The business reference to ITSM has an overall subject matter of why the business has the services that it does, in the form and availability that they have.

The business perspective on IT Service Management is generated primarily from a demand-based point-of-view. This is because the fundamental requirement of the business Client is to use IT-based services, not to make them. In the role of service user, the top issue is to identify the key factors and flavors of business change, while the ability to obtain and leverage service is derived from the objectives of managing the services. Unless the objectives are aligned to the business factors, there is no reason to expect significant levels of benefits from the service.

The reference framework here identifies essential actions of the business that are the appropriate direct business influence on the management of the service. All of the business actions represent decisions that may retain the status quo or change it. The sensitivity to the level and scope of change is often arbitrarily limited or disorganized, creating complications between the service user and service provider. However, the default situation is that the business is the customer and is always responsive to a need for change, while the provider is always a replaceable option at some level of risk and convenience. Overall, the business needs an organized way to refer to its intent to influence the service impacts.

In general, the business has three groups of demand-side influence.

  • An environment of guidance is established. (Leadership / Strategy / Best Prractices)
  • Services and their lifecycle are built and managed. (Production / Operation)
  • The means of production are chosen and applied. (Processes / Tools)

The management of the service, from the business POV, also falls into three general areas.

  • Design service. (Transform / Plan)
  • Provide service. (Implement / Run)
  • Align service. (Optimize)