ITIL Implementation - IT Service Structure - Revision history

Andrea at 11:36, 5 April 2022

2022-04-05T11:36:12Z

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Andrea at 16:57, 29 March 2019

2019-03-29T16:57:07Z

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	Any ITIL initiative should start by [[#Customer_services_and_supporting_services\|looking at services]]. After all, the whole idea behind introducing ITIL is to achieve a better focus on services.		Any ITIL initiative should start by [[#Customer_services_and_supporting_services\|looking at services]]. After all, the whole idea behind introducing ITIL best practices is to achieve a better focus on services.

	<p> </p>		<p> </p>
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	In other words, what the customers want is reliable internet access, not a specific sort of network infrastructure (in fact it is irrelevant to the clients that some infrastructure is needed to provide them with internet access).		In other words, what the customers want is reliable internet access, not a specific sort of network infrastructure (in fact it is irrelevant to the clients that some infrastructure is needed to provide them with internet access).
	~~<p> </p>~~

	====Creating a list of customer services====		====Creating a list of customer services====
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	[[Image:thumb_IT_Services.jpg\|thumb\|200px\|right\|none\|alt=IT Service Structure\|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb_IT_Services.jpg\|Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example (.PDF)]]]		[[Image:thumb_IT_Services.jpg\|thumb\|200px\|right\|none\|alt=IT Service Structure\|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb_IT_Services.jpg\|Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example (.PDF)]]]
	A good way to get started is creating a list of existing customer services, using - if possible - existing agreements and other documentation. If no service-related information is available, a basic list must be drawn from scratch, including at least short service descriptions and an overview of which customers use which services.		A good way to get started is creating a list of existing customer services, using - if possible - existing agreements and other documentation. If no service-related information is available, a basic list must be drawn from scratch, including at least short service descriptions and an overview of which customers use which services.
	~~<p> </p>~~

	====Identifying supporting services====		====Identifying supporting services====
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	Supporting services are often closely related to certain parts of the technical infrastructure, such as major application systems or infrastructure components: "Providing the SAP environment" would be a typical example.		Supporting services are often closely related to certain parts of the technical infrastructure, such as major application systems or infrastructure components: "Providing the SAP environment" would be a typical example.
	~~<p> </p>~~

	====Drawing up the service structure====		====Drawing up the service structure====

	Having identified customer and supporting services, the remaining task is to draw up the service structure by determining their interdependencies (see ~~Fig~~. 1: [https://wiki.en.it-processmaps.com/images/0/~~05/Thumb_IT_Services~~.~~jpg~~ IT service structure - example]).		Having identified customer and supporting services, the remaining task is to draw up the service structure by determining their interdependencies (see fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT service structure - example (.pdf)]).

	Supporting services may be arranged in several layers; for example, a service responsible for operating a certain application system may rely on another supporting service providing a basic operation system environment.		Supporting services may be arranged in several layers; for example, a service responsible for operating a certain application system may rely on another supporting service providing a basic operation system environment.

	The service structure drawn up in this project step will be a valuable input at a later point in time, when the [[Service Catalogue Management#Service Catalogue\|Service Catalogue Management]] process is being implemented.		The service structure drawn up in this project step will be a valuable input at a later point in time, when the [[Service Catalogue Management#Service Catalogue\|Service Catalogue Management]] process is being implemented.
	~~<p> </p>~~

	==Prerequisites==		==Prerequisites==
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	* Existing agreements and information		* Existing agreements and information
	* Partners on the client-side for the definition of customer services		* Partners on the client-side for the definition of customer services
	~~<p> </p>~~

	==Results/ Deliverables==		==Results/ Deliverables==
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	* List of supporting services, including at least short service descriptions, responsible service owners and indications of whether the services are operated with internal or external resources		* List of supporting services, including at least short service descriptions, responsible service owners and indications of whether the services are operated with internal or external resources
	* Service structure, describing the service interdependencies.		* Service structure, describing the service interdependencies.
	~~<p> </p>~~

	==Success factors==		==Success factors==
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	** Etc.		** Etc.
	*The IT service structure should be created in close coordination with the IT organization's clients.		*The IT service structure should be created in close coordination with the IT organization's clients.
	~~<p> </p>~~

	==Resources==		==Resources==
	[1] IT Process Wiki: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT service structure - Template (.pdf)]		[1] IT Process Wiki: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT service structure - Template (.pdf)]

	~~<p> </p>~~

	==Following project activity==		==Following project activity==

	→ ITIL Implementation - step 3: '''[[ITIL Implementation - ITIL Roles\|Selection of ITIL roles and role owners]]'''		→ ITIL Implementation - step 3: '''[[ITIL Implementation - ITIL Roles\|Selection of ITIL roles and role owners]]'''
	~~<p> </p>~~

	==Notes==		==Notes==

	<html>By:  Andrea Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~113316270668629760475~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Andrea Kempter \| Profile on ~~Google+~~" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.		<html>By:  Andrea Kempter <a rel="author" href="https://www.linkedin.com/in/andreakempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Andrea Kempter \| Profile on LinkedIn" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a>, IT Process Maps.
	<p> </p>		<p> </p>

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Andrea at 17:44, 11 November 2018

2018-11-11T17:44:49Z

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Andrea at 14:13, 5 October 2018

2018-10-05T14:13:43Z

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Andrea at 08:43, 28 April 2017

2017-04-28T08:43:42Z

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Andrea at 17:18, 4 February 2016

2016-02-04T17:18:28Z

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	====Creating a List of Business Services====		====Creating a List of Business Services====

	[[Image:thumb_IT_Services.jpg\|thumb\|200px\|right\|none\|alt=IT Service Structure\|Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example (.PDF)]]]		[[Image:thumb_IT_Services.jpg\|thumb\|200px\|right\|none\|alt=IT Service Structure\|link=https://wiki.en.it-processmaps.com/index.php/File:Thumb_IT_Services.jpg\|Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example (.PDF)]]]
	A good way to start is creating a list of existing business services, using – if possible – existing agreements and information. If no service-related information is available, a basic list must be drawn from scratch, including at least short service descriptions and customers using the services.		A good way to start is creating a list of existing business services, using – if possible – existing agreements and information. If no service-related information is available, a basic list must be drawn from scratch, including at least short service descriptions and customers using the services.

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	====Defining the Service Structure====		====Defining the Service Structure====

	Having identified business and supporting services, the remaining task is to create the IT service structure by determining their interrelationships ''(see Fig. 1: [https://wiki.en.it-processmaps.com/images/~~pdf~~/~~service_structure~~.~~pdf~~ IT Service Structure - Example])''.		Having identified business and supporting services, the remaining task is to create the IT service structure by determining their interrelationships ''(see Fig. 1: [https://wiki.en.it-processmaps.com/images/0/05/Thumb_IT_Services.jpg IT Service Structure - Example])''.

	It can be seen that supporting services are often layered; for example, a service responsible for running a certain application system may need to rely on another supporting service providing a basic operation system environment.		It can be seen that supporting services are often layered; for example, a service responsible for running a certain application system may need to rely on another supporting service providing a basic operation system environment.

Andrea at 11:34, 17 September 2014

2014-09-17T11:34:58Z

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Andrea: /* Resources */

2013-06-30T09:15:40Z

Resources

← Older revision		Revision as of 11:15, 30 June 2013
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	~~<p> </p>~~

	{\|		{\|
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	===== Business Services and Supporting Services =====		===== Business Services and Supporting Services =====

	The best way to get a clear picture on services is to develop a service structure, comprising both business services and supporting services. This reflects one of the most important ITIL principles: ~~[[ITIL Implementation - IT Service Structure#Creating a List of Business Services\|Business~~ services]] (offered to customers) are built from a set of supporting services (visible only inside the IT organization).		The best way to get a clear picture on services is to develop a service structure, comprising both business services and supporting services. This reflects one of the most important ITIL principles: business services (offered to customers) are built from a set of supporting services (visible only inside the IT organization).

	There is often confusion in IT organizations about what exactly is considered a business service:		There is often confusion in IT organizations about what exactly is considered a business service:

	''Business services'' are characterized by representing a direct value to customers, like e.g. the provision of e-mailing facilities and internet access.		''[[ITIL Implementation - IT Service Structure#Creating a List of Business Services\|Business services]]'' are characterized by representing a direct value to customers, like e.g. the provision of e-mailing facilities and internet access.

	''[[ITIL Implementation - IT Service Structure#Determining Supporting Services\|Supporting services]]'', in contrast, are not of direct value to customers but are needed as building blocks for business services. Providing a network infrastructure, for example, would be a supporting service which is required to offer internet access for customers.		''[[ITIL Implementation - IT Service Structure#Determining Supporting Services\|Supporting services]]'', in contrast, are not of direct value to customers but are needed as building blocks for business services. Providing a network infrastructure, for example, would be a supporting service which is required to offer internet access for customers.
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	===== Defining the Service Structure =====		===== Defining the Service Structure =====

	Having identified business and supporting services, the remaining task is to create the IT service structure by determining their interrelationships (see ~~Figure "~~IT Service Structure - Example").		Having identified business and supporting services, the remaining task is to create the IT service structure by determining their interrelationships ''(see Fig. 1: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example])''.

	It can be seen that supporting services are often layered; for example, a service responsible for running a certain application system may need to rely on another supporting service providing a basic operation system environment.		It can be seen that supporting services are often layered; for example, a service responsible for running a certain application system may need to rely on another supporting service providing a basic operation system environment.
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	==== Success Factors ====		==== Success Factors ====

	* The actual signing of formal [[Service Level Management#SLA\|SLAs]] with the clients is not yet meaningful in this early project phase: SLAs are concluded ~~within the framework~~ of [[Service Level Management]] – a process which will be implemented later on in the course of the project.		* The actual signing of formal [[Service Level Management#SLA\|Service Level Agreements (SLAs)]] with the clients is not yet meaningful in this early project phase: SLAs are concluded as part of [[Service Level Management]] – a process which will be implemented later on in the course of the project.

	* For most IT organizations, a number of approx. 5 to 15 business services should be adequate. The service structure will typically combine bundles of related service components into business services, in order to be able to negotiate complete packages with the client and simultaneously spare him from having to consider technical details: in this way for example, a service called "Provision of Client PCs" may contain		* For most IT organizations, a number of approx. 5 to 15 business services should be adequate. The service structure will typically combine bundles of related service components into business services, in order to be able to negotiate complete packages with the client and simultaneously spare him from having to consider technical details: in this way for example, a service called "Provision of Client PCs" may contain
	** ~~initial~~ installation		** Initial installation
	** ~~troubleshooting~~		** Troubleshooting
	** ~~user~~ assistance		** User assistance
	** ~~software~~ updates		** Software updates
	** ~~hardware~~ updates		** Hardware updates
	** ~~etc~~.		** Etc.

			* The IT service structure to be defined can only be viable if it is created in close coordination with the IT organization's clients. During the initial talks with the client-side, the IT representatives should emphasize their aim to improve service quality as the motivation for the initiative. The false impression that a possibly disadvantageous contract shall be forced onto the client must be avoided.

			* Internal services need to be structured in such a way that it is possible to assign clear responsibilities to [[ITIL Roles#Service Owner\|Service Owners]]. [[Service Level Management#OLA\|Operational Level Agreements (OLAs)]] are later agreed with these Service Owners.

	* The IT Service structure to be defined can only be viable if it is created in close co-ordination with the IT organization's clients. During the initial talks with the client-side, the IT representatives should emphasize their aim to improve service quality as the motivation for the initiative. The false impression that a possibly disadvantageous contract shall be forced onto the client must be avoided.		<p> </p>

	* Internal services need to be structured in such a way that it is possible to assign clear responsibilities to [[~~Roles within ITIL V3#Service Owner\|~~Service ~~Owners]]~~. ~~[[Service Level Management#OLA\|OLAs]~~] ~~are later agreed with these Service Owners.~~		==== Resources ====
			[1] IT Process Wiki: [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Template (.pdf)]

	<p> </p>		<p> </p>
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			<html><a rel="author" href="https://plus.google.com/113316270668629760475"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Andrea Kempter \| Profile on Google+" alt="Author: Andrea Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL implementation]]
	<!-- --- -->		<!-- --- -->

Andrea at 14:11, 16 September 2011

2011-09-16T14:11:16Z

← Older revision		Revision as of 16:11, 16 September 2011
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			<p> </p>

	Any ITIL initiative should start by looking at services. After all, the whole idea behind introducing ITIL is to achieve a stronger focus on services.		Any ITIL initiative should start by looking at services. After all, the whole idea behind introducing ITIL is to achieve a stronger focus on services.

			<p> </p>

			==== Objectives of this Project Step ====

			* Identification of business services and supporting services
			* Creating the service structure by determining the interdependencies between business services and supporting services

			<p> </p>

	==== Description ====		==== Description ====
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	===== Business Services and Supporting Services =====		===== Business Services and Supporting Services =====

	The best way to get a clear picture on services is to develop a service structure, comprising both business and supporting services. This reflects one of the most important ITIL principles: [[ITIL Implementation - IT Service Structure#Creating a List of Business Services\|Business services]] (offered to customers) are built from a set of supporting services (visible only inside the IT organization).		The best way to get a clear picture on services is to develop a service structure, comprising both business services and supporting services. This reflects one of the most important ITIL principles: [[ITIL Implementation - IT Service Structure#Creating a List of Business Services\|Business services]] (offered to customers) are built from a set of supporting services (visible only inside the IT organization).

			There is often confusion in IT organizations about what exactly is considered a business service:

	~~There is often confusion in IT organizations about what exactly is considered a business service:~~ Business services are characterized by representing a direct value to customers, like e.g. the provision of e-mailing facilities and internet access.		''Business services'' are characterized by representing a direct value to customers, like e.g. the provision of e-mailing facilities and internet access.

	[[ITIL Implementation - IT Service Structure#Determining Supporting Services\|Supporting services]], in contrast, are not of direct value to customers but are needed as building blocks for business services. Providing a network infrastructure, for example, would be a supporting service which is required to offer internet access for customers.		''[[ITIL Implementation - IT Service Structure#Determining Supporting Services\|Supporting services]]'', in contrast, are not of direct value to customers but are needed as building blocks for business services. Providing a network infrastructure, for example, would be a supporting service which is required to offer internet access for customers.

	In other words, what the customer wants is reliable internet access, not a specific sort of network infrastructure. (In fact it is irrelevant for the customer that a network infrastructure is needed to provide him with internet access).		In other words, what the customer wants is reliable internet access, not a specific sort of network infrastructure. (In fact it is irrelevant for the customer that a network infrastructure is needed to provide him with internet access).
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	default [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example (.PDF)]		default [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example (.PDF)]
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	The main point of defining supporting services is to assign responsibilities for the delivery of those services. The responsible Service Owners will thus be expected to make sure that their services meet the agreed service level targets.		The main point of defining supporting services is to assign responsibilities for the delivery of those services. The responsible Service Owners will thus be expected to make sure that their services meet the agreed service level targets.

	Supporting services are often closely related to certain parts of the IT infrastructure, like e.g. major application systems or infrastructure components: ~~“Providing~~ the SAP ~~environment”~~ would be a typical example.		Supporting services are often closely related to certain parts of the IT infrastructure, like e.g. major application systems or infrastructure components: "Providing the SAP environment" would be a typical example.

	===== Defining the Service Structure =====		===== Defining the Service Structure =====
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	It can be seen that supporting services are often layered; for example, a service responsible for running a certain application system may need to rely on another supporting service providing a basic operation system environment.		It can be seen that supporting services are often layered; for example, a service responsible for running a certain application system may need to rely on another supporting service providing a basic operation system environment.

	This service structure will later also serve as a valuable input to designing the [[~~ITIL Glossary~~#Service Catalogue\|Service Catalogue]].		This service structure will later also serve as a valuable input to designing the [[Service Catalogue Management#Service Catalogue\|Service Catalogue]].

	~~==== Objectives of this Project Step ====~~

	* Identification of business and supporting services		<p> </p>
	* Creating the service structure by determining the interdependencies between business and supporting services

	==== Prerequisites ====		==== Prerequisites ====
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	* Existing agreements and information		* Existing agreements and information
	* Partners on the client-side for the definition of business services		* Partners on the client-side for the definition of business services

			<p> </p>

	==== Results/ Deliverables ====		==== Results/ Deliverables ====
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	* List of supporting services, including at least short service descriptions and responsible Service Owners		* List of supporting services, including at least short service descriptions and responsible Service Owners
	* Service structure		* Service structure

			<p> </p>

	==== Success Factors ====		==== Success Factors ====

	* The actual signing of formal [[~~ITIL Glossary#~~Service Level ~~Agreement (~~SLA)\|SLAs]] with the clients is not yet meaningful in this early project phase: SLAs are concluded within the framework of [[Service Level Management]] – a process which will be implemented later on in the course of the project.		* The actual signing of formal [[Service Level Management#SLA\|SLAs]] with the clients is not yet meaningful in this early project phase: SLAs are concluded within the framework of [[Service Level Management]] – a process which will be implemented later on in the course of the project.

	* For most IT organizations, a number of approx. 5 to 15 business services should be adequate. The service structure will typically combine bundles of related service components into business services, in order to be able to negotiate complete packages with the client and simultaneously spare him from having to consider technical details: In this way for example, a service called "Provision of Client PCs" may contain		* For most IT organizations, a number of approx. 5 to 15 business services should be adequate. The service structure will typically combine bundles of related service components into business services, in order to be able to negotiate complete packages with the client and simultaneously spare him from having to consider technical details: in this way for example, a service called "Provision of Client PCs" may contain
	** initial installation		** initial installation
	** troubleshooting		** troubleshooting
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	* The IT Service structure to be defined can only be viable if it is created in close co-ordination with the IT organization's clients. During the initial talks with the client-side, the IT representatives should emphasize their aim to improve service quality as the motivation for the initiative. The false impression that a possibly disadvantageous contract shall be forced onto the client must be avoided.		* The IT Service structure to be defined can only be viable if it is created in close co-ordination with the IT organization's clients. During the initial talks with the client-side, the IT representatives should emphasize their aim to improve service quality as the motivation for the initiative. The false impression that a possibly disadvantageous contract shall be forced onto the client must be avoided.

	* Internal services need to be structured in such a way that it is possible to assign clear responsibilities to Service Owners. [[~~ITIL Glossary~~#~~Operational Level Agreement (~~OLA)\|OLAs]] are later agreed with these Service Owners.		* Internal services need to be structured in such a way that it is possible to assign clear responsibilities to [[Roles within ITIL V3#Service Owner\|Service Owners]]. [[Service Level Management#OLA\|OLAs]] are later agreed with these Service Owners.

			<p> </p>

	'''Following Project Activity''':		'''Following Project Activity''':
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	→ ITIL Implementation - Step 3: '''[[ITIL Implementation - ITIL Roles\|Selection of ITIL Roles and Role Owners]]'''		→ ITIL Implementation - Step 3: '''[[ITIL Implementation - ITIL Roles\|Selection of ITIL Roles and Role Owners]]'''

			<p> </p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V3]][[Category:ITIL implementation]]		[[Category:ITIL V3]][[Category:ITIL implementation]]
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Andrea at 18:28, 26 July 2011

2011-07-26T18:28:31Z

← Older revision		Revision as of 20:28, 26 July 2011
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			<seo metakeywords="it service structure, it services structure" metadescription="The best way to get a clear picture on IT services is to develop a service structure, comprising both business and supporting services." />
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			Image:ITIL-Wiki-de-es.jpg\|DE - ES - ITIL IT Service Structure\|100px
			rect 0 0 50 30 [https://wiki.de.it-processmaps.com/index.php/ITIL-Implementierung_-_IT-Services diese Seite auf Deutsch]
			rect 50 0 100 30 [https://wiki.es.it-processmaps.com/index.php/Implementaci%C3%B3n_de_ITIL_-_Estructura_de_servicios esta página en español]
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	{\|		{\|
	~~! align="right" width="80%"~~\|		\|-
	! style="~~background~~:~~#DDDDDD~~;~~" align="right" width="20%~~"\| ~~[https~~://~~wiki.de.it-processmaps.com/index.php/ITIL-Implementierung_-_IT-Services diese Seite auf Deutsch]~~		\| style="border-bottom:1px solid grey;" \|<big><strong> Step 2: Definition of the IT Service Structure </strong></big>
	\|}		\|}

	~~== Step 2: Definition of~~ the ~~Service Structure ==~~
			Any ITIL initiative should start by looking at services. After all, the whole idea behind introducing ITIL is to achieve a stronger focus on services.

	==== Description ====		==== Description ====
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	===== Business Services and Supporting Services =====		===== Business Services and Supporting Services =====

	~~Any ITIL initiative should start by looking at services. After all, the whole idea behind introducing ITIL is to achieve a stronger focus on services.~~		The best way to get a clear picture on services is to develop a service structure, comprising both business and supporting services. This reflects one of the most important ITIL principles: [[ITIL Implementation - IT Service Structure#Creating a List of Business Services\|Business services]] (offered to customers) are built from a set of supporting services (visible only inside the IT organization).

	The best way to get a clear picture on services is to develop a service structure, comprising both business and supporting services. This reflects one of the most important ITIL principles: Business services (offered to customers) are built from a set of supporting services (visible only inside the IT organization).

	There is often confusion in IT organizations about what exactly is considered a business service: Business services are characterized by representing a direct value to customers, like e.g. the provision of e-mailing facilities and internet access.		There is often confusion in IT organizations about what exactly is considered a business service: Business services are characterized by representing a direct value to customers, like e.g. the provision of e-mailing facilities and internet access.

	Supporting services, in contrast, are not of direct value to customers but are needed as building blocks for business services. Providing a network infrastructure, for example, would be a supporting service which is required to offer internet access for customers.		[[ITIL Implementation - IT Service Structure#Determining Supporting Services\|Supporting services]], in contrast, are not of direct value to customers but are needed as building blocks for business services. Providing a network infrastructure, for example, would be a supporting service which is required to offer internet access for customers.

	In other words, what the customer wants is reliable internet access, not a specific sort of network infrastructure. (In fact it is irrelevant for the customer that a network infrastructure is needed to provide him with internet access).		In other words, what the customer wants is reliable internet access, not a specific sort of network infrastructure. (In fact it is irrelevant for the customer that a network infrastructure is needed to provide him with internet access).

	===== Creating a List of Business Services =====		===== Creating a List of Business Services =====

			<imagemap>
			Image:thumb_IT_Services.jpg\|right\|IT Service Structure - Example [.PDF]\|200px\|thumb
			default [https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example (.PDF)]
			desc bottom-left
			</imagemap>

	A good way to start is creating a list of existing business services, using – if possible – existing agreements and information. If no service-related information is available, a basic list must be drawn from scratch, including at least short service descriptions and customers using the services.		A good way to start is creating a list of existing business services, using – if possible – existing agreements and information. If no service-related information is available, a basic list must be drawn from scratch, including at least short service descriptions and customers using the services.
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	===== Defining the Service Structure =====		===== Defining the Service Structure =====

	~~[[Image:thumb_IT_Services.jpg\|frame\|right\|[https://wiki.en.it-processmaps.com/images/pdf/service_structure.pdf IT Service Structure - Example]]]~~		Having identified business and supporting services, the remaining task is to create the IT service structure by determining their interrelationships (see Figure "IT Service Structure - Example").
	Having identified business and supporting services, the remaining task is to create the service structure by determining their interrelationships (see ~~figure~~ "IT Service Structure - Example").

	It can be seen that supporting services are often layered; for example, a service responsible for running a certain application system may need to rely on another supporting service providing a basic operation system environment.		It can be seen that supporting services are often layered; for example, a service responsible for running a certain application system may need to rely on another supporting service providing a basic operation system environment.

	This service structure will later also serve as a valuable input to designing the Service Catalogue.		This service structure will later also serve as a valuable input to designing the [[ITIL Glossary#Service Catalogue\|Service Catalogue]].

	==== Objectives of this Project Step ====		==== Objectives of this Project Step ====
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	==== Success Factors ====		==== Success Factors ====

	* The actual signing of formal SLAs with the clients is not yet meaningful in this early project phase: SLAs are concluded within the framework of Service Level Management – a process which will be implemented later on in the course of the project.		* The actual signing of formal [[ITIL Glossary#Service Level Agreement (SLA)\|SLAs]] with the clients is not yet meaningful in this early project phase: SLAs are concluded within the framework of [[Service Level Management]] – a process which will be implemented later on in the course of the project.

	* For most IT organizations, a number of approx. 5 to 15 business services should be adequate. The service structure will typically combine bundles of related service components into business services, in order to be able to ~~ne-gotiate~~ complete packages with the client and simultaneously spare him from having to consider technical details: In this way for example, a service called "Provision of Client PCs" may contain		* For most IT organizations, a number of approx. 5 to 15 business services should be adequate. The service structure will typically combine bundles of related service components into business services, in order to be able to negotiate complete packages with the client and simultaneously spare him from having to consider technical details: In this way for example, a service called "Provision of Client PCs" may contain
	** initial installation		** initial installation
	** troubleshooting		** troubleshooting
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	* The IT Service structure to be defined can only be viable if it is created in close co-ordination with the IT organization's clients. During the initial talks with the client-side, the IT representatives should emphasize their aim to improve service quality as the motivation for the initiative. The false impression that a possibly disadvantageous contract shall be forced onto the client must be avoided.		* The IT Service structure to be defined can only be viable if it is created in close co-ordination with the IT organization's clients. During the initial talks with the client-side, the IT representatives should emphasize their aim to improve service quality as the motivation for the initiative. The false impression that a possibly disadvantageous contract shall be forced onto the client must be avoided.

	* Internal services need to be structured in such a way that it is possible to assign clear responsibilities to Service Owners. OLAs are later agreed with these Service Owners.		* Internal services need to be structured in such a way that it is possible to assign clear responsibilities to Service Owners. [[ITIL Glossary#Operational Level Agreement (OLA)\|OLAs]] are later agreed with these Service Owners.


			'''Following Project Activity''':

			→ ITIL Implementation - Step 3: '''[[ITIL Implementation - ITIL Roles\|Selection of ITIL Roles and Role Owners]]'''


	~~'''Following Process Activity'''~~

	~~''Step 3~~:~~'' '''''~~[[ITIL ~~Implementation -~~ ITIL ~~Roles\|Select ITIL Roles and Determine Role Owners~~]]~~'''''~~		<!-- This page is assigned to the following categories: -->
			[[Category:ITIL V3]][[Category:ITIL implementation]]
			<!-- --- -->