How Do ITSM and SOA Differ
Both are service focused and spell success for IT

The definition of both are a gold mine of confusion for senior IT executives, whose infrastructure and engineering leadership is talking to them about "Service Management" while their enterprise architecture braintrust goes on about "Business Services" and related SOA terminology. 

The genesis of ITSM is found in the success of the ITIL Service Support and Service Delivery volumes, two volumes that have had a primarily operational audience and interpretation.  SOA, on the other hand, is rooted in the history of software development, with origins traceable to re-usable transactions in mainframe environments, and an entire subsequent history involving developments such as the emergence of object orientation, component based and the standardization of the IETF specs and the realization that a URL could be seen as simply a (slightly clunky) function call.

At the heart of a solid SOA implementation is ITSM. ITSM is the integration of people, processes, and technology into a well-designed system based on best industry practices. With companies' IT processes already in place, ITSM provides the roadmap to help maximize business value with controlled costs, while mitigating business risks. The goal of ITSM is to implement and manage IT services in an organization that meet the needs of the business. It is a long-term approach to the way an organization, whether it is technology-focused or not, operates. For example, an overnight delivery package being sent to a business partner may seem non-technical in nature. However, to deliver the product, the "back office" is dependent on a successful ITSM implementation that ensures there is a process in place to deliver the product on time and with maximum efficiency.

The power and benefits of SOA increase as its adoption across the enterprise increases. To obtain the maximum value of SOA adoption, it's important to drive SOA into all aspects of IT operations. Some people call this "operationalizing SOA." Companies that have a solid track record of implementing ITSM processes will likely find it easier and quicker to adopt the new processes required to successfully adopt SOA.

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Mapping Business and IT Requirements 

IT Needs to be Able to Adapt to Enterprise Need Quickly

The IT Productivity Center has identified five basic business requirements and the necessary IT capabilities and responses.

• Quick Time-to-Market  -  Ability to roll our new applications and technology is expanded with the use of System-Oriented Architecture (SOA)
  Solution - http://www.itproductivity.org/itsm.htm
• Restructuring business due to merger, acquisition, or divestiture  - Ability to add, change and eliminate IT operations through an effective design and implementation of a structured IT Infrastructure for both networks and data centers
  Solution - http://www.itproductivity.org/Infrastructure.html
• Integration of IT technology with business operations - Ability to implement and operate on a 7 by 24 basis for all application, application support, network, and processing operations.  This includes having integrated Business Continuity and Disaster Recovery Plans implemented
  Solution - http://www.itproductivity.org/DisasterPlanning.htm
• Compliance with mandated security and financial reporting requirements - Defined policies, procedures, and processes which quickly and efficiently support business operations without hindering to overall effectiveness of the processes that are put in place to support them
  Solution - http://www.itproductivity.org/Security.php
• Maintain an ROI which is supports the long-term objectives of the business - Metrics that are tied to the Critical Success Factors (CSFs) the enterprise and are supported by defined Service Level Agreements (SLAs)
  Solution - http://www.itproductivity.org/metrics.htm
                  http://www.itproductivity.org/sla.htm

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In This Issue

Technology Must Be User Friendly

Mapping Business and IT Requirements

June 2008 IT Salary Survey Released

CIO Productivity Tools

Links

Metrics HandiGuide
ITSM
CIO Productivity Kit
IT Job Descriptions
2008 Salary Survey

June 2008 IT Salary Survey Released

Are you paying too much or too little to your information technology staff? Are you earning what you're worth? Whether employer or employee, it is important to know what other companies are paying in total compensation for a similar position in your area. Learn how your company compares in the area of compensation.

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Productivity Tools

The complete set of tools that are needed for the CIO  and CTO to exceed management's expectations.

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