Visio-ITIL V3 Lifecycle Overblik - Dansk -...
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Th e Business Users Incident Models Impact Closure Service Desk Incident Management Catego- rization Prioritization Investigation & Diagnose Identification & Logging SPOC Resolution & Recovery Urgency SO Functional Escalation Hierarchic Escalation Major Incident Procdure Report Data Plan Plan Plan SKMS ISMS SKMS SCD SKMS CMIS CSI Continua l Se r vic e Im p ro vem e nt Continual Service Improvement Con- tract OLA Problem Models Known Errors Akti- vitet Akti- vitet Akti- vitet Capacity Management Plan & Design Implement & Maintain Review Report Requirement Business Capacity Service Capacity Component Capacity Capacity Plan SKMS Plans & Reports Know- ledge Test doc. Deploy Records Change Records Service Design Package (SDP) Løsnings Design Arkitektur Standarder SAC Analysere Designe Evalue r e Alternativer Anskaffe Løsning Udvikle Løsning Design Processen Output SKMS Service Request Problem Records Events Known Errors Incident Records Service, Drift & Support Rapporter Output Overvågning & Drift Support & Restore Bruger- håndtering Operation Processen SD Forkortelser AMIS: Availability Management Information System CAB: Change Advisory Board CI: Configuration Item CMDB: Configuration Management DataBase CMIS: Capacity Management Information System CSI: Continual Service Improvement CMS: Configuration Management System ECAB: Emergency Change Advisory Board ISMS: Information Security Management System OLA: Operational Level Agreement RFC: Request for Change SAC: Service Acceptance Criteria SCD: Supplier & Contract Database SD: Service Design SKMS: Service Knowledge Management System SLA: Service Level Agreement SLR: Service Level Requirements SO: Service Operation SPOC: Single Point of Contact SS: Service Strategy ST: Service Transition VCD: Variable Cost Dynamics Hvad er visionen? Hvor er vi nu? Kom vi derhen? Hvordan kommer vi derhen? Hvor vil vi gerne være? Fastholdelse af niveau 7 – Step improvement Process the Data Gather the Data What should be measured? What can be measured? Implement corrective action Analyse the Data Present & use analysed data Deming Cycle Plan Do Check Act CSI Information Security Plan Implement Evaluation Maintain Control Information Security Policy SD Business Security Policy Major Problem Problem Management Detection & Logning Categori- zation Prioritization Investigation & Diagnosis Closure Major Problem Review Resolution SO Validation & Test Mgt. Evaluate exit Criteria Plan & Design Test Verify testplan & -design Prepare test- environment Clean up & Closure SAC Testing Validate Direct Justify Intervene Value of Monitoring & Measuring CSI Business Views Collate Translate & Apply Publish Service Reporting CSI Improvement Reports Exception Reports Status Reports Netværks- og kompetencehus Tlf. 45 88 12 16 | www.sosforum.com ST SO SD CSI Koncept/ Metode Proces Funktion Contract Performance Reports Monitor & Report Service Level Management Negotiate SLR Review OLA/ Contracts Service review meetings Sign Agreements Service Improvement Plan SLA Figurer SS V-model CSI Model Deming Cycle Plan Do Check Act CSI Måle- metoder Processer Deming Cycle Plan Do Check Act CSI Konsulenthus Tlf. 45 88 44 23 | www.w-csm.com v1.5 © Westergaard Management. ITIL® is a Registered Trademark of the Office of Government Commerce (OGC) in the United Kingdom and other countries. The Swirl logo TM is a Trade Mark of the Office of Government Commerce ® SD SD Supplier Strategy & Policy Evaluate Contract Admin. SCD Maintenance Mgt. & Performance Supplier Management SD Testresults, Config. Baseline & Testanalysis Change Models ST Change Management CAB / ECAB Record RFC Review RFC Co-ordinate Change impl. Change Schedule RFC Review & close RFC Normal Change Emergency Change Authorize Change Plan updates Standard Change Assess & Evaluate Change ST Projected Service Outage (PSO) Transition Strategy Prepare Transition Planning & Coordinating Advice Administra- tion Progres monitoring & reporting SDP Transition Strategy & Plans Test, Validation & Deployment Plans Release Package Release & Deployment Planning Prepare: Build, Test & Deploy Verify Deployment Early Life Support Review & Closure Remediation/ Backout Plan ST Build & Test Transfer, Deployment & Retirement Måling & Rapportering Service Asset & Configuration Planning Identification Control Status/ Accounting Verification/ Audit SKMS CMS Definitive Media Library (DML) CMDB ST CM DB CM DB CI Record Service Asset Validation & Testing ST Planning & Support ST Service Strategy Service Operation Service Design Service Transition Continual Service Improvement IT Service Management Change Supplier & Contract Policy Report Contract Report Capacity Plan Business Governance IT Governance Corporate Governance CSI Udrullet Service Support & drift information Opdateret SKMS Planlæg- ning Early Life Support Transition Processen Ændrings- styring Byg , Test & Validering Udrulning & Review Out pu t Technology Metrics Process Metrics Service Metrics Metrics & Measurement CSI Benchmarks/ Baselines CSI Plan Report Status Report Improve- ment Report Excep- tion Evaluation ST Report Evalua- tion Report Data SKMS AMIS Plan & Design Implement Monitor & Meassure Review Report Requirement Availability Management Business Availability Service Availability Component Availability Availability Plan Investigate Report Availa- bility Plan SD V 3 Infor- mation Event Management Notification, Detection & Filter Significance Logning Action Review Action Close SO Exep- tions War- nings IT Operations Management Technical Management Application Management Service Desk Functions SO SO S Financial Plan Plan $ Cost Structures Service Investment Compliance Service Valuation VCD Planning Confidence Accounting Financial Management SS Finan- ce SKMS Service Portfolio Service Strategy Define Analyse Approve Charter Service Portfolio Management Strategier Politikker/ retningslinier Resource & constraints Formål fra krav Strategy Processen Definere Markedet Udvikle servicetilbud Udvikle Strategiske Asset Forberede eksekvering Output Service Level Packages SS Strategy & Organization Strategy & Technology Strategy, Tactics & Operation Demand Management SS Pattern of Business Activity Service Models Plan IT Continuity Plan IT Service Continuity On going Operation Initiation Implement Requirement & Strategy Business Continuity Plan SD SLA Report Service Catalogue SKMS Service Portfolio Business Catalogue Technical Catalogue Service Calalogue Service Pipeline Service Definition Production & Maintenance Interfaces & Dependen- cies Retired Services SD Know- ledge Knowledge Management Indsamling: Data Klassificering: Information Analyse: Knowledge Anbefaling: Wisdom ST Risk Management Risk Analysis Risk Management SS User Self Service Request Fulfilment Menu Selection Financial Approval Other Approval Fulfilment Closure SO Standard Change Availability Plan Plan Information Security Policy Access Management Requesting Access Verification Providing Rights Access Admin. Monitoring Logging & Tracking SO
Transcript of Visio-ITIL V3 Lifecycle Overblik - Dansk -...
The Business
Users
IncidentModels
Impact
Closure
Service Desk
Incident Management
Catego-rization
Prioritization
Investigation & Diagnose
Identification & Logging
SPOC
Resolution & Recovery
Urgency
SO
Functional EscalationHierarchic Escalation
Major Incident
Procdure
Report
Data
Plan
Plan
Plan
SKMSISMS
SKMS
SCD
SKMSCMIS
CSI
Continual Service Improvement
Continual Service
Improvement
Con-tract
OLA
ProblemModels
Known Errors
Akti-vitet
Akti-vitet
Akti-vitet
Capacity Management
Plan & Design
Implement & Maintain
Review
Report
RequirementBusiness CapacityService CapacityComponent Capacity
CapacityPlan
SKMS
Plans & Reports
Know-ledgeTest
doc.Deploy
RecordsChange RecordsSe
rvic
e D
esig
n Pa
ckag
e (S
DP) Løsnings
Design
Arkitektur
Standarder
SACAnalysere
Designe
Evaluere
Alternativer
Anskaffe
Løsning
Udvi
kle
Løsn
ing
DesignProcessen
Output
SKMS
Service Request
Problem Records
Events Known ErrorsIncident
Records
Service, Drift & Support Rapporter
Output
Overvågning & Drift
Support &
Restore
Bruger-håndtering
OperationProcessen
SD
ForkortelserAMIS: Availability Management Information SystemCAB: Change Advisory BoardCI: Configuration ItemCMDB: Configuration Management DataBaseCMIS: Capacity Management Information SystemCSI: Continual Service ImprovementCMS: Configuration Management SystemECAB: Emergency Change Advisory BoardISMS: Information Security Management SystemOLA: Operational Level AgreementRFC: Request for ChangeSAC: Service Acceptance CriteriaSCD: Supplier & Contract DatabaseSD: Service DesignSKMS: Service Knowledge Management SystemSLA: Service Level AgreementSLR: Service Level RequirementsSO: Service OperationSPOC: Single Point of ContactSS: Service StrategyST: Service TransitionVCD: Variable Cost Dynamics
Hvad er visionen?
Hvor er vi nu?
Kom vi derhen?
Hvordan kommer vi derhen?
Hvor vil vi gerne være?
Fastholdelse af niveau
7 – Step improvement
Process the Data
Gather the Data
What should be measured?
What can be measured?
Implement corrective
action
Analyse the Data
Present & use analysed data
DemingCycle
Plan
Do
Check
Act
CSI
Information Security
Plan
Implement
Evaluation
Maintain
Control
Information Security Policy
SD
BusinessSecurityPolicy
Major Problem
Problem Management
Detection & Logning
Categori-zation
Prioritization
Investigation & Diagnosis
ClosureMajor
Problem Review
Resolution
SO
Validation & Test Mgt.
Evaluate exit Criteria
Plan & Design Test
Verify testplan & -design
Prepare test-environment
Clean up & Closure
SAC
Testing
Validate
Direct
Justify
Intervene
Value of Monitoring &
MeasuringCSI
Business Views
Collate
Translate & Apply
Publish
Service Reporting CSI
Improvement Reports
Exception Reports
Status Reports
Netværks- og kompetencehusTlf. 45 88 12 16 | www.sosforum.com
ST
SO
SD
CSI
Koncept/ Metode
Proces
Funktion
ContractPerformance
Reports
Monitor & Report
Service Level Management
Negotiate SLR
Review OLA/Contracts
Service review
meetings
Sign Agreements
Service Improvement
Plan
SLA
Figurer
SS
V-model
CSI Model
DemingCycle
Plan
Do
Check
Act
CSI
Måle-metoder
Processer
DemingCycle
Plan
Do
Check
Act
CSI
KonsulenthusTlf. 45 88 44 23 | www.w-csm.com
v1.5
© W
este
rgaa
rd M
anag
emen
t. IT
IL®
is a
Reg
iste
red
Trad
emar
k of
the
Offi
ce o
f Gov
ernm
ent C
omm
erce
(OG
C)
in th
e U
nite
d K
ingd
om a
nd o
ther
cou
ntrie
s. T
he S
wirl
logo
TM is
a T
rade
Mar
k of
the
Offi
ce o
f Gov
ernm
ent C
omm
erce
®
SD
SD
Supplier Strategy &
Policy
Evaluate
Contract Admin.
SCD Maintenance
Mgt. & Performance
Supplier Management
SD
Testresults, Config. Baseline
& Testanalysis
ChangeModels
STChange Management
CAB / ECAB
Record RFC
Review RFC
Co-ordinate Change impl.Change
Schedule
RFC
Review & close RFC
Normal ChangeEmergency
Change
Authorize Change
Plan updates
Standard Change
Assess & Evaluate Change
ST
ProjectedServiceOutage (PSO)
Transition Strategy
Prepare Transition
Planning & Coordinating
Advice
Administra-tion
Progres monitoring &
reporting
SDP
Transition Strategy & Plans
Test, Validation & Deployment Plans
Release Package
Release & Deployment
Planning
Prepare: Build, Test &
Deploy
Verify Deployment
Early Life Support
Review & Closure
Remediation/ Backout Plan
ST
Build & Test
Transfer, Deployment & Retirement
Mål
ing
&
Rap
port
erin
g
Service Asset & Configuration
Planning
Identification
Control
Status/Accounting
Verification/ Audit
SKMSCMS
DefinitiveMediaLibrary(DML)
CMDB
ST
CMDB
CMDB
CI RecordService
Asset
Validation & Testing
ST
Planning & Support
STService Strategy
Serv
ice
Oper
atio
nService
Design
Service Transition
Con
tinua
l Ser
vice
Im
prov
emen
t
ITService
Management
Change
Supplier & Contract
Policy
Report
Contract
Report
Capacity
Plan Business Governance
ITGovernance
Corporate Governance
CSI
Udrullet Service
Support & drift information
OpdateretSKMS
Planlæg-ning
Early
Life
Su
ppor
t
TransitionProcessen
Ændrings-styring
Byg, Test &
Validering
Udrulning
& Review Output
Technology Metrics
Process Metrics
Service Metrics
Metrics & Measurement CSI
Benchmarks/ Baselines
CSI
Plan
Report
Status
Report
Improve-ment
Report
Excep-tion
Evaluation ST
Report
Evalua-tion
Report
Data
SKMSAMIS
Plan & Design
Implement
Monitor & Meassure
Review
Report
Requirement
Availability Management
Business AvailabilityService AvailabilityComponent Availability
AvailabilityPlan
InvestigateReport
Availa-bility
Plan
SD
V3
Infor-mation
Event Management
Notification, Detection &
FilterSignificance
Logning
Action
Review Action
Close
SO
Exep-tions
War-nings
IT OperationsManagement
TechnicalManagement
ApplicationManagement
Service Desk
Functions
SOSOS
Financial Plan
Plan
$
Cost Structures
Service Investment
Compliance
Service Valuation
VCD
Planning Confidence
Accounting
Financial Management
SS
Finan-ce
SKMS
ServicePortfolio
Service Strategy
Define
Analyse
Approve
Charter
Service Portfolio Management
Strategier
Politikker/retningslinierResource & constraintsFormål fra
krav
StrategyProcessen
Definere Markedet
Udvikle
servicetilbud
Udvikle Strategiske
Asset
Forb
ered
e ek
sekv
erin
g
OutputSe
rvic
e Le
vel
Pack
ages
SS
Strateg
y &
Organ
izatio
n
Strategy & Technology
Strategy, Tactics & Operation
Demand Management
SS
Pattern of Business Activity
Serv
ice
Mod
els
PlanIT Continuity Plan
IT Service Continuity
On going Operation
Initiation
Implement
Requirement & Strategy
Business Continuity
Plan
SDSLA
Report
Service Catalogue
SKMSService
Portfolio
Business CatalogueTechnicalCatalogue
ServiceCalalogue
ServicePipeline
Service Definition
Production & MaintenanceInterfaces & Dependen-
cies
RetiredServices
SD
Know-ledge
Knowledge Management
Indsamling:Data
Klassificering: Information
Analyse: Knowledge
Anbefaling: Wisdom
ST
Risk Management
Risk Analysis
Risk Management
SS
User Self Service
Request Fulfilment
Menu Selection
FinancialApproval
OtherApproval
Fulfilment
Closure
SO
Standard Change
AvailabilityPlan
Plan
Information Security
Policy
Access Management
Requesting Access
Verification
Providing Rights
Access Admin.
Monitoring
Logging & Tracking
SO
