ITIL PROCESS MODEL

®
SERVICE STRATEGY Business Requirements (Utility)

Long Term Business Objectives • Strategy Management for IT Services

• Financial Management for IT Services Service Portfolio

• Service Portfolio Management • Service Pipeline
SERV
ICE
• Service Catalogue
LEVEL
AGRE
EMEN
TS • Demand Management • Retired Services
(SLA)
Relationship Process
THE BUSINESS • Business Relationship Management EXTERNAL
SUPPLIERS

SERVICE OPERATION Service Reporting Service Metrics & Measurement CONTRA

CT
Underpinning
OPERA
TIONA
LEVEL
L Agreements
FUNCTIONS
AGRE
EMEN
TS Contracts
CONTINUAL SERVICE IMPROVEMENT
(OLA)

• Service Desk
- Local Continual quality control and consolidation

- Centralized • 7 Step Improvement Plan - Project Plan

Do - Project SERVICE DESIGN
- Virtual Process Check - Audit

Maturity level
•
ACT PLAN Act - New actions
- Follow the sun
• Models and CHECK DO Design Coordination
• Operations Management Techniques
Business IT
alignment
• Service Catalogue Management
- IT Operations Control Effective quality

- Facilities Management • Deming Cycle Consolidation

improvement
Relationship Processes
• Technical Management Development
• CSI Approach
of the level reached
• Service Level Management
• Application Management Timescale
• Supplier Management
Wisdom Data
1. Identify the strategy 2. Define what you will
Warranty Processes
PROCESSES
Business vision, mission, for improvement measure
Process & What is the vision?
• Vision • Business need Apply

• Availability Management
goals and objectives
• Strategy • Tactical goals
Technical • Operational goals 3. Gather the data
Process
• Event Management Metrics Where are we now? Baseline assessments
• Who? How? When?
• Criteria to evaluate
integrity of data Metrics • Capacity Management
• ITSCM
7. Implement
improvement • Operational goals
• Service measurement
- Information
• Information Security Management
How do we keep Where do we
the momentum Measurable targets
want to be? 6. Present and use the
- Alerts going? information
• Assessment summary
• Action plans
- Warning How do we get there?
Service and process
improvement • Etc.
- Exception 5. Analyse the
information and data
4. Process the data
• Frequency?
• Trends? • Format?
•
Measurements
Did we get there?
Incident Management and metrics • Targets? • Tools and systems?
• Improvements required? • Accuracy?
•
Knowledge Information
Request Fulfilment
• Problem Management
- Proactive
Process Metrics
- Reactive
• Access Management

Alerts, Warnings (Integrated Tool)

SERVICE TRANSITION
• Transition Planning and Support
SKMS CAB - Change Advisory Board
• Service Asset and Configuration Management
• Change Management
• Requests for Change
CMIS
• Change Evaluation • Approval
AMIS • Release and Deployment Management • Schedule

SCMIS • Knowledge Management • Reviewing Change Mgt Process

Release Package
• Service Validation and Testing Service Design Package
ISMS/SMIS (Warranty & Utility) ECAB - Emergency Change
Advisory Board
CMS • Assist Change Manager with
assessing emergency changes
CMDB’s Abbreviations: • Subset of CAB membership
SKMS – Service Knowledge Management System CMIS – Capacity Management Information System
KEDB DML CMS – Configuration Management System KEDB – Known Error Database For further details please contact us at:
CMDB – Configuration Management Database SCMIS – Supplier & Contract Management
AMIS – Availability Management Information System Information System W: www.ilxgroup.com T: +44 (0) 1270 611600
ISMS – Information Security Management System ITSCM – IT Service Continuity Management E: training@ilxgroup.com
SMIS – Security Management Information System ISBN 978-0-9544884-4-4 Published Sept 2011.

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