IT Services Model Business Requirements IT Strategies Goals Processes Technology and Tools Organization and Staff Business Dialog IT Delivery Douglas “Mitch” Mitchell 6/03/02

IT Services Delivery Examples Business Requirements IT Strategies Goals IT Services Delivery Examples Business IT Services IT Processes Technology & Tools Organization and Staff Service Management Vendor Mgmt Service Level Mgmt Service Request Mgmt Service Assurance Change Mgmt Dispatched Support Event Management Operations System Continuity Mgmt Computer Operations Communication Support Remote Support Technology Management Technical Support Network Design & Eng. Configuration Mgmt System Admin & App. Support Administration Asset Mgmt Financial Mgmt Architecture Mgmt Training Security Application Line of Business Apps Enterprise Apps App Languages Infrastructure Application Tools Processing Servers Desk Tops Storage Networks WANs LANs Wireless Processes Methodologies DSM Tools Security Tools and Procedures Access Tools Information Databases Facilities Data Centers Operations Data Center Ops Field Support Networks Design & Eng. Network Ops Technology Technical Support Architecture Engineering Administration Finance Planning PMO Strategic Application Development Maintenance Business Management Business IT Service Delivery Business Resumption Planning Processing Services Application Processing Disaster Recovery Network Services Printing & Distribution Storage Backup & Recovery Capacity Planning Personal Services Desktop Support Help Desk Support Office Applications Telephone Cellular Phone Paging Voice-mail Collaborative Services Electronic Commerce Group Collaboration Education Services Personal Training Consultative Services IT Project Management Network Connectivity Application Services Development Support Database Design Management IT Service Business Requirements Functionality Performance Capacity Availability Reliability Risk Expense Capital Douglas “Mitch” Mitchell 6/03/02

Another View of IT Services Application Services Infrastructure Transactional Informational Strategic Processing Services Application Processing Printing & Distribution Network (Connectivity) Services Intranet Internet Telephony Wireless Data Services Database Management Storage Management Backup Recovery Personal Services Desktop Support Help Desk Security Services Access Security Application Security Consulting Services Application Technology (Architecture, Design, Engineering) Training Business Requirements IT Strategies Goals Business IT Services IT Service Business Requirements Functionality Performance Capacity Availability Reliability Risk Expense Capital Douglas “Mitch” Mitchell 6/03/02

Services Focused on Business Requirements The End Business Requirements IT Strategies Goals Business IT Services IT Processes Technology and Tools Organization and Staff Services Focused on Business Requirements Douglas “Mitch” Mitchell 6/03/02