Architecture and Patterns for IT Service Management, Resource Planning, and Governance: Making Shoes for the Cobbler

Architecture and Patterns for IT Service Management, Resource Planning, and Governance: Making Shoes for the Cobbler's Children

Information technology supports efficient operations, enterprise integration, and seamless value delivery, yet itself is too often inefficient, un-integrated, and of unclear value. This completely rewritten version of the bestselling Architecture and Patterns for IT Service Management, Resource Planning and Governance retains the original (and still unique) approach: apply the discipline of enterprise architecture to the business of large scale IT management itself. Author Charles Betz applies his deep practitioner experience to a critical reading of ITIL 2011, COBIT version 4, the CMMI suite, the IT portfolio management literature, and the Agile/Lean IT convergence, and derives a value stream analysis, IT semantic model, and enabling systems architecture (covering current topics such as CMDB/CMS, Service Catalog, and IT Portfolio Management). Using the concept of design patterns, the book then presents dozens of visual models documenting challenging problems in integrating IT management, showing how process, data, and IT management systems must work together to enable IT and its business partners. The edition retains the fundamental discipline of traceable process, data, and system analysis that has made the first edition a favored desk reference for IT process analysts around the world. This best seller is a must read for anyone charged with enterprise architecture, IT planning, or IT governance and management.


This book is intended for IT Directors, managers and CIOs; business owners; IT governance employees; business process management strategists (such as Six Sigma); IT Consultants; IT auditors; middle-management in enterprise.

Paperback, 480 Pages

Published: September 2011

Imprint: Morgan Kaufmann

ISBN: 978-0-12-385017-1


  • "Intended for executives, planners and high level IT managers, this volume provides a comprehensive overview of the ecosystem of Information technology and explores the interconnectedness of technology and business as a system of value for IT architecture. Topics discussed include IT as an evolving system of continuous improvement, universal architectures, patterns for IT processes and IT lifecycles. The work explores overarching themes and also provides detailed organizational charts and plans demonstrating real world examples. Betz is research director for an integrated IT management at a management consulting firm."--SciTech Book News


  • CHAPTER 1 IT in a World of Continuous Improvement

    What Is "Information Technology"?

    What Is an IT Service?

    What Is Lean?

    What Is IT Value?

    What Is Lean IT?


    Further Reading

    CHAPTER 2 Architecture Approach

    The Production of IT Services

    IT Value Chains, Streams, and Processes

    The IT Management Functions

    The Information Architecture of IT Management

    A Supporting Systems Architecture for IT Management

    The Matrices


    CHAPTER 3 Patterns for the IT Processes

    IT Process Principles

    Accept Demand Patterns

    Execute Project Patterns

    Deliver Release Patterns

    Complete Change Patterns

    Fulfill Service Request Patterns

    Deliver Transactional Service Patterns

    Restore Service Patterns

    Improve Service Patterns

    Retire Service Patterns


    CHAPTER 4 Patterns for the IT Lifecycles

    The Application Service Lifecycle

    The IT Infrastructure Service Lifecycle

    The Technology Product Lifecycle

    The IT Asset Lifecycle

    General Patterns for IT Portfolio Management


    APPENDIX A Extended Definitions for the IT Architectural


    IT Lifecycle Definitions

    IT Process Definitions

    IT Function Definitions

    IT Data Definitions

    IT Management Systems Definitions

    APPENDIX B Fundamentals of Computing for the Business


    APPENDIX C Production and Services




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