itil-2011-process-model
CAB - Change Advisory Board
CONTINUAL SERVICE IMPROVEMENT
Service Metrics & Measurement
SERVICE STRATEGY
Service Design Package (Warranty & Utility)
Process Metrics
SERVICE DESIGN
Process Metrics
SERVICE TRANSITION
Release Package
Process &Technical Metrics
SERVICE OPERATION
Development Long Term Business Objectives
THE BUSINESS
Business Requirements (Utility)
EXTERNAL SUPPLIERS
Contracts
C O N T R A
C T S E R V
I C E L E V E L A G R E
E M E N
T S
(S L A )Service Portfolio ? Service Pipeline ? Service Catalogue ?
Retired Services
? Crown copyright 2012 Reproduced under licence from the Cabinet Office. ITIL ? is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. The Swirl logo? is a trade mark of the Cabinet Office. ? ILX Group plc.
ITIL ?
PROCESS MODEL
CMDB’s DML
KEDB
CMIS AMIS SKMS
CMS
SCMIS ISMS/SMIS
Alerts, Warnings (Integrated Tool)
Abbreviations:
SKMS – Service Knowledge Management System CMS – Configuration Management System CMDB – Configuration Management Database
AMIS – Availability Management Information System ISMS – Information Security Management System SMIS – Security Management Information System
CMIS – Capacity Management Information System KEDB – Known Error Database
SCMIS – Supplier & Contract Management Information System
ITSCM – IT Service Continuity Management
? Requests for Change ? Approval ? Schedule
? Reviewing Change Mgt Process
ECAB - Emergency Change Advisory Board
? Assist Change Manager with
assessing emergency changes ?
Subset of CAB membership
ILX Group plc. Registered in England & Wales No. 03525870. Registered Office: One London Wall, London, EC2Y 5AB
? Transition Planning and Support
? Service Asset and Configuration Management ? Change Management ? Change Evaluation
? Release and Deployment Management ? Knowledge Management
? Service Validation and Testing
? 7 Step Improvement Process
? Models and Techniques
? Deming Cycle ? CSI Approach
? Design Coordination
? Service Catalogue Management
Relationship Processes ? Service Level Management ? Supplier Management
Warranty Processes
? Availability Management ? Capacity Management ? ITSCM
?
Information Security Management
Underpinning Agreements ? Strategy Management for IT Services ? Financial Management for IT Services ? Service Portfolio Management ? Demand Management
Relationship Process
?
Business Relationship Management
FUNCTIONS
? Service Desk
- Local
- Centralized - Virtual
- Follow the sun
? Operations Management - IT Operations Control - Facilities Management ? Technical Management ?
Application Management
PROCESSES
? Event Management
- Information - Alerts - Warning
- Exception
? Incident Management ? Request Fulfilment ? Problem Management - Proactive - Reactive
?
Access Management
PLAN DO
CHECK
ACT Continual quality control and consolidation
M a t u r i t y l e v e l
Timescale
Consolidation
of the level reached Effective quality improvement
Business IT alignment
Plan - Project Plan Do - Project Check - Audit Act - New actions
Business vision, mission, goals and objectives
What is the vision?
Where are we now?Baseline assessments
Where do we want to be?
Measurable targets
How do we keep the momentum
going?
How do we get there?
Service and process
improvement Did we get there?
Measurements and metrics
2. Define what you will measure
3. Gather the data
? Who? How? When?? Criteria to evaluate integrity of data ? Operational goals ? Service measurement
5. Analyse the
information and data
? Trends?? Targets?
?
Improvements required?
6. Present and use the information
? Assessment summary ? Action plans ? Etc.
7. Implement improvement
4. Process the data
? Frequency?? Format?
? Tools and systems?? Accuracy?
Knowledge
Information
Data
Wisdom
1. Identify the strategy for improvement
? Vision ? Business need ? Strategy ? Tactical goals ? Operational goals
O P E R A
T IO N A
L
L E V E L A G R E
E M E N
T S
(O L A )
Service Reporting
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ISBN 978-0-9544884-4-4 Published Sept 2011.