ITIL V3 - 2011

Service Lifecycle Model

Demand Management Event
- Identify sources of demand forecasting - Activity based demand management - Develop differentiated offering - Management of operational demand - Patterns of Business Activity(PBA) - User Profiles (UP) - Service Packages - Service Level Packages

SERVICE STRATEGY
Strategy Management for IT Services Strategic assessment
- Analyse internal factors - Analyse external factors - Define market space - Identify strategic industry factors - Establish objectices

Service Portfolio Management Strategy execution (through the lifecycle)

- Define ... - Analyze... - Approve... - Charter... Service portfolio

Service Portfolio
Pipeline Service Catalogue Retired Services

Strategy generation
4 P: Perspective, Position , Plan, Pattern: - Determine perspective (Vision) - Form a position (Policies) - Craft a plan (Plans) - Adopt patterns of action (Actions / CSFs) Documented Service Strategy: - Service portfolio - Financial management - Service design requirements - Service transition requirements - Service operation requirements

Business SC Technical SC

CONTINUAL SERVICE IMPROVEMENT

Continual service improvement approach
What is the vision? Business vision, mission, goals and objectives

Event Management
- Design & Event Modelling - System Configuration - Service Monitoring - Response & selection - Review & Close Events

- Service management - Align assets with customer outcomes - Optimize critical success factors - Prioritize investments

Financial Management for IT Services

Budgeting Accounting Charging - Service valuation - Analyze investments - Compliance - Budgets - Financial plans - Cost models - Chart of accounts - Charging policies

Service Catalogue Management

- Produce - Maintain - Ensure availability ...Service catalogue

Where are we now? How do we keep the momentum going?

Baseline assessments

Governance Expansion and growth

User
F

Strategy measurement and evaluation

Continual Service Improvement

Where do we want to be?

Measurable targets

Supplier

Customer
How do we get there?

Service and process improvements Measurements and metrics

IT Operation Management

Self Service
F

Risk Management

Business Relationship Management

- Coordinate appropriate response to customer requirements - Coordinate marketing, selling and delivery activities - Business relationship activities through the lifecycle

SERVICE OPERATION

Service Desk

- Stakeholder definitions - Business outcomes - Customer portfolio - Customer satisfaction - Customer perception - Schedule of customer activities

Strategies, Policies, Objectives, Requirements

Supplier Management
- Evaluate/ Establish/ Manage Suppliers & Contracts - Renew or Terminate Contracts - Maintain SCD SCD - Underpinning Contracts (UC) - Supplier reports - Supplier information

Service Level Management

- Draft/Negotiate/Agree - Implement - Manage ongoing service - Report, Reviews & Improve ... Service Levels - Service Level Agreements (SLA) - Operational Level Agreement (OLA) - Service level reports & reviews - Customer satisfaction - Service improvement plan (SIP)

Did we get there?

7-step Improvement Process

SERVICE DESIGN

Incident Management
- Identification & Logging - Categorise - Prioritise - Initial diagnosis - (Incident escalation) - Investigation & Diagnosis - Resolution & Recovery - Closure ... of Incidents

Wisdom

SKMS
Presentation Layer Knowledge Processing Layer Information Integration Layer Data and Information Sources And Tools

SKMS

Request Fulfilment
- Inform users about: - Availability of service - Procedures to obtain service - Channel user request - Assist with information, complaints, requests Service request records

1. Identify the strategy for improvement: - Vision - Strategy - Tactical goals - Operational goal

Data 2. Define what you will measure

Incident records

Capacity Management
Business CaM Service CaM Component CaM

Information Security Management

- Plan - Implement - Evaluate - Maintain - Control ... Information Security SMIS - Information Security Policy - Security reports & information - Security controls - Security risks & responces

Availability Management
- Risk assessment and management - Plan & design - Implement - Manage performance - Monitor, measure, analyse, report & review ... Avalability AMIS - Availability Plan - Design criteria - Reports - Projected service outage - Testing schedule

IT Service Continuity Management

- Analiysis of Requirements - Strategy - Plan - Implement (incl.testing) - Awareness - Maintain - Invocation SCMIS - Business impact analysis - Risk analysis - Risk reduction measures - Service continuity plans

7. Implement improvement

3. Gather the data - Who? How? When? - Criteria to evaluate integritiy of data - Operational goals - Service measurement

SKMS

Problem Management
- Detect & Logging - Categorise - Prioritise - Investigation & Diagnosis - Resolution - Closure - Review ...of Problems Problem records

SKMS
Transition Planning and Support
Knowm error Knowm error records records Solutions & Workarounds - Determining transition strategy - Defining service transition lifecycle stages - Preparing service transition - Planning and coordinating service transition - Provide transition process support - Transition strategy and budget - Integrated set of service transition plans

- Plan & Design - Implement - Manage Performance - Report & Review ... Capacity CMIS - Capacity Plan - Forecasts - Capacity & Performance Reports - Capacity Data

6. Present and use the information - Assessment summary - Action plans - Etc. 5. Analyse the information and data - Trends? - Targets? - Improvements required? 4. Process the data - Frequency? - Format? - Tools and systems? - Accuracy?

Access Management
- Verify Request for Access - Restrict/Provide Access - Monitor/Identify status - Access Monitoring & Control - Remove/Restrict Access Rights - Maintain Roles & Groups - Access policies - Roles and groups

Knowledge

Information

Service Design Coordination Change Management

- Record RFC - Review RFC - Assess & Evaluate Change - Authorize change build and test - Coordinate change build and test - Authorize change deployment - Coordinate change deployment - Review & close change record Change records

CSI Register

Service Design Package (SDP)

For the overall service For the overall service design lifecycle stage design lifecycle stage - Define and maintain policies and methods - Plan design resources and capabilities - Coordinate design activities - Manage design risks and issues - Improve service design

For each design For each design Plan individual design Plan individual design - Coordinate individual design - Monitor individual design - Review designs and ensure handover of service design package

Technical Management

Application Management
F

IT Operation Management
Operations Control Facilities Management

Service Validation and Testing

- Validation and test management
- Plan and design tests - Verify test plans and test design - Prepare test environment - Perform tests - Evaluate exit criteria and report -Test clean up and closure - Service Design Package - Test strategy - Test standards - Test models

- Request for Change (RFC) - Change proposal - Change Schedule (CS)

Release and Deployment Management

Development Environment - Planning - Preparation Controlled Test Environment - Build and Test - Service Testing and Pilots - Plan and prepare for deployment - Transfer, Deployment and Retirement - Verify Live Environment - Early Life Support - Release Review V model

Standard Change

Normal Change

Emergency Change

Service Asset and Configuration Management

- Management & Planning - Configuration identification - Configuration control - Status accounting & Reporting - Verification & Audit ------------------------------------------Maintainance of Asset inventory CMS DML CMDB CMDB

Knowledge Management
- Determining knowledge management strategy - Knowledge transfer - Managing data, information and knowledge - Using the SKMS

Change Evaluation
- Plan the evaluation - Evaluate predicted performance - Evaluate actual performance - Interim evaluation reports - Evaluation report

- Release plans - Release policy - Release package - Remmediation plan - Release and deployment models - Acceptance criteria

DIKW

Data -Information -Knowledge - Wisdom

AMIS BIA CaM CMDB CMIS CMS CS CSF DML DIKW F OLA PBA RACI RFC SC SCD SCMIS SDP SIP SKMS SLA SLR SMIS UC UP

Availability Management Information System Business Impact Analysis Capacity Management Configuration Management Database Capacity Management Information System Configuration Management System Change Schedule Critical Success Factor Definitive Media Library Data,Information,Knowledge,Wisdom Function Operational Level Agreement Patterns of Business Activity Responsible, Accountable, Consulted, Informed Request For Change Service Catalogue Supplier and Contract Database Service Continuity Management Information System Service Design Package Service Improvement Plan Service Knowledge Management System Service Level Agreement Service Level Requirements Security Management Information System Underpinning Contract User Profile

SERVICE TRANSITION
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Copyright: ITS Partner, Croatia Poster authors: Ivana Nissen & Maja Jagut Poster version 3.0, May 2012 www.itsm.hr