Mapping existing ITIL and ITSM processes to the new TBM architecture, is anyone successful?

[woodyfairley]

Here at NOAA I am observing some of my colleagues as they work to implement - from scratch - processes that align with the new OMB endorsed TBM architecture, but I wonder if perhaps we can implement existing ITIL and ITSM processes and workflows where an overlap or alignment may eliminate redundant efforts. My first action would be to find a library or repository of existing processes, workflows, and tables that already exist that implement ITIL and ITSM standards, but I am not sure if such libraries exist and how to gain access permissions. Has anyone else implemented TBM within the public sector yet? How can we collaborate on the efforts? One pain point is the restrictive nature of the proprietary information associated with TBM: I am unable to get any information on the TBM architecture content as it is tightly controlled as IP (Intellectual Property) by the "TBM Council" as well as Deloitte.

Nonetheless, I am discouraged when I see my colleagues creating ticket categories and sub categories from scratch, and would love to offer them links to tables and workflows that have already been optimized to achieve high SLA's and customer satisfaction, so any guidance will be greatly appreciated. If we end up creating these tables and workflows from scratch, I am sure we will have to seek approval to share the data with others, and I am sure we will seek the approval, with the hope of receiving constructive feedback to help improve the products, but it still feels like we are reinventing the wheel.

My request: access to a Service Now library of ITSM workflows, tables, etc. for incident management? asset management?

Happy Holidays to all,

Woody Fairley

newly assigned SNOW developer in training

[woodyfairley]

Update to my own question (Service Now ITIL taxonomy mappings to TBM taxonomy??)

Technology Business Management (TBM) links:

CIO Council TBM informational page

http://https://www.cio.gov/fed-it-topics/sustainability-transparency/tbm/

CIO Council TBM Community of Practice

http://https://www.cio.gov/technology-business-management-community-of-practice-cop/

ISO/IEC 2000-5:2013 Information Technology Service Management Taxonomy standards

http://https://www.iso.org/obp/ui/#iso:std:60329:en

I will attend the first class (Service Now Fundamentals) in February, in the mean time I am hoping I can contribute to the team by providing references to the categories and subcategories, perhaps other information as well.

Still searching and researching...

Woody

[tahera]

Hi Denwood!

This is really good information you found to start off! Once you attend the fundamentals class you'll surely get access to the SN workflows, tables, etc. for incident management? asset management.   Another thought is to log into developer.servicenow.com site and sign up for a sandbox instance to play with and configure!

Between docs.servicenow.com and the developer sandbox, you'll be well ahead of the game prior to your class starting! Stay in touch and let us know how you are doing!

Tahera

[Rudy Mazariegos]

Woody,

any progress?  how is your effort going?

Rudy

[woodyfairley]

Unfortunately I am focused on meeting a short deadline with a big development effort and I am unable to devote the necessary time and energy into furthering my knowledge with research.

I have learned that TBM is focused primarily on costs and value measurement for projects and programs, whereas ITIL, ITSM, and ITOM are focused primarily on processes/activities and value measurement for projects and programs.

Is this a valid statement? I welcome all dialog on this matter, as I feel we can all benefit from sharing insights into these theoretical explorations just as we help each other by sharing insights into the concrete realm of coding. This is a great community.

Kind Regards,

Woody