Itil At A Glance 4w634
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ITIL V3 - At A Glance ®
Service Strategy
Determine Perspective Form a Position Craft a Plan Adopt Patterns of Action
Service Design
3 3 3 3
Key Principles
Key Principles
Service Lifecycle Value: Utility and warranty Service Assets: Resources and capabilities Systems, processes, roles, units and functions Service provider types Value networks
Five design aspects - Service portfolio design - Definition of requirements and design of service solutions - Technology and architectural design - Process design - Measurement design Service oriented architecture Business service management Service design models People, Processes, Products / Technology and Partners (the 4 Ps)
Strategy Generation s s s s
Define the market Develop the offerings Develop strategic assets Prepare for execution
Service Portfolio Management s s s s
Define Analyze Approve Charter
Risk Management s Analyze risk s Manage risk
Demand Management s Analyze and codify Patterns of Business Activity (PBA) s Match Profiles (UP) s Develop service packages s Define Service Level Packages
Financial Management s s s s s s s s s
Valuate services Model demand Optimize service portfolio Optimize service provisioning Plan Analyze service investments Comply Analyze Variable Cost Dynamics (VCD)
Key Documents 2 Service objectives, strategies, 2 2 2 2 2 2 2 2 2 2
policies and plans Service definition, classification and visualization Service models Option space Business Impact Analysis (BIA) Financial plan Business case Patterns of Business Activity (PBA) Profiles (UP) Service packages Service Level Packages (SLP)
Collect requirements Analyze Design Evaluate Procure and/or develop
Capacity Management
Information Security Management
Service Level Management
IT Service Continuity Management
s Determine requirements and agree SLAs s Monitor and report s Improve customer satisfaction s Conduct service reviews s Revise SLAs and underpinning agreements s Develop relationships s Maintain templates
s Initiate project s Determine requirements and produce strategy s Develop plans and implement strategy s On going operation s (Invoke the continuity plan)
Supplier Management
2 Service design policies and plans 2 Service Acceptance Criteria (SAC)
Evaluate Establish Manage performance Renew and/or terminate Categorize suppliers and maintain SCD
Key Documents
2 2 2 2
Availability Management
2
(Reactive and proactive)
2 2
s Monitor, measure, analyze, report and review Investigate and instigate Assess and manage risk Implement countermeasures Plan and design Review and test
s s s s s
Policies for service transition Managing communications and commitment Managing organization and stakeholder change Stakeholder management Big bang vs. phased Push vs. pull Automation vs. manual Service V model Data-Information-KnowledgeWisdom
s Review current capacity s Improve capacity s Assess, agree and document requirements s Plan new capacity
s Agree service definition s Agree contents s Produce and maintain service catalogue s Interface with stakeholders
s s s s s
Key Principles
(Business, service and component)
s Produce and maintain information security policy s Implement security policy s Assess and classify information assets s Implement and improve security controls s Monitor and manage security breaches s Reduce security breaches s Perform reviews, audits and penetration tests
Service Catalogue Management
Service Transition
3 3 3 3 3
2 2 2 2
and Service Level Requirements (SLR) Service Design Package (SDP) Solution designs Architectures and standards Service level policy, plans and reports Service Level Agreements (SLA) and Operational Level Agreements (OLA) Service Improvement Plan (SIP) Availability policy, plans, design criteria, risk analysis and reports Capacity policy, plans, forecasts and reports Business and IT service continuity policy, strategy, plans, risk and business impact analysis and reports Business and information security policy, strategy, plans, risk analysis, classification, controls and reports Supplier and contracts policy, strategy, plans and reports
Release and Deployment Management Plan deployment of release package Prepare for build test and deployment Build and test Test service and conduct pilot Plan and prepare for deployment Perform and transfer, deployment, and retirement s deployment s early life s Review and close deployment s s s s s s
Change Management s Create and record Request For Change (RFC) s Review RFC s Assess and evaluate change s Authorize change s Plan updates s Coordinate change implementation s Review and close change
Transition Planning and s Define transition strategy s Prepare for service transition s Plan and coordinate service transition s Advice s Provide istration s Monitor and report progress
Service Knowledge Management s Define knowledge management strategy s Transfer knowledge s Manage data and information s Maintenance of Knowledge Items (KIs) s Maintain Service Knowledge Management System (SKMS)
Plan and prepare Build and test Testing and pilots Transfer, deploy, retire Review and close
Service Operation
3 3 3 3 3
Evaluation Management
Key Principles IT services vs. technology components Stability vs. responsiveness Quality vs. cost Reactive vs. proactive Organizational structures Operational health Communication Documentation
s Plan evaluation s Evaluate predicted performance s Evaluate actual performance
Service Asset and Configuration Management s s s s s
Management and planning Configuration identification Configuration control Status ing and reporting Verification and audit
Service Validation and Testing Management s s s s s s s
Manage validation and test Plan and design tests test plan and test designs Prepare test environment Perform tests Evaluate exit criteria and report Clean up test environments and close
Key Documents 2 Service transition policies and 2 2 2 2 2 2 2 2 2 2 2 2 2 2
plans Service Design Package (SDP) Service Acceptance Criteria (SAC) Change and configuration management policy, plans and reports Change schedule CAB agenda and minutes Configuration model Configuration baselines and status reports Release policy, plans, packages and documentation Service quality policy, risk policy, test strategy, test models, test plans and test reports Build plans and documentation Evaluation plans and reports Deployment plans and reports Transition closure report Knowledge management strategy
Request Fulfillment s Select and input details of service request s Approve service request s Fulfill service request s Close service request
Incident Management s s s s s s s s s
Identify incident cident Categorize incident Prioritize incident Carry out initial diagnosis Escalate incident Investigate and diagnose incident Resolve and recover incident Close incident
Access Management Request access request Provide rights Monitor identity status and maintain s, roles and groups s Log and track access s Remove or restrict rights s Maintain directories s s s s
Problem Management s s s s s s s s s s
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
Visit www.ITILTrainingZone.com for more Free Resources and Course Details ITIL® is a ed Trade Mark of the Office of Government Commerce. IT Training Zone LTD is an APMG accredited Training provider
Monitor and control Manage activities Generate metrics Provide reports
3 3 3 3
Event Management s s s s s s s s s
Generate event notification Detect event Filter event Categorize event Correlate events Trigger response Select response Review actions Close event
Functions s Service Desk - Single point of - Local, Central, Virtual, Follow the Sun s IT Operations Management - IT operations control - Console management - Job scheduling - Backup and restore - Print and output - Facilities management s Technical Management - Manage technical knowledge - Plan, implement and maintain stable infrastructure s Applications Management - Manage applications knowledge - Ensure applications are appropriately designed, resilient and effective - Provide resource
Key Documents 2 Service operation policies and 2 2 2 2 2 2 2 2 2 2 2 2 2
plans Event management policy, plans and reports Incident management policy, plans and reports Incident models Major incident procedure Request fulfillment policy, plans and reports Request models Problem management policy, plans and reports Problem models Process manuals Technical documentation Operational procedures and instructions Functional documentation guides
Continual Service Improvement Plan Do Check Act
3 3 3 3
Key Principles Organizational change Service measurement Assessments and benchmarking Governance Deming cycle CSI model
7-Step Improvement Process s s s s s s s
Define what you should measure Define what you can measure Gather data Process data Analyze data Present and use information Implement corrective action
Service Measurement s Develop a service measurement framework s Define what to measure s Set targets s Create a measurement framework grid s Interpret and use metrics s Create scorecards and reports
Service Reporting s s s s
Define reporting policies and rules Collate Translate and apply Publish
Key Documents 2 Continual service improvement policies and plans
2 Corporate and IT vision, mission, goals and objectives
2 Critical Success Factors (CSF) 2 Key Performance Indicators (KPI) 2 2 2 2 2 2 2
and metrics Service level targets Balanced scorecard SWOT analysis Service Improvement Plans (SIP) Business case Reporting policies and rules Reports
Service Strategy
Determine Perspective Form a Position Craft a Plan Adopt Patterns of Action
Service Design
3 3 3 3
Key Principles
Key Principles
Service Lifecycle Value: Utility and warranty Service Assets: Resources and capabilities Systems, processes, roles, units and functions Service provider types Value networks
Five design aspects - Service portfolio design - Definition of requirements and design of service solutions - Technology and architectural design - Process design - Measurement design Service oriented architecture Business service management Service design models People, Processes, Products / Technology and Partners (the 4 Ps)
Strategy Generation s s s s
Define the market Develop the offerings Develop strategic assets Prepare for execution
Service Portfolio Management s s s s
Define Analyze Approve Charter
Risk Management s Analyze risk s Manage risk
Demand Management s Analyze and codify Patterns of Business Activity (PBA) s Match Profiles (UP) s Develop service packages s Define Service Level Packages
Financial Management s s s s s s s s s
Valuate services Model demand Optimize service portfolio Optimize service provisioning Plan Analyze service investments Comply Analyze Variable Cost Dynamics (VCD)
Key Documents 2 Service objectives, strategies, 2 2 2 2 2 2 2 2 2 2
policies and plans Service definition, classification and visualization Service models Option space Business Impact Analysis (BIA) Financial plan Business case Patterns of Business Activity (PBA) Profiles (UP) Service packages Service Level Packages (SLP)
Collect requirements Analyze Design Evaluate Procure and/or develop
Capacity Management
Information Security Management
Service Level Management
IT Service Continuity Management
s Determine requirements and agree SLAs s Monitor and report s Improve customer satisfaction s Conduct service reviews s Revise SLAs and underpinning agreements s Develop relationships s Maintain templates
s Initiate project s Determine requirements and produce strategy s Develop plans and implement strategy s On going operation s (Invoke the continuity plan)
Supplier Management
2 Service design policies and plans 2 Service Acceptance Criteria (SAC)
Evaluate Establish Manage performance Renew and/or terminate Categorize suppliers and maintain SCD
Key Documents
2 2 2 2
Availability Management
2
(Reactive and proactive)
2 2
s Monitor, measure, analyze, report and review Investigate and instigate Assess and manage risk Implement countermeasures Plan and design Review and test
s s s s s
Policies for service transition Managing communications and commitment Managing organization and stakeholder change Stakeholder management Big bang vs. phased Push vs. pull Automation vs. manual Service V model Data-Information-KnowledgeWisdom
s Review current capacity s Improve capacity s Assess, agree and document requirements s Plan new capacity
s Agree service definition s Agree contents s Produce and maintain service catalogue s Interface with stakeholders
s s s s s
Key Principles
(Business, service and component)
s Produce and maintain information security policy s Implement security policy s Assess and classify information assets s Implement and improve security controls s Monitor and manage security breaches s Reduce security breaches s Perform reviews, audits and penetration tests
Service Catalogue Management
Service Transition
3 3 3 3 3
2 2 2 2
and Service Level Requirements (SLR) Service Design Package (SDP) Solution designs Architectures and standards Service level policy, plans and reports Service Level Agreements (SLA) and Operational Level Agreements (OLA) Service Improvement Plan (SIP) Availability policy, plans, design criteria, risk analysis and reports Capacity policy, plans, forecasts and reports Business and IT service continuity policy, strategy, plans, risk and business impact analysis and reports Business and information security policy, strategy, plans, risk analysis, classification, controls and reports Supplier and contracts policy, strategy, plans and reports
Release and Deployment Management Plan deployment of release package Prepare for build test and deployment Build and test Test service and conduct pilot Plan and prepare for deployment Perform and transfer, deployment, and retirement s deployment s early life s Review and close deployment s s s s s s
Change Management s Create and record Request For Change (RFC) s Review RFC s Assess and evaluate change s Authorize change s Plan updates s Coordinate change implementation s Review and close change
Transition Planning and s Define transition strategy s Prepare for service transition s Plan and coordinate service transition s Advice s Provide istration s Monitor and report progress
Service Knowledge Management s Define knowledge management strategy s Transfer knowledge s Manage data and information s Maintenance of Knowledge Items (KIs) s Maintain Service Knowledge Management System (SKMS)
Plan and prepare Build and test Testing and pilots Transfer, deploy, retire Review and close
Service Operation
3 3 3 3 3
Evaluation Management
Key Principles IT services vs. technology components Stability vs. responsiveness Quality vs. cost Reactive vs. proactive Organizational structures Operational health Communication Documentation
s Plan evaluation s Evaluate predicted performance s Evaluate actual performance
Service Asset and Configuration Management s s s s s
Management and planning Configuration identification Configuration control Status ing and reporting Verification and audit
Service Validation and Testing Management s s s s s s s
Manage validation and test Plan and design tests test plan and test designs Prepare test environment Perform tests Evaluate exit criteria and report Clean up test environments and close
Key Documents 2 Service transition policies and 2 2 2 2 2 2 2 2 2 2 2 2 2 2
plans Service Design Package (SDP) Service Acceptance Criteria (SAC) Change and configuration management policy, plans and reports Change schedule CAB agenda and minutes Configuration model Configuration baselines and status reports Release policy, plans, packages and documentation Service quality policy, risk policy, test strategy, test models, test plans and test reports Build plans and documentation Evaluation plans and reports Deployment plans and reports Transition closure report Knowledge management strategy
Request Fulfillment s Select and input details of service request s Approve service request s Fulfill service request s Close service request
Incident Management s s s s s s s s s
Identify incident cident Categorize incident Prioritize incident Carry out initial diagnosis Escalate incident Investigate and diagnose incident Resolve and recover incident Close incident
Access Management Request access request Provide rights Monitor identity status and maintain s, roles and groups s Log and track access s Remove or restrict rights s Maintain directories s s s s
Problem Management s s s s s s s s s s
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
Visit www.ITILTrainingZone.com for more Free Resources and Course Details ITIL® is a ed Trade Mark of the Office of Government Commerce. IT Training Zone LTD is an APMG accredited Training provider
Monitor and control Manage activities Generate metrics Provide reports
3 3 3 3
Event Management s s s s s s s s s
Generate event notification Detect event Filter event Categorize event Correlate events Trigger response Select response Review actions Close event
Functions s Service Desk - Single point of - Local, Central, Virtual, Follow the Sun s IT Operations Management - IT operations control - Console management - Job scheduling - Backup and restore - Print and output - Facilities management s Technical Management - Manage technical knowledge - Plan, implement and maintain stable infrastructure s Applications Management - Manage applications knowledge - Ensure applications are appropriately designed, resilient and effective - Provide resource
Key Documents 2 Service operation policies and 2 2 2 2 2 2 2 2 2 2 2 2 2
plans Event management policy, plans and reports Incident management policy, plans and reports Incident models Major incident procedure Request fulfillment policy, plans and reports Request models Problem management policy, plans and reports Problem models Process manuals Technical documentation Operational procedures and instructions Functional documentation guides
Continual Service Improvement Plan Do Check Act
3 3 3 3
Key Principles Organizational change Service measurement Assessments and benchmarking Governance Deming cycle CSI model
7-Step Improvement Process s s s s s s s
Define what you should measure Define what you can measure Gather data Process data Analyze data Present and use information Implement corrective action
Service Measurement s Develop a service measurement framework s Define what to measure s Set targets s Create a measurement framework grid s Interpret and use metrics s Create scorecards and reports
Service Reporting s s s s
Define reporting policies and rules Collate Translate and apply Publish
Key Documents 2 Continual service improvement policies and plans
2 Corporate and IT vision, mission, goals and objectives
2 Critical Success Factors (CSF) 2 Key Performance Indicators (KPI) 2 2 2 2 2 2 2
and metrics Service level targets Balanced scorecard SWOT analysis Service Improvement Plans (SIP) Business case Reporting policies and rules Reports
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