1. 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

2. 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
Voic
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

3. 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

4. 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