Certain data is required to manage IT (Information Technology – the organization that delvers computer services), whether you have the tools or not. This document describes the data that the business must track in order to manage (plan, monitor, and control) the following:
• People and Organization
• Assets (applications, servers, data, network)
• Finances (including investments and expenses)
• Projects, Tasks, and Work Items (including defects)
Once we understand the data necessary to manage IT, we can determine where that data is currently generated, entered into tools, stored, or currently lacking.
The model has several views:
• Overview: Application provides Service, as a result of a Project that releases a Version. An Organization uses that Service to support a Business Process. The Project has Task that requires Effort by a Worker to complete. A Worker can also provide Labor service. These concepts are expanded in other views
• Project: A Project (and its sub-types Service Request and Incident Response) have Status, Scope, Purpose, and Methodology (also called ‘approach’ although incident responses do not usually document their approach). An Organization provides funding (from a Cost Category) and an (usually different) Organization executes the Project. The project has a plan with scheduled Milestones and Tasks. The project is broken into Lifecycle Phase, each of which ends in a Milestone.
• Asset: The Asset is the accounting view of the application assets. (There will also be an investment portfolio of projects and an asset configuration for the operators.) Each Asset may be configured from one or more Configuration Item, each of which has an Uptime (availability) and Use Level and may have a Recovery Plan.
The benefits of an asset (or other resource) are measured by the Service that the application provides. Each Asset may require other Service, including a Facility.
• Application: Applications are the main result of IT engineering efforts. Applications are a kind of asset and a kind of configuration item.
• Service: Services are what our customers want. Resources (including assets) are useful only as they provide services. Services may be billed at a rate that depends upon the type of service as well as the level of service. Services can be maintenance, management, labor, or utility. Customers may express their satisfaction with Service.
• Task: Task is the smallest measurable part of a Project. A Milestone is a special type of Task without a duration. Task may be mapped to an Activity Type, which is useful for aggregating labor effort. Each task results in a Deliverable, which may have Defect. The Deliverable containing the Defect may have been created in a Project Phase prior to the one in which it was detected.
• IT Business: Organization executes business Process that requires one or more Capability. Organization Goal will require Capability of that Organization. That Organization Capability requires people (Role), Process, Data, and (often) technology in the form of an Application.
• Accounting: Almost all of this is an accountant view of data shown elsewhere.
• Labor: Labor is the largest single IT cost, nearly 60% of the budget. The Billing Rate can be set from budget, cost, or competitive rates.