1. ITIL Mind Map v1.0
ITIL Service Design Processes
Author: Danny Wong
http://www.linkedin.com/in/chinwhei

2. ITIL Service Design Processes
1. Information
Security
Management
6. IT Service
Continuity
Management
(ITSC)
2. Service Level
Management
3. Capacity
Management
4. Service
Catalogue
Management
5. Availability
Management

3. ITIL Service Design Processes
1. Information Security Management
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8
1.9
1.10
1.11
1.12
Align IT Security with Business Security
Effectively Manage Information Security
Management of Risks
Training & Awareness
Security Strategy and Plan
Management of Suppliers and Contracts Regarding Access to Systems and Services
Management of all Security Breaches and Incidents Associated with all Systems and Services
Proactive Improvement of Security Controls, and Security Risk Management and the Reduction of Security
Risks
Integration of Security Aspects within all other IT Service Management Processes
Manage Information Security Management System
Security Framework
1.11.1
Control
1.11.2
Plan
1.11.3
Implement
1.11.4
Evaluate
1.11.5
Maintain
Measures
1.12.1
Preventive
1.12.2
Reductive
1.12.3
Detective
1.12.4
Repressive
1.12.5
Corrective

4. ITIL Service Design Processes
2. Service Level Management
2.1
2.2
2.3
2.4
2.5
Agreed level of IT Service
Achievable Targets
Proactive Measures
Improvements to Service
Process
2.5.1
Define
2.5.1.1 Produce and agree service level requirements (SLRs)
2.5.2
Document
2.5.2.1 Operational Level Agreement (OLA)
2.5.2.1.1
Negotiate between Internal Service Providers
2.5.2.2
Service level agreement (SLA)
2.5.2.2.1
Negotiate between IT and Customer
2.5.2.2.1.1
Service
2.5.2.2.1.2
Multi Level
2.5.2.2.1.3
Customer
2.5.2.3
Contracts
2.5.2.3.1
External Contractors
2.5.3
Agree
2.5.4
Measure
2.5.5
Monitor
2.5.6
Report
2.5.6.1 Regular
2.5.6.2 Ad-Hoc
2.5.6.3 Red, Amber, Green (RAG) / Service Level Agreement Monitor (SLAM) Charts
2.5.7
Review

5. ITIL Service Design Processes
3. Capacity Management
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
Cost Justifiable Capacity Available in Time
Capacity Matched to Evolving Agreed Needs of Customer
Supply vs. Demand
Cost vs. Resource
Activities
3.5.1
Capacity Plan
3.5.2
Proactive Activities
3.5.3
Assistance with Capacity Incident Resolution
Techniques
3.6.1
Modelling and Trending
3.6.2
Application Sizing
3.6.3
Iterative
3.6.3.1 Monitoring
3.6.3.2 Tuning
3.6.3.3 Analysis
3.6.4
Demand Management
3.6.5
Threshold Management and Control
Business capacity management
3.7.1
Future Business Needs
3.7.2
Requires Financial Plans and Business Strategy
Service capacity management
3.8.1
Live Service Capacity
3.8.2
Incident / Problems
Component Capacity Management
3.9.1
Performance, Capacity, Utilization

6. ITIL Service Design Processes
4. Service Catalogue Management
4.1
4.2
4.3
4.4
4.5
4.6
Manage Information Contained in Service Catalogue
Ensure Service Catalogue is Available and Accurate
Ensure Service Catalogue Supports Evolving needs of Service Management Processes
Live Services
Business Service Catalogue
Technical Service Catalogue

7. ITIL Service Design Processes
5. Availability Management
5.1 Delivered Service Matches or Exceeds Needs of Customer
5.2 Availability
5.7 Reactive Activities
5.2.1
Perform as Agreed
5.7.1
Monitor, Measure, Analyze, Report
5.2.2
Service Availability
5.7.2
Unavailability Analysis
5.2.3
Component Availability
5.7.2.1 Expanded Incident Lifecycle
5.2.4
Design for Availability and Recovery
5.7.2.2 Service Failure Analysis (SFA)
5.3 Reliability
5.7.2.3 Component Failure Impact Analysis (CFIA)
5.3.1
Perform as its Agreed Function
5.4 Maintainability
5.4.1
Speed to Restore to Normal Working
5.5 Serviceability
5.5.1
Ability of 3rd Party to meet Terms of Contract
5.6 Proactive Activities
5.6.1
Identifying Vital Business Functions (VBFs)
5.6.2
Designing in Availability
5.6.3
Component Failure Impact Analysis (CFIA)
5.6.4
Single Point of Failure (SPOF)
5.6.5
Fault Tree Analysis (FTA)
5.6.6
Modelling
5.6.7
Risk Assessment
5.6.8
Planned Maintenance
5.6.9
Projected Service Outage Document (PSO) Document

8. ITIL Service Design Processes
6. IT Service Continuity Management (ITSC)
6.1
6.2
6.3
6.4
Required Services Resumed within Required and Agreed Timescales
Support Business Continuity Management (BCM)
6.4.4
Ongoing operations
Agreed and Required Timescales
6.4.4.1 Education, Awareness, Training
Process
6.4.4.2 Review & Audit
6.4.1
Initiation
6.4.4.3 Testing
6.4.1.1 Policy Setting
6.4.4.4 Change Management
6.4.1.2 Terms of Reference and Scope
6.4.5
Invocation
6.4.1.3 Resource Allocation
6.4.1.4 Project Organizational and Control Structure
6.4.1.5 Agree Project and Quality Plans
6.4.2
Requirements & Strategy
6.4.2.1 Business Impact Analysis (BIA)
6.4.2.2 Risk Analysis
6.4.2.3 ITSC Strategy
6.4.2.3.1
Manual
6.4.2.3.2
Reciprocal
6.4.2.3.3
Gradual
6.4.2.3.4
Intermediate
6.4.2.3.5
Fast
6.4.2.3.6
Immediate
6.4.3
Implementation
6.4.3.1 Develop Plans / Procedures
6.4.3.2 Testing