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Service
Management
System (SMS)
Services
Desired states
Best practices
Community
Human-Led
Reliability, Responsiveness, Trustworthiness, Empathy,
Attractiveness
IT-Led
Availability: Manageability, Serviceability,
Performance, Reliability, Recoverability, Discoverability
Trustworthiness: Security, Integrity, Credibility,
Compliance
Usability: Internationalization, Accessibility
Adaptability: Interoperability, Scalability, Elasticity,
Portability, Extensibility
Human-Led
Feature 1
Feature n…
SMS Instrumentation
IT-Led
Feature 1
Feature n…
SMS Instrumentation
Human-Led
People, IP, kits, collateral,
Systems & Tools, Goods, Facilities
IT-Led
Software: Applications, Data
Platform: Runtime, Middleware,
Operating System
Infrastructure: Virtualization,
Server, Storage, Network,
Hardware, Facilities
Providers &
Suppliers
Value Flow
Qualities
Functionality
Configuration
Things Worth Managing
Stakeholders
Design & transition
Strategy & GRC
Learning & improvement
Development
Release & deployment
Change & configuration
Promotion
Marketing, advertising, uptake
Support
Event, incident, request, problem, major incident & disaster handling
Delivery
Stakeholder relations, administration; provisioning, metering & billing;
budgeting & accounting
Value Flow
Customers & Users
 
 
 
 
 
 
 
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OSM One Slide ppt w links