Documente Academic
Documente Profesional
Documente Cultură
ITIL v3 Process
Cheat Sheets
www.executiveboard.com
This study may not be reproduced or redistributed without the expressed permission of The Corporate Executive Board Company.
Service Strategy
Service Portfolio Management
A service providers method for prioritizing investments to develop new services, modify existing
services, or retire old services. Service portfolio management helps the service provider to decide
on a strategy to serve its customers and to develop its offerings and capabilities. For this reason,
service portfolio management is highly related to the management of offerings in the IT service
catalog
Demand Management
A service providers method for forecasting its customers future demand for IT services, typically
through analysis of business plans, the adequacy of existing services, and evolution in the
technology marketplace
Financial Management
A service providers methods for budgeting, accounting, and allocating costs of IT services
delivered with the specific goals of aligning spending with strategic objectives and improving the
transparency of IT spend
Service Design
Service Catalog Management
11
A service providers method for cataloging and communicating with customers about its services
typically spanning provisioning policies, architecture dependencies, service-level options, cost, and
ordering steps for all active services as well as those under development, as identified by service
portfolio management
Service-Level Management
13
A service providers method for ensuring that a service meets customers functional and technical
performance requirements by mapping a business service to numerous supporting services,
validating that the required service levels are technically and economically feasible, and negotiating
alternatives where they are not
Capacity Management
15
A service providers method of managing all business, service, and component capacity
requirementsboth current and futurein a timely and cost-effective manner
Availability Management
17
A service providers method for ensuring that the availability of a service meets or exceeds
customer requirements in a cost-effective manner by defining, analyzing, planning, measuring, and
improving availability across infrastructures, processes, tools, and roles
www.executiveboard.com
This study may not be reproduced or redistributed without the expressed permission of The Corporate Executive Board Company.
19
A service providers method for managing risks that could undermine delivery of agreed service
levels by planning for the recovery of IT services. As such, IT Service Continuity Management is
considered a subset of business continuity management
Information Security Management
21
A service providers method for securing all services and service management operations and
aligning IT security with business security
Supplier Management
23
A service providers method for securing consistent, cost-effective quality from all suppliers
engaged in service delivery. Because expectations are typically codified in contractual agreements,
supplier management is often highly integrated with service level management
Service Transition
Service Asset and Configuration Management
25
A service providers method for identifying, maintaining, controlling, and verifying assets and
managing how they connect hierarchically to form business systems with the goal improving
efficiency and service quality by aiding processes such as financial, change, and incident
management
Service Validation and Testing
27
A service providers method for ensuring that a new or changed service meets customer
requirements and verifying that it is ready for production support by IT operations
Release and Deployment Management
29
A service providers method for ensuring that the capabilities laid down in service design are built,
tested, and delivered
Change Management
31
A service providers method for managing service change to reduce resource commitments and
minimize disruption to regular operations
Knowledge Management
33
A service providers method for collecting, maintaining, and dispensing reliable information about
services throughout its lifecycle
Service Operation
Event Management
35
A service providers method for monitoring the IT infrastructure in order to detect, categorize,
and correct any exceptional conditions or events that would impede normal operations
Incident Management
37
A service providers method for managing incidents to restore normal service as quickly
as possible with minimal impact on business operations and user productivity
www.executiveboard.com
This study may not be reproduced or redistributed without the expressed permission of The Corporate Executive Board Company.
39
A service providers method for minimizing adverse business impact by preventing recurring
incidents that stem from underlying errors in the IT infrastructure.
Request Fulfillment
41
A service providers method for responding to users requests for information, advice, routine
changes, or service access. Request Fulfillment is new to ITIL v3 and designed to differentiate
business-impacting incidents from simple requests
Continual Service Improvement
Service Measurement and Reporting
43
A service providers method for delivering metrics and reporting on all other ITIL processes
to either validate or correct current actions
Continual Service Improvement Process
45
A service providers method for using measurement to continually improve service efficiency
and effectiveness as understood through business requirements
www.executiveboard.com
This study may not be reproduced or redistributed without the expressed permission of The Corporate Executive Board Company.
VALUE TO BUSINESS
SERVICE
STRATEGY
Definition: A service providers method for prioritizing investments to develop new services, modify existing services,
or retire old services. Service portfolio management helps the service provider to decide on a strategy to serve its customers and
to develop its offerings and capabilities. For this reason, service portfolio management is highly related to the management of
offerings in the IT service catalog
Improve efficiency, speed, and quality through the use of standard services;
Analyze
Approve
Stakeholders
Resource Managers
Head of Apps
Identification of services
currently being offered and
those proposed by customers
KEY CONCEPTS
Communication of decisions
Allocation of resources
COMMON PITFALLS
CONTINUAL SERVICE
IMPROVEMENT
Stakeholders
SERVICE
OPERATION
Stakeholders
Financial Manager
SERVICE
TRANSITION
Stakeholders
Head of Apps
Charter
SERVICE
DESIGN
Define
www.executiveboard.com
This study may not be reproduced or redistributed without the expressed permission of The Corporate Executive Board Company.
Member Login
If you would like access to this full study, please contact CEB to
learn more.
Contact CEB