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ITSM Data Architecture - A key enabler to successfully deploy and manage ITSM tools

Organizations aspire to comply with the ITIL v3 processes and implement an ITSM tool with holistic deployment of these processes. However, the important piece we need to look is the type of data that flows among the various ITSM processes and how quickly we can capture the specific data elements to achieve the optimum results during tools and processes implementation.

Due to numerous data flows it takes enormous amount of time to identify all the data elements, their integration points and relationships which results in the following impacts:

·         Prolonged duration for ITSM tool implementation

·         Less visibility for IT alignment with Business

·         Ineffective rules for Data validation for various processes

·         Identification of internal and external data relationships

Driven by the customer needs, Infosys has built an 'Integrated ITSM Data Architecture Model' that is strongly positioned to enable faster ITSM tools implementations.

The 'Integrated ITSM Data Architecture Model' is a structured and holistic view to demonstrate the data elements and relationships that need to be built for successful deployment of IT Service Management processes into the respective tools and platforms. It can be used as a guiding reference to manage and govern these entity relationships during the overall ITSM tools development lifecycle. This model has an effective future proofing mechanism which will enable an organization to assess their data requirements based on their existing service management processes.

This Data Model was being created by preparing individual data model for key ITSM processes: Incident, Problem, Change, Release, Service Asset and Configuration, Service Level and Access Management, integrating them all to arrive at the comprehensive Data Model. Each process is identified as an entity and respective attributes are listed in entity column to form a reference point for all other associated entities. The explicit data elements are available as related within the entity relationships among various ITSM processes.

Integrated ITSM Data Architecture Model enables the Application Architects and Process Analysts to analyze the organizational needs in terms of process relationships and the respective data elements that are required and managed throughout the information management lifecycle. The Data architecture model also accelerates the requirements elicitation process and enables faster alignment for the overall requirements. This truly reduces the overall systems requirements analysis time by 15% - 20% and also builds the foundation towards better Data Governance.

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