Asside from being visually similar to a transit map, is there a purpose to the organization of the lines in the three central boxes? The entire rest of the poster does an admirable job at effectively and clearly organizing information; the patterns could be used to represent interdependencies/connections (like risk assessment being an activity that can be shared between IT Service Continuity and IT Security Management). As is, it comes across as a cute affectation without purpose.

On the whole, a good piece, both for general ITIL overview and as a marketing piece, tying processes to CA offerings.

Posted by: Kevin Eves | March 3, 2009 7:14 PM

I’m glad you caught the subway system connection with the process maps.  They were modeled after the interrelated maps of an urban subway system, they illustrate every process (or track), each activity (or station) and the key relationships that are relevant to navigating continuous IT service improvement.

A subway system has a central point of management to coordinate many levels of tracks and stations. Likewise, the control center for processes, activities and key interfaces of an ITIL journey resides with the Service Strategy phase. Think of this as the “circle line” that forms the heart of the maps.  The first phase of the service lifecycle, Service Strategy offers a significant competitive advantage. Before moving in any direction, business and IT decision makers join together to define what services will add the most value for customers. And, customer value equals business value.

To reduce risk and optimize business/IT integration across the service lifecycle, strategic controls are needed along the way, as illustrated on the three points of the triangle centered in the Plan-Do-Check-Act quality circle (based on the principles of W. Edwards Deming quality circle). The three control points are:

- Service Portfolio Management

- Demand Management

- Financial Management

These strategic controls help in evaluating, prioritizing and assuring the appropriate levels of financial and human resources for existing and new services. They compel strategic thinking:

Do we have to realign projects and priorities to make this service a reality? Can we afford it?

What is it worth to the business and to the customer? At the same time, these controls provide visibility into other strategic initiatives and the relationship to business value.

For more information, please read the IT Service Management: Select Your Route to ITIL Best Practice at www.ca.com/.../collateral.aspx

Posted by: Bob S | March 5, 2009 3:32 PM

That's great, I never thought about Service Management Process Map Poster like that before.

Posted by: Buck Thompson | July 20, 2009 3:27 AM