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CSI Approach

Continual Service Improvement

7 Steps improvement process

Service Measurement

Service Reporting

Service Design
Define policies
and methods

Plan design resources


and capabilities

SKMS

Coordinate design
activities

Capacity
Management

Planning

Business/Service/
Component capacity

Maintain catalogue

SKMS
CMIS

Capture Service
Level Requirements

SCMIS
UC

Review and update


OLA (and UC)

Supplier
Management

Technical Business
Service Catalogue
Management

Negotiate &
establish SLA
Produce and
present service
reports

Strategies & policies


Requirements

Define service and


service package

Design Coordination

SLA

Descripti
on
Servic
Suppor
e
t
Hours

Establish contract
Performance

SLA

Duratio
n
Signatur
e

Align with service


Portfolio and CMS

SKMS

SLA

Renew/terminate
suppliers and
contracts

Service
Catalogues

10%
30%

Publish and update

Capacity Plan

Requirements
Plan, design and
model for
performance
Demand
Management
Application sizing
Monitor, adjust &
maintain
Report & Improve

Projected
Service
Unavailability
Performance
reports

Service/Component
availability
Requirements
Risk assessment
and management
Vital Business
Functions (VBF)
Plan and design for
availability
Implement
Monitor, adjust &
maintain
Report & Improve

Coordinate
individual designs

Strategy Management for IT Services


Standards
Support business
vision and mission
Architecture
Identify customers
Prioritize
investments
Identify market
space
Governance

Service
Portfolio

10%

Continuity
Plan
Availability
Plan

Service Operation
Applications Management function

Service Portfolio
Management

Customer Portfolio

Define

Customer
Agreements
Portfolio

Evaluate services

Customer
Satisfaction

Charge-back

Technical Management function

Analyse

Service Desk function

Authorise

Self serve

Charter

SKMS
Service
Requests
Events and
alerts

Event Management
Design for event
management
Configure system
Notification/
Detection/Log

Request fulfillment
Modeling

Respond and close

Access Management

Log request
Receive request
Automate workflow
Request verification
Fulfillment

Provide access rights

Closure

Filter/correlation/
significance
Alert and response

Request
Models

Log and track access

1
Request
Models

Revise and tuning

Remove-restrict
access rights
Maintain groups and
roles

SKMS
Roles and
groups

Organizational Change

Deming Cycle

Detect and log

Categorize &
prioritize

Categorise and
prioritize

Initial support

Investigate and
diagnose

Diagnose

Workaround

Close

SKMS

Raise known error

Incident
records

Resolve

Known error
records

Follow up &
communicate

Problem
records
User satisfaction
survey

Ownership

Close
Major problem
review

Service
Improvement
proposals

Service review and


improvement planning

Service
Design
Package
(SDP)
Discovery
tools

Change
Management
Log, review and
categorize
Assess and authorize
build and test

Mon
27

Organization and
RACI Charts

Tue
28

Change Schedule
Work
order

Release and
Deployment
Management

3
Release
packages

Knowledge
Management
Knowledge
management strategy
Manage data,
information,
knowledge

Maintain and control

Authorize deployment

Status report
Spares

Inventory and
licence management

Emergency change

Transition Planning and Support


Setup Transition
Strategy
Lifecycle
stages

Pilot and tests


Deployment
planning
Execute
deployment,
transfer, retire

Prepare
transition

Service Validation
and Testing
Service and quality
assurance

Early life support

Test policies
Test strategy

Knowledge transfer

Test levels and


models

Using SKMS

Test approach and


technique

Process review and


compliance

CMDBs

Verification and
audit

Measure and report

Prepare

Release review

CMS

Plan and coordinate


build and test

Post Implementation
Review

Build and test cycles


Deployment
Plans

SKMS
Plan and Identify

Coordinate
deployment

Plan
Validation and
Tests Plans

Service Asset and


Configuration
Management

CAB

Financial Plan

Patch
Management

Identifiy and log

Resolve and recover

Definitive
Media Library

Return On
Investment

Problem
Management

Risk assessment and


management
Countermeasures
Define & enforce
information security
policies
Requirements & plans
Document &
implement security
controls
Monitor & manage
security breach/
incidents/problems
Improvement of
security controls

SKMS
ISMS

Service Cost
Structure

Incident
Management

Information Security
management

Risk
Management

Service Transition

Business activities
and patterns

Funding

Service
Requirements

Security
Policies

ITSCM and the BCM


Business Impact
Analysis (BIA)
Risk assessment
and management
Countermeasures
Requirements and
strategy
Plan recovery (DRP)
and continuity
Implement
Test and review
On going operation
and maintain
Invoke

Demand
Management

IT Financial
Management

Business
Relationship
Management

Review designs and


handover SDP

IT Service
Continuity
Management

SKMS
AMIS

30%

IT Operations Management function

Monitor individual
designs

Service Strategy

SKMS

Maintain service
catalogues

20%

Plan individual
designs

Availability
Management

Produce service
catalogues

Evaluation of new
suppliers

Maintain SCMIS

Improve
service design

Service Level
Management

SLA/
OLA

SKMS

Manage design
risks and issues

ITIL 2011

CSI Register

Transition
policies

release
policies

Plan and coordinate


Transition

Support
transition

And asset

Change Evaluation
Evaluation plan
Expected and
unexpected effects of
change
Evaluation of expected
performance
Evaluation of real
performance
Risk management
Test plan and results

CSI Framework and


Quality System

Version
2015/01/11

IT Governance