02 — Capability · BC-740
IT Service Management
Define, deliver and support technology as services with agreed levels, and run the processes — request, incident, problem, change, configuration — that keep those services reliable and their record of truth accurate.
- ITSM
- Service Operations
- Service Delivery
- Service Support
In scope
- The service catalog, service offerings and the levels agreed for them
- Incident, problem, change and request processes across all technology
- The CMDB, discovery and service mapping that describe what is running
- Service desk, knowledge and the reporting that shows how services perform
Out of scope
- Architecture repository and the capability map it reconciles against (see BC-170)
- Fixing the application code or infrastructure once the incident is routed (see BC-720, BC-730)
- Customer-facing service for the products the business sells (see BC-450)
Realized by · 4
- ServiceNow · IT Service Managementcore via BC-740.10
- ServiceNow · Configuration Management Databasecore via BC-740.40
- ServiceNow · IT Operations Managementstrong via BC-740.40
- Jira · Jira Service Managementstrong via BC-740.10
Used in · 9
- Incident-to-Resolution · 01 Detect & Log via BC-740.20
- Incident-to-Resolution · 02 Classify & Prioritize via BC-740.20
- Incident-to-Resolution · 03 Diagnose & Restore via BC-740.20
- Incident-to-Resolution · 04 Communicate via BC-740.60
- Incident-to-Resolution · 05 Close & Learn via BC-740.20
- Demand-to-Change · 01 Capture Demand via BC-740.10
- Demand-to-Change · 05 Approve the Change via BC-740.30
- Demand-to-Change · 06 Deploy via BC-740.30
- Demand-to-Change · 07 Verify & Close via BC-740.40
Build it · 4
- pattern SLO and Error Budget via BC-740.50.20
- book Release It! via BC-740.20
- book The Phoenix Project via BC-740.30
- book Site Reliability Engineering via BC-740.50
Decomposes into · 6
- BC-740.10Service Catalog & Request FulfillmentPublish what technology offers, in terms a requester understands, and fulfill each request through a known workflow with a known turnaround.
- BC-740.20Incident & Problem ManagementRestore service quickly when it breaks, coordinate the response when it breaks badly, and find and remove the causes so the same failure is not restored twice.
- BC-740.30Change EnablementLet changes reach production at the speed the business needs with the scrutiny the risk deserves, and keep a calendar that shows what is changing, when and what it touches.
- BC-740.40Configuration Management & CMDBMaintain the record of what technology the enterprise runs, how it is connected and which services depend on it, so the CMDB describes what is running rather than what someone once installed.
- BC-740.50Service Level & PerformanceAgree what good looks like for each service, measure it honestly and improve the services that fall short, with the business seeing the same numbers technology sees.
- BC-740.60Service Desk & KnowledgeGive users one place to go for help and the knowledge to help themselves, so first contact resolves more and escalations carry the context the next team needs.