ITIL V3

Service Lifecycle Model

Demand Management
- Analyze and codify - Patterns of Business Activity (PBA) - Match User Profiles (UP) - Develop Service Packages - Define Service Level Packages

SERVICE STRATEGY
Strategy Generation Activities
1. Define the Market
Services & Strategy Understand Customer Understand Opportunities Classify & Visualise

Service Portfolio Management

4. Prepare for Execution
Define Analyze Approve Charter ... Service Portfolio

2. Develop the Offerings

Market Space Outcome - based Definition of Services Service Portfolio

Event

Event Management
Design & Event Modelling System Configuration Service Monitoring Response & Selection Review & Close

3. Develop Strategic Assets

Service Management as a Loop Control System Service Management as a Strategic Asset

Strategic Alignment Setting Objectives Aligning Service Assets with Customer Outcomes Defining CSFs CSFs & Competitive Analysis Prioritise Investments Exploring Business Potential Alignment with Customer Needs Expansion & Growth Differentiation in Market Spaces

CONTINUAL SERVICE IMPROVEMENT

7 - step Improvement Process Service Catalogue Management
- Produce SC - Maintain SC

Service Portfolio Service Catalogue Business SC Technical SC

Alerts & Events

Strategies, Policies, Objectives, Requirements User

Budget

Financial Management
- Service Valuation - Analyze Investments - Compliance - Budgeting - Accounting - Charging*

Costing Models

Risk Management
- Analyze Risk - Manage Risk

SCD
Supplier and Contracts Supplier Reports Supplier Information SLR Customer Supplier UC

Contracts OLA SLA

assistance

Vision Strategy Tactical goals Operational goal

Identify:

7. Implement corrective actions

1. Define what you should measure

Self Ser vice

Ser vice Desk

Financial Plan

Charging Policies

Supplier Strategy Supplier Policy

Service Level Management

Draft / Negotiate / Agree Implement Manage ongoing Service Report, Review & Improve ... of Service Levels 6. Present and use the information 2. Define what you can measure

*optional

SERVICE OPERATION

Incident Management
Service Requests Identification & Logging Categorise Prioritise Initial Diagnosis (Incident Escalation) Investigation & Diagnosis Resolution & Recovery Closure ... of Incidents

Business Continuity Strategy BIA

Incident Records Access Policies Roles & Groups

SERVICE DESIGN

SKMS
Presentation Layer Presentation Layer Knowledge Processing Layer Knowledge Processing Layer

Risk Analysis Risk Reduction Measures Service Continuity Plan

Supplier Management
- Evaluate / Establish / Manage Suppliers & Contracts - Renew or terminate Contracts - Maintain SCD

5. Analyse the data

3. Gather the data

SQP

SIP

SKMS

Request Fulfilment
- Inform Users about: - Availability of Service - Procedures to obain Service - Channel user Request - Assist with Information, Complaints, Requests

Access Management
Verify Request for Access Restrict / Provide Access Monitor / Identify Status Access Monitoring & Control Remove / Restrict Access Rights Maintain Roles & Groups

Capacity Management
Business CaM Service CaM Component CaM

4. Process the data

SKMS

Information Integration Layer Information Integration Layer Data and Information Sources Data and Information Sources and Tools and Tools

CMIS
assistance

IT Service Continuity Management

Analysis of Requirements Strategy Plan Implement (incl.Testing) Awareness Maintain Invocation

SKMS

Capacity Plan Forecasts Capacity & Performance Reports Capacity Data

Service Reporting Service Measurement Return on Investment for CSI Business Questions for CSI

Problems -

Problem Management
Detect & Logging Categorise Prioritise Investigation & Diagnosis Resolution Closure Review ... of Problems

Plan & Design Implement Manage Performance Report & Review ... Capacity

AMIS
Availability Plan Design Criteria Reports Projected Service Outage

Known Errors Solutions & Workarounds

RfC

Change Management
Review RfC Assess & Evaluate Authorise Change Planning Coordinate Implementation Review & Close Normal Change Emergency Change

Availability Management
Plan & Design Implement Manage Performance Report & Review ... Availability

Change Schedule

PSO

Governance Risk Management R&D Plans Release Policy

Technical Management

Application Management

Standard Change

Information Security Management

Plan Implement Evaluate Maintain Control ... Security

SMIS
Information Security Policy Security Reports & Information Security Controls Security Risks & Responses

approved

IT Operations Management
Operations Control Facilities Management

Secure Stores
Spare Store Asset Store

Transition Planning and Support

V model

Release and Deployment Management

Development Environment
- Planning - Preparation

Release Package

RfC

Remediation Plan

Service Design Package

CMS
CMDB CMDB

Service Asset and Configuration Management

Management & Planning Configuration Identification Configuration Control Status Accounting & Reporting Verification & Audit

Secure Libraries
DML

Release Package

Controlled Test Environment

-

Build and Test Service Testing and Pilots Plan and Prepare for Deployment Transfer, Deployment and Retirement Verify

Service Validation and Testing

Knowledge Management
Identify Capture Maintain Transfer ... knowledge

AMIS BIA CaM CMDB CMS CSF DML DIKW F OLA PSO RACI RfC SC SCD SIP SKMS SLA SLR SMIS SQP UC

Availability Management Information System Business Impact Analysis Capacity Management Configuration Management Database Configuration Management System Critical Success Factor Definitive Media Library Data, Information, Knowledge, Wisdom Function Operational Level Agreement Projected Service Outage Responsible, Accountable, Consulted, Informed Request for Change Service Catalogue Supplier Contract Database Service Improvement Plan Service Knowledge Management System Service Level Agreement Service Level Requirements Security Management Information System Service Quality Plan Underpinning Contract

- Maintainance of Asset Inventory

Acceptance Criteria

Live Environment
- Early Life Support - Release Review

Evaluation

DIKW

SERVICE TRANSITION
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