GB921W Working TogetherITIL and eTOM v112.docx
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GB921WWorkingTogetherITILandeTOMv112
BusinessProcess
Framework(eTOM)
ForTheInformationandCommunicationsServicesIndustry
AddendumW:
WorkingTogether:
ITILandeTOM
GB921AddendumW
Version11.2
October,2011
Notice
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TableofContents
Notice2
TableofContents3
ListofFigures4
ExecutiveSummary5
1.Introduction6
2.AddressingtheBusinessDrivers8
3.MethodologyforIntegratingITILwiththeBusinessProcessFramework10
3.1.GoodPracticesandEnterpriseProcessStructure10
3.2.ProcessFlows15
4.AdministrativeAppendix19
4.1.Aboutthisdocument19
4.2.DocumentHistory19
4.2.1.VersionHistory19
4.2.2.ReleaseHistory19
4.3.Acknowledgments20
ListofFigures
Figure21:
ConnectingtheBusinesswithIT9
Figure22:
ITILandeTOM–Flowingtogether9
Figure23:
ContrastingtheITILandeTOMFrameworks10
Figure31:
TheBusinessProcessFramework11
Figure32:
EnterpriseManagementLevel2ProcessElements12
Figure33:
ITILGoodPracticeareasnowrepresenteddirectlyintheBusinessProcessFramework13
Figure34:
ITILTouchPointsintheeTOMEnterprise-WideView15
Figure35:
ITILTouchPointsintheeTOMEnterprise-WideView15
Figure36:
ITILandeTOM–Flowingtogether16
Figure37:
Example-ImplementingChangeManagementwiththeBusinessProcessFramework17
Figure38:
Example-ImplementingChangeManagementforProductDevelopment19
ExecutiveSummary
Forthisdocument,wearefocusingontheoverviewofhowthetwoframeworks(ITILandtheBusinessProcessFramework,eTOM)canworktogether.Thisturnsouttobequiteworkableinpractice,buttheissuesinvolvedcanbesubtlesinceITILandeTOMdonotattempttoaddressthesamesetofconcerns.Instead,andratherhappily,theyarecomplementaryandthesupporteachprovidesiscompatiblewiththeotherandaddstoit.Thus,itisfeasibleandpracticaltodeliverITIL“goodpractice”servicesusingprocessflowsbuiltusingeTOM(i.e.theBusinessProcessFramework).
NotethatitiscertainlynottheintentionthatthissomehowsupplantsorreplacestheITILview–thewholestrategyistoleaveeachframeworkwithitsownstatusandevolutionpath.However,thegoalistoensurethatthereisclearsupportforITILwithineTOM,andmuchhasalreadybeenimplementedintheBusinessProcessFrameworkinexistingreleases,wherewehaveembeddeda“bridge”acrosstotheitSMF/ITILspecificationsforITILgoodpracticeareas.
ThisworkdescribedinthisdocumenthasbeendevelopedcollaborativelybyitSMF(thetradebodywhosemembersdevelopITIL)andTMForum.Asnotedintheprefacetothepreviousanalysisdocumentforthiswork(TR143“BuildingBridgesITILandeTOM”),KeithAldis,ChiefExecutiveitSMFInternationalandKeithWilletts,CEOTMForum,jointlycommented:
“BothitSMFandTMForumrecognizethatbothframeworkshavestrengthsandweaknessesandthat,ifcombined,wouldhavemajorbenefitsforalltheindustrysectorsinvolvedwithdeliveringconvergentservicestomarket.So,weareactivelyco-operatingtoputITILandeTOMonaconvergingcourse,addressanyinterworkingissues,andensurethatmoreintegratedsupportisavailabletousers.”
1.Introduction
ManycompaniesareseeinganincreasingimportanceintheissueofhowwithintheirbusinessestheyachieveabetterandmoreeffectiveintegrationoftheirITwiththebusinessactivity.Toassistwiththis,integrationandconvergencebetweenITILandtheBusinessProcessFramework(eTOM)hasbeenatopicofconsiderableinterestforanumberofyearsnow.
TMForumanditSMF(thetradebodywhosemembersdevelopITIL)haveworkedtogethertodevelopandpublishtechniquesandmechanismstobringthetwoframeworkstogetherandthishasbeenappliedwithsuccessinindustry.Tothatextent,thereisalreadyabodyofuserguidanceandexamplematerialavailabletoassistthosewhowishtogainadvantagefromthecomplementarystrengthsofITILandeTOM.Additionally,wearecurrentlydevelopingfurtherguidanceonthis.
Forthisdocument,wearefocusingontheoverviewofhowthetwoframeworkscanworktogether.Thisturnsouttobequiteworkableinpractice,buttheissuesinvolvedcanbesubtlesinceITILandeTOMdonotattempttoaddressthesamesetofconcerns.Instead,andratherhappily,theyarecomplementaryandthesupporteachprovidesiscompatiblewiththeotherandaddstoit.Thus,itisfeasibleandpracticaltodeliverITIL“goodpractice”servicesusingprocessflowsbuiltusingeTOM(i.e.theBusinessProcessFramework).
Thereisnotjustonewayofapproachingtheseissues,anditisnottheintentthatanyviableapproachissomehowexcluded,sincedifferentusersmayfindthatoneapproachworksbetterforthem.Thethemesdevelopedinthisdocumentcanthereforebetakentorepresentonesuchviableapproach,Itbuildsonreal-worldexperienceinblendingtheperspectivesofthetwoframeworksthatcentersontheenterprise-wideviewprovidedbytheeTOMBusinessProcessFramework,andthenseekstogainadditionalinsightfromITIL.Themechanismsandtechniquesdiscussedhavenowbeenappliedcommercially,ascanbeseeninCaseStudiespublishedontheTMForumwebsite,sowehavehereapracticalandeffectiveguidetoblendingthetwoframeworkand,underlyingthis,facilitatingtheintegrationofthe“twocultures”withincompaniesthatisthebusinessneeddrivingthiswork.
TheapproachusedistopositiontheeTOMframeworkasameansof“implementing”ITIL–i.e.supportingthedevelopmentofITIL-alignedprocess-basedsolutions.NotethatitiscertainlynottheintentionthatthissomehowsupplantsorreplacestheITILview–thewholestrategyistoleaveeachframeworkwithitsownstatusandevolutionpath.However,thegoalistoensurethatthereisclearsupportforITILwithineTOM,andmuchhasalreadybeenimplementedintheBusinessProcessFrameworkinexistingreleases,wherewehaveembeddeda“bridge”withinEnterpriseManagementacrosstotheitSMF/ITILspecificationsforITILgoodpracticeareas.ThisexistingworkhasincludeddefinitionofhowtheseITILgoodpracticeswouldinfluenceandmoderatethebehavioroftherestoftheenterprisewheretheusersdecidedtoapplyITILwitheTOMintheenterpriseareasconcerned.
Thisdocumentfocusesonexplainingthephilosophyandmethodologyforallthis,sincealthoughtheworkingmechanismsarealreadydocumentedwithinthepublishedBusinessProcessFrameworkmaterial,thereareanumberofimportantdetailsthatmaynotbeobviousinallthedetail,anditisimportantthattheprinciplesarenotmisunderstood.Thisdocumentmightthereforebethoughtofasa“primer”onhowITILandeTOMcanbeintegratedsuccessfully.
2.AddressingtheBusinessDrivers
ThebackdroptothewholeexerciseonfindingcommongroundbetweenITILandeTOMisthegrowingdemandtointegratemoreeffectivelytheITsupportwithincompanieswiththeirbusinessfocus.Thiswasexploredaspartofthealready-publishedTR143“BuildingBridgesITILandeTOM”thatwasendorsedbybothTMForumanditSMF.
Figure21showshowBusinessandITarebecomingincreasinglyco-dependentwithinenterprisesandhowthealready-establishedtechnique(fromTR143)ofbuildingeTOMbusinessprocessflowsthatdeliverITILgoodpracticeservicescansuccessfullyaddressthisneedandprovidesapracticalmethodofsupportingthemergedenvironment.
Figure21:
ConnectingtheBusinesswithIT
TheeTOMflowapproachisshownmoreclearlyinFigure22.
Figure22:
ITILandeTOM–Flowingtogether
Here,theeTOMBusinessProcessFrameworkontheleftprovidesaresponsetothegeneralindustrydesiretomodelbusinessprocessneeds,forServiceProvidersandalsoenterprisesgenerally.Fromthisawiderangeofbusinessprocessflowscanbespecified(bottomleft),addressingarangeofscenario