GB921W Working TogetherITIL and eTOM v112.docx

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