You are on page 1of 2

ITIL V3 PROCESS MODEL

Long Term Business Objectives

SERVICE STRATEGY
Definition of Business Service Requirements Determination of Market Space, IT Policies and Strategies

Business Requirements (Utility)

Service Pipeline Service Catalogue Retired Services

THE BUSINESS

ICE LEVEL AGRE EMEN TS (SLA)

SERV

Specification of Service Portfolio Demand Management Financial Management

EXTERNAL SUPPLIERS
CT
Underpinning Contracts (UC)

SERVICE OPERATION
Service Metrics Recommendations

CONTRA

FUNCTIONS
Service Desk Operations Management - Operations Control - Facilities Management Technical Management Applications Management Lifecycle

OPERA TIONA L LEVEL AGRE EMEN TS (OLA)

CONTINUAL SERVICE IMPROVEMENT

SERVICE DESIGN
Service Level Management - Service Catalogue Management - Supplier Management

Development Process & Technical Metrics


ACT PLAN DO CHECK

Availability Management Process Metrics


Seven-Step Improvement Process Deming Cycle & CSI Model

PROCESSES
Event Management Incident Management Request Fulfilment Problem Management Access Management

ITSCM Capacity Management Information Security Management

Process Metrics Alerts, Warnings (Integrated Tool)

SKMS
CMIS AMIS SCD

SERVICE TRANSITION
Change Management Service Asset and Configuration Management Knowledge Management Service Transition Package (Release) Release and Deployment Management Service Design Package (Warranty)

CHANGE ADVISORY BOARD


Requests for Change Appraisal Approval Schedule

CMS
CMDBs KEDB DML
Abbreviations: SKMS Service Knowledge Management System CMS Configuration Management System CMDB Configuration Management Database AMIS Availability Management Information System

CMIS Capacity Management Information System KEDB Known Error Database SCD Supplier Contract Database ITSCM IT Service Continuity Management

For further details please contact us at:

W: www.ilxgroup.com T: +44 (0)1270 611600 F: +44 (0)1270 628513 E: sales@ilxgroup.com


ILX Group plc. Registered in England & Wales No. 03525870. Registered Office: One London Wall, London, EC2Y 5AB ISBN 978-0-9544884-2-0 Published Nov 2007.

ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The swirl logo is a Trade Mark of the Office of Government Commerce. ILX Group plc. Designed by Mark Haddad, Matt Bovill and Glyn Davies.

SERVICE TRANSITION MANAGER

IT Service Continuity Management

Information Security Management

Service Catalogue Management

SERVICE DESIGN MANAGER

Service Validation and Testing

Release and Deployment Mgt

Knowledge Management

Change Management

Service Desk

A = Process/Function Accountable C = Process/Function Consulted I = Process/Function Informed

ACD AM AMIS ASP

- Automatic Call Distribution - Availability Management - Availability Management Information System - Application Service Provider - Business Capacity Management - Business Continuity Management - Business Continuity Plan - Business Impact Analysis - Business Process Outsourcing - Business Relationship Manager - British Standards Institution - Business Service Management

B
BCM BCM BCP BIA BPO BRM BSI BSM

MoR - Management of Risk MTBF - Mean Time Between Failures MTBSI - Mean Time Between Service Incidents MTRS - Mean Time to Restore Service MTTR - Mean Time to Repair

DOCUMENT / ACTIVITY
Develop and Maintain Business Strategy and Objectives Develop and Maintain IT Strategy and Objectives Develop and Maintain Service Portfolio: Service Pipeline; Retired Services Agree Budget /Forecast future requirements Develop and Maintain Cost Model Develop and Maintain Service Knowledge Management System Build and Maintain Service Catalogue Negotiate and Document Service Level Agreements Negotiate and Document Operational Level Agreements Negotiate and Document Underpinning Contracts Undertake Business Impact Analysis Undertake Risk Analysis Develop and Maintain Business Continuity Plan Develop and Maintain IT Service Continuity Plan Develop and Maintain Availability Plan Develop and Maintain Capacity Plan Develop and Maintain Information Security Policy Build and Maintain Configuration Management System: CMDB; CMIS; ISIS; SCD; KEDB Create Request for Change Record Template Develop and Maintain Standard Change Models Develop and Maintain Release Policy Create Release Record Template Create Roll-out Plan Template Create Training and Communication Plan Template Create Release Build Plan Template Create Back out Plan Template Create Release Test Plan Template Create Release Implementation Plan Template Maintain and Develop DML Index Create Incident Record Template Create Event Record Template

A C C C C C C R C C R R A C C C C C C C C I I C C C C C I I I I I I C R

R A A R R C C C C C C C R C C C C C I I I I I I I I I I I I I I I I C C

C C C C C C C C C C C C C C C C C C I I C I I I I I I I I I I I I I C C

C C C A A C C C C C C C C C C C C C I I I I I I I I I I I I I I I I C C

C R R S S A A A A A A A R A A A A C C C C I I I I I I I I I I I I I R R

R C R C C R R R R C C R R C C C C C C C C I I I I I I I I I I I I I R R

C C R C C R R R C C C C R C C C C C C C C I I I I I I I I I I I I I R R

C C R C C R R R I R C C R C C C C C C C C I I I I I I I I I I I I I R R

C C C C C R C C C C R R R R R C C C C C C I I I I I I I I I I I I I C C

C C C C C R C C C C R R R R R C C C C C C I I I I I I I I I I I I I C C

C C C C C R C C C C R R R R R R C C C C C I I I I I I I I I I I I I C C

C C C C C R C C C C R R R R R C R A C C C I I I I I I I I I I I I I C C

C R R R C R C C C C C C C C C C A R A A A A A A A A A A A I I I I I R R

I I R C C C C C C C I C C C C C C R C C C C C C C C C C C I I I I I C C

I I R C C C C C C C I R C C C C C R R R C C C C C C C C C I I I I I C C

I I R C C C C C C C I R C C C C C R C R R R R R R R R R R I I I I I C C

I I I C C C C C C C I R C C C C C R C C R R R R R R R R R I I I I I C C

Evaluation

USEFUL ITIL ACRONYMS

I I I C C C C C C C I R C C C C C R C C R R R R R R R R R I I I I I C C

I I I C C R C C C C I I C C C C C R C C C C C C C C C C C I I I I I C C

C R R C C C C C C C C C R C C C C R I I I I I I I I I I I A A A A A R R

I I I C C C C C C C C C R C C C C R I I I I I I I I I I I R R R R R R R

I I I C C C C I R C C R R C C C C R I I C I I I I I I I I R R R R R R R

I I I C C C C I R C C R R C C C C R I I C I I I I I I I I R R R R R R R

I I I C C C C I R C C R R C C C C R I I C I I I I I I I I R R R R R R R

I I I C C C C I I I I I I I I I I C I I I I I I I I I I I C C C C C C C

I I I C C C C I I I I I I I I I I C I I I I I I I I I I I C C C C C C C

I I I C C C C I I I I I I I I I I C I I I I I I I I I I I C C C C C C C

I I I C C C C I I I I I I I I I I C I I I I I I I I I I I C C C C C C C

I I I C C C C I I I I I I I I I I C I I I I I I I I I I I C C C C C C C

C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C A A

C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C R R

C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C R R

C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C R R

ROI for CSI

R = Process/Function Responsible

CSI MANAGER

LEGEND

C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C R R

N
NPV - Net Present Value - Office of Government Commerce - Operational Level Agreement - Operational Expenditure - Office of Public Sector Information - Pattern of Business Activity - Prerequisite for Success - Post Implementation Review - Projected Service Availability

O
OGC OLA OPEX OPSI

C
CAB - Change Advisory Board CAB/EC - Change Advisory Board Emergency Committee CAPEX - Capital Expenditure CCM - Component Capacity Management CFIA - Component Failure Impact Analysis CI - Configuration Item CMDB - Configuration Management Database CMIS - Capacity Management Information System CMM - Capability Maturity Model CMMI - Capability Maturity Model Integration CMS - Configuration Management System COTS - Commercial off the Shelf CSF - Critical Success Factor CSI - Continual Service Improvement CSIP - Continual Service Improvement Programme CSP - Core Service Package CTI - Computer Telephony Integration

P
PBA PFS PIR PSA

Q
QA - Quality Assurance QMS - Quality Management System

R
RCA RFC ROI RPO RTO - Root Cause Analysis - Request for Change - Return on Investment - Recovery Point Objective - Recovery Time Objective

S
SAC - Service Acceptance Criteria SACM - Service Asset and Configuration Management SCD - Supplier and Contract Database SCM - Service Capacity Management SFA - Service Failure Analysis SIP - Service Improvement Plan SKMS - Service Knowledge Management System SLA - Service Level Agreement SLM - Service Level Management SLP - Service Level Package SLR - Service Level Requirement SMO - Service Maintenance Objective SoC - Separation of Concerns SOP - Standard Operating Procedures SOR - Statement of Requirements SPI - Service Provider Interface SPM - Service Portfolio Management SPO - Service Provisioning Optimisation SPOF - Single Point of Failure

D
DIKW - Data-to-Information-to-Knowledge -to-Wisdom

E
eSCM-CL - eSourcing Capability Model for Client Organisations eSCM-SP - eSourcing Capability Model for Service Providers

F
FMEA FTA - Failure Modes and Effects Analysis - Fault Tree Analysis - Internal Rate of Return - IT Steering Group - Information Security Management - Information Security Management System - International Organisation for Standardisation - Internet Service Provider - Information Technology - IT Service Continuity Management - IT Service Management - IT Service Management Forum - Interactive Voice Response - Known Error - Known Error Database - Key Performance Indicator - Line of Service

I
IRR ISG ISM ISMS ISO ISP IT ITSCM ITSM ItSMF IVR

T
TCO TCU TO TOR TQM - Total Cost of Ownership - Total Cost of Utilisation - Technical Observation - Terms of Reference - Total Quality Management - Underpinning Contract - User Profile - Vital Business Function - Value on Investment - Work in Progress

U
UC UP

V
VBF VOI

K
KE KEDB KPI

Create Request Record Template Create Problem Record Template Create Known Error Record Template Develop and Maintain Continuous Service Improvement Programme (CSIP) Develop and Maintain Customer Satisfaction Surveys

W
WIP

L
LOS

ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. ISBN 978-0-9544884-2-0 Published Jan 2008.

Business Questions for CSI

Service Level Management

Availability Management

Capacity Management

Applications Management

Operations Management

Technical Management

Financial Management

Demand Management

Problem Management

Supplier Management

Service Measurement

Incident Management

Access Management

W: www.ilxgroup.com T: +44 (0)1270 611600 F: +44 (0)1270 628513 E: sales@ilxgroup.com

7 Step Improvement Process

For further details please contact us at:

Transition Planning and Support

SERVICE OPERATION MANAGER

SERVICE STRATEGY MANAGER

ITIL SERVICE LIFECYCLE PROCESS/RACI REFERENCE MATRIX


Senior Business Management

SERVICE STRATEGY

SERVICE DESIGN

SERVICE TRANSITION

SERVICE OPERATION

CONTINUAL SERVICE IMPROVEMENT

Event Management

Request Fulfilment

Service Reporting

C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C R R