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1. Processes
Customer
Management
Employees
Products
ITIL ®
is a Registered Trade Mark, and Registered Community Trade Mark of The Office of Government Commerce
Identifying the customer
and their expectations
-
Identifying IT services
-
Creating a vision for IT (
IT & business together)
-
Setting high level goals
Strategy and Vision
Awareness
& motivation
campaign
about vision
& goals.
Awareness
People
Assessment
Tool
Assessment
Process
Assessment
Initial
Assessment
Stakeholder
Analysis
Design &
Preparation
ITSM
management
workshops
ITSM
trainingDevelop an
ITSM Roadmap
Planning
Short listing of
tools
Management
coaching
Process
workshops and
coaching
Implementation
Implementation
Review
Process
assessment
Service
Improvement
Programm
Enhancements
Process
Improvement
People
development
Continual
Service
Improvement
Final Analysis
Gap Analysis
(optional)
(optional)
Norm/standard
compliance
analysis
(e.g. ISO
20000, Service
Desk Institute
standards,
CMMI)
On-going Awareness campaign & Management of Change
High level
process model
–
Detailed
process
descriptions
Gather tool
requirements
(RFP)
-
Select tools
Instalation,
configuration
and operation
(vendor)
Process
implementation
Plan Do Check Act
www.itsm.hr
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