TM Forum Frameworx & ITIL

Posted by cfaurer on April 23rd, 2014 filed in Frameworx Consulting, Frameworx Training

Ran across a job ad for an IT Process Architect, which got me thinking about how the position related to the TM Forum Frameworx Business Process Framework. Could the job be understood by looking at the business processes related to the identified ITIL groupings? What’s the relationship between TMF Frameworx & ITIL if any?

Here’s the description of the IT Process Architect job:

“The IT Process Architect will be responsible for leveraging ITIL, ITSM and other best practices and process methodologies to design and maintain process architectures for the delivery of IT services. The Process Architect will be the strategic point of contact to make sure defined processes satisfy basic business requirements and are integrated across the IT enterprise. The Process Architect will also be responsible for defining the key KPIs and metrics to measure the effectiveness and performance of processes and use those metrics to drive process improvement efforts. This position serves as an integral resource for the individual process owners across IT. Those process owners final accountability for specific service management processes.”

“This particular position will focus on the IT service operations (RUN) processes that provide the management framework for the day to day IT operations: Event Management, Incident Management, Problem Management and Request Management.”

Let’s start to understand these job requirements by reviewing the definition of  ITIL Service Management, of which there are several:

“A stage in the lifecycle of a service. Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services. Service operation includes the following processes: event management, incident management, request fulfilment, problem management, and access management. Service operation also includes the following functions: service desk, technical management, IT operations management, and application management. Although these processes and functions are associated with service operation, most processes and functions have activities that take place across multiple stages of the service lifecycle. See also operation.” [axelos.com]

“Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where “customers” refer to those individuals who pay for the service and negotiate the SLAs). Service operation, as described in the ITIL Service Operation volume, is the part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc. are considered. The functions include technical management, application management, operations management and service desk as well as, responsibilities for staff engaging in Service Operation.” [Wikipedia]

In the job description 4 ITIL Service Operation process areas where called out specifically; Event Management, Incident Management, Problem Management and Request Management. The Frameworx Business Process Framework includes links to ITIL processes in the Enterprise Management process area as Level 2 processes as shown in the diagram below:

eTOM EM L2s

We see that ITIL Event, Incident and Request Management activities support the overall Enterprise Effectiveness Management goals – “focuses on defining and providing the tools, methodologies and training to ensure that the enterprise processes and activities are managed and run efficiently and effectively.” ITIL Problem Management supports Enterprise Risk Management goals – “The Enterprise Risk Management process grouping focuses on assuring that risks and threats to the enterprise value and/or reputation are identified, and appropriate controls are in place to minimize or eliminate the identified risks.”

Details on the ITIL and Process Framework relationships are well documented by the TM Forum and can be found in the following:

Using the TM Forum Frameworx Business Process Framework & ITIL mappings work we can link the ITIL Service Management processes to the appropriate Assurance and Fulfillment process in the eTOM.

ITIL Service Operation Mappings

Looking at the ITIL Service Operation guidance and the highly correlated Business Process Framework L2 and L3 processes provides a footprint onto the affected areas of the enterprise service operations from a Frameworx perspective. Event, Incident and Problem Management primarily impacts Assurance activities with emphasis on the CRM, SM&O and RM&O areas. Request Fulfillment is more focused on Fulfillment with emphasis on the CRM and S/P Relationship Management areas.

eTOM-L1

So, what “specific service management processes” does this job need to focus on in support of the “management framework for the day to day IT operations?” Below is a more detailed view on the Event, Incident, Problem and Request Fulfillment guidance from ITIL for ITSM:

ITIL Service Operation Tree

The mapping from the ITIL process guidance to the Business Process Framework L3 processes is shown below for each of the 4 Service Operation areas of focus:

ITIL Event Management to Frameworx eTOM Level 3 mapping

Event Management to L3 Mapping

ITIL Incident Management to Frameworx eTOM Level 3 mapping

Incident Management to L3 Mapping

ITIL Problem Management to Frameworx eTOM Level 3 mapping

Problem Management to L3 Mapping

ITIL Request Fulfillment Management to Frameworx eTOM Level 3 mapping

Request Fulfillment Management to L3 Mapping

A logical next step would be to detail the business process flows at L2 down to L4 from the Frameworx Business Process perspective and include the detailed guidance from ITIL.

If you have an interest in seeing the work we’ve done with such detailed process flows let us know 


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