In the second webinar of "𝐓𝐡𝐞 𝐔𝐒𝐌 𝐑𝐞𝐯𝐨𝐥𝐮𝐭𝐢𝐨𝐧" series (https://lnkd.in/gfXbYCdU) on the Unified Service Management method, we received more live questions than we could handle online. Live Question 3 from that webinar was:
"𝐂𝐚𝐧 𝐲𝐨𝐮 𝐮𝐬𝐞 𝐅𝐢𝐭𝐒𝐌 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 𝐞𝐱𝐚𝐦𝐩𝐥𝐞𝐬 𝐭𝐨 𝐜𝐥𝐚𝐫𝐢𝐟𝐲 𝐭𝐡𝐞 𝐔𝐒𝐌 𝐜𝐨𝐧𝐜𝐞𝐩𝐭 𝐨𝐟 '𝐬𝐞𝐫𝐯𝐢𝐜𝐞'?"
The 𝑠ℎ𝑜𝑟𝑡 𝑎𝑛𝑠𝑤𝑒𝑟 to that question would be "USM covers 𝑎𝑛𝑦 combination of practices from 𝑎𝑛𝑦 framework, including FitSM."
The 𝑙𝑜𝑛𝑔𝑒𝑟 𝑎𝑛𝑠𝑤𝑒𝑟 would be this:
First of all, FitSM doesn't specify processes, it specifies 𝑝𝑟𝑎𝑐𝑡𝑖𝑐𝑒𝑠 - and then only a limited number of the popular ITIL practices, to make things simpler. The other practices are ignored.
This enables FitSM to deliver practical guidance for organizations that don't want to go the whole ITIL way and still want to benefit from common best practices.
FitSM doesn't provide a service management system, let alone a service management architecture.
FitSM guidance can, therefore, be supported by the structured USM service management system, just like the guidance from any other practice-based framework can be supported.
FitSM specifies 14 core 'processes' - and then describes each process as a practice that is mostly 𝑖𝑛𝑡𝑒𝑟𝑛𝑎𝑙𝑙𝑦 focused, like it is done in ITIL. E.g. Service availability and continuity management (SACM), Capacity management (CAPM), Information security management (ISM), Configuration management (CONFM) are great examples of internally focused activities that are not customer-facing processes but a set of activities that can be realized through USM's five pure processes. Let's take the popular Information security management (ISM) practice as an example of how USM covers this from a pure process perspective:
* 𝐂𝐨𝐧𝐭𝐫𝐚𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 sets the security clauses of the service agreements.
* 𝐂𝐡𝐚𝐧𝐠𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 covers all changes to security infrastructure.
* 𝐈𝐧𝐜𝐢𝐝𝐞𝐧𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 covers all incidents that are classified as security incidents - in the very same, logical way as all other incidents are handled.
* 𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 covers the daily operations of all security actions and the deployment of all security changes, security incidents, and security improvements.
* 𝐑𝐢𝐬𝐤 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭 covers all security improvements based on reducing security threats and promoting security innovations.
This makes FitSM a useful source of guidance for the practices you may want to apply in your organization, but to make that a sustainable success, you should first deploy the USM management system and hashtagthen apply the guidance from FitSM.
Join us for the third webinar in the 𝐔𝐒𝐌 𝐑𝐞𝐯𝐨𝐥𝐮𝐭𝐢𝐨𝐧 series to learn about Service Management Architecture & System - 17 September - 3-4 pm CEST - Register here: https://ow.ly/pgML50SIUAf