ItQMS ITIL v3 Service Lifecycle and Process Map v1.0

ITIL® Service Lifecycle & Process Map

Service Strategy Long Term Business Objectives

Service Portfolio Mgmt.

Service Catalogue Mgmt.

IT Service Portfolio

Legal & Regulatory Requirements

IT Financial Plan Service Strategy & IT Plans

Service Strategy

Business Strategy

IT Financial Mgmt. IT Budget Organizational Accounting Policies

Business Requirements

Continual Service Improvement

Pattern of Business Activity

Service Improvement Policy

Business Objectives

Continual Service Improvement

Measurement Data

Service Level Mgmt.

Technical Service Catalogue

Capacity Mgmt.

Capacity Plan

Information Security Mgmt.

Information Security Policies and Controls

SLA & OLA

Supplier Mgmt.

SCD

CMIS Service Package Core Services

Individual Process SIP

Service Design Business Service Catalogue

UC

SKMS SMIS

Supporting Services

Demand Mgmt.

Risk Assessment

Service Level Packages

Strategy

Service Improvement Plan

IT Service Continuity Mgmt.

Design

Continual Improvement

Service Reporting

Availability Mgmt.

IT Service Continuity Strategy & Plan

Service Improvement Plan (SIP)

AMIS

Business Impact Analysis (BIA)

QMS

®

Availability Plan

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SKMS

Operation

Service Operations

Transition

Service Transition Change Mgmt.

SKMS Event

Event Mgmt.

Alert & Event Log Problem

Incident

Incident Mgmt.

Incident Database Problem Mgmt.

Service Request

Access Request

Request fulfillment Mgmt.

Service Request Database

Access Mgmt.

Access Request Database

Information Security Policy

Change Database

Known Error Database

Problem Database

Service Transition Strategy

Test Strategy

Evaluation Report

Service Improvement Plan (SIP)

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Release & Deployment Plan

SKMS Service Transition Planning

Validation & Testing Mgmt.

Evaluation Mgmt.

Release & Deployment Mgmt.

CMS

Configuration Mgmt.

CMDB

DML

Definitive Spare Store

Knowledge Mgmt.

Configuration Mgmt. Plan KM Strategy, Procedures & Controls Service Improvement Plan (SIP)

Abbreviations AMIS – Availability Management Information System CMDB – Configuration Management Database CMIS – Capacity Management Information System CMS – Configuration Management System DML – Definitive Media Library SCD – Supplier Management Database SKMS – Service Knowledge Management System SLA – Service Level Agreement SMIS – Security Management Information System OLA – Operational Level Agreement UC – Underpinning Contract

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