Mountainviewwww.mountainview.caitsm@mountainview.ca

ITIL is a t radem ark o f OGC PM BoK is a t radem ark of PM I

COBIT is t radem ark o f IS ACA & ITGI

COBIT 4.1

M on itor an d Evalu at e

ME4 Provide IT Governa nce

ME3 Ensure Compliance With Exte rnal Requ iremen ts

ME2 M onitor and Evalua te Inte rnal Con trol

ME1 M onitor and Evaluat e IT Pe rform ance

De liver an d Su pp or t

DS13 Mana ge Op eration s

DS12 Mana ge th e Physical Environme nt

DS11 Manag e Data

DS10 Mana ge Proble ms

DS9 Mana ge th e Conf ig uration

DS8 Manag e Service Desk and In cid ents

DS7 Educat e and Tr ain Users

DS6 Id entify an d Alloca te Costs

DS5 Ensur e Syst ems Security

DS4 En su re Co ntinuous Se rvice

DS3 M anage Perfor mance and Ca pacity

DS2 Manag e T hird-p arty Ser vice s

DS1 De fine an d Ma nage Ser vice Levels

Plan an d Or ga niz e

PO10 Man age Pro je cts

PO9 Assess a nd Ma nage I T Risks

PO8 Man age Q uality

PO7 Mana ge IT Human Resources

PO6 Co mmunicat e Man ageme nt Aims and Dir ection

PO5 Mana ge the IT Investmen t

PO4 Define the IT Pro cesses, Or ganisation and Relationships

PO3 Deter mine Techn ological Dire ctio n

PO2 Define the Inform ation Arch it ecture

PO1 Define a St rategic IT Plan

Ac quir e a nd Im p lem en t

AI 7 Install a nd Accredit Solut io ns and Change s

AI 6 Man age Cha nges

AI 5 Procure IT Resources

AI4 Enable Opera tio n and Use

AI3 Acquire and Main tain T echnology Infr astructur e

AI2 Acquire and Maintain App lication Software

AI1 Ide ntify Automat ed Solutions

PMBoK Edition 4

Process Groups

ClosingC los e Proc urem ent

Clos e Pro ject o f Phase

Monitoring & Control

Administer Procurement

M oni tor and C ontro l R isk

Report Perform ance

Perform Q ual i ty Contro l

Control Cost

Control Schedule

Control Scope

Verify Scope

Perform Integrated Change Contro l

M oni tor and Contro l Pro ject W or k

Executing

Conduct Procurem ent

M anage Stak eholders E xpec tations

Distribute Information

M anage P ro jec t Team

D evelop Pro ject Team

Ac qui re Pro ject Team

Perform Q uali ty As s uranc e

Direc t and Manage Pro ject E xec ution

Planning

Plan Pr oc urem ent

Plan R is k Res pons es

Perform Q uantita tive Ris k Analy s is

Perfor m Qual i tativ e Ris k Analys is

Identify Risk

Plan Risk Managem ent

Plan C om m unic ations

Develop H um an Res ources Plan

Plan Q uali ty

Determine Budget

Estimate Cost

Develop Schedule

Estim ate ac tiv i ties Duration

Estim ate A ctiv ities R esourc es

Sequence Ac tiv i ties

D efine Ac tivi ties

Create WBS

Define Scope

C ol lec t R equi rem ents

Develop Pr ojec t M anagem ent Plan

InitiatingIdenti fy Stakeholders

Dev elop Pro jec t C harter

Knowledge Areas

Procurement

C los e Proc urem ent

Administer Procurement

Conduct P rocurem ent

Plan Proc urem ent

Risk

M oni tor and Contro l Ris k

P lan R is k Res pons es

Perform Q uantita tive Ris k Analy s is

P erfor m Qual i ta tiv e Ris k Analys is

Identify Risk

Plan R isk Management

Communications

R epor t Performanc e

M anage S tak eholders Expec tations

Distribute Information

P lan C om m unic ations

Identify Stakeholder s

Hum an Re so urces

Manage Pro jec t Team

Dev elop Pro jec t Team

Ac quire Pro jec t Team

Dev elop Hum an R esourc es Plan

Quality Perform Q uali ty Contro l

Perform Q ual i ty As s ur anc e

Plan Q ual i ty

Cost Control Cost

Determine Budget

Estimate Cost

Time

Control Schedule

Develop Schedule

E stim ate ac tiv i ties Duration

E stim ate A ctiv ities R esourc es

Sequence Ac tiv i ties

D efine Ac tivi ties

Scope

Control Scope

Verify Scope

Create WBS

Define Scope

Col lec t Requirem ents

Integration

Close Pro ject of Phase

Perform Integrated Change Contro l

M onitor and Contro l Pro ject Work

Direc t and M anage Pro ject E xec ution

Dev elop Pro ject Management P lan

Dev elop P ro jec t C harter

ISO20000:2005

ResolutionProb le m M anagem ent

Incident Mana gement

RelationshipBusine ss Relationsh ip Ma nageme nt

Supp lier M anagem ent

Release Re le ase Manage ment

ControlConfiguration Management

Change M anage ment

Service Delivery

Budge ting and Accounting for IT Services

Service Reportin g

Infor mation Security M anage ment

Ser vice Continu it y and Ava ilab ility Manag ement

Capacity Mana gement

Service L evel Ma nagem ent

Consultancy

Mentoring

Facilitation

I TSM Au dit an d A ssessme nt

CMMI

OGC IT IL V2

ISO20000

Rapid ITSMTurn-key IT SM Process Docum entation

Training

COBIT

IS O 270 00

IS O 200 00

Le ad Aud it or

Professional/Implementor

Foundation

I TIL Ve rsi on 2

Service Manager

Practitioner

IPPI

IPAD

IPSR

IPRC

Foundation2 D ay

I TIL Ve rsi on 3

Advanced: TBD

Manager BridgeM anager' s Bridge 5 DayManag in g th e LifecycleMALC 5 Day

Lifecycle Stream

C ontinuous Serv ice Im provem ent

Serv ice Operation

Serv ic e Trans i tion

Service Design

Service Strategy

Capability Stream

O SA: Operational S upport and A naly sis

R CV : Release, Contro l and Val idation

SO A: S er vic e O fferings and Agreem ents

P PO: Planning, Protec tion and O ptim ization

Foundation BridgeFoundation C BT - Sel f Pac ed

Foundation 1 Day

FoundationFoundation CBT

Foundation 3 Day

Courseware

COBIT

ISO 2 70 00

ISO 2 00 00

Le ad Aud ito r

Professional/Implementor

Foundation

IT IL Ve rsi on 2

Service Manager

Practitioner

IPPI

IPAD

IPSR

IPRC

Foundation2 Day

IT IL Ve rsi on 3

Advanced: TBD

Manager BridgeM anager' s Bridge 5 D ay

Managing the LifecycleMALC 5 Day

Lifecycle Stream

C ontinuous Serv ice Im pr ov em ent

Serv ic e O peration

Servic e Tr ans i tion

Service Design

Service Strategy

Capability Stream

O SA: O perational Support and A naly sis

R CV: Release, Contro l and Val idation

SO A: Serv ic e Offerings and Agreements

PP O: Planning, Protection and O ptim ization

Foundation BridgeFoundation CB T - Sel f Pac ed

Foundation 1 Day

FoundationFoundation CBT

Foundation 3 Day

ITIL Version 3

C on ti nua l Servic e Im prove m ent

Roles

Reporting Analyst

Knowledge M anagem ent P roces s O wner

Service Owner

CSI Manager

Service Manager

Process Owner

Ens ure l ine m anagem ent rec eiv es the neces s ar y sta ff resourc es and appr opria te tra in ing.

Ens ur es that the ro les are docum ented, reviewed & audited

Ens ur ing a l l re lev ant s taff ar e tra ined in the proces s and the i r ro le

Addres sing any iss ues wi th the running of the proces s

Prov id ing input to the ongoing Servic e Im provem ent Plan

Rev iew ing any propos ed enhanc em ents to the proc es s

Im proving the effectiv enes s and effic ienc y of the proces s

As sis ting wi th and being u l tim ate ly responsib le for the proces s design

Rev iew ing KPIs and tak ing ac tion requi red fo l low ing the analy sis

Define the KPIs to evaluate the effec tiv enes s and effic ienc y of the pr oc es s

D oc um enting and publ iciz ing the proc ess

Ens ur es that the i r proc es s is be ing perform ed acc ord ing to the agreed and doc um ented pr oc es s

Al l proc ess es need Proc ess Ow ners . Thei r r es ponsib i li ties include:

Outputs

Servic e Im prov em ent P lans

Servic e Im provem ent Ac tions

Audits

Assessments

InputsServ ice Cata logue

Serv ice Portfol io

Serv ice Knowledge M anagem ent Sy s tem (SKM S)

Processes

PDCA

Act

Check

Do

Plan

7 Step Improv ement M ethod

7 Im plem enting c orrec tiv e ac tion

6 Pres enting and us ing the inform ation

5 Analy sing the data

4 Proces s ing the data

Outputs

Logic a l groupings of data ready for analy sis .

Reports

Updated Av ailab i li ty and Capaci ty Plans

Inputs

Report tem plate

Report fr equenc y

List o f m etric s, K PI, CS F, objec tiv es and goals

Serv ic e Cata logue

OLAs

SLAs

Reporting requi rem ents

Data co l lected through m oni tor ing

3 Gathering the data

Outputs

Agreement on the in tegri ty o f the data.

Collection of data

Input on IT c apabi li ty

Monitoring plan

Identi fied too ls to us e

Monitoring procedures

Updated Avai labi l i ty and C apac i ty Plans

Inputs

Cus tom er s atis faction surv ey s.

L is t o f what to m eas ur e

Gap analy sis report

L is t o f what y ou can m eas ur e

Lis t o f w hat you s hould m eas ur e

P revious trend analys is reports

Serv ic e im prov em ent plans

Av ai lab il i ty and Capaci ty Plans

E xis ting moni toring and data c apture c apabi li ty

Existing SLAs

New bus iness requi rem ents

2 Define what y ou can m easure Inputs

Existing reports.

Tec hnic a l and us er m anuals from ex is ting too ls

Work ins tructions

Procedures

Process flows

Lis t o f what y ou s hould m eas ur e

1 Define what y ou s hould m easure Inputs

Balanc ed S corec ard.

Budget cycle

G ov ernance requi rem ents

Legislative requirements

Corporate, d iv is ional and departm enta l goals and objec tiv es

Vis ion and m is sion sta tem ents

Servic e C ata logue

Servic e leve l r equi rem ents and targets

C ontinuous Serv ic e Im prov em ent M odel

H ow do w e k eep the mom entum going?

Did we get there? Measurements & metrics

H ow do we get there? Serv ice & proc ess im prov em ent

Where do we want to be? Measurable targets

Where are w e now ? B as el ine as ses s ments

What is the vis ion? B us iness vis ion, m is s ion, goals and objec tives

Key Concepts

Value/Benefits

Value on Inv estm ent (VO I): The ex tra va lue c reated by es tab l ishm ent o f benefi ts that inc lude non-m onetary or long-term outcomes

Return on Inves tm ent (RO I): The d i fferenc e between the benefi t (s aving) ac hiev ed and the amount ex pended to ac hieve that benefi t

Benefi ts : The gains achieved through rea l iz ation of improv em ents , us ually but not a lway s expres sed in monetary terms.

Improv em ents : O utcom es that w hen c om pared to the befor e s tate, show a meas urable inc rease/decr eas e in a desi rab le m etric

GoalProv ide guidance on mainta in ing the v a lue for c ustom ers through the continual ev a luation and im provem ent o f the qual i ty o f s ervic es and the ov era l l m atur ity o f the ITSM serv ice l i fecy c le and underly ing proces ses .

Servi ce Op eratio n

Functions

IT Operations Managem ent Func tion

Facilities ManagementM anagem ent o f the phys ica l IT env i ronment (D ata Centre, c omputer r oom s , rec ov ery si tes , power and c ool ing equipm ent, )

IT O perations Contro l

Maintenance activities

Print and Output m anagem ent

Bac k up and Res tore

J ob Schedul ing,

C ons ole M anagem ent

O v ers ees the exec ution and m onitoring of the oper ational ac tivi ties and ev ents in the IT In fras tructure ( i.e . O perations Bridge or N etwork O per ations Centre.

Application Management GoalM anages applic ations throughout the i r l i fec y cle P er for med by any departm ent, group or team involved in m anaging and s upporting operational applic ations

Tec hica l M anagem ent GoalCus todian of tec hnic a l k now ledge and ex pertis e re la ted to m anaging the IT In fras tructure. E ns ures that the k now ledge requi red to design, tes t, m anage and im prove IT serv ices is identi fied, dev eloped and r efined

Service Desk

KPI-Metrics

Cus tomer Satis fac tion Surv eys

The number of c a l ls brok en dow n by tim e of day and day of week, com bined w ith the av er age c a l l-tim e m etric

Av erage tim e to rev iew and clos e a resolv ed ca l l

Perc entage of cus tomer or user updates c onduc ted wi th in target tim es, as defined in SLA targets

Tota l cos t o f the Serv ic e Des k div ided by the num ber of c a lls .

Av erage Servic e Des k cos t o f handling an inc ident

Av erage time to esc alate an inc ident (where fi rs t-line res olution is not poss ib le)

Av erage tim e to res olv e an inc ident (when resolv ed at firs t l ine)

The fi rs t-line res olution ra te

percentage of c al ls res olv ed by the Serv ic e D es k s taff them s elv es wi thout hav ing to s eek deeper s upport fr om other groups

percentage of ca l ls resolv ed during the fi rst contact wi th the Servic e Des k , i.e . w hile the us er is sti l l on the te lephone to repor t the ca l l

percentage of ca l ls resolv ed at firs t l ine, wi thout the need for es calation to other s upport groups .

Staffing

Super Users Us er c omm uni ty spec ia l ist

S taff r etention

Tra in ing and Mentoring

Skill levels

Technical awareness

Serv ic e awareness

Business awareness

Interpersonal skills

Staffing levels

The num ber of c us tom ers and users to support

Siz e, re la tive age, design and c om plex i ty o f the IT In frastruc ture

Bus ines s requir em ents , s uch as budget, ca l l res pons e tim es, e tc.

Cus tomer s ervic e ex pec tations

Or ganiz ational Struc ture O ptions

Vi rtua l S ervic e Des k Im press ion there is a s ing le S erv ic e Des k

Centralized Service Desk

Leveraged h igher s ki l l lev els

Higher v o lum e of ca l ls

Ec onom y , e fficiency and effec tiv eness

Local Serv ice Des k

Specia l iz ed groups, users , V IP , s ervic es that requi re spec ia l ist

Different time zones

Language and c u ltura l or po li tica l d i fferences

Goal The primary a im of the Serv ic e D esk is to res tore the norm al s ervic e to the us er s as qu ick ly as pos s ib le

Roles

Serv ice Des k ro les

Super Users

Servic e Des k Analys ts

Serv ic e Des k Superv is or

Servic e Des k M anager

Applic ation M anagem ent ro lesAppl ications Analy s t/Arc h itec t

Appl ications Managers /Team -leaders

IT O per ations M anagem ent ro les

IT Operators

IT Operations A naly s ts

Shift Leaders

IT Operations Manager

Tec hnic a l M anagem ent r oles

Technical Operator

T ec hnica l Analy s ts/Ar ch i tects

T ec hnica l M anagers /Team-leaders

Ac ces s M anagem ent r oles

Operations Management

Technica l and Applic ation Management

Service Desk

Access Manager

Request Ful fi llm ent ro le Service Desk

Ev ent M anagem ent Roles

Operations Management

Tec hnica l and Applic ation M anagement

Service Desk

Event M anager

Problem M anagem ent ro lesProblem Solving G roups

s upport c ontractors

suppliers

technic al s upport groups

Problem Manager

Incident M anagem ent ro les

Third-line

N ote: D epending upon where an organiz ation dec ides to sourc e i ts support s erv ic es, any of the abov e groups

c ould be in ternal or external groups.

Env i ronm enta l Equipm ent M aintainers /Suppl iers.

H ardware M aintenanc e Engineers

Database Support

Application Management

Desktop Support

Server Support

V oic e Support (i f s eparate)

Network Support

Thi rd-l ine s uppor t wi l l be provided by a num ber of interna l tec hnic a l gr oups and/or th i rd- party

suppliers/maintainers. They include:

Second-line

C an be outs ourc ed if the Servic e Des k i tse l f has been outs our ced.

A s econd-l ine s upport m anager (or s uperv isor if jus t a sm al l group) wi l l nor mal ly head th is group

P rovide tra in ing/awarenes s to Serv ic e D es k and other during bus y periods or sta ff s hortages .

Prov ide good com m unic ation wi th Serv ice Des k

H andle many of the les s c ompl icated inc idents , leav ing m ore s pecia l is t ( th i rd-l ine) s upport gr oups

W or k on incident d iagnos is and resolution wi thout interferenc e from te lephone in terruptions

M ade up of s taff w i th gr eater ( though s til l gener al ) tec hnic a l s ki l ls than the Serv ice D esk

Fi rst-l ine (S er vic e Des k )

Us es Tec hnic a l or Appl ication Managem ent s ta ff to be on the Servic e Des k .

P erform ac tions s eparate from the other Servic e O per ation functions.

P rov ides a point o f c om munication to the us er s and a po int o f c oor dination for sev era l IT groups and processes.

The prim ary po int o f c ontac t for us ers when ther e is a s erv ic e d isr uption, for s er vic e reques ts or ev en for s om e c ategories of Reques t for C hange.

Incident Manager

D evelop ing and mainta in ing the Inc ident M anagem ent proces s and proc edures .

M anaging M ajor Inc idents

Develop ing and m ainta in ing the Incident M anagem ent s y stem s

M oni toring the effec tiv eness of Inc ident M anagem ent and m aking rec omm endations for im prov em ent

M anaging the w or k of inc ident s upport s ta ff ( firs t- and s econd-l ine)

Pr oduc ing management in form ation

D riving the effic ienc y and effec tivenes s of the Inc ident Management proc ess

Third Line

Second Line

Firs t L ine (Serv ic e D es k Agent)

Incident Manager

Process Owner

E ns ure l ine m anagem ent rec eiv es the nec es s ary s taff resourc es and appropr ia te tra in ing.

Ens ures that the roles are doc um ented, rev iew ed & audited

Ens uring a l l re levant s ta ff are tra ined in the proc es s and thei r ro le

A ddres s ing any is sues wi th the running of the proc es s

Prov id ing input to the ongoing Serv ic e Im provem ent Plan

Rev iewing any propos ed enhancem ents to the proc ess

Im prov ing the effectiv enes s and effic ienc y of the proces s

As s is ting wi th and being u l tim ate ly respons ib le for the proces s des ign

Rev iewing KPIs and tak ing ac tion required fo l lowing the analy s is

Define the KPIs to evaluate the effec tiv eness and effic ienc y of the proces s

D ocum enting and publ ic iz ing the proc ess

Ens ures that thei r proc es s is be ing perform ed acc ord ing to the agreed and docum ented proces s

Al l proc ess es need Proc es s Ow ners. Thei r responsib i l ities include:

OutputsServ ice Perform anc e Reports

Operational Services

Operational Plans

InputsServ ic e C ata logue

Serv ic e Portfo lio

Serv ic e Knowledge Management S ys tem (SKM S)

Processes

P roblem M anagem ent

KPI-Metrics

Outputs

RFC

Work-arounds

KEDB

Problem Records

Management Information

InputsAl l l i fec y cle proc es ses

Incident Database

Activities

Errors detected in the dev elopm ent env i ronm ent

M ajor Problem R eview

Problem Closure

Problem resolution

Raising a Known Err or Rec ord

Workarounds

Investigation and Diagnosis

Prioritization

Categorization

Problem Logging

Problem Detec tion

Proac tiv e P roblem M anagement In itia ted in Servic e O peration, but genera l ly driv en as part o f C ontinual Servic e Im pr ov em ent

Reactiv e Pr oblem M anagem ent Ex ecuted as part o f S er vic e Operation and is therefore c ov ered in Serv ic e O perations

GoalThe k ey ob jec tives of P roblem M anagem ent are to prev ent prob lem s and res ulting incidents from happening,

to e l iminate recurr ing inc idents and to min im iz e the im pac t o f inc idents that cannot be prevented.

Ac ces s M anagement

KPI-Metrics

Outputs

Us er in form ation

Identity

Management Information

Inputs

A request fr om the m anager of a departm ent, who c ould be perform ing an HR ro le , or who c ould hav e made a dec is ion to s tart using a s ervic e for the fir st tim e.

A r eques t from the appropria te Hum an R es ourc es Managem ent pers onnel (whic h s hould be channelled v ia

the Serv ic e D es k ). Th is is us ually generated as part o f the pr oc es s for h iring, prom oting, re loc ating and termination or reti rem ent.

A Serv ice Reques t. Th is is us ually in itia ted through the S er vic e Des k, or d irec tly in to the R eques t Fulfi lm ent

sy s tem, and ex ecuted by the re lev ant Technic al or Applic ation M anagem ent teams .

An R FC. This is mos t frequently us ed for lar ge-s c ale serv ice in troductions or upgrades w here the rights o f a

sign i fic ant number of us ers need to be updated as part of the pro jec t.

Activities

Rem ov ing or R estric ting Rights

Logging and T rac k ing acc es s

M oni toring Identi ty Status

Providing Rights

Verification

Requesting Access

GoalThe purpos e of the Ac ces s M anagem ent pr oc es s is to prov ide the rights for us ers to be able to ac ces s a s erv ic e or gr oup of serv ices , w hi le prev enting ac ces s to non- authorized us ers .

R eques t Ful fi llem ent

KPI-Metrics

Lev el of cl ient s atis faction w ith the handl ing of Serv ic e R eques ts (as m eas ured in s ome form of satis fac tion survey)

The av er age c ost per ty pe of Serv ic e Request

The num ber and perc entage of Servic e R eques ts com pleted w i thin agreed target tim es

The m ean e laps ed time for handl ing eac h ty pe of Servic e Reques t

The siz e of curr ent bac k log of outs tanding Serv ice R eques ts

Br eak down of s ervic e requests at each s tage (e.g. logged, WIP, c losed, e tc .)

The to ta l number of Serv ic e R eques ts (as a contro l m easure)

OutputsIncident Managem ent

A s trong link is a lso needed between Reques t Ful film ent, Releas e, A ss et and C onfiguration M anagement

Inputs S ervic e D esk /Incident M anagem ent

Activities

Closure

Fulfillment

O ther appr ov al

Financial approval

M enu se lection

Goal

The purpose of Reques t Ful fi llm ent is to enable us ers to request and receive standard s ervic es; to sourc e

and deliv er these serv ices ; to prov ide inform ation to users and cus tom ers about s ervic es and procedures for obta in ing them; and to as sis t w ith genera l in form ation, c om pla in ts and c om m ents.

Ev ent Managem ent

KPI-Metrics

Outputs

Corre la tion Engines c onta in deta i led r ules to determ ine the s ign i fic anc e and appr opria te res pons e to events

Vendor s m oni toring too ls agent software

M anagem ent In form ation Bas es (M IBs ) o f IT dev ic es

SNM P m es s ages , w hic h are a standard w ay of com m unic ating tec hnica l in form ation about the s tatus of com ponents of an IT Infras truc ture

Incident M anagem ent

Inputs

A s i tuation where a dev ice, database or appl ic ation, e tc. has reac hed a predefined threshold of perform anc e

Ac ces s of an appl ic ation or databas e by a us er or automated proc edure or job

A s tatus c hange in a dev ic e or database rec ord

The c ompletion of an autom ated tas k or job

An ex c eption wi th in a busines s pr oc es s that is be ing moni tored by Event M anagem ent

Ex ceptions to any leve l o f C I perfor manc e defined in the des ign s pec i fic ations , O LAs or SO Ps Ex ceptions to an automated proc edur e or proc es s

Activities

Ev ent C los ure

Action Review

R epons e Selection

Triggering

Ev ent Corre la tion

Ev ent S ign i ficanc e D eterm ination

Ev ent Fi ltering

Ev ent Detec tion

Ev ent Noti fic ation

Instrumentation

GoalTo m onitor and c ontro l the IT in fras tructure to detec t, corr ela te and determ ine the appr opria te ac tion To c om m unic ate a l l ev ents that has or c an reduc e the qual i ty o f serv ice to Inc ident M anagem ent.

Inc ident M anagem ent

KPI-Metrics

Num ber of incidents reopened and as a perc entage of the to ta l

A verage c os t per inc ident

Perc entage of incidents handled wi th in agreed res pons e tim e

Mean e lapsed tim e to ac hiev e incident res olution or c i rcum v ention, brok en dow n by impac t c ode

N umber and perc entage of m ajor incidents

S iz e of c urrent inc ident bac klog

B reak down of inc idents at eac h s tage ( e.g. logged, work in progres s, c losed etc )

Total num bers of Inc idents (as a c ontro l m eas ur e)

Roles

Third-line

Second-line

Firs t-l ine [Serv ic e D esk ]

Incident Manager

Outputs

M anagem ent in form ation (reports).

Communication to Customers

R esolv ed and c losed Inc idents

R FC for Inc ident resolution; updated Inc ident record (includ ing resolution and/or Work -arounds )

Inputs

Res pons e on R FC to effect res olution for Inc ident(s ).

Resolution details

Res pons e from Incident m atc hing agains t Pr oblem s and Know n Errors

Configuration deta ils from the C onfiguration M anagem ent D atabas e ( CM DB)

Inc ident deta i ls s ourc ed from (for exam ple) Serv ice Des k, netw orks or c om puter operations

Activities

Closure

Res olution and Rec overy

Investigation and Diagnosis

Major Inc ident Handling

EscalationHierarchical Escalation

Functional Escalation

Ini tia l Diagnosis Find a M atch in the KEDB Fol low S tandard Operating Proc edure

Prioritization

Other in form ation

Money

Regulatory or legis lativ e breac hes

Effect on busines s reputation

The leve l o f financia l loss /ris k

The num ber of serv ices affected m ay be m ul tip le serv ices

Ris k to l i fe or l imb

Urgency

Impact

Categorization

Logging

C los ure date and tim e.

Closure category

R es olution date and tim e

Ac tivi ties undertak en to r es olve the inc ident

R elated problem /Known Error

Support group/per son to w hic h the inc ident is a l loc ated

Related CI

Inc ident s ta tus (ac tiv e, wai ting, c los ed, e tc.)

Description of symptoms

C al l -back method (te lephone, m ai l, e tc.)

Name/department/phone/location of user

M ethod of notific ation (te lephone, automatic , e-m ai l , in pers on, e tc .)

N am e/ID of the pers on and/or group record ing the incident

Date/time recorded

Inc ident pr iori tization

Incident impact

Incident urgency

Inc ident c ategorization (sub-c ategories )

U nique referenc e num ber

A ll inc idents m ust be ful ly logged and date/tim e s tamped. The in form ation logged would include:

Identification

Inc idents should be resolv ed before they have an im pac t on users !

Key c omponents should be m oni tored s o that fa ilures or potentia l fa i lures are detec ted early s o that the incident c an be resolved quic kly

It is us ual ly unac c eptable, from a busines s pers pectiv e, to wai t unti l a user is im pacted and c ontac ts the Service Desk

W ork c annot begin on dealing wi th an incident unti l i t is known that an inc ident has oc c urred

GoalThe prim ary goal of the Inc ident M anagem ent pr oc es s is to r es tore norm al serv ice operation as qu ic k ly as

pos sib le and m in imiz e the adv ers e im pac t on business operations.

Ke y Concep ts

Self Help

Front- end Self-H elp capabi li ties wi l l be needed to a llow users to subm it reques ts v ia som e form of

web-based, m enu-driv en se lection proces s

A w eb interfac e to a llow se l f-he lp and s erv ic e requests to be input via In ternet/In tranet s creens

Should hav e a d i rec t interfac e in to the back -end proces s -handl ing softw ar e

The technology s hould therefore s upport th is capabil i ty wi th s ome form of web fr ont-end a l low ing web pages to be defined offering a m enu-driven range of Sel f-Help and Serv ice R eques ts

Many organiz ations find i t benefic ia l to o ffer S el f-H elp c apabil i ties to the i r us er s

Directory Services A s pec i fic ty pe of tool that is used to m anage ac c es s and rights .

Serv ic es or s erv ic e groups.grant each us er or group of us ers acc ess to the whole s et of s erv ices that they are entitled to us e at the

same time

M ost users do not us e only one s erv ic e, and users perform ing a s im i lar s et o f activ ities wi l l use a sim i lar set

o f s erv ic es .

Rights (a lso ca l led privi leges , lev e ls o f acc ess )Inc ludes read, wri te , ex ec ute, c hange, de lete.

The ac tual s ettings a us er is provided acc es s to a serv ice

Identity

By defini tion, the Identity o f a user is un ique to that user.

The in form ation about them that d is tinguis hes them as an ind ividual and which veri fies the i r sta tus wi th in the

organization

Access The leve l and ex tent o f a serv ice s functionali ty or data that a us er is enti tled

Priority A func tion of Im pact, U rgency and other fac tors (m oney , risk , e tc ) The order in which i t is done

UrgencyA m eas ure of how long i t w il l be until an Inc ident, Pr oblem or C hange has a s ign i fic ant Im pac t on the

Business

ImpactA m eas ure of the effect of an Incident, Problem or Change on Bus ines s Proc es s es Based on how Serv ic e

Lev els w il l be affected

Problem Solv ing Techniques

Pareto Analy s is

Ishikawa Diagrams

Brainstorming

Kepner and Tregoe

Pain Value Analys is

Chronological Analysis

Known Error D atabas e (K EDB) The Known E rror D atabas e (KE DB) is a databas e c onta in ing al l Know n Error Rec or ds

Known Error A P roblem that has a doc um ented Root C aus e and a W or karound

Workaround Reduc ing or e l im inating the Im pac t o f an Inc ident or Problem for which a fu l l Res olution is not y et av a ilab le

ProblemA pr oblem is a caus e of one or m ore inc idents . The c ause is not usual ly known at the tim e a problem r ec ord

is c reated, and the problem m anagem ent proc ess is res ponsib le for further inv estigation.

Service RequestA serv ice r eques t is a r eques t from a user for in form ation or adv ice, or for a standard change, or for ac ces s to

an IT s ervic e.

Alert A warn ing that a thres hold has been reac hed, som eth ing has c hanged, or a Fai lure has oc c ur red.

Event An ev ent is a c hange of s ta te that has sign i fic ance for the m anagem ent o f a c onfiguration i tem or IT s er vic e.

IncidentAn incident is an unplanned in terr uption to an IT serv ice, or a r educ tion in the qual i ty o f an IT serv ice. Fa i lur e of

a c onfiguration i tem that has not y et impac ted serv ice is a lso an inc ident.

Value/Benefits

O ptim ize the s ervic e to use new too ls to m anage i t m ore effec tive ly , e ffic iently and ec onom ic al ly

D eploy s olu tions through v ery high rate of tec hnolog ica l c hange

Link func tional ity o f a s pec i fic s erv ic e to the c os t ex pec tation from the c ustom er.

J us ti fy addi tional funding for tools or ac tions (inc lud ing tra ining) a im ed at improv ing the effic ienc y of Serv ice

Operation.

Us e Inc ident and Problem M anagement to resolv e oper ational iss ue.

Prov ide a formal m ec hanis m to rev iew oper ational serv ic es for des ign and va lue.

R ec ogniz e and fix des ign flaw s or unforeseen requi rements .

M ainta in oper ations wi th in the budget and w i th in the R eturn on Inves tment targets es tab l ished earl ier in the lifecycle.

From a c ustom er v iew point, Serv ice Operation is w here ac tua l va lue is seen.

GoalProv ide guidance on del ivering agreed leve ls o f s ervic e to us ers and cus tomers , and to m anage the applic ations , technology and in frastruc ture that support de l iv ery of the s ervic es.

Se rv ice T ra nsit io n

Roles

Bui ld and Tes t Env ironm ent Staff

Early L i fe Support

Deployment Staff

Releas e P ack aging and Bui ld Manager

Release and Deploym ent M anager

Serv ic e Tes t Manager

Perform anc e and R is k Ev aluation M anager

Serv ice Ass et and C onfiguration Managem ent and Change M anagem ent ro les

C hange Adv isory Board

Change manager

C hange A uthori ty

Configuration Control Board

C MS /too ls admin istra tor

C onfiguration adm in istra tor/l ib rarian

Configuration analyst

Configuration manager

S ervic e as set m anager

Planning and Support

Serv ice Transi tion m anager

Process Owner

E ns ure l ine m anagem ent rec eiv es the nec es s ary s taff resourc es and appropr ia te tra in ing.

Ens ures that the roles are doc um ented, rev iew ed & audited

Ens uring a l l re levant s ta ff are tra ined in the proc es s and thei r ro le

A ddres s ing any is sues wi th the running of the proc es s

Prov id ing input to the ongoing Serv ic e Im provem ent Plan

Rev iewing any propos ed enhancem ents to the proc ess

Im prov ing the effectiv enes s and effic ienc y of the proces s

As s is ting wi th and being u l tim ate ly respons ib le for the proces s des ign

Rev iewing KPIs and tak ing ac tion required fo l lowing the analy s is

Define the KPIs to evaluate the effec tiv eness and effic ienc y of the proces s

D ocum enting and publ ic iz ing the proc ess

Ens ures that thei r proc es s is be ing perform ed acc ord ing to the agreed and docum ented proces s

Al l proc ess es need Proc es s Ow ners. Thei r responsib i l ities include:

Serv ice Knowledge M anagem ent proc es s ow ner

Ac ts as an adv is er to bus ines s and IT pers onnel on Knowledge M anagem ent matters , includ ing polic y dec is ions on storage, v alue, w or th etc

M onitors publ ic i ty regard ing the knowledge in form ation to ensure that in form ation is not dupl icated and is rec ogniz ed as a centra l s our ce of in form ation etc .

Ens ures a ll knowledge i tem s are made ac ces s ib le to thos e who need them in an efficient and effectiv e manner

M ainta ins the c ontro lled k nowledge item s to ensure currenc y

Identifies , c ontro ls and stores any in form ation deem ed to be pertinent to the serv ices prov ided, w hic h is not

av a ilab le via any other means

Is the arc h i tec t o f knowledge identi fication, capture and m aintenance

U ndertak es the Know ledge M anagem ent r ole , ens uring c om pl ianc e w i th the organization s po lic ies and

processes

Test Support

Cus tom ers and us ers perform c us tom er and user acc eptanc e tes ting.

Serv ic e D es ign wi l l design the tes t,

The developer /suppl ier is responsib le for es tab lis h ing the root c aus e of tes t fa i lures

Tes t analy s ts c arry out the tes ts

The change m anager is res ponsib le for ens ur ing that tes ts are developed appr opria te to approv ed changes

Outputs

CMDB

SKM S Updated

Tes ted S olutions

Transition Plans

Doc um entation for a trans ferr ed or dec omm is sioned s ervic e.

Updated c ontrac t portfo lio

Updated Serv ice P ortfol io and s ervic e c ata logue

Updated Serv ic e pac kage or s erv ic e bundle that defines the end-to-end s ervic e(s) o ffer ed to cus tom ers

Approved serv ice re leas e pac kage and as s ociated deploy m ent pack ages

Inputs

Reques ts for Change (R FCs )

Acceptance Criteria

Deployment plan

Release design

Design and in terfac e spec i fic ations

Servic e Operations m odel

ISO/IEC 20000)

Servic e M anagem ent in tegrated proc es s model (as in

Capacity/resource model

O wners hip/Tota l Cos t o f Uti liz ation)

Financial/economic/cost model

Servic e s tructure

Servic e defin ition

Servic e D esign P ack ages

Serv ic e C ata logue

Serv ic e Portfo lio

Serv ic e Knowledge Management S ys tem (SKM S)

Serv ic e Des ign Pac kage

Processes

Evaluation

KPI-Metrics

Cy c le tim e to perform an evaluation (low and r educ ing).

Num ber of fa i led des igns that hav e been transi tioned (z ero)

N umber of inc idents agains t the s erv ic e (low and reduc ing).

Variance from s er vic e performanc e requi red by c us tom ers (m in im al and reducing)

Outputs

Evaluation report.

Test resu l ts and report

SDP, SAC

Service package

Serv ic e P ortfo l io

Activities

Ris k m anagem ent

Ev aluation of ac tua l perfor manc e

Ev aluation of pr ed ic ted perfor manc e

Fac tors for cons idering the effec t o f a s ervic e c hange

Unders tanding the un intended effect o f a change

Unders tanding the in tended effect of a c hange

Evaluation plan

Evaluation process

Serv ice ev aluation term s

Inputs

Tes t res u lts and report.

SD P and S AC

Service package

Goal

Ensuring that the s ervic e wi l l be us efu l to the bus ines s is c entra l to s uc ces sfu l S er vic e Transi tion and th is ex tends in to ens uring that the s erv ice w i ll c ontinue to be re lev ant by estab l is h ing appropria te m etric s and

measurement techniques.

Serv ic e Val idation and Tes ting

KPI-Metrics

R epai r effort per centage

S tage c onta inm ent analy sis by s er vic e li fec yc le s tage

Res olution effectiv enes s rate

Problem resolution ra te

Is s ue and risk ra te

Inc ident, pr ob lem , event r ates

Test planning, pr eparation, exec ution ra tes

Cos t and resourc es required from user and cus tomer inv o lvem ent (e .g. us er acc eptanc e tes ting).

C lear unders tanding of ro les and respons ib i l ities as soc iated wi th the new or c hanged serv ice betw een the c us tom ers , us ers and s ervic e prov ider

Inc reas ed mutual understanding of the new or changed s ervic e

R educ ed delay s in tes ting that im pact the business

More effec tiv e us e of res ource and inv o lv em ent from the cus tom er /bus ines s

Reduction in the im pac t o f inc idents and errors in l iv e that are attributab le to new ly tr ans i tioned s ervic es

E ar ly v a lidation that the s er vic e wi l l de l iver the predicted v a lue that enables early c orrec tion

Outputs

Analys is o f the res ults , e .g . c om par is on of ac tual resu l ts wi th ex pec ted res ults , ris k s identi fied during tes ting activities.

R esul ts from thos e tes ts

Tes ting c ar ried out (includ ing options c hos en and c ons tr ain ts enc ountered)

C onfiguration basel ine of the tes ting env i ronment

Activities

Tes t c lean up and c losure

Evaluate exi t c riteria and repor t

Perform tests

Pr epare tes t env i ronment

Verify tes t p lan and tes t des ign

Plan and des ign test

Val idation and test m anagem ent

Inputs

RFC

Acceptance Criteria

R eleas e and Deploy m ent P lans

Serv ice Des ign Pac kage

S ervic e Prov ider In terfac e Defin ition

SLP

T he S ervic e Pac kage

GoalThe k ey purpos e of serv ice v a l idation and tes ting is to prov ide objec tiv e ev idenc e that the new /c hanged

s er vic e s upports the bus ines s requi rem ents , inc lud ing the agreed S LA s.

Transi tion Planning and Support

KPI-Metrics

Pro jec t and serv ice team s atisfac tion w i th the Servic e Trans ition prac tic es.

Reduc tion in tim e and res our ce to dev elop and m ainta in in tegrated p lans and c oord ination activ i ties

Im prov ed efficienc y and effec tivenes s of the proc ess es and s upporting s y stem s, too ls , k nowledge,

inform ation and data to enable the trans i tion of new and c hanged s ervic es, e.g . sharing tool l ic enc es

Better m anagem ent in formation on the predic ted v s actua l performanc e and c os t o f S er vic e Transi tion

Im proved S er vic e Transi tion s uc c ess ra te through im proved s c ope and in tegration of the planning ac tivi ties

Reduc tion in num ber of is s ues , r is k s and delay s c aus ed by inadequate p lanning.

Increas ed c ustom er and us er satisfac tion wi th p lans and c omm unications that enable the bus iness to a lign

thei r ac tivi ties wi th the Serv ic e Trans i tion p lans

Reduc ed varia tion of ac tua l vs predicted s c ope, qual ity , c ost and tim e

The num ber of re leas es im plem ented that m et the c us tom er s agr eed requi rem ents in ter ms of cos t, quali ty , sc ope, and re lease sc hedule ( ex pres sed as a per centage of a l l re leas es )

OutputsIntegrated s et o f Serv ic e Trans ition p lans.

Transition strategy

Activities

Planning and coord inating Servic e Trans ition

Reviewing the plans

Adopting program and pr ojec t m anagem ent bes t prac tic es

Integrated planning

P lanning an ind iv idual Servic e Trans ition

Prepare for Serv ice Trans i tion

C hec k ing trans ition readines s.

C hec k ing that the c onfiguration basel ines ar e recorded in C onfiguration Managem ent before the start o f

Serv ice Transi tion (s ee par agraph 4.3.4.2)

Identify ing, ra ising and s c hedul ing RFC s

R ev iew and c heck the input de l iverables, e.g . S DP, S er vic e Ac ceptance C ri teria and ev aluation report (s ee paragraph 4.6.6)

R ev iew and ac ceptance of inputs from the other s erv ic e l i fec y cle s tages

Transition strategyThe Serv ic e Trans i tion s tra tegy defines the overa l l appr oac h to organizing Serv ice Trans i tion and a l locating resources.

Inputs

Serv ice Ac c eptanc e Cri teria ( SAC) .

Release pack age defin ition and des ign s peci fication

Serv ice Des ign pac k age

Authorized RFC

GoalP lan and c oord inate the res our ces to ensure that the requi rem ents of Serv ic e Strategy enc oded in S er vic e

D esign are effectiv e ly rea l iz ed in Serv ice O perations

Releas e and Deploym ent Management

KPI-Metrics

Outputs

Serv ic e Tr ans i tion Report.

Deploy m ent ready re leas e pack age (bas el ined) for fu ture deploym ents

Servic e c apac i ty plan that is a ligned to the re lev ant business p lans

Com plete and ac c urate configuration i tem l ist

Tes ted c ontinu i ty p lans

New or c hanged s ervic e reports

Servic e m odel that des cribes the s tr uc ture and dy nam ic s of how the s er vic e is operated and m anaged

SLA, underp inn ing O LAs and contrac ts

SLP that defines the s erv ice lev e l requi rem ents

Serv ic e pac kage that defines the requi rem ents fr om the bus iness /cus tom er for the s erv ic e

New or c hanged Serv ic e M anagem ent doc umentation

Updated serv ic e cata logue w i th the relev ant in form ation about the new or changed serv ice

Servic e noti fic ation

Com pleted R FCs for the re leas e and deploy m ent activ ities

Release and deploy m ent p lan

Activities

Rev iew and c los e Serv ice Transi tion

Rev iew and c los e a deploym ent Post im plementation review of a deploym ent through Change M anagem ent.

Early l ife s upport

Veri fy deploym ent

Perform trans fer, deploy m ent and R eti rem ent

D ecom m is s ion ing and s erv ic e re ti rement

Deploy service

Transfer service

Deploy Serv ic e M anagem ent c apabi l ity

D eploy pr oc es ses and m ateria ls

Trans fer/trans i tion bus ines s and organiz ation

Trans fer financia l as s ets

Plan and prepare for deploy m entDev elop p lans and pr epare for deploy ment

Assessment

Serv ice tes ting and p ilo ts

Pilots

A ct tak e action fo llowing the rehearsa l

C hec k doc um ent the day

D o de l iver the rehears a l

P lan prepar e for the day

S ervic e rehears a ls

Bui ld and Test

B ui ld and m anage the test env i ronments

Releas e pac k aging

Components

A cqui re and test input c onfiguration item s and

R eleas e and build doc um entation

Preparation for bu i ld , test and Deploy m ent

Planning

Financial/commercial planning

Logis tics and del iv er y p lanning

Planning re lease pack aging and bui ld

Planning Pilots

Bui ld and tes t prior to production

Pass/fail criteria

Release and D eploy ment Plans

Inputs

Ex i t and entry c ri teria for eac h stage of re leas e and deploy ment.

Release and deploy m ent m odels inc luding tem plate p lans

Release pol ic y and re leas e des ign fr om Serv ic e D esign

Envi ronm ent requirem ents and s pec i fic ations for bu ild , tes t, re lease, tr ain ing, d is as ter rec overy , p i lo t and

deployment

Bui ld m odels and p lans

Ac quired serv ice ass ets and c omponents and the ir docum entation

Tec hnology and proc ur em ent standards and c atalogues

Serv ic e M anagem ent and operations p lans and s tandar ds

IT s er vic e c ontinu ity p lan and re lated bus ines s c ontinu ity p lan

SDP , inc lud ing s erv ic e m odel and S AC

Serv ice pac kage, SLP

Authorized RFC

GoalThe goal o f the Releas e and D eploy m ent Management pr oc es s is to ass em ble and pos i tion a l l as pec ts of

s erv ic es in to produc tion and es tab lis h effectiv e use of new or c hanged s erv ices .

Knowledge Management

KPI-Metrics

Low er incident, problem and error res o lution tim es in fluenced by better targeted support s ta ff tra in ing

R educ tion in the us er error category of errors due to targeted knowledge transfer, c oupled w i th cheaper us er training costs

R educ ed dependenc y on pers onnel for k now ledge.

R educ ed tim e to find in for mation for d iagnos is and fixing incidents and problem s

R educ ed time and effort requi red to s upport and mainta in serv ices

Know ledge d is sem ination

Im proved acc ess ib il i ty and m anagem ent of s tandards and pol icies

Inc reas ed responsiv enes s to c hanging busines s demands , e .g. h igher perc entage of queries

Suc c es s fu l implem entation and early l ife operation of new and c hanged s erv ic es wi th few k nowledge-re la ted errors

Outputs

Serv ice Knowledge M anagem ent Bas e

Transition Staff

Pr oblem M anagem ent S taff

Operations Staff

Serv ic e Operation

Inputs

Transition Staff

P roblem M anagem ent S taff

Operations Staff

S er vic e O peration

Activities

U sing the serv ice k now ledge management sy s tem

D ata and in form ation management

Knowledge transfer

K now ledge M anagem ent s tra tegy

Performance measures.

Tec hnology and other r es ourc e requi rements

Pol ic ies, proc ess es , proc edur es and m ethods

Es tabl is hing ro les and res pons ib il i ties and ongoing funding

O rganiz ational c hanges underw ay

The gov er nanc e m odel

Goal

The goal of Knowledge Management is to enable organiz ations to im prove the qual ity o f management

dec is ion m ak ing by ens uring that re l iab le and s ecure in form ation and data is av a ilab le throughout the s erv ic e lifecycle.

S er vic e As s et and Configuration M anagem ent

KPI-Metrics

Roles

Configuration L ibrarian/Adm nis tra tor

Ass et M anager

Configuration Manager

Outputs

Inputs

Activities

Verification and Auditing

Status Ac counting and Reporting

Configuration Control

Configuration Identification

Management and Planning

GoalThe purpose of SACM is to identi fy , c ontro l and acc ount for s ervic e ass ets and configuration i tem s (C I),

protec ting and ensuring the i r in tegri ty acr os s the s ervic e l ifec y cle .

Change Management

KPI-Metrics

Cos t against budget.

Staff u ti li z ation

By in frastruc ture p la tform

By s ervic e

By l i fecy c le s tage

Tim e to exec ute a change (from ini tia tion through each s tage in the l i fecy c le of a change, ending in

completion):

Num ber of changes recorded and trac k ed using automated too ls

R atio o f ac c epted to r ejec ted change requests

R atio o f p lanned v s unplanned changes (urgent, emergenc y)

Num ber and perc entage of changes that fo llow form al Change M anagem ent procedures

People s satis fac tion wi th the s peed, c lari ty, eas e of us e

Volume of change.

Frequenc y of c hange (by s ervic e, bus iness area, e tc.)

Perc entage reduc tion in unauthoriz ed c hanges .

Perc entage im prov em ent in im pac t analys is and s cheduling of changes safe ly, effic iently and effectiv ely

reduces the ris k of changes affec ting the l ive env i ronment

Perc entage im prov ement in predictions for tim e, qual i ty, cos t, ris k, resourc e and c omm erc ia l im pac t

Serv ic e or appl ic ation re-work c aused by inadequate c hange spec ific ation

Perc entage reduc tion in tim e, e ffort, cos t to m ake changes and re leases (e.g. by s ervic e, change ty pe, as s et

type)

Unauthoriz ed bus ines s /cus tomer c hange by busines s/IT/c ustom er/user ass et or c onfiguration i tem ty pe, e .g.

application data

Incom plete impac t as ses sm ent

Inac curate change s peci fications (e.g. tec hnic a l , c ustom er, bus ines s )

N umber of d is ruptions , incidents, prob lem s /errors c aused by unsuc ces s ful c hanges and re leas es

Perc entage acc uracy in change estim ate.

Incidents attributab le to c hanges

Av erage time to im plement bas ed on urgenc y /pr iori ty /c hange type

Reduc tion in the num ber of fa i led changes

R educ tion in the num ber of changes where rem ediation is inv ok ed

Change s ucc es s rate (perc entage of c hanges deem ed s ucc ess fu l a t r ev iew/number of RFC s approved)

Reduc tion in the num ber and perc entage of unplanned c hanges and em ergenc y fixes

Reduc tion in the bac klog of c hange reques ts

R educ tion in the num ber of unauthorized c hanges

Reduc tion in the num ber of d is ruptions to s ervic es, defec ts and re-work c aus ed by inac curate s peci fic ation, poor or inc om plete im pac t ass es sm ent

The benefi ts o f c hange expres sed as v a lue of improv em ents m ade + negative im pacts prev ented or term inated c om pared w i th the c os ts of the c hange pr oc es s

The num ber of c hanges im plemented to s erv ices w hic h m et the cus tomer s agreed r equi rem ents , e .g . quali ty /cos t/tim e (ex pres sed as a perc entage of a l l changes)

Roles

EC AB M em ber

CA B M em ber

C hange A pprov er

Change Manager

Outputs

Change Management reports

Change doc um ents and records

Change dec is ions and ac tions

Authorized change p lans

Revised PSO

Change s chedule

New , c hanged or d is pos ed ass ets or c onfiguration i tem s , e .g. bas eline, s erv ic e pac kage, re lease pac k age

Change to the s erv ic es , s erv ic e or in fras tructure res ul ting from approv ed RFCs

Approved RFCs

Rejected RFCs

Inputs

Tes t res ul ts , test report and ev aluation report.

As -p lanned c onfiguration bas eline

Current as s ets or c onfiguration item s , e .g. basel ine, s er vic e pack age, re leas e pac k age

C ur rent change s chedule and PSO

Plans c hange, trans i tion, re lease, deploym ent, tes t, ev aluation and remediation

Change proposal

R eques t for Change

Pol ic y and s tra teg ies for c hange and r eleas e

Back-out Plan

Test Plan

Build Plan

Des ign Doc ument

Activities

C hange Adv isory B oard Meetings

R ev iew and clos e c hange

Coord inate change implem entation

Plan updates

Authorize the change

As s ess and ev aluate the change

Rev iew R FC and change proposal

Record the RFC

Goal

The pur pos e of the C hange M anagem ent proc ess is to ens ur e that standard ized m ethods are us ed for the

effic ient and prom pt handling of a l l c hanges , that a l l changes are rec or ded in the C onfiguration M anagem ent Sys tem and that ov er al l bus ines s risk is optimiz ed.

Ke y Concep ts

Serv ic e Know ledge M anagem ent Sy stem (S KM S)Sourc e of data wi ll be he ld in a c entra l log ic a l reposi tory or C onfiguration M anagem ent Sy s tem (CM S) and

CMDB

DIKW

Wisdom

Knowledge

Information

Data

Release Policies

Serv ice Transi tion P ol ic ies

Serv ic e D esign Pac kage ( SDP)

The S er vic e Ac ceptance C riteria .

R eleas e and deploy ment p lans

The deta i led des ign of how the serv ice com ponents w il l be as sem bled and integrated in to a re leas e pac kage

The defin i tion and des ign of each re leas e pack age

The ar ch i tectura l design requi red to de liv er the new or changed Serv ice inc lud ing c ons tra in ts

The serv ic e m odels

The s er vic e s peci fications

The appl icable serv ice pac k ages (e.g. Core Servic e Pac kage, Serv ice Lev el Pac kage)

S DP defines al l as pec ts o f an IT s ervic e and its requi rem ents through eac h s tage of its l i fec y cle . An SDP is

produc ed for eac h new IT s erv ice, m ajor change, or IT s ervic e re tir em ent.

Urgency

Types of C hanges

E mergenc y Change (urgent) Changes in tended to r epai r an error in an IT s erv ice that is negativ ely im pac ting the bus ines s to a h igh degree

S tandard Change (pre-authorized)A Change that has been pre- approv ed; that is low r is k , re lativ e ly c om mon and fo l low s a Proc edure or Work Instruction

N orm al Change (routine) A Change that fo llows the routine activ ities of the Change M anagem ent proc es s.

Stakeholder Map Analysis

Snapshot A s naps hot o f the curr ent s ta te of a configuration i tem or an env i ronment

Service ChangeA Serv ic e Change is the addi tion, m odi fic ation or remov al o f an author is ed, p lanned or s uppor ted serv ice or serv ice c om ponent and i ts as s oc iated docum entation.

Ris k Matrix Probabi l i ty o f the Im pact

Release UnitA re leas e unit des c ribes the portion of a s er vic e or IT in frastruc ture that is norm al ly releas ed together ac cord ing to the organiz ation s re lease pol ic y.

Release options

Pullsoftware is m ade avai lable in a c entra l loc ation but us ers ar e free to pul l the s oftware down to the i r own loc ation at a tim e of the i r c hoos ing or when a us er work s tation res tarts.

PushA pus h approac h is used w here the serv ice com ponent is deploy ed from the c entre and pus hed out to the target loc ations .

Phasedthe s er vic e is deployed to a part o f the us er base in i tia l ly, and then repeated for subs equent parts o f the user base via a sc heduled ro l lout plan

deploy ed to a l l user areas in one operation

Pro jected Serv ice O utage (P SO )

Pow er Im pac t Matrix

Priority

Impact

Em otional C yc le of C hange

O ptim al Perform anc e

Acceptance

Self/Internal Blame

External Blame

Avoid

Shock

Emergency CABWhen the need for em ergency c hange aris es, i .e . there m ay not be time to c onvene the fu ll C AB, i t is nec ess ary to identi fy a s mal ler organiz ation wi th authori ty to m ake emergenc y dec isions.

Definitive Spares An area s et aside for the s ecure s torage of hardware s pares

Defin itiv e Media L ibrary (D ML)

M ay in cons is t o f one or more software l ibraries or file -s torage ar eas , s epar ate fr om dev elopm ent, test or l iv e file-store areas

M aster copies of contro l led doc umentation for a sy s tem are als o s tor ed in the D ML in e lec tr on ic form

D efin i tiv e c opies of pur chas ed s oftw are (a long wi th l icens e docum ents or in form ation), as w ell as software

developed on site

M as ter c opies of a l l contro l led s oftware in an organiz ation

M as ter c opies of v ers ions that have pas s ed qual i ty ass urance chec ks

The D efin i tiv e M edia L ibrary (DM L) is the sec ure l ibr ary in w hic h the defin i tiv e authoriz ed v ersions of a ll m edia C Is are stored and protected

Configuration M anagem ent Sy s tem (CM S)

Configuration Item (CI)A configuration i tem ( CI) is an ass et, s erv ic e com ponent or other i tem that is , or w i ll be, under the contro l o f

Configuration Management

Configuration Baseline

A c onfiguration bas el ine is the c onfiguration of a serv ice, pr oduc t or in frastr uc ture that has been form al ly reviewed and agreed on, that thereafter s er ves as the bas is for further ac tivi ties and that c an be changed only

thr ough formal change proc edur es

Change Sc heduleA Change Sc hedule is s ometim es ca l led a Forward Schedule of Change, ev en though i t a ls o c onta ins in formation about Changes that have al ready been implem ented

Change Record

Closure

Rev iew res ults ( inc lud ing c ros s-referenc e to new RFC where nec es sary )

Review date(s)

Ac tual im plem entation date and tim e

Change im plem entation deta i ls (s uc c ess /fa il /rem ediation)

Deta i ls o f c hange im plem enter

Loc ation/re ferenc e to re lease/im plem entation p lan

Sc heduled im plem entation tim e (c hange window, re lease window or date and time)

Target c hange p lan( s) for change to be incorporated into

Target bas el ine or re leas e to inc orporate c hange into

Authorization date and time

Authorization s ignature (c ould be e lec tron ic )

Dec is ion and recom m endations ac com panying the dec is ion

Change dec is ion body

Would the c hange require cons equential am endm ent of IT Serv ice C ontinu i ty Managem ent (ITSCM ) plan,

capac ity p lan, sec uri ty p lan, test p lan?

Im pac t as s ess m ent and evaluation res ourc es and capac ity , c ost, benefi ts

Back -out or rem ediation p lan

Ris k as ses s ment and ris k m anagem ent p lan

Change priori ty

Predic ted tim efr am e, res ourc es , c os ts and qual i ty of serv ice

Change category , e .g . m inor, sign ific ant, m ajor

Date and time that the c hange was propos ed

Contact and deta i ls of person propos ing the change

Configuration i tems and bas el ine vers ions to be c hanged

Effect of not implem enting the c hange (bus ines s , technic al , financia l e tc .)

Reason for c hange, e.g. Busines s Cas e

Identi ty o f i tem(s ) to be c hanged des crip tion of the des i red change

Description

Trigger (e .g. to purc has e order, prob lem report num ber, error rec ords, business need, leg is la tion)

Unique number

Change Propos al

May be r equi red for a major c hange wi th s ign i ficant organizational and/or financia l im pl ic ations Conta ins a ful l

des c ription of the c hange together wi th a bus ines s and financ ial jus ti fic ation for the proposed c hange Inc ludes signoff by appropria te lev e ls o f busines s m anagem ent

Change Adv is ory Board (CA B)A body that ex ists to s uppor t the authoriz ation of c hanges and to ass ist Change Management in the

ass ess m ent and pr iori tization of c hanges

CA B M eeting Agenda

Rev iew of unauthoriz ed c hanges detected through C onfiguration Managem ent.

Adv anc e notic e of R FCs expec ted for rev iew at nex t CAB

O uts tanding changes and c hanges in progress

Change M anagem ent wins/ac com pl is hm ents for the period under d is cus s ion

Rev iew the C hange Managem ent proces s

Change reviews

Sc hedul ing of changes and update of c hange s c hedule (C S) and PS O

RF Cs that have been as s es s ed by CAB m embers

RFC s to be as s ess ed by CAB m embers priority order

Failed c hanges , unauthoriz ed, bac k ed-out changes, or c hanges appl ied wi thout re ferenc e to the C AB by inc ident m anagem ent, prob lem m anagem ent or Change Management

7 R' s o f Change

What is the RELATIO NS HIP between th is change and other changes?

Who is R ESPO NS IBLE for the bu ild and tes t o f the c hange?

What RE SOU RC ES are r equi red to de liv er the change?

What are the R ISKS inv o lv ed in the c hange?

What is the RETU RN requi red from the c hange?

What is the REA SON for the change?

Who RA ISED the c hange?

Configuration M anagem ent Sy s tem (CM S)

The CM S is m ainta ined by Configuration M anagem ent and is us ed by a l l IT S er vic e M anagem ent Proces s es

The CM S inc ludes too ls for c o l lec ting, storing, m anaging, updating, and pres enting data about a ll Configuration Item s and the i r Relations hips

M ay conta in data about em ploy ees , S uppl iers, loc ations , B usiness Uni ts, Cus tom ers and U sers

Includes in form ation about Incidents, Problems , Known E rrors , Changes and R eleas es

A set o f too ls and databas es that are used to m anage an IT S ervic e Prov ider s C onfiguration data

Value/Benefits

Timely c ancel lation or changes to m aintenance contrac ts for hardware and software when c omponents are d ispos ed or de-c om mis s ioned

The productiv ity o f bus ines s and cus tom er sta ff bec ause of better p lanning

The v aria tion of es tim ated v ers us actua l res ourc e p lans and budgets

Confidenc e in the degree of com pl ianc e w ith bus ines s and gov ernanc e requi rements during c hange

The predic tions of serv ice lev e ls and w arranties for s erv ic es

The s uc ces s rate of c hanges and r eleas es for the business

Trans ition management o f s erv ic es for m erger s, de-mergers , ac quisi tions

The abil i ty to adapt qu ic kly to new requi rem ents and m ark et dev elopm ents

Goal Pr ov ide guidanc e on deliv ering s erv ices that are requi red by the bus ines s in to operational use.

Service Design

Roles

Process Owner

Supplier Manager The Supplier Manager has respons ib i l ity for ens uring that the aim s of Suppl ier Managem ent are met.

Serv ice Lev el M anager

Ens ure that im pr ov em ent in i tia tiv es identi fied in serv ice reviews are ac ted on and progres s reports are

prov ided to c ustom ers

Ens ure that s ervic e perform anc e r ev iews are sc heduled,

Ens ure that serv ic e reports are produc ed for each c us tom er s erv ic e and that breaches of SLA targets are h ighl ighted, inv estigated and ac tions tak en to prev ent the i r rec urrence

E ns ure that targets agreed wi th in the UC ar e al igned wi th SLA and SLR targets

A ss ist wi th the produc tion and m aintenanc e of Serv ice P or tfo l io , Serv ic e C ata logue, Applic ation P or tfo l io

N egotia te and agree on O LAs

N egotia te and agree on leve ls o f s erv ic e to be del ivered w ith the c us tom er

E ns ure that the c urrent and future serv ice r equi rem ents are identified

Keep aw are of changing bus iness needs

The Serv ice Lev el M anager has res pons ibi l i ty for ens uring that the aim s of Serv ice Lev el Managem ent are

met.

Serv ic e D esign M anager

Serv ice D esign M anager - The k ey r ole and res pons ib il i ties of the S er vic e Des ign M anager are c overed

throughout th is publ ic ation and they are res pons ib le for the overa l l c oord ination and deploym ent o f qual ity s o lu tion designs for s erv ic es and proc es s es. Res pons ibi l i ties of the ro le over and abov e thos e of l ine

m anagem ent o f a ll people inv o lved in S erv ic e

Serv ice Cata logue M anager

Ens ure that the inform ation wi th in the S er vic e Cata logue is adequate ly pr otec ted and bac k ed up

Ens ure that a l l the in form ation wi th in the Servic e Cata logue is c onsis tent wi th the in for mation wi th in the Serv ic e Portfo lio

Ens ure that a l l the in form ation w ith in the Serv ice C atalogue is ac c urate and up-to-date

Ens ure that a l l operational s ervic es and a ll serv ices be ing prepared for operational running ar e recorded

w ith in the Serv ice Cata logue

Pr oduc e and m ainta in the Serv ice Cata logue

R es ponsib le for pr oduc ing and m ainta ining an acc urate Serv ice Cata logue

Security Manager

Ac ting as a foca l po in t for a ll s ec uri ty iss ues .

E ns uring that a l l acc es s to serv ic es by ex ternal par tners and s uppliers is s ubjec t to c ontractua l agreements

and res pons ib il i ties

E ns uring c onfidentia l i ty , in tegrity and av ai lab il i ty o f the serv ices

P ar tic ipating in any sec uri ty reviews aris ing fr om sec urity breac hes

Dev elop ing and doc um enting procedures

Des ign ing s ecuri ty c ontr ols and dev elop ing s ecuri ty p lans

P er for ming Sec uri ty Ris k Analy s is and risk m anagement

As sis ting wi th B us iness Impac t A naly ses

Identi fying and c lass i fying IT and in form ation as s ets

Ensuring that the In form ation Securi ty Pol icy is enforc ed and adhered to

Com m unic ating and publ ic izing the In form ation Securi ty Pol icy

D evelop ing and m aintain ing the In for mation Sec urity P ol ic y and a supporting set o f spec ific po l ic ies

R espons ib le for ens uring that IT s ec ur ity is a l igned w i th agreed bus iness s ec ur ity po l icy ris k s, im pacts and

requirements

Process Owner

E ns ure l ine m anagem ent rec eiv es the nec ess ary s taff resourc es and appropr ia te tr ain ing.

Ens ures that the ro les are doc umented, rev iew ed & audi ted

Ens uring al l re levant s ta ff are tra ined in the proc es s and thei r ro le

A ddres s ing any is sues w ith the r unning of the proc ess

Prov id ing input to the ongoing Serv ic e Im provem ent Plan

Rev iewing any propos ed enhancem ents to the proc ess

Im prov ing the effectiv enes s and effic ienc y of the proces s

As s is ting wi th and being u l tim ate ly respons ib le for the proces s des ign

Rev iewing KPIs and tak ing ac tion required fo l lowing the analy s is

Define the KPIs to evaluate the effec tiv eness and effic iency of the proces s

D ocum enting and public iz ing the proc es s

Ens ures that thei r proces s is being perform ed acc ord ing to the agreed and docum ented proces s

A proces s owner is res pons ib le for ensuring that the i r proc ess is be ing per form ed ac c or ding to the agreed and docum ented proces s and is m eeting the a im s of the proc es s defini tion

IT Serv ice C ontinu ity M anager

Attending CAB m eetings when appropria te

A ss ess ing c hanges for the i r im pac t on Serv ic e Continu i ty and Continui ty Plans

N egotia ting and m anaging c ontracts w ith th i rd-party rec ov ery s ervic es

U ndertak ing regular rev iew s

C omm unicating and m aintain ing awarenes s of ITS CM objectiv es

U ndertak ing qual i ty rev iew s of a ll pr oc edures

M ainta in ing a c omprehensiv e IT tes ting s chedule

As s ess ing potentia l s erv ic e continu i ty is sues and

D evelop ing and mainta in ing the organization s continui ty s tra tegy

Perform ing ris k ass es sm ent and risk management to prev ent d isas ters

Ens uring that a l l ITSC M plans , risk s and activ ities under pin a l l BC M plans

Im plementing and m ainta in ing the ITSC M proces s

P er form ing Bus ines s Im pact Analy s es for a ll ex is ting and new s er vic es

R es ponsib le for ens uring that al l s erv ic es c an be rec overed in l ine wi th the i r agreed bus ines s needs , requi rements and times c ales

IT Planner An IT Planner is responsib le for the production and coord ination of IT p lans.

IT D esigner/Arc h itec t

An IT Des igner/Ar ch i tect is res ponsib le for the overa l l c oordination and des ign of the required tec hnology . O ften Des igners and Arc h i tec ts wi th in lar ge or ganiz ations would s pec ia liz e in one of the fiv e as pects of

des ign ( see s ec tion 3). Howev er, an in tegrated approac h to design s hould alw ay s be adopted, ther efore D es igner s and Arc hi tec ts need to work together wi th in a form al method and fram ework to ens ure c ons istent

and c om patib le designs are produced. In sm al ler organiz ations , s ome or a l l o f the ro les are us ual ly c om bined, and th is is les s of an is sue, al though a form al appr oac h s hould sti l l be used. Whenev er des igns

are produc ed, they s hould a lway s adopt an integrated approac h, c overing a l l areas, and s hould be acc epted and s igned off by al l areas . Al l des igners need to understand how arch i tec tures , s tra teg ies , des igns and

p lans fi t together and a ll the m ain aspec ts of design.

Capacity Manager

Ac ting as a foc a l po in t for a l l capac ity and perform anc e is sues

Rec om m ending tun ing of serv ic es and s ys tem s

Determ in ing perform anc e s erv ice lev e ls that are m ainta inable and c ost-justi fied

Mainta in ing a k now ledge of fu ture demand for IT

Reports on s erv ic e and com ponent perform ance

Perform anc e tes ting of new serv ices and s y stem s

As ses s ing new tec hniques and hardware and s oftw are products

Sizing a l l propos ed new s er vic es and sy s tems

Analy s is o f us age and performanc e data, and repor ting on perform ance

Set appropriate lev e ls o f moni toring of resourc es and sy s tem per form anc e are s et

Production, regular review and rev ision of the Capaci ty Plan

Forecas ting fu ture c apac i ty requir em ents

Performing s izing on al l propos ed new s erv ic es

Understanding the current us age of the in fras tructure and IT serv ices ,

Identi fying, wi th the Serv ic e Lev el M anager , capac ity requi rements

Ens ur ing that there is adequate IT capac ity to m eet requi red leve ls o f s er vic e

Res pons ibi l i ty for ens uring that the a im s of C apac i ty Management are met

Res pons ib le for ensuring that IT c apaci ty is matc hed to agreed curr ent and fu ture bus ines s demand

Availability Manager

A ttending CA B m eetings w hen appropria te

A ss es sing c hanges for the i r im pac t on al l as pec ts o f av a ilab i li ty

As sis ting Securi ty and ITSC M wi th as ses s ment and m anagement o f ris k

Ens uring a l l ava i lab il i ty tests and p lans are tes ted after m ajor change

M aintain ing av ai lab il i ty tes ting s c hedule for a ll ava i lab i l ity mec hanis m s

W or king w ith Financ ia l Management, ens uring lev e ls are c ost- jus tified

Creating avai lab i l ity and rec overy des ign cri teria

Creating, m ainta in ing and reviewing an AM IS and Av ailab i li ty Plan

P roactiv ely im proving s ervic e av ailab il i ty wherev er pos sib le

M oni toring ac tua l IT avai labi l i ty ac h iev ed agains t SLA targets

S pec i fying the re liab il i ty , m ainta inabi l i ty and serv ic eabi l ity r equi rem ents

Speci fy ing the requi rem ents for new or enhanc ed event m anagem ent

P artic ipating in the IT in fras truc ture des ign

A ss isting w i th the inves tigation and d iagnos is o f incidents and problem s

E nsure new serv ices are designed to de liv er the lev e ls o f the SLA

R espons ib le for ens uring that a ll serv ices m eet the ir agreed avai lab i l i ty targets

Outputs

Serv ice Des ign Pack ages (SDP )

Standards

Architectures

Solution Designs

Inputs

S er vic e Knowledge Managem ent S ys tem (SK MS )

S er vic e C ata logue

S er vic e Portfo lio

Business Requir em ents

Investment Plan

Financial Plan

Patter ns of Bus ines s Ac tivi ty

Processes

Supplier M anagem ent

KPI-Metrics

Outputs

Inputs

Roles

Activities

Contract renew al and/or term ination

Supplier and Contract M anagem ent and perfor manc e

Es tabl is hing new suppl iers and c ontr ac ts

Suppl ier c ategoriz ation and m aintenanc e of the Suppl ier and Contracts D atabas e (S CD)

Evaluation of new s uppliers and c ontr ac ts

GoalM anage suppl iers and the s ervic es they s upply , to prov ide seam les s quali ty o f IT s erv ic e to the bus ines s ,

ens ur ing v a lue for m oney is obta ined

Inform ation Sec urity Management

KPI-Metrics

Outputs

Inputs

Roles

Activities

Sc hedule and c ompletion of sec uri ty reviews , audi ts and penetration tes ts .

Analy s is , reporting and reduc tion of the vo lum es and im pact of sec uri ty breac hes and inc idents

Moni toring and management o f al l s ec ur ity breac hes and m ajor s ecuri ty incidents

Im plementation, review, revis ion and im prov ement of a s et o f s ecuri ty c ontr ols and ris k ass es sm ent and responses

As ses s ment and c las s ific ation of a l l in formation as s ets and docum entation

Com munic ation, im plem entation and enforc em ent o f the sec uri ty po lic ies

Produc tion, review and r ev ision of an ov era ll In form ation S ec uri ty Polic y and a set o f s upporting s peci fic policies

GoalThe purpose of the ISM proces s is to al ign IT s ecuri ty wi th bus ines s sec uri ty and ens ure that inform ation s ecuri ty is effec tiv e ly managed in al l s ervic e and Serv ic e M anagem ent activ i ties

IT Serv ic e C ontinu ity M anagem ent

KPI-Metrics

R egular c om munic ation of the ITSCM objec tiv es and res pons ib il i ties wi th in the appr opria te bus ines s and IT service areas.

Ens ure that a ll IT s erv ic e areas and s taff are prepar ed and able to respond to an inv oc ation of the ITSCM Plans

Ens ure aw ar enes s of bus ines s im pac t, needs and r equi rem ents throughout IT

A wareness throughout the organiz ations of the p lans:

O v era ll reduc tion in the risk and im pac t o f pos sib le fai lure of IT s ervic es.

N egotia te and m anage a l l nec es sary ITSC M contrac ts wi th thi rd party

R egular rev iew s are undertak en, a t least annual ly , o f the bus ines s and IT c ontinu i ty p lans w ith the bus ines s

areas

R egular and c om prehens ive tes ting of ITSCM Plans

Al l s ervic e recov ery targets are agreed and doc um ented in SLAs and are achievable wi th in the ITS CM Plans

R egular audits o f the ITSC M Plans to ens ure that, a t a l l times , the agreed recov ery requi rem ents of the bus ines s c an be ac hiev ed

Outputs

Financ e and Admin istra tion P lan

Communication Plan

Personnel Plan

Security Plan

Ac c omm odation and Serv ic es Plan

C ris is M anagem ent and P ubl ic R elations Plan

Vi ta l R ec ords Plan

Salvage Plan

D am age As s es s m ent P lan

Em ergency Res ponse Plan

ITSCM plans

ITSC M pol icy s tra teg ies

Serv ice c ontinu i ty and rec overy p lans

Roles Security Manager

Ac ting as a foca l po in t for a ll s ec ur ity is sues

Ensuring that a l l ac ces s to s ervic es by external partners and suppl iers is s ubjec t to contrac tua l agreem ents

and r es ponsib i li ties

Ensuring c onfidentia l i ty, in tegri ty and av ai lab i li ty o f the s ervic es

Participating in any s ecuri ty rev iew s aris ing from s ec uri ty breac hes

Dev elop ing and docum enting proc edures

Des igning s ec ur ity c ontro ls and develop ing sec urity plans

Perform ing Securi ty R is k Analys is and ris k m anagem ent

As s is ting wi th Busines s Im pac t Analy s es

Identi fy ing and clas si fy ing IT and in form ation ass ets

Ens uring that the In form ation Sec urity P ol ic y is enforced and adhered to

Com m unic ating and publ iciz ing the In form ation Sec ur ity P ol ic y

Dev elop ing and mainta in ing the In form ation Sec uri ty Polic y and a s upporting s et o f s pec i fic po l icies

Activities

Invocation

On-going Operation Educ ation, aw arenes s , tra in ing, r ev iew, tes ting, Change M anagem ent

Implementation

Walk -through, Ful l, Partia l , S cenario

Testing

Organizational Planning

Initiation

ITSC M R ecov ery Options

Off-site Storage

Ris k R espons e Meas ures

IT Serv ice Continu ity Strategy

Requi rements - Risk A naly sis M _o_R

Requi rements B us iness Im pac t Analys is (BIA)

Requirements and Strategy

Inputs

IT S er vic e Continu i ty Plans and tes t reports from suppl ier and partners , w here appropria te.

Bus ines s C ontinu ity Managem ent and Av ailab i li ty M anagem ent tes ting sc hedules

CM S: c onta in ing in form ation on the re la tions hips between the bus iness , the s erv ices , the s uppor ting s erv ic es and the technology

Change in formation: from the C hange M anagement proc ess , wi th a C hange S chedule and a need to as ses s a l l changes for the i r im pact on a l l ITSCM plans

Financ ia l inform ation: from Financ ia l M anagement, the c ost o f s er vic e provis ion, the cos t o f res ources and components

Serv ice in form ation: from the SLM proc es s , wi th deta ils o f the serv ic es from the Serv ice P ortfol io and the Serv ice C ata logue and serv ice lev e l targets w ith in SLAs and SLR s

A Business C ontinu i ty Strategy and a s et o f Bus ines s Continu ity Plans : from a ll areas of the busines s

IT in form ation: from the IT stra tegy and p lans and current budgets

Bus ines s in form ation: from the organiz ation s bus ines s s tra tegy, p lans and financ ia l plans , and in form ation on the ir c ur rent and future requi rem ents

B us iness Continui ty Plans

GoalSuppor t the overa l l Bus ines s Continu ity M anagem ent proc ess and ens ur e that the required IT technica l and

serv ice faci l i ties c an be resum ed w ith in requi red, and agreed, busines s times cales

C apac i ty M anagem ent

KPI-Metrics

Outputs

Inputs

Activities

Produc ing the Capac ity Plan

Simulation modelling

Analytical modelling

Trend analy sis

Baselining

M odel l ing and trending

Application sizing

Dem and M anagem ent

Threshold m anagement and c ontr ol

Designing resilience

Explo i tation of new tec hnology

Implementation

Tuning and optim ization

Analysis

Res pons e tim e moni toring

Utilization monitoring

GoalEns ure that cos t-justi fiab le IT c apaci ty in a ll areas of IT a lway s ex ists and is matc hed to the c urrent and fu tur e

agreed needs of the bus ines s , in a tim ely m anner

Availability Management

KPI-Metrics

Outputs

Inputs

Roles

Activities

R ecom m end Im prov ements

Design

Proactive Planning

Analy s is and m anagement o f E vents , Incident and any Problem as s ociated wi th U nav ai lab i li ty

Measuring

Monitoring

GoalEns ure that the lev e l of serv ice av ai lab i li ty de l iv ered in a ll s erv ic es is m atc hed to or ex c eeds the c urrent and fu ture agreed needs of the bus ines s, in a cos t-e ffectiv e m anner

Serv ic e C ata logue M anagem ent

KPI-Metrics

Outputs Serv ice Cata logue

Inputs Serv ice Portfo lio

Activities

Work wi th s upport, suppl iers and Configuration M anagem entEs tabl is h in ter fac es and dependenc ies betw een IT s erv ic es and the supporting s er vic es , com ponents and

CIs c ontained wi th in the Tec hnic a l Servic e C ata logue

Interface w i th the Business and IT S er vic e Continu i ty M anagem entEs tablis h the dependenc ies of bus ines s un its and thei r business proc es ses w i th the s upporting IT s ervic es,

c onta ined wi th in the Bus ines s S er vic e Cata logue

Pr oduc e and m ainta in a Serv ic e Cata logue W or king wi th Serv ic e Portfo lio M anagem ent

In terface w i th Serv ic e Portfo l io Management To agree on the c ontents of the Serv ic e Portfo l io and Serv ice C atalogue

Interface wi th Bus ines s R elations hip M anagem ent and Serv ice Lev el M anagem ent E ns ure the in form ation is al igned to the bus ines s proces s .

D oc um ent the s erv ic e defin itions

GoalThe purpos e of S ervic e Cata logue Management ( SCM ) is to prov ide a sing le , cons istent s ource of in form ation

on a ll o f the agreed serv ices , and ens ure that i t is w ide ly avai lab le to those w ho are approv ed to acc ess i t.

Serv ic e Lev el Management

KPI-MetricsCost

Quality

Roles S er vic e Lev el Manager

Outputs

Underp inn ing Contracts (UC )

O perational Lev el Agreem ent (OLA)

Serv ic e Lev el Agreements (SLA)

Serv ice Q ual i ty Plan

Serv ic e Improv ement P lan (S IP )

Serv ic e Reports: Targets

Activities

M ainta in up-to-date SLM doc um ent tem plates and s tandards

Prov ide the appropria te m anagem ent in form ation to aid per form anc e m anagem ent

Log and m anage a ll com pla in ts and c om pl iments

D ev elop, m ainta in and operate procedures

D evelop and docum ent contac ts and re la tionships

C onduc t s erv ic e review and ins tigate im pr ov em ents

P roduc e serv ic e reports

C ol la te, m easure and im prov e c ustom er s atis faction

M onitor and meas ure serv ice perform anc e achiev em ents

D eterm ine, negotia te , docum ent and agree requirem ents for new or c hanged s erv ic es in SLRs

Inputs

C ustom er S atis faction Surv ey

Customer Feedback

Configuration M anagem ent S ys tem (C MS )

C hange Sc hedule

Serv ice Cata logue

Service Pipeline

Serv ice Portfol io

Serv ice Strategy : P ol ic ies and C ons tra in ts

B us iness Im pact Analys is (BIA)

C urrent and fu ture Bus ines s R equi rem ents

Financial Plan

P ol ic y Am endm ents

Business Strategy

GoalThe goal o f the SLM proces s is to ensure that an agreed lev e l o f IT serv ice is provided for a ll c urrent IT

serv ices , and that fu ture serv ices are de l iv ered to agreed achievable targets

Ke y Concep ts

Vi ta l Bus ines s Func tions

Supplier and Contrac t D atabas e (S CD)

The SC D is a database conta in ing deta ils o f the organization s suppl iers , together w ith deta i ls o f the produc ts and serv ices that they provide to the busines s ( e.g. e-m ai l s erv ic e, PC supply and ins tal la tion, S ervic e Des k) ,

together w i th deta i ls o f the c ontrac ts. The SCD c ontains s uppl ier deta ils , a s um mary of eac h product/s ervic e (includ ing support arr angem ents ), in form ation on the ordering proc ess and, where appl ic able, c ontrac t

deta i ls. Ideal ly the S CD should be conta ined w ith in the overa l l CM S.

SLA Struc ture

Multi-level SLA

Service levelc ov er s a spec i fic s erv ic e, in re la tion to a s pec ific c us tom er group or bus ines s uni t (one for eac h s ervic e c ov er ed by the SLA)

Customer level c overs a partic u lar cus tomer group or busines s un i t, regard less of the s erv ice be ing us ed

Corporate level c ov er s a ll c us tom er group or bus ines s un it thr oughout the organization/c orporation

Customer-based SLA C ov ers a l l the serv ices for an ind ividual cus tom er group

Service-based SLAFor exam ple E-m ai l serv ic e

Covers one s ervic e, for a ll the c ustom ers of that serv ice

Serv ic e O riented Arc h itec ture ( SOA )

A paradigm for organiz ing and uti l iz ing d is tributed capabil i ties that m ay be under the contro l o f d i fferent owners hip dom ains . It prov ides a un iform m eans to offer, d isc over, interac t w ith and us e c apabi l ities to

produc e des i red effects cons is tent w i th m eas urable prec ondi tions and expec tations .

Serv ice Faul t Analys isServ ice Fai lure Analys is (SFA) is a tec hnique designed to provide a s tructured approach to identi fy ing the under ly ing caus es of s erv ic e interruptions to the user.

Serv ic e D esign Pac k age ( SDP)

T he S er vic e Ac ceptance C ri teria .

R eleas e and deploy ment p lans

T he deta i led des ign of how the serv ice com ponents w il l be as s em bled and integrated in to a re leas e pac kage

The defin i tion and des ign of each re leas e pack