文档介绍：The HP IT Service Management
Reference Model

White Paper

Business - IT Alignment Operations Bridge

Service Delivery
Assurance

Service Design & Management Service Development & Deployment

People + Process + Technology
January 2000 ITSM Reference Model White Paper Version

Acknowledgements

The development of the Hewlett-Packard IT Service Management Reference Model was an
aggressive team effort, involving many people from different HP entities and countries during the
project, too many to mention each and every one here. Yet, certain contributors provided such
value that they must be mentioned by name. It is with great pride that I call them my peers.

Special thanks to: Yvonne Bentley and Dorene Matney. Additional key contributors were: Bert
Van Barneveld, Paul Ham, Colin Henderson, Peter Kane, Joe Kouba, Karen Klukiewicz, Paul
Miller, Jens Ritter, Jeff Swann, Mark Taguma, Ron Tarver, Bock, Tjerk Feenstra, Karl
Tomlinson, Steve Lochner, Monica Hasegawa, Steve Helper, Christian de Ryss, Larry Hicks,
Masashi Fujita, Gavin Runnalls, Arjan Middendorp, Onno Van Kooten, and Erik Laboulbenne.

I am also especially grateful for the assistance given to me by Brad Wasson, Tjerk Feenstra, Paul
Miller, and Hans Linschooten in the development of this white paper.

Jeff Drake
IT Process Consultant
Hewlett-Packard Consulting
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Copyright © 2000 all rights reserved File name: White
January 2000 ITSM Reference Model White Paper Version

Table of Contents

INTRODUCTION ............................................................................................................................. 6
THE IMPORTANCE OF PROCESS TO IT ..................................................................................... 9
CONCERNING “IT REENGINEERING”.......................................