Service Strategy
ITIL v3
•Financial Management
•Service Portfolio Management
•Demand Management
ITIL v2
Service Delivery
•Service Level Management
•Capacity management
•Availability Management
•IT Service Continuity Management
•Financial management
Service Support
•Service Desk (function)
•Incident Management
•Problem Management
•Configuration Management
•Change Management
•Release Management
Service Design
•Service Catalogue Management
•Capacity Management
•Availability Management
•Service Continuity Management
•Information Security Management
•Supplier Management
•Service Level Management
Service Transition
•Change Management
•Service Asset & Configuration Management
•Release & Deployment Management
•Knowledge Management
Service Operations
•Event Management
•Incident Management
•Request Fulfillment
•Problem Management
•Access Management
•Service Desk (function)
•Technical Management (function)
•IT Operations Management (function)
•Application Management (function)
Continual Service Improvement
•7-step improvement process
-- Service Reporting
-- Service Measurement
 Incident Management — Activities
From Event Mgmt From Web Interface User Phone Call Email Technical Staff

Incident Identification

Incident Logging

Incident Categorization

Yes
Service Request? To Request Fulfilment

No

Incident Prioritization

Yes
Major Incident Procedure Major Incident?

No

Initial Diagnosis

Yes Yes Functional Escalation

Functional Escalation
Needed? 2/3 Level
Ye Hierarchic Escalation
Management Escalation s No
Needed?

No Investigation & Diagnosis

Resolution and Recovery

Incident Closure

End
© Crown Copyright 2007. Reproduced with permission from OGC.
 Mapping V2 / V3
ITIL Version 3 Book ITIL Version 2 Book
Event Management SO new
Incident Management SO Incident Management Service Support
Request Fulfillment SO Incident Management Service Support
Problem Management SO Problem Management Service Support
Access Management SO Security mgmt? Security
Service Desk (function) SO Service Desk Service Support
Technical Management (function) SO new
IT Operations Management (function) SO new
Application Management (function) SO Application Mgmt book? Application Mgmt
Service Catalogue Management SD Service Level Management Service Delivery
Capacity Management SD Capacity Management Service Delivery
Availability Management SD Availability Management Service Delivery
Service Continuity Management SD IT Service Continuity Management Service Delivery
Information Security Management SD Security mgmt? Security
Supplier Management SD new
Transition Planning & Support ST new?
Change Management ST Change Management Service Support
Service Asset & Configuration Management ST Configuration Management Service Support
Knowledge Management ST new
Release & Deployment Management ST Release Management Service Support
Service Testing & Validation ST Release? Service Support
Evaluation ST new
Financial Management SS Financial Management for IT Services Service Delivery
Service Portfolio Management SS new
Demand Management SS new
7-step improvement process CSI new
Service Reporting CSI new
Service Measurement CSI new
Service Level Management CSI Service Level Management Service Delivery