Itil Process Map Wallchart 5m131n

ITIL SERVICE and SERVICE DELIVERY PROCESSES

SERVICE

requested changes

SERVICE DESK

Change Management

Requests for change

Problem Control

Record Classify Investigate Resolve Close

Work-arounds Advice & guidance General information

Problem Management

Multiple or serious incidents

Log / Filter Categorise Assess Authorise Schedule Build Test Implement Review

- Identify, classify, solve, raise KE

Classifications

Error Control - Review KEs

Reso

Monitoring Escalation

Proactive Pr. Mgmt.

lutio

- Analyse trends

ns

FSC

KEdb

RFW

Multiple, related or complex change ds/ t boar ds Prosjeincess boar bu

Change and release work together

CAB

PSA

Strategic Resolutions

RFC's Impact assessment

Customer Issues

CI Info CI Updates

Availability & Capacity Problems CI Info CI Updates

CMDB CI Info CI Updates

Availability Management

Incident Management

Configuration Management

Establish SLRs Catalogue Services Draft SLAs

- Review OLAs, Contracts

Negotiate, agree Monitor, report Review

Risk reduction

Financial requirements

OLAs with internal suppliers

IT Service Continuity Management Initiate Assess risks

Problem Management

Change Management

Release Management

SERVICE

Analyse weakness - CRAMM, FTA, CFIA

Address shortfalls - SOA,TOP

Continuous improvement - work with Incident and Problem Management

Design to meet SLRs

- Availability, Reliability, Maintainability, Security, Serviceability Security Management

Capacity Management Business, Service and Technical aspects Iterative activities

- Monitor, analyse, tune, implement Demand Management - Financial, physical

Modelling

- Analytical, simulation, trending

Application sizing

(as for modelling but wider scope and often in development arena) CDB

- CRAMM - Countermeasures - Options; Gradual, Intermediate, Immediate

Operational Management

- Testing,Training,Awareness, Review, Change,Assurance

ISBN: 0-9544884-2-3 Published by Key Skills December 2005. To order further copies of this process model, please Key Skills on 01270 611 600.

Financial Management Budgeting

- Cost types, codes - Capital / Revenue - Fixed & variable

ing

- Cost table - Direct, indirect - Unabsorbed overheads - TCO, Return on investment

Charging

- Fair, simple, realistic - Cost, cost plus, market rate, notional

Requirements for new systems & services

Develop plans BCM

Financial Management

Continuity requirements Risk reduction

CDB CFIA CRAMM FTA OLA

Key to abbreviations Capacity Database SLA Component Failure Impact Analysis SLR Risk Analysis & Mgmt Methodology SOA FaultTree Analysis TCO Operational Level Agreement TOP

Service Level Agreement Service Level Requirement Service Outage Analysis Total Cost of Ownership Technical Observation Post

Courtesy John Mather, Mark Haddad - Key Skills Associates

Continuity requirements

Continuity requirements

Contracts with external suppliers

Performance requirements

Database Definitive Hardware Store Definitive Software Library Forward Schedule of Change Known Error Database Projected Service Availabuility Request for Work

IT Service Continuity Management

Availability Management

Availability requirements

DHS DSL FSC KEdb PSA RFW

DEVELOPMENT

Service Level Management

Key to abbreviations

CAB Change Advisory Board CI Configuration Item CMDB Configuration Management

Capacity Management

SERVICE DELIVERY

SL targets Achievements

DSL

Impact assessment RFC's

SL targets Achievements

CI Info CI Updates

Customer Issues

CUSTOMERS

Business requirements & SLRs

SERVICE DELIVERY

Service Level Management

Policy Schedule Design / develop Build Test Accept Plan Rollout Distribute / install - Activate

DHS

Configuration Management Plan Identify Control Status ing Audit / verification

Release Management

DEVELOPMENT

S

Incident Management

Events Requests Enquiries

Temporary fixes Recent changes

ITIL SERVICE and SERVICE DELIVERY PROCESSES

S S S

S S

S S S S

S

S

S

S C C C

C C C C

S S I I R C C I C C

S S S S

S C C C S C C C S S S S S S S S R C C C S S R R C C C C C C C C C C C C C C S S S C C

S C S S S S R C C C

AM1 AM2 AM3 AM4

C C S S S C S

C C S S S

C C S S S

C C S S S

C C S S S

S

S

S

S

S S S C C S S

S

A C A A A A S S S C C S S S C S S C C C C C C C C C S S S S C S S S S C S S S R R R R C C

S S S S S R R C C

C C C C C C C

Performance Monitoring

Release Distribution

Release Installation

CMDB Verification

Release Testing

CI Status ing

Release Build

COM2 COM3 COM4 COM5

S S S S

S S S S

S S S S

S S S S

S S S S S

S S S S S

S S S S S

S S S S S

S S S S S

S S S S S S S

S S S S S S S

S S S S S S S

S S S S S S S

S S S S S S S

S S S S S S S S S S

S S S S S S S S S S

R R R C

R R R C

FINANCIAL MANAGEMENT

1 2 3 4

C C C S S S C S

S S C C C C

A R S S S A S S R S A S R S S S A S S S R C C A S S S R C C A S S S R C C A S S S S A C C C C S C C C C C C C C C C C C C I I S C C C I I S C C C I I S C C C I I

CMDB Control

Release Roll-out

CAPACITY MANAGEMENT

CAPACITY MANAGER

Ongoing Operational Management

Testing Recovery Plans

Developing IT Recovery Strategy

Risk Assessment

Performing Business Impact Analysis

C C C C

C C C C C C S S S S S S S S S

C C C R R R R R C C C R R R R R S S S S S S S S

CI Identification

Release Design / Development

RM8

CONFIGURATION MANAGER

Release Planning

Change Review

Change Implementation

Change Testing

RM7

I S S S S S S S S S S S S R R R R S S S S S S S S C C C C S S A R C C C C C C S S S S S S S A R R R R R R R S S S S S S S A C C R C C C C S S S C C C C A C C R C C C C S S S S A C C C R C C C S S S S A C C C S R C C S S S C C S A C C C S S R R S S S C C C A C C C S S R R S S S C C C A C C C S S R R S S S C C C A C C C S S R R S S S A C C C C C C C C A R R I A R R R R R R R R R R R R R R A R R A C C

DR1 DR2 DR3 DR4 DR5 DR6

C C C C C C C C C S S S S S S S S S S S S C S S

S S S S S S C C C C C C C C C C C C C A S S S S A S S S S A S S S S A S S S S A S S S S A S S S S A S S S S A C C C C S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S

Initiating Business Continuity Mgmt

S C C

C S S R S S

IT SERVICE CONTINUITY MANAGER

S C C C C C C

C S R S S S

R R R R S S S

IT SERVICE CONTINUITY MANAGEMENT Performing Service Outage Analysis

S C C C C C C

S R S S S C C C C C C C

Implementing Risk Reduction Measures

S C C C C C C

R S S S C S C C C C

Performing Risk Assessment

S

Instigating CSIP Actions

R S S S S S S S S S S S C C C C C C C C C C C C

Reviewing Service Levels

R I R S C C C

Reporting Service Levels

S S S S S C C

Monitoring Service Levels

S S S S S C C

Drafting SLAs

S S S S S C C

AVAILABILITY MANAGER

Establishing Underpinning Contracts

S S S S S C C

Establishing OLAs

S

I I

C S C C C C S C C C

Establishing Business SLRs

SERVICE LEVEL MANAGER

Developing Service Catalogue

PROCESS CUSTOMERS

C I I I

SM1 SM2 SM3 SM4 SM5 SM6 SM7 SM8 SM9

Change Building

Change Scheduling

R R

S S S S S S S R R R R R R R C C C C C C C S S S S S S C C

AVAILABILITY MANAGEMENT

A A A A A A A A A S C C C

RELEASE MANAGER

Change Approval/Authorisation(CAB)

Change Financial Assessment

S S

C C I I R C R R R R R R R R R R R R R R R R R R R R R

C R R C C R R S R I I I I

RM6

C C C C C C C C C C C C R R R R R R R R R R R R R R R R R R R R R C R R R R R R R C C C

C

Implementing Standby-Arrangements

S

RM5

C C C C C C C C S S S S S S S S S S S S

Charging

S C C

S S C C

RM4

ing

I I I

C C C

RM3

Budgeting

I I I

I I I

R R R C C

RM2

FINANCIAL MANAGER

S I I

R R C R C C C C C C C C

Application Sizing

I I I I

S S S C

Modelling

I I I I

S S S C

CONFIGURATION MANAGEMENT

R R S S S R R S S C S S S S S C I I S S S C I I S S C S S C C C S R R R R R R R C R R R R R R R S

Demand Management

I I S I S I R C

S

S S S C R C

Change Impact Assessment

R R C C C C C C C C R R R R

I I I I I I I

DOCUMENT / PRODUCT

ISBN: 0-9544884-2-3 Published by Key Skills December 2005. To order further copies of this process model, please Key Skills on 01270 611 600.

CHM1 CHM2 CHM3 CHM4 CHM5 CHM6 CHM7 CHM8 CHM9 CHM10 CHM11

I I I I I I I

S S I I I S S

R R R C S C S R R C C

SERVICE LEVEL MANAGEMENT

Service Catalogue Business Plans Business SLR’s OLA’s Underpinning Contracts SLA’s Service Review Reports RFC’s (CSIP) SLM Process Audit Capacity Plan / Forecasts Capacity Monitoring Reports Modelling Results Workload Analysis Cap Man Process Audit Availbility Forecasts CFIA FTA Service Outage Analysis TOP Report Security Policy Availbility Plan Av Man Process Audit Business Continuity Plan CRAMM Report Business Impact Analysis IT Disaster Recovery Plan DR Processes DR Test Plan DR Training Plan ITSCM Process Audit Budget / Balance Sheet Cost Models Investment Analysis (ROI/ROCE) Charging Policy Charging Model Fin Man Process Audit

PM6

Change Categorization

S S S C R C

PM5

Change Prioritization

PM4

Change Logging & Filtering

PM3

C S S S C R C

CHANGE MANAGEMENT

PM2

Recording Error Resolution

PM1

S S S S A C C R C R A R C C C C A A C A A A S A C A A S S S C

R R R C S C

S S S S S A A R A A A I I C I I I C

RELEASE MANAGEMENT

Error Assessment

IM5

Error Identification & Recording

IM4

Problem Investigation & Diagnosis

Resolution & Recovery

IM3

Problem Classification

Incident Investigation & Diagnosis

IM2

Problem Identification & Recording

Service Request

IM1

A R A R R S A S R R A C C C S S S S C C S S R C R S C C C C

PROBLEM MANAGER

Initial Classification &

C C C C

DOCUMENT / ACTIVITY

Standard Service Request Incident Record Incident Closure Request for Change (Workarounds) Incident Mgmt Process Audit Problem Record Known Error Record Request for Change (Problems) Error Closure Trend Analysis Problem Mgmt Process Audit Forward Schedule of Change Projected Service Availability Model Change Template CAB Agenda CAB Minutes Change Closure Change Record Change Mgmt Process Audit Release Policy Release Record Roll-out Plan Training and Communication Plan Build Plan Test Plan Implementation Plan DSL Index DHS Index Document Library Index Release Mgmt Process Audit Configuration Planning CMDB Verification Reports Configuration Item Records Configuration Mgmt Process Audit

CHANGE MANAGEMENT

PROBLEM MANAGEMENT

Incident Detecting & Recording

S / CUSTOMERS

R R R R

INCIDENT MANAGER

SERVICE DESK

PROCESS FUNCTION

INCIDENT MANAGEMENT

FM1 FM2 FM3

C C C C C C C S

C C C C C

C C C C C

C C C C C

S

S

C

S

S

S

S

R S S S C S C C C C C S

S S S S C S C C C C C S

S S R S C S C C C C C C

S S S S C S C C C C C C

C C C C C C C

C C C C C C C

C C C C C C C

C C C C C C C

C C C C C C C

C C C C C C C

S S S C C C C

S C S C C C C

C C C C C C C

C C C C C C C

C C C C C C C

C C C C C C C

S S S C C C C C C C C C C C C C

C C C C C A R S C I A S R C I A S S S I A C C R I A C C R A C C C

A R S C I

Key to abbreviations Process / Function able Process / Function Responsible Process / Function ing Process / Function Consulted Process / Function Informed