Business Transformation with ITIL

Running head: BUSINESS TRANSFORMATION WITH ITIL 4
Business Transformation with ITIL 4
Name of the Student
Name of the University
Author Note

1BUSINESS TRANSFORMATION WITH ITIL 4
Executive Summary
In recent times the growing need for delivering complex technological services require
advanced network design and configuration. The study shows how a company like Adobe is
using the ITSM services of BMC Software to deliver their cloud based products and services.
The service management of the IT infrastructure is ensured by BMC based upon the
guidelines and principles of the ITIL 4 framework. It is important that both the supplier and
the customer engage in thorough consultations for optimal implementation of ITSM for such
a complex network setup like SDN. Through the Service Value Chain table of ITIL 4 the
study is to show how the compatibility issues can be addressed and then the report is to end
with conclusions.

2BUSINESS TRANSFORMATION WITH ITIL 4
Table of Contents
Introduction................................................................................................................................4
SECTION ONE......................................................................................................................4
Organization and Services:................................................................................................4
Service Consumer..............................................................................................................5
Service Sponsor..................................................................................................................5
Service Customer...............................................................................................................5
Service User:......................................................................................................................6
Service Offering: Description of service. Purpose and goal. Properties of service...........6
Service Outcome................................................................................................................6
Service Risks......................................................................................................................7
SECTION TWO.....................................................................................................................7
Four Dimensions of Service Management.........................................................................7
Organisations and People...................................................................................................7
Information and Technology..............................................................................................8
Partners and Suppliers........................................................................................................8
SECTION THREE.................................................................................................................9
ITIL4 Guiding Principles...................................................................................................9
Focus on value....................................................................................................................9
Start where you are.............................................................................................................9
Iterative Progress with Feedback.......................................................................................9
Collaboration and Promoting Visibility.............................................................................9

3BUSINESS TRANSFORMATION WITH ITIL 4
Holistic Thinking and Working.......................................................................................10
Keeping it Simpler and Practically Oriented...................................................................10
Optimization and Automation..........................................................................................10
SECTION FOUR.................................................................................................................11
Value Streams for Supplier Service (Service Value Chain)............................................11
Company IT Transformation............................................................................................11
Conclusion................................................................................................................................12
References................................................................................................................................13
Appendix 1: Supplier...............................................................................................................15
Appendix 2: Services Involved................................................................................................15

4BUSINESS TRANSFORMATION WITH ITIL 4
Introduction
The following report tries to highlight the need for advanced network design and
configuration like a SDN network to deliver complex technological services (Kulkarni and
Sharma 2018). The study begins by mentioning how the customer Adobe is using the ITSM
services of supplier BMC Software to deliver their cloud based products and services to
consumers for various uses (Ciesielska 2017). The service management of the IT
infrastructure is ensured by BMC based upon the guidelines and principles of the ITIL 4
framework (Verlaine, Jureta and Faulkner 2016). Then the report shows the importance of
consultations between both the supplier and the customer for optimal implementation of
ITSM for such a complex network setup like SDN (Zaman, Jarray and Karmouch 2019).
After that the Service Value Chain table of ITIL 4 the study discusses how the compatibility
issues can be addressed and then the report ends with concluding notes.
SECTION ONE
Organization and Services:
BMC is the organization whose business processes needs to be transformed. It works
with several internet service providers across different locations. Other than that BMC
Software also makes use of the cloud service providers like Amazon AWS and Microsoft
Azure to ensure their services are delivered to the clients.
BMC Software is a private company found 40 years ago found on the month of
September of 2020 with the headquarters at Texas in Houston, USA. Since the start of 1990
the organization has grown significantly and have acquired various companies starting with
Patrol Software while the most recent notable acquisition has been Compuware this year. The
various kinds of services offered by BMC Software are BMC Service and Operations
Management, TrueSight IT Operations and Automation, Control-M Workflow Orchestration

5BUSINESS TRANSFORMATION WITH ITIL 4
and other mainframe services. The services offered by the company are mainly of two types
which are Education and Certification while the other being Services and Consulting. Other
than that the company also offers support related to building knowledge base and case defect
management. One key supplier of the BMC Software is JIVE. The company uses the jive-x
Collaboration Software to deliver their services through an intranet.
Service Consumer
The products offered by the client of BMC Software, Adobe are being used by
marketing companies or the marketing department of various companies as well individual
users who are willing monetize their Youtube channels and earn income through their
websites. Though these users can also include large businesses and can have adequate storage
solutions, the same may not be the case for the small and medium businesses, start-up
companies and individual users and thus they can benefit from Adobe Creative Cloud
Services.
Service Sponsor
The service is being sponsored by the internal IT director of the client Adobe after
conducting market research on related ITSM solution providers.
Service Customer
The clients of the company are companies wishing to reinvent or reengineer their
businesses. The top five featured customers of BMC Software are ActioNet, Adobe, ACT,
Transamerica and Aim. Among them the client of BMC being discussed here is Adobe.
Through their latest creative cloud range of products Adobe is using cloud services to make
all their services available. These cloud based products can be After effects, Premier pro,
Illustrator and others. These products are used to perform photo editing, video editing,
encoding and decoding however, these activities require transfer and processing of large files.

6BUSINESS TRANSFORMATION WITH ITIL 4
Through cloud based services Adobe is not just negating the consumers to acquire large
storage capacities but also improve the rendering performance by using advanced storage and
hardware resources through the cloud service providers.
Service User:
These are the end users who are getting attracted to content, products and services
being provided by service consumers like marketing companies with the help of refined
services like Adobe CC suite offered by the service customer Adobe. The service customer
Adobe ensuring efficient and reliable services by implementing the ITSM solution offered by
the service supplier BMC software using the ITIL 4 framework.
Service Offering: Description of service. Purpose and goal. Properties of service.
The services offered by the organization are Software as a Service (SaaS) oriented on
premise software applications and services involving the use of cloud computing to ensure IT
service management, automation, IT operations and mainframe demands.
BMC develops solutions for their clients which totally align with the ITIL framework
while supporting solutions involving ITIL training, services and resources (Iden and
Eikebrokk 2016). The BMC centres of excellence and the industry leading technological
solutions are helping organizations throughout the world in defining and execution of IT
Service Management strategies for both the traditional and the digital businesses.
Service Outcome
The outcome of implementing the ITSM solution through ITIL 4 framework are:
 Improved performance
 flexible delivery of services
 Smoother integration of delivery practices
 Increased revenue generation

7BUSINESS TRANSFORMATION WITH ITIL 4
Service Risks
The risks that can result from this ITSM service can be easier access of the centralized
network for the attacker and greater knowledge about system vulnerabilities and leading to
successful exploits.
SECTION TWO
Four Dimensions of Service Management
The four different dimensions of ITSM when delivering through the ITIL 4
framework are as listed:
 Organizations and People
 Information and Technology
 Partners and Suppliers
 Value Streams and Processes
The various aspects by which IT service management solution is being implemented such
that the organization can sustain the orders to be delivered via the services provided by the
supplier BMC Software are discussed below.
Organisations and People
These are the people belonging to the company which is implementing the ITSM
solutions offered by BMC Software based on the ITIL 4 framework (Cusick 2020). These
people come with a wide variety of expertise and skills that are extremely important for the
company. This requires the roles and responsibilities of organizational members to be clearly
defined and ensure that communications among the members continue occur effectively and
efficiently through the intranet for the company.

8BUSINESS TRANSFORMATION WITH ITIL 4
Information and Technology
The key to efficiently maintain the IT infrastructure organizations need to focus on
data and managing the lifecycle of information used for creating digital assets, usage,
modification, storage as also disposal of these assets and services (Andry and Christianto
2018). This enables the organization in maximizing the value of data when it comes to
providing services through various technologies.
Partners and Suppliers
The IT supplier BMC Software is not only using the Internet Service Providers or ISP
to ensure their solution is always readily available to customers like Adobe, they are doing so
by harnessing the power of cloud computing through partners Amazon via AWS and
Microsoft via Azure. Apart from that the supplier is also ensuring their internal network
through the jive-x Collaboration Software from Jive so it can be centrally managed and the
services can be delivered more easily. This requires providing adequate training to their
network administrators on Software Defined Networking (SDN).
Value Streams and Processes
The IT supplier BMC Software through their ITSM solution is to ensure that all the
different services and variety of products offered by the company implementing the ITSM
solution are well structured and maintained so that the value streams of the services can be
carefully evaluated to know where and how improvements need to be made (Kumar, Selamat
and Hassan 2018). This highlights the critical processes in delivering a service and can be
focused on to improve quality.

9BUSINESS TRANSFORMATION WITH ITIL 4
SECTION THREE
ITIL4 Guiding Principles
The different guiding principles that the ITIL 4 framework provides for identifying
and exploring application of these principles through the solution offered are:
Focus on value
The solution provided based on the four dimensions of the ITIL 4 framework enables
the supplier to tune the services offered by their customer such that the value provided by the
services can be thoroughly analysed and improved upon.
Start where you are
The company implementing the ITSM solution needs to start the integration of the
solution based on where the company currently stands (Imroz 2019). This requires
identifying the weaknesses and loopholes and streamlining the processes that need to be
improved through the solution.
Iterative Progress with Feedback
Through streamlining of every process via the ITIL 4 solution the customer needs to
advance step by step by acquiring feedback from the measures taken and integrating the rest
of the solution accordingly for the other processes.
Collaboration and Promoting Visibility
The collaboration with various entities to ensure implementation of a comprehensive
ITSM solution is very much necessary (Orta and Ruiz 2019). This ensures that the different
technological services being offered are powered by entities with sufficient expertise thereby
gaining user trust.

10BUSINESS TRANSFORMATION WITH ITIL 4
Holistic Thinking and Working
When integrating an ITSM based solution to the business processes the company
needs to revisit the overall requirements of the IT infrastructure and work with the supplier
accordingly (Iden and Eikebrokk 2017). This will ensure the solution being implemented
perfectly fits the company and the services it provides.
Keeping it Simpler and Practically Oriented
The primary requirements of the company must be to structure and manage the
business process as simply as possible so that it does become challenging to address future
issues and that the processes can be executed easily.
Optimization and Automation
The company needs to figure out its exact needs and based on that the optimal
networking and IT protocols are to be chosen for the processes. Only the most redundant,
repetitive and predictable processes needs to be automated to ensure accuracy.

11BUSINESS TRANSFORMATION WITH ITIL 4
SECTION FOUR
Value Streams for Supplier Service (Service Value Chain)
The three different scenarios that require demonstration of the flow of activities for
the Service Value Chain (SVC) of the supplier solution are:
 Business Opportunity
 Continuous Improvement
 Value Offered
Company IT Transformation
The customer Adobe is streamlining its business processes through the cloud based
ITSM service provided by BMC Software based on the ITIL framework (Alqahtani 2017).
This involves implementation of a Software Defined Network to continuously monitor
network equipment and performance so that appropriate decisions can be taken if issues are
to arise.
Value Chain
Activity
Practice Role Activity
Business
Opportunity
On Site
Associate, Site
Manager
Degraded
performance
after equipment
failure
Engage and
Analyse the
Problem
Network
Administration
Department, On
Site Support
Desk
On Site
Associate,
Network
Administrator
Network
Administrator
analyses the
problem after
acquiring
information
from On Site
Associate
Redesign and
Implement
Network
Administration
Department
Network
Administrator
Finalize
network
hardware and

12BUSINESS TRANSFORMATION WITH ITIL 4
application
requirements
and build the
SDN
Deliver and
acquire
feedbacks
Network
Administration
Department, On
Site Support
Desk
On Site
Associate,
Network
Administrator
Communicate
with supplier
regarding
compatibility
issues
Engage and
Address the
issue
Network
Administration
Department, On
Site Support
Desk
On Site
Associate,
Network
Administrator
Ensure both
hardware and
software
incompatibilities
are resolved
Value Site Manager Ensure Reliable
Performance for
users
Improve Problem
Resolution and
Analysis Report
Problem
Manager,
Network
Administrator
Ensure
centralized
management of
newly added
network
services
Conclusion
In conclusion, the above report succeeds in highlighting the need for advanced
network design and configuration like a SDN network to deliver complex technological
services. The study is observed to mention how the customer Adobe is using the ITSM
services of supplier BMC Software to deliver their cloud based products and services to
consumers for various uses. The service management of the IT infrastructure is ensured by
BMC based upon the guidelines and principles of the ITIL 4 framework. Then the report
shows the importance of consultations between both the supplier and the customer for
optimal implementation of ITSM for such a complex network setup like SDN. After that the

13BUSINESS TRANSFORMATION WITH ITIL 4
Service Value Chain table of ITIL 4 the study discusses how the compatibility issues can be
addressed and then the report comes to an end.
References
Alqahtani, A.S., 2017. Critical Success Factors In Implementing ITIL in the Ministry of
Education in Saudi Arabia: An Exploratory Study. International journal of advanced
computer science and applications, 8(4), pp.230-240.
Andry, J.F. and Christianto, K., 2018. Evaluating Maturity Level Using Framework ITIL: A
Case Study of Service Desk's. International Journal of Information Technology and
Business, 1(1), pp.16-23.
Ciesielska, M., 2017. Implementation of ITIL Service Lifecycle in small and medium-sized
enterprises of Polish ICT sector. Information Systems in Management, 6.
Cusick, J.J., 2020. Business Value of ITSM. Requirement or Mirage?. arXiv preprint
arXiv:2001.00219.
Iden, J. and Eikebrokk, T., 2016, April. IT service management: exploring ITIL adoption
over time in the Nordic countries. In ITSM Nordic Research Workshop.
Iden, J. and Eikebrokk, T.R., 2017. The adoption of ITIL in the Nordic Countries: exploring
regional differences.

14BUSINESS TRANSFORMATION WITH ITIL 4
Imroz, S.M., 2019. A Qualitative Case Study Identifying Metrics for ITIL Request
Fulfillment Process: Perspectives of an Information Technology Service Provider
Group. Journal of Organizational Psychology, 19(4).
Kulkarni, R. and Sharma, K., 2018. A Novel Quality of Service (QoS) routing algorithm for
Software Defined Network (SDN) using Particle Swarm Optimization (PSO).
Kumar, S., Selamat, H. and Hassan, N.H., 2018. A Review of Information Technology
Service Management (ITSM) Framework for Financial Regulatory Body. Open International
Journal of Informatics (OIJI), pp.33-34.
Orta, E. and Ruiz, M., 2019. Met4ITIL: A process management and simulation-based method
for implementing ITIL. Computer Standards & Interfaces, 61, pp.1-19.
Verlaine, B., Jureta, I. and Faulkner, S., 2016, May. How Can ITIL and Agile Project
Management Coexist?. In International Conference on Exploring Services Science (pp. 327-
342). Springer, Cham.
Zaman, F.A., Jarray, A. and Karmouch, A., 2019. Software defined network-based edge
cloud resource allocation framework. IEEE Access, 7, pp.10672-10690.

15BUSINESS TRANSFORMATION WITH ITIL 4
Appendix 1: Supplier
BMC Software
BMC Software builds specific solutions tailor made for the customer where the
services presented by the solution totally align with ITIL resources, services and training. The
industry leading technologies used by BMC help both traditional and digital businesses with
efficient implementation of ITSM or IT Service Management solution. Key services offered
by BMC as a supplier for ITSM are:
 PinkVerify - certified ITIL technologies
 ITIL industry contributions
 Industry leading training and learning
 Transformation practices based on ITIL guidance
 Collaboration with industry partners
 Best practices through ITIL framework
Appendix 2: Services Involved
Network Service: Transformation to SDN network
Support Desk: On demand support services
Server Virtualization: Remote and centralized control of all server devices
Cloud Services: Resource Scaling