ITIL 2011 The big picture

Service lifecycle

Service

Value realized

Service
transition
Service
strategy

Money spent

Service value
Service assets

Value added

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

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

Business
Process

Utility - Fit for purpose

Business
Product

User requirement Customer-facing

specification
SERVICE

(Functionality)

Warranty - Fit for use

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

Service
owner

Business
Service

Process
owner

Metric

Metric

Infrastructure

Data

Application /
Integration

Management

People

Processes

Knowledge

Supporting
services

Plan and prepare

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

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

Activity
Input

OLA

Service provider
Internal
Shared services unit
External

Organization

Perform strategic assessment

Generate strategy
Execute strategy
Measure and evaluate

Agree and document service

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

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

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

Financial management
for IT services

Service portfolio
management

Identify and track costs and

income (Accounting)
Budget
Charge

Define
Analyze
Approve
Charter

Business relationship
management

Data,
information and
knowledge

Desired
outcome

Activity

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

Role

Contract Supplier

Feedback

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)

Presentation layer

Knowledge processing layer

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

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

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

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

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

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

Service
models

Supporting
service
catalogue view

Service
packages

Configuration management
system (CMS)

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

CMDB

Plan and prepare

Build and test
Train and pilot
Transfer, deploy, retire
Review and close

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

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

Monitor and control

Manage services, components
and activities
Optimize
Report

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

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

Continual service
improvement

Plan
Do
Check
Act

Key principles

Continual service improvement approach

Organizational change
Ownership, roles, and responsibilities
Knowledge management
Service measurement
IT governance

Ver. 2.0

Manage and plan

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

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

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

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

Change evaluation
Plan evaluation
Evaluate predicted
performance
Evaluate actual performance

Request
fulfillment

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

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

IT operations
management

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

Problem
management

Technical
management

Application
management

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

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

Common service
operation
activities

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
improvement
techniques

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

Event
management

Access
management

Incident
management

Functions

Service desk

Service asset and

configuration
management

Change management

Service operation

Output

Activity

Information integration layer

Service catalogue
management

Service transition

Metric

Input Output

Input Output

Capabilities

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

Metric

Role

Demand management

Key principles

Metric

Input Output

Business case
(ROI / VOI)
Service targets
and levels

Cost and price

Resources

Strategy management
for IT services

Service design

User
Metric

(Functions, roles)

SLA

Trigger

Service
operation

Service
design

Customer
Internal
External

Business outcome

Continual
service
improvement

Process

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

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

Service requests

CMDB

Incidents

Problems
Known error database (KEDB)

Service
level
agreements (SLAs)

Operational
level
agreements (OLAs)

Definitive
media
library
(DML)

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

Availability
management
information
system
(AMIS)

Capacity
management
information
system
(CMIS)

Standard
operating
procedures (SOPs)

Security
management
information
system
(SMIS)

Events

Technical
documentation
Access
rights

Strategies,
policies and
plans

Reports
CSI
register

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

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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