Post on 19-Nov-2015
description
RequestModels
IncidentModels
Impact
Closure
IncidentManagement
Catego-rization
Prioritization
Investigation& Diagnose
Identification& Logging
Resolution & Recovery
Urgency
SO
FunctionalEscalationHierarchicEscalation
Major Incident
Procdure
Report
Data
Plan
Plan
Plan
CSI
Continual ServiceImprovement
ContinualService
Improvement
Con-tract
OLA
ProblemModels
KnownErrors
Akti-vitet
Akti-vitet
Akti-vitet
CapacityManagement
Plan & Design
Implement & Maintain
Review
Report
RequirementBusinessCapacityServiceCapacityComponentCapacity
CapacityPlan
Plans & Reports
Know-ledgeTestdoc.
DeployRecords
ChangeRecordsSe
rvic
e D
esig
n Pa
ckag
e (S
DP) LsningsDesign
Arkitektur
Standarder
SACAnalysere
Designe
Evalue
re
Alterna
tiver
Anskaffe
Lsning
Udvi
kle
Lsn
ing
Output
ServiceRequest
Problem Records
Events KnownErrorsIncidentRecords
Service, Drift & Support Rapporter
Output
Overvgning& Drift
Support&
Restore
Bruger-hndtering
AMIS: Availability Management Information SystemCAB: Change Advisory BoardCI: Configuration ItemCMDB: Configuration Management DataBaseCMIS: Capacity Management Information SystemCSI: Continual Service ImprovementCMS: Configuration Management SystemECAB: Emergency Change Advisory BoardISMS: Information Security Management SystemOLA: Operational Level AgreementRFC: Request for ChangeSAC: Service Acceptance CriteriaSCD: Supplier & Contract DatabaseSD: Service DesignSKMS: Service Knowledge Management SystemSLA: Service Level AgreementSLR: Service Level RequirementsSO: Service OperationSPOC: Single Point of ContactSS: Service StrategyST: Service TransitionVCD: Variable Cost Dynamics
Hvad er visionen?
Hvor er vi nu?
Kom vi derhen?
Hvordankommer vi derhen?
Hvor vil vi gerne vre?
Fastholdelseaf niveau
7 Step improvement
Process the Data
Gather the Data
What should be measured?
What can be measured?
Implementcorrective
action
Analyse the Data
Present & use analysed data
DemingCycle
Plan
Do
Check
Act
CSI
InformationSecurity
Plan
Implement
Evaluation
Maintain
Control
InformationSecurityPolicy
SD
BusinessSecurityPolicy
MajorProblem
ProblemManagement
Detection & Logning
Categori-zation
Prioritization
Investigation& Diagnosis
ClosureMajor
ProblemReview
Resolution
SO
Validation & Test Mgt.
Evaluate exit Criteria
Plan & Design Test
Verify testplan & -design
Prepare test-environment
Clean up & Closure
Testing
Validate
Direct
Justify
Intervene
Value of Monitoring &
MeasuringCSI
BusinessViews
Collate
Translate & Apply
Publish
ServiceReporting CSI
ImprovementReports
ExceptionReports
Status Reports
ST
SO
SD
CSI
Koncept/Metode
Proces
Funktion
ContractPerformance
Reports
Monitor & Report
Service Level Management
NegotiateSLR
Review OLA/Contracts
Servicereview
meetings
SignAgreements
ServiceImprovement
Plan
SLA
SS
V-model
CSI Model
DemingCycle
Plan
Do
Check
Act
CSI
Mle-metoder
Processer
CSI
KonsulenthusTlf. 45 88 44 23 | www.w-csm.com
v1.6
W
este
rgaa
rd M
anag
emen
t. IT
IL
is a
Reg
iste
red
Trad
emar
k of
the
Offi
ce o
f Gov
ernm
ent C
omm
erce
in
the
Uni
ted
Kin
gdom
and
oth
er c
ount
ries.
The
Sw
irl lo
go T
Mis
a T
rade
Mar
k of
the
Offi
ce o
f Gov
ernm
ent C
omm
erce
.
SD
SD
SupplierStrategy &
Policy
Evaluate
ContractAdmin.
SCDMaintenance
Mgt. & Performance
SupplierManagement
SD
Testresults,Config. Baseline
& Testanalysis
ChangeModels
STChangeManagement
CAB / ECAB
Record RFC
Review RFC
Co-ordinateChange impl.Change
Schedule Review & close RFC
NormalChangeEmergency
Change
AuthorizeChange
Plan updates
StandardChange
Assess & EvaluateChange
ST
ProjectedServiceOutage (PSO)
TransitionStrategy
PrepareTransition
Planning & Coordinating
Advice
Administra-tion
Progresmonitoring &
reporting
TransitionStrategy & Plans
Test,Validation & DeploymentPlans
ReleasePackage
Release & Deployment
Planning
Prepare:Build, Test &
Deploy
VerifyDeployment
Early Life Support
Review & Closure
Remediation/Backout Plan
ST
Build & Test
Transfer,Deployment& Retirement
Ml
ing
&
Rap
port
erin
g
Service Asset & Configuration
Planning
Identification
Control
Status/Accounting
Verification/ Audit
CMS
DefinitiveMediaLibrary(DML)
CMDB
ST
CMDB
CMDB
CIRecordServiceAsset
Validation & Testing
ST
Planning & Support
STServiceStrategy
Serv
ice
Oper
atio
nService
Design
ServiceTransition
Con
tinua
lSer
vice
Impr
ovem
ent
ITService
Management
Change
Supplier & Contract
Policy
Report
Contract
Report
Capacity
Plan BusinessGovernance
ITGovernance
CorporateGovernance
CSI
UdrulletService
Support & drift information
OpdateretSKMS
Planlg-ning
Early
Life
Supp
ort
ndrings-styring
Byg, Te
st &
Valide
ring
Udrulning
&Review Output
TechnologyMetrics
ProcessMetrics
ServiceMetrics
Metrics & Measurement CSI
Benchmarks/Baselines
CSI
Plan
Report
Status
Report
Improve-ment
Report
Excep-tion
Evaluation ST
Report
Evalua-tion
Report
Data
Plan & Design
Implement
Monitor & Meassure
Review
Report
Requirement
AvailabilityManagement
BusinessAvailabilityServiceAvailabilityComponentAvailability
AvailabilityPlan
InvestigateReport
Availa-bility
Plan
SD
Infor-mation
EventManagement
Notification,Detection &
FilterSignificance
Logning
Action
ReviewAction
Close
SO
Exep-tions
War-nings
IT OperationsManagement
TechnicalManagement
ApplicationManagement
Service Desk
Functions
SOSOS
FinancialPlan
Plan
$
Return on Investment
ServiceInvestment
Compliance
ServiceValuation
VCD
PlanningConfidence
Accounting
FinancialManagement
SS
Finan-ce
ServicePortfolio
Service Strategy
Define
Analyse
Approve
Charter
Service Portfolio Management
Strategier
Politikker/retningslinierResource & constraintsForml fra
krav
DefinereMarkedet
Udvikle
servicetilbud
UdvikleStrategiske
Asset
Forb
ered
eek
sekv
erin
g
OutputSe
rvic
ePa
ckag
es
SS
Strat
egy &
Orga
nizati
on
Strategy & Technology
Strategy, Tactics & Operation
Demand Management
SS
Pattern of BusinessActivity
Serv
ice
Mod
els
PlanIT Continuity Plan
IT Service Continuity
On going Operation
Initiation
Implement
Requirement& Strategy
BusinessContinuity
Plan
SDSLA
Report
ServiceCatalogue
ServicePortfolio
BusinessCatalogueTechnicalCatalogue
ServiceCalalogue
ServicePipeline
ServiceDefinition
Production & MaintenanceInterfaces & Dependen-
cies
RetiredServices
SD
Know-ledge
KnowledgeManagement
Indsamling:Data
Klassificering:Information
Analyse:KnowledgeAnbefaling:
Wisdom
ST
RiskManagement
RiskAnalysis
RiskManagement
SS
RequestFulfilment
MenuSelection
FinancialApproval
OtherApproval
Fulfilment
Closure
SOStandard
Change
AvailabilityPlan
Plan
InformationSecurityPolicy
AccessManagement
RequestingAccess
Verification
ProvidingRights
AccessAdmin.
Monitoring
Logging & Tracking
SO
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