Prafull Verma

With radical change in the technology landscape in every enterprise, the inherent IT services embedded in anything and everything that happens in the business, a rapid shift is required to manage and deliver IT services. While legacy systems continue to function and need to be managed by traditional methods, a forward thinking approach is required to manage delivery of services for emerging technologies. This handbook is targeted at service delivery managers in the "service provider" organization but would also be very useful to internal service managers, provided they think of enterprise IT service consumers as customers. It would also greatly benefit IT generalists who may not be directly managing the delivery of services but contributing to or want to understand the subject.

The scale of enterprise IT environments are growing rapidly and computing resources are deployed in abundance. Consequently, management of IT operations gets increasingly complex. Service Maps and the CMDB (Configuration Management Database) are key tools to enable an organization to intelligently manage the complexity of dependencies and relationships between components. Theoretically, this sounds reasonable and easily achievable, especially since the concept of a CMDB was introduced in ITIL v2 more than a decade ago and the assumption is that almost all organizations that have adopted ITIL would have a CMDB and be delivering on its intended objectives. The reality is far removed from theory though. Designing, implementing and maintaining a sensible CMDB that is fit for purpose and does not end up being a project set up for failure requires more than just theoretical knowledge. Additionally, with the rapid adoption of cloud computing, Internet of Things (IoT) and other disruptive technologies in an increasingly complex multi supplier environment with implementations of "Service Integration and Management (SIAM)", the old school vision of the CMDB needs to be designed with a renewed perspective to keep it relevant to our IT environments today. This book tries to educate IT generalists with the basics of a CMDB and service maps without the need for understanding technology or any specialist tools, while trying to guide IT service management professionals to build an intelligent information system that produces real benefits to support the management of IT services by having a reliable and enriched source of information, that helps in making better, more informed decisions.

This the second edition of the book.Service Integration and Management (SIAM) is taking the center stage as the Enterprise IT backbone -the chief support system of the enterprise IT organization; that integrates the services from different service providers and assures the warranty and utility of the services to the service consumers. Cloud service brokerage is one example of SIAM in cloud domain, but holistic SIAM spans across all technologies and all operations. This book is intended to present simplified guide for IT generalists who are new to the service integration subject. The purpose of this book is to educate all IT professionals with the basic concepts of the service integration. Additionally the purpose is to provide the core guidance and foundation guidance to Service Management professionals, upon which they can build and implement the service integration in their environment.