V3=26 procese V4- 34 pratices

SERVICE STRATEGY- The service strategy stage forms the basis of an organisation’s ITSM framework, providing direction for the other
four stages. It determines which services the organisation will offer and what capabilities need to be developed, covering:
 The definition of markets;
 Development of strategic assets;
 Preparation of deployment; and
 Definition of offers.
Service portfolio Mgmt- Number of Planned New Services>>Number of Unplanned New Services>>Number of Strategic Initiatives>>Number of
new Customers>>Number of lost Customers
Financial Mgmt- Adherence to Budgeting Process>>Cost-/ Benefit Estimation>>Post Implementation Review>>Adherence to Project Resources
Business Relationship Mgmt- Number of Customer Complaints>>Number of accepted Customer Complaints>>Number of Customer Satisfaction
Surveys
SERVIC DESIGN ITIL service design is the second stage of the ITIL service management lifecycle. Service design provides guidelines and
best practices for designing new IT processes and services and preparing them for a live environment. The service management team
follows the strategy defined in the first stage of the service management lifecycle to guide their design decisions and ensure services align
with the overall goals of the organization.
SLM – (1)Planning your resources (2)Services covered by SLAs(3)Services covered by OLAs/ UCs(4)Monitored SLAs(5)SLAs under
Review(6)Fulfilment of Service Levels
AVM- (1)Service Availability(2)Number of Service Interruptions(3)Duration of Service Interruptions(4)Availability Monitoring(5)Availability
Measures
CAPACITY- Incidents due to Capacity Shortages - Exactness of Capacity Forecast - Percentage of Capacity Monitoring- Resolution Time
of Capacity Shortage- Unplanned Capacity Adjustments
IT SEVICE CONTINITY MGMT- (1)Business Processes with Continuity Agreements(2)Gaps in Disaster Preparation(3)Implementation
Duration(4)Number of Disaster Practices
SUPPLIER MGMT - Number of agreed UCS>>Number of Contract Reviews>>>Number of identified Contract Breaches
IT SECUERITY MGMT - Number of major Security Incidents>>Number of Security Tests>>Number of identified Shortcomings during
Security Tests
SERVICE TRANSITION This is where organisations build, test and implement their new designs. By following these steps and rectifying issues
that arise, organisations can ensure that there are no disruptions to their services. This is particularly important when modifying existing
services.
CHANGE- (1)Number of Major Changes (2) Number of CAB Meetings (3) Time for Change Approval/ Rejection (4) Change Acceptance
Rate (5) Number of Emergency Changes
RELEASE N DEPLOYMMENT – (1)Number of Releases (2)Duration of Major Deployments
SERVICE VELIDATION N TESTING- (1) Percentage of failed Release Component Acceptance Tests (2) Number of identified Errors (3) Time
for Error Fixing (4) Incidents caused by New Releases(5) Percentage of failed Service Acceptance Tests
SERVICE ASSET N CONFIGURATION- (1)Verification Frequency(2)Number of Incidents owing to inaccurate CMS Information(3)Number of
unauthorized Changes detected automatically (4)Number of CMS Errors
SERVICE OPERATIONS: After the services have been validated, they are put into a live environment. Even though the organisation
would have corrected any issues it encountered, new ones are bound to arise when customers start using the service. Therefore,
organisations need to closely monitor each service’s delivery, and be prepared to:

 Fulfil user requests;

 Resolve service failures;
 Fix problems; and
 Carry out routine operational tasks.

INCIDENT – (1) Number of repeated Incidents (2) Incidents resolved Remotely (3) Number of Escalations (4) Average Initial Response Time
(5) Incident Resolution Time (6) Resolution within SLA
PROBLEM- (1) Number of Problems (2) Problem Resolution Time (3) Number of unresolved Problem
CSI – Number of Service Reviews>>Number of identified Weaknesses..