ITIL PROCESS MODEL SERVICE STRATEGY …...Service Level Management • Supplier Management Warranty...
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CAB - Change Advisory Board CONTINUAL SERVICE IMPROVEMENT Service Metrics & Measurement SERVICE STRATEGY Service Design Package (Warranty & Utility) Process Metrics SERVICE DESIGN Process Metrics SERVICE TRANSITION Release Package Process & Technical Metrics SERVICE OPERATION Development Long Term Business Objectives THE BUSINESS Business Requirements (Utility) EXTERNAL SUPPLIERS Contracts CONTRACT SERVICE LEVEL AGREEMENTS (SLA) Service Portfolio • Service Pipeline • Service Catalogue • Retired Services ITIL ® is a registered trade mark of AXELOS Limited. Copyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. © ILX Group plc. Based on AXELOS ITIL ® material. ITIL ® PROCESS MODEL CMDB’s DML KEDB CMIS AMIS SKMS CMS SCMIS ISMS/SMIS Alerts, Warnings (Integrated Tool) Abbreviations: SKMS – Service Knowledge Management System CMS – Configuration Management System CMDB – Configuration Management Database AMIS – Availability Management Information System ISMS – Information Security Management System SMIS – Security Management Information System CMIS – Capacity Management Information System KEDB – Known Error Database SCMIS – Supplier & Contract Management Information System ITSCM – IT Service Continuity Management • Requests for Change • Approval • Schedule • Reviewing Change Mgt Process ECAB - Emergency Change Advisory Board • Assist Change Manager with assessing emergency changes • Subset of CAB membership • Transition Planning and Support • Service Asset and Configuration Management • Change Management • Change Evaluation • Release and Deployment Management • Knowledge Management • Service Validation and Testing • 7 Step Improvement Process • Models and Techniques • Deming Cycle • CSI Approach • Design Coordination • Service Catalogue Management Relationship Processes • Service Level Management • Supplier Management Warranty Processes • Availability Management • Capacity Management • ITSCM • Information Security Management Underpinning Agreements • Strategy Management for IT Services • Financial Management for IT Services • Service Portfolio Management • Demand Management Relationship Process • Business Relationship Management FUNCTIONS • Service Desk - Local - Centralized - Virtual - Follow the sun • Operations Management - IT Operations Control - Facilities Management • Technical Management • Application Management PROCESSES • Event Management - Information - Alerts - Warning - Exception • Incident Management • Request Fulfilment • Problem Management - Proactive - Reactive • Access Management PLAN DO CHECK ACT Continual quality control and consolidation Maturity level Timescale Consolidation of the level reached Effective quality improvement Business IT alignment Plan - Project Plan Do - Project Check - Audit Act - New actions Business vision, mission, goals and objectives What is the vision? Where are we now? Baseline assessments Where do we want to be? Measurable targets How do we keep the momentum going? How do we get there? Service and process improvement Did we get there? Measurements and metrics 2. Define what you will measure 3. Gather the data • Who? How? When? • Criteria to evaluate integrity of data • Operational goals • Service measurement 5. Analyse the information and data • Trends? • Targets? • Improvements required? 6. Present and use the information • Assessment summary • Action plans • Etc. 7. Implement improvement 4. Process the data • Frequency? • Format? • Tools and systems? • Accuracy? Knowledge Information Data Wisdom 1. Identify the strategy for improvement • Vision • Business need • Strategy • Tactical goals • Operational goals OPERATIONAL LEVEL AGREEMENTS (OLA) Service Reporting Apply For further details please contact us at: W: www.ilxgroup.com T: +44 (0) 1270 611600 E: [email protected] ISBN 978-0-9544884-4-4 Published Sept 2011.
Transcript of ITIL PROCESS MODEL SERVICE STRATEGY …...Service Level Management • Supplier Management Warranty...
CAB - Change Advisory Board
CONTINUAL SERVICE IMPROVEMENT
Service Metrics & Measurement
SERVICE STRATEGY
Service Design Package(Warranty & Utility)
ProcessMetrics
SERVICE DESIGN
Process Metrics
SERVICE TRANSITION
Release Package
Process &TechnicalMetrics
SERVICE OPERATION
Development
Long Term Business Objectives
THE BUSINESS
Business Requirements (Utility)
EXTERNALSUPPLIERS
Contracts
CONTRACT
SERVICELEVELAGREEMENTS(SLA)
Service Portfolio• Service Pipeline• Service Catalogue• Retired Services
ITIL® is a registered trade mark of AXELOS Limited. Copyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. © ILX Group plc. Based on AXELOS ITIL® material.
ITIL® PROCESS MODEL
CMDB’s
DMLKEDB
CMIS
AMIS
SKMS
CMS
SCMIS
ISMS/SMIS
Alerts, Warnings (Integrated Tool)
Abbreviations:SKMS – Service Knowledge Management SystemCMS – Configuration Management SystemCMDB – Configuration Management DatabaseAMIS – Availability Management Information SystemISMS – Information Security Management SystemSMIS – Security Management Information System
CMIS – Capacity Management Information SystemKEDB – Known Error DatabaseSCMIS – Supplier & Contract ManagementInformation SystemITSCM – IT Service Continuity Management
• Requests for Change• Approval• Schedule• Reviewing Change Mgt Process
ECAB - Emergency Change Advisory Board
• Assist Change Manager with assessing emergency changes• Subset of CAB membership
• Transition Planning and Support• Service Asset and Configuration Management• Change Management• Change Evaluation• Release and Deployment Management• Knowledge Management• Service Validation and Testing
• 7 Step Improvement Process
• Models and Techniques
• Deming Cycle
• CSI Approach
• Design Coordination• Service Catalogue Management
Relationship Processes• Service Level Management• Supplier Management
Warranty Processes• Availability Management• Capacity Management• ITSCM• Information Security Management
UnderpinningAgreements
• Strategy Management for IT Services
• Financial Management for IT Services
• Service Portfolio Management
• Demand ManagementRelationship Process• Business Relationship Management
FUNCTIONS• Service Desk - Local - Centralized - Virtual - Follow the sun• Operations Management - IT Operations Control - Facilities Management• Technical Management• Application Management
PROCESSES• Event Management - Information - Alerts - Warning - Exception• Incident Management• Request Fulfilment• Problem Management - Proactive - Reactive• Access Management
PLAN
DOCHECK
ACT
Continual quality control and consolidation
Mat
urity
leve
l
Timescale
Consolidationof the level reached
Effective qualityimprovement
Business ITalignment
Plan - Project PlanDo - ProjectCheck - AuditAct - New actions
Business vision, mission, goals and objectivesWhat is the vision?
Where are we now? Baseline assessments
Where do we want to be? Measurable targets
How do we keepthe momentum
going?
How do we get there? Service and processimprovement
Did we get there? Measurementsand metrics
2. Define what you will measure
3. Gather the data• Who? How? When?• Criteria to evaluate integrity of data• Operational goals• Service measurement
5. Analyse the information and data• Trends?• Targets?• Improvements required?
6. Present and use the information• Assessment summary• Action plans• Etc.
7. Implement improvement
4. Process the data• Frequency?• Format?• Tools and systems?• Accuracy?
Knowledge Information
DataWisdom 1. Identify the strategy for improvement• Vision • Business need• Strategy • Tactical goals• Operational goals
OPERATIONALLEVELAGREEMENTS(OLA)
Service Reporting
Apply
For further details please contact us at:W: www.ilxgroup.com T: +44 (0) 1270 611600
E: [email protected] 978-0-9544884-4-4 Published Sept 2011.
AustraliaT 1300 ILX [email protected]
New ZealandT +64 9 363 [email protected]
