ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES SERVICE SUPPORT User requested changes
Incident Management
Events Requests Enquiries
Problem Management
Multiple or serious incidents
Record Work-arounds Advice & guidance General information
Classify
Classifications
Resolve Close olu
Monitoring
SERVICE DESK
tion
Schedule Build
s
FSC
Escalation
KEdb
RFW
Policy Schedule
/ ards t boboards c e j Prosiness bu
Assess Authorise
Error Control - Review KEs Proactive Pr. Mgmt. - Analyse trends
Release Management
Multiple, related or complex change
Log / Filter Categorise
Problem Control - Identify, classify, solve, raise KE
Investigate
Res
Change Management
Requests for change
Change and release work together
Test Implement Review
CAB
PSA
DEVELOPMENT
USERS
Temporary fixes Recent changes
Design / develop Build Test Accept Plan Rollout Distribute / install - Activate
DHS
DSL
Configuration Management Plan Identify Strategic Resolutions
Audit / verification CI Info CI Updates
RFC's Impact assessment
Customer Issues
Control Status accounting Availability & Capacity Problems CI Info CI Updates
CMDB
CI Info CI Updates
Key to abbreviations CAB Change Advisory Board CI Configuration Item CMDB Configuration Management Database DHS Definitive Hardware Store DSL Definitive Software Library FSC Forward Schedule of Change KEdb Known Error Database PSA Projected Service Availabuility RFW Request for Work
Service Level Management
Availability Management
Incident Management
Configuration Management
SERVICE DELIVERY Capacity Management
IT Service Continuity Management
Financial Management
Problem Management
Change Management
Release Management
SERVICE DELIVERY
SL targets Achievements
Availability Management
Service Level Management Establish SLRs Catalogue Services Business requirements & SLRs
Availability requirements
Draft SLAs - Review OLAs, Contracts
Performance requirements
Negotiate, agree Financial requirements
Monitor, report Review
Risk reduction
BCM
OLAs with internal suppliers
IT Service Continuity Management
Analyse weakness - CRAMM, FTA, CFIA Address shortfalls - SOA, TOP Continuous improvement - work with Incident and Problem Management
Business, Service and Technical aspects
Design to meet SLRs - Availability, Reliability, Maintainability, Security, Serviceability Security Management
Modelling - Analytical, simulation, trending Application sizing (as for modelling but wider scope and often in development arena) CDB
Iterative activities - Monitor, analyse, tune, implement Demand Management - Financial, physical
Budgeting - Cost types, codes - Capital / Revenue - Fixed & variable Accounting - Cost table - Direct, indirect - Unabsorbed overheads - TCO, Return on investment Charging - Fair, simple, realistic - Cost, cost plus, market rate, notional
Requirements for new systems & services
Initiate Assess risks - CRAMM - Countermeasures Develop plans - Options; Gradual, Intermediate, Immediate Operational Management - Testing, Training, Awareness, Review, Change, Assurance
Key to abbreviations
Continuity requirements Risk reduction
ISBN: 978-0-9544884-2-0 Published July 2006.
ITIL
To order further copies, please e-mail
[email protected] or call +44 (0) 1270 611600
is a registered Trade Mark, and a Registered Community Trade Mark of the OfÞce of Government Commerce, and is Registered in the US Patent and Trademark OfÞce.
ITIL map.indd 1
Financial Management
R
CDB CFIA CRAMM FTA OLA
Capacity Database SLA Service Level Agreement Component Failure Impact Analysis SLR Service Level Requirement Risk Analysis & Mgmt Methodology SOA Service Outage Analysis Fault Tree Analysis TCO Total Cost of Ownership Operational Level Agreement TOP Technical Observation Post
ILX Group - Leaders in eLearning, Blended and Classroom ITIL Training Solutions
Courtesy John Mather, Mark Haddad - Key Skills Associates
Continuity requirements
Continuity requirements
Contracts with external suppliers
Capacity Management
DEVELOPMENT
CI Info CI Updates
Customer Issues
CUSTOMERS
SL targets Achievements
Impact assessment RFC's
SERVICE SUPPORT
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25/07/2006 21:00:46
ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES
S C C
S S I I R C C I C C
S R S S S C C C C C C C
C S R S S S
C S S R S S
S C C C S C C C S S S S S S S S R C C C S S R R C C C C C C C C C C C C C C S S S C C
S C C C
C C S S S C S
S S S S S C C
S S S S S C C
S C C C C C C
S C C
A S S A S S A S S A S S A S S A S S A S S A C C S S S S S S S S S S S S S S S S S S S S S
S C C C
S S S
S C C C S C C C S C C C
ITIL
To order further copies, please e-mail
[email protected] or call +44 (0) 1270 611600
is a registered Trade Mark, and a Registered Community Trade Mark of the OfÞce of Government Commerce, and is Registered in the US Patent and Trademark OfÞce.
R
C C C
C C S S S
C C S S S
C C S S S
S
S
S
S
Release Distribution
Release Installation
CMDB VeriÞcation
Release Testing
CI Status Accounting
Release Build
CMDB Control
Release Roll-out
CI IdentiÞcation
Release Design / Development
CONFIGURATION MANAGER
Release Planning
RELEASE MANAGER
Change Review
Change Implementation
S S S S S
S S S S S
S S S S S
S S S S S
S S S S S S S
S S S S S S S
S S S S S S S
S S S S S S S
S S S S S S S
S S S S S S S S S S
S S S S S S S S S S
S S S S S S S S S S
S S S S S S S S S S
S S S S S S S S S S
A A R R R R R R R A A
R R R C
R R R C
R R R C
R R R C
S
S S
S S
R R
S S S S
S
S S S S S S S R R R R R R R C C C C C C C S S S S S S C C S
S C C C
C C C C
R R R R S S
C C S S S
C C C C
C C S S S
C C S S S
S
S
S S C C C C
C C S S S
C C S S S
I S S
S R
A A A A A A A A A A A C I R R R R R
S S S C
S S
S S
S S
S S
S S
S S
S S
R R C C C C C C C C C
C R C C C C C C C C C
C R R R C C C C C C C
C R C C R S S S S S C
C R C C C R S S S S C
C R C C C C R R R R C
C R C C C C R R R R C
CAPACITY MANAGEMENT
Performance Monitoring
CAPACITY MANAGER
Ongoing Operational Management
Testing Recovery Plans
Developing IT Recovery Strategy
Risk Assessment
Performing Business Impact Analysis
IT SERVICE CONTINUITY MANAGER
Initiating Business Continuity Mgmt
C C S S S
C C C R R R R R C C C R R R R R S S S S S S S S
S
S S S R R R C C C S S S S S S S C C C S S C C S C C C C C C C C C
DR1 DR2 DR3 DR4 DR5 DR6
C C C S S S C S
S S S S S S C C C C C C C C C C C C C
C C C C I I I I
Change Testing
S S S S S
IT SERVICE CONTINUITY MANAGEMENT
C C S S S
S S S S S S S C S S S S S S S
Change Building
Change Scheduling
Change Approval/Authorisation (CAB)
C C C C C C C C C C C C R R R R R R R R R R R R R R R R R R R C R R R R R R R C C C
AM1 AM2 AM3 AM4
S C S S S S R C C C
S
ISBN: 978-0-9544884-2-0 Published July 2006.
ITIL map.indd 2
S S S S
S S
Performing Service Outage Analysis
S C C C C C C
R S S S C S C C C C
Implementing Risk Reduction Measures
S C C C C C C
SM1 SM2 SM3 SM4 SM5 SM6 SM7 SM8 SM9
Performing Risk Assessment
S
AVAILABILITY MANAGER
R S S S S S S S S S S S C C C C C C C C C C C C
Instigating CSIP Actions
R I R S C C C
Reporting Service Levels
S S S S S C C
Monitoring Service Levels
S S S S S C C
Drafting SLAs
S
I I
C S C C C C S C C C
Reviewing Service Levels
Establishing Underpinning Contracts
C I I I
Establishing OLAs
A A A A A A A A A S C C C
Establishing Business SLRs
SERVICE LEVEL MANAGER
Developing Service Catalogue
PROCESS CUSTOMERS Service Catalogue Business Plans Business SLR’s OLA’s Underpinning Contracts SLA’s Service Review Reports RFC’s (CSIP) SLM Process Audit Capacity Plan / Forecasts Capacity Monitoring Reports Modelling Results Workload Analysis Cap Man Process Audit Availbility Forecasts CFIA FTA Service Outage Analysis TOP Report Security Policy Availability Plan Av Man Process Audit Business Continuity Plan CRAMM Report Business Impact Analysis IT Disaster Recovery Plan DR Processes DR Test Plan DR Training Plan ITSCM Process Audit Budget / Balance Sheet Cost Models Investment Analysis (ROI/ROCE) Charging Policy Charging Model Fin Man Process Audit
COM2 COM3 COM4 COM5
S S S S
AVAILABILITY MANAGEMENT
C R R C C R R S R I I I I
DOCUMENT / PRODUCT
RM8
S S S S
C C I I R C R R R R R R R R R R R R R R R R R R R R R
SERVICE LEVEL MANAGEMENT
RM7
S S S S
C
Implementing Standby-Arrangements
S
S
RM6
FINANCIAL MANAGEMENT
CP1 CP2 CP3 CP4
C C C S S S C S
A C A A A A S S S S S C C S S S S S C S S S S C S C C C C C S C C C C C S S S S S S C S S S S S S C C S A R S S S S S C S A S S R S S S C S A S R S S S S C S A S S S R R S C S A S S S R R S C S A S S S R R R C S A S S S S R R C A C C C C C C C C C C C C C C C I I I I I I I I
C C S S S
C C S S S
C C S S S
C C S S S
S
S
S
S
R S S S C S C C C C C S
S S S S C S C C C C C S
S S R S C S C C C C C C
S S S S C S C C C C C C
C C C C C C C
C C C C C C C
S S S C C C C
S C S C C C C
Charging
I I I
S S C C
RM5
Accounting
I I I
I I I
C C C
RM4
Budgeting
S I I
R R R C C
RM3
FINANCIAL MANAGER
I I I I
R R C R C C C C C C C C
RM2
S S S R
Application Sizing
I I I I
S S S C
CONFIGURATION MANAGEMENT
R R S S S R R S S C S S S S C I I S S C I I S S C S S C C C R R R R R R R C R R R R R R R
Modelling
I I S I S I R C
S
S S S C
R R C C C C C C C C R R R R
Demand Management
I I I I I I I
S S S C R C
RELEASE MANAGEMENT
CHM1 CHM2 CHM3 CHM4 CHM5 CHM6 CHM7 CHM8 CHM9 CHM10 CHM11
I I I I I I I
S S I I I S S
R R R C S C S R R C C
Change Financial Assessment
PM6
Change Impact Assessment
PM5
Change Categorization
PM4
Change Logging & Filtering
PM3
Change Prioritization
PM2
CHANGE MANAGEMENT
S S S C R C
C S S S C R C
Recording Error Resolution
PM1
S S S S A C C R C R A R C C C C A A C A A A S A C A A S S S C
R R R C S C
S S S S S A A R A A A I I C I I I C
Error Assessment
IM5
Error IdentiÞcation & Recording
IM4
Problem ClassiÞcation
Resolution & Recovery
IM3
CHANGE MANAGEMENT
Problem Investigation & Diagnosis
Incident Investigation & Diagnosis
IM2
Problem IdentiÞcation & Recording
Service Request
IM1
A R A R R S A S R R A C C C S S S S C C S S R C R S C C C C
PROBLEM MANAGER
Initial ClassiÞcation & Support
C C C C
DOCUMENT / ACTIVITY
Standard Service Request Incident Record Incident Closure Request for Change (Workarounds) Incident Mgmt Process Audit Problem Record Known Error Record Request for Change (Problems) Error Closure Trend Analysis Problem Mgmt Process Audit Forward Schedule of Change Projected Service Availability Model Change Template CAB Agenda CAB Minutes Change Closure Change Record Change Mgmt Process Audit Release Policy Release Record Roll-out Plan Training and Communication Plan Build Plan Test Plan Implementation Plan DSL Index DHS Index Document Library Index Release Mgmt Process Audit ConÞguration Planning CMDB VeriÞcation Reports ConÞguration Item Records ConÞguration Mgmt Process Audit
PROBLEM MANAGEMENT
Incident Detecting & Recording
USERS / CUSTOMERS
R R R R
INCIDENT MANAGER
SERVICE DESK
PROCESS FUNCTION
INCIDENT MANAGEMENT
FM1 FM2 FM3
C C C C C C C S
C C C C C
C C C C C
C C C C C
S
S
C
S C C C
S C C C
S C C C
C C C C
C C C C C C C
C C C C C C C
C C C C C C C
C C C C C C C
C C C C C C C
C C C C C C C
C C C C C C C
C C C C C C C
C C C C A A A A A A
R S S C C C
S C R C S S C R C R C C
ILX Group - Leaders in eLearning, Blended and Classroom ITIL Training Solutions
For an online demonstration of the ITIL eLearning course visit www.keylms.com/ itilprodemo For a free quotation please email:
[email protected]
Key to abbreviations A Process / Function Accountable R Process / Function Responsible S Process / Function Supporting C Process / Function Consulted I Process / Function Informed
www.ilxgroup.com - Company Information www.itiltraining.com - ITIL Training Options www.prince2.com - Everything PRINCE2
[email protected] - General Enquiries Tel - +44 (0) 1270 611600
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