This documentation supports the 9.1 to 9.1 Service Pack 3 version and its patches of BMC Atrium Core. The documentation for version 9.1.04 and its patches is available here.

To view the latest version, select the version from the Product version menu.

Designing a service model

Building a service model can be a daunting task. When you begin the process, it might be helpful to select one critical business process or service, decompose it to identify all aspects of the service, and build a complete service model for that part of your enterprise.

Understanding how the various components of one business service interact helps you construct other pieces of your service model, and helps you understand how services themselves affect each other. For example, you might discover that your payroll service depends on a technical service that provides access to information through the corporate intranet.

The following figure shows an example of a service model with business users, services, and IT structure layers. The lines between the component instances represent impact relationships.

Example of a service model

Consider the following factors in determining how to design a service model:

  • The diversity of IT resources and how they are monitored
  • The location of resources and how the management responsibilities for them are distributed within and among IT groups
  • The relative importance of various resources in the delivery of business services
  • The need for Change Management
  • The maintainability of the service model over time

The service modeling process involves:

  • Defining business goals
  • Decomposing a business service
  • Defining the service model

Recommendations

When designing a service model, consider the following recommendations:

  • Agree on a model blueprint that applies to all service models. The model blueprint acts as a template to the construction of the different service models, and should define a hierarchical organization and the types of configuration items (CIs) that relate to each other. The blueprint should allow some flexibility.
  • Define terms and concepts beforehand. To your organization, what is a business process or an IT component? What are your severity and priority levels and what is the meaning of each? You don't necessarily have to use the ITIL definitions for all these things, but you should have definitions that can guide you and help settle disputes while you design service models.
Was this page helpful? Yes No Submitting... Thank you

Comments