ITIL V3 - 2011
Service Lifecycle Model
Event
Event
Management
- Design & Event Modelling
- System Configuration
- Service Monitoring
- Response & selection
- Review & Close
Events
IT Operation
Management
SERVICE OPERATION
Request
Fulfilment
- Inform users about:
- Availability of service
- Procedures to obtain service
- Channel user request
- Assist with information,
complaints, requests Service request
Access
Management
- Verify Request for Access
- Restrict/Provide Access
- Monitor/Identify status
- Access Monitoring & Control
- Remove/Restrict Access Rights
- Maintain Roles & Groups
- Access policies
- Roles and groups
F F
Technical
Management
IT Operation
Management
Operations
Control
Change Evaluation
- Plan the evaluation
- Evaluate predicted performance
- Evaluate actual performance
ITIL is a Registered Trade Mark, and Registered Community Trade Mark of The Office of Government Commerce
SERVICE STRATEGY
CONTINUAL SERVICE
Service Portfolio Service Portfolio
Demand Management Strategy Management for IT Services Management Service Retired
Pipeline
Catalogue Services
IMPROVEMENT
- Identify sources of demand forecasting - Define ...
- Analyze... Business SC
- Activity based demand management Strategic assessment Strategy generation Strategy execution
- Develop differentiated offering - Approve... Technical SC
4 P: Perspective, Position , Plan, Pattern:
(through the lifecycle) - Charter... Service portfolio
- Management of operational demand - Analyse internal factors
- Patterns of Business Activity(PBA) - Determine perspective (Vision)
- Analyse external factors - Service management
- User Profiles (UP) - Form a position (Policies) Financial Management for
- Align assets with customer outcomes Continual
- Service Packages - Craft a plan (Plans) IT Services Business vision, mission,
- Define market space - Optimize critical success factors Service What is the vision?
- Service Level Packages - Identify strategic industry factors
- Adopt patterns of action (Actions / CSFs)
- Prioritize investments
service goals and objectives
Catalogue
Budgeting Accounting Charging improvement
Documented Service Strategy: Management
- Establish objectices
- Service portfolio - Service valuation approach
- Financial management - Analyze investments - Produce Where are we now? Baseline assessments
- Service design requirements - Compliance - Maintain
Governance
- Service transition requirements - Budgets - Ensure availability
- Service operation requirements - Financial plans ...Service catalogue How do we keep
- Cost models the momentum Where do we want to be? Measurable targets
Continual
Expansion - Chart of accounts going?
User Service
and growth
Strategy measurement and evaluation Improvement
- Charging policies Supplier Customer
Service and process
How do we get there?
improvements
F
Supplier Service Level
Self Service Risk Business Relationship Strategies, Measurements and
Management Management Did we get there?
metrics
Management Management Policies,
- Stakeholder definitions - Draft/Negotiate/Agree
- Business outcomes Objectives, - Evaluate/ Establish/ Manage
F - Coordinate appropriate response Suppliers & Contracts - Implement
to customer requirements - Customer portfolio Requirements - Renew or Terminate Contracts
- Manage ongoing service
- Customer satisfaction - Maintain SCD
Service Desk - Coordinate marketing, selling and - Report, Reviews & Improve
delivery activities - Customer perception ... Service Levels
- Business relationship activities - Schedule of customer activities
SCD - Service Level Agreements (SLA)
7-step Improvement Process
through the lifecycle
SERVICE DESIGN
- Operational Level Agreement (OLA)
- Underpinning Contracts (UC) - Service level reports & reviews
Incident - Supplier reports Wisdom Data
- Customer satisfaction 1. Identify the strategy for
Management - Supplier information
SKMS - Service improvement plan (SIP) improvement:
2. Define what you will measure
- Identification & Logging - Vision
- Categorise - Strategy
Presentation Layer
- Prioritise - Tactical goals
- Initial diagnosis - Operational goal 3. Gather the data
- Who? How? When?
- (Incident escalation)
- Investigation & Diagnosis Knowledge Processing Layer Information Availability IT Service - Criteria to evaluate
SKMS
Capacity
SKMS
- Resolution & Recovery Security Management Continuity integritiy of data
Management 7. Implement improvement - Operational goals
- Closure Incident Management - Risk assessment and Management
... of Incidents records Information Integration Layer - Service measurement
Business Service Component management - Analiysis of Requirements
- Plan
CaM CaM CaM - Plan & design - Strategy
- Implement
Data and Information Sources - Implement - Plan
- Plan & Design - Evaluate 6. Present and use the
- Manage performance - Implement (incl.testing)
And Tools - Implement - Maintain
- Monitor, measure,
information
- Control - Awareness - Assessment summary
Problem - Manage Performance
analyse, report & review
records - Report & Review ... Information Security - Maintain - Action plans
Management SKMS ... Avalability - Invocation
... Capacity - Etc.
Problem CMIS SMIS AMIS SCMIS
records 5. Analyse the information 4. Process the data
- Detect & Logging
- Capacity Plan - Information Security Policy - Availability Plan - Business impact analysis and data - Frequency?
- Categorise
- Prioritise
Transition Planning and Support - Forecasts - Security reports & - Design criteria - Risk analysis - Trends? - Format?
information - Reports - Risk reduction measures - Targets? - Tools and systems?
- Investigation & Diagnosis Knowm error - Capacity &
Knowm
records error Performance Reports - Security controls - Projected service outage - Service continuity plans - Improvements required? - Accuracy?
- Resolution - Determining transition strategy Knowledge Information
records - Capacity Data - Security risks & responces - Testing schedule
- Closure - Defining service transition lifecycle stages
- Review - Preparing service transition
Solutions &
...of Problems - Planning and coordinating service transition
Workarounds
- Provide transition process support
CSI Register
- Transition strategy and budget Service Design Coordination
- Integrated set of service transition plans
Change For
Forthe
theoverall
overallservice
service For
For each
each design
design
Management Service Design design
designlifecycle
lifecyclestage
stage Plan
Plan individual
individual design
design
Change records Package (SDP) AMIS Availability Management Information System
- Record RFC - Define and maintain - Coordinate individual
- Review RFC policies and methods design BIA Business Impact Analysis
- Assess & Evaluate Change - Plan design resources - Monitor individual CaM - Capacity Management
- Authorize change build and test and capabilities design CMDB Configuration Management Database
Application - Coordinate change build and test
- Request for Change (RFC) - Coordinate design - Review designs and CMIS Capacity Management Information System
Management - Change proposal - Authorize change deployment activities ensure handover of CMS Configuration Management System
Service Validation and - Change Schedule (CS) - Coordinate change deployment - Manage design risks service design package CS Change Schedule
Testing - Review & close change record and issues
F CSF Critical Success Factor
- Improve service design
DML Definitive Media Library
- Validation and test management Standard Normal Emergency DIKW Data,Information,Knowledge,Wisdom
Facilities
Release and Deployment
Management - Plan and design tests Management Change Change Change F Function
- Verify test plans and test design OLA Operational Level Agreement
- Prepare test environment PBA Patterns of Business Activity
- Perform tests Development Environment RACI Responsible, Accountable, Consulted, Informed
- Evaluate exit criteria and report - Planning Service Asset and RFC Request For Change
- Preparation Configuration Management
-Test clean up and closure SC Service Catalogue
- Service Design Package Controlled Test Environment SCD Supplier and Contract Database
- Management & Planning
- Test strategy - Build and Test V model - Configuration identification Knowledge SCMIS Service Continuity Management Information System
- Test standards - Service Testing and Pilots Management SDP Service Design Package
- Configuration control
- Test models - Plan and prepare for deployment SIP Service Improvement Plan
- Status accounting & Reporting
- Release plans - Determining knowledge
- Transfer, Deployment and - Verification & Audit SKMS Service Knowledge Management System
Retirement - Release policy management strategy
- Release package
------------------------------------------ SLA Service Level Agreement
- Verify -Maintainance of Asset inventory - Knowledge transfer
- Remmediation plan - Managing data, information SLR Service Level Requirements
- Release and deployment models CMS SMIS Security Management Information System
- Interim evaluation reports Live Environment and knowledge
- Evaluation report - Early Life Support - Acceptance criteria - Using the SKMS DIKW UC Underpinning Contract
- Release Review DML
CMDB CMDB UP User Profile
Data -Information
-Knowledge - Wisdom
SERVICE TRANSITION Copyright: ITS Partner, Croatia
Poster authors: Ivana Nissen & Maja Jagut
Poster version 3.0, May 2012
www.itsm.hr