IT Service Management Architectures
Torben Tambo, Jacob Filtenborg · Advances in marketing, customer relationship management, and e-services book series · 2018
IT service providers tend to view their services as quasi-embedded in the client organization infrastructure. Therefore, IT service providers lack a full picture of being an organization with its own enterprise architecture. By systematically developing an enterprise architecture using the unification operating model, IT service providers can much more efficient develop relevant service catalogues with connected reporting services related to SLAs and KPIs based on ITIL and newer frameworks like SIAM.