FACT SHEET ITSM: CREATING AND OPERATING A SERVICE-FOCUSED IT ORGANIZATION
FACT SHEET
ITSM: CREATING AND OPERATING A
SERVICE-FOCUSED IT ORGANIZATION
MANAGEMENT QUESTIONS
Is my IT organization doing the right things?… the right way?
Are we effectively leveraging industry best practices?
Are we running our internal IT department like a business?
Do my customers see and understand the business value of IT?
I need to align our IT strategy with the business strategy and
become a service-focused organization. How can I do this quickly?
How do I reduce costs without reducing service quality?
Our Approach: ‘Pragmatic Adaptation’ of Industry Best Practices
One size does not fit all. Blindly adopting touted industry best
practices, and expecting a miracle to occur, is not a viable strategy
for IT Service Management (ITSM). Fujitsu has expert practitioners
who understand the myriad of industry best practices (e.g., IT
Infrastructure Library®, COBIT®, ISO/IEC 20000, LEAN, Val IT ™),
and can help you to selectively adopt and adapt them to meet your
business needs. We can work with you to assess your current IT
service delivery and support processes, and develop an outcomebased roadmap for creating a service-focused and value-driven
IT organization. This roadmap shows where you are going (i.e.,
outcomes,) what you need to do to get there (i.e., contributing
initiatives) and how to affordably sustain service quality.
OUR APPROACH
ITIL is a public-domain set of best practices that provides a lifecyclebased approach to the strategy, design, transition, operation and
continual improvement of IT services. As an Accredited Training
Organization (ATO), with practitioners who have both the formal
certifications and real-world experience, Fujitsu does not just show
up and quote from the textbooks. When it comes to the pragmatic
adoption, adaptation, implementation, operation and reengineering
of these best practices, our experts have all been there and done that.
Control Objectives for Information and Related Technology (COBIT)
Pragmatic, fit-for-purpose approach
Organization-specific adaptation of industry best practices
Assessments, training, and value-driven roadmaps
for improving or re-engineering your IT Service
Management processes
Leveraging certified / expert practitioners
I T Infrastructure Library (ITIL )
®
®
COBIT, ISO/IEC 20000, EPMF
We use a number of techniques that combine industry best practices
and the Fujitsu world-class Macroscope methodology:
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IT Infrastructure Library (ITIL)
COBIT is an IT governance and management framework for
information and related technology that starts from stakeholder
needs with regard to the use and control of information technology.
It allows organizations to bridge the gap between control requirements,
technical issues and business risks. Fujitsu experts use COBIT to
help organizations increase the value attained from IT, enabling
alignment between IT and business desired outcomes.
ISO/IEC 20000
ISO/IEC 20000 is the international standard for IT service
management. It promotes the adoption of an integrated process
approach to effectively deliver managed services to meet the business
and customer requirements. By defining the requirements for a
service provider to deliver quality IT services for its customers,
ISO/IEC 20000 can be used by organizations for benchmarking,
assessment and improvement initiatives, as well as for demonstrating
through an official certification their ability to provide
IT services that meet customers’ needs.
http://solutions.us.fujitsu.com/
FACT SHEET ITSM: CREATING AND OPERATING A SERVICE-FOCUSED IT ORGANIZATION
Extended Process Maturity Framework (EPMF)
With the release of ITIL V3 in 2007, the
recommended framework for assessment
the maturity and performance of IT Service
Management processes was expanded to
include additional factors, which can have a
significant impact upon your success. When
completing an assessment of an organization’s
current processes, Fujitsu practitioners will
provide insightful guidance regarding all
aspects of the extended maturity model.
DELIVERING VALUE
The new and improved ITIL framework reflects
a steadfast focus on the delivery of ‘value’ to
Customers. While this was a welcome addition
to the ITIL framework, it is not rocket science.
Almost 10 years prior to the release of ITIL V3,
Fujitsu practitioners authored a book called The
Information Paradox – Realizing the Business
Benefits of Information Technology, which
introduced a number of concepts and techniques
that support and promote this results-oriented
mindset. When assessing an organization’s IT
Service Management processes, and developing
the necessary service / process improvement
programs, Fujitsu practitioners leverage many
of these techniques, like:
The Results Chain™ , that captures the logic
behind an organization’s strategy and identifies
the initiatives that must be undertaken to
realize the desired outcomes / value.
Vendor-neutral guidance regarding the
selection and use of enabling technologies
Pragmatic approach to the adoption and
adaptation of the best practices contained
within the IT Infrastructure Library and
other frameworks.
As an Accredited Training Organization
(ATO), Fujitsu can provide the awareness
or Certification training necessary to build
the necessary knowledge and skills within
your organization
CONCLUSION
Regardless of the stage within the Service Lifecycle,
your organization’s process maturity level, or your
sourcing strategy, Fujitsu practitioners can assist
you with planning, building, or operating your
ITSM environment.
By leveraging Strategic Consulting services,
Tactical Delivery guidance, or Operational
execution, your organization will be provided
with the expertise and pragmatic guidance
necessary to meet the demands of your internal or
external customers. Throughout the engagement,
our practitioners will also provide the training,
coaching, mentoring and skills transfer necessary
for you to grow the necessary skills internally.
FUJITSU AMERICA, INC.
1250 East Arques Avenue
Sunnyvale, CA 94085-3470, U.S.A.
Telephone: 800 831 3183
or 408 746 6000
Web: http://solutions.us.fujitsu.com
Contact Form:
http://solutions.us.fujitsu.com/contact
Fujitsu and the Fujitsu logo are trademarks or registered
trademarks of Fujitsu Limited in the United States and other
countries. Macroscope and Results Chain are trademarks or
registered trademarks of Fujitsu Consulting (Canada) Inc. in the
United States and other countries. IT Infrastructure Library and
ITIL are trademarks or registered trademarks of the Cabinet Office
of the Government of the United Kingdom in the United States and
other countries. COBIT and Val IT are trademarks or registered
trademarks of the Information Systems Audit and Control
Association (ISACA) in the United States and other countries.
All other trademarks and product names are the property
of their respective owners.
The statements provided herein are for informational purposes
only and may be amended or altered by Fujitsu America, Inc.
without notice or liability.
Copyright ©2011 Fujitsu America, Inc.
All rights reserved.
FPC58-3007-01 11/11.
FCI_11.1268
The Four Are’s model, which prompts our
clients to ask themselves some insightful
questions: Are we doing the right things? Are
we doing them the right way? Are we getting
them done well? Are we getting the benefits?
The Benefits Realization approach, introduced
within the Fujitsu publication, has become an
industry standard term that incorporates the
principles of Portfolio Management, Investment
Management, and Value Governance (now
embedded within the Val IT framework for
business technology management).
The Benefits Register, which was a predecessor
of the Service Improvement Register within
the ITIL Continual Service Improvement
publication, contains the metrics (units of
measurement), the targets (specific results /
outcomes to be achieved over time), and
the accountability for realizing the
desired business value.
BENEFITS OF OUR APPROACH
Validated through time across enterprises from
different sizes and in different domains, from
private and public sectors, the Fujitsu approach
has the following benefits, among others:
R
esults-oriented, and value-driven, approach
to the design and implementation
of ITSM processes
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ABOUT FUJITSU AMERICA
Fujitsu America, Inc. is a leading ICT solutions
provider for organizations in the U.S., Canada
and the Caribbean. Fujitsu enables clients to
meet their business objectives through integrated
offerings including consulting, systems integration,
managed services and outsourcing for enterprise
applications, data center and field services
operations, based on server, software, storage and
mobile technologies. Fujitsu provides industryoriented solutions for manufacturing, retail,
healthcare, government, education, financial
services and communications sectors
For more information, please visit:
http://solutions.us.fujitsu.com/.
http://solutions.us.fujitsu.com/