It Services And Service Catalog(ITIL V3)
-
Upload
it-service-and-support -
Category
Business
-
view
7.468 -
download
4
description
Transcript of It Services And Service Catalog(ITIL V3)
1
IT Services, ITIL v3 and the Service Catalog
Portions © 2007 OGCPortions © 2009 Greg Hines 1
Greg Hines([email protected])
Portions © 2007 OGCPortions © 2009 Greg Hines 2
2
Portions © 2007 OGCPortions © 2009 Greg Hines 3
Portions © 2007 OGCPortions © 2009 Greg Hines 4
3
Customers and users are different:• Customers
– someone who buys goods and/or services– an IT customer is the person or group of people who defines and agrees
TermsTerms
Activities
Concepts
Value
the service level targets• Users
– People who use IT services on a day-to-day basis
Services
Portions © 2007 OGCPortions © 2009 Greg Hines 5
Users
Customers
IT Service Organization
Terms
Activities
Concepts
Value
Portions © 2007 OGCPortions © 2009 Greg Hines 6
4
A service is one or more IT systems that enable a business process.
Terms - Old “Techie” Definition (ITIL v2)Terms
Activities
Concepts
Value
Portions © 2007 OGCPortions © 2009 Greg Hines 7
ServiceS t
ITIL v2Terms
Activities
Concepts
Value
ApplicationManagement
Support
Service Delivery
Software AssetManagement
Security Management
ICT InfrastructureManagement
Portions © 2007 OGCPortions © 2009 Greg Hines 8
BusinessPerspectives
VolI Business Perspectives
Vol IIIntroduction to ITIL
5
Additional Titles Available:Planning to Implement Service Management (ISBN 0113308779)ITIL Small-scale Implementation (ISBN 0113309805)
ITIL v2Terms
Activities
Concepts
Value
ITIL Small scale Implementation (ISBN 0113309805)
Service Support (ISBN 0113300158)
Portions © 2007 OGCPortions © 2009 Greg Hines 9
Service Support (ISBN 0113300158) Service Delivery (ISBN 0113300174)Security Management (ISBN 011330014X)ICT Infrastructure Management (ISBN 0113308655)Application Management (ISBN 0113308663)Software Application Management (ISBN 0113309430)The Business Perspective (ISBN 0113310129)The Business Perspective 2: The Business Perspective on Successful IT Delivery (ISBN 0113309694)Introduction to ITIL (ISBN 0113309732)
A service is a means to deliver value to customers by facilitating outcomes customers want to achieve without (them) having to undertake the ownership of specific costs and risks.
Terms – New Definition (ITIL v3)Terms
Activities
Concepts
Value
automate specificcostsand
risks
Portions © 2007 OGCPortions © 2009 Greg Hines 10
risks
Retail – point of sale; distributionHealthcare – patient registration; order entryLegal – document management; case managementGeneral – electronic messaging; remote access; workstation support
6
• Focus on the value of IT service management processes for the customer and their business
ITIL v3 PurposeTerms
Activities
Concepts
Value
• Progress integration of IT service with business needs
• Improve consistency of the ITIL®
literature – structure, processes, terms and definitions
• Provide synergy, reference and alignment with industry standards and other best practices: COBIT
®, CMMI
®, ISO 20000
• Offer integrated process models for more processes based on the lifecycle of a service
Portions © 2007 OGCPortions © 2009 Greg Hines 11
• Move with the industry in strategic areas such as outsourced and shared services
• Present guidance on selecting good process aligned tools
• Extend to keep up with business dynamics: internet forces, low cost computing, ubiquitous computing, SOA, governance
The ITIL v 3.0 publication structure consists of three parts:
ITIL v3 Publication StructureTerms
Activities
Concepts
Value
CoreBest Practice
GuidanceComplimentary Best Practice
Guidance Web Based Add-ons
Portions © 2007 OGCPortions © 2009 Greg Hines 12
• Service Strategy• Service Design• Service Transition• Service Operation• Continual Service
Improvement
Support for industry/ technology specific best practices
ITIL Live -http://www.tso.co.uk/ITIL/
7
The Official Introduction to ITIL Service Lifecycle (ISBN 9780113310616)Passing Your ITIL Foundation Exam Book (ISBN 9780113310791)
ITIL v3 Additional TitlesTerms
Activities
Concepts
Value
Building a (ITIL based) Service Management Department (ISBN 9780113310968)ITIL Small-scale Implementation 2008 Edition (ISBN 9780113310784)
Delivering ITIL Services Using ITIL, Prince2, and DSDM (ISBN 9780113310975) –March 1, 2010
Portions © 2007 OGCPortions © 2009 Greg Hines 13
Service Strategy (ISBN 9780113310456)Service Design (ISBN 9780113310470)Service Transition (ISBN 9780113310487)Service Operation (ISBN 9780113310463)Continual Service Improvement (ISBN 9780113310494)
Service Strategy the design de elopment and implementation of ser ices and ser ice
The phases of the service lifecycle and core books of the v 3.0 IT Infrastructure Library are:
ITIL v3 Service LifecycleTerms
Activities
Concepts
Value
Service Strategy the design, development and implementation of services and service management as a strategic asset (ITIL Text, SS 1.2.3.1)
Service Design the design and development of services and service management processes, covering design principles and methods for converting strategic objectives into portfolios of services and service assets for both new and changed services (ITIL Text, SS 1.2.3.2)
Service Transition the development and improvement of capabilities for transitioning(ST) new and changed services into operations while controlling the risks
of failure and disruption (ITIL Text, SS 1.2.3.3)
(SS)
(SD)
Portions © 2007 OGCPortions © 2009 Greg Hines 14
Service Operation practices in the management of service operation to achieve(SO) effectiveness and efficiency in the delivery and support of services
so that value for the customer is realized (ITIL Text, SS 1.2.3.4)
Continual Service maintaining value for customers through better design,Improvement introduction and operation of services through their life (CSI) (ITIL Text, SS 1.2.3.5)
8
RecordDefineAnalyzeApproveCharter
DesignDevelop
Plan (Implementation)
TestTrainDocument
DeliverSupport
ITIL v3 Service LifecycleTerms
Activities
Concepts
Value
ServiceStrategy
ServiceDesign
ServiceTransition
ServiceOperation
concept fora new or enhanced
service
operatedservice
charteredservice
serviceportfolio
developedservice
servicedesign
package
operationalservice
documentationtrained:users
IT support
measurereportimprove
Portions © 2007 OGCPortions © 2009 Greg Hines 15
ContinualService
Improvement
improvevalue
Tocustomer
servicedata
ITIL v3 Service Lifecycle Processes
Service Service Service Service ContinualService
Terms
Activities
Concepts
Value
Service Portfolio Mgt
Financial Mgt
Demand Mgt
StrategyService Catalog
Mgt
ervi
ce L
evel
M
gt
AvailabilitM
gt
Information
Security Mgt
SupplierMgt
Design
Rel
ease
& D
eplo
ymen
t M
gt
ServiceTransition &
Planning
Testing &Validation
KnowledgeMgt
Evaluation
TransitionEvent
Mgt
Incident Mgt
Problem Mgt
OperationImprovement
Process
ServiceMeasurement
ServiceReporting
Improvement
Portions © 2007 OGCPortions © 2009 Greg Hines 16
Se
ty
CapacityMgt
IT Service C
ontinuity Mgt
R
ChangeMgt
Service Asset and
Configuration Mgt
RequestFulfillment
AccessMgt
9
The core books of the v 3.0 IT Infrastructure Library describe the following processes:Service Strategy
Terms
Activities
Concepts
Value
ITIL v3 Service Lifecycle Processes
Service Strategy
Service Portfolio Management – a dynamic method for governing investments in service management across the enterprise and managing them for value (ITIL Text, SS 5.3)
Financial Management – to provide the business and IT with the financial value of IT services and their underlying assets
Demand Management – to understand a customer’s demand for IT services and influence that demand to cost-effectively optimize capacity
Portions © 2007 OGCPortions © 2009 Greg Hines 17
Service Design
Service Catalog Management - to ensure that a service catalog is produced and maintained, containing accurate information on all operational services and those being
Terms
Activities
Concepts
Value
ITIL v3 Service Lifecycle Processes
maintained, containing accurate information on all operational services and those being prepared to run operationally (ITIL Text, SD 4.1.1)
Service Level Management - to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets (ITIL Text, SD 4.2.1)
Supplier Management - to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained (ITIL Text, SD 4.1.1)
Portions © 2007 OGCPortions © 2009 Greg Hines 18
10
Service Design
Capacity Management - to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner
Terms
Activities
Concepts
Value
ITIL v3 Service Lifecycle Processes
exists and is matched to the current and future agreed needs of the business, in a timely manner (ITIL Text, SD 4.1.1)
Availability Management - to ensure that the level of service availability in all services is matched to, or exceeds, the current and future agreed needs of the business, in a cost-effective manner (ITIL Text, SD 4.4.1)
IT Service Continuity Management - to support the overall business continuity management process by ensuring that the required IT technical and service facilities (including computer systems, network, applications, data repositories, telecommunications, environment, technical facilities and service desk) can be resumed within required, and agreed, business ti l (ITIL Text SD 4 5 1)
Portions © 2007 OGCPortions © 2009 Greg Hines 19
timescales (ITIL Text, SD 4.5.1)
Information Security Management - to align IT security with business security and ensure that information security is effectively managed in all service and service management activities (ITIL Text, SD 4.6.1)
Service TransitionService Asset and Configuration Management –to support the business and customer’s control objectives and requirements
Terms
Activities
Concepts
Value
ITIL v3 Service Lifecycle Processes
to support efficient and effective service management processes by providing accurate configuration information to enable people to make the right decisions at the right time
to minimize the number of quality and compliance issues caused by improper configuration of services and assets
to optimize the service assets, IT configurations, capabilities and resources(ITIL Text, ST 4.3.1)
Change Management - to respond to customer’s changing business requirements while maximizing value and reducing incidents, disruptions and re-work as well as to respond to the business and IT requests for change that will align the services with business needs (ITIL Text,
Portions © 2007 OGCPortions © 2009 Greg Hines 20
ST 4.2.1)
Release and Deployment Management - to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operation (ITIL Text, ST 4.4.1)
Knowledge Management – to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle (ITIL Text, ST 4.7.1)
11
Service Transition
Transition Planning and Support – to plan and coordinate resources to ensure that the requirements of service strategy encoded in service design are effectively realized in service
Terms
Activities
Concepts
Value
ITIL v3 Service Lifecycle Processes
requirements of service strategy encoded in service design are effectively realized in service operation and to identify, manage and control risks of failure and disruption across transition activities (ITIL Text, ST 4.1.1)
Service Validation and Testing – to assure that a service will provide value to customers and their business (ITIL Text, ST 4.5.1)
Evaluation – to set stakeholder expectations correctly and provide effective and accurate to change management to make sure changes that adversely affect service capability and introduce risk are not transitioned unchecked (ITIL Text, ST 4.6.1)
Portions © 2007 OGCPortions © 2009 Greg Hines 21
Service Operation
Event Management – to detect events, make sense of them and determine the appropriate control action in order to prevent or shorten the duration of service
Terms
Activities
Concepts
Value
ITIL v3 Service Lifecycle Processes
appropriate control action in order to prevent or shorten the duration of service disruptions
Incident Management – to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
Request Fulfillment – to provide quick and effective access to standard IT services which business staff can use to improve their productivity or the quality of business services or products
Problem Management to eliminate recurring incidents and minimize the effect of
Portions © 2007 OGCPortions © 2009 Greg Hines 22
Problem Management – to eliminate recurring incidents and minimize the effect of incidents that cannot be eliminated
Access Management – to provide the right for users to access a service or group of services while preventing access to non-authorized users of the service or group of services
12
Continual Service Improvement
7 Step Improvement Process – to provide a standard, governance based methodology for improving services and processes
Terms
Activities
Concepts
Value
ITIL v3 Service Lifecycle Processes
methodology for improving services and processes
Service Measurement – to enable the accurate measurement of the user experience of IT services
Service Reporting – to build, implement and manage a business-focused service reporting framework
Portions © 2007 OGCPortions © 2009 Greg Hines 23
The core books of the v 3.0 IT Infrastructure Library describe the following functions:Service Desk – a functional unit made up of a dedicated number of staff responsible
Terms
Activities
Concepts
Value
ITIL v3 Service Lifecycle Functions
Service Desk – a functional unit made up of a dedicated number of staff responsible for dealing with a variety of service situations, often made via telephone calls, web interface, email or automatically reported infrastructure events
Technical Management – the teams of people (groups, departments, etc) that provide technical expertise and overall management of the IT infrastructure
Application Management – the teams of people (groups, departments, etc) that are responsible for managing applications through their lifecycle
IT Operations Management – the teams of people (groups, departments, etc) ibl f i t d i t f i ti ’ IT
Portions © 2007 OGCPortions © 2009 Greg Hines 24
responsible for ongoing management and maintenance of an organization’s IT infrastructure to ensure delivery of the agreed level of IT services to the business
13
Portions © 2007 OGCPortions © 2009 Greg Hines 25
A service catalog is a document (or database) providing information about all live IT services, including those available for deployment.
TermsTerms
Activities
Concepts
Value
Portions © 2007 OGCPortions © 2009 Greg Hines 26
14
TermsThere are two type of Service Catalogs:
Business Service Catalog – displays the customer view of the service catalog and listing all services delivered to customers together with
Terms
Activities
Concepts
Value
catalog and listing all services delivered to customers together with relationships to the business units and the business processes that rely on the IT services
Technical Services Catalog – displays details of the IT services as well as supporting IT services, shared services, CIs, etc. necessary to provide the service (not visible to customers)
BusinessProcess 1
BusinessProcess 4
BusinessProcess 3
BusinessProcess 2
Business Service Catalog
Portions © 2007 OGCPortions © 2009 Greg Hines 27
Service A Service DService CService B Service E
SupportServices
NetworkServices
SoftwareServices
HardwareServices
DataServices
Technical Service Catalog
Service
Telecommunications
Telephone
Pager
Human Resources
Payroll
Job posting
Benefits
Professional development/education
Time and attendance
S ff S h d li
Consulting
Project Management
Collaborative Services
E mail
Mobility services
Example Business ServicesTerms
Activities
Concepts
Value
Voice mail
Intranet paging
Resource Scheduling
Conference rooms
Equipment
Training rooms
Finance/Accounting
General ledger
Accounting functions
Decision support
Reporting
Budgeting
Staff Scheduling
Performance Management
Travel
Meeting requests
Expense reports
System Access (Security)
Grant
Request
Biometrics
Training on IT
Desktop training
Systems training
IT professional development
Service Desk
Off the shelf desktop applications
Incidents and service requests
Remote Access
VPN
Mobility services
Collaborative software
Web based meetings
Video conferencing
Teleconferencing
Report Generation/Information Warehouse
Document Imaging
Sales and Marketing*
Facilities and Maintenance*
Physical Security Access
Wireless Access (guest)
Data Storage, Backup and Recovery
Portions © 2007 OGCPortions © 2009 Greg Hines 28
Budgeting
Revenue
Procurement/Supply Chain Management
Requisitioning
Purchase orders
Warehouse
Inventory control
Reporting
Dispensing?
VPN
Remote to desktop
Tokens
End User Technology
Install hardware
Install software
Move hardware
Change software
Network access (patching/port enablement)
Printer/output management
Mobility device
Disposal
Lifecycle
Infrastructure Services
Network
Storage
Printing
Data center
SPAM Filtering
Relaying
Information
15
Sample Business Service CatalogService Description Applications Number of
UsersBusiness Criticality
Terms
Activities
Concepts
Value
IT Service Desk
This service provides for a single point of contact with the information technologies division for all IT service disruptions, IT questions and IT service requests via telephone, facsimile, electronic mail and self service.
3,000 2
Electronic Messaging
This service provide electronic communications for users via electronic mail (workstation, internet and hand held access), chat and other means.
Lotus NotesBlackberryAOL Chat
3,000 3
Portions © 2007 OGCPortions © 2009 Greg Hines 29
Workstation Services
This service provides for new workstation installation, workstation movement, workstation retirement, installation of workstation software and upgrades of workstation hardware.
3,000 1
Example Technical ServicesTerms
Activities
Concepts
Value
NetworkData transport – Network equipment – switches/routers Data transport – Network equipment Data transport – Network equipment Network monitoring
Applications DevelopmentApplication Development (Design, Development, Documentation)Incident managementConsulting (Iternal Software Evaluations)I l t ti di tiNetwork management
Secure access to external and internal resources Secure access to and from Internet Data transport ‐ wired network installationData transport ‐ wired network maintenanceData transport ‐ wired network decommissioningData transport ‐ wireless network installationData transport ‐ wireless network maintenanceData transport ‐ wireless network decommissioningCable Head In ‐Maintenance and RepaireCable Head In ‐ AdministrationCable Relocates (Physical)Cable TV Fiber Setup/Teardown
Database
Implementation coordinationMoney TransfersReport Development (Crystal Reports, batch, etc.)Web Development and AdministrationGIS Development and AdministrationWeb Content ManagementResearchApplication MonitoringApplication Management (maintenance, patch management)Training (early life support)Access Database DevelopmentTestingRequirements GatheringForms Development
Portions © 2007 OGCPortions © 2009 Greg Hines 30
DatabaseDatabase installationDatabase tuningDatabase backup/restoreDatabase account managementDatabase schema changesDatabase consultingDatabase managementDatabase monitoringResearch
ServerAccount managementServer managementServer monitoringSAN Enterprise Storage Area managementSAN Enterprise Storage Area configurationInternet Security and Connection serviceActive Directory managementServer provisioningInfrastructure application maintenance
16
TermsService catalogs are not the same as a front end for user requests:
Many organizations, misled by software vendors, perceive a service catalog to be an automated way for users to request certain services
Terms
Activities
Concepts
Value
catalog to be an automated way for users to request certain services.
Portions © 2007 OGCPortions © 2009 Greg Hines 31
This is not a best practices type of service catalog!“A service catalog requires an integrated service request management process to be ‘actionable’”**
** The Guide to the Universal Service Management Body of Knowledge, Ian M. Clayton, Copyright © 2008 Service Management 101™; www.servicemanagement101.com
Activities• define “service” and services
• build a service catalog policy
Terms
Activities
Concepts
Value
• produce and maintain an accurate service catalog
• interface and align with Service Portfolio Management and the Service Portfolio
• interface and align with Service Asset and Configuration Management and the Configuration Management System (CMS) including:
Portions © 2007 OGCPortions © 2009 Greg Hines 32
including:− related services− related configuration items (CIs)
17
A Service Catalog Policy should be created which identifies:
Wh
ConceptsTerms
Activities
Concepts
Value
Roles/Responsibilities
WhatServices?
What isthe scope?
Whichservicedetails?
ServiceCatalogPolicy
Portions © 2007 OGCPortions © 2009 Greg Hines 33
Whatservice
statuses?
“A service catalog describes in detail the capability of each service in the form of the activities a customer of the service can perform.”**
Concepts – Service DetailsTerms
Activities
Concepts
Value
Possible information about the service could include:p• An introductory overview of the service provider organization and the service • The relationship to service portfolio/s and lines of service• All key concepts and terms used within the subsequent catalog descriptions in the form of a reference to a
glossary or in-built definition of terms• The functional scope or boundaries for authorized use of the service, geographic, political, activity and market
based, typically associated with service access points• The responsibilities of all parties in the form of a ‘service responsibility matrix’• How the service may be requested• How the service is provisioned• An introductory overview of the service provider organization and the service• The minimum and maximum service level characteristics, developed from series of “statements” contributed by
the other service management competencies, describing such things as availability, performance, capacity, security, and continuity options
Portions © 2007 OGCPortions © 2009 Greg Hines 34
** The Guide to the Universal Service Management Body of Knowledge, Ian M. Clayton, Copyright © 2008 Service Management 101™; www.servicemanagement101.com
y y p• What level of support is offered and available for problematic and normal service request situationsand how to
request service or report an incident• What reports will be provided for customer use in determining if the agreed service levels have been received• The pricing options, acquisition costs, and charging methods• How the service may be changed• Service level options• Service infrastructure or platform options• Key service quality and cost indexes**
18
Include:• all services operating in the live environment• all services being transitioned into the live environment
ConceptsTerms
Activities
Concepts
Value
Portions © 2007 OGCPortions © 2009 Greg Hines 35
A service portfolio is a mechanism used to manage the investment in IT services over its life.
The service portfolio has three parts:
ConceptsTerms
Activities
Concepts
Value
The service portfolio has three parts:Service Portfolio
Service State: a subset of services moving through “pre-design” state which are not yet visible to the customer
Service PipelineRequirements GatheredDefinedAnalyzedApprovedChartered
a published subset of Service CatalogDesignedDeveloped
Portions © 2007 OGCPortions © 2009 Greg Hines 36
Service RetirementRetired
pservices being designed and/or available to the customer
Service CatalogBuiltTestedReleasedMade Operational
“A service catalog is a marketing tool for service portfolios. They coexist and a service catalog enables and supports a service portfolio.” (USMBOK)
19
Value to the Business• cost savings to the business (in terms of time) due to a central
source of information on the IT services delivered by IT being made available
Terms
Activities
Concepts
Value
• cost savings to IT (in terms of time) because this information is available to IT enabling more rapid identification of services and service owners
• cost savings to IT and customers since the service catalog can aid in setting customer expectations of IT services
Portions © 2007 OGCPortions © 2009 Greg Hines 37
Value to IT• initial basis for determining charges for services
• change management impact analysis data source – especially
Terms
Activities
Concepts
Value
business impact/priority
• IT communications source (change management, incident management, problem management, release and deployment management) – business owner, business contact, escalation contact
• IT reference source (change management, incident management, problem management, release and deployment
Portions © 2007 OGCPortions © 2009 Greg Hines 38
p ob e a age e t, e ease a d dep oy e tmanagement) – especially service owner
• aids in the creation of categorization hierarchies for incident management and problem management
20
Value to IT• aids in the ability for incident management to better prioritize
incidents and identify major incidents
Terms
Activities
Concepts
Value
• aids in the ability for incident and problem management to better escalate incidents and problems to the correct team
• aids change management in selecting appropriate change advisory board and emergency change advisory board members
• provides a list of services that service level management needs to be sure are covered by service level agreements
Portions © 2007 OGCPortions © 2009 Greg Hines 39
• provides a list of services that need to be measured, monitored, reported and reviewed
Value to IT• performing a Business Impact Analysis (BIA) as part of IT Service
Continuity Management planning
Terms
Activities
Concepts
Value
• starting place for re-distributing workloads as part of Capacity Management
Portions © 2007 OGCPortions © 2009 Greg Hines 40
21
Summary
Sample Business Service Catalog
Service Description Applications
Number of Users
Business Criticality
IT Service Desk
This service provides for a single point of contact with the
3,000 2
Customer/UserService
Policy Service Details
Portions © 2007 OGCPortions © 2009 Greg Hines 41
information technologies division for all IT service disruptions, IT questions and IT service requests via telephone, facsimile, electronic mail and self service.
Electronic Messaging
This service provide electronic communications for users via electronic mail (workstation, internet and hand held access), chat and other means.
Lotus NotesBlackberryAOL Chat
3,000 3
Workstation Services
This service provides for new workstation installation, workstation movement, workstation retirement, installation of workstation software and upgrades of workstation hardware.
3,000 1
Business/Technical Service Catalog
ITIL v3 – APMG Service Catalog CertificateIn the summer of 2009, the APM Group announced another “Official ITIL V3 Complementary Guidance Course” which leads to the APMG Service Catalog Certificate. This certificate is an officially g yrecognized ITIL certification. It exists as an intermediate level course and provides 1.5 credits.
Managing Thro gh the Lifec cle
ITIL Expert with 22 credits
ITILMaster
with 25 credits
5 credits
Intermediate Level
Portions © 2007 OGCPortions © 2009 Greg Hines 42
4 credits each
ITIL Foundations for Service Management
ITIL Service Lifecycle Modules ITIL Service Capability Modules
Serv
ice
Stra
tegy
Serv
ice
Des
ign
Serv
ice
Tran
sitio
n
Serv
ice
Ope
ratio
n
Con
tinua
l Svc
Impr
ovem
ent
Serv
ice
Offe
rings
and
Agre
emen
t
Plan
ning
Pr
otec
tion
&
Opt
imiz
atio
n
Opp
erat
iona
l Sup
port
an
d An
alys
is
Rel
ease
, C
ontr
ol a
nd
Valid
atio
n
Managing Through the Lifecycle
Life
cycl
e St
ream
Capability Stream
2 credits
3 credits each
22
ITIL v3 – Next Edition“Ensure that service catalogue manager appears withinService Operation” **
Service Service Service Service ContinualService
Service Portfolio Mgt
Financial Mgt
Demand Mgt
StrategyService Catalog
Mgt
ervi
ce L
evel
M
gt
AvailabilityM
gt
CInform
ation Security M
gt
SupplierMgt
Design
Rel
ease
& D
eplo
ymen
t M
gt
ServiceTransition &
Planning
Testing &Validation
KnowledgeMgt
Evaluation
TransitionEvent
Mgt
Incident Mgt
Problem Mgt
OperationImprovement
Process
ServiceMeasurement
ServiceReporting
Improvement
Portions © 2007 OGCPortions © 2009 Greg Hines 43
** OGC Mandate for Change: Project requirements for an update to the ITIL® core publications, © The Stationery Office 2009, September 2009
Se
y
CapacityMgt
IT Service C
ontinuity Mgt
Change Mgt
Service Asset and
Configuration Mgt
RequestFulfillment
AccessMgt
Questions
Portions © 2007 OGCPortions © 2009 Greg Hines 44