ITIL® v3 – the Big Picture

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ITIL® v3 – The big picture Service Strategy

Market spaces (Internal and/or external)

Determine Perspective Form a Position Craft a Plan Adopt Patterns of action

Key principles Service Lifecycle Value: Utility & warranty Service Assets: Resources & capabilities Systems, processes, roles, units and functions Service provider types Value networks

Customer segments

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Service Design Collect requirements Analyze Design Evaluate Procure and/or develop

Key principles Customers

Business Units

Five design aspects Service Portfolio design Definition of requirements and design of Service solutions Technology and architectural design Process design Measurement design Service Oriented Architecture Business Service Management Service Design Models People, Processes, Products/Technology and Partners (the 4 Ps)

Suppliers

Plan and prepare Build and test Testing and pilots Transfer, deploy, retire Review and close

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Key principles

Projects

Define the market Develop the offerings Develop strategic assets Prepare for execution

Service Portfolio Management Define Analyze Approve Charter

Policies for Service Transition Managing communications and commitment Managing organization and stakeholder change Stakeholder management Big bang vs. phased Push vs. pull Automation vs. manual Service V model Data-InformationKnowledge-Wisdom

Service Operation Monitor & control Manage activities Generate metrics Provide reports

Key principles IT Services vs. technology components Stability vs. responsiveness Quality vs. cost Reactive vs. proactive Staff Operational health Communication Documentation

Service Catalogue Management Agree Service definition Agree contents Produce and maintain Service Catalogue Interface with stakeholders

Service Level Management Determine requirements and make SLAs Monitor & report Improve customer satisfaction Conduct service review Revise SLAs and underpinning agreements Develop relationships Maintain templates

Analyze and codify Patterns of Business Activity (PBA) Match User Profiles (UP) Develop Service Packages Define Service Level Packages

Availability Management (Reactive and proactive) Monitor, measure, analyze, report & review Investigate and instigate Assess and manage risk Implement countermeasures Plan and design Review and test

Capacity Management (Business, service & component) Review current capacity Improve capacity Assess, agree & document requirements Plan new capacity

Supplier Management Evaluate Establish Categorize suppliers and maintain SCD Manage performance Renew and/or terminate

Business Relationship Management

Information Security Management Produce and maintain information security policy Implement security policy Assess and classify information assets Implement and improve security controls Monitor and manage security breaches Reduce security breaches Perform reviews, audits and penetration tests

IT Service Continuity Management Initiate project Determine requirements and produce strategy Develop plans and implement strategy On going operation (Invoke the continuity plan)

Manage relationships Ensure that IT Services support Business needs Facilitate innovation Track interactions

Service Desk

Continual Service Improvement Plan Do Check Act

Key principles Organizational change Clear ownership, roles, and responsibilities Service measurement Assessments and benchmarking Governance

Transition Planning and Support

Release and Deployment Management Plan deployment of release package Prepare for build, test and deployment Build and test Test service and conduct pilot Plan and prepare for deployment Perform transfer, deployment & retirement Verify deployment Sup