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ITIL Edition 2011 Process Quick Reference

ITIL Edition 2011 Process Quick Reference
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http://www.mountainview-itsm.com

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Mountainview ITSM: ITIL Process Quick Reference Mountainview ITSM: ITIL Process Quick Reference Presentation Transcript

  • Welcome to Mountainview Mountainview  Mountainview is a world-wide training organization; Accredited by APMG EI EXIN for all ITIL certification levels, ISO 20000 & 27002  In the ITSM business since 1992  To learn more about our services click the link: – – – – – – – – Corporate Training Program: save 70% on your training budget Mentored Training Program: low price, high pass-rate, Expert-led Web-based Foundation Training: $219 includes exam More Training: web-based, mentored, virtual, on-site & off-site classroom Courseware: license our material to teach anywhere in the world More free downloads: from our website Testimonials: read what our customers as saying, or talk with them directly Consultancy: experienced, guaranteed www.mountainview-itsm.com  Contact us at: – itsm@mountainview-itsm.com – www.mountainview-itsm.com – Toll free 866 596-5170 ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 1 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Corporate Training Program  Deliver custom training with your staff as accredited trainers using our Accredited Courseware  Benefits Mountainview – Reduced cost • • – Managed Organizational Change Program (cultural impact) • • • – Not just training, this is a Management of Change Program Increase Team building Customized courseware for your needs www.mountainview-itsm.com Higher Satisfaction • • – You are not paying for external trainers, facilities, travel expenses, etc Reduce your training cost by 70% or train 10 times more staff Retain knowledge that typically walks out with the external trainer Internal trainers have much more corporate knowledge than external trainers Increased Control • • Go beyond the syllabus and include corporate scenarios, tools, etc Integrate other initiatives, such as Six Sigma, Project Management, etc.  Our prices cannot be beat!  Contact us for more info: itsm@mountainview-itsm.com ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 2 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Mentored Training Program Mountainview  An innovative training program with an assigned Expert certified Trainer to help you pass the very challenging exam  Ideal for full-time employees with limited time and budget  Benefits – – – – – – – Designated Expert Certified Trainer as your mentor Student uses the same courseware that our Trainers use in the classroom Download courseware to your PC – you are NOT tied to the internet Access on a plane, train or automobile No expiry date! No travel expenses! Self-paced! No rush to write the exam! Student Manual in a printable and searchable PDF document Graduates can license our courseware to teach – prices can’t be beat www.mountainview-itsm.com  Price – – – Foundation: $395 (includes exam) Intermediate Lifecycle: $795; Capability: $895 (includes exam) Expert Package (any 6 courses) = $2995 (exams extra) • For example SO, ST, SD, SS, CSI and MALC  Click here for more prices on our website ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 3 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Courseware  License our Accredited Courseware to teach around the world Mountainview  Mountainview’s courseware is designed to deliver both knowledge and serve as a reference guide  Our prices cannot be beat!  The Training Kit includes: – – Pre-study Package Student Manual • • • Slides, sample exams, references, outlines, etc. Co-branding within the APMG guidelines Print locally with your own printer www.mountainview-itsm.com – Trainer's material • • • – Animated PowerPoint slides, not just static text Instructor notes, several sample questions, supplementary material Several Intermediate scenarios for exam preparation Trainer and Student Feedback Forms • • Quality Management System to continually improve our services Statistical analysis of class performance ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 4 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • ITIL V3 Edition 2011 Process Quick Reference Mountainview  The Quick Reference is only one of dozens of methods we use and serves as an example of Mountainview’s training Courseware  For an ad-free version in PowerPoint and PDF with our Mentored Program or distribute it to your students using our Courseware – Customizable for Corporate Training  Click the process to navigate www.mountainview-itsm.com ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 5 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • ITIL® V3:2011 Process Quick Reference Information Technology Infrastructure Library ITIL® V3 Edition 2011 Process Quick Reference www.mountainview-itsm.com ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 6 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • ITIL® V3:2011 Process Quick Reference Trademarks and Acknowledgements  ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office  The Swirl logo™ is a Trade Mark of the Office of Government Commerce  The OGC logo® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom  Complying with all applicable copyright laws is the responsibility of the user  No part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Mountainview www.mountainview-itsm.com ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 7 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • ITIL® V3:2011 Process Quick Reference ITIL V3 Service Lifecycle  The Information Technology Infrastructure Library (ITIL) consists of five core publications, they are: – – – – – Service Strategy Service Design Service Transition Service Operation Continual Service Improvement  ITIL guidance can be adapted to support various business environments and organizational strategies www.mountainview-itsm.com ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 8 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Publications and Processes Service Strategy Service Design Design Coordination Service Catalog Strategy Management Portfolio Service Level Demand Availability Financial IT Service Continuity Business Relationship Capacity Supplier Information Security ice Co nti n S erv ua l Service Design Closed Loop System Continual Service Improvement CSI Approach PDCA Service Strategy 7 Step Improvement Method ice n v er atio S r e Op www.mountainview-itsm.com Measure & Report SWOT Analysis S Tr e r v a ns ice i tio n ITIL® V3:2011 Process Quick Reference ITIL® V3 Edition 2011 Service Lifecycle Service Transition Change Asset & Configuration Service Operation Event Incident Release & Deployment Improvement Transition Planning, Support Service Validation & Testing Request Fulfillment Change Evaluation Problem Knowledge Access ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 9 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: Service Strategy (SS) Demand Financial Business Relationship Service Design Design Coordination Service Catalog Service Level Availability IT Service Continuity Capacity Supplier Information Security Service Transition Purpose ITIL Service Strategy publication provides guidance on value creation. Understanding organizational objectives and customer needs. Every organizational asset including people, processes and products should support the strategy. ITIL Service Strategy includes these key processes: •Service Management •Service Portfolio Management •Business relationship management •Demand management •Financial management Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Service Strategy looks at service management not only as an organizational capability but as a strategic asset. It describes the principles underpinning the practice of service management which are useful for developing service management policies, guidelines and processes across the ITIL service lifecycle www.mountainview-itsm.com Service Operation Event Incident Request Fulfillment Problem Access Continual Service Improvement CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 10 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: SS: Strategy Management for IT Services Contact us for an ad-free version Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Define and maintain an organization’s perspective, position, plans and patterns with regard to its services and the management of those services. The purpose of a service strategy is to articulate how a service provider will enable an organization to achieve its business outcomes. Strategic assessment •Analyze the internal environment •Analyze the external environment •Define market spaces •Identify strategic industry factors •Establish objectives Strategy generation, evaluation and selection •Determine the perspective •Form a position •Develop a plan •Adopt patterns of action Strategy execution •Determine the perspective •Form a position •Develop a plan •Adopt patterns of action Measurement and evaluation •Continual service improvement •Expansion and growth www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs Strategic plans, Tactical plans, Strategy review schedules and documentation, Mission and vision statements, Policies, Strategic requirements for new services, and input into which existing services need to be changed Roles Strategy management for IT services process owner, Strategy management for IT services process manager, Business strategy manager, IT steering group, IT director or service management director CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Existing plans, Research on aspects of the environment, Vendor strategies and product roadmaps, Customer interviews and strategic plans, Service portfolio, Service reporting, Audit reports that indicate compliance with (or deviation from) the organization’s strategy. ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 11 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SS: Service Portfolio Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier To ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet business outcomes. Track the investment in services throughout their lifecycle. Ensure that services are clearly defined and align with business outcomes. •Define: Inventory services, ensure business cases and validate portfolio data •Analyze: Maximize portfolio value, align, prioritize & balance supply and demand •Approve: Finalize proposed portfolio, authorize services and resources •Charter: Communicate decisions, allocate resources and charter services Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Strategy plans, Service improvement opportunities, Financial reports, Requests, suggestions or complaints from the business, Project updates for services in the charter stage of the process Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Up-to-date service portfolio, Service charters that authorize the work for designing and building new services or changes to existing services, Reports on the status of new or changed services, Reports on the investment made in services in the service portfolio, and ROI Service portfolio management process owner Service portfolio management process manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 12 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SS: Demand Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Understand, anticipate and influence customer demand for services and to work with capacity management to ensure the service provider has capacity to meet this demand. Ensure that services are designed, tested and delivered to support the achievement of business outcomes. •Identify sources of demand forecasting •Identify patterns of business activity (PBA) •Determine User profiles (UP) •Establish Activity-based demand management •Develop differentiated offerings •Manage or influence operational demand •Kano Modeling Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Initiative to create a new service, or to change an existing service, Service models, Customer portfolio, Service portfolio and Customer agreement portfolio, Charging models, Chargeable items, Service improvement opportunities and plans User profiles, Patterns of business activity will be formally documented and included in the service and customer portfolios, Policies for management of demand when resources are overutilized, Policies for high & low utilization, Documentation of options for differentiated offerings Demand management process owner Demand management process manager Sourcing roles ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 13 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SS: Financial Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity To secure the appropriate funding to design, develop and deliver services that meet the strategy of the organization. Identify services that the provider is not able to provide. Identify the balance between the cost and quality of service. Maintain a balance of supply and demand. •Accounting •Budgeting •Charging Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA Policies, standards and practices defined by legislation, regulators and enterprise financial managers, Generally Accepted Accounting Practices (GAAP) and local variations, Supplier data, CMS, service portfolio, customer agreement portfolio, application and project portfolio Service valuation, Service investment analysis, Compliance, Cost optimization, Business impact analysis (BIA), Planning confidence 7 Step Improvement Method Measure & Report SWOT Analysis Roles Financial management for IT services process owner Financial management for IT services process manager Budget holders ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 14 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: SS: Business Relationship Management Contact us for an ad-free version Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and its business needs. To identify customer needs and ensure that the service provider is able to meet these business needs. •Understand the nature of the business relationship with the Customer •Establish the Business Relationship Management process •Establish the initiation by customers •Establish the Initiation by the service provider •Establish the business relationship management process through the lifecycle Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Customer requirements, Customer requests, complaints, escalations or compliments, The service strategy, the customer’s strategy, service portfolio, project portfolio, Service level agreements, Requests for change, Patterns of business activity and user profiles Stakeholder definitions, Defined business outcomes, Agreement to fund (internal) or pay for (external) services, customer portfolio, Service requirements for strategy, design and transition Customer satisfaction surveys, Schedule of training and awareness events Business relationship manager, Business relationship management process owner Business relationship management process manager Customers/users ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 15 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: Service Design (SD) Demand Financial Business Relationship Service Design Design Coordination Service Catalog Service Level Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Purpose ITIL Service Strategy publication provides guidance on how Services must be designed with the business objectives in mind in order to provide value. Design encompasses the whole IT organization. ITIL Service Design includes these key processes: •Design coordination •Service catalogue management •Service level management •Availability management •Capacity management •IT service continuity management •Information security management •Supplier management. www.mountainview-itsm.com Service Design turns a Service Strategy into a plan for delivering services that meet the business objectives. Service Operation Event Incident Request Fulfillment Problem Access Continual Service Improvement CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 16 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SD: Design Coordination Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle. Overall lifecycle stage activities include: •Define and maintain policies and methods •Plan design resources and capabilities •Coordinate design activities •Manage design risks and issues •Improve service design. Individual design activities include: •Plan individual designs •Coordinate individual designs •Monitor individual designs •Review designs and ensure handover of SDPs. www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Service charters, Change requests, Business & IT strategy, plans and financial plans, Business impact analysis, service portfolio, constraints and resource limitations, Governance, Corporate, legal and regulatory policies and requirements, project schedule, CMS, EA, Metrics Service designs and SDPs, revised enterprise architecture, revised management systems Revised measurement and metrics methods, Revised processes, Service portfolio updates Updates to change records. Design coordination process owner Design coordination process manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 17 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: SD: Service Catalogue Management Contact us for an ad-free version Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration To provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it. •Agreeing and documenting a service definition and description for each service •Interfacing with service portfolio management to agree the contents of the service portfolio and service catalogue •Producing and maintaining an accurate service catalogue and its contents •Interfacing with the business and ITSCM on the dependencies of business units •Interfacing with support teams, suppliers and service asset and configuration management •Interfacing with business relationship management and SLM to ensure that the information is aligned to the business and business process Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Business information from the organization’s business and IT strategy, plans and financial plans, Business Impact Analysis, changes to service requirements, Business requirements, Service Portfolio, CMS, Feedback from all other processes The documentation and agreement of a ‘definition of the service’, Updates to the Service Portfolio: should contain the current status of all services and requirements for services, The Service Catalogue Service catalogue management process owner Service catalogue management process manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 18 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SD: Service Level Management Demand Financial Business Relationship Goal Service Design To ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge •Determining, negotiating, documenting and agreeing requirements for new or changed services in SLRs •Monitoring and measuring service performance achievements of all operational services against targets within SLAs •Producing service reports •Conducting service reviews, identifying improvement opportunities •Collating, measuring and improving customer satisfaction •Reviewing and revising SLAs, service scope, and OLAs •Assisting supplier management to review and revise underpinning contracts or agreements •Developing relationships with the business, customers and other stakeholders •Providing management information to demonstrate service achievement •Logging and managing complaints and compliments, in cooperation with business relationship management. www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs Service reports, Service improvement opportunities for inclusion in the CSI register, SIP, Service quality plan, SLAs, SLRs, OLAs, Reports on OLAs and underpinning contracts Service review meeting minutes and actions, Revised requirements for underpinning contracts Roles Service Level Manager, Service level management process owner Service level management process manager, Service owner role in service level management Business relationship manager role in service level management CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Business strategy, plans and financial plans, and information on its current and future requirements, BIA, Business requirements, policies and constraints from service strategy The service portfolio and service catalogue, RFCs, CMS, Customer and user feedback ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 19 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SD: Availability Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and timely manner. Meet both the current and future availability needs of the business. Reactive Activities: •Monitoring, measuring, analysing, reporting, reviewing service & component availability •Investigating all service and component unavailability and instigating remedial action. This includes looking at events, incidents and problems involving unavailability. Proactive Activities: •Identifying Vital Business Functions (VBFs), Designing for availability, Base product and components, Systems management, Service Management processes, High-availability design •Full redundancy, Component Failure Impact Analysis, Single Point of Failure analysis, Fault Tree Analysis, Modelling, Risk Analysis and Management, Availability testing schedule, Planned and preventative maintenance, Production of the Projected Service Outage (PSO) document, Continual review and improvement Design Redundancy, Reliability, Maintainability, Security, Scalability, Serviceability www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Business impact information, Reports and registers, Service information, Service information, Financial information, Change and release information, Service asset and configuration management Service targets, Component information, Technology information, performance The availability MIS (AMIS), Availability plan, Availability and recovery design criteria and proposed service targets for new or changed services, Service availability, reliability and maintainability reports of achievements against targets, PSO, SIP Availability management process owner Availability management process manager Availability Manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 20 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: SD: IT Service Continuity Management Contact us for an ad-free version Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge To support the overall business continuity management (BCM) process by ensuring that, by managing the risks that could seriously affect IT services, the IT service provider can always provide minimum agreed business continuity-related service levels. Stage 1: Initiation Stage 2: Requirements and Strategy •Requirements – Business Impact Analysis (BIA) •Requirements - Risk Analysis – M_o_R •IT Service Continuity Strategy •Risk Response Measures , Off-site Storage, ITSCM Recovery Options Stage 3: Implementation •Organizational Planning •Testing •Walk-through, Full, Partial, Scenario Stage 4: On-going Operation •Education, awareness, training, review, testing, Change Management Stage 5: Invocation www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Business strategy, plans and financial plans, and information on their current and future requirements, IT information: from the IT strategy and plans and current budgets, A Business Continuity Strategy and a set of Business Continuity Plans: SLAs and SLRs Service continuity and recovery plans, ITSCM policy strategies , ITSCM plans , Emergency Response Plan, Damage Assessment Plan , Salvage Plan , Vital Records Plan, Crisis Management and Public Relations Plan, Accommodation and Services Plan , Security Plan IT service continuity management process owner IT service continuity management process manager IT Service Continuity Manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 21 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SD: Capacity Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge To ensure that the capacity of IT services and the IT infrastructure meets the agreed capacityand performance-related requirements in a cost-effective and timely manner. Meet both the current and future capacity and performance needs of the business. The proactive activities of capacity management include: •Pre-empting performance issues by taking the necessary actions before they occur •Producing trends of the current component utilization •Modelling and trending the predicted changes in IT services •Ensuring that upgrades are budgeted, planned and implemented •Actively seeking to improve service performance wherever it is cost-justifiable •Producing and maintaining a capacity plan •Tuning (optimizing) the performance of services and components. The reactive activities of capacity management include: •Monitoring, measuring, reporting and reviewing the current performance •Responding to all capacity-related ‘threshold’ events and instigating corrective action •Reacting to and assisting with specific performance issues www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Business information: from the organization’s business strategy, plans and financial plans, and information on their current and future requirements, Service and IT information: from Service Strategy, the IT strategy and plans and current budgets, covering all areas of technology CMIS, Capacity Plan, Service performance information and reports, Workload analysis and reports, Ad hoc capacity and performance reports, Forecasts and predictive reports, Thresholds, alerts and events Capacity management process owner Capacity management process manager Capacity Manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 22 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SD: Supplier Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Ensure that suppliers and the services they provide are managed to support IT service targets and business expectations. To raise awareness of the business context of working with partners and suppliers. Realise business benefit for the organization. •Definition of new supplier and contract requirements: •Evaluation of new suppliers and contracts: •Supplier and contract categorization and maintenance of the SCMIS: •Establishment of new suppliers and contracts: •Supplier, contract and performance management: •Contract renewal or termination Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA Business information: from the organization’s business strategy, plans and financial plans, and information on their current and future requirements, Supplier and contracts strategy, Supplier plans and strategies, Supplier contracts, agreements and targets, budgets SCMIS, Supplier and contract performance information and reports, Supplier and contract review meeting minutes, Supplier SIPs, Supplier survey reports 7 Step Improvement Method Measure & Report SWOT Analysis Roles Supplier management process owner Supplier management process manager Supplier Manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 23 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: SD: Information Security Management Contact us for an ad-free version Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge To align IT security with business security and ensure that the confidentiality, integrity and availability of the organization’s assets, information, data and IT services always matches the agreed needs of the business. •Production, review and revision of an overall Information Security Policy and a set of supporting specific policies •Communication, implementation and enforcement of the security policies •Assessment and classification of all information assets and documentation •Implementation, review, revision and improvement of a set of security controls and risk assessment and responses •Monitoring and management of all security breaches and major security incidents •Analysis, reporting and reduction of the volumes and impact of security breaches and incidents •Schedule and completion of security reviews, audits and penetration tests. www.mountainview-itsm.com Service Operation Event Inputs Incident Business information. Corporate governance and business security policies and guidelines, security plans, Risk Analysis and responses, IT information, Service information, Risk Analysis processes and reports, Details of all security events and breaches, Change information, CMS Outputs Security Management Policy, Security Management Information System (SMIS), Revised security risk assessment reports, Security controls, Audits and audit reports, Security test schedules and plans, Security breaches and major Incidents reports, Supplier security policies Request Fulfillment Problem Access Continual Service Improvement CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Information security management process owner Information security management process manager Security Manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 24 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: Service Transition (ST) Demand Financial Business Relationship Service Design Design Coordination Service Catalog Purpose ITIL Service Transition publication provides guidance for the development and improvement of capabilities for introducing new and changed services into supported environments and managing the complexity related to changes to services and service management processes, preventing undesired consequences while allowing for innovation. Service Level Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Service Operation Event ITIL Service Transition includes these key process: •Transition planning and support •Change management •Service asset and configuration management •Release and deployment management •Service validation and testing •Change evaluation •Knowledge management www.mountainview-itsm.com Service Transition describes how to transition an organization from one state to another while controlling risk and supporting organizational knowledge for decision support. It ensures that the value(s) identified in the service strategy, and encoded in service design, are effectively transitioned so that they can be realized in service operation. Incident Request Fulfillment Problem Access Continual Service Improvement CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 25 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: ST: Change Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. To respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption and re-work. •Planning and controlling changes •Change and release scheduling (working with release and deployment management when appropriate) •Communications •Change decision-making and change authorization •Ensuring that remediation plans are in place •Measurement and control •Management reporting •Understanding the impact of change •Continual improvement. www.mountainview-itsm.com Service Operation Event Inputs Incident Policy and strategies for change and release; Request for Change; Change proposal, Plans – change, transition, release, deployment, test, evaluation and remediation, Current change schedule and PSO, CMDB, release package, baseline, Test results, test report Outputs Rejected RFCs, Approved RFCs, Change to the services, service or infrastructure resulting from approved RFCs, CI, Change schedule, Revised PSO, Authorized change plans, Change decisions and actions, Change documents and records, Change Management reports. Request Fulfillment Problem Access Continual Service Improvement CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Change management roles, Change management process owner, Change management process manager, Change initiator, Change practitioner, Change authority, CAB member, CAB chair ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 26 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: ST: Service Asset & Configuration Mgmt Contact us for an ad-free version Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security To ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. I.e. details of how the assets have been configured and the relationships between assets. •Management and Planning •Configuration Identification •Configuration Control •Status Accounting and Reporting •Verification and Auditing Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Designs, plans and configurations from service design packages, Requests for change and work orders from change management, Actual configuration information collected by tools and audits, Information in the organization’s fixed asset register. New and updated configuration records, Updated asset information for use in updating the fixed asset register, Information about attributes and relationships of configuration items, for use by all other service management processes SACM process owner, SACM process manager, Configuration analyst, Configuration librarian ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 27 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: ST: Release and Deployment Management Contact us for an ad-free version Demand Financial Business Relationship Goal Service Design To plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by the business while protecting the integrity of existing services. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Release and deployment planning Plans for creating and deploying the release are created. This phase starts with change management authorization to plan a release and ends with change management authorization to create the release. Release build and test The release package is built, tested and checked into the DML. This phase starts with change management authorization to build the release and ends with change management authorization for the baselined release package to be checked into the DML . Deployment The release package in the DML is deployed to the live environment. This phase starts with change management authorization to deploy the release package to one or more target environments and ends with handover to the service operation functions and early life support Review and close Experience and feedback are captured, performance targets and achievements are reviewed and lessons are learned. www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Authorized RFC, Service package, SLP, SDP, including service model and SAC, IT service continuity plan and related business continuity plan, Service Management and operations plans and standards, Technology and procurement standards and catalogues Release and deployment plan, Completed RFCs for the release and deployment activities Service notification, Updated service catalogue with the relevant information about the new or changed service, New or changed Service Management documentation Release and deployment management process owner, Release and deployment management process manager, Release packaging and build practitioner, Deployment practitioner, Early life support practitioner, Build and test environment manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 28 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: ST: Service Transition Planning & Support Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change To provide overall planning for service transitions and to coordinate the resources that they require. Plan and coordinate the resources to ensure that the requirements of service strategy encoded in service design are effectively realized in service operation. •Acquire and test new configuration items (CIs) and components •Build and test •Service release test •Service operational readiness test •Deployment •Early life support •Review and close service transition. Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs Change proposal, Authorized change, Service design package: Release package definition and design specification, Test plans, Deployment plans, Service acceptance criteria (SAC). Transition strategy and budget, Integrated set of service transition plans. CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Service transition manager, Transition planning and support process owner, Transition planning and support process manager, Transition planning and support practitioner ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 29 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: ST: Service Validation and Testing Demand Financial Business Relationship Goal Service Design To provide objective evidence that the new/changed service supports the business requirements, including the agreed SLAs. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change •Validation and test management •Plan and design test •Verify test plan and test design •Prepare test environment •Perform tests •Evaluate exit criteria and report •Test clean up and closure Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem The Service Package, SLP, Service Provider Interface Definition, Service Design Package, Release and Deployment Plans , Acceptance Criteria , RFC Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Configuration baseline of the testing environment, Testing carried out (including options chosen and constraints encountered), Results from those tests, Analysis of the results, e.g. comparison of actual results with expected results, risks identified during testing activities. Service validation and testing process owner, Service validation and testing process manager, Service validation and testing practitioner, Contribution of other roles to service validation and testing ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 30 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: ST: Change Evaluation Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge To provide a consistent and standardized means of determining the performance of a service change in the context of likely impacts on business outcomes, and on existing and proposed services and IT infrastructure. Assess against its predicted performance. Identify risks. •Establish Change evaluation terms •Establish Change evaluation process •Create Evaluation plan •Understanding the intended effect of a change •Understanding the unintended effect of a change •Determine Factors for considering the effect of a service change •Evaluation of predicted performance •Evaluation of actual performance •Risk management •Evaluation report www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem SDP, including service charter and SAC, Change proposal, RFC, change record and detailed change documentation, Discussions with stakeholders, Test results and report Access Continual Service Improvement Outputs Interim evaluation report(s) for change management, Evaluation report for change management CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Change evaluation process owner Change evaluation process manager Change evaluation process practitioner ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 31 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: ST: Knowledge Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge To share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge. •Knowledge Management strategy •The governance model •Organizational changes underway •Establishing roles and responsibilities and ongoing funding •Policies, processes, procedures and methods •Technology and other resource requirements •Performance measures. •Knowledge transfer •Data, information and knowledge management •Using the service knowledge management system www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem All knowledge, information and data used by the service provider, as well as relevant business data. Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles knowledge required to make decisions and to manage the IT services, maintained within an SKMS.Service Knowledge Management Base, Service Operation and Operations Staff, Problem Management Staff and Transition Staff Knowledge management process owner Knowledge management process manager Knowledge management process practitioner, Knowledge creator ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 32 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: Service Operation (SO) Demand Financial Business Relationship Service Design Design Coordination Service Catalog Purpose The ITIL Service Operation publication provides guidance managing services in supported environments, achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer, the users and the service provider and how to maintain stability in service operation, allowing for changes in design, scale, scope and service levels Service Level Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Service Operation includes these key processes: •Event management •Incident management •Request fulfilment •Problem management •Access management Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Service Operation Event Incident Request Fulfillment The 4 key Functions are defined in the Service Operation publication, they are: •Service desk •IT operations management •Technical management •Application management www.mountainview-itsm.com Processes are cross-functional. Functions employ processes from across the Service Lifecycle. Problem Access Continual Service Improvement CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 33 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SO: Event Management Demand Financial Business Relationship Goal Service Design To manage events throughout their lifecycle. To detect events, make sense of them and determine the appropriate control action that is required by the event management process. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge •Instrument for Events that occur •Event Notification •Event Detection •Event logging •Determine First-level event correlation and filtering •Determine Event Significance •Determine Second-level event correlation •Determine if Further action required •Select a response •Reviewing actions •Event Closure www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Operational and service level requirements associated with events and their actions, Alarms, alerts and thresholds for recognizing events, Event correlation tables, rules, event codes and automated response solutions that will support event management activities Communication and escalation to those responsible for further action, Event log updates, Incident notification, Events that indicate the potential breach of an SLA or OLA objective, Alerts that indicate completion status, Populated SKMS with event information and history Process Owner, Process Manager, Event Manager ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 34 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SO: Incident Management Demand Financial Business Relationship Goal Service Design To restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge •Identification •Logging •Categorization •Prioritization •Initial Diagnosis •Escalation (Major Incident Handling) •Investigation and Diagnosis •Resolution and Recovery •Closure www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Incident record with details sourced from (for example) Service Desk, networks or computer operations, Configuration details from the Configuration Management Database (CMDB), Response from Incident matching against Problems and Known Errors, Resolution details RFC for Incident resolution; Incident record (including resolution and/or Work-arounds), Resolved and closed Incidents, Communication to Customers, Management information (reports) Process Owner, Process Manager, Incident Manager, Service Desk Manager, Service Desk Agent, Nth-line support ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 35 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SO: Request Fulfillment Demand Financial Business Relationship Goal Service Design Responsible for managing the lifecycle of all service requests from the users. Maintain user and customer satisfaction through efficient and professional handling of all service requests Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge •Receive request •Request logging and validation •Request categorization •Request prioritization •Request authorization •Request review •Request model execution •Request closure •Rules for reopening requests www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Work requests, Authorization forms, Service requests, RFCs, Requests from various sources such as phone calls, web interfaces or email, Request for information. Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Authorized/rejected service requests, Request fulfilment status reports, Fulfilled service requests, Incidents (rerouted), RFCs/standard changes, Asset/CI updates, Updated request records, Closed service requests, Cancelled service requests. Process Owner, Process Manager, Service Desk ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 36 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SO: Problem Management Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge To minimize the adverse impact of incidents and problems on the business that are caused by underlying errors within the IT Infrastructure, and to proactively prevent recurrence of incidents related to these errors. Determine the root cause of incidents and initiate actions to improve. •Problem Detection •Reactive Problem Management •Proactive Problem Management •Detecting Errors in the development •Problem Logging •Categorization •Prioritization •Investigation and Diagnosis •Workarounds •Raising a Known Error Record •Problem resolution •Problem Closure •Major Problem Review www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Incident Records via recurring incidents, Request Fulfillment feedback and metrics. All proactive Service Lifecycle processes such as Capacity, Availability Management Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Resolved problems and actions taken to achieve their resolution, Updated problem management records, RFCs to remove infrastructure errors, Workarounds for incidents, Known error records, Problem management reports, improvement recommendations Process Owner, Process Manager, Problem Manager Problem Solving Groups: technical support groups, suppliers support contractors ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 37 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: SO: Access Management Demand Financial Business Relationship Goal Service Design To provide the rights for users to be able to use a service or group of services. The execution of policies and actions defined in information security management. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition •Requesting Access •Verification •Provide Rights •Check and Monitor Identity Status •Log and Track access •Remove or Restrict Rights Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Information security policies (from service design), Operational and service level requirements , performing access management administrative activities and responding to access management related events, Authorized RFCs to access rights, Authorized requests Provision of access to IT services in accordance with information security policies Access management records and history of access granted to services Access management records and history where access has been denied Process Owner, Process Manager, Service Desk Technical and Application Management and Operations Management ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 38 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: Continual Service Improvement (CSI) Contact us for an ad-free version Demand Financial Business Relationship Service Design Design Coordination Service Catalog Purpose ITIL Continual Service Improvement provides guidance on creating and maintaining value for customers through better strategy, design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement. Service Level Availability IT Service Continuity Capacity Supplier ITIL Continual Service Improvement describes best practice for achieving incremental and large-scale improvements in service quality, operational efficiency and business continuity, and for ensuring that the service portfolio continues to be aligned to business needs. Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation. A closed loop feedback system, based on the Plan-Do-CheckAct (PDCA) cycle, is established. Feedback from any stage of the service lifecycle can be used to identify improvement opportunities for any other stage of the lifecycle. www.mountainview-itsm.com Other topics in ITIL Continual Service Improvement include service measurement, demonstrating value with metrics, developing baselines and maturity assessments. Service Operation Event Incident Request Fulfillment Problem Access Continual Service Improvement CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 39 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: CSI: Continual Service Improvement Approach Demand Financial Business Relationship Goal Service Design To align IT with the business. To assist with decision-making on what improvement initiatives make sense and add the greatest value back to the business. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Determine the vision To understand what the ultimate and long term aims are Determine where we are now Creates a baseline of data for services currently being delivered Determine where we want to be This is often expressed as business requirements. Determine how to get there What improvement initiatives are required in the short, medium and long term? These initiatives should be logged in the CSI register. Determine if we got there This is documented through monitoring, reporting and reviewing of service level achievements and actual performance against targets identified by the business requirements. www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Business vision, mission, goals and objectives, Baseline assessments, Measurable targets, Service & process improvement, Measurements & metrics Access Continual Service Improvement Outputs CSI Approach PDCA Business vision, mission, goals and objectives, Baseline assessments, Measurable targets Service & process improvement, Measurements & metrics, CSI Register 7 Step Improvement Method Measure & Report SWOT Analysis Roles Process Owner, Service Manager, CSI Manager, Service Owner Knowledge Management Process Owner Reporting Analyst ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 40 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: CSI: Deming Cycle – Plan Do Check Act Contact us for an ad-free version Demand Financial Business Relationship Goal Service Design The goal in using the Deming Cycle is steady, ongoing improvement. It is a fundamental tenet of Continual Service Improvement. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge Plan – Establishes goals for improvement including gap analysis, definition of action steps to close the gap and establishing and implementing measures to assure that the gap has been closed and benefits achieved. Do – Development and implementation of a project to close the gap. Implementation or improvement of processes and establishing the smooth operation of the process. Check – Comparison of the implemented environment to the measures of success established in Plan phase. The comparison determines if a gap still exists between the improvement objectives of the process and the operational process state. Act – The decision process to determine if further work is required to close remaining gaps, allocation of resources necessary to support another round of improvement. Project decisions at this stage are the input for the next round of the lifecycle, closing the loop as input in Plan. www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Business requirements, External requirements, Security requirements, Request for new service Service and process measurements Access Continual Service Improvement Outputs CSI Approach PDCA Improved employee morale, New changed services, More effective and efficient processes, Customer satisfaction, Business results, CSI Register 7 Step Improvement Method Measure & Report SWOT Analysis Roles Process Owner, Service Manager, CSI Manager, Service Owner Knowledge Management Process Owner Reporting Analyst ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 41 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: CSI: 7 Step Improvement Process Demand Financial Business Relationship Goal Service Design To collect, analyze, process relevant metrics from a process in order to determine its weakness and establish an action plan to improve the process. Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition Change Step 1 – Identify the strategy for improvement Step 2 – Define what you will measure Step 3 – Gather the data Step 4 – Process the data Step 5 – Analyse the information and data Step 6 – Present and use the information Step 7 – Implement improvement Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Access Continual Service Improvement Outputs CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Knowledge gained from presenting and using the information Agreed implementation plans (from Step 6) A CSI register for those initiatives that have been initiated from other sources. Service catalogue, SLRs, The service review meeting, Vision and mission statements, Corporate, divisional and departmental goals and objectives, Legislative requirements, Governance requirements, Budget cycle, Customer satisfaction surveys, CSI Register Process Owner, Service Manager, CSI Manager, Service Owner Knowledge Management Process Owner Reporting Analyst ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 42 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Service Strategy Strategy Management Portfolio ITILV3: CSI: Service Measurement and Reporting Contact us for an ad-free version Demand Financial Business Relationship Goal To monitor services and report on improvement opportunities Service Design Design Coordination Service Catalog Service Level Activities Availability •Objective (Availability, Reliability, Performance of the Service) •Developing a Service Measurement Framework •Different levels of measurement and reporting •Defining what to measure •Setting targets •Service management process measurement •Creating a measurement framework grid •Interpreting and using metrics •Interpreting metrics •Using measurement and metrics •Creating scorecards and reports •CSI policies IT Service Continuity Capacity Supplier Information Security Service Transition Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Service Measurement www.mountainview-itsm.com Service Reporting Knowledge •Reporting policy and rules Service Operation Event Inputs Incident SLA Targets, SLRs, OLAs, Contracts Request Fulfillment Problem Access Continual Service Improvement Outputs Service Improvement Program, SLAM Reports, CSI Register CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Process Owner, Service Manager, CSI Manager, Service Owner Knowledge Management Process Owner Reporting Analyst ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 43 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com
  • Contact us for an ad-free version Service Strategy Strategy Management Portfolio ITILV3: CSI: SWOT Analysis Demand Financial Business Relationship Goal Service Design Design Coordination Service Catalog Service Level Activities Availability IT Service Continuity Capacity Supplier Information Security Service Transition To develop a strategic planning tool used to evaluate the internal strengths, weaknesses, and external opportunities and threats involved in a project, business venture or any other situation requiring a decision. To provide a quick overview of a firm’s strategic situation. Strengths are internal attributes of the organization that are helpful to the achievement of the objective. Weaknesses are internal attributes of the organization that are harmful to the achievement of the objective. Opportunities are external conditions that are helpful to the achievement of the objective. Threats are external conditions that are harmful to the achievement of the objective. Change Asset & Configuration Release & Deployment Transition Planning, Support Validation & Testing Change Evaluation Knowledge www.mountainview-itsm.com Service Operation Event Inputs Incident Request Fulfillment Problem Core competencies, Financial resources, competition, technology, cost, facilities, distribution network, new market or segments, substitutes, regulations Access Continual Service Improvement Outputs SWOT Report, CSI Register CSI Approach PDCA 7 Step Improvement Method Measure & Report SWOT Analysis Roles Process Owners, Process Managers, Service Manager, CSI Manager, Service Owners ITIL ® is a Registered Trade Mark of the Office o f Government Commerce & Cabinet Office 44 Mountainview © Copyright Version 3.11.4 www.mountainview-itsm.com