The key question to be answered in the Service Alignment Management Review is whether the services are providing expected business value and, if not, what needs to change in service management or in business processes that use the services. The review presents the opportunity to identify barriers that decrease alignment or inhibit innovation to the degree that business value is negatively affected; it also lets decision makers identify other opportunities to innovate and improve services. Key Terms Table 4 defines key terms used in this management review. Table 4. Key Terms Term Definition Benefit A process that identifies the benefits of a service—their definition, management monitoring, and realization as a result of a business change. This process ensures that a business change achieves its desired outcomes, such as cost reduction or improved performance. Demand The process of aligning an supply of resources to organization’s management meet service demands forecasted by the business. For example, shifting servers from one service to another as business priorities change. Term Definition Alignment A state that occurs when the technical and business goals and strategies of the service organization match the goals and strategies of the overall business. IT service strategy The plan that aligns an policies, and organization’s objectives, procedures into a cohesive approach to deliver services that support business strategy. Service catalog A comprehensive list of services, including priorities of the business and corresponding SLAs. Service level A written agreement documenting the required levels of service. agreement (SLA) The SLA is agreed on by the service provider and the business, or by the service provider and a third-party provider. SLAs should list the metrics and measures that both sides use to define success. Service level The process of defining and managing performance through management monitoring, reporting, and reviewing the required, agreed-upon level of service. Value realization The identification of target benefits, their definition, monitoring, and realization as a result of a business change. If You Are New to Service Alignment The Service Alignment Management Review focuses on the impact of services to the business. If service alignment is a new role for you, the following activities will help orient you to this task: Identify the key contributors and decision makers in services and users of services within the business.
The key question to be answered in the Service Alignment Management Review is whether the services are providing expected business value and, if not, what needs to change in service management or in business processes that use the services. The review presents the opportunity to identify barriers that decrease alignment or inhibit innovation to the degree that business value is negatively affected; it also lets decision makers identify other opportunities to innovate and improve services. Key Terms Table 4 defines key terms used in this management review. Table 4. Key Terms Term Definition Benefit management A process that identifies the benefits of a service—their definition, monitoring, and realization as a result of a business change. This process ensures that a business change achieves its desired outcomes, such as cost reduction or improved performance. Demand management The process of aligning an organization’s supply of resources to meet service demands forecasted by the business. For example, shifting servers from one service to another as business priorities change. Term Definition Alignment A state that occurs when the technical and business goals and strategies of the service organization match the goals and strategies of the overall business. IT service strategy The plan that aligns an organization’s objectives, policies, and procedures into a cohesive approach to deliver services that support business strategy. Service catalog A comprehensive list of services, including priorities of the business and corresponding SLAs. Service level agreement (SLA) A written agreement documenting the required levels of service. The SLA is agreed on by the service provider and the business, or by the service provider and a third-party provider. SLAs should list the metrics and measures that both sides use to define success. Service level management The process of defining and managing performance through monitoring, reporting, and reviewing the required, agreed-upon level of service. Value realization The identification of target benefits, their definition, monitoring, and realization as a result of a business change. If You Are New to Service Alignment The Service Alignment Management Review focuses on the impact of services to the business. If service alignment is a new role for you, the following activities will help orient you to this task: Identify the key contributors and decision makers in services and users of services within the business.