ITIL 2011 The big picture

Service lifecycle
Continual service improvement Service transition Service strategy
Customer Internal External

Service

Process

Business outcome

SLA

User
Metric

Value realized

Customer
Business Process Business Product Business Service

Service owner

Process owner

Metric

Metric

Metric

Metric

Metric

Process
Trigger Input Output

Service provider Utility - Fit for purpose

(Functionality) User requirement Customer-facing specification SERVICE Cost and price Business case (ROI / VOI)

Value added

Service value

Activity

Input Output

Warranty - Fit for use

(Availability, capacity, reliability, security, continuity, usability, compliance)

Service targets and levels Data People Application / Integration Processes Supporting services

Input
Service provider Internal Shared services unit External
Data, information and knowledge

Input Output

Activity

Output
Desired outcome

Money spent

Service assets

Service design

Service operation

Resources

Infrastructure Management

Activity
Role

OLA

Capabilities
Organization (Functions, roles) Knowledge Contract Supplier

Role Feedback

Service strategy
Determine perspective Form a position Craft and execute plans Adopt patterns of actions

Strategy management for IT services

Perform strategic assessment Generate strategy Execute strategy Measure and evaluate

Service portfolio management

Define Analyze Approve Charter

Financial management for IT services

Identify and track costs and income (Accounting) Budget Charge

Key documents
2 Vision and mission statements 2 Strategies, strategic and tactical plans and policies 2 Service requirements 2 Service charter 2 Service definitions, classification and visualization 2 Service models 2 Service packages 2 Option space 2 Cost model 2 Financial information and budgets 2 Business cases 2 Business impact analysis (BIA) 2 Patterns of business activity (PBAs) 2 User profiles (UPs) 2 Stakeholder definitions

Service knowledge management system (SKMS)

Key principles
Service management as a strategic asset Internal and external customers Internal and external services Core, enabling and enhancing services Value: Business outcomes, perceptions and preferences Functionality (utility), performance (warranty) and price Service packages Sourcing strategy Value networks

Demand management
Identify sources of demand forecasting Analyze and codify patterns of business activity (PBA) Match user profiles (UP) Manage activity-based demand Develop differentiated offerings (Service packages) Manage operational demand

Business relationship management

Handle requests Handle complaints Identify opportunities Manage business relationships throughout the service lifecycle

Presentation layer

Knowledge processing layer

Information integration layer

Service design
Plan and prepare Collect requirements Analyze Design Review and revise design Evaluate alternative solutions Procure and/or develop

Service catalogue management

Agree and document service definition and descritpion Agree service catalogue contents Produce and maintain service catalogue Interface with stakeholders

Availability management (Reactive and proactive)

Monitor, measure, analyze, report and review Investigate and instigate Assess and manage risk Implement countermeasures Plan and design Review and test

Information security management

Produce and maintain information security policy Implement security policy Assess and classify information assets and risks Impose and review security controls Monitor and manage security breaches and incidents Reduce security breaches Regularly assess, review and report security threats

Key documents
2 Service design policies and plans 2 Service acceptance criteria (SAC) and service level requirements (SLR) 2 Service definitions 2 Service catalogues 2 Service design package (SDP) 2 Solution designs 2 Architectures & standards 2 Processes 2 Measurement and metrics 2 Service level agreements (SLA), Contracts and operational level agreements (OLA) 2 Service reports 2 Service improvement plan (SIP) 2 Availability policy, plans, design criteria, risk analysis and reports 2 Capacity policy, plans, workload analysis, forecasts and reports 2 Business and IT service continuity policy, strategy, plans, risk and business impact analysis and reports 2 Business and information security policy, strategy, plans, risk analysis, classification, controls and reports 2 Supplier and contracts policy, strategy, plans and reports 2 RACI matrix

Service portfolio

Service catalogue views Business/customer service catalogue view Supporting service catalogue view
Service models

Key principles
Five aspects of holistic service design: v Service solutions for new or changed services v Management information systems and tools, especially the service portfolio v Technology architectures and management architectures v Processes v Measurement methods and metrics Balanced design: v Functionality v Resources v Schedule IT service design vs. business change The four Ps of service design: v People v Processes v Products (services,technology, tools) v Partners (suppliers, vendors) Service oriented architecture Design constraints Service delivery options and strategies

Service level management

Determine and agree requirements and make SLAs Monitor and report service performance Improve customer satisfaction Conduct service review Review and revise SLAs and underpinning agreements Develop relationships Maintain framework and templates

Capacity management (Business, service and component)

Pre-empt capacity issues Model and trend future needs Review current capacity Optimize/improve capacity Assess, agree and document requirements Plan new capacity

Design coordination
Overall: Define and maintain policies and methods Plan design resources and capabilities Coordinate design activities Manage design risks and issues Improve service design For each design: Plan individual designs Coordinate individual designs Monitor individual designs Review designs Handover service design packages

Service packages

Supplier management
Define requirements Evaluate suppliers/contracts Establish suppliers/contracts Manage performance Renew and/or terminate Categorize suppliers and maintain SCMIS

IT service continuity management

Initiate project Determine requirements and produce strategy Develop plans and implement strategy On going operation (Invoke the continuity plan)

Configuration management system (CMS)

Changes (Normal, standard and emergency changes) CMDB Releases (Release units and release packages)

Service transition
Plan and prepare Build and test Train and pilot Transfer, deploy, retire Review and close

Release and deployment management

Plan release and deployment Build and test release Deploy (deploy, transfer, retire) Provide early-life support Review and close

Service asset and configuration management

Manage and plan Identify configuration Control configuration Perform status accounting and reporting Verify and audit

Transition planning and support

Define transition strategy Define service transition lifecycle stages Prepare for service transition Plan and coordinate service transition Advice Provide administration Communicate Monitor and report progress

Key documents
2 Service transition strategies, policies, plans and budgets 2 Service packages 2 Service design package (SDP) 2 Service acceptance criteria (SAC) 2 SLAs, contracts and agreements 2 Change and configuration management policy, plans and reports 2 Change models 2 Requests for changes (RFC) and change records 2 Change schedules and plans 2 CAB agenda & minutes 2 Configuration models 2 Configuration baselines, status reports and audit reports 2 Release policies, plans, notes, packages and documentation 2 Service quality policy, risk policy, test strategy, test models, test plans, test reports and known errors 2 Build plans and documentation 2 Evaluation plans & reports 2 Deployment plans and reports 2 Service transition report 2 Knowledge management strategy

CMDB CMDB CMDB

Service requests Incidents

Key principles
Policies for service transition v Manage all changes through service transition v Common framework and standards v Re-use v Business driven transition v Stakeholder relationships v Effective controls and disciplines v Knowledge transfer v Release packages v Resource planning and management v Early involvement v Quality management and improvement Big bang vs. phased Push vs. pull Automation vs. manual Data-Information-Knowledge-Wisdom Managing people through service transitions

Change management
Create and record request for change (RFC) Review RFC Assess and evaluate change Authorize change build and test Coordinate change build and test Authorize change deployment Coordinate change deployment Review and close change record

Problems
Known error database (KEDB)

Service validation and testing

Manage validation and test Plan and design tests Verify test plan and test design Prepare test environment Perform tests Evaluate exit criteria and report Clean up test environments and close

Knowledge management
Define knowledge management strategy Transfer knowledge Manage data, information and knowledge Use the service knowledge management system (SKMS)

Service level agreements (SLAs)

Operational level agreements (OLAs)

Definitive media library (DML)

Change evaluation
Plan evaluation Evaluate predicted performance Evaluate actual performance

Supplier and contract management information system (SCMIS)

Key documents
2 Service operation policies and plans 2 Operational requirements 2 Event management policy, plans and reports 2 Incident management policy, plans and reports 2 Incident models 2 Major incident procedure 2 Request fulfillment policy, plans and reports 2 Request models 2 Problem management policy, plans and reports 2 Problem models 2 Information security policy, plans, classification, controls and reports 2 Processes 2 Technical documentation 2 Operational procedures and instructions 2 Functional documentation 2 User guides

Service operation
Monitor and control Manage services, components and activities Optimize Report

Request fulfillment
Receive request Log and validate request Categorize request Prioritize request Authorize request Review request Execute request model Close request

Access management
Request access Verify request Provide rights Check and monitor identity status Log and track access Remove or restrict rights

Event management
Generate event notification Detect event Log event Correlate and filter events (1st level) Categorize event Correlate events (2nd level) Select response Review actions Close event

Key principles
IT services vs. technology components Stability vs. responsiveness Quality vs. cost Reactive vs. proactive Involvemrnt in other service lifecycle stages Operational health Communication Documentation

Availability management information system (AMIS)

Capacity management information system (CMIS)

Security management information system (SMIS)

Incident management
Identify incident Log incident Categorize incident Prioritize incident Perform initial diagnosis Escalate incident Investigate and diagnose incident Resolve and recover incident Close incident

Problem management
Detect problem Log problem Categorize problem Prioritize problem Investigate and diagnose problem Find a workaround Raise a known error Resolve problem Close problem Review major problem

Common service operation activities

Monitor and control IT operations v Console management v Job scheduling v Backup and restore v Print and output management Facilities and data centre Technology v Mainframe v Server v Network v Storage and archive v Database v Directory services v Desktop v Mobile devices v Middleware v Internet/Web

Standard operating procedures (SOPs)

Events

Technical documentation
Access rights

Functions

Strategies, policies and plans

Reports
CSI register

Service desk

IT operations management

Technical management

Application management Common improvement techniques

Continual service improvement

Plan Do Check Act

Seven-step improvement process

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

Key documents
2 2 2 2 2 2 2 2 2 2 Continual service improvement policies and plans Corporate and IT vision, mission, goals and objectives Critical success factors (CSFs) Key performance indicators (KPIs) and metrics and achievements Service level targets and achievements Balanced scorecard Service improvement plans (SIPs) Business cases Reporting policies and rules Reports and dashboards

Key principles
Continual service improvement approach Organizational change Ownership, roles, and responsibilities Knowledge management Service measurement IT governance

Assessment Gap analysis Benchmarking Service measurement Metrics and scorecards Service reporting SWOT Return on investment

Ver. 2.0

2012, CFN People A/S. Based on Cabinet Office ITIL material. ITIL is a registered trade mark of the Cabinet Office

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