48 Business Service Management Best Practices
3.3.1 Business process decomposition
This stage of planning includes an analysis of business processes and its
components. A business process, from an IT perspective, consists of a set of
applications that serve a specific business objective. Each application can also
be broken down into components made up of IT resources.
The decomposition of a business process in this context consists of mapping
business processes to the IT resources that affect it. The impact of a certain IT
resource also needs to be evaluated to define its role in the overall business
process. This mapping is illustrated in Figure 3-2.
Figure 3-2 Business process decomposition
As shown in Figure 3-2, the decomposition process breaks down business
processes into applications and then into specific components. These
components then relate to the IT resources. Some IT resources may be used by
multiple business processes; for example, in Figure 3-2, Server C is a
WebSphere Application Server and also a Domino® server.
The major decomposition steps are:
򐂰 “Identifying the business process” on page 49
򐂰 “Defining the applications” on page 50
Business Process:
Corporate Email
Business Process:
e-Business
Application:
Email
Application:
Online Store
Application:
Intranet
Email Servers
Backup Servers
Network Infrastructure
WebServer
Application Server
Firewalls
Network Infrastructure
WebServer
Application Server
Firewalls
Network Infrastructure
Authentication service Authentication service
Server 1
Server 2
Server 3
Server A
Server B
Server C
Firewall 1
Firewall 2
RouterA
RouterB
Hub1
ISP conn
LDAP server
Policy Server
Web Seal
Server C
Server D
Server Z
RouterA
Hub1
Hub2
Chapter 3. Planning for Business Service Management 49
򐂰 “Identifying the components of an application” on page 51
򐂰 “Identifying the component relationships” on page 53
Identifying the business process
A business process is a logical group of applications that together deliver a
specific function to one or more users. Examples of business processes include:
򐂰 A corporate e-mail system
򐂰 A payroll system
򐂰 An online banking application
򐂰 An e-business application
The business process definition contains:
򐂰 High-level description
򐂰 Information about functions provided by the business process
򐂰 Description of the contribution to the business mission
򐂰 Information about impact to the business mission if it becomes unavailable
򐂰 Schematic description of the business process, which typically resides in a
separate document. It should describe how each application is integrated to
create this business process.
򐂰 Relationship to other business processes. Some of these relationships are
straightforward since the business processes have an impact on each other,
while others may be abstract because resources are shared.
In the Business Service Management implementation, these business processes
are the entity that will be managed. The overall business processes build the
structure of the enterprise. Each business processes should have specific
Service Level objectives to which the IT department should adhere. Thus, the
performance of IT is measured by the attainment of these Service Level
objectives for each business process.
As the managed entity, the list of business processes is used to form the basic
measurement and monitoring object. The business processes will be
decomposed into IT resources that can effectively monitor them to attain Service
Level objectives.
In the course of listing the business processes, it may be beneficial to consider
the following questions:
򐂰 Have all department or divisions been represented in the business
processes?
򐂰 Are there any business processes that cannot be allocated on the
organization chart?

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