of these services are existing

• all required responsibilities are defined and staffed with appropriately skilled personnel.

Service Level Manager

The Service Level Manager is responsible for the setting up executable Service Level Arrangements

• Service Level Agreements (customer oriented)

• Operational Level Agreements (operations oriented)

• Underpinning Contracts (supplier oriented)

in a way that the goals defined in these arrangements are reachable in economic manner. The achievement of goals is controlled and reported by him/her.

 

Service Owner

The Service Owner is responsible for the management of IT Service(s) assigned to him/her over their lifecycle. He/she supports the maintenance of the Service Strategy and the Service Portfolio.

 

Service Portfolio Manager

The Service Portfolio Manager accounts for the development and maintenance of the Service Portfolio. He/she

• ensures that the Service Portfolio as a whole supports the achieving of business goals by IT Service Consumers in economic manner (business value)

• provides important requirements for the development of new respective the modification of existing IT Services to Service Design regarding the Service Strategy.

Service Transition Manager

The Service Transition Manager coordinates the sub processes of Service Transition:

• Transition Planning and Support

• Change Management

• Release and Deployment Management

• Service Validation and Test

• Service Asset and Configuration Management

• End of Service Life Cycle

• Knowledge Management

in a way that the business value of the IT Services for the IT Service Consumers planned in the previous phases of the lifecycle:

• Service Strategy

• Service Design

can be achieved. He/she informs the other disciplines of IT Service Management about all projects of Service Transition in general.

 

Solution Architect

The Solutions Architect is responsible for designing IT Systems and IT Applications required to provide an IT Service. This includes the specification of technologies, architectures and data structures as a basis for application development or customization and the technical and organizational realization concept as well.

 

Solution Developer

The Solution Developer is responsible for providing IT applications and IT systems which grant the required functionality for IT Services. This includes the development and maintenance of custom applications as well as the customization of standard software products, both including all necessary documentation.

 

Supplier

External suppliers of IT services, IT service contributions and outsourcing services, where the scope of supply is defined in the Underpinning Contracts, external suppliers of infrastructure and operating supplies.

 

Supplier Manager

The responsibility of the Supplier Manager covers

• the evaluation of qualified external Suppliers

• contract conclusions with external Suppliers meeting the business requirements

• lifecycle management of Underpinning Contracts

• ensuring correct fulfillment of contracts by the external Suppliers

• review and valuation of the external Suppliers' performance.

Test Manager

The Test Manager ensures that systems and system components meet the specified requirements in terms of

• functionality

• integration

• interoperability

• usability

• documentation

operation.

 

User

The user of an IT System within the business organization (internal and external). Users are the purely operative subgroup of the IT Service Consumers.

 

5.4         Involved IT Systems in Service Transition

Change Management Database

The database of Change Management documenting all relevant information (Change Records) of all stages of the life cycle of Changes.

 

Configuration Management System

The Configuration Management System (CMS) contains a coherent logical model of the infrastructure of the IT organization. Within there is stored the information of all Configuration Items (CIs) maintained by the Configuration Management. This includes Configuration Records, Incident-, Problem- and Change-Information. The Configuration Management System may consist of a number of data bases connected via logical links.

 

Knowledge Management System

The Knowledge Management System is the central repository of relevant knowledge information of the IT Service Providers. Ideally it is a structured document management system but may also consist of a mixture of IT supported and paper repository. In no case there should exist parallel archiving to the operational databases of the organisation but complement these seamlessly by following information categories:

• guidelines and procedures

• reports from all IT Service Management disciplines

• service- and project relevant information

• experience from project management

• process relevant information

• aso.

Logistics System

The IT System of materials management and procurement. Normally it is part of the integrated ERP System (Enterprise Resource Planning).

 

Operational System

The Operational Systems contain the whole of IT Systems of the enterprise which provide the functionality for the IT Services.

 

Service Desk System

The Service Desk System contains the database of user support including the knowledge base for Incident- and Problem Management. Normally it is part of the integrated IT Service Management System.

 

Service Portfolio Database

Database of the Service Portfolio. Normally it is part of the integrated ITSM System.

 

6.2         Responsibility Assignment Matrix for Change Management

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