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Reference
bqsics Gard

Service Service Service Service Gontinual

Strategy Design Transition Operation Service
Processes Processes Processes Processes and lmprovement
Functions Processes
L^lt G-
Service Strateqy Service Level Change Management, PROCESSES: Event 7-Step
Deryta rrr-l Mil iraoer ne: tr l Management, Service Service Asset and Management, lncident lmprovement
Servicr-. Portfolicr Catalogue Management, Configuration Management, Request Process
l\'1ar nagenrernt Availability Management, Management, and Fulfillment, Problem
Financiai Manaclenrr:rl lnformation Security Release Deployment Management, Access
-Management, Supplier -Management Management
Management, Capac- FUNCTIONS: Service
ity Management, and Desk, Technical
lT Services Continuity Management, lT
Management Operations Management,
Application Management

General Goncepts
. Good Practices: Are sourced from objective. The characteristics of these
public standards and frameworks and/or activities are Measurable, Specific

from proprietary models. Results, Deliver to Customers, and

. Service: ls a means of delivering value to Respond to Specific Events.

customers by facilitating the outcomes that Process Model: Facilitates

they want to achieve without the ownership understanding and helps communicate

of specific costs and risks. the features of a process.

. Service Management: ls a set of special- RACI: ls an authority matrix used

ized organizational capabilities for providing to document the roles and relation-

value to customers in the form of services. ships of the stakeholders in a process,

. Function: ls a team or group of people where R=Responsible, A=Accountable,

and the tools it uses to perform one or C=Consult, and l=lnform.

more processes or activities. Generic Roles: Process Owner: ls

Roles: ls the set of responsibilities defined accountable for the overall quality of the

in a process and assigned to a person or process. Service Owner: ls accoun!

a team. able for the delivery of a specific service.

k"b srpportseoic€
Process: ls a structured set of activities Process Manager: ls accountable for the
designed to accomplish a specific Operational Management of the process.

lfpreneu*
 PROCESSES
: Represents an approach Service Level Management (SLM): Defines,
to formulate service strategies. The steps documents, agrees, monitors, measures,
Objective include define the market, develop the offer- reports, and reviews the level of lT services
ings, develop strategic assets, and prepare provided.
for execution. Service Catalogue Management (SCM):
: lncludes activities to , Manages the information in the Service
understand and influence customer demand Catalogue.
for services and the provision of capacity to > Ensures that the information is accurate.
meet the demand. > Reflects the current details, status, inter-
: Fit for Purpose - is the functionality : Describes a providels faces, and dependencies of all services
that a product or service offers to meet a services in terms of business value and that are being run or being prepared to
particular need. includes the activities to design, analyze, run in the live environment.
approve, and charter a service and the Availability Management: lncludes reactive
: Fit for Use - is a promise or guar-
antee that availability, capacity, continuity, and unique role of Product Manager. and proactive activities to ensure that the level
security are all meeting customer expectations. : lncludes: of service availability delivered in all services
: Consists of capabilities and
> Budgeting: To predict and control the is matched to or exceeds the cunent and
resources, as follows: lT spend. future agreed needs of the business, in a
, Capabilities: lnclude the ability of an > Accounting: To identify the actual costs cosleffective manner.
organization, a person, a process, an ap- of delivering lT services, compare these lnformation Security Management:
plication, a Configuration ltem (Cl), or an costs and budgeted costs, and > lnformation is observed by or disclosed
lT service to perform an activity. manage variances. to only those who have a right to know
> Resources: lnclude lT infrastructure, > Charging: To identify the payment struc- (Confidentiality).
people, money, or anything else that ture for lT services, if they are chargeable > lnformation is complete, accurate, and
might help deliver an lT service. protected against unauthorized change
: Contains information (lntegrity).
relating to each service and its status within > lnformation is available and usable when
the organization and the Service Lifecycle. The required (Availability).
Service Portfolio includes Service Pipeline, SERVIGE DESIGN > Business transactions as well as informa-
Service Catalogue, and Retired Services. Objective To design services that can tion exchanges between enterprises or
: Contains information be easily and efficiently developed and with partners can be trusted (Authenticity)
about all live lT services, including those avail- enhanced. > All through the process steps of Plan,
able for deployment. lt is the only part of the lmplement, Evaluate, and Maintain.
Service Portfolio published to customers. BASIC CONCEPTS Supplier Management:
: ls justification for a Service Provider: There are 3 types - lnternal > Ensures that value for money is obtained
significant item of expenditure. Service Provider, Shared Services Unit and from suppliers and contracts.
: ls defined by a set of External Service Provider . > Ensures that underpinning conhacts with
business outcomes, which can be facilitated Supplier: ls a third party responsible for sup- suppliers are aligned with business needs
by a service. plying the goods or services required to deliver in conjunction with SLM.
: Describes the structure of lT services. > Manages relatlonships with suppliers
a service that will be delivered by Service Service Level Agreement (SLA): Describes and the Supplier and Contracts
Operation, used as a blueprint for Service Mgt and documents lT services, responsibilities, Database (SCD).
processes and functlons to communicate and and service level targets. Capacity Management: Ensures that service
collaborate on value creation. Operational Level Agreement (OLA): ls an performance achievements meet or exceed
: ls an lT service that delivers agreement between an lT service provider all their agreed targets by managing the
the basic outcomes that one or more and another part of the same business that performance and capacity of both services and
customers desire. provides services to the service provider. resources with a focus on Business Capacity
: ls a service that enables Service Design Package: Contains everything Management, Service Capacity Management,
or enhances a core service, for example, a necessary for the testing, introduction, and and Component Capacity Management, and
directory service or a backup service. operation of a solution or service. produces a Capacity Plan.
: ls a detailed description Availability: Should be measured in terms of lT Service Continuity Management:
of an lT service that is available for delivery to the business, and its calculation is often based Maintains a set of lT Service Continuity Plans
customers and includes a Service Level on the agreed service time and downtime. and lT recovery plans that support the overall
Package (SLP) and one or more core and 4 Ps: Consist of People, Processes, Products Business Continuity Plans (BCPs) of the orga-
supporting services. (Services, Technology, and Tools), and Part- nization through the process steps of lnitiation,
: ls a defined level ners (Suppliers, Manufacturers, and Vendors). Requirements, Strategy and lmplementation,
of utility and warranty for a particular 5 Design Aspects: Consist of ldentification of and Ongoing Operation.
Service Package. Business and Service Requirements, Measure-
: ls the detailed ment Design, Process Design, Technology and
description of a Core Service that multiple Architecture Design, and Service Portfolio.
SLPs may share. Sourcing Strategies: lncludes insourcing,
: outsourcing, co-sourcing, Application Service
lnfluence the demand patterns seen by Provision, Business Process Outsourcing
the service providers. (BPO), and Knowledge Process
Outsourcing (KPO).
 Service Asset and Configuration Manage- levels of service quality and availability
ment: Defines and controls the components are maintained.

SERVIGE TRANSITION of services and infrastructure. lt also maintains Event Management Provides the ability to
Objective: To provide guidance on accurate configuration information on the detect events, make sense of them, and

the development and improvement of historical, planned, and cunent states of the determine if the appropriate control action
capabilities for transitioning new and services and infrastructure using the process has been provided.

changed services into operation. steps of Managing and Planning, Configuration Request Fulfillment: Deals with Service
ldentification, Configuration Control, Status Requests from users as well as assists with

BASIC CONCEPTS Accounting and Reporting, and Verification general information, complaints, or comments.
. Service Knowledge Management System and Audit. Problem Management: Prevents Problems
(SKMS): ls a set of tools and databases that Release and Deployment Management: and the resulting lncidents from occuning,

is used to manage knowledge and information. Ensures that a release package can be built, eliminates recurring lncidents, and minimizes
SKMS includes the Configuration Management installed, tested, and deployed efficiently to a the impact of unpreventable lncidents.
System (CMS) as well as other tools target group or environment successfully and Access Management:
and databases, for example, the Known on schedule, with minimal unpredicted impact > Grants authorized users the right to

Error Database (KEDB). on the production services, operations, and use a service.
. Configuration ltem (Cl): ls an asset, service support organization. > Prevents access by unauthorized users.

component, or other item that is, or will be, un-

> Ensures that the policies and actions

der the control of Configuration Management. defined in Security and Availability Man-
. Configuration Management System (CMS): agement are executed with a focus on

Provides reliable, quick, and easy access to Access, ldentity, and Rights Management.
Service Operation Functions: lnclude
accurate configuration information. SERVIGE OPERATION
. ConfigurationManagementDatabase Objective: To coordinate and perform the Service Desk, Technical Management,
(CMDB): ls a database used to store Configu- the activities and processes required to Application Management, and lT Operations
Management (lT Operations Control and
ration Records throughout their Lifecycle. deliver and manage services at agreed
. Definitive Media Library (DML): ls defined levels to business users and customers. Facilities Management).

as one or more locations that securely store

the definitive and approved versions of all BASIC CONCEPTS
software Configuration ltems. . Alert: ls a warning that a threshold has been
. Service Change: ls the addition, modification, reached or a change or failure has
or removal ofauthorized, planned, or occurred. An alert is mainly created and CONTINUAL SERVICE
supported services or service components managed by System Management tools. IMPROVEMENT
and the associated documentation. A service . lncident: ls an unplanned intenuption to or Objective: To review, analyze, and make
change includes standard, normal, and a reduction in the quality of an lT service, recommendations on improvement op-
emergency change types. now or in the future. portunities in each Lifecycle phase to
. Change Advisory Board (CAB):An advisory . Escalation: ls of two types: improve lT service quality, the efficiency
body that requires appropriate terms of refer- o Functional - transfers an lncident or and effectiveness of enabling lT Service
ence, for example, meeting regulations and a Problem to a technical team that Management (ITSM) processes, and the
scope of influence. ECAB = Emergency CAB has a higher level of expertise. cost-effective delivery of lT services.
. 7 Rs of Change Management: lncludes: > Hierarchical - informs or involves
u Who RAISED the change? senior levels of Management. BASIC CONCEPTS
> What is the REASON for the change? . Event: ls a change of state that is significant CSI Model: What is the vision, where are we
, What is the RETURN required from for the management of a Cl or an lT service. now, where do we want to be, how do we get
the change? ' Problem: ls the cause of one or more lncidents there, did we get there, and how do we keep
> What are the RISKS involved in in which the cause is usually not known when a the momentum going
the change? a Deming Cycle: Plan, Do, Check, Act
Problem Record is created.
> What RESOURCES are required to . Known Error: ls a Problem that has a t Need to Measure: Validate, Define, Justify,
deliver the change? documented root cause and a Workaround. and lntervene
> Who is RESPONSIBLE for the build, . Known Error Database (KEDB): ls a data- DIKW: Knowledge Management approach us-
test, and implementation of the change? base containing all the Known Error records ing Data, lnformation, Knowledge, and Wisdom
> What is the RELATIONSHIP between created by Problem Management and is used Service Gap Model: ldentification of the most
this change and other changes? by lncident and Problem Management. obvious potential gaps in the lT Service Life-
. Release Unit: Describes the portions of the The KEDB is part of the SKMS. cycle from the business and lT perspectives
service or infrastructure that are normally . Workaround: Reduces or eliminates the Types of Metrics: Technology, Service,
released together according to an organiza- impact of an lncident or a Problem for which Process, and Activity Metrics for Service
tion's release policy. a full resolution is not yet available. Management processes
. Service V-Model: Builds in service validation . Service Request: ls a request that is normally
and testing early in the Service Lifecycle. generated by a user asking for information, PROCESSES
advice, or a standard change. . 7-Step lmprovement Process: Define what
PROCESSES you should measure, define what you can
. Change Management: Ensures that changes PROCESSES measure, gather the data, process the data,
are recorded, evaluated, authorized, prioritized, ' lncident Management: Restores normal analyze the data, present and use the informa-
planned, tested, implemented, and reviewed in service operations as quickly as possible to tion, and implement corrective actions - with
a controlled manner. minimize the adverse impact on business the identification of vision and strategy and
operations and ensures that the best possible tactical and operational goals as input
 of service requirements, and design of services . Definitive Media Library
. Technology and archilectural design, process design, . Definitive spares
measurement design . Roles more detailed: ServiceAsset Manager,
. Sourcing options: lnsourcing, outsourcing, co-sourc- Configuration Manager, Config Analyst,
ing, partnership or mullisourcing, Business Process Administrator/Librarian, and CMS/Tools Administrator
Outsourcing (BPO), Application Service Provision, Knowledge Mgt
and Knowledge Process Outsourcing (KPO) . DIKW model = Data, lnformation, Knowledge, Wisdom
. Service Design Package (SDP) . SKMS:Asetof tools and databasesthat manage knowl-
Service Level Management Process edge and information; this includes the CMS as well as
. Contracts (with external suppliers) other tools and databases, for example, the KEDB
. lncludes activities and procedures for logging and
managing all complaints and compliments SERVIGE OPERATION
. Differentiation in types of KPls : Quality KPls, financial Event Management Process
KPls, organizational/business KPls . ls a new process focused on the ability to detect
Service Catalogue Management Process events, make sense of them, and determine the
. This is a new process appropriate control action.
. Clear split in the Business Service Catalogue and . Has its own process flow.
the Technical Service Catalogue . lncludes the concept ofAlerts.
Availability Management Process lncident Management Process
. Availability Management lnformation System (AMIS) . lncident definition: lncludes reduction in quality.
. Mean Time to Restore Service (MTRS) . lncident models = Predefined steps.
SERVICE STRATEGY . Service Failure Analysis (SFA) . The Classification activity doesn't exist anymore
Gel:ere j i ;:;i1rq.,'"; Capacity Management Process in lncident, Problem, and Change Management,
. Utility: ls Fit for Purpose, where performance is . Resource Capacity Management = Component which are now mentioned separately in Categorization
supported and constraints are removed. lt is defined Capacity Management and Prioritization.
in terms of customer expectations. . Link to the Service Strategy Demand Request Fulfillment Process
. Warranty: ls Fit for Use, where availability, capacity, Management process . lncludes small changes or questions.
continuity, and security all meet customer expectations. . Capacity Management lnformation System (CMIS) . ls a mix between standard changes and
. Service and Business Assets: Are made up of lT Service Continuity Management Process information type requests.
capabilities and resources. . Distinction between fast recovery (hot standby) . A Service Request is something that can
. Service Portfolio: Service Pipeline, Service Catalogue, and immediate recovery and should be planned.
and Retired Services. lnformalion Securi$ Management Process Access Management Process
. Service Model: Describes the structure of a service that . lnformation Security Management System (ISMS), . ls a new process to grant authorized users the
will be delivered by Service Operations and is a blueprint based on the v2 Security process steps of Plan, right to use a service or group of services.
for Service Management processes and functions to lmplement, Evaluate, and Maintain . Access, ldentity, Rights, Services or Service
communicate and collaborate on value creation. Supplier Management Process Groups, and Directory Services.
. Value to the Business: Consists of Utility and
' This is a new process Problem Management Process
Warranty and is based on cuslomer perceptions. . Supplier and Conhacts Database (SCD) . There is no problem control and enorcontrol - Known
. Service Catalogue: ls a database or structured . Supplier Categorization: Shategic, tactical, Enors can be raised at any point in the process.
document with information about all live lT services, operational, and commodity . Proactive Problem Management is not covered in
including those available for deployment business
- Service Operation, only reactive Problem Management.

.
and technical catalogues.
SERVICE TRANSITION: . Proactive Problem Management is covered in CSl.
Concepts Covered: Core Service, Supporting Service,
Change Management Process New Service Operation Functions:

.
Service Package, SLP, and Core Service Package.
' Service Change: The addition, modification, or removal . There is no change to the Service Desk Function.
Service Economics Process Groupings: Service
of an authorized, planned, or supported service or . New functions include: Service Desk Function, Techni-
Portfolio Management, Demand Management,
service component and its associated documentation cal Management Function, Application Management
and Financial Management.
. Change Types = Normal, Standard and Emergency Function, lT Operation Management Function, including
i . ,,,,, :r:..i::,,:
1:,1r, ;:
. . The Classify Change step is gone: Categorization within Operations Control and Facilities Management

.
This is a new process.
the Record Change step and Prioritization within the . The publication discusses the organizational
Define the market, develop lhe offerings, develop
Assess and Evaluate Change step overlaps of these functions with Service Operation
strategic assets, and prepare for execution.
l- .: :.,'. .
. ECAB = Emergency CAB

. This is a new process.

Release and Deployment Management Process
.
CONTINUAL SERVIGE
. PBAs influence the demand patterns seen by
Transition Planning and Support, Service Validation
and Testing, Evaluation (+ new Knowledge
IMPROVEMENT
the service providers. General Changes
..'..' .
Management)
- all separate processes . This entire section is new.
. Financial Management covers aspects exclusive ofthe
Release Package replacing the V2 Delta, Full, . CSI is not a process but a practice that is
and Package lerms
owned by all performers.
basic concepts ofAccounting, Budgeting, and Charging . Service V-Model - represents the different configuration .
activities, including Return on lnvestment (ROl), Service The purpose of CSI is to continually align and realign
levels to be built and tested in a release
Valuation, and so on. lT services to the changing business needs by
Service Asset and Configuration Management
'' ' ' ( : identifying and implementing improvements to lT
. This is a new process.
Process
. services that support business processes.
. ls a dynamic method for governing investments in
Name changed: Service Asset - any capability . CSI includes Return on lnvestment (ROl) and Value
or resource of a service provider
on lnvestment (VOl) focus.
Service Mgt across the enterprise and managing . Cl : An asset, service component, or other item . CSI focuses on business value and how to measure it.
them for value.
. that is or will be under Configuration Management . Types of mehics include:
Product Manager and Business Relationship . Category of Cls: Service Lifecycle, service, .
Manager roles. Qualitativemeasurements
organization, internal, external, and interface . Quantitativemeasurements
. Configuration models . Technology, service, and process metrics
SERVICE DESIGN , Configuration Management System (CMS): Consists . The Service GAP model
General Clranges of CMDBs, filestores, and so on . The 7-Step lmprovement process
. ldentification of business requirements, definition , Secure libraries and secure stores