ITIL POSTER

1. 7 Steps improvement process Continual Service Improvement Service Measurement Service Reporting
Service Design ITIL® 2011
Define policies Plan design resources Coordinate design Manage design Improve Design Coordination Plan individual Coordinate Monitor individual Review designs and
and methods and capabilities activities risks and issues service design designs individual designs designs handover SDP
Risk
Service Level Capacity Availability Management
IT Service Information Security
SKMS Management Management Management SKMS Continuity
Service/Component Security management
SLA/ Business/Service/ AMIS Management
OLA Planning availability Policies
Component capacity Capacity Plan ITSCM and the BCM Risk assessment and
Maintain catalogue Requirements
SKMS Requirements Business Impact management
SKMS Capture Service Risk assessment Analysis (BIA)
CMIS Plan, design and Countermeasures
SCMIS Level Requirements and management Risk assessment
UC model for Vital Business Define & enforce
performance Projected and management
Review and update Functions (VBF) information security
Technical Business Demand Service Continuity Countermeasures
Supplier
OLA (and UC)
Unavailability
Plan and design for
Plan
policies 1
Service Catalogue Management availability Requirements and Requirements & plans
Negotiate &
Management Application sizing Implement strategy Document &
establish SLA Management Availability Plan recovery (DRP) implement security
Strategies & policies Produce and Monitor, adjust & Performance Monitor, adjust &
Plan and continuity controls
present service Define service and maintain reports maintain Implement Monitor & manage
Requirements reports service package Report & Improve Report & Improve
Test and review security breach/ Service
Produce service
SKMS
Evaluation of new On going operation incidents/problems Design
ISMS
suppliers SLA
Descripti
SLA
Duratio
catalogues
SKMS
Service Strategy and maintain Improvement of Package
(SDP)
on
Servic n
Signatur Align with service Invoke security controls
Establish contract Suppor
e
t
e
Portfolio and CMS
Hours
Service Strategy Management for IT Services
Demand
Performance SKMS Portfolio Support business Standards
SLA Publish and update Management Discovery
Renew/terminate Service
Catalogues Maintain service
vision and mission
Identify customers
Architecture Service Transition tools
suppliers and 10% Prioritize Business activities
30% catalogues
contracts 20% Identify market investments and patterns
space Governance Change
Maintain SCMIS 10%
30%
3 Management Asset and
CAB Configuration
Business IT Financial Log, review and Management
Service Operation relationship Management Financial Plan categorize SKMS
Management
Assess and authorize Plan and Identify
Service portfolio Service Cost CMS
IT Operations Management function Customer Portfolio Definitive Mon Tue build and test
Management Structure Media
Customer 27 28 Plan and coordinate
Organization and Library Maintain and control
Applications Management function Evaluate services build and test CMDB’s
Define Agreements RACI Charts
Technical Management function Portfolio Funding Change Schedule Authorize deployment
Analyse Status report
Customer Charge-back Coordinate
Self serve Authorise
Service Desk function Satisfaction deployment Verification and
Return On Work audit Spares
Charter Service
Investment order Measure and report
Requirements Release and Inventory and
Patch Deployment Post Implementation licence management
SKMS Management Management Review
Request fulfillment Request
Service Incident Problem Emergency change
Models Plan
Requests Management Management
Modeling Validation and Transition Planning and Support
Events and Identifiy and log Prepare
Detect and log Tests Plans
alerts Access Management
Setup Transition Transition release
Log request Categorize & Categorise and Build and test cycles Strategy policies policies
Event Management prioritize prioritize Deployment And asset
Receive request
Investigate and Plans Pilot and tests Lifecycle Prepare Plan and coordinate Support
Design for event Automate workflow Initial support
diagnose stages transition Transition transition
management Request verification 3 Deployment
Diagnose
Configure system
Fulfillment
Provide access rights
Workaround Release planning 2
SKMS packages Execute Service Validation Change Evaluation
Resolve and recover Raise known error and Testing
Notification/ Closure deployment,
Log and track access Incident
Detection/Log Resolve Service Knowledge transfer, retire Evaluation plan
records Service and quality
Filter/correlation/ Remove-restrict Close Management Expected and
Close Early life support assurance
significance access rights Known error unexpected effects of
1 Follow up &
records Major problem
Knowledge
Maintain groups and communicate management strategy Test policies change
Alert and response review Release review 2
Request roles Problem Evaluation of expected
Models Knowledge transfer performance
records Test strategy
Respond and close Manage data, Evaluation of real
Revise and tuning information, Test levels and performance
SKMS User satisfaction knowledge
Service models Risk management
Roles and survey Improvement
groups Using SKMS Test approach and Version
proposals Test plan and results
technique 2011/11/07
Service review and Process review and CSI Framework and
Organizational Change Deming Cycle Ownership CSI Register IT Governance
improvement planning compliance Quality System