ITIL V3

Service Lifecycle Model

SERVICE STRATEGY
Demand Service Portfolio
Management
- Analyze and codify
Strategy Generation Activities

-
Management
Define
CONTINUAL SERVICE
- Patterns of Business
Activity (PBA)
- Match User Profiles (UP)
1. Define the Market
Services & Strategy
2. Develop the Offerings
Market Space
4. Prepare for Execution
Strategic Alignment
-
-
-
Analyze
Approve
Charter
IMPROVEMENT
- Develop Service Packages Understand Customer Outcome - based Definition of Services Setting Objectives ... Service Portfolio
Event
- Define Service Level Understand Opportunities Service Portfolio Aligning Service Assets with Customer Outcomes 7 - step Improvement Process
Packages Classify & Visualise Defining CSFs
CSFs & Competitive Analysis
Prioritise Investments Service Portfolio Service
Event 3. Develop Strategic Assets Exploring Business Potential
Management Service Catalogue Catalogue
Alignment with Customer Needs
Management Identify:
Service Management as a Loop Control System Expansion & Growth
- Design & Event Modelling Business SC Technical SC Vision
Service Management as a Strategic Asset Differentiation in Market Spaces
- System Configuration Strategy
- Produce SC
- Service Monitoring Tactical goals
- Maintain SC
- Response & Selection Operational goal

assistance
Alerts &
- Review & Close
Events
Strategies, Financial Costing Risk SCD
Budget Models Contracts
Policies, Management Management Supplier and Contracts
Objectives, Supplier Reports UC OLA SLA
Requirements 7. Implement corrective 1. Define what you
- Service Valuation - Analyze Risk Supplier Information actions should measure
F - Analyze Investments - Manage Risk
- Compliance
Self Ser vice Ser vice Desk User Financial Charging Service Level
Plan Policies Supplier Strategy SLR
- Budgeting Management
- Accounting Supplier Policy
- Draft / Negotiate / Agree 6. Present and use 2. Define what you
- Charging* Customer
*optional - Implement the information can measure
Business - Manage ongoing Service
SERVICE OPERATION

Continuity Strategy - Report, Review & Improve

Incident Supplier
Incident ... of Service Levels
Management Records BIA

SERVICE DESIGN
- Identification & Logging 5. Analyse the data 3. Gather the data
SKMS Risk Analysis
Service - Categorise Access Roles & Supplier
Requests - Prioritise Policies Risk Reduction Management SIP SQP
Groups Presentation Layer
- Initial Diagnosis Measures
- (Incident Escalation) - Evaluate / Establish / Manage
- Investigation & Diagnosis Service Suppliers & Contracts 4. Process the data
Request - Resolution & Recovery Access Knowledge Processing Layer Continuity Plan - Renew or terminate Contracts Capacity
SKMS

SKMS
Fulfilment - Closure Management - Maintain SCD Management
... of Incidents
- Inform Users about: - Verify Request for Access Information Integration Layer Business Service Component
CMIS Service Reporting
- Availability of Service - Restrict / Provide Access CaM CaM CaM
- Procedures to obain Service - Monitor / Identify Status IT Service Continuity Capacity Plan

assistance
- Channel user Request - Access Monitoring & Control Forecasts
Data and Information Sources Management Capacity &
- Plan & Design
- Assist with Information, - Remove / Restrict Access Rights - Implement
and Tools Performance Reports Service Measurement
Complaints, Requests - Maintain Roles & Groups - Analysis of Requirements - Manage Performance
- Strategy Capacity Data - Report & Review
SKMS
- Plan ... Capacity
Problem - Implement (incl.Testing)
- Awareness AMIS Return on Investment for CSI
Management - Maintain
Problems Availability Plan
- Detect & Logging - Invocation Design Criteria Availability
- Categorise Change Reports Management Business Questions for CSI
Known - Prioritise Management Change Projected Service
RfC Outage - Plan & Design
Errors - Investigation & Diagnosis Schedule
- Review RfC - Implement
- Resolution
- Assess & Evaluate - Manage Performance
- Closure
- Authorise - Report & Review
Solutions & - Review
PSO - Change Planning Governance ... Availability
Workarounds ... of Problems Information
- Coordinate Implementation
- Review & Close Security
Risk Management AMIS - Availability Management Information System
F F Management SMIS BIA - Business Impact Analysis
Standard Normal Emergency
Technical Application Change Change Change R&D Release - Plan
Information Security Policy CaM - Capacity Management
Management Management Plans Policy - Implement
Security Reports & CMDB - Configuration Management Database
- Evaluate CMS - Configuration Management System
Information
IT Operations - Maintain CSF - Critical Success Factor
Security Controls
approved

- Control
Management Security Risks & Responses DML - Definitive Media Library
F ... Security DIKW - Data, Information, Knowledge, Wisdom
Secure Stores
V model Release and Deployment Release F - Function
Operations Facilities Transition Management Package OLA - Operational Level Agreement
Control Management
Spare Asset Planning and PSO - Projected Service Outage
Store Store Support RACI - Responsible, Accountable, Consulted, Informed
RfC Development Environment
RfC - Request for Change
- Planning Remediation Service Design SC - Service Catalogue
- Preparation Plan Package SCD - Supplier Contract Database
SIP - Service Improvement Plan
Controlled Test Environment SKMS - Service Knowledge Management System
Service Asset and Secure Release - Build and Test SLA - Service Level Agreement
Configuration Management Package - Service Testing and Pilots SLR - Service Level Requirements
Libraries
CMS - Plan and Prepare for Deployment Service SMIS - Security Management Information System
- Management & Planning - Transfer, Deployment and Retirement Validation Knowledge SQP - Service Quality Plan
- Configuration Identification DML - Verify Management UC - Underpinning Contract
CMDB - Configuration Control and Testing
- Status Accounting & Reporting - Identify
- Verification & Audit Live Environment
Acceptance - Capture
- Early Life Support
CMDB Criteria - Maintain
- Maintainance of Asset Inventory - Release Review
- Transfer
Evaluation DIKW
... knowledge

Copyright: ITS Partner, Croatia

Poster authors:

SERVICE TRANSITION Ivana Nissen & Maja Jagut

Poster version: 2.0
www.itsm.hr
www.itil.hr
ITIL is a Registered Trade Mark and Registered Community Trade Mark of the Office of Government Commerce. Version 2.0. Poster authors: Ivana Nissen & Maja Jagut.