IT Management Research, Industry Analysis, and Consulting
5 Steps to Defining IT Services:
A Hands-on Workbook
An ENTERPRISE MANAGEMENT ASSOCIATES® (EMA™) Workbook
March 2008
5 Steps to Defining IT Services:
A Hands-On Workbook
Table of Contents
Page
©2008 Enterprise Management Associates, Inc. All Rights Reserved.
IT Management Research, Industry Analysis, and Consulting
The Promise of ITSM ................................................................................................................................................ 1
Defining IT Services: The Cornerstone of ITSM ................................................................................................ 1
A Model for IT Service Definition .......................................................................................................................... 2
5 Steps to Defining an IT Service ............................................................................................................................ 3
Step 1: Select an Enterprise Product and Identify Supporting Services ..................................................... 3
Step 2: List All Related IT Systems .................................................................................................................... 4
Step 3: Mark IT Services as CFS or RFS .......................................................................................................... 6
Step 4: Map RFSs to CFSs ................................................................................................................................... 8
Step 5: Identify the Resources that Make Up the Resource Facing Services ............................................ 9
Next Steps ...................................................................................................................................................................10
About EMA.........................................................................................................................................