IT System - Definition
Version 7,
changed by
sylvietrudeau.
05/22/2007.
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| Featured: |
Yes |
| Title: |
IT System - Definition |
| Category: |
Definitions |
| Author: |
mhamilton11 |
| Date Posted: |
02/13/2007
09:07AM |
| Introduction: |
ITIL suggests that the first step in implementing service level management is the development of a comprehensive Service Catalog where services are defined and documented in relationship to their true ability of being delivered with a reasonable level of consistency. Depending upon the audience and usage, the scope and content of the Service Catalog can vary. This article proposes a definition for the use of the term "IT System."
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| Article: |
An IT System is a collection of resources and configuration items or assets that are necessary to deliver an IT Service. An IT System is the complete composite of IT components from various domains which when brought together in a relationship represent a value added technology solution. Examples include local area networks or application systems such as an Enterprise Resource Planning. In the case of applications, the relevant IT System is not the application as a stand alone element, but rather is the collection of all of the components which together build the complete solution or system (e.g. application software, databases, servers and middleware, etc.). An IT System is sometimes referred to as a Technology Solution |
| Rating: |
Not Rated (0 Ratings Total)
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smcd said, 02/23/2007:
This is an interesting and compelling definition. It is fundamentally similar to the notion of "Service Component Mapping" in "Service Level Management for Enterprise Networks" by Lundy Lewis back in the latter days of our last centruy. In my opinion, what is most compelling about such models is they allow one to identify cascading service delivery failures by identifying the technology component(s) (of any technology type, be it application software, database, cabling, switching, routing, dns, desktop, server, middleware, etc.) that failed or are showing degraded performance. To the degree that the problematic component is part of a shared infrastructure ("network" as a "system" being a paradigmatic example here since few services are deployed on wholly independent networks, usually sharing bandwith with other services instead), one can theoretically identify impacts to all services using that component system very quickly and easily.
Ultimately, this indicates a central axiom of Service Management that has gone largely unexpressed in the literature but is a key for automated metrics collection, analysis and reporting (i.e. business intelligence and inter-communication). I like to express it thusly: "service is available to the degree its enabling component systems are available." This axiom can be extended to performance, capacity and most other relevant IT metrics: "service 'works' to the degree its enabling component systems 'work' as specified and designed." By extension, this means one can infer service delivery problems by identifying issues within the component "systems" -- even before anyone has called to complain about a service disruption.
This also forms an important language bridge between IT Management and Business Management. IT personnel routinely speak in terms of "systems" rather than the "services" perceived by Business personnel. This model, however, provides translatabiliy by relating the notion of system squarely to the notion of service. And while I hope no one still believes IT personnel can continue speaking exclusively in terms of "systems", talking about systems in their entirety as mhamilton11 has done here -- and as integral parts in the service delivery model -- takes IT to the brink of having "service" on their lips when discussing these details with Business personnel (who will be just one step removed from discussing "systems" in terms meaningful to IT).
But shouldn't we take it just one step further ... shouldn't the "IT System" extend to include all of the "agent resources" deployed in support of a service? Conceptually, the operators, technicians and other agents are also important elements of a system -- though, perhaps, we're just getting too close to Norbert Wiener's notion of cybernetics by extending the notion of an IT System to one which includes "control and communication in the animal AND the machine".
Nice work, mhamilton11.
s