Mapa mental ITIL


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Material oferece um mapa mental contendo os principais conceitos que caem na certificação ITIL.

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Mapa mental ITIL

  1. 1. ITIL V3 - At A Glance ® Service Strategy Service Design Service Transition Service Operation Continual ServiceDetermine PerspectiveForm a Position 3 3 Collect requirements Analyze 3 3 Plan and prepare Build and test 3 3 Monitor and control Manage activities 3 3 Improvement Plan 3Craft a Plan 3 Design 3 Testing and pilots 3 Generate metrics 3 Do 3Adopt Patterns of Action 3 Evaluate 3 Transfer, deploy, retire 3 Provide reports 3 Check 3 Procure and/or develop 3 Review and close 3 Act 3Key Principles Key Principles Capacity Management Key Principles Evaluation Key Principles Event Management Key Principles Service Lifecycle Five design aspects (Business, service and Policies for service transition Management IT services vs. technology s Generate event notification Organizational change Value: Utility and warranty - Service portfolio design component) Managing communications components s Detect event Service measurement s Plan evaluation Service Assets: Resources and - Definition of requirements and and commitment Stability vs. responsiveness s Filter event Assessments and benchmarking s Review current capacity s Evaluate predicted performance capabilities design of service solutions Managing organization Quality vs. cost s Categorize event Governance s Improve capacity and stakeholder change s Evaluate actual performance Systems, processes, roles, units - Technology and architectural Reactive vs. proactive s Correlate events Deming cycle and functions s Assess, agree and document Stakeholder management Organizational structures Service provider types design - Process design requirements Big bang vs. phased Service Asset and Operational health s Trigger response CSI model s Select response Value networks - Measurement design s Plan new capacity Push vs. pull Configuration Communication s Review actions 7-Step ImprovementStrategy Generation Service oriented architecture Information Security Automation vs. manual Service V model Management Documentation s Close event Process Business service management s Management and plannings Define the market Service design models Management Data-Information-Knowledge- Wisdom s Configuration identification Request Functions s Define what you should measure s Define what you can measures Develop the offerings People, Processes, Products / s Produce and maintain information s Configuration control Fulfillment s Service Desks Develop strategic assets Technology and Partners security policy s Gather datas Prepare for execution (the 4 Ps) s Implement security policy Release and Deployment s Status accounting and reporting s Select and input details of service - Single point of contact s Process data s Verification and audit request - Local, Central, Virtual, Follow the s Assess and classify information Management Sun s Analyze dataService Portfolio Service Catalogue assets s Approve service request Management s Implement and improve security s Plan deployment of release package Service Validation and s Fulfill service request s IT Operations Management s Present and use informationManagement controls s Prepare for build test and deployment Testing Management s Close service request - IT operations control s Implement corrective action s Agree service definition s Build and test - Console managements Define s Monitor and manage securitys Analyze s Agree contents breaches s Test service and conduct pilot s Manage validation and test Incident Management - Job scheduling Service Measurement s Produce and maintain service s Plan and prepare for deployment s Plan and design testss Approve s Reduce security breaches s Identify incident - Backup and restore s Develop a service measurement catalogue s Perform and transfer, deployment, s Verify test plan and test designss Charter s Perform reviews, audits and s Log incident - Print and output framework s Interface with stakeholders penetration tests and retirement s Prepare test environment s Categorize incident - Facilities management s Define what to measure s Verify deployment s Perform testsRisk Management Service Level IT Service Continuity s Support early life s Evaluate exit criteria and report s Prioritize incident s Technical Management s Set targets s Review and close deployment s Clean up test environments and s Carry out initial diagnosis - Manage technical knowledge s Create a measurements Analyze risk Management Management close s Escalate incident - Plan, implement and maintain framework grids Manage risk s Interpret and use metrics s Determine requirements and agree s Initiate project Change Management s Investigate and diagnose incident stable infrastructureDemand Management SLAs s Determine requirements and s Create and record Request For Key Documents s Resolve and recover incident s Applications Management s Create scorecards and reports s Monitor and report produce strategy s Close incident - Manage applications knowledges Analyze and codify Patterns of s Improve customer satisfaction s Develop plans and implement Change (RFC) s Review RFC 2 Service transition policies and plans - Ensure applications are Service Reporting Business Activity (PBA) s Conduct service reviews strategy s Assess and evaluate change 2 Service Design Package (SDP) Access Management appropriately designed, resilient s Define reporting policies and ruless Match User Profiles (UP) s Revise SLAs and underpinning s On going operation and effective s Authorize change 2 Service Acceptance Criteria (SAC) s Request access s Collates Develop service packages agreements s (Invoke the continuity plan) - Provide support resource s Plan updates 2 Change and configuration s Verify request s Translate and applys Define Service Level Packages s Develop relationships s Coordinate change implementation management policy, plans and s Provide rights s PublishFinancial Management s Maintain templates Key Documents s Review and close change reports s Monitor identity status and maintain Key Documents Supplier Management 2 Service design policies and plans 2 Change schedule users, roles and groups 2 Service operation policies and Key Documentss Valuate services 2 Service Acceptance Criteria (SAC) Transition Planning and 2 CAB agenda and minutes s Log and track access plans 2 Continual service improvements Model demand s Evaluate and Service Level Requirements 2 Configuration model s Remove or restrict rights 2 Event management policy, plans policies and planss Optimize service portfolio s Establish (SLR) Support 2 Configuration baselines and status s Maintain directories and reports 2 Corporate and IT vision, mission,s Optimize service provisioning s Manage performance 2 Service Design Package (SDP) s Define transition strategy reports 2 Incident management policy, plans goals and objectivess Plan s Renew and/or terminate 2 Solution designs s Prepare for service transition 2 Release policy, plans, packages and documentation Problem Management and reports 2 Critical Success Factors (CSF)s Analyze service investments s Categorize suppliers and maintain 2 Architectures and standards s Plan and coordinate service 2 Incident models 2 Key Performance Indicators (KPI) 2 Service quality policy, risk policy, s Detect problems Account SCD 2 Service level policy, plans and transition 2 Major incident procedure and metrics test strategy, test models, test s Log problems Comply reports s Advice plans and test reports 2 Request fulfillment policy, plans 2 Service level targets s Categorize problems Analyze Variable Cost Dynamics Availability 2 Service Level Agreements (SLA) s Provide administration 2 Build plans and documentation s Prioritize problem and reports 2 Balanced scorecard (VCD) and Operational Level Agreements 2 Request models 2 Management (OLA) s Monitor and report progress 2 Evaluation plans and reports s Investigate and diagnose problem 2 Problem management policy, plans SWOT analysis 2 Deployment plans and reports 2 Service Improvement Plans (SIP)Key Documents (Reactive and proactive) 2 Service Improvement Plan (SIP) Service Knowledge s Find a workaround and reports 2 Business case 2 Availability policy, plans, design 2 Transition closure report s Raise a known error 2 Problem models2 Service objectives, strategies, s Monitor, measure, analyze, report criteria, risk analysis and reports Management 2 Knowledge management strategy 2 Reporting policies and rules policies and plans and review s Resolve problem 2 Process manuals 2 Reports s Investigate and instigate 2 Capacity policy, plans, forecasts s Define knowledge management s Close problem 2 Technical documentation2 Service definition, classification and reports and visualization s Assess and manage risk strategy s Review major problem 2 Operational procedures and 2 Business and IT service continuity s Transfer knowledge instructions2 Service models s Implement countermeasures policy, strategy, plans, risk and2 Option space s Plan and design business impact analysis and reports s Manage data and information 2 Functional documentation2 Business Impact Analysis (BIA) s Review and test 2 Business and information security s Maintenance of Knowledge Items (KIs) 2 User guides policy, strategy, plans, risk analysis, s Maintain Service Knowledge2 Financial plan Management System (SKMS)2 Business case classification, controls and reports2 Patterns of Business Activity 2 Supplier and contracts policy, (PBA) strategy, plans and reports2 Visit User Profiles (UP)2 Service packages2 Service Level Packages (SLP) for more Free Resources and Course Details ITIL® is a Registered Trade Mark of the Office of Government Commerce. IT Training Zone LTD is an APMG accredited Training provider