Pink Elephant

Knowledge Translated Into Results

A premier global training, consulting and
conference service provider.

We Lead The Way!

A premier global training, consulting and conference service

Pink Elephant Corporate Worldwide Locations:
provider, Pink Elephant has an undisputed reputation for Head Office Africa Europe
leading the way. Were proud of our pioneering and 5575 North Service Road, Suite 200 Asia Mexico
Burlington, ON L7L 6M1 Australia/ Middle East
innovative spirit, which has enabled us to introduce and Canada New Zealand USA
Canada
spearhead many revolutionary concepts and programs since 1-888-273-PINK
info@pinkelephant.com
our inception forty years ago.
For further information please contact:

www.pinkelephant.com info@pinkelephant.com
www.pinkelephant.com

Pink Elephant
Pink Elephant Inc., 2016. The contents of this document are protected by copyright and cannot be reproduced in any manner. Pink Elephant and its Knowledge Translated Into Results
logo, PinkVERIFY, PinkSCAN, PinkATLAS, PinkSELECT, and PinkREADY are either trademarks or registered trademarks of Pink Elephant Inc. ITIL
is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
 ITIL Service Lifecycle
The Business
Service Operation (SO) Service Strategy (SS)
Effective, efficient delivery and management of IT services to the business Establishes the overall strategy for IT Services and for ITSM
in accordance with levels agreed to in Service Level Agreements

Event Management
Operational Strategy Management for IT Services Demand Management
Detect events, determine their meaning, initiate appropriate
Services Responsible for developing and maintaining the Understand and anticipate Patterns of Business Activity
IT Operations
control action
Service Desk
Management with agreed Requirements provider's IT strategies and their influence on demand for IT Services

UTILITY and
Incident Management
Restore services to their normal operational state as quickly as
WARRANTY Service Portfolio Management Business Relationship Management
Technical Application Maintains a portfolio of IT services, describing them Responsible for maintaining a positive relationship
possible and minimize the adverse impact on the business
Management Management in terms of their value to the business with customers
Problem Management
Identify root cause of incidents and problems in order to Financial Management for IT Services
eliminate their recurrence and seek ways to minimize the impact
Responsible for managing an IT Service Providers
of those that cannot be prevented
Budgeting, Accounting and Charging Activities

Request Fulfillment
Provide mechanism for requesting standard services and their

Continual Service
efficient fulfillment

Access Management
Enable users rights to use services in accordance with policies
established through Information Security Management
Improvement (CSI)
Manages improvements to IT services and processes
across the Service Lifecycle

Seven-Step Improvement Process

Wisdom Data Strategies
Policies
1. Identify the strategy 2. Define what you

New Or
for improvement will measure
Deming Cycle
CSFs Chartered Services
Changed 7. Implement Plan
improvement
KPIs
Services
3. Gather the data

Act Do
Metrics
6. Present and use
service
the information process
Check
technology

Service Transition (ST) Knowledge

5. Analyze the
information
and data
4. Process the data
Information
Service Design (SD)
Transitioning new and changed IT services into the operational Designing IT services, including their architectures, processes,
Copyright AXELOS Limited 2011. Material is reproduced under license from AXELOS Limited. All
environment and ensuring they meet the requirements of the business rights reserved. (Figure 3.4 ITIL (rights reserved symbol) Continual Service Improvement 2011)
measurements and management systems, to meet current and
future business needs

Design Coordination Availability Management

Transition Planning & Support
Provide the overall planning for transitioning new and
changed services into operation, and coordinate the
required resources
Service Asset & Configuration Management
Provide accurate, up-to-date asset and configuration
information in support of efficient, effective service
management processes
Change Management
Control the implementation of changes to IT services so that
disruptions, incidents and re-work are minimized
Change Evaluation Coordinates all service design activities, processes and Ensure that the level of service availability delivered in all
Evaluate service changes to determine resources for new and changed services services is matched to, or exceeds, the current & future
performance against expectations, and impacts agreed needs of the business, in a cost-effectiveness manner
on business outcomes, IT services and the
infrastructure
Service Level Management
Ensures that an agreed level of IT service is provided for all Capacity Management
current IT services and that future services are delivered to Ensures cost-justifiable IT capacity exists in all areas of IT
Service Validation & Testing achievable targets and is matched to current and future business needs
Assure services meet their design specifications
and can deliver the expected value to the business
Service Catalog Management IT Service Continuity Management
Ensures that an accurate Service Catalog is produced & Support the overall Business Continuity Management process
Knowledge Management Service Design maintained containing information on all operational services by ensuring that the required IT technical & service facilities
Provide accurate, reliable information throughout
the service lifecycle in support of improved
Packages can be resumed within required, & agreed, business timescales

decision-making Supplier Management

Release & Deployment Management Manage suppliers and their services, ensuring value for Information Security Management
money is obtained Align IT security with business security and ensure the
Deploy releases into production, establish effective use of
the services and delivery of value to the customer, hand-over confidentiality, integrity and availability of information,
to service operation assets and services matches the business needs

Service Knowledge Service Service Incident Request Problem Known Change Release CMS CMDB 1 CMDB 2 CMDB 3 For more information contact:
Portfolio Catalog Records Records Records Errors Records Records
Management System 1-888-273-PINK (7465)
info@pinkelephant.com
KNOWLEDGE WISDOM
www.pinkelephant.com
DATA INFORMATION