Process Review & Maturity Reporting (Compliance)Roi & Value Reviews & Building Alignment Planning

Pattern of Business Activity

Service Level Management

Planning

Capture Service Requirements

Review/Update OLA and UPC

Produce SLA

SLA

Business Technical

Definition

Scoping

Policy

Update

Maintain

Service Catalogue Management

Supplier Management

Strategy

Policy

Evaluation

Contract

PerformancePerformance

Report

SKMS

Service Catalouge

Projected Service Outage

SERVICE DESIGN

Availability Management

Requirements

Plan

Implement

Monitor

Report

Availability Plan

Performance Report

SKMS

AMIS

Review

Improve

New Requirements

Plan

Maintain

CapacityManagement

Continuity Plan

Capacity Plan

SKMS

CMIS

IT Service Continuity

Business Impact Analysis

Requirements

Strategy

Plan

Implement

Review

Innovation

Information Security

Governance

Define Policy

Implement

Monitor

Analysis

Security Policy

SKMS

SMIS

Risk Management

Financial Management

Service Valuation

Funding

Charge back

ROI

SERVICE STRATEGY

Service Portfolio Management

Definition

Analysis

Authorisation

Charter

Demand Management

Patterns of Business Activity

Financial Plan

Patterns of Business Activity

SKMS

Service Portfolio

SERVICE OPERATION

Self ServiceService Desk

Request Fulfillment

Logging

Modelling

Workflow Automation

Fulfillment

Closure

Identification & Logging

Categorise

Priortise

Diagnose

Resolution & Recovery

Closure

Incident Management

Problem Management

Detect & Logging

Categorise

Priortise

Analysis & Diagnosis

Resolution

Closure

Review

Request Model

Customer Satisfaction

Survey

Service Improvement

Proposals

Event Management

Design & Event Modelling

System Configuration

Service Monitoring

Response & Closure

Review

SecurityPolicy

Associated Functions

IT Operations Management

Technical Management

Application Management

Request Logging

Request Verification

Provide Access Rights

Restrict/RemoveAccess Rights

Maintain Roles & Groups

Access Management

SKMS

Alerts &Events

Known Errors

Problem Records

Incident Records

Service Requests

SERVICE TRANSITION

Service Asset & Configuration

Planning & Identification

Control

Status Reporting

Verification& Audit

Housekeeping

Licence Management

Discovery Tools

Registration & Categorisation

Assessment & Authorisation

Plan & Control

Schedule Changes

Measurement & Reporting

Service Evaluation

Emergency Change

Change Management

Planning

Preparation

Build & Test Cycles

Pilot & Deployment

Retirement

Early Life Support

Release Review

Release &Deployment

Knowledge Management

Record & Approve

Monitoring

Work Order

DefinitiveMedia

Libraries

Customer SatisfactionSurveys

Survey Reviews and Improvement Planning

Management Information Review & Trend Reporting

Service Reporting Communications Strategy & Plan

Spares Store

Asset Store

CAB

Schedule of

Change

onM

28

SKMS

Known Errors

SKMS

CMS

CMDB’sOrganisationand RACI

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Validation &

Test Plans

Release Package

Remediation Plans

Patch Management