The Business

Users

IncidentModels

Impact

Closure

Service Desk

Incident Management

Catego-rization

Prioritization

Investigation & Diagnose

Identification & Logging

SPOC

Resolution & Recovery

Urgency

SO

Functional EscalationHierarchic Escalation

Major Incident

Procdure

Report

Data

Plan

Plan

Plan

SKMSISMS

SKMS

SCD

SKMSCMIS

CSI

Continual Service Improvement

Continual Service

Improvement

Con-tract

OLA

ProblemModels

Known Errors

Akti-vitet

Akti-vitet

Akti-vitet

Capacity Management

Plan & Design

Implement & Maintain

Review

Report

RequirementBusiness CapacityService CapacityComponent Capacity

CapacityPlan

SKMS

Plans & Reports

Know-ledgeTest

doc.Deploy

RecordsChange RecordsSe

rvic

e D

esig

n Pa

ckag

e (S

DP) Løsnings

Design

Arkitektur

Standarder

SACAnalysere

Designe

Evaluere

Alternativer

Anskaffe

Løsning

Udvi

kle

Løsn

ing

DesignProcessen

Output

SKMS

Service Request

Problem Records

Events Known ErrorsIncident

Records

Service, Drift & Support Rapporter

Output

Overvågning & Drift

Support &

Restore

Bruger-håndtering

OperationProcessen

SD

ForkortelserAMIS: 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?

Hvordan kommer vi derhen?

Hvor vil vi gerne være?

Fastholdelse af niveau

7 – Step improvement

Process the Data

Gather the Data

What should be measured?

What can be measured?

Implement corrective

action

Analyse the Data

Present & use analysed data

DemingCycle

Plan

Do

Check

Act

CSI

Information Security

Plan

Implement

Evaluation

Maintain

Control

Information Security Policy

SD

BusinessSecurityPolicy

Major Problem

Problem Management

Detection & Logning

Categori-zation

Prioritization

Investigation & Diagnosis

ClosureMajor

Problem Review

Resolution

SO

Validation & Test Mgt.

Evaluate exit Criteria

Plan & Design Test

Verify testplan & -design

Prepare test-environment

Clean up & Closure

SAC

Testing

Validate

Direct

Justify

Intervene

Value of Monitoring &

MeasuringCSI

Business Views

Collate

Translate & Apply

Publish

Service Reporting CSI

Improvement Reports

Exception Reports

Status Reports

Netværks- og kompetencehusTlf. 45 88 12 16 | www.sosforum.com

ST

SO

SD

CSI

Koncept/ Metode

Proces

Funktion

ContractPerformance

Reports

Monitor & Report

Service Level Management

Negotiate SLR

Review OLA/Contracts

Service review

meetings

Sign Agreements

Service Improvement

Plan

SLA

Figurer

SS

V-model

CSI Model

DemingCycle

Plan

Do

Check

Act

CSI

Måle-metoder

Processer

DemingCycle

Plan

Do

Check

Act

CSI

KonsulenthusTlf. 45 88 44 23 | www.w-csm.com

v1.5

© 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

(OG

C)

in th

e U

nite

d K

ingd

om a

nd o

ther

cou

ntrie

s. T

he S

wirl

logo

TM is

a T

rade

Mar

k of

the

Offi

ce o

f Gov

ernm

ent C

omm

erce

®

SD

SD

Supplier Strategy &

Policy

Evaluate

Contract Admin.

SCD Maintenance

Mgt. & Performance

Supplier Management

SD

Testresults, Config. Baseline

& Testanalysis

ChangeModels

STChange Management

CAB / ECAB

Record RFC

Review RFC

Co-ordinate Change impl.Change

Schedule

RFC

Review & close RFC

Normal ChangeEmergency

Change

Authorize Change

Plan updates

Standard Change

Assess & Evaluate Change

ST

ProjectedServiceOutage (PSO)

Transition Strategy

Prepare Transition

Planning & Coordinating

Advice

Administra-tion

Progres monitoring &

reporting

SDP

Transition Strategy & Plans

Test, Validation & Deployment Plans

Release Package

Release & Deployment

Planning

Prepare: Build, Test &

Deploy

Verify Deployment

Early Life Support

Review & Closure

Remediation/ Backout Plan

ST

Build & Test

Transfer, Deployment & Retirement

Mål

ing

&

Rap

port

erin

g

Service Asset & Configuration

Planning

Identification

Control

Status/Accounting

Verification/ Audit

SKMSCMS

DefinitiveMediaLibrary(DML)

CMDB

ST

CMDB

CMDB

CI RecordService

Asset

Validation & Testing

ST

Planning & Support

STService Strategy

Serv

ice

Oper

atio

nService

Design

Service Transition

Con

tinua

l Ser

vice

Im

prov

emen

t

ITService

Management

Change

Supplier & Contract

Policy

Report

Contract

Report

Capacity

Plan Business Governance

ITGovernance

Corporate Governance

CSI

Udrullet Service

Support & drift information

OpdateretSKMS

Planlæg-ning

Early

Life

Su

ppor

t

TransitionProcessen

Ændrings-styring

Byg, Test &

Validering

Udrulning

& Review Output

Technology Metrics

Process Metrics

Service Metrics

Metrics & Measurement CSI

Benchmarks/ Baselines

CSI

Plan

Report

Status

Report

Improve-ment

Report

Excep-tion

Evaluation ST

Report

Evalua-tion

Report

Data

SKMSAMIS

Plan & Design

Implement

Monitor & Meassure

Review

Report

Requirement

Availability Management

Business AvailabilityService AvailabilityComponent Availability

AvailabilityPlan

InvestigateReport

Availa-bility

Plan

SD

V3

Infor-mation

Event Management

Notification, Detection &

FilterSignificance

Logning

Action

Review Action

Close

SO

Exep-tions

War-nings

IT OperationsManagement

TechnicalManagement

ApplicationManagement

Service Desk

Functions

SOSOS

Financial Plan

Plan

$

Cost Structures

Service Investment

Compliance

Service Valuation

VCD

Planning Confidence

Accounting

Financial Management

SS

Finan-ce

SKMS

ServicePortfolio

Service Strategy

Define

Analyse

Approve

Charter

Service Portfolio Management

Strategier

Politikker/retningslinierResource & constraintsFormål fra

krav

StrategyProcessen

Definere Markedet

Udvikle

servicetilbud

Udvikle Strategiske

Asset

Forb

ered

e ek

sekv

erin

g

OutputSe

rvic

e Le

vel

Pack

ages

SS

Strateg

y &

Organ

izatio

n

Strategy & Technology

Strategy, Tactics & Operation

Demand Management

SS

Pattern of Business Activity

Serv

ice

Mod

els

PlanIT Continuity Plan

IT Service Continuity

On going Operation

Initiation

Implement

Requirement & Strategy

Business Continuity

Plan

SDSLA

Report

Service Catalogue

SKMSService

Portfolio

Business CatalogueTechnicalCatalogue

ServiceCalalogue

ServicePipeline

Service Definition

Production & MaintenanceInterfaces & Dependen-

cies

RetiredServices

SD

Know-ledge

Knowledge Management

Indsamling:Data

Klassificering: Information

Analyse: Knowledge

Anbefaling: Wisdom

ST

Risk Management

Risk Analysis

Risk Management

SS

User Self Service

Request Fulfilment

Menu Selection

FinancialApproval

OtherApproval

Fulfilment

Closure

SO

Standard Change

AvailabilityPlan

Plan

Information Security

Policy

Access Management

Requesting Access

Verification

Providing Rights

Access Admin.

Monitoring

Logging & Tracking

SO