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The document describes several IT service management processes including IT service continuity management, service level management, service catalog management, availability management, and information security management. Each process section lists key activities and automation tools used for that process. The overall document provides an overview of different ITSM processes and how they are implemented and managed through various automation tools.

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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 Build/Release Categorize Input: Key Process Relationships and Integration RFC Analysis Reporting CA Service Desk Mgr; CA CMDB • Authorized Request For Change (RFC) Change Management — implements all • Service Design Package Monitor Input: Key Process Relationships and Integration • Release package definition and design changes to services and Report • Service level package Incident and Problem Management — specification Service Asset and Configuration Report/ • Service design package • Service acceptance criteria Management — Service configurations Coordinate Closure managing issues arsing from service Resources • Release and deployment package testing Output: ready for transition Identify • Acceptance criteria / RFC’s • ransition strategy T Configurations Service Asset and Configuration Output: Management — captures testing • ntegrated set of service transition plans I Manage • Configuration baselines and Plan Assure configuration baselines and incorporates Quality • Testing results and analysis in CMS • Incidents, problems and errors • Information and knowledge Service Asset and Configuration Request Fulfillment Management Access Management Request Fulfilment is the process of dealing with service requests from users. Access management grants authorized users the right to use a service, while preventing Objectives include: providing a channel for standard services; providing information access to non-authorized users. on the availability of services; to source and deliver standard service components; provide general information. Incident PROCESS ACTIVITIES PROCESS AUTOMATION Secure Management PROCESS ACTIVITIES PROCESS AUTOMATION Service Operation Service Access Prevent and Eliminate Problems Access request / verify CA Service Desk Mgr; CA Service Catalog; CA Single Sign-on Service request (incl. self-service) CA Service Desk Mgr; CA Service Catalog CA Access Control; CA Identity Mgr; Record CA Service Catalog The Service Operation process map shows the Monitor / Track Raise Incident Provide rights / execute policy CA Federation Mgr; CA SiteMinder® Web Approval CA Service Catalog processes associated with day-to-day support Informed Decisions Resolve Access Mgr; CA Directory activities required to deliver and manage services Event Error control CA Security Command Center CA Service Catalog; CA Service Desk Mgr; Request Record Fulfillment Management CA CMDB; CA IT Client Mgr; CA Identity Mgr at agreed levels to end-users. It provides guidance Fulfillment Monitor / track CA Security Compliance Mgr; CA Audit Input: Key Process Relationships and Integration on ways to maintain stability in service operations, Service Request (Incl. Self-Service) Error Input: Key Process Relationships and Integration CH to enable the business to meet its objectives, and Control • Help desk call or self-service request Service Desk/Incident Management — as a • Security policies and guidelines Change Management — controls the • Configuration Management System O Service Portfolio Filter / Detect • An RFC / service request central point for handling service requests Correlate (Incl. Fault Detection) actual request for service access D Management EC (CMS) effectively optimize the cost and quality of services. Provide Executive Select Response • HR Management system requests K Service Asset and Configuration Rights Policy Request Fulfillment — usually initiated Transfer/ Output: Management — to update CMS with Disseminate Review/ Action Output: through the service desk and providing • Request fulfilled (e.g. hardware upgraded components Transform • pdated security access rights U self-service related functionality and dispatched, password reset) Organizations must take a close look at Service Verify to Usable Knowledge Record • ecurity reports S workflow (e.g. employee on boarding, • User satisfaction reports Release Management — distribute software and hardware Operation, as this is the phase where strategic Access Request Automate and Control Investigate password resets) objectives are effectively realized when processes Store Info. Diagnose Problem are in place. Demand Financial Management AN Management Management A CT Escalate PL Incident Management Access Knowledge Management Management Problem Known Control Errors Incident Management restores normal service operation as quickly as possible and mini- Knowledge Management improves the quality of the (management’s) decision mizes the adverse impact on business operations. making process by ensuring that reliable and secure information is available during the Capture Info. Work service lifecycle. Approval Around PROCESS ACTIVITIES PROCESS AUTOMATION (Financial, Compliance) Fulfillment PROCESS ACTIVITIES PROCESS AUTOMATION CA NSM; CA SPECTRUM; CA eHealth; Raise incident and record Resolve/ CA Wily; CA Insight; CA Service Desk Mgr Deliver Recover CA CMDB; CA Cohesion; CA SPECTRUM; Standardized Services Capture information CA eHealth; external systems Investigate and diagnose (classify and CA Service Desk Mgr; CA CMDB (e.g. HRMS, ERP) prioritize) Restore Service Knowledge CA Service Desk Mgr (Knowledge Escalate CA Service Desk Mgr Management Store information Management); CA CMDB CA Service Desk Mgr; CA Data Center Resolve / Recover (workaround) Transform to usable knowledge CA Service Desk Mgr; CA Service Catalog Automation Mgr; CA IT Client Mgr Transfer / disseminate CA Service Desk Mgr; CA IT Asset Mgr Input: Key Process Relationships and Integration • Incident details sourced from Service Desk, Key Process Relationship and Integration Service Strategy CH Continual Service Improvement CA CMDB Input: Key Process Relationships and Integration Incident Management — supplies Problem O EC D Points Service Strategy is depicted as a triangle, with each The Deming continuous improvement cycle is the A Configuration Management Database (CMDB) is a K Networks, Operations and Security Management with detailed incident records of the three corners representing the strategic foundation for all ITIL processes. Service management critical element of an ITIL implementation. CA CMDB • Front line support staff to capture Incident Management — provide point • Configuration details from CMDB Represent the intersections where processes work together knowledge Service Level Management (SLM) — to improve overall effectiveness and accelerate success. controls across the service lifecycle — Service excellence is achieved by elevating up a maturity provides a single source of truth about Configuration Item of capture for everyday IT Service • Response from incident matching against Portfolio Management, Demand Management and curve, enabled by rigorous application of PLAN-DO- information and the relationships between them. • Documents, events and alerts N Management data. AC incidents and problems influence the A At these points, processes support each other, sharing infor- T PL problems and known errors Financial Management. CHECK-ACT. • Resolution details quality of IT services provided by SLM mation to ensure somplete process optimization. These Output: Problem Management — key users of intersections show why processes should be planned • ervice Knowledge Management S collected knowledge Output: Change Management — all solutions and together, and are points where automated technologies are Base • Resolved and closed incidents workarounds are implemented via RFC extremely valuable. • Communication to end-users and customers and management reports Event Management How It Works Service Desk CMDB Problem Management Event management detects events, analyzes them and determines the correct ITIL v3 is comprised of five phases: This function of the Service Desk is to act as the central point of contact between IT and A Configuration Management Database (CMDB) delivers greater management control of the Problem Management is responsible for the control of the lifecycle of all problems. It’s Management action. It provides the entry point for the execution of many Service • Service Strategy its users, handling all incidents, inquires and requests. It provides an interface for all other IT environment by providing a comprehensive view of IT service configurations. A CMDB is primary objective is to prevent problems and incidents, eliminate repeating incidents and Operation processes and activities. • Service Design Service Operation processes. the centerpiece of an ITIL implementation and supports a wide range of ITIL processes — minimize the impact of incidents that cannot be prevented. • Service Transition including Change, Incident, Problem, Availability and Capacity Management. A CMDB provides • Service Operation The primary objectives of the Service Desk function are: the “single source of the truth” about the mapping of Configuration Items (CIs) to each other PROCESS ACTIVITIES PROCESS AUTOMATION • Continual Service Improvement • To serve as the single interface for IT-related queries, complaints and service support issues. and to the IT services they support. The primary types of information stored within CMDBs PROCESS ACTIVITIES PROCESS AUTOMATION • To ensure timely restoration of service, minimizing the impact of outages on business activities. are CIs such as assets, policies, users, processes etc., relationships and inter-dependences. CA SPECTRUM; CA eHealth; CA NSM; As Illustrated below, CA has created three Problem control CA Service Desk Mgr; CA CMDB Detect (incl. fault detection) • To increase efficiency by automatically routing incidents to the appropriate personnel. CA Wily APM; CA Insight process maps — Service Design, Service Federation and Reconciliation • To effectively eliminate root cause anomalies by managing the problem management process. Error control CA Service Desk Mgr; CA CMDB CA SPECTRUM; CA eHealth; CA Wily Transition and Service Operations since most • ontrol all aspects of the change management process through the lifecycle of the change C A CMDB employs a technique called `data federation’ that collects information from disparate, process discussions are focused around these request. typically multi-vendor data sources across the enterprise. This collection of CIs, its attributes Proactive problem management CA Service Desk Mgr; CA CMDB Filter and correlate APM; CA NSM; CA Security Command Center; CA CMDB critical phases. and inter-relationship information is processed through the function called `reconciliation’ Management reporting and problem Continual Service Improvement which identifies, synchronizes and rationalizes data to provide a single accurate instance of all CA Service Desk Mgr Sample Critical Success Supporting Key Performance Indicators reviews Select response CA Service Desk Mgr; CA IT Client Mgr CIs and its attributes. Ensure long-term customer retention and • Percent of customers given satisfaction surveys CA Service Desk Mgr; CA Data Center Service Strategy satisfaction • Customer satisfaction rating of service desk CA CMDB Provides Faster Time-to-Value Input: Key Process Relationships and Integration Review and action • ercent of incident responded to within agreed-upon P Automation Service Strategy is critical to the CA CMDB speeds time-to-value by providing the industry’s most comprehensive set • RFC’s from the Problem Management Incident Management — supplies Problem response times (SLAs) operations and tactics of Service • Number of incidents recorded not yet closed of capabilities: process or submitted independently Management with detailed incident records Input: Key Process Relationships and Integration • Pre-defined content, including more than 70 relationship templates. • CMDB Management, as it provides a Reduce support costs by the efficient • Total number of incidents Service Asset and Configuration • Event triggers include: CI performance, use of resources and technology • ercent of incidents resolved at the service desk without P • Over 140 pre-defined CI classes. • Forward Schedule of Change (FSC) Incident, Problem and Change framework for Management — uses the CMS to identify completion of task or job, user access escalation • ulti-level visualization with pre-defined filters such as business service impact analysis M Output: Management — for events that represent • esigning, developing and imple- D • Staff turnover rate wrong CI’s and to determine the impact of to application and root cause. • pdated Forward Schedule of Change U a situation to be handled by appropriate menting service management as • Average cost per incident • Comprehensive reporting and rapid implementation best practices. problems and solutions Output: responses • iltered RFC’s and approved RFC’s F a strategic resource • umber and percentages of incidents resolved remotely N • nique versioning capability that enables you to establish baselines and standards, manage U Change Management — all solutions and • equest for Change R without requiring a visit • AB minutes and action plans C Service Asset and Configuration • nsuring alignment between E snapshots and analyze CI snapshots against baselines, milestones, standards and change orders. • hange Management reports C workarounds are implemented via RFC • Updated CMDB capabilities and service provided • uto-mapping relationship capabilities that automatically discover CIs across the infra- A Management — uses events to determine CI status with business goals. structure and populates their relationship in the CMDB repository. Copyright © 2009 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. MP334980209

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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 Build/Release Categorize Input: Key Process Relationships and Integration RFC Analysis Reporting CA Service Desk Mgr; CA CMDB • Authorized Request For Change (RFC) Change Management — implements all • Service Design Package Monitor Input: Key Process Relationships and Integration • Release package definition and design changes to services and Report • Service level package Incident and Problem Management — specification Service Asset and Configuration Report/ • Service design package • Service acceptance criteria Management — Service configurations Coordinate Closure managing issues arsing from service Resources • Release and deployment package testing Output: ready for transition Identify • Acceptance criteria / RFC’s • ransition strategy T Configurations Service Asset and Configuration Output: Management — captures testing • ntegrated set of service transition plans I Manage • Configuration baselines and Plan Assure configuration baselines and incorporates Quality • Testing results and analysis in CMS • Incidents, problems and errors • Information and knowledge Service Asset and Configuration Request Fulfillment Management Access Management Request Fulfilment is the process of dealing with service requests from users. Access management grants authorized users the right to use a service, while preventing Objectives include: providing a channel for standard services; providing information access to non-authorized users. on the availability of services; to source and deliver standard service components; provide general information. Incident PROCESS ACTIVITIES PROCESS AUTOMATION Secure Management PROCESS ACTIVITIES PROCESS AUTOMATION Service Operation Service Access Prevent and Eliminate Problems Access request / verify CA Service Desk Mgr; CA Service Catalog; CA Single Sign-on Service request (incl. self-service) CA Service Desk Mgr; CA Service Catalog CA Access Control; CA Identity Mgr; Record CA Service Catalog The Service Operation process map shows the Monitor / Track Raise Incident Provide rights / execute policy CA Federation Mgr; CA SiteMinder® Web Approval CA Service Catalog processes associated with day-to-day support Informed Decisions Resolve Access Mgr; CA Directory activities required to deliver and manage services Event Error control CA Security Command Center CA Service Catalog; CA Service Desk Mgr; Request Record Fulfillment Management CA CMDB; CA IT Client Mgr; CA Identity Mgr at agreed levels to end-users. It provides guidance Fulfillment Monitor / track CA Security Compliance Mgr; CA Audit Input: Key Process Relationships and Integration on ways to maintain stability in service operations, Service Request (Incl. Self-Service) Error Input: Key Process Relationships and Integration CH to enable the business to meet its objectives, and Control • Help desk call or self-service request Service Desk/Incident Management — as a • Security policies and guidelines Change Management — controls the • Configuration Management System O Service Portfolio Filter / Detect • An RFC / service request central point for handling service requests Correlate (Incl. Fault Detection) actual request for service access D Management EC (CMS) effectively optimize the cost and quality of services. Provide Executive Select Response • HR Management system requests K Service Asset and Configuration Rights Policy Request Fulfillment — usually initiated Transfer/ Output: Management — to update CMS with Disseminate Review/ Action Output: through the service desk and providing • Request fulfilled (e.g. hardware upgraded components Transform • pdated security access rights U self-service related functionality and dispatched, password reset) Organizations must take a close look at Service Verify to Usable Knowledge Record • ecurity reports S workflow (e.g. employee on boarding, • User satisfaction reports Release Management — distribute software and hardware Operation, as this is the phase where strategic Access Request Automate and Control Investigate password resets) objectives are effectively realized when processes Store Info. Diagnose Problem are in place. Demand Financial Management AN Management Management A CT Escalate PL Incident Management Access Knowledge Management Management Problem Known Control Errors Incident Management restores normal service operation as quickly as possible and mini- Knowledge Management improves the quality of the (management’s) decision mizes the adverse impact on business operations. making process by ensuring that reliable and secure information is available during the Capture Info. Work service lifecycle. Approval Around PROCESS ACTIVITIES PROCESS AUTOMATION (Financial, Compliance) Fulfillment PROCESS ACTIVITIES PROCESS AUTOMATION CA NSM; CA SPECTRUM; CA eHealth; Raise incident and record Resolve/ CA Wily; CA Insight; CA Service Desk Mgr Deliver Recover CA CMDB; CA Cohesion; CA SPECTRUM; Standardized Services Capture information CA eHealth; external systems Investigate and diagnose (classify and CA Service Desk Mgr; CA CMDB (e.g. HRMS, ERP) prioritize) Restore Service Knowledge CA Service Desk Mgr (Knowledge Escalate CA Service Desk Mgr Management Store information Management); CA CMDB CA Service Desk Mgr; CA Data Center Resolve / Recover (workaround) Transform to usable knowledge CA Service Desk Mgr; CA Service Catalog Automation Mgr; CA IT Client Mgr Transfer / disseminate CA Service Desk Mgr; CA IT Asset Mgr Input: Key Process Relationships and Integration • Incident details sourced from Service Desk, Key Process Relationship and Integration Service Strategy CH Continual Service Improvement CA CMDB Input: Key Process Relationships and Integration Incident Management — supplies Problem O EC D Points Service Strategy is depicted as a triangle, with each The Deming continuous improvement cycle is the A Configuration Management Database (CMDB) is a K Networks, Operations and Security Management with detailed incident records of the three corners representing the strategic foundation for all ITIL processes. Service management critical element of an ITIL implementation. CA CMDB • Front line support staff to capture Incident Management — provide point • Configuration details from CMDB Represent the intersections where processes work together knowledge Service Level Management (SLM) — to improve overall effectiveness and accelerate success. controls across the service lifecycle — Service excellence is achieved by elevating up a maturity provides a single source of truth about Configuration Item of capture for everyday IT Service • Response from incident matching against Portfolio Management, Demand Management and curve, enabled by rigorous application of PLAN-DO- information and the relationships between them. • Documents, events and alerts N Management data. AC incidents and problems influence the A At these points, processes support each other, sharing infor- T PL problems and known errors Financial Management. CHECK-ACT. • Resolution details quality of IT services provided by SLM mation to ensure somplete process optimization. These Output: Problem Management — key users of intersections show why processes should be planned • ervice Knowledge Management S collected knowledge Output: Change Management — all solutions and together, and are points where automated technologies are Base • Resolved and closed incidents workarounds are implemented via RFC extremely valuable. • Communication to end-users and customers and management reports Event Management How It Works Service Desk CMDB Problem Management Event management detects events, analyzes them and determines the correct ITIL v3 is comprised of five phases: This function of the Service Desk is to act as the central point of contact between IT and A Configuration Management Database (CMDB) delivers greater management control of the Problem Management is responsible for the control of the lifecycle of all problems. It’s Management action. It provides the entry point for the execution of many Service • Service Strategy its users, handling all incidents, inquires and requests. It provides an interface for all other IT environment by providing a comprehensive view of IT service configurations. A CMDB is primary objective is to prevent problems and incidents, eliminate repeating incidents and Operation processes and activities. • Service Design Service Operation processes. the centerpiece of an ITIL implementation and supports a wide range of ITIL processes — minimize the impact of incidents that cannot be prevented. • Service Transition including Change, Incident, Problem, Availability and Capacity Management. A CMDB provides • Service Operation The primary objectives of the Service Desk function are: the “single source of the truth” about the mapping of Configuration Items (CIs) to each other PROCESS ACTIVITIES PROCESS AUTOMATION • Continual Service Improvement • To serve as the single interface for IT-related queries, complaints and service support issues. and to the IT services they support. The primary types of information stored within CMDBs PROCESS ACTIVITIES PROCESS AUTOMATION • To ensure timely restoration of service, minimizing the impact of outages on business activities. are CIs such as assets, policies, users, processes etc., relationships and inter-dependences. CA SPECTRUM; CA eHealth; CA NSM; As Illustrated below, CA has created three Problem control CA Service Desk Mgr; CA CMDB Detect (incl. fault detection) • To increase efficiency by automatically routing incidents to the appropriate personnel. CA Wily APM; CA Insight process maps — Service Design, Service Federation and Reconciliation • To effectively eliminate root cause anomalies by managing the problem management process. Error control CA Service Desk Mgr; CA CMDB CA SPECTRUM; CA eHealth; CA Wily Transition and Service Operations since most • ontrol all aspects of the change management process through the lifecycle of the change C A CMDB employs a technique called `data federation’ that collects information from disparate, process discussions are focused around these request. typically multi-vendor data sources across the enterprise. This collection of CIs, its attributes Proactive problem management CA Service Desk Mgr; CA CMDB Filter and correlate APM; CA NSM; CA Security Command Center; CA CMDB critical phases. and inter-relationship information is processed through the function called `reconciliation’ Management reporting and problem Continual Service Improvement which identifies, synchronizes and rationalizes data to provide a single accurate instance of all CA Service Desk Mgr Sample Critical Success Supporting Key Performance Indicators reviews Select response CA Service Desk Mgr; CA IT Client Mgr CIs and its attributes. Ensure long-term customer retention and • Percent of customers given satisfaction surveys CA Service Desk Mgr; CA Data Center Service Strategy satisfaction • Customer satisfaction rating of service desk CA CMDB Provides Faster Time-to-Value Input: Key Process Relationships and Integration Review and action • ercent of incident responded to within agreed-upon P Automation Service Strategy is critical to the CA CMDB speeds time-to-value by providing the industry’s most comprehensive set • RFC’s from the Problem Management Incident Management — supplies Problem response times (SLAs) operations and tactics of Service • Number of incidents recorded not yet closed of capabilities: process or submitted independently Management with detailed incident records Input: Key Process Relationships and Integration • Pre-defined content, including more than 70 relationship templates. • CMDB Management, as it provides a Reduce support costs by the efficient • Total number of incidents Service Asset and Configuration • Event triggers include: CI performance, use of resources and technology • ercent of incidents resolved at the service desk without P • Over 140 pre-defined CI classes. • Forward Schedule of Change (FSC) Incident, Problem and Change framework for Management — uses the CMS to identify completion of task or job, user access escalation • ulti-level visualization with pre-defined filters such as business service impact analysis M Output: Management — for events that represent • esigning, developing and imple- D • Staff turnover rate wrong CI’s and to determine the impact of to application and root cause. • pdated Forward Schedule of Change U a situation to be handled by appropriate menting service management as • Average cost per incident • Comprehensive reporting and rapid implementation best practices. problems and solutions Output: responses • iltered RFC’s and approved RFC’s F a strategic resource • umber and percentages of incidents resolved remotely N • nique versioning capability that enables you to establish baselines and standards, manage U Change Management — all solutions and • equest for Change R without requiring a visit • AB minutes and action plans C Service Asset and Configuration • nsuring alignment between E snapshots and analyze CI snapshots against baselines, milestones, standards and change orders. • hange Management reports C workarounds are implemented via RFC • Updated CMDB capabilities and service provided • uto-mapping relationship capabilities that automatically discover CIs across the infra- A Management — uses events to determine CI status with business goals. structure and populates their relationship in the CMDB repository. 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