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ITSM Reporting as a <strong>Service</strong><br />
Standard Freedom<br />
ITSM<br />
Goovernancce<br />
CCentral t l RReport t MManager Di Divisional i i l Report R t Manager M<br />
Central, mandatory reports by<br />
Process Owners based on<br />
mandatory KPI´s & metrics<br />
Central ITSM Reports done by Process Owners<br />
ITSM Reporting <strong>Service</strong><br />
(Shared <strong>Service</strong>)<br />
Scope: Conti IT world wide<br />
ITSM Tool <strong>Service</strong><br />
Distributed reports for each<br />
Division (incl. adhoc reports)<br />
Managed ITSM Report Development plattform<br />
2nd Level OLA<br />
2nd Level 3rd Level Westbury IT<br />
UC<br />
Oliver Lindner / 07.10.2011 © Continental AG<br />
SLA<br />
Organization<br />
Multiple<br />
Divisions<br />
ITSM Team<br />
� Process Owner<br />
� <strong>Service</strong> Owner<br />
� ITSM Architecture<br />
� ITSM S Goverance Go e a ce<br />
ITSM Tool Centre<br />
� Technical<br />
Management<br />
� Operation<br />
Management<br />
� Supplier<br />
Management<br />
“IT Drives Business”<br />
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