How ITIL Service Management saves Europe from the recession October 1, 2009
Posted by ivankamenken in itil, itsm.Tags: customer service, IT Service Management, customer, itsm, service management, money, SLA, recession
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After spending many years in the ITSM / ITIL space I notice that everything in time becomes a best practice, good practice or bad practice example of IT Service Management.
This week’s example has to do with Demand Management, Service Level Management and Financial Management.
The scenario is like this: I traveled from Australia (where I live) to The Netherlands (where my family lives) for a short family holiday.
As part of being in The Netherlands I wanted to do some shopping (no need to analyse my PBA’s to figure that one out!). And I did go to the shops:
1) Shop nr. one – doesn’t accept credit cards at all (what the?! All I have is a credit card, what do I do now?)
2) Shop nr. two – DOES accept credit cards, but only when you have a pincode to go with it (??? yes, I am sure the bank sent me a pin number but I never use it in Australia so I completely forgot it…)
So far the holiday has been very cheap for me.. I WANT to spent money… I HAVE the money to spend and I know exactly what I want to spend it on… but I can’t spend it!
As a client I know what I want – the demand is there. And the demand management process has analysed my PBA … the appropriate shops are available for me to purchase the products and services that I want. What is missing is the combination between Financial Management and Service Level Management. I was not aware of the agreed service levels prior to me going to The Netherlands. And as a result I am an unhappy customer who feels ill-prepared, not able to receive the service levels that I want.
As IT organizations we can learn from this:
- Communicate our Services and Service Levels
- Understand what your customer wants and how they want the whole customer experience to happen.
- Make it as easy as possible for our customers to pay for our products and services (now that I can only pay cash, I definitely spend less)
- If you can’t offer the complete experience – communicate this very clearly to your clients.
To top it all off…
Yesterday I came prepared to the train station… I had a 50 euro bill to pay for my train ticket! Very proud moment, I felt extremely empowered. Went to the ticket machine and made it all the way through to the payment point where the machine asked me to enter 24 euro worth of COINS in the slot as the only available means of payment!
sigh…
How ITIL Service Management can help the government February 26, 2009
Posted by ivankamenken in itil, itsm.Tags: customer, customer service, expectation, IT, IT Service Management, itil, itsm, management, service management, SLA, the art of service
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As a self-confessed IT Service Management advocate – I see the usability of IT Service Management and the ITIL framework in every single thing… in every day experiences I see how ITIL Service Management would be able to help. Pretty sad, don’t you think? There is just so much to improve, and so many areas in our life that can be improved on.. and most of the principles of ITIL Service Management are generic and universal enough to be applicable to many industries and processes.
For example:
Last Sunday I arrived in Indonesia to do meet with a client. The trip went as you would expect (and I consider myself a fairly experienced traveler by now…). Until the moment I got off the plane in Indonesia… Let me tell you what I expected, in comparison to what actually happened.
My expectations:
I usually have an electronic ticket and on this document it says whether you need a visa for the country or not. When I get off the plane in a country, I have my passport, entry document and baggage tag with me in my hand. I walk to the immigration desk, show my passport, they put a stamp in it and I continue my journey to pick up my bags. Most of the time I am pretty tired of the long plane trip (the joys of living in Australia!) and I am just glad to get to a taxi to take me to the hotel…
My reality:
In this case I didn’t have any indication that I needed a Visa and when I walked out of the plane I ignored the big yellow sign that says “visa on arrival” .. after all: nobody told me that I needed to have one, right?!
Wrong… when I got to the immigration booth, a very cranky immigration officer pointed out that I didn’t have a visa and that I needed to go upstairs to get one (why did I get the idea that this wasn’t the first time somebody had to be sent back?!).
So I went back… stood in line at the visa desk, only to be told by the person that I need to go to the BANK first to pay for the visa. Oh – OK… so I stood in line at the BANK to pay for the visa. When it was finally my turn, I gave them my credit card to pay for the visa… WRONG! The boy pointed at the sign that said “CASH ONLY”.. I mean, who has cash when you just arrive in a country? Lucky for me they accept Australian Dollars (and it was only twice as expensive) and I paid for my visa.
Back in the other line to get the sticker and back to the immigration person who now let me into the country.
By the time I had all this done, all the baggage was taken OFF the caroussel and placed in a separate area somewhere, which nearly gave me a heart attack as I thought that my bags had gone missing!
OK – how could ITIL Service Management help in this situation? Easy – by management of expectations! We all know that Service Level Management in particular aims at setting realistic expectations. Would the activities have changed by me knowing in advance what needed to be done? NO – but I would have known what to expect and it would probably have saved me some time and definitely aggravation! Same is true for our clients and end users. We have a Service Catalogue that is accurate and up to date, Customers can choose from the Business Service Catalogue and we negotiate an SLA that is realistic and only contains service levels that we can guarantee and measure. Mistakes are still made, IT systems still fail every now and then… but the customer’s expectations are at a realistic level. In addition to this we communicate with our clients about our expectations and actual achievements. We keep the finger on the pulse and our clients are never in the dark. They know what to expect, and receive what they anticipated… People are creatures of habit, and in general people want to know in advance what will happen, what they can expect and what impact it will have on them!
People behave the same whether they operation within the IT industry or outside of it… ITIL Service Management helps us to manage people’s expectations and create a positive service experience! If only the government of Indonesia had attended some of The Art of Service’s educational programs…. 
The secret of ITIL Service Level Management is… manipulation! February 25, 2009
Posted by ivankamenken in itil, itsm.Tags: business, capacity management, customer, Demand, IT, IT Service Management, itil, management, service management, SLA
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No, it’s not a bad thing to compare ITIL Service Level Management to manipulation! Basically, what I mean to say is that we as IT professionals know what we want to do and NEED to do to support the business goals and through Service Level Management we make sure we offer our clients and customers options in such a way that they choose what is best for the company and therefore exactly what we wanted!
In my books that is manipulation! Let me explain how I think it works:
- The Service Level Manager needs to figure out what the business needs in relation to IT Support and IT services. The information is collected through discussions with the customers, Business Relationship managers and Demand Manager. Based on this information an analysis is done on the future trends for the business and how IT can best support these needs and desires.
- Based on this analysis we develop a service offering, ideally with a number of options for the client. Through technical and financial restrictions we can make some choices more interesting than others. Because we as IT professionals know exactly how this service interacts with the other services and what the corporate consequences are of certain choices. We therefore design a service package that presents the options in such a way that the customer chooses the option which is best for the organization (and easiest and most cost effective for us to manage and support)
without an accurate and up-to-date Service Catalogue, supported by a Configuration Management Database and the strong interaction between Demand Management, Capacity Management and Service Level Management we wouldn’t be able to do this… But now we can!
And trust me… manipulation can be used for good causes as well! It is the secret weapon of ITIL Service Level Management, and it helps to have all our customers working together towards the overall corporate goal.
SLAs come with a process attached, says ITIL Service Management February 24, 2009
Posted by ivankamenken in itil, itsm.Tags: IT Service Management, itil, service, service management, SLA, success
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When you start looking at the reason why many SLAs fail to deliver upon their expectations, you often see that the Service Level Management process hasn’t been implemented at the same time…
This week I have been teaching a workshop on Service Level Agreements in Indonesia. An amazing experience, as it is always fantastic to see the journey that people go through during these two days. Initially the focus is purely on the document; the Service Level Agreement. But by the end of day 1 people start to realize that you need to go through the whole PLAN – DO – CHECK – ACT cycle to have a complete picture.
In the past few days we answered the following questions:
- Q – How can you create SLAs when you don’t have the services written down in a Service Catalogue?
A – You can’t really as you have no idea what the service looks like, and what it is that you can offer, at what levels. - Q – Why should we concern our-self with a Service Level Management process?
A- Because this process will safeguard the accuracy of Service Descriptions, map them against business Service Level Requirements and identify OLAs and UCs that are required to support the agreed Service Levels - Q – where do you start? At the SLA or with the OLA?
A – This depends where you are at the moment! When you currently have SLAs in place, but they don’t work properly – investigate where the gaps are and improve those part of the process. When you don’t have anything at the moment, start with the Service Catalogue and the OLA levels that aggregate up to SLA levels.
It was lovely to see so many excitement for Service Level Management, especially as it gives them tools to set the expectations with the clients, give service guarantees that can be met and tools to measure and monitor what is going on.
It doesn’t stop here though! Each student created an action plan with tangible action items that they will be accountable for in the next 3 months.. Can’t wait to follow up with them in 2.5 months to see what the achievements are!
We’ve done the planning phase… time for some DO-ing!
ITIL Information Security Management – the facebook way February 17, 2009
Posted by ivankamenken in cloud computing, itil, itsm.Tags: CIA, facebook, IT Service Management, itil, SaaS, security, Security Management, service management, SLA
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When I teach my students about the ITIL process of Information security Management the biggest concept to teach is the acronym CIA:
Confidentiality
Integrity
Availability
of data and associated systems, service assets etc.
What we discuss is that information has to be dealt with in a very cautious manner as there are a lot of potential legal implications when you don’t manage this correctly. Think about breaching of privacy laws and regulations for instance. This goes to the extend of sample data for test scripts: are you allowed to take a sample from the production database, or do you need to create a fictional sample due to the sensitivity of the information?
In order to manage this properly, you need to discuss with the Customers what their service level needs and requirements are and based on this, come up with a security baseline. A minimum level of security that will guarantee the levels of CIA required to deliver the IT Services to our clients as per the agreed service levels.
With this in the back of my mind I am just amazed with the stunt that Facebook pulled last week:
- As per the 4th of February 2009 they changed their Terms of Service (read SLA) without notifying the users in advance… (strike 1)
- The new TOS stipulates that ALL content placed on facebook, including – but not limited to- photos are owned by Facebook. This includes information that are contained in (backups of) closed accounts (strike 2)
AND - Facebook retains the right to do whatever they want with this material. Including – but not limited to – using your image AND name as part of advertising campaigns (strike 3)
So basically, Facebook is doing everything wrong when you compare it to the formal ITIL Framework of good IT Service practices. Availability of content is not just about having it available, it is just as much about keeping certain information UNavailable. You should only be able to get to the information on a ‘need to know’ basis.
Also, what Facebook is doing is playing straight into the cards of everybody who is opposed to Cloud Computing practises. You can just wait for the blogs to appear with titles like: “I told you so, cloud computing is NOT secure”.. A great opportunity for better value for money in the form of Software as a Service, Platform as a Service, Hosted Services and other cloud computing related service offerings has now been compromized.
Companies who are ethical and have a high level of integrity and who WANT to offer cloud computing services to its clients will have a more difficult sales job to do because of the stunt that Facebook pulled this month. Because: “When Facebook can do something like this, what to say that you are not?!”
So what can we do about this? well.. nothing really: it’s a case of ’too little too late’ as information on Facebook’s databases and backups can still be used at random. Even when you close your account and delete your information, it may still be available on backups.
Why do I care?
That was a question I asked myself this morning when I read a waterfall of twitter entries about the updated Facebook Terms of Services. Initially, I didn’t think much of it as I work on the principle that everything I put on the internet will end up somewhere and nothing is really private anyway.
But I drew the line when I read the sentence that I made bold in the license paragraph taken from the Terms of Service:
Licenses
You are solely responsible for the User Content that you Post on or through the Facebook Service. You hereby grant Facebook an irrevocable, perpetual, non-exclusive, transferable, fully paid, worldwide license (with the right to sublicense) to (a) use, copy, publish, stream, store, retain, publicly perform or display, transmit, scan, reformat, modify, edit, frame, translate, excerpt, adapt, create derivative works and distribute (through multiple tiers), any User Content you (i) Post on or in connection with the Facebook Service or the promotion thereof subject only to your privacy settings or (ii) enable a user to Post, including by offering a Share Link on your website and (b) to use your name, likeness and image for any purpose, including commercial or advertising, each of (a) and (b) on or in connection with the Facebook Service or the promotion thereof. You represent and warrant that you have all rights and permissions to grant the foregoing licenses.
I do not wish for my face, name and other personal information to be used for a marketing campaign or commercial or advertising without my explicit approval. I mean: the chance of this actually happening is minuscule but still….. this is where I draw the line.
I just don’t know what to do, apart from removing all photos and lay low for a few years to let this blow over… maybe they use annual incremental backups so with a bit of luck I will be safe in about 18 months or so…
ITIL Service Strategy: Demand Management, and the top 4 resistance you can expect during implementation January 25, 2009
Posted by ivankamenken in itil, itsm.Tags: business, capacity, Demand, IT Service Management, itil, ITIL expert, ITIL V3, itsm, management, project, service management, SLA, the art of service
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Every process that you implement into the organization, will initiate some form of resistance. A large component of your project planning should revolve around communication, education and awareness. It is through these activities that people in the IT organization AND in the business units start to understand what Demand Management is trying to achieve.
It may take anywhere between 6 months and 2 years before people start to actively believe and evangelize about the benefits of Demand Management, keep that in mind!
Some potential reasons for resistance are listed below:
- Difficulty to produce a service before the demand materializes.
Developing products and keeping them in stock is easy: as long as you have a manufacturing process and the warehouse to store it. With services this might be more difficult. For services you not only need physical assets, but also the capabilities of Human assets. In order to prepare for the delivery of a service you need to train, up skill or employ people with the desired skillset. When the demand is not there yet, these people might feel frustrated because they can’t do the job that they were promised. - Aligning Capacity Production cycles to PBA (Patterns of Business Activity).
This is also a potential area for resistance as the Business processes might be fluctuating more than initially expected. With the help of Demand Management you spend a lot of effort in aligning the Production cycles to (what you think is) the PBA, but all of a sudden the business activities change. This also may lead to frustration of staff members and you will hear the catch phrase “I told you so… this new process doesn’t work!”
- Customer resistance to Demand restrictions
Potential resistance doesn’t only come from within the IT organization, but you can also expect some to come from the business side. Especially since most of the communication around demand and business activities has been between the Business Relationship Manager and the Customer…. Most end-users won’t necessarily have been involved in this process but they will be affected by the potential demand restrictions that are a result of these discussions. This form of resistance can be managed by strong communication messages to all stakeholders, including end-users. - Loss of business growth due to too many restrictions
One of the possible challenges that you may face is that the Demand Manager will be a bit ‘too enthusiastic’ about the way the process is implemented. The process and associated controls go from one extreme to the other (being from no formal demand restrictions at all to too many restrictions). The pendulum needs to swing to a happy medium where the business is supported in its growth strategies by appropriate demand restrictions and controls. This issue won’t happen as clearly when the Service Level Packages are clearly aligned with the desired business outcomes.
Does ITIL still cover all Service Management aspects when you utilize Cloud Computing? January 22, 2009
Posted by ivankamenken in cloud computing, itil, itsm.Tags: capacity, capacity management, cloud computing, IT Service Management, itil, ITIL V3, ITIL V4, SaaS, service management, SLA, the art of service, virtualization
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This week I have been engaged in an email discussion on the subject of the limits of ITIL when it is used in a cloud computing environment. Should there be an extension to ITIL specific for Cloud Computing environments? (hey – idea, just thought of this.. we could call this ITIL V3.1 or ITIL V4… just kidding!).
Following is the summary of some of the emails we exchanged as I thought that it might give some food for thought for other people who work in this space.
The question: where does ITIL fall short in a Cloud Computing environment?
My initial response is: no-where… but let me think about this a bit more
This is an interesting question as it links in to two (and probably more) factors:
- Do you see ITIL as an operational framework, or as a component of IT Service Management as a whole
- Do you see cloud computing as a collection of various internet / virtual based IT services?
Cloud computing is more than only desktop or server virtualization although most organisations are working with Cloud Computing concepts in this context. Cloud computing is also Software as a Service, Platform as a Service and Storage as a Service, as well as Web based (hosted) database and application services.
When you continue on this train of thought, you can also think about WHERE the ITIL framework is being utilized: at the delivery side of cloud computing services, or at the receiving side of cloud computing services?
OK –first scenario: Let’s assume that we are part of an IT organisation that DELIVERS Cloud Computing Services (and SaaS in particular). Which areas of ITIL are not coherent with this delivery model? Myanswer is easy: NONE.
All components of ITIL are of interest and importance as the SaaS is a service delivery to external customers so you need to consider all phases in the lifecycle from Strategy to Operation and CSI.
You will need to have controls and management structures in place to build a sustainable IT infrastructure that has the ability to deliver the Software Services as per the agreed Service Levels. You probably need MORE controls because you always have the unknown factor of the ISP or internet connection to deal with.
Second scenario: Virtual server environment as part of a data centre that utilizes ITIL processes for Service Management controls. The ‘boxes’ still have to fit in with the overall service offering, you still need to manage their entire lifecycle. Capacity management and Configuration Management are extremely important as automated sniffing tools might have some issues with an accurate overview of the Configuration Items.
I fully agree with the fact that is only the process component of IT Service Management, and there is a whole lot more to managing your IT Services in a consistent and quality way than to simply look at the ITIL books.
In fact – most ITIL implementations fail to deliver any value and measurable benefits because of the isolated focus on ITIL and not ITIL in the context of IT Service Management.
So we absolutely agree on that point!
I have attached the first few pages of one of our Cloud Computing publications – it might inspire you!
ITIL is by no means the holy grail to fix all problems within the IT industry, but the point that I was trying to make is that it shouldn’t make a difference how and where you get your service components – the delivery management controls should stay the same!
Mind you – I am not looking at this from a technical point of view.. I agree that at a technical level a lot of the activities will be (slightly) different, but when you approach this question from a Service Management point of view it stays very much the same.
Even the RACI diagrams for most roles will be unaffected by the introduction of cloud computing services.
______________________________________ end of email _____________________
One of the reasons why I feel so strongly about the need for ITIL Service Management processes with appropriate levels of control and coordination is because I have been at the receiving end of a SaaS service provider who clearly didn’t have those controls. And I can tell you from personal experience that this is highly frustrating!
I am sure I will be writing about this more often…
ITIL Service Management – or how to deal with customers who say: “I want – I want – I want…” January 12, 2009
Posted by ivankamenken in business, itil, itsm.Tags: business, IT Service Management, itil, service, service management, SLA, SLM, the art of service
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I had a brain wave yesterday… (!) All of a sudden it dawned on me that a ‘want’ is not the same as a ‘need’… It is quite OK to have ‘wants’ as long as you understand that you can easily live without any of them. (Although a friend of mine commented that ‘wants’ are really ‘needs’ at some level, which I thought was really funny!)
So what does this mean for Service Level Management?
Well, we all know that we need to discuss with our customers what their needs are and when you read the ITIL books there is a differentiation between stated needs and natural needs. Needs are important when we discuss the Services and Service Levels with our customers. When we discuss new services with the customer we need to find out the Needs and needs levels, in other words: Service Requirements, of the customer for this service. But, if Service Requirements Statements are about the customer’s needs, then why do we so often end up debating the customers ‘wants’?
Do you really NEED 100% availability of your email capability? Or is that a WANT?
How critical is this IT Service for the continuity of your business processes?
For some clients the answer to this question is: “It is 100% mission critical. All our business processes start with an email”. Well, in that case you talk about a NEED. But I’d like to argue that in most cases email capability is a WANT and not so much a NEED. We can still sell without email… we can send faxes or, hang on – this is a novel idea: call people on the phone and meet them in person!! (Yes, again – not possible for some organizations, but very true for most…)
Don’t get me wrong… I have nothing against WANTS. After all, I am a girl who loves to shop 
But it has to be clear to both IT supplier and customer that we are discussing WANTS and not NEEDS, and that additional WANTS have a pricetag. Especially when it interacts with the mission critical services and systems.
Maybe we could re-write the ITIL books! Rather than talking about a business Service Catalogue and a Technical Service Catalogue, we need to develop a NEEDS catalogue and a WANTS/ Nice to have’s Catalogue.
Do you think that would make it easier for the average Service Catalogue Manager and Service Level Manager out there??
itSMF Asia Summit – ITIL, ITSM, trends and lessons learnt October 15, 2008
Posted by ivankamenken in itil.Tags: business, change, customer, IT, itil, itsm, itsmf, ROI, SLA, technology
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It’s 6am here and I am sitting in my hotel room trying to summarize 2 days of ITsmF Asia Summit. What do you learn when you attend a summit like this? Even after almost 15 years in the industry? Well – as it turns out, quite a lot! (although not everything has to do with the subject matter on hand!)
First of all I’d like to ask where everybody was! According to Umar Chandran (the president of itSMF Singapore) the chapter has 285 members and as this was the ASIA summit you’d expect chapter members from Malaysia, Thailand, China, Taiwan, Japan, Philippines, Indonesia, India to attend. That’s a LARGE slice of the globe! And you know what? there were 88 delegates (136 when you include all vendors and speakers). 88! Where is the rest?!! You can’t tell me that all the other members in the industry don’t have the need to be educated…. very interesting! (to me at least)
- The presentations:
Must admit that there were some amazing presentations but the delivery style was sometimes less than desirable. Again, it’s not WHAT you have to say but HOW you say it. If you want to get your message across tell stories, be prepared and engage with the audience, don’t read your texty long listed bullet-pointed slides but have visuals and be the value add to the presentations.
Rob Stout (CA) knows how to do this – he is a very engaging speaker and lovely to listen to! Sharon Taylor also knows how to do this and probably practiced practiced and practiced her talk 5 million times by now! But the delivery is still as if it is the first time ever she tells this story and that is very good! - ITIL vs. ITSM
Most of the presentations were very basic from a content point of view. Mr. Puranachoti from the Stock Exchange of Thailand gave an overview of IT Service Continuity Management and how they applied it in their data centres. The keynote speakers on day one were very clear on the need to align the IT operations with the business and that without this link you will have a very hard time getting your business case approved (Laura Knapp’s keynote) and spend too much time trying to explain why certain decisions were made (Eric Lauzon’s keynote). - The itSMF Asia members survey
It was very interesting to see the results of the Asia members survey. 155 people responded so it’s a very elite cross section of the Asian market. My biggest suprise was the fact that 17 people said they fully implemented ISO/IEC 20000. That is almost 11% And on top of that 9 people said they had projects in progress. WOW.
The other suprise was the project benefits: the top 3 of benefits of implementing IT Service Management and ITIL are:
a) improved customer satisfaction
b) Service Delivery as per the agreed Service Levels
c) improved management of change requests.
Reduction in IT cost was pretty much the last one in the list…. - Business users are friends… not food!
Sonia Chorng-Der Shyr had a great example on how they used the most disgruntled end-users, the ones who complain the most about IT services and have turned them into IT Pals. The IT Pals are asked to provide input into functional specifications and are also part of end-user testing. When they are satisfied, chances are that the rest of the user community agree as well!
Brilliant move if you ask me! - Speaking of food…. the lunches were AMAZING!
When you love light lunches with only 1 or 2 choices… you were clearly in te wrong place! The buffet style lunch was amazing… I probably put on 2 kilos in the past 2 days!
So – what did I miss?
- The Party!
itSMF conferences are renowned for their social events. This time there was only a cocktail networking event… maybe it’s a cultural difference? Maybe people in Asia don’t like to party? (although I find that hard to believe…. I watch discovery channel….. ha ha!)
- The ‘meat’ in the presentations
Most presentations touched on the surface of IT Service Management with ITIL… Maybe this happened because the presentations were approx. 30 minutes each? It gives enough time to give people an overview of what you have been doing, but not enough time to get into the lessons learnt and what the delegates can take away from this.
- The exhibitors.
There were only 8 companies in the exhibition hall… maybe this is due to the fact that Terrapin organizes the entire conference and that the overhead makes sponsorship and exhibition at the summit too expensive? (after all for 2 days we’ve been talking on ROI!) I couldn’t see a clear ROI for any of the exhibitors to be honest… shame…
Anyway, that were a few of my initial thoughts on the conference. No doubt more stuff will trickle through in the coming days and weeks.
Now, I’m off to the airport on my way back to the office!
Service Level Management for cloud computing September 22, 2008
Posted by ivankamenken in cloud computing.Tags: business, cloud computing, itil, itsm, service, SLA, the art of service
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To continue on the subject of Cloud Computing and ITSM, I started thinking about Service Level Management. What effect does Cloud computing (potentially) have on the process of Service Level Management? Do you still need SLM when you utilize services from the cloud? How important is SLM when you have external storage or processing services??
Assume you have Service Level Management implemented in your organisation – you probably have the following:
- You have a Service Requirement Document (created by the customer) as input into your Service Pipeline
- You have a Service Catalogue which covers ALL current services in life operational use (including some services in transition)
- You have Service Level Agreements for each Service in the Service Catalogue
- You have a Service Level Manager who manages and organises the Service Level management Process
- You have a Service Catalogue Manager who is accountable for the creation and maintenance of the Service Catalogue (can be the same person who does the SLM manager role…)
- you have a system to monitor and measure the achievements of the IT organisation in relation to the guarantees that were given in the SLAs
- you have a regular review meeting with the clients to update them on the Service Level achievements and to listen to what is happening at the business side (input into demand management and Continual Service Improvement processes)
- Service Catalogue (especially the technical catalogue)
- The Security Chapter in the Service Level Agreement (as security issues become a lot more visible as part of the delivery is outside of the organisation)
