Continual Service Improvement

Technical Business
SKMS
Service
Catalogues 10%
10%
30%
30%
20%
Service Design
SKMS
AMIS
Availability
Plan
Capacity Plan
SKMS
CMIS
Security
Policies
SKMS
ISMS
Risk
Management
Service Catalogue
Management
Define service and
service package
Maintain service
catalogues
Publish and update
Align with service
Portfolio and CMS
Produce service
catalogues
Service Level
Management
Planning
Negotiate &
establish SLA
Review and update
OLA (and UC)
Capture Service
Level Requirements
Maintain catalogue
Projected
Service
Unavailability
Continuity
Plan
SLA
Descripti
on Servic
e
SLA
Suppor
t
Signatur
e
Hours
Duratio
n
SLA
Information Security
management
Define & enforce
information security
policies
Monitor & manage
security breach/
incidents/problems
Document &
implement security
controls
Service Strategy
IT Financial
Management
Evaluate services
Return On
Investment
Charge-back
Funding
Service portfolio
Management
Define
Charter
Authorise
Analyse
Demand
Management
Business activities
and patterns
Organization and
RACI Charts
SKMS
Service
Portfolio
Financial Plan
Service Operation
Incident
Management
Identifiy and log
Resolve and recover
Diagnose
Categorize &
prioritize
Close
Self serve Service Desk function
Request
Models
Service
Improvement
proposals
Request fulfillment
Log request
Closure
Fulfillment
Automate workflow
Modeling
Problem
Management
Detect and log
Resolve
Investigate and
diagnose
Categorise and
prioritize
Close
Major problem
review
Supplier
Management
Strategies & policies
Performance
Establish contract
Evaluation of new
suppliers
Requirements
Availability
Management
Implement
Capacity
Management
Business/Service/
Component capacity
IT Service
Continuity
Management
Business Impact
Analysis (BIA)
Implement
Plan recovery (DRP)
and continuity
Requirements and
strategy
ITSCM and the BCM
Test and review
On going operation
and maintain
User satisfaction
survey
Access Management
Maintain groups and
roles
Remove-restrict
access rights
Provide access rights
Request verification
Event Management
Design for event
management
Revise and tuning
Alert and response
Notification/
Detection/Log
Configure system
Request
Models
Roles and
groups
SKMS
Change
Management
Log, review and
categorize
Measure and report
Plan and coordinate
build and test
Assess and authorize
build and test
Post Implementation
Review
Emergency change
Asset and
Configuration
Management
Plan and Identify
Verification and
audit
Status report
Maintain and control
Inventory and
licence management
Service Transition
Work
order
CAB
Service Knowledge
Management
Knowledge transfer
Manage data,
information,
knowledge
Release and
Deployment
Management
Plan
Execute
deployment,
transfer, retire
Pilot and tests
Build and test cycles
Prepare
Early life support
Release review
Definitive
Media
Library
CMDBs
CMS
SKMS
Spares
And asset
Validation and
Tests Plans
Deployment
Plans
Release
packages
Patch
Management
Events and
alerts
Service
Requests
SKMS
Problem
records
Known error
records
Incident
records
SKMS
1
1
Deployment
planning
Service Validation
and Testing
Service and quality
assurance
Change Evaluation
Evaluation plan
Test strategy
Test policies
Test levels and
models
Test approach and
technique
Expected and
unexpected effects of
change
Evaluation of expected
performance
Evaluation of real
performance
Risk management
Test plan and results
Change Schedule
Mon
27
Tue
28
Process review and
compliance
Organizational Change Ownership
Service Reporting
IT Governance
Service review and
improvement planning
Strategy Management for IT Services
Support business
vision and mission
Standards
Identify market
space
Identify customers
Architecture
Prioritize
investments
Discovery
tools
Transition Planning and Support
Setup Transition
Strategy
Prepare
transition
Plan and coordinate
Transition
Support
transition
2
2
Service Measurement 7 Steps improvement process
SKMS
SLA/
OLA
Performance
reports
Improvement of
security controls
Initial support
Business
relationship
Management
Customer Portfolio
Governance
Service Cost
Structure
Produce and
present service
reports
Customer
Agreements
Portfolio
Customer
Satisfaction
Service
Requirements
Design Coordination Define policies
and methods
Service
Design
Package
(SDP)
CSI Register Deming Cycle
CSI Framework and
Quality System
Plan design resources
and capabilities
Coordinate design
activities
Manage design
risks and issues
Improve
service design
Plan individual
designs
Review designs and
handover SDP
Coordinate
individual designs
Monitor individual
designs
SKMS
SCMIS
UC
Plan, design and
model for
performance
Demand
Management
Application sizing
Requirements
Service/Component
availability
Plan and design for
availability
Requirements
Monitor, adjust &
maintain
Report & Improve
Monitor, adjust &
maintain
Report & Improve
Risk assessment
and management
Vital Business
Functions (VBF)
Risk assessment
and management
Countermeasures
Invoke
Risk assessment and
management
Countermeasures
Requirements & plans
Renew/terminate
suppliers and
contracts
Maintain SCMIS
Technical Management function
Applications Management function
IT Operations Management function
Follow up &
communicate
Filter/correlation/
significance
Respond and close
3
3
Receive request
Log and track access
Workaround
Raise known error
Transition
policies
release
policies
Lifecycle
stages
Coordinate
deployment
Authorize deployment
Knowledge
management strategy
Using SKMS
ITIL

2011
Version
2011/11/07