®

ITIL 2011 – The big picture

Service lifecycle Service Process

Customer
Continual
• Internal
service
• External SLA User
improvement

Business outcome
Value realized
Metric
Service Process
Metric Metric Metric Metric Metric
Service Business Business Business owner owner
transition Process Product Service

Service Input Output

Trigger
strategy

Value added
Service value
Utility - Fit for purpose User requirement Customer-facing Business case Activity
(Functionality) specification SERVICE (ROI / VOI) Input Output

Warranty - Fit for use Input ?

(Availability, capacity, reliability, security, Cost and price
Service targets
Input Output
Activity Output
continuity, usability, compliance) and levels Service provider
Service Service • Internal Data, Desired
Application / • Shared services unit Activity outcome
design operation Resources Infrastructure Data information and

Money spent
Integration • External

Service assets
OLA knowledge
Role
Management People Processes
Capabilities Role
Organization Supporting
Knowledge
(Functions, roles) services
Contract Supplier Feedback

Strategy management Service portfolio Financial management Key documents

Service strategy
for IT services management for IT services
2 Vision and mission statements
ü Determine perspective
2 Strategies, strategic and tactical Service knowledge management
Ø Ø Identify and track costs and
ü Form a position
Ø
Ø
Perform strategic assessment
Generate strategy Ø
Define
Analyze income (Accounting)
plans and policies
2 Service requirements
system (SKMS)
ü Craft and execute plans Ø Execute strategy Ø Approve Ø Budget 2 Service charter
ü Adopt patterns of actions Ø Measure and evaluate Ø Charter Ø Charge 2 Service definitions, classification
and visualization
Key principles 2 Service models
Demand management Business relationship 2 Service packages
management 2 Option space
Ø Service management as a strategic asset 2 Cost model
Ø Internal and external customers Ø Identify sources of demand 2 Financial information and
Ø Internal and external services forecasting Ø Handle requests budgets
Ø Core, enabling and enhancing services Ø Analyze and codify patterns of Ø Handle complaints 2 Business cases
Presentation layer
Ø Value: Business outcomes, perceptions business activity (PBA) Ø Identify opportunities 2 Business impact analysis (BIA)
and preferences Ø Match user profiles (UP) Ø Manage business 2 Patterns of business activity
Ø Functionality (utility), performance Ø Manage activity-based relationships throughout the (PBAs)
demand
Knowledge processing layer
(warranty) and price service lifecycle 2 User profiles (UPs)
Ø Service packages Ø Develop differentiated 2 Stakeholder definitions
Ø Sourcing strategy offerings (Service packages)
Ø Value networks Ø Manage operational demand Information integration layer

Service design Service catalogue Availability Information security Key documents

management management management Service
(Reactive and proactive) 2 Service design policies and portfolio
ü Plan and prepare Ø Agree and document service Ø Produce and maintain
plans
ü Collect requirements information security policy 2 Service acceptance criteria
definition and descritpion Ø Monitor, measure, analyze,
ü Analyze (SAC) and service level
Ø Agree service catalogue Ø Implement security policy
report and review requirements (SLR)
ü Design contents Ø Investigate and instigate
Ø Assess and classify
Service catalogue views
2 Service definitions
ü Review and revise design Ø Produce and maintain service Ø Assess and manage risk
information assets and risks
2 Service catalogues
ü Evaluate alternative solutions catalogue Ø Impose and review security Business/customer Service
Ø Implement countermeasures 2 Service design package (SDP)
ü Procure and/or develop Ø Interface with stakeholders controls
service
Ø Plan and design 2 Solution designs Supporting models
Ø Monitor and manage security
Ø Review and test 2 Architectures & standards catalogue view service
breaches and incidents
Key principles Service level Ø Reduce security breaches 2 Processes catalogue view
2 Measurement and metrics
management Capacity management
Ø Regularly assess, review and
2 Service level agreements (SLA),
report security threats
Ø Five aspects of holistic service design: (Business, service and Contracts and operational level Service
v Service solutions for new or changed Ø Determine and agree agreements (OLA) packages
component)
services 2 Service reports
requirements and make SLAs
Design coordination 2 Service improvement plan (SIP)
v Management information systems and Ø Monitor and report service
tools, especially the service portfolio performance Ø Pre-empt capacity issues 2 Availability policy, plans, design
v Technology architectures and Ø Improve customer satisfaction Ø Model and trend future needs Overall: criteria, risk analysis and reports
management architectures Ø Conduct service review Ø Review current capacity Ø Define and maintain policies 2 Capacity policy, plans, workload
v Processes Ø Review and revise SLAs and Ø Optimize/improve capacity and methods analysis, forecasts and reports
v Measurement methods and metrics underpinning agreements Ø Assess, agree and document Ø Plan design resources and 2 Business and IT service
Ø Balanced design: Ø Develop relationships requirements capabilities continuity policy, strategy, plans,
Ø Plan new capacity
v Functionality Ø Maintain framework and Ø Coordinate design activities risk and business impact
Configuration management
v Resources templates Ø Manage design risks and analysis and reports
v Schedule IT service continuity issues 2 Business and information system (CMS)
Ø IT service design vs. business change Supplier management Ø Improve service design security policy, strategy, plans,
management
Ø The four Ps of service design: For each design: risk analysis, classification,
v People Ø Initiate project Ø Plan individual designs controls and reports
v Processes Ø Define requirements Ø Coordinate individual designs 2 Supplier and contracts policy,
Ø Evaluate suppliers/contracts Ø Determine requirements and Changes
v Products (services,technology, tools) produce strategy Ø Monitor individual designs strategy, plans and reports
v Partners (suppliers, vendors) Ø Establish suppliers/contracts Ø Review designs 2 RACI matrix
Ø Manage performance Ø Develop plans and implement (Normal, standard and
Ø Service oriented architecture strategy Ø Handover service design
Ø Design constraints Ø Renew and/or terminate packages emergency changes)
Ø Categorize suppliers and Ø On going operation
Ø Service delivery options and strategies Ø (Invoke the continuity plan)
maintain SCMIS
CMDB Releases
(Release units and
Release and Service asset and Transition Key documents release packages)
Service transition CMDB
deployment configuration planning and support 2 Service transition strategies,
management management CMDB
ü Plan and prepare policies, plans and budgets
Ø Define transition strategy 2 Service packages
ü Build and test
Ø Plan release and deployment Ø Manage and plan Ø Define service transition 2 Service design package (SDP)
ü Train and pilot Ø Build and test release lifecycle stages 2 Service acceptance criteria Service requests
Ø Identify configuration
ü Transfer, deploy, retire Ø Deploy (deploy, transfer, Ø Control configuration Ø Prepare for service transition (SAC) CMDB
ü Review and close retire) Ø Perform status accounting and Ø Plan and coordinate service 2 SLAs, contracts and
Ø Provide early-life support reporting transition agreements Incidents
Ø Review and close Ø Verify and audit Ø Advice 2 Change and configuration
Key principles Ø Provide administration management policy, plans and
Ø Communicate reports
Problems
Ø Policies for service transition
Change management Service validation Ø Monitor and report progress 2 Change models
v Manage all changes through service and testing 2 Requests for changes (RFC) Known error database (KEDB)
transition Ø Create and record request for and change records
v Common framework and standards change (RFC)
Ø Manage validation and test Knowledge 2 Change schedules and plans
v Re-use Ø Review RFC management 2 CAB agenda & minutes
Ø Plan and design tests
v Business driven transition Ø Assess and evaluate change 2 Configuration models
Ø Verify test plan and test
v Stakeholder relationships Ø Authorize change build and 2 Configuration baselines, status
design Ø Define knowledge
v Effective controls and disciplines test reports and audit reports
Ø Prepare test environment management strategy
v Knowledge transfer Ø Coordinate change build and 2 Release policies, plans, notes,
test
Ø Perform tests Ø Transfer knowledge packages and documentation
Service Operational Definitive
v Release packages Ø Evaluate exit criteria and
Ø Authorize change deployment Ø Manage data, information and 2 Service quality policy, risk level level
v Resource planning and management report media
Ø Coordinate change knowledge policy, test strategy, test
v Early involvement
v Quality management and deployment
Ø Clean up test environments Ø Use the service knowledge models, test plans, test reports agreements (SLAs) agreements (OLAs) library
and close management system (SKMS)
improvement Ø Review and close change and known errors (DML)
Ø Big bang vs. phased record 2 Build plans and documentation
2 Evaluation plans & reports
Ø Push vs. pull Change evaluation
Ø Automation vs. manual 2 Deployment plans and reports
Ø Data-Information-Knowledge-Wisdom 2 Service transition report
Ø Plan evaluation 2 Knowledge management
Ø Managing people through service
Ø Evaluate predicted strategy
transitions
performance
Ø Evaluate actual performance
Supplier and contract management
information system (SCMIS)
Request Access Event Key documents
Service operation
fulfillment management management
2 Service operation policies and
ü Monitor and control Ø Ø
plans
Receive request Ø Request access Generate event notification 2 Operational requirements
ü Manage services, components Ø Log and validate request Ø Verify request Ø Detect event 2 Event management policy, plans
and activities Ø Categorize request Ø Provide rights Ø Log event Availability Capacity Security
and reports
ü Optimize Ø Prioritize request Ø Check and monitor identity Ø Correlate and filter events (1st
ü Report Ø Authorize request status level)
2 Incident management policy, management management management
plans and reports
Ø Review request Ø Log and track access Ø Categorize event 2 Incident models information information information
Ø Execute request model Ø Remove or restrict rights Ø Correlate events (2nd level) system system system
Key principles Ø Close request Ø Select response
2 Major incident procedure
2 Request fulfillment policy, plans
Ø Review actions and reports
(AMIS) (CMIS) (SMIS)
Ø IT services vs. technology components Ø Close event 2 Request models
Ø Stability vs. responsiveness Incident Problem 2 Problem management policy,
Ø Quality vs. cost management management plans and reports
Ø Reactive vs. proactive Common service 2 Problem models
Ø Involvemrnt in other service lifecycle operation 2 Information security policy,
Events
stages
Ø Identify incident Ø Detect problem
activities Standard
Ø Operational health
Ø Log incident Ø Log problem
plans, classification, controls Technical
Ø Categorize incident Ø Categorize problem
and reports operating
Ø Communication
Ø Ø Ø Monitor and control 2 Processes documentation
Ø Documentation
Prioritize incident Prioritize problem
Ø IT operations 2 Technical documentation procedures (SOPs)
Ø Perform initial diagnosis Ø Investigate and diagnose
Ø Escalate incident problem v Console management 2 Operational procedures and Access
v Job scheduling instructions
Ø Investigate and diagnose Ø Find a workaround
2 Functional documentation
rights
incident Ø Raise a known error v Backup and restore
v Print and output 2 User guides
Ø Resolve and recover incident Ø Resolve problem
Ø Close incident Ø Close problem management
Ø Review major problem Ø Facilities and data centre
Functions Ø Technology
Strategies,
v Mainframe
v Server policies and Reports
v Network CSI
v Storage and archive plans
register
v Database
v Directory services
v Desktop
IT operations Technical Application v Mobile devices
Service desk management management management v Middleware
v Internet/Web

Continual service Seven-step Common Key documents

improvement improvement process improvement
techniques 2 Continual service improvement policies and plans
2 Corporate and IT vision, mission, goals and objectives
Ø 1. Identify the strategy for 2 Critical success factors (CSFs)
ü Plan improvement Ø Assessment 2 Key performance indicators (KPIs) and metrics and achievements
ü Do Ø 2. Define what you will Ø Gap analysis 2 Service level targets and achievements
ü Check measure Ø Benchmarking 2 Balanced scorecard
ü Act Ø 3. Gather data Ø Service measurement 2 Service improvement plans (SIPs)
Ø 4. Process data Ø Metrics and scorecards 2 Business cases
Key principles Ø 5. Analyze information and Ø Service reporting 2 Reporting policies and rules
data Ø SWOT 2 Reports and dashboards
Ø 6. Present and use Ø Return on investment
Ø Continual service improvement approach
information
Ø Organizational change
Ø 7. Implement improvement
Ø Ownership, roles, and responsibilities
Ø Knowledge management
Ø Service measurement ( +45 40 19 14 64
Ø IT governance
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