Business Information Management (BIM) aligns the requirements from the business (demands) with the ICT services (supply) provided by the ICT service organization. The demands of the business are aligned with the Business Information Service Library (BISL) standards and the ICT services from the IT service management (ITSM) organization are aligned with the ITIL standards. The future demands (innovations) from the business should be aligned with the future ICT services provided by the IT service management (ITSM) organization.
The business and IT services alignment should be done on the strategic, tactical and operational level. The following processes should be executed to align the business with the ICT department;
1. Quarterly align innovation management with ICT service management department
2. Monthly SLA meeting to review the SLA reports and improve the ICT services
3. Daily support of the business to resolve incidents and implement new functionality
These processes should be supported by an ALM (Application Lifecycle Management) platform (e.g. SAP solution manager) which can support the BISL and ITIL standards. The BISL standards are defined by the BISL foundation. The ITIL standards are owned by AXELOS. The ALM platform can be used to create SLA reports to manage the performance of the provided ICT services.
During the monthly SLA meetings and quarterly BIM meeting additional business requirements or resource requirements can be identified. These new requirements should be evaluated within the portfolio management meeting. The following picture gives a summary of the BIM framework;
|Figure; Business Information Management|
The processes of the BIM framework are;
1. Business demand governance
The BISL standard contains 23 processes which can guide information management within an organization. The business is responsible for the planning, specification, testing and quality assurance of the RFC’s (Request For Change) and the monitoring of the SLA agreements.
• Innovation management
To analyze the future market directions and possible process and technical innovations within the business units and define the impact on the business processes, business model and required ICT services. This is captured within the information plan.
• Monthly SLA management
To manage the SLA’s, to make sure the ICT services have been delivered according to the agreed costs, the quality of the ICT services is improved and the ROI of the RFC’s validated.
• Daily operational support
To manage the day to day issues and KPI’s of the end-users and validate / introduce new RFC’s according the business requirements.
2. IT Service management governance
The ITIL framework contains 26 processes which are required to maintain an ICT environment.
The IT service management organization is responsible for the quality of the ICT service portfolio and quick resolution of the incidents and RFC’s.
• ICT Service management
to translate the business requirements into an ICT service portfolio, capability planning financial planning and operational planning for the coming year.
• ICT Service design & transition
To define the ICT service catalog and manage the SLA agreements and improve the performance of the ICT services. Define the transition planning for new services and ICT suppliers.
• Service operation
To resolve the day to day incidents and implement RFC’s to make sure the SLA agreements are fulfilled.
3. BIM governance processes
Business Information Management aligns the requirements from the business (demands) with the ICT services (supply) from the ICT service organization.
• Business & IT planning
Quarterly align information management with ICT service management.
The impact on the business processes and business model must be agreed and the project portfolio and ICT service catalog must be adjusted when required.
• Business & IT alignment
During the monthly SLA ( Service Level Agreement) meetings the SLA management reports are reviewed and the corrective / proactive measurements and project progress are evaluated.
During the monthly SLA meeting the daily demands of the business units should be aligned with the required capabilities and capacity of the offered ICT services.
• Portfolio preparation
Based on the business and IT alignment meetings the potential projects for the project portfolio can be determined. The potential projects should be specified together with potential suppliers and the impact on the organization (resources and budgets) and current project portfolio should de determined.
• ITSM / ALM platform
The ITSM / ALM platform supports the daily execution of the ICT services (e.g. RFC’s, incident resolution) and generates the SLA reports.
4. BIM governance organization
the BIM framework aligns the BISL and ITIL standards to make sure that the information plan is based on the business strategy and the ICT service management organization is capable to fulfill the demands of the business units.
Once the BIM governance processes are in place, the business participation can be reinforced by an empowered BIM governance manager with measurable accountability who is responsible to monitor the BIM governance processes, procedures, policies, concepts and requirements for the BIM roadmap.
The BIM framework can be used as the basis for an BIM roadmap assessment to improve the BIM governance organization. The BIM framework, BIM governance organization and BIM roadmap are essential for an organization to achieve agile business and ICT alignment.
De VNSG Focusgroep ADM komt op 18 februari samen om te praten over Business Innovation Management binnen een SAP-omgeving. Kijk hier voor meer informatie.
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