4Ps

Strategy
Vision
Policies
Plans
Actions

Strategic Assessment
Strategy Generation
Strategy Execution

People
Process
Products
Partners

Policies & methods

Plan resources
Manage Risks and Issues
Plan
Coordinate
Monitor
Review

Business
Continuity
Management

Service Design

Design Coordination

Strategy Management
for IT Services
Strategy
Tactics
Operation

Process
Service
management
Measurement

Design
policies

IT Service Continuity
Management
Initiation
Requirements & strategy
Implementation
Operational management
- tests, reviews, audits,
education, assurance
Invocation

Transition Planning &

Support

nced
Bala

Self-limiting

Time

Business Impact
Analysis (BIA)

Knowledge strategy
Knowledge transfer
Information management
Develop SKMS
- Information integration
- Knowledge processing
- Presentation
Release
Policy

Technical
Management

Application
Management

Knowledge
Management

Develop release policy

Plan & support
Manage progress
Manage changes & risks
Quality review of plans
Tool selection
Communication

Impact on
business

Critical
services

Service Operation

Service Transition

Business
Continuity
Plans

IT Service
Continuity
Plans

nent
ial

5 Aspects of
Design
Service solution
Technology

Expo

Service
Strategy

Requirements
Design
Build
Deploy
Operate
Optimize

Data

Mainframe
Server
Network
Storage
Database

Requirements
Design

Optimize

Build

Operate

Information

Deploy

Knowledge
Wisdom

Service Portfolio
Management
SKMS
Service
Portfolio

Define
Analyze
Approve
Charter
Design
Build & test
Release
Operate
Retire

Service
Pipeline
Service
Catalogue

Business
Case

Service Catalogue
Management
Define service template
Document services
Business services
Technical services including
3rd party (contractual)
Maintain service catalogue

Information Security
Management
Set & enforce security policy
Monitor & report breaches
Assess & report risks and
vulnerabilities
Threat
Impose controls

Information
Security
Policy

SKMS

Incident

SLRs

Marketing
Selling
Delivery

SLAs
Customer
Portfiolio

Opportunity
Request for change
Complaint
Compliment

Availability
Management

Document & agree

- SLRs, SLAs, OLAs
Monitor & report
Review service
Conduct SIPs
Develop relationships
Ensure customer satisfaction

Monitor & report availability

Investigate and remedy
unavailability
Risk assessment &
management
Plan & design availability
Implement countermeasures
Review & plan availability

Service
Operations

OLAs

Supplier
Management

SKMS
Supplier & Contract
Management
information
System (SCMIS)

Service valuation
Service costing
Chargeback
Funds

Contracts

Value
Resources
Output
ROI accounting

Service Level
Management

Operation,
monitoring,
review

Financial
Management

Service
Operations

Service
Operations
Monitoring,
reporting,
tools

Service
Design
Package
(SDP)

Service
Acceptance
Criteria
(SAC)

Projected
Service
Outage
(PSO)

Availability
Management
Information
System
(AMIS)

Change
Management
Request
for
Change
(RFC)

Service
Failure
Analysis

Change
Schedule

Availability
Plan

Contract
operation,
review

Standard
Normal
Emergency
Change models
Remediation

7Rs
Raised
Reason
Change Advisory
Return
Board (CAB)

Service
Improvement
Plan (SIP)

Demand Pattern

Capacity
Management
Information
System
(CMIS)

Service Validation
& Testing
Manage tests
Plan & design tests
Prepare test environments
Perform tests
Evaluate exit criteria
Cleanup

Capacity
Plan

Monitoring,
thresholds,
exceptions,
tools

SKMS

CSI
Register

Service
Process

Added
Value

Incident
Management

Push vs. pull

Staging, phasing
Automation
Licences and IP

SWEDEN

GERMANY

+46 8 626 42 40
info@materna.se
http://www.materna.se

+49 231 5599-00

training@materna.de
http://www.materna.de

ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.
M_o_R is a registered trade mark of AXELOS Limited.

E
v
e
n
t
s

Notification
Detection
Filtering
Correlation
Further Action Required
Response
Information
Warning
Exception

Service
Desk

Change Evaluation
Test
Plans

Event
Management

Identify & log

Categorize & prioritize
Initial investigation
Resolution
Recovery
Closure
Urgency & impact
Functional escalation
Hierarchic escalation

Incidents

IT Operations
Management

Single point of contact

First-line support
Escalation
Communication
Satisfaction surveys
Management information

Evaluation
Continuity
Reports
Continuity

Plans
Plan
Plans
Interim
Evaluate predicted
Evaluation
Continuity
Continuity
performance
Reports
Plans
Plans
Interim report
Evaluate actual performance
Evaluation report

Local / Central / Virtual

Skilled / unskilled
Insource / Outsource

Vision
Objectives

IT Operations
Control
- Console
management
- Job
scheduling
- Backup
- Restore
- Print

Facilities
Management
- Data centers
- Recovery sites
- Consolidation
- Contracts

Customer
Service A

Service
Reports

Service B
Service C

1 2 3

4 5 6 7 8

Continual Service Improvement

Goals
CSFs

ITIL Learning Path

KPIs

Service D
Service E

Intermediate Lifecycle [3]

Metrics

Service F

Measurements

http://www.materna.se
Materna 2014, unless otherwise stated.
Version 4.0.0

www.twitter.com/MaternaSverige
www.youtube.com/user/MaternaSverige

Foundation [2]

Process

Plan
Prepare for build, test, deploy
Build & test
Test service and run pilot
Deploy
Verify
Provide early life support
Review

s
ue

Plan

Service
Acceptance
Criteria
(SAC)

Metrics

Service G

Iss

Verify identity
Provide rights
Identity status
Tracking
Removal or restriction

Service Strategy (SS)

Service Design (SD)
Service Transition (ST)
Service Operation (SO)
Continual Service Improvement (CSI)

Intermediate Capability [4]

Service Offerings and Agreements (SOA)
Planning, Protecting and Optimizing (PPO)
Release, Control and Validation (RCV)
Operational Support and Analysis (OSA)

Managing Across the

Lifecycle (MALC) [5]

Business and IT alignment

Identify Strategy for
Improvement
Choose measurements
Gather data
Process data
Analyze information & data
Present assessment
Implement improvement

Delivery Schedule

Re
gis
ter

Risks
Resources
Responsible
Relationship

Seven-step
Improvement
Process

Understand Patterns of
Business Activity (PBA)
Understand demand
Manage strategic supply and
demand

y
lic
Po

Record/Review
Proposals
Assess/evaluate
Authorize
Coordinate
Review

Capacity
Management
Trending & modelling
Budgeting & planning
upgrades
Tuning & optimization
Monitoring & reporting
performance
Demand management
Application sizing
Service
Operations

Access
Management

Known
Errors

Release & Deployment

Management

Service
Catalogue

Standard change
Change models
Standard deployment
Automation

Known Error records

Release
Package

SKMS

Demand
Management

Management
of Risk
M_o_R

Known
Error
Database
(KEDB)

Definitive
Media
Library
(DML)

SKMS
Supplier strategy & policy
Evaluation of suppliers &
contracts
Establishment of suppliers &
contracts
Review, renewal, termination
Categorization of suppliers
and contracts
Service
Maintenance
Operations
of SCMIS

Manage
budgets

Business
Process

Configuration
Management
Databases
(CMDBs)

Menu
Authorization
Fulfilment

Problems

Control

Business Relationship
Management

Configuration
Management
System (CMS)

Requests

Detect & log

Categorize & prioritize
Diagnosis
Workaround
Resolution

Damage

Retired Services

Service
Level
Package
(SLP)

SKMS
CMS

Plan
- CMS, CIs, baselines
Identify CIs
Control CIs
Account for CI status
Verify & audit CMS

Security
Management
Information
System
(SMIS)

Request
Fulfilment

Problem
Management

Service Knowledge
Management System
(SKMS)

Service Asset &

Configuration
Management

Directories
Desktop
Middleware
Internet /
intranet /
web

ITIL
Expert
[min 22]

[ credits / training ]

Based on AXELOS ITIL material. Material is reproduced under licence from AXELOS.

Service Strategy

IT strategy/
steering
group

Service Design

Chief Information
officer (CIO)
SS
Responsible for overall
balance of IT investments
Ensuring that IT operates
according to corporate
governance

Strategy management
for IT services
process manager
SS 6.8.5.2
Define IT Strategy to
underpin business
strategy
Implement and operate IT
Strategy

Service Transition

Service design
manager

Service transition
manager

SD 6.2.3
Process owner for SD
processes
Part of Service
Management office

Design coordination
process manager

SS 6.8.6.3
Implement and operate
ITSM processes
Drive ITSM improvement
initiaties
Run Service
Management Office

Availability
management process
manager

SD 6.3.5.1
Ensure strategy is
reflected in design
Ensure consistent design
Coordinate all design
activities and resources
Produce SDPs

SD 6.3.8.2
Ensure services perform
as agreed.
Design new services are
designed according to
requirements
Proactively improve av.

Business relationship
management process
manager

Service portfolio
management process
manager

Service catalogue
management process
manager

IT service continuity
management process
manager

SS 6.8.8.3
Identify customer needs
and match to portfolio
Establish and maintain
relationship to customer
Ensure customer
satisfaction

SS 6.8.7.2
Manage and maintain
service portfolio
Market portfolio
Manage processes to
keep portfolio up to date
and attractive

SD 6.3.6.2
Ensure all services are
recorded in catalogue
Ensure that catalogue is
up to date and aligned
with portfolio and CMS

SD 6.3.10.2
Perform business impact
analysis
Align with Business
continuity management
Develop continuity
strategy and plans

Transition planning
and support process
manager
ST 6.4.5.3
Manage and coordinate
function involved in ST
Coordinate all transition
activities and resources
Ensure final delivery
meets SDP specification

Transition planning
and support
practitioner
ST 6.4.5.4
Maintain and integrate
plans for transitions
Maintain and monitor
progress and risks
Maintain records and
communicate

Change authority

Business relationship
manager

SS 6.8.11
Promote sourcing
strategy
Develop sourcing
strategy with CIO
Coordinate toward goals

SS 6.8.8.1
Manage relationship with
specific customer
Can be combined with
Service Level manager

Financial mgmt for IT

services process
manager
SS 6.8.9.2
Create and manage
budged and initiate
corrective actions
Formulate and manage
recharging systems
Identify value for money

Budget holders
SS 6.8.9.3
Submit budget estimate
Manage budget on
ongoing basis
Report on budget
activites and outcomes

Generic
Roles

Contract manager
SS 6.8.11
Contract creation and
management
Conflict resolution
Service definition and
management

Service level
management process
manager
SD 6.3.7.2
Collect and document
SLR
Negotiate and agree SLA
Align SLA with OLAs and
contracts
Initiate improvements

SD 6.3.12.2
Underpin SLAs with
contracts
Ensure value for money
from IT suppliers
Review contracts and
supplier performance

SD 6.3.13.2
Design new services
Map all processes
Design IT architecture
and set policies
Design for all 5 aspects of
service design

SS 6.8.10.2
Determine Patterns of
business activity (PBA)
to understand demand
Define user profiles
Help design services to
meet PBA

SD 6.3.9.2
Match capacity to
demand and optimize
existing capacity
Size new services
Forcast future capacity
needs

SS 6.8.1
Ensure service delivery
meet customer
requirements
Representing the service
Identify improvement
opportunities

SD 6.3.11.2
Create, maintain,
implement and enforce
IT security policy
Design security controls,
monitor breaches and
handle security incidents

IT designer / architect

Capacity
management process
manager

Service owner

Information security
management process
manager

Supplier management
process manager

Demand management
process manager

Process owner
SS 6.8.2
Sponsor process
Set process strategy
Define policies and
standards
Provide resources
Review improvements

ITIL is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited.
M_o_R is a registered trade mark of AXELOS Limited.

Service operation
Manager
SO 6.10
Process owner for SO
processes
Part of Service
management office

ST 6.2.1 / 6.4.5.1
Process owner for ST
processes
Part of Service
Management office

Service management
director

Chief sourcing officer

(CSO)

Service Operation

ST 6.5.6.5
Review relevant RFCs
Authorise changes at
agree points
Participate in reviews
Attend CAB meetings

Release &
deployment mgmt
process manager

Change management
process manager
ST 6.4.6.2
Planning and managing
support for process and
tools
Maintaining change
schedule and PSO

Change initiator
ST 6.4.6.3
Identify requirements
Submit change proposal
Submit RFC
Provide further info
Assist in reviewing before
closure

ST 6.4.6.7
Decide attendees
Plan, schedule, manage
& chair meetings
Convene emergency
CAB when needed

Request fulfilment
process manager

SO 6.7.5.2
Driving efficiency and
effectiveness of IM
Coordinating interfaces to
other processes
Managing major incidents
Managing tools

SO 6.7.10.1
Manage SD resources
and activities
Act as escalation point
Attend CAB meetings
Monitor and report on SD
performance

Service desk
supervisor

Request fulfilment
analyst

Technical analyst
/ architect
SS 6.7.11.2
Determine needs from
users and stakeholders
Define and maintain
knowledge about systems
Ensure performance of
infrastructure

Release packaging
and build practitioner

Configuration analyst

First line analyst

ST 6.4.8.3
Establish final release
including knowledge
Build & test release
Report Known Errors
Provide input for DML
checkin authorization

ST 6.4.7.3
Propose scope for SACM
Define structure of CMS
Support in creating
process & procedures
Perform audits of
configuration data

SO 6.7.5.3
Record and analyze and
route incidents as needed
Provide ownership,
monitor tracking of inc.
Escalate as needed

SO 6.7.10.2
Ensuring correct staffing
and skill levels
Act as escalation point
Arrange staff training and
awareness
Liaising with Change M.

SO 6.7.7.3
End-to-end responsibility
for handling requests
Communicating and
escalating
Ensuring requests are
logged.

Configuration
librarian

Second line analyst

Service desk analyst

Access management
process manager

SO 6.7.10.3
Provide 1st line support
Taking calls
Handling incidents and
requests

SO 6.7.9.2
Manage support for
process and tools
Coordinate interfaces to
other processes

Deployment
practitioner
ST 6.4.8.4
Carry out physical
delivery of deployment
Coordinate training and
documentation.
Provide feedback on
effectiveness of release

Early life support

practitioner

ST 6.4.9.2
Design and plan test
conditions, scripts and
test data sets
Verify test results
Manage test
environments

Service desk
manager

ST 6.4.7.2
Accountability for
stewardship of IT fixed
assets
Ensuring config data
available when and
where its needed

Service validation &

testing process
manager

CAB chair

Incident management
process manager

ST 6.4.8.2
Coordinate resources to
build, test & deploy
Plan and manage support
for tools and process
Ensure Change
authorization

Change Practitioner
ST 6.4.6.4
Verify that RFCs are
completed
Submit to change
authorities
Monitor and review build
& test activities

SACM process
manager

ST 6.4.7.4
Create and maintain CI
records
Maintain and provide CI
status information
Assist in performing
configuration audits

Knowledge
management process
manager

ST 6.4.8.5
Ensure delivery of
support documentation
Provide support to assist
Service Desk
Adapt and perfect
elements for final release

ST 6.4.11.2
Ensuring knowledge is
made available
Supporting tools
Encouraging people to
contribute knowledge to
SKMS

SO 6.7.5.4
Similar to First line
analyst
Additional time to spend
on incidents
Locate close to 1st line

Third line analyst

Super user

SO 6.7.5.5
Specialist support groups
Handle complicated timeconsuming incidents

SO 6.7.10.4
Facilitate communication
between users and SD
Support for minor inc.
Staff training
Involved in new releases
and deployments

CAB member

Service validation &

testing practitioner

Build and test

environment manager

Knowledge
management process
practitioner

Problem management
process manager

Applications manager
/ team leader

ST 6.4.6.6
Attend CABs
Review RFCs and make
recomendations
Review Change schedule
and identify conflicts

ST 6.4.9.3
Conducting tests
Recording, analyzing and
managing test events and
incidents, and performing
retests
Administering test assets

ST 6.4.8.6
Ensuring release built to
specification
Ensuring components are
from controlled sources
Building and maintaining
test environments

ST 6.4.11.3
Identify, control and store
information
Monitor information for
correctness
Ensure single source of
truth

SO 6.7.6.2
Liaising with resolution
groups to ensure swift
resolutions
Ownership and
maintenance of KEDB
Gatekeeper for KEs

SO 6.7.13.1
Leadship and control for
application team
Ensure staffing skills
Ongoing communication
on application
performance

Change evaluation
process manager

Change evaluation
process practitioner

SO 6.7.7.2
Planning and
management for tools
and process
Ensuring requests are
handling according to
SLAs

Event management
process manager
SO 6.7.8.2
Planning and
management for tools
and processes
Coordinate interfaces to
other processes

Shift leader
SO 6.7.12.2
Take leadership for IT
operations during shift
Ensure activities are
satisfactorily performed
Liaising with other shift
leaders

Technical manager
/ team leader
SO 6.7.11.1
Provide leadership in
specific technical area
Ensure staff training,
awareness and skills
Perform line management
for team

Technical operator
SO 6.7.11.3
Day-to-day operational
tasks
Usually delegated to IT
operations team

IT operations
Manager
SO 6.7.12.1
Provide leadership for IT
operations team
Report on IT operations
issues
Line-management for
team

IT operations analyst
SO 6.7.12.3
Determine most effective
and efficient way to
perform operations
Define backup strategy
and schedule

IT planner
SD 6.3.13.1
Create and implement
plans based on IT
strategy
Assume responsibility for
standards and policies

Process manager
SS 6.8.3
Plan and coordinate
process activities
Manage roles and
resources
Monitor process
performance

ST 6.4.10.2
Planning and
coordinating resources
needed to evaluate
changes
Ensure timely report
delivery

Process practitioner
SS 6.8.4
Carry out activities in
process
Creating and updating
records

Knowledge creator

ST 6.4.10.3
Develop evaluation plans
Establish risks and issues
associated with all
aspects of transition
Creating evaluation
reports

RACI
SD 3.7.4.1
Responsible
Accountable
Consulted
Informed

ST 6.4.11.4
Create knowledge
Share knowledge
Carried out by many
different people in the
organisation

Role
SD 6.3
A role is a set of
responsibilities,
activities and
authorities granted
to a person or a
team.

Materna 2014, unless otherwise stated.

Version 4.0.0

Continual
Service
Improvement

Problem analyst
SO 6.7.6.3
Analyzing, investigating
and resolving problems
Raising RFCs as needed
Update KEDB
Assist with major
incidents

Applications analyst
/ architect
SO 6.7.13.2
Determine needs from
users and stakeholders
Ensure design match
needs for operations
Generate test
requirements

CSI manager
CSI 6.3.5
Develop CSI domain
Ensure tools and
processes are in place
Ensure CSI activitites are
coordinated across
lifecycle

IT operator
SO 6.7.12.4
Perform backups
Monitor job queues,
printer queues
Run scheduled jobs
Physical installation in DC

Seven-step
improvement process
manager
CSI 6.3.6.2
Maintain CSI register
Coordinate interface to
other processes
Planning and
management of process
and tools

Reporting analyst
CSI 6.3.6.3
Consolidate data from
multiple sources
Produce trends and
provide feedback
Produce reports on OLAs
and SLAs

Based on AXELOS ITIL material. Material is reproduced under licence from AXELOS.