Integrating ITSM

In Chapter 1, Delivering Customer-Centric Value, you learned that organizational value streams support development or operations and are often linked. You also learned that IT-based development-oriented value streams often create software products that support the operations-oriented value streams.

For example, an insurance company's internal software development team might create web-based services to support the company's insurance products' promotion, sales, and delivery. Similarly, health care software providers have development teams supporting multiple value streams. These can include patient registrations, claims management, financial management, accounting, diagnostic and billing codes, patient health data, appointment scheduling, compliance, and reporting.

However, as you already know, IT value streams go beyond the implementation of software development and delivery activities. Besides these capabilities, the IT organization or software...