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1、TheHPITServiceManagementReferenceModelWhitePaperBusiness-ITAlignmentOperationsBridgeServiceDeliveryAssuranceServiceDesign&ManagementServiceDevelopment&DeploymentPeople+Process+TechnologyJanuary2000ITSMReferenceModelWhitePaperVersion2.0AcknowledgementsThedevelopmentoftheHewlett-P
2、ackardITServiceManagementReferenceModelwasanaggressiveteameffort,involvingmanypeoplefromdifferentHPentitiesandcountriesduringtheproject,toomanytomentioneachandeveryonehere.Yet,certaincontributorsprovidedsuchvaluethattheymustbementionedbyname.ItiswithgreatpridethatIcallthemmypeer
3、s.Specialthanksto:YvonneBentleyandDoreneMatney.Additionalkeycontributorswere:BertVanBarneveld,PaulHam,ColinHenderson,PeterKane,JoeKouba,KarenKlukiewicz,PaulMiller,JensRitter,JeffSwann,MarkTaguma,RonTarver,GeorgBock,TjerkFeenstra,KarlTomlinson,SteveLochner,MonicaHasegawa,SteveHel
4、per,ChristiandeRyss,LarryHicks,MasashiFujita,GavinRunnalls,ArjanMiddendorp,OnnoVanKooten,andErikLaboulbenne.IamalsoespeciallygratefulfortheassistancegiventomebyBradWasson,TjerkFeenstra,PaulMiller,andHansLinschooteninthedevelopmentofthiswhitepaper.JeffDrakeITProcessConsultantHewl
5、ett-PackardConsultingPage2of37Copyright©2000allrightsreservedFilename:WhitePaper2.0.docJanuary2000ITSMReferenceModelWhitePaperVersion2.0TableofContentsINTRODUCTION....................................................................................................................
6、.........6THEIMPORTANCEOFPROCESSTOIT.....................................................................................9CONCERNING“ITREENGINEERING”.......................................................................................12TheRoleof“ProcessOwner”..................
7、..................................................................................13Transitions.................................................................................................................................14THEIMPORTANCEOFPROCESS-ENABLINGTECHNOLOGY............
8、...................................16SUPPORTING
