ITIL PROCESS MODEL

Long Term Business Objectives

ICE LEVEL AGRE EMEN TS (SLA) SERV

SERVICE STRATEGY

Strategy Management for IT Services Financial Management for IT Services Service Portfolio Management Demand Management

Business Requirements (Utility)

Service Portfolio Service Pipeline Service Catalogue Retired Services

THE BUSINESS

Relationship Process Business Relationship Management

EXTERNAL SUPPLIERS
CONTRA CT
Underpinning Agreements Contracts

SERVICE OPERATION
FUNCTIONS

Service Reporting
OPERA TIONA L LEVEL AGRE EMEN TS (OLA)

Service Metrics & Measurement

Service Desk - Local - Centralized - Virtual - Follow the sun Operations Management - IT Operations Control - Facilities Management Technical Management Application Management

CONTINUAL SERVICE IMPROVEMENT

Continual quality control and consolidation
Maturity level

7 Step Improvement Process Models and Techniques Deming Cycle CSI Approach

ACT CHECK

PLAN DO

Plan - Project Plan Do - Project Check - Audit Act - New actions

Business IT alignment

SERVICE DESIGN

Design Coordination Service Catalogue Management

Development Process & Technical Metrics

How do we keep the momentum going?

Effective quality improvement Consolidation of the level reached Timescale

Wisdom 1. Identify the strategy for improvement 2. Define what you will measure Data
Apply

Relationship Processes Service Level Management Supplier Management

PROCESSES
Event Management - Information - Alerts - Warning - Exception Incident Management Request Fulfilment Problem Management - Proactive - Reactive Access Management

What is the vision?

Business vision, mission, goals and objectives

Vision Business need Strategy Tactical goals Operational goals

7. Implement improvement

3. Gather the data

Where are we now?

Baseline assessments

Who? How? When? to evaluate Criteria integrity of data Operational goals Service measurement

Process Metrics

Where do we want to be?

Measurable targets
6. Present and use the information

How do we get there?

Service and process improvement

Assessment summary Action plans Etc.

Warranty Processes Availability Management Capacity Management ITSCM Information Security Management

Did we get there?

Measurements and metrics

Knowledge

5. Analyse the information and data

4. Process the data

Trends? Targets? Improvements required?

Frequency? Format? Tools and systems? Accuracy?

Information

Process Metrics

Alerts, Warnings (Integrated Tool)

SERVICE TRANSITION

Transition Planning and Support Service Asset and Configuration Management Change Management Change Evaluation Release and Deployment Management Knowledge Management Service Validation and Testing

SKMS
CMIS AMIS SCMIS ISMS/SMIS

CAB - Change Advisory Board

Release Package

Service Design Package (Warranty & Utility)

Requests for Change Approval Schedule Reviewing Change Mgt Process

CMS
CMDBs KEDB DML
Abbreviations: SKMS Service Knowledge Management System CMS Configuration Management System CMDB Configuration Management Database AMIS Availability Management Information System ISMS Information Security Management System SMIS Security Management Information System CMIS Capacity Management Information System KEDB Known Error Database SCMIS Supplier & Contract Management Information System ITSCM IT Service Continuity Management

ECAB - Emergency Change Advisory Board

Assist Change Manager with assessing emergency changes Subset of CAB membership

For further details please contact us at:

W: www.ilxgroup.com T: +44 (0) 1270 611600 E: training@ilxgroup.com

ISBN 978-0-9544884-4-4 Published Sept 2011.
ILX Group plc. Registered in England & Wales No. 03525870. Registered Office: One London Wall, London, EC2Y 5AB

Crown copyright 2012 Reproduced under licence from the Cabinet Office. ITIL is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. The Swirl logo is a trade mark of the Cabinet Office. ILX Group plc.