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

[Andrew Payze]

Hi Woody,

We are working on how to implement TBM.  We are working on TBM being related to PPM module (demands, programs, projects).  

We are working on two solutions

1. Adding fields to the Demand table

2. Building a scoped application (Technically the preferred way).

In principle we are associating the lowest level of TBM to a demand and/or project and then using reports to produce the $ at the different TBM level.  We are still in the requirements/prototyping to ensure we cover everything

Andrew

[Andrew Payze]

All,

New York, has a new feature within Service Portfolio Management, call Taxonomy Nodes.  We have set-up TBM 4 levels within this module, where the 5th level is the Business Service which is linked to the Incident, Change, project etc.

Regards

Andrew