Mountainview ITSM: ITIL Key Inputs and Outputs

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ITIL Key Inputs and Outputs
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Mountainview ITSM: ITIL Key Inputs and Outputs

  1. 1. ITIL® V3 Service Lifecycle Inputs & Outputs ITIL V3 Service Lifecycle Key Inputs and Outputs © Crown copyright 2007 Reproduced under licence from OGC 1 TOC Mountainview Copyright Training, Courseware, Consultancy
  2. 2. ITIL® V3 Service Lifecycle Inputs & Outputs Use of Mountainview Copyright Material  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 » Mountainview is officially accredited as an Accredited Courseware Provider by EXIN, the Examination Institute for Information Science » Mountainview is officially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced and Expert by EXIN, the Examination Institute for Information Science © Crown copyright 2007 Reproduced under licence from OGC 2 TOC Mountainview Copyright Training, Courseware, Consultancy
  3. 3. ITIL® V3 Service Lifecycle Inputs & Outputs 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  PRINCE® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries  SSADM® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom  PMBoK® is a Registered Trade Mark of the Project Management Institute  COBIT® is a Registered Trade Mark of ISACA and the IT Governance Institute © Crown copyright 2007 Reproduced under licence from OGC FB: 3 TOC Mountainview Copyright Training, Courseware, Consultancy
  4. 4. ITIL® V3 Service Lifecycle Inputs & Outputs Table of Contents Service Strategy Service Strategy Define Market Service Design Service Design Service Transition Service Transition Define Offering Catalog Service Level Change Configuration Execution Prep Define Assets Capacity Availability Release Evaluation Portfolio Demand Continuity Security Testing Transition Support Risk Financial Strategy Creation Supplier Knowledge Service Operation Service Operation Continual Service Improvement Continual Service Improvement Incident Request CSI Model PDCA Problem Access 7 Step Method Measure & Report Event © Crown copyright 2007 Reproduced under licence from OGC 4 TOC Mountainview Copyright Training, Courseware, Consultancy
  5. 5. ITIL® V3 Service Lifecycle Inputs & Outputs Service Strategy Money, Services, Strategies, Customers, Economy, Opportunities, Patterns of Business Activity, User behavior, Capabilities, Resources, Constraints, Conflicts, Customer assets, Customer Assets; Customer Outcomes / Wants / Needs Inputs Strategy Creation Define Market Define Offering Execution Prep Value creation, Decision on investments, AssetValue creation, Decision on investments, Assetbased Services, Utility-based Services, based Services, outcomes, Services, Identification of businessUtility-basedUnderstanding Identification of understanding of opportunities of customers, business outcomes, Understanding of customers, understanding of opportunities Define Assets Strengths, Weaknesses, Distinctive Competencies, Strengths, Weaknesses, Distinctive Competencies, Business Strategy, Threat and Opportunities, Business Strategy, Threat Critical Success Prioritization of Investments,and Opportunities, Prioritization of Investments, Critical Success Factors Factors Closed-loop system, Service Design Requirements, Closed-loop system, Service Design Requirements, Service Transition Requirements, Service Operation Service Transition Requirements, Service Operation Requirements, Perspective, Position, Plan and Requirements, Perspective, Position, Plan and Pattern Pattern Portfolio Demand Risk Inventories; Business Case; Service Portfolio; Inventories; Value Proposition; Prioritization; Authorization; Business Case; Service Portfolio; Authorization; ValueResource allocation Communication; Proposition; Prioritization; Communication; Resource allocation Identification of Market space, Outcome-based Identification of Market space, Outcome-based definition of services, Matching of Service portfolio to definition of services, Matching (Service Pipeline, market space, Service Portfolio of Service portfolio to market space, Service Portfolio (Service Pipeline, Service Catalogue, Retired Services), Business Service Catalogue, of risks, Pricing, Lines of cases, Identification Retired Services), Business cases, Identification of risks, Pricing, Lines of Service (LOS) Service (LOS) Financial Contract risk, Design Risk, Operational Risks, Contract risk, Design Risk, Operational Risks, Market Risks, Service Provider Risks, Transfer of Market Risks, Service Provider Risks, Transfer of Risk Risk Core Service Packages; Service Level Packages; Core of Service, Verified Patterns of Business Lines Service Packages; Service Level Packages; Lines of Service, VerifiedProfiles of Business Activity, User Patterns Activity, User Profiles Service Valuation, service provisioning optimization, Service confidence, service investment analysis, planningValuation, service provisioning optimization, planning confidence, service fees, compliance, accounting, budgets, charges, investment analysis, accounting, budgets, charges, fees, compliance, service provisioning models service provisioning models Outputs Perspective (Value), Position (Policies), Plans, Patterns of Action, Service Valuation (Provisioning Value); Demand Models; Service Portfolio; Service Provisioning Optimization (SPO); Operating and Capital Plans; Regulatory and Environmentally-rated Plans; Service Investment Analysis; Compliance; Variable Cost Dynamic © Crown copyright 2007 Reproduced under licence from OGC 5 TOC Mountainview Copyright Training, Courseware, Consultancy
  6. 6. ITIL® V3 Service Lifecycle Inputs & Outputs Service Design Service Strategy; Corporate visions, strategies, objectives, policies and plans, business visions, strategies, objectives and plans, including Business Continuity Plans (BCPs), 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, Service Level Requirements, Business information: business strategy, financial plans, Business Impact Analysis: impact, priority, risk and urgency, The Service, Customer and user feedback and comments Inputs The documentation and agreement of a ‘definition of The documentation to the Service Portfolio: Status the service’, Updates and agreement of a ‘definition of the service’, Updates to the Service Portfolio: Status of all services and requirements for services, The of all servicesService Catalogue for services, The and requirements Service Catalogue Catalog Service Level Business information: business strategy, financial Business information: Analysis: impact, financial plans, Business Impact business strategy,priority, plans, urgency, The Service Portfolio, Pipeline risk and Business Impact Analysis: impact, priority, risk and urgency, The Service Portfolio, Pipeline and Service Catalogue, Change information: and Service of changes, CMS, information: forward schedule Catalogue, ChangeCustomer and forward schedule of changes, CMS, Customer and user feedback and comments user feedback and comments CMS, Capacity Plan, Service performance CMS, Capacity Plan, Service analysis and information and reports, Workloadperformance information and reports, Workload analysis and reports, Ad hoc capacity and performance reports, reports, Ad predictive reports, Thresholds, alerts Forecasts andhoc capacity and performance reports, Forecasts and predictive reports, Thresholds, alerts and events, CDB and events, CDB Capacity Availability The Availability Management Information System The Availability Management Information and (AMIS), The Availability Plan, Availability System (AMIS), The Availability Plan, Availability and recovery design criteria and proposed, service recovery new or changed services, Service targets fordesign criteria and proposed, service targets for new or changed services, Service availability, reliability and maintainability reports of availability, reliability and maintainability reports of achievements, Component availability achievements, Component availability Service continuity and recovery plans, ITSCM policy Service continuity plans , Emergency ITSCM policy strategies , ITSCMand recovery plans, Response strategies , ITSCM plans Emergency Response Plan, Damage Assessment, Plan , Salvage Plan , Plan, Damage Assessment Plan , Salvage Plan , Vital Records Plan, Crisis Management and Public Vital Records Plan, Crisis Management and Public Relations Plan, Accommodation and Services Plan , Relations Plan, Accommodation and Services Plan , Security Plan Security Plan Continuity Security Security Management Policy, Security Security Management Policy, Security Management Information System (SMIS), Revised Management Information System (SMIS), Revised security risk assessment reports, Security controls, security risk assessment reports, Security controls, Audits and audit reports, Security test schedules Audits and audit breaches and major Incidents and plans, Securityreports, Security test schedules and plans, Security breaches and major Incidents reports, Supplier security policies reports, Supplier security policies Supplier The Supplier and Contracts Database (SCD), The Supplier and Contracts Database (SCD), Supplier and contract performance information and Supplier and contract performance information and reports, Supplier and contract review meeting reports, Supplier and contract review Plans minutes, Supplier Service Improvementmeeting minutes, Supplier Service Improvement Plans (SIPs), Supplier survey reports (SIPs), Supplier survey reports Outputs Service Design Package: Requirements, Service Design. Organizational Readiness Assessment, Service Lifecycle Plan © Crown copyright 2007 Reproduced under licence from OGC 6 TOC Mountainview Copyright Training, Courseware, Consultancy
  7. 7. ITIL® V3 Service Lifecycle Inputs & Outputs Service Transition Service Design Package: Service definition; Service structure; Financial/economic/cost model, resources, escalation procedures and critical situation handling procedures, Design and interface specifications, Release design, Deployment plan, Acceptance Criteria, 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, Change requests, purchase orders, acquisitions and service requests. Inputs Rejected RFCs, Approved RFCs, Change to the Rejected RFCs, Approved RFCs, Change to the services, service or infrastructure resulting from services, service or infrastructure resulting from approved RFCs, CI, Change schedule, Revised approved RFCs, CI, Change Change decisions PSO, Authorized change plans, schedule, Revised PSO,actions, Change documents and records, and Authorized change plans, Change decisions and actions, Change documents and records, Change Management reports Change Management reports Change Configuration Release and deployment plan, Completed RFCs for Release and deployment plan, Completed RFCs for the release and deployment activities the release and deployment activities Service notification, Updated service catalogue with Service notification, Updated the new or changed the relevant information about service catalogue with the relevant information about the Management service, New or changed Service new or changed service, New or changed Service Management documentation documentation Release Evaluation Configuration baseline of the testing environment, Configuration out (including options environment, Testing carried baseline of the testingchosen and Testing encountered), Results from chosen and constraintscarried out (including optionsthose tests, constraints the results, e.g.Results from those tests, Analysis of encountered), comparison of actual Analysis expected results, comparison of actual results with of the results, e.g.risks identified during results with expected results, risks identified during testing activities testing activities Testing Transition Support SACM provides input to all ITSM processes; SACM provides input to all ITSM processes; Assets, CMDB, Audit reports; Identification of CIs Assets, CMDB, Audit reports; Identification of CIs Knowledge Service Portfolio , Service package, Service Service Portfolio , Test results and Service Acceptance Criteria;Service package, report; Acceptance Evaluation report Criteria; Test results and report; Evaluation report Policies, processes and practices; service provider Policies, processes Roles and responsibilities, interfaces (SPIs), and practices; service provider interfaces (SPIs), planning and estimation, Transition resource Roles and responsibilities, Transition resource planning and estimation, Transition preparation and training requirements, Transition preparation and training requirements, The release and change authorization, The release and change authorization, Management Information, Transition Plan Management Information, Transition Plan Service Knowledge Management Base Service Knowledge Management Base Service Operation and Operations Staff Service Operation and Operations Staff Problem Management Staff and Transition Staff Problem Management Staff and Transition Staff Outputs Approved service release package and associated deployment packages, Updated Service package, Updated Service Portfolio and service catalogue, Updated contract portfolio, Documentation for a transferred or decommissioned service. © Crown copyright 2007 Reproduced under licence from OGC 7 TOC Mountainview Copyright Training, Courseware, Consultancy
  8. 8. ITIL® V3 Service Lifecycle Inputs & Outputs Service Operation Networks or computer operations , CMDB, Response from Incident matching against Problems and Known Errors, Resolution details, Response on RFC to effect resolution for Incident(s), SKMS, SLA, OLA, UC, Service Catalogue, Design, Operational procedures, Incident 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, Service Desk, Incident Management Inputs RFC for Incident resolution; updated Incident record RFC for Incident resolution; updated Incident record (including resolution and/or Work-arounds), (including resolution and/or Work-arounds), Resolved and closed Incidents, Communication to Resolved and closed Incidents, Communication to Customers, Management information (reports) Customers, Management information (reports) Incident Request Self Help systems, Standard Operating Self Help systems, Standard Operating Procedures, Approvals, Changes Procedures, Approvals, Changes Problem Access Management Information, Problem Records , KEDB, Management Information,Change Management Work-around , RFCs to Problem Records , KEDB, Work-around , RFCs to Change Management Management Information; Confidentiality, Integrity, Management Information; Confidentiality, Integrity, Assess to Information, Identity; User information Assess to Information, Identity; User information Event Incident Management, SNMP messages, which Incident Management, SNMP messages, which are a standard way of communicating technical are a standard the of communicating technical information about waystatus of components of an information about the status of components of an IT Infrastructure, Management Information Bases IT Infrastructure, Management Information Bases (MIBs) of IT devices, Vendor’s monitoring tools (MIBs) of IT devices,software monitoring tools agent Vendor’s agent software Outputs RFC for Incident resolution; updated Incident record (including resolution and/or Work-around) Resolved and closed Incidents, Communication to Customers, Management information (reports). © Crown copyright 2007 Reproduced under licence from OGC 8 TOC Mountainview Copyright Training, Courseware, Consultancy
  9. 9. ITIL® V3 Service Lifecycle Inputs & Outputs Continual Service Improvement Business Requirements, SLAs, OLAs UCs , Incidents, CFIA, FTA, Management of Risk, AMIS, Application Sizing, Change Model, Change schedules , CMS, Security Policy, Cost Model, Service strategy plans, AM Plan, Configuration Plan, Problem reviews, Modelling, CMIS, PSO Inputs Business vision, mission, goals and Business Baseline assessments, objectives, vision, mission, goals and objectives, Baseline assessments, Measurable targets Service & process Measurable targets Service & process improvement, Measurements & metrics, improvement, Measurements & metrics, Current state, Future state, Roadmap to the Current state, Future state, Roadmap to the Future state, Achievement KPIs, Action Plans Future state, Achievement KPIs, Action Plans for continuous improvement for continuous improvement Required measures, realistic measures, Required measures, realistic measures, Collected data, statistical analysis, Collected data, statistical analysis, Improvement alternatives, recommendations, Improvement alternatives, recommendations, action plans action plans CSI Model PDCA Improved employee morale, New changed Improved employee morale, New changed services, More effective and efficient services, More effective and Business processes, Customer satisfaction, efficient processes, Customer satisfaction, Business results results 7 Step Method Measure & Report Process and Service oriented Key Process Indicator, Critical Success Performance and Service oriented Key Performance Indicator, Critical Success Factors, SLA Reports, SCD Reports, AMIS Factors, SLA Reports, SCD Reports, AMIS Report, CDB Reports, Evaluation Reports Report, CDB Reports, Evaluation Reports Outputs Service Management process recommendations, Audits, Reports, Updated Availability and Capacity Plans, Monitoring procedures, Identified tools to use, Monitoring plan, Input on IT capability, Collection of data, Agreement on the integrity of the data, Improvements to Service Management, Services and Processes © Crown copyright 2007 Reproduced under licence from OGC 9 TOC Mountainview Copyright Training, Courseware, Consultancy

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