Mountainview ITSM: ITIL Process Quick Reference

Welcome to Mountainview

Mountainview

 Mountainview is a world-wide training organization; Accredited by
APMG EI EXIN for all ITIL certification levels, ISO 20000 & 27002
 In the ITSM business since 1992
 To learn more about our services click the link:
–
–
–
–
–
–
–
–

Corporate Training Program: save 70% on your training budget
Mentored Training Program: low price, high pass-rate, Expert-led
Web-based Foundation Training: $219 includes exam
More Training: web-based, mentored, virtual, on-site & off-site classroom
Courseware: license our material to teach anywhere in the world
More free downloads: from our website
Testimonials: read what our customers as saying, or talk with them directly
Consultancy: experienced, guaranteed

www.mountainview-itsm.com

 Contact us at:
– itsm@mountainview-itsm.com
– www.mountainview-itsm.com
– Toll free 866 596-5170

ITIL ® is a Registered Trade Mark of the Office
o f Government Commerce & Cabinet Office

1

Mountainview © Copyright
Version 3.11.4

Corporate Training Program
 Deliver custom training with your staff as accredited trainers using
our Accredited Courseware
 Benefits

Mountainview

–

Reduced cost
•
•

–

Managed Organizational Change Program (cultural impact)
•
•
•

–

Not just training, this is a Management of Change Program
Increase Team building
Customized courseware for your needs


Higher Satisfaction
•
•

–

You are not paying for external trainers, facilities, travel expenses, etc
Reduce your training cost by 70% or train 10 times more staff

Retain knowledge that typically walks out with the external trainer
Internal trainers have much more corporate knowledge than external trainers

Increased Control
•
•

Go beyond the syllabus and include corporate scenarios, tools, etc
Integrate other initiatives, such as Six Sigma, Project Management, etc.

 Our prices cannot be beat!
 Contact us for more info: itsm@mountainview-itsm.com


2

Version 3.11.4

Mentored Training Program

Mountainview

 An innovative training program with an assigned Expert certified
Trainer to help you pass the very challenging exam
 Ideal for full-time employees with limited time and budget
 Benefits
–
–
–
–
–
–
–

Designated Expert Certified Trainer as your mentor
Student uses the same courseware that our Trainers use in the classroom
Download courseware to your PC – you are NOT tied to the internet
Access on a plane, train or automobile
No expiry date! No travel expenses! Self-paced! No rush to write the exam!
Student Manual in a printable and searchable PDF document
Graduates can license our courseware to teach – prices can’t be beat


 Price
–
–
–

Foundation: $395 (includes exam)
Intermediate Lifecycle: $795; Capability: $895 (includes exam)
Expert Package (any 6 courses) = $2995 (exams extra)
• For example SO, ST, SD, SS, CSI and MALC

 Click here for more prices on our website


3

Version 3.11.4

Courseware
 License our Accredited Courseware to teach around the world

Mountainview



Mountainview’s courseware is designed to deliver both knowledge and
serve as a reference guide

 Our prices cannot be beat!
 The Training Kit includes:
–
–

Pre-study Package
Student Manual
•
•
•

Slides, sample exams, references, outlines, etc.
Co-branding within the APMG guidelines
Print locally with your own printer

–

Trainer's material
•
•
•

–

Animated PowerPoint slides, not just static text
Instructor notes, several sample questions, supplementary material
Several Intermediate scenarios for exam preparation

Trainer and Student Feedback Forms
•
•

Quality Management System to continually improve our services
Statistical analysis of class performance


4

Version 3.11.4

ITIL V3 Edition 2011 Process Quick Reference

Mountainview

 The Quick Reference is only one of dozens of methods we use and
serves as an example of Mountainview’s training Courseware
 For an ad-free version in PowerPoint and PDF with our Mentored
Program or distribute it to your students using our Courseware
– Customizable for Corporate Training

 Click the process to navigate



5

Version 3.11.4

ITIL® V3:2011 Process Quick Reference

Information Technology Infrastructure Library
ITIL® V3 Edition 2011
Process Quick Reference


6

Version 3.11.4


Trademarks and Acknowledgements
 ITIL ® is a Registered Trade Mark, and a Registered Community
Trade Mark of the Office of Government Commerce, and is
Registered in the U.S. Patent and Trademark Office
 The Swirl logo™ is a Trade Mark of the Office of Government
Commerce
 The OGC logo® is a Registered Trade Mark of the Office of
Government Commerce in the United Kingdom
 Complying with all applicable copyright laws is the responsibility
of the user
 No part of this document may be reproduced, stored in or
introduced into a retrieval system, or transmitted in any form or
by any means (electronic, mechanical, photocopying, recording,
or otherwise), or for any purpose, without the express written
permission of Mountainview



7

Version 3.11.4


ITIL V3 Service Lifecycle
 The Information Technology Infrastructure Library (ITIL) consists
of five core publications, they are:
–
–
–
–
–

Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

 ITIL guidance can be adapted to support various business
environments and organizational strategies



8

Version 3.11.4

Contact us for an
ad-free version

Publications and Processes

Service Strategy

Service Design
Design Coordination
Service Catalog

Strategy Management
Portfolio

Service Level

Demand

Availability

Financial

IT Service Continuity

Business Relationship

Capacity
Supplier
Information Security

ice

Co
nti
n

S erv

ua
l

Service
Design

Closed Loop
System

CSI Approach
PDCA

Service
Strategy

7 Step Improvement Method

ice n
v
er atio
S r
e
Op


Measure & Report
SWOT Analysis

S
Tr e r v
a
ns ice
i
tio
n


ITIL® V3 Edition 2011 Service Lifecycle

Service Transition
Change
Asset & Configuration

Service Operation
Event
Incident

Release & Deployment

Improvement

Transition Planning, Support
Service Validation & Testing

Request Fulfillment

Change Evaluation

Problem

Knowledge

Access


9

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: Service Strategy (SS)

Demand
Financial
Service Design
Design Coordination
Service Catalog
Service Level
Availability
Capacity
Supplier
Service Transition

Purpose

ITIL Service Strategy publication provides guidance on value creation. Understanding
organizational objectives and customer needs. Every organizational asset including people,
processes and products should support the strategy.
ITIL Service Strategy includes these key processes:
•Service Management
•Service Portfolio Management
•Business relationship management
•Demand management
•Financial management

Change
Validation & Testing
Change Evaluation
Knowledge

Service Strategy looks at service management not only as an organizational capability but as a
strategic asset. It describes the principles underpinning the practice of service management
which are useful for developing service management policies, guidelines and processes across
the ITIL service lifecycle


Service Operation
Event
Incident
Request Fulfillment
Problem
Access
CSI Approach
PDCA
Measure & Report
SWOT Analysis


10

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: SS: Strategy Management for IT Services

Contact us for an
ad-free version

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

Define and maintain an organization’s perspective, position, plans and patterns with regard to
its services and the management of those services. The purpose of a service strategy is to
articulate how a service provider will enable an organization to achieve its business outcomes.
Strategic assessment
•Analyze the internal environment
•Analyze the external environment
•Define market spaces
•Identify strategic industry factors
•Establish objectives
Strategy generation, evaluation and selection
•Determine the perspective
•Form a position
•Develop a plan
•Adopt patterns of action

Strategy execution
•Determine the perspective
•Form a position
•Develop a plan
•Adopt patterns of action
Measurement and evaluation
•Continual service improvement
•Expansion and growth


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

Strategic plans, Tactical plans, Strategy review schedules and documentation, Mission and
vision statements, Policies, Strategic requirements for new services, and input into which
existing services need to be changed

Roles

Strategy management for IT services process owner, Strategy management for IT services
process manager, Business strategy manager, IT steering group, IT director or service
management director

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Existing plans, Research on aspects of the environment, Vendor strategies and product
roadmaps, Customer interviews and strategic plans, Service portfolio, Service reporting, Audit
reports that indicate compliance with (or deviation from) the organization’s strategy.


11

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SS: Service Portfolio Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier

To ensure that the service provider has the right mix of services to balance the investment in IT
with the ability to meet business outcomes. Track the investment in services throughout their
lifecycle. Ensure that services are clearly defined and align with business outcomes.
•Define: Inventory services, ensure business cases and validate portfolio data
•Analyze: Maximize portfolio value, align, prioritize & balance supply and demand
•Approve: Finalize proposed portfolio, authorize services and resources
•Charter: Communicate decisions, allocate resources and charter services

Service Transition
Change
Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

Strategy plans, Service improvement opportunities, Financial reports, Requests, suggestions or
complaints from the business, Project updates for services in the charter stage of the process

Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Up-to-date service portfolio, Service charters that authorize the work for designing and building
new services or changes to existing services, Reports on the status of new or changed
services, Reports on the investment made in services in the service portfolio, and ROI
Service portfolio management process owner
Service portfolio management process manager


12

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SS: Demand Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change

Understand, anticipate and influence customer demand for services and to work with capacity
management to ensure the service provider has capacity to meet this demand. Ensure that
services are designed, tested and delivered to support the achievement of business outcomes.
•Identify sources of demand forecasting
•Identify patterns of business activity (PBA)
•Determine User profiles (UP)
•Establish Activity-based demand management
•Develop differentiated offerings
•Manage or influence operational demand
•Kano Modeling

Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Initiative to create a new service, or to change an existing service, Service models, Customer
portfolio, Service portfolio and Customer agreement portfolio, Charging models, Chargeable
items, Service improvement opportunities and plans
User profiles, Patterns of business activity will be formally documented and included in the
service and customer portfolios, Policies for management of demand when resources are overutilized, Policies for high & low utilization, Documentation of options for differentiated offerings
Demand management process owner
Demand management process manager
Sourcing roles


13

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SS: Financial Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity

To secure the appropriate funding to design, develop and deliver services that meet the
strategy of the organization. Identify services that the provider is not able to provide. Identify the
balance between the cost and quality of service. Maintain a balance of supply and demand.
•Accounting
•Budgeting
•Charging

Supplier
Service Transition
Change
Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA

Policies, standards and practices defined by legislation, regulators and enterprise financial
managers, Generally Accepted Accounting Practices (GAAP) and local variations, Supplier
data, CMS, service portfolio, customer agreement portfolio, application and project portfolio
Service valuation, Service investment analysis, Compliance, Cost optimization, Business
impact analysis (BIA), Planning confidence

Measure & Report
SWOT Analysis

Roles

Financial management for IT services process owner
Financial management for IT services process manager
Budget holders


14

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: SS: Business Relationship Management

Contact us for an
ad-free version

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier

To establish and maintain a business relationship between the service provider and the
customer based on understanding the customer and its business needs. To identify customer
needs and ensure that the service provider is able to meet these business needs.
•Understand the nature of the business relationship with the Customer
•Establish the Business Relationship Management process
•Establish the initiation by customers
•Establish the Initiation by the service provider
•Establish the business relationship management process through the lifecycle

Service Transition
Change
Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Customer requirements, Customer requests, complaints, escalations or compliments, The
service strategy, the customer’s strategy, service portfolio, project portfolio, Service level
agreements, Requests for change, Patterns of business activity and user profiles
Stakeholder definitions, Defined business outcomes, Agreement to fund (internal) or pay for
(external) services, customer portfolio, Service requirements for strategy, design and transition
Customer satisfaction surveys, Schedule of training and awareness events
Business relationship manager, Business relationship management process owner
Business relationship management process manager
Customers/users


15

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: Service Design (SD)

Demand
Financial
Service Design
Design Coordination
Service Catalog
Service Level
Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

Purpose

ITIL Service Strategy publication provides guidance on how Services must be designed with the
business objectives in mind in order to provide value. Design encompasses the whole IT
organization.
ITIL Service Design includes these key processes:
•Design coordination
•Service catalogue management
•Service level management
•Availability management
•Capacity management
•IT service continuity management
•Information security management
•Supplier management.


Service Design turns a Service Strategy into a plan for delivering services that meet the
business objectives.

Service Operation
Event
Incident
Request Fulfillment
Problem
Access
CSI Approach
PDCA
Measure & Report
SWOT Analysis


16

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SD: Design Coordination

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

Ensure the goals and objectives of the service design stage are met by providing and
maintaining a single point of coordination and control for all activities and processes within this
stage of the service lifecycle.
Overall lifecycle stage activities include:
•Define and maintain policies and methods
•Plan design resources and capabilities
•Coordinate design activities
•Manage design risks and issues
•Improve service design.
Individual design activities include:
•Plan individual designs
•Coordinate individual designs
•Monitor individual designs
•Review designs and ensure handover of SDPs.


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Service charters, Change requests, Business & IT strategy, plans and financial plans, Business
impact analysis, service portfolio, constraints and resource limitations, Governance, Corporate,
legal and regulatory policies and requirements, project schedule, CMS, EA, Metrics
Service designs and SDPs, revised enterprise architecture, revised management systems
Revised measurement and metrics methods, Revised processes, Service portfolio updates
Updates to change records.
Design coordination process owner
Design coordination process manager


17

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: SD: Service Catalogue Management

Contact us for an
ad-free version

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change

To provide and maintain a single source of consistent information on all operational services
and those being prepared to be run operationally, and to ensure that it is widely available to
those who are authorized to access it.
•Agreeing and documenting a service definition and description for each service
•Interfacing with service portfolio management to agree the contents of the service portfolio and
service catalogue
•Producing and maintaining an accurate service catalogue and its contents
•Interfacing with the business and ITSCM on the dependencies of business units
•Interfacing with support teams, suppliers and service asset and configuration management
•Interfacing with business relationship management and SLM to ensure that the information is
aligned to the business and business process

Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Business information from the organization’s business and IT strategy, plans and financial
plans, Business Impact Analysis, changes to service requirements, Business requirements,
Service Portfolio, CMS, Feedback from all other processes
The documentation and agreement of a ‘definition of the service’, Updates to the Service
Portfolio: should contain the current status of all services and requirements for services, The
Service Catalogue
Service catalogue management process owner
Service catalogue management process manager


18

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SD: Service Level Management

Demand
Financial

Goal

Service Design

To ensure that an agreed level of IT service is provided for all current IT services, and that
future services are delivered to agreed achievable targets.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

•Determining, negotiating, documenting and agreeing requirements for new or changed
services in SLRs
•Monitoring and measuring service performance achievements of all operational services
against targets within SLAs
•Producing service reports
•Conducting service reviews, identifying improvement opportunities
•Collating, measuring and improving customer satisfaction
•Reviewing and revising SLAs, service scope, and OLAs
•Assisting supplier management to review and revise underpinning contracts or agreements
•Developing relationships with the business, customers and other stakeholders
•Providing management information to demonstrate service achievement
•Logging and managing complaints and compliments, in cooperation with business relationship
management.


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

Service reports, Service improvement opportunities for inclusion in the CSI register, SIP,
Service quality plan, SLAs, SLRs, OLAs, Reports on OLAs and underpinning contracts
Service review meeting minutes and actions, Revised requirements for underpinning contracts

Roles

Service Level Manager, Service level management process owner
Service level management process manager, Service owner role in service level management
Business relationship manager role in service level management

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Business strategy, plans and financial plans, and information on its current and future
requirements, BIA, Business requirements, policies and constraints from service strategy
The service portfolio and service catalogue, RFCs, CMS, Customer and user feedback


19

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SD: Availability Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

Ensure that the level of availability delivered in all IT services meets the agreed availability
needs and/or service level targets in a cost-effective and timely manner. Meet both the current
and future availability needs of the business.
Reactive Activities:
•Monitoring, measuring, analysing, reporting, reviewing service & component availability
•Investigating all service and component unavailability and instigating remedial action.
This includes looking at events, incidents and problems involving unavailability.
Proactive Activities:
•Identifying Vital Business Functions (VBFs), Designing for availability, Base product and
components, Systems management, Service Management processes, High-availability
design
•Full redundancy, Component Failure Impact Analysis, Single Point of Failure analysis,
Fault Tree Analysis, Modelling, Risk Analysis and Management, Availability testing
schedule, Planned and preventative maintenance, Production of the Projected Service
Outage (PSO) document, Continual review and improvement
Design Redundancy, Reliability, Maintainability, Security, Scalability, Serviceability


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Business impact information, Reports and registers, Service information, Service information,
Financial information, Change and release information, Service asset and configuration
management Service targets, Component information, Technology information, performance
The availability MIS (AMIS), Availability plan, Availability and recovery design criteria and
proposed service targets for new or changed services, Service availability, reliability and
maintainability reports of achievements against targets, PSO, SIP
Availability management process owner
Availability management process manager
Availability Manager


20

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: SD: IT Service Continuity Management

Contact us for an
ad-free version

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

To support the overall business continuity management (BCM) process by ensuring that, by
managing the risks that could seriously affect IT services, the IT service provider can always
provide minimum agreed business continuity-related service levels.
Stage 1: Initiation
Stage 2: Requirements and Strategy
•Requirements – Business Impact Analysis (BIA)
•Requirements - Risk Analysis – M_o_R
•IT Service Continuity Strategy
•Risk Response Measures , Off-site Storage, ITSCM Recovery Options
Stage 3: Implementation
•Organizational Planning
•Testing
•Walk-through, Full, Partial, Scenario
Stage 4: On-going Operation
•Education, awareness, training, review, testing, Change Management
Stage 5: Invocation


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Business strategy, plans and financial plans, and information on their current and future
requirements, IT information: from the IT strategy and plans and current budgets, A Business
Continuity Strategy and a set of Business Continuity Plans: SLAs and SLRs
Service continuity and recovery plans, ITSCM policy strategies , ITSCM plans , Emergency
Response Plan, Damage Assessment Plan , Salvage Plan , Vital Records Plan, Crisis
Management and Public Relations Plan, Accommodation and Services Plan , Security Plan
IT service continuity management process owner
IT service continuity management process manager
IT Service Continuity Manager


21

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SD: Capacity Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

To ensure that the capacity of IT services and the IT infrastructure meets the agreed capacityand performance-related requirements in a cost-effective and timely manner. Meet both the
current and future capacity and performance needs of the business.
The proactive activities of capacity management include:
•Pre-empting performance issues by taking the necessary actions before they occur
•Producing trends of the current component utilization
•Modelling and trending the predicted changes in IT services
•Ensuring that upgrades are budgeted, planned and implemented
•Actively seeking to improve service performance wherever it is cost-justifiable
•Producing and maintaining a capacity plan
•Tuning (optimizing) the performance of services and components.
The reactive activities of capacity management include:
•Monitoring, measuring, reporting and reviewing the current performance
•Responding to all capacity-related ‘threshold’ events and instigating corrective action
•Reacting to and assisting with specific performance issues


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Business information: from the organization’s business strategy, plans and financial plans, and
information on their current and future requirements, Service and IT information: from Service
Strategy, the IT strategy and plans and current budgets, covering all areas of technology
CMIS, Capacity Plan, Service performance information and reports, Workload analysis and
reports, Ad hoc capacity and performance reports, Forecasts and predictive reports,
Thresholds, alerts and events
Capacity management process owner
Capacity management process manager
Capacity Manager


22

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SD: Supplier Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition

Ensure that suppliers and the services they provide are managed to support IT service targets
and business expectations. To raise awareness of the business context of working with
partners and suppliers. Realise business benefit for the organization.
•Definition of new supplier and contract requirements:
•Evaluation of new suppliers and contracts:
•Supplier and contract categorization and maintenance of the SCMIS:
•Establishment of new suppliers and contracts:
•Supplier, contract and performance management:
•Contract renewal or termination

Change
Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA

Business information: from the organization’s business strategy, plans and financial plans, and
information on their current and future requirements, Supplier and contracts strategy, Supplier
plans and strategies, Supplier contracts, agreements and targets, budgets
SCMIS, Supplier and contract performance information and reports, Supplier and contract
review meeting minutes, Supplier SIPs, Supplier survey reports

Measure & Report
SWOT Analysis

Roles

Supplier management process owner
Supplier management process manager
Supplier Manager


23

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: SD: Information Security Management

Contact us for an
ad-free version

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

To align IT security with business security and ensure that the confidentiality, integrity and
availability of the organization’s assets, information, data and IT services always matches the
agreed needs of the business.
•Production, review and revision of an overall Information Security Policy and a set of
supporting specific policies
•Communication, implementation and enforcement of the security policies
•Assessment and classification of all information assets and documentation
•Implementation, review, revision and improvement of a set of security controls and risk
assessment and responses
•Monitoring and management of all security breaches and major security incidents
•Analysis, reporting and reduction of the volumes and impact of security breaches and incidents
•Schedule and completion of security reviews, audits and penetration tests.


Service Operation
Event

Inputs

Incident

Business information. Corporate governance and business security policies and guidelines,
security plans, Risk Analysis and responses, IT information, Service information, Risk Analysis
processes and reports, Details of all security events and breaches, Change information, CMS

Outputs

Security Management Policy, Security Management Information System (SMIS), Revised
security risk assessment reports, Security controls, Audits and audit reports, Security test
schedules and plans, Security breaches and major Incidents reports, Supplier security policies

Request Fulfillment
Problem
Access
CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Information security management process owner
Information security management process manager
Security Manager


24

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: Service Transition (ST)

Demand
Financial
Service Design
Design Coordination
Service Catalog

Purpose

ITIL Service Transition publication provides guidance for the development and improvement of
capabilities for introducing new and changed services into supported environments and
managing the complexity related to changes to services and service management processes,
preventing undesired consequences while allowing for innovation.

Service Level
Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge
Service Operation
Event

ITIL Service Transition includes these key process:
•Transition planning and support
•Change management
•Service asset and configuration management
•Release and deployment management
•Service validation and testing
•Change evaluation
•Knowledge management


Service Transition describes how to transition an organization from one state to another while
controlling risk and supporting organizational knowledge for decision support. It ensures that the
value(s) identified in the service strategy, and encoded in service design, are effectively
transitioned so that they can be realized in service operation.

Incident
Request Fulfillment
Problem
Access
CSI Approach
PDCA
Measure & Report
SWOT Analysis


25

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: ST: Change Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

To control the lifecycle of all changes, enabling beneficial changes to be made with minimum
disruption to IT services. To respond to the customer’s changing business requirements while
maximizing value and reducing incidents, disruption and re-work.
•Planning and controlling changes
•Change and release scheduling (working with release and deployment management when
appropriate)
•Communications
•Change decision-making and change authorization
•Ensuring that remediation plans are in place
•Measurement and control
•Management reporting
•Understanding the impact of change
•Continual improvement.


Service Operation
Event

Inputs

Incident

Policy and strategies for change and release; Request for Change; Change proposal, Plans –
change, transition, release, deployment, test, evaluation and remediation, Current change
schedule and PSO, CMDB, release package, baseline, Test results, test report

Outputs

Rejected RFCs, Approved RFCs, Change to the services, service or infrastructure resulting
from approved RFCs, CI, Change schedule, Revised PSO, Authorized change plans, Change
decisions and actions, Change documents and records, Change Management reports.

Request Fulfillment
Problem
Access
CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Change management roles, Change management process owner, Change management
process manager, Change initiator, Change practitioner, Change authority, CAB member, CAB
chair


26

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: ST: Service Asset & Configuration Mgmt

Contact us for an
ad-free version

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier

To ensure that the assets required to deliver services are properly controlled, and that accurate
and reliable information about those assets is available when and where it is needed. I.e.
details of how the assets have been configured and the relationships between assets.
•Management and Planning
•Configuration Identification
•Configuration Control
•Status Accounting and Reporting
•Verification and Auditing

Service Transition
Change
Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Designs, plans and configurations from service design packages, Requests for change and
work orders from change management, Actual configuration information collected by tools and
audits, Information in the organization’s fixed asset register.
New and updated configuration records, Updated asset information for use in updating the fixed
asset register, Information about attributes and relationships of configuration items, for use by
all other service management processes
SACM process owner, SACM process manager, Configuration analyst, Configuration librarian


27

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: ST: Release and Deployment Management

Contact us for an
ad-free version

Demand
Financial

Goal

Service Design

To plan, schedule and control the build, test and deployment of releases, and to deliver new
functionality required by the business while protecting the integrity of existing services.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

Release and deployment planning Plans for creating and deploying the release are created.
This phase starts with change management authorization to plan a release and ends with
change management authorization to create the release.
Release build and test The release package is built, tested and checked into the DML. This
phase starts with change management authorization to build the release and ends with change
management authorization for the baselined release package to be checked into the DML .
Deployment The release package in the DML is deployed to the live environment. This phase
starts with change management authorization to deploy the release package to one or more
target environments and ends with handover to the service operation functions and early life
support
Review and close Experience and feedback are captured, performance targets and
achievements are reviewed and lessons are learned.


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Authorized RFC, Service package, SLP, SDP, including service model and SAC, IT service
continuity plan and related business continuity plan, Service Management and operations plans
and standards, Technology and procurement standards and catalogues
Release and deployment plan, Completed RFCs for the release and deployment activities
Service notification, Updated service catalogue with the relevant information about the new or
changed service, New or changed Service Management documentation
Release and deployment management process owner, Release and deployment management
process manager, Release packaging and build practitioner, Deployment practitioner, Early life
support practitioner, Build and test environment manager


28

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: ST: Service Transition Planning & Support

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change

To provide overall planning for service transitions and to coordinate the resources that they
require. Plan and coordinate the resources to ensure that the requirements of service strategy
encoded in service design are effectively realized in service operation.
•Acquire and test new configuration items (CIs) and components
•Build and test
•Service release test
•Service operational readiness test
•Deployment
•Early life support
•Review and close service transition.

Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

Change proposal, Authorized change,
Service design package: Release package definition and design specification, Test plans,
Deployment plans, Service acceptance criteria (SAC).
Transition strategy and budget, Integrated set of service transition plans.

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Service transition manager, Transition planning and support process owner, Transition planning
and support process manager, Transition planning and support practitioner


29

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: ST: Service Validation and Testing

Demand
Financial

Goal

Service Design

To provide objective evidence that the new/changed service supports the business
requirements, including the agreed SLAs.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change

•Validation and test management
•Plan and design test
•Verify test plan and test design
•Prepare test environment
•Perform tests
•Evaluate exit criteria and report
•Test clean up and closure

Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

The Service Package, SLP, Service Provider Interface Definition, Service Design Package,
Release and Deployment Plans , Acceptance Criteria , RFC

Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Configuration baseline of the testing environment, Testing carried out (including options chosen
and constraints encountered), Results from those tests, Analysis of the results, e.g. comparison
of actual results with expected results, risks identified during testing activities.
Service validation and testing process owner, Service validation and testing process manager,
Service validation and testing practitioner, Contribution of other roles to service validation and
testing


30

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: ST: Change Evaluation

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

To provide a consistent and standardized means of determining the performance of a service
change in the context of likely impacts on business outcomes, and on existing and proposed
services and IT infrastructure. Assess against its predicted performance. Identify risks.
•Establish Change evaluation terms
•Establish Change evaluation process
•Create Evaluation plan
•Understanding the intended effect of a change
•Understanding the unintended effect of a change
•Determine Factors for considering the effect of a service change
•Evaluation of predicted performance
•Evaluation of actual performance
•Risk management
•Evaluation report


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

SDP, including service charter and SAC, Change proposal, RFC, change record and detailed
change documentation, Discussions with stakeholders, Test results and report

Access

Outputs

Interim evaluation report(s) for change management, Evaluation report for change management

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Change evaluation process owner
Change evaluation process manager
Change evaluation process practitioner


31

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: ST: Knowledge Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

To share perspectives, ideas, experience and information; to ensure that these are available in
the right place at the right time to enable informed decisions; and to improve efficiency by
reducing the need to rediscover knowledge.
•Knowledge Management strategy
•The governance model
•Organizational changes underway
•Establishing roles and responsibilities and ongoing funding
•Policies, processes, procedures and methods
•Technology and other resource requirements
•Performance measures.
•Knowledge transfer
•Data, information and knowledge management
•Using the service knowledge management system


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

All knowledge, information and data used by the service provider, as well as relevant business
data.

Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

knowledge required to make decisions and to manage the IT services, maintained within an
SKMS.Service Knowledge Management Base, Service Operation and Operations Staff,
Problem Management Staff and Transition Staff
Knowledge management process owner
Knowledge management process manager
Knowledge management process practitioner, Knowledge creator


32

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: Service Operation (SO)

Demand
Financial
Service Design
Design Coordination
Service Catalog

Purpose

The ITIL Service Operation publication provides guidance managing services in supported
environments, achieving effectiveness and efficiency in the delivery and support of services to
ensure value for the customer, the users and the service provider and how to maintain stability
in service operation, allowing for changes in design, scale, scope and service levels

Service Level
Availability
Capacity
Supplier
Service Transition
Change

Service Operation includes these key processes:
•Event management
•Incident management
•Request fulfilment
•Problem management
•Access management

Change Evaluation
Knowledge
Service Operation
Event
Incident
Request Fulfillment

The 4 key Functions are defined in the Service Operation publication, they are:
•Service desk
•IT operations management
•Technical management
•Application management

Processes are cross-functional. Functions employ processes from across the Service
Lifecycle.

Problem
Access
CSI Approach
PDCA
Measure & Report
SWOT Analysis


33

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SO: Event Management

Demand
Financial

Goal

Service Design

To manage events throughout their lifecycle. To detect events, make sense of them and
determine the appropriate control action that is required by the event management process.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

•Instrument for Events that occur
•Event Notification
•Event Detection
•Event logging
•Determine First-level event correlation and filtering
•Determine Event Significance
•Determine Second-level event correlation
•Determine if Further action required
•Select a response
•Reviewing actions
•Event Closure


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Operational and service level requirements associated with events and their actions, Alarms,
alerts and thresholds for recognizing events, Event correlation tables, rules, event codes and
automated response solutions that will support event management activities
Communication and escalation to those responsible for further action, Event log updates,
Incident notification, Events that indicate the potential breach of an SLA or OLA objective,
Alerts that indicate completion status, Populated SKMS with event information and history
Process Owner, Process Manager, Event Manager


34

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SO: Incident Management

Demand
Financial

Goal

Service Design

To restore normal service operation as quickly as possible and minimize the adverse impact on
business operations.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

•Identification
•Logging
•Categorization
•Prioritization
•Initial Diagnosis
•Escalation (Major Incident Handling)
•Investigation and Diagnosis
•Resolution and Recovery
•Closure


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Incident record with details sourced from (for example) Service Desk, networks or computer
operations, Configuration details from the Configuration Management Database (CMDB),
Response from Incident matching against Problems and Known Errors, Resolution details
RFC for Incident resolution; Incident record (including resolution and/or Work-arounds),
Resolved and closed Incidents, Communication to Customers, Management information
(reports)
Process Owner, Process Manager, Incident Manager, Service Desk Manager, Service Desk
Agent, Nth-line support


35

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SO: Request Fulfillment

Demand
Financial

Goal

Service Design

Responsible for managing the lifecycle of all service requests from the users. Maintain user
and customer satisfaction through efficient and professional handling of all service requests

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

•Receive request
•Request logging and validation
•Request categorization
•Request prioritization
•Request authorization
•Request review
•Request model execution
•Request closure
•Rules for reopening requests


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

Work requests, Authorization forms, Service requests, RFCs, Requests from various sources
such as phone calls, web interfaces or email, Request for information.

Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Authorized/rejected service requests, Request fulfilment status reports, Fulfilled service
requests, Incidents (rerouted), RFCs/standard changes, Asset/CI updates, Updated request
records, Closed service requests, Cancelled service requests.
Process Owner, Process Manager, Service Desk


36

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SO: Problem Management

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

To minimize the adverse impact of incidents and problems on the business that are caused by
underlying errors within the IT Infrastructure, and to proactively prevent recurrence of incidents
related to these errors. Determine the root cause of incidents and initiate actions to improve.
•Problem Detection
•Reactive Problem Management
•Proactive Problem Management
•Detecting Errors in the development
•Problem Logging
•Categorization
•Prioritization
•Investigation and Diagnosis
•Workarounds
•Raising a Known Error Record
•Problem resolution
•Problem Closure
•Major Problem Review


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

Incident Records via recurring incidents, Request Fulfillment feedback and metrics.
All proactive Service Lifecycle processes such as Capacity, Availability Management

Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Resolved problems and actions taken to achieve their resolution, Updated problem
management records, RFCs to remove infrastructure errors, Workarounds for incidents, Known
error records, Problem management reports, improvement recommendations
Process Owner, Process Manager, Problem Manager
Problem Solving Groups: technical support groups, suppliers support contractors


37

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: SO: Access Management

Demand
Financial

Goal

Service Design

To provide the rights for users to be able to use a service or group of services. The execution of
policies and actions defined in information security management.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition

•Requesting Access
•Verification
•Provide Rights
•Check and Monitor Identity Status
•Log and Track access
•Remove or Restrict Rights

Change
Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Information security policies (from service design), Operational and service level requirements ,
performing access management administrative activities and responding to access
management related events, Authorized RFCs to access rights, Authorized requests
Provision of access to IT services in accordance with information security policies
Access management records and history of access granted to services
Access management records and history where access has been denied
Process Owner, Process Manager, Service Desk
Technical and Application Management and Operations Management


38

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: Continual Service Improvement (CSI)

Contact us for an
ad-free version

Demand
Financial
Service Design
Design Coordination
Service Catalog

Purpose

ITIL Continual Service Improvement provides guidance on creating and maintaining value for
customers through better strategy, design, transition and operation of services. It combines
principles, practices and methods from quality management, change management and
capability improvement.

Service Level
Availability
Capacity
Supplier

ITIL Continual Service Improvement describes best practice for achieving incremental and
large-scale improvements in service quality, operational efficiency and business continuity, and
for ensuring that the service portfolio continues to be aligned to business needs.

Service Transition
Change
Change Evaluation
Knowledge

Guidance is provided for linking improvement efforts and outcomes with service strategy,
design, transition and operation. A closed loop feedback system, based on the Plan-Do-CheckAct (PDCA) cycle, is established. Feedback from any stage of the service lifecycle can be used
to identify improvement opportunities for any other stage of the lifecycle.

Other topics in ITIL Continual Service Improvement include service measurement,
demonstrating value with metrics, developing baselines and maturity assessments.

Service Operation
Event
Incident
Request Fulfillment
Problem
Access
CSI Approach
PDCA
Measure & Report
SWOT Analysis


39

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: CSI: Continual Service Improvement Approach

Demand
Financial

Goal

Service Design

To align IT with the business. To assist with decision-making on what improvement initiatives
make sense and add the greatest value back to the business.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

Determine the vision To understand what the ultimate and long term aims are
Determine where we are now Creates a baseline of data for services currently being
delivered
Determine where we want to be This is often expressed as business requirements.
Determine how to get there What improvement initiatives are required in the short, medium
and long term? These initiatives should be logged in the CSI register.
Determine if we got there This is documented through monitoring, reporting and reviewing of
service level achievements and actual performance against targets identified by the business
requirements.


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

Business vision, mission, goals and objectives, Baseline assessments, Measurable targets,
Service & process improvement, Measurements & metrics

Access

Outputs

CSI Approach
PDCA

Business vision, mission, goals and objectives, Baseline assessments, Measurable targets
Service & process improvement, Measurements & metrics, CSI Register

Measure & Report
SWOT Analysis

Roles

Process Owner, Service Manager, CSI Manager, Service Owner
Knowledge Management Process Owner
Reporting Analyst


40

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: CSI: Deming Cycle – Plan Do Check Act

Contact us for an
ad-free version

Demand
Financial

Goal

Service Design

The goal in using the Deming Cycle is steady, ongoing improvement. It is a fundamental tenet
of Continual Service Improvement.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change
Change Evaluation
Knowledge

Plan – Establishes goals for improvement including gap analysis, definition of action steps to
close the gap and establishing and implementing measures to assure that the gap has been
closed and benefits achieved.
Do – Development and implementation of a project to close the gap. Implementation or
improvement of processes and establishing the smooth operation of the process.
Check – Comparison of the implemented environment to the measures of success established
in Plan phase. The comparison determines if a gap still exists between the improvement
objectives of the process and the operational process state.
Act – The decision process to determine if further work is required to close remaining gaps,
allocation of resources necessary to support another round of improvement. Project decisions
at this stage are the input for the next round of the lifecycle, closing the loop as input in Plan.


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

Business requirements, External requirements, Security requirements, Request for new service
Service and process measurements

Access

Outputs

CSI Approach
PDCA

Improved employee morale, New changed services, More effective and efficient processes,
Customer satisfaction, Business results, CSI Register

Measure & Report
SWOT Analysis

Roles

Reporting Analyst


41

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: CSI: 7 Step Improvement Process

Demand
Financial

Goal

Service Design

To collect, analyze, process relevant metrics from a process in order to determine its weakness
and establish an action plan to improve the process.

Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition
Change

Step 1 – Identify the strategy for improvement
Step 2 – Define what you will measure
Step 3 – Gather the data
Step 4 – Process the data
Step 5 – Analyse the information and data
Step 6 – Present and use the information
Step 7 – Implement improvement

Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem
Access

Outputs

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Knowledge gained from presenting and using the information
Agreed implementation plans (from Step 6)
A CSI register for those initiatives that have been initiated from other sources.
Service catalogue, SLRs, The service review meeting, Vision and mission statements,
Corporate, divisional and departmental goals and objectives, Legislative requirements,
Governance requirements, Budget cycle, Customer satisfaction surveys, CSI Register
Reporting Analyst


42

Version 3.11.4

Service Strategy
Strategy Management
Portfolio

ITILV3: CSI: Service Measurement and Reporting

Contact us for an
ad-free version

Demand
Financial

Goal

To monitor services and report on improvement opportunities

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability

•Objective (Availability, Reliability, Performance of the Service)
•Developing a Service Measurement Framework
•Different levels of measurement and reporting
•Defining what to measure
•Setting targets
•Service management process measurement
•Creating a measurement framework grid
•Interpreting and using metrics
•Interpreting metrics
•Using measurement and metrics
•Creating scorecards and reports
•CSI policies

Capacity
Supplier
Service Transition
Change
Change Evaluation

Service Measurement

Service Reporting

Knowledge

•Reporting policy and rules

Service Operation
Event

Inputs

Incident

SLA Targets, SLRs, OLAs, Contracts

Request Fulfillment
Problem
Access

Outputs

Service Improvement Program, SLAM Reports, CSI Register

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Reporting Analyst


43

Version 3.11.4

Contact us for an
ad-free version

Service Strategy
Strategy Management
Portfolio

ITILV3: CSI: SWOT Analysis

Demand
Financial

Goal

Service Design
Design Coordination
Service Catalog
Service Level

Activities

Availability
Capacity
Supplier
Service Transition

To develop a strategic planning tool used to evaluate the internal strengths, weaknesses, and
external opportunities and threats involved in a project, business venture or any other situation
requiring a decision. To provide a quick overview of a firm’s strategic situation.
Strengths are internal attributes of the organization that are helpful to the achievement of the
objective.
Weaknesses are internal attributes of the organization that are harmful to the achievement of
the objective.
Opportunities are external conditions that are helpful to the achievement of the objective.
Threats are external conditions that are harmful to the achievement of the objective.

Change
Change Evaluation
Knowledge


Service Operation
Event

Inputs

Incident
Request Fulfillment
Problem

Core competencies, Financial resources, competition, technology, cost, facilities, distribution
network, new market or segments, substitutes, regulations

Access

Outputs

SWOT Report, CSI Register

CSI Approach
PDCA
Measure & Report
SWOT Analysis

Roles

Process Owners, Process Managers, Service Manager, CSI Manager, Service Owners


44

Version 3.11.4

Mountainview ITSM: ITIL Process Quick Reference

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Andere mochten auch

Andere mochten auch (20)

Mehr von Jerry Kopan

Mehr von Jerry Kopan (7)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Mountainview ITSM: ITIL Process Quick Reference