ITIL

1. CA Service Management
Process Maps ca.com/ITIL
IT Service Continuity Management Service Level Management Service Catalog Management Availability Management Information Security Management
IT Service Continuity Management (ITSCM) assures and supports overall Business Service Level Management ensures that an agreed level of IT service is provided for all Service Catalog Management is the development and upkeep of a service catalog that Availability Management ensures that the level of service availability delivered in all Information Security Management ensures the alignment of IT and business security and
Continuity Management by ensuring that the required IT technical and service facili- current IT services, and that future services are delivered to agreed achievable targets. contains all accurate details, the status, possible interactions and mutual dependencies of services is matched to or exceeds the current and future the agreed needs of the business that information security is managed effectively in all services and service management
ties can be recovered within required and agreed upon business time-frames. all current services and those being prepared to run operationally. in a cost effective manner. activities.
PROCESS ACTIVITIES PROCESS AUTOMATION
PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION PROCESS ACTIVITIES PROCESS AUTOMATION
Design SLA framework CA Service Catalog; CA Service Desk Mgr
CA NSM; CA SPECTRUM; CA eHealth; Service portfolio management CA Clarity CA NSM; CA SPECTRUM; CA eHealth; CA Access Control; CA Identity Mgr;
Monitor performance and customer CA NSM; CA SPECTRUM; CA eHealth; Monitor services Maintain policy
Determine vulnerabilities CA Wily APM; CA IT Asset Mgr; CA Insight Database Performance CA Orchestria DLP
satisfaction CA Wily APM; CA Access Control; Build catalog contents CA Service Catalog
CA Storage Resource Mgr (SRM)
Methods and techniques CA Service Desk Mgr; CA CMDB Assess and classify assets CA Policy and Configuration Mgr
Service review and revise SLAs and CA NSM; CA SPECTRUM; CA Wily APM; Business service views CA Clarity PPM; CA CMDB
Assess risk CA Service Catalog; CA CMDB
Operational Level Agreements (OLA) CA Software Compliance Mgr Analyse and test CA Wily APM; CA Service Metric Analysis; Set security controls CA Access Control; CA GRC Mgr
Technical service views CA CMDB; CA Cohesion; CA IT Client Mg
CA SRM; CA ARCserve Backup Option;
Build Monitor issues CA Service Metric Analysis CA Service Desk Mgr; CA Access Control; CA Security Command Center;
CA High Availability Publish live services CA Service Catalog Proactive management Manage security incidents
CA Data Center Automation CA Service Desk Mgr
CA Service Desk Mgr;
CA Service Desk Mgr; CA CMDB; CA Report achievements
Test CA Service Metric Analysis Input: Key Process Relationships and Integration Review and audit CA Audit; CA Network Forensics
SRM; CA ARCserve Backup Option Input: Key Process Relationships and Integration
• Business and IT strategy and plans Service Portfolio Management — to agree
Input: Key Process Relationships and Integration • Business impact analysis • Business availability requirements, Service Asset and Configuration
Contents of portfolio & catalog risk and impact analysis Input: Key Process Relationships and Integration
Input: Key Process Relationships and Integration • Business requirements • Service portfolio Management — uses the CMS to identify
Change Management — SLA can define • Service information from service • Business strategy, security policies, and Incident and Problem Management —
• Business impact analysis Incident Management — provides historical • Change information • CMS ITSCM — business dependencies and wrong CI’s and to determine the impact of • IT and service information
• Risk and vulnerability assessments agreements for responding to change. portfolio, service catalog and SLM details to diagnose and resolve security issues
details or statistics on IT service deficiencies • Configuration Management System processes problems and solutions. • Risk analysis, events and SLA breaches
• Business continuity strategy and plan IT Service Continuity Management — Output: processes ITSCM — reviewing impact of business risk
Change Management — ensures currency Output: • ocumentation and agreement of a
D Service Asset and Configuration Service Level Management — assists SLM in
minimum required service levels in case of an Output: Output: Service Level Management — security
Output: and accuracy of the IT continuity plans • eports demonstrating performance
R “definition of the service” Management — service dependencies, determining the availability objectives. • nformation security management
I
• ontinuity plan
C emergency. • Availability improvement plans requirements in SLR’s and SLA’s
against SLA • pdated service portfolio and catalog
U components and CI’s policy
• Recovery plans Service Level Management — provides • ervice quality and performance
S Financial Management — supplies cost • Availability/recovery design criteria Capacity Management — supplies infor-
Service Level Management — business • Revised security risk assessment Change Management — determining the
• Risk reduction plans critical information about IT service improvement plans associated with providing a service together • eport on achieved availability,
R mation on changes in capacity that effects
alignment • Security controls, audits and reports possible impact of changes on security
obligations with charging methods. reliability and maintainability availability.
Capacity Management Change Management
Service Catalog
Capacity Management ensures that cost-justifiable IT capacity in all areas of IT always Management Change Management ensures that standardized methods and procedures are used for
exist and is matched to the current and future agreed needs of the business in a timely the efficient and prompt handling of all changes in order to minimize the impact of any
manner.
Service Design Availability
related incident upon service.
PROCESS ACTIVITIES PROCESS AUTOMATION Management Maintain PROCESS ACTIVITIES PROCESS AUTOMATION
The Service Design process map provides guidance Business
Services
CA NSM; CA IT Asset Mgr; CA Storage Request For Change (RFC) analysis CA Service Desk Mgr; CA CMDB
Monitor Demand
Resource Mgr (SRM)
for designing and developing of services and service
CA Service Desk Mgr; CA CMDB;
CA Clarity Service Management and
management processes, and covers design principles Test
Deliver
Required
Prioritize and categorize
CA Clarity Demand/Portfolio Mgr
Build plan Monitor
Resource Management and methods for converting strategic objectives into Services
Resources
Build schedule and impact analysis CA Service Desk Mgr
Analyze performance CA Service Metric Analysis portfolios of services and service assets. Build
Evaluation/Decision by Change Advisory
Specify CA Service Desk Mgr
Forecast Requirements CA Performance Management; CA SRM Methods/ Continuity
Adjust and Tune
Board (CAB)
Techniques Requirements
Model, trend, adjust and tune CA Service Desk Mgr; CA CMDB Organizations should use guidance provided in Service Schedule change CA Service Desk Mgr
Design to first review which elements of these pro- Set Security
Controls
Input: Key Process Relationships and Integration Input: Key Process Relationships and Integration
• Inform Capacity Management about Incident and Problem Management — cesses they have in place, before trying to change and Assess
Classify Assets
Forecast
Requirements
Model/Trend • RFC’s from the Problem Management Incident Management — RFC to reduce
incidents due to capacity problems process or submitted independently
• Business capacity requirements
provides details to diagnose or resolve improve design capabilities for service management. Document • CMDB
effects of incidents
capacity problems Service CH Problem Management — RFC to reduce
• Component performance and capacity O
Definition • Forward Schedule of Change (FSC)
information Service Level Management — advises SLM Info. Security Service Portfolio
effects of solutions or workarounds
D
Management
EC
Maintain
Output:
on the feasibility of service levels Management Policy
Release and Deployment Management —
K
Analyze
Output: Performance
Build Catalog
• pdated Forward Schedule of Change
U
• apacity plan
C Availability Management — Output of Analyze Contents • Filtered RFC’s and approved RFC’s development and distribution of a new set of
• orkload analysis and reports
W activities is use for Capacity planning Assess Risk
Test
Manage
Security Incidents • CAB minutes and action plans software applications or hardware via RFC.
Proactive Review
Capacity Determine
Management and Audit
Management Build Plan
Release and Deployment Management Service Asset and Configuration Management
Vulnerabilities
Mitigate Risk
Business
Demand
Service
Views Financial Service Level
AN
A
Management Management
Management
CT
Release and Deployment Management is to deploy releases into production and Monitor
PL Technical
Service
Optimize
Availability
Service Asset and Configuration Management provides a logical model of the IT
Demand
establish effective use of the service in order to deliver value to the customer and be Views Infrastructure . In this model the IT services are related to the different IT components
able to hand over to service operations. needed to supply these service.
Revise Service Customer Monitor Design SLA
SLAs / OLAs Review Satisfaction Performance Framework
Publish
PROCESS ACTIVITIES PROCESS AUTOMATION Manage
Issues Live Services PROCESS ACTIVITIES PROCESS AUTOMATION
Planning and preparation CA Software Change Mgr Catalog
Manage and plan CA CMDB; CA Cohesion
Operational
Manage build / release CA Software Change Mgr; CA CMDB IT Service Services CA CMDB; CA Cohesion; CA Data Center
Identify configurations
Report
Continuity Automation
CA Software Change Mgr; CA IT Asset Achievements
Deploy Management
Mgr; CA Data Center Automation Mgr CA Service Desk Mgr; CA Software
Configuration control
Change Mgr; CA IT Client Mgr
CA Service Desk Mgr; CA SPECTRUM; Meet Business
Verify Requirements
CA NSM; CA eHealth; CA Wily APM CA Service Desk Mgr;
Status reports and audit
CA Software Compliance Mgr
Input: Key Process Relationships and Integration
• Authorized RFC Change Management — initiates process by Input: Key Process Relationships and Integration
• Service Package including service model providing an authorized RFC
Schedule Maintain Accurate Service • RFC’s
Change Service Configurations
Validation Change Management — for business
• Procurement plans, standards and • Updates to Configuration Item’s (CI)
catalogs Service Asset and Configuration Release and and Testing impact analysis
and new assets
Management — throughout the deployment
Service Transition Financial Management — for costs,
CAB Review
• Build models; release policy Deployment Output:
process updates CI status and the CMS Management Execute depreciation, maintenance and repairs
Output: (Emergency/ • pdated Configuration Management
U
• elease and deployment plans
R Knowledge Management / Service Desk — Standard) Audit
Adopt System (CMS) Availability Management — to help
The Service Transition process map shows the processes
Best Practices
• pdated service catalog
U known error information of changed service Evaluation/ determine points-of-failure
Decision
• ew tested service capability
N captured in SKMS and made available to
Service Desk associated with developing and improving capabili- Planning
Business
Responsiveness
ties for the transition of new and modified services to Validate
Verify
Transition Planning and Support production. It details how the requirements of Service Impact
Analysis
Service Validation and Testing
Strategy encoded in Service Design are realized in Transition
Planning and Status
Reports
Transition Planning and Support include: planning and coordinating resources to ensure Service Operation while controlling the risks of failure. Support
O Service Portfolio
CH Service Validation and Testing provides services that add value to customers and their
specifications for the service design are realized, and starting with the transition phase, Management
business.
D
EC
Develop
Strategy Ensure
identify, manage and limit risks that could interrupt the service.
K
Organizations focused on managing the complexity Preparation Release
Value
PROCESS ACTIVITIES PROCESS AUTOMATION
related to transitioning new and changed services
Perform
Preparation Tests
PROCESS ACTIVITIES PROCESS AUTOMATION and Planning
Build Verify CA Service Desk Mgr; CA Software
Develop strategy CA Project Portfolio Management (PPM) to production should carefully study the guidance Schedule Adopt best practices
Change Mgr
Knowledge
Preparation and planning CA Service Desk Mgr; CA CMDB provided in this ITIL phase. Transfer
CA Service Desk Mgr; CA CMDB;
Validate and verify
CA Software Change Mgr
Knowledge transfer CA Service Desk Mgr; CA CMDB Demand Financial Deploy
AN
Management Management
CA Service Desk Mgr; CA CMDB;
A
Prioritize Configuration CT
Monitor and report CA Service Desk Mgr Change PL Control
Perform tests
CA IT Client Mgr
Management Manage