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Process, People & Tools in ITILV3
The document outlines the key processes, roles, and tools involved in IT service management. It discusses four main components: service strategy which includes planning IT services; service design which translates strategic plans into service designs; service transition which implements new services; and service operation which manages services through their lifecycle. It also covers continual service improvement which measures service performance and suggests improvements. Key processes, roles, and tools are defined for each component to effectively deliver, operate, and improve IT services.
Process, People & Tools in ITILV3
- 1. Service Strategy Itall about Planning IT Services
- 2. Strategy-Process Portfolio ManagementFinancial Management Demand Management
- 3. People Involved inStrategy Service Definition Manager Service Research Manager Financial Analysis Manager Service Marketing Manager Service Forecast Manager
- 4. Products & ToolsUsed Service Request & Planning Tools Service Knowledge & Configuration Management Tools
- 5. Service Design ServiceDesign translates strategic plans and objectives and creates the designs and specifications for execution.
- 6. Service Design-Process ServiceCatalogue Management Service Level Management Capacity Management Availability Management
- 7. Service Design-Process ContinuityManagement Information Security Management Supplier Management
- 8. People Involved inDesign Security Engineering Manager Desktop Engineering Manager Network Engineering Manager Systems, Servers & Storage Engineering Manager Applications Engineering Manager
- 9. Products & Toolsused Service Catalogue Tools Service Level Management Tools Capacity Planning Tools Service Modeling Tools Service Knowledge & Configuration Management Tools
- 10. IT Service Transition- Implementing the IT Services Service Transition provides guidance on the service design and implementation, ensuring that the service delivers the intended strategy and can be operated and maintained effectively.
- 11. Service Transition-Process Support& Transition Management Change Management Asset & Configuration Management Release & Deploy Management Validation Management Evaluation Management Knowledge Management
- 12. People Involved inService Transition Security Asset Manager Desktop Asset Manager Network Asset Manager Systems, Servers & Storage Asset Manager Applications Asset Manager
- 13. Products & ToolsUsed Asset Management Tool Service provision Tool Run Book Task Automation Tools Service Knowledge & Configuration Management Tools
- 14. IT Service Operation– Managing the IT Services Service Operation provides guidance on managing a service through its day-to-day production life. It also provides guidance on supporting operations by means of new models and architectures such as shared services, utility computing, web services, and mobile commerce.
- 15. Service Operation-Process EventManagement Incident Management Problem Management Fulfillment Management Access Management Service Desk Function Management Service Operations Function Management Technical Operations Function Management Application Operations Function Management
- 16. People Involved inOperation Security Operation Manager Desktop Operations Manager Network Operations Manager Systems, Server & Storage Operations Manager Applications Operations Manager
- 17. Products & Toolsapplied Service Desk with Incident Management Tool Problem Management Tool Event Management Tool Run Book Technology Troubleshooting Tool Run Book Application Troubleshooting Tool Service Knowledge & Configuration Management Tools
- 18. IT Continual ServiceImprovement – Measuring the IT Services Continual Service Improvement provides guidance on measuring service performance through the service life-cycle, suggesting improvements in service quality, operational efficiency and business continuity.
- 19. IT Continual ServiceImprovement – Process IT Governance Management (using COBIT best practices) IT Resource Management (using PMI methods) IT Quality Management (using Six Sigma methods) IT Security Management (using ISO standards)
- 20. People Involved inContinuous Improvement Service Measurement Manager Quality Measurement Manager Compliance Measurement Manager Security Measurement Manager Resource Measurement Manager
- 21. Products & Toolsapplied Compliance Management & Measurement Tools Service Knowledge & Configuration Management Tools