itil-v3-process-model.pdf

itil-v3-process-model.pdf

ITIL V3 PROCESS MODEL ® SERVICE STRATEGY Definition of Business Service Requirements Long Term Business Objectives SE

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ITIL V3 PROCESS MODEL ®

SERVICE STRATEGY Definition of Business Service Requirements

Long Term Business Objectives

SERV

ICE LEVEL AGRE EMEN TS (SLA)

THE BUSINESS

Business Requirements (Utility)

Determination of Market Space, IT Policies and Strategies

Service Pipeline

Specification of Service Portfolio

Service Catalogue

Demand Management

Retired Services

Financial Management

SERVICE OPERATION

EXTERNAL SUPPLIERS CT

CONTRA Service Metrics Recommendations

FUNCTIONS

OPERA TIONA L LEVEL AGRE EMEN TS (OLA)

Service Desk

CONTINUAL SERVICE IMPROVEMENT

Underpinning Contracts (UC)

SERVICE DESIGN

Operations Management - Operations Control

Service Level Management - Service Catalogue Management

- Facilities Management Technical Management

- Supplier Management

Applications Management Lifecycle

PROCESSES

Development

Availability Management

Process & Technical Metrics

Process Metrics

Event Management Incident Management

ACT

PLAN

CHECK

DO

Seven-Step Improvement Process

ITSCM Capacity Management Information Security Management

Deming Cycle & CSI Model

Request Fulfilment Problem Management Access Management

Process Metrics Alerts, Warnings (Integrated Tool)

SERVICE TRANSITION

SKMS

Change Management CMIS

Service Asset and Configuration Management

AMIS SCD

CHANGE ADVISORY BOARD

Knowledge Management Service Transition Package (Release)

Release and Deployment Management

Service Design Package (Warranty)

Requests for Change Appraisal Approval

CMS

Schedule CMDB’s KEDB

DML

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The swirl logo™ is a Trade Mark of the Office of Government Commerce. © ILX Group plc. Designed by Mark Haddad, Matt Bovill and Glyn Davies.

Abbreviations: SKMS – Service Knowledge Management System CMS – Configuration Management System CMDB – Configuration Management Database AMIS – Availability Management Information System

CMIS – Capacity Management Information System KEDB – Known Error Database SCD – Supplier Contract Database ITSCM – IT Service Continuity Management

For further details please contact us at:

W: www.ilxgroup.com T: +44 (0)1270 611600 F: +44 (0)1270 628513 E: [email protected] ILX Group plc. Registered in England & Wales No. 03525870. Registered Office: One London Wall, London, EC2Y 5AB ISBN 978-0-9544884-2-0 Published Nov 2007.

SERVICE STRATEGY MANAGER

Demand Management

Financial Management

SERVICE DESIGN MANAGER

Service Level Management

Service Catalogue Management

Supplier Management

Availability Management

IT Service Continuity Management

Capacity Management

Information Security Management

Transition Planning and Support

Change Management

Release and Deployment Mgt

Service Validation and Testing

Evaluation

Knowledge Management

SERVICE OPERATION MANAGER

Service Desk

Operations Management

Technical Management

Applications Management

Event Management

Incident Management

Request Fulfilment

Problem Management

Access Management