ITIL PROCESS MODEL

Long Term Business Objectives

SERV

ICE
LEVEL
AGRE
EMEN
TS
(SLA)

OPERA
TIONA
L
LEVEL
AGRE
EMEN
TS
(OLA)

Service Desk
- Local
- Centralized
- Virtual
- Follow the sun
Operations Management
- IT Operations Control
- Facilities Management
Technical Management
Application Management

Demand Management

Development
Process &
Technical
Metrics

Event Management
- Information
- Alerts
- Warning
- Exception
Incident Management
Request Fulfilment
Problem Management
- Proactive
- Reactive
Access Management

EXTERNAL
SUPPLIERS

Continual quality control and consolidation

7 Step Improvement
Process
Models and
Techniques

ACT

PLAN

CHECK

DO

CSI Approach

Business IT
alignment

Business vision, mission,

goals and objectives

Where are we now?

Baseline assessments

Where do we
want to be?

Measurable targets

How do we get there?

Service and process

improvement

Did we get there?

Measurements
and metrics

1. Identify the strategy

for improvement

Vision Business need

Strategy Tactical goals
Operational goals

Data

2. Define what you will

measure

Process
Metrics

Who? How? When?

to evaluate
Criteria
integrity of data
Operational goals
Service measurement

6. Present and use the

information

Assessment summary
Action plans
Etc.

5. Analyse the
information and data

Knowledge

Trends?
Targets?
Improvements required?

Service Catalogue Management

Warranty Processes
Availability Management
Capacity Management
ITSCM
Information Security Management

Apply

3. Gather the data

7. Implement
improvement

Design Coordination

Relationship Processes
Service Level Management
Supplier Management

Timescale
Wisdom

Underpinning
Agreements
Contracts

SERVICE DESIGN

Plan - Project Plan

Do - Project
Check - Audit
Act - New actions

Effective quality
improvement
Consolidation
of the level reached

Deming Cycle

What is the vision?

How do we keep
the momentum
going?

4. Process the data

Frequency?
Format?
Tools and systems?
Accuracy?

Information

Process Metrics

SERVICE TRANSITION

Alerts, Warnings (Integrated Tool)

SKMS
CMIS
AMIS
SCMIS

Release Package

ISMS/SMIS

Transition Planning and Support

Service Asset and Configuration Management
Change Management
Change Evaluation
Release and Deployment Management
Knowledge Management
Service Validation and Testing

CMS

CAB - Change Advisory Board

Service Design Package

(Warranty & Utility)

DML

Abbreviations:
SKMS Service Knowledge Management System
CMS Configuration Management System
CMDB Configuration Management Database
AMIS Availability Management Information System
ISMS Information Security Management System
SMIS Security Management Information System

CMIS Capacity Management Information System

KEDB Known Error Database
SCMIS Supplier & Contract Management
Information System
ITSCM IT Service Continuity Management

ITIL is a registered trade mark of AXELOS Limited. Copyright AXELOS Limited 2011. Reproduced under licence from AXELOS. ILX Group plc. Based on AXELOS ITIL material.

Requests for Change

Approval
Schedule
Reviewing Change Mgt Process

ECAB - Emergency Change

Advisory Board

CMDBs
KEDB

CT

CONTRA

Service Metrics & Measurement

CONTINUAL SERVICE IMPROVEMENT

PROCESSES

Service Portfolio
Service Pipeline
Service Catalogue
Retired Services

Service Portfolio Management

Maturity level

Financial Management for IT Services

Service Reporting

FUNCTIONS

Strategy Management for IT Services

Relationship Process
Business Relationship Management

THE BUSINESS

SERVICE OPERATION

Business Requirements (Utility)

SERVICE STRATEGY

Assist Change Manager with

assessing emergency changes
Subset of CAB membership

For further details please contact us at:

W: www.ilxgroup.com T: +44 (0) 1270 611600

E: training@ilxgroup.com
ISBN 978-0-9544884-4-4 Published Sept 2011.