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ITIL® v3 – The big picture

Strategy Risk Financial Key documents

Generation Management Management Service Knowledge Management
Strategy Service objectives,
strategies, policies & plans System (SKMS)
Define the market Analyze risk Valuate Services Service definition,
Determine Develop the offerings Manage risk Model demand classification &
Perspective Develop strategic assets Optimize Service Portfolio visualization
Form a Position Prepare for execution Optimize Service Service Models
Craft a Plan Demand provisioning Option Space
Adopt Patterns of Management Plan Business Impact Analysis
Analyze Service Presentation Layer
action Service Portfolio (BIA)
Market spaces investments Financial Plan
(Internal and/or external) Key principles Analyze and codify Account Business Case
Patterns of Business Comply Patterns of Business Knowledge Processing Layer
Define Activity (PBA) Analyze Variable Cost Activity (PBA)
Service Lifecycle Match User Profiles (UP) Dynamics (VCD)
Analyze User Profiles (UP)
Value: Utility & warranty Develop Service
Approve Service Packages
Service Assets: Packages
Resources & capabilities
Charter Service Level Packages Information Integration Layer
Define Service Level (SLP)
Systems, processes, Packages
roles, units and functions
Service provider types
Value networks
Configuration Management
System (CMS)

Service Service Catalogue Availability Information Key documents

Management Management Security Service
Design Service Design policies Portfolio
Customer segments (Reactive and proactive) Management
and plans
Agree Service definition Service Acceptance
Collect Agree contents Monitor, measure, Produce and maintain
Criteria (SAC) and Service
requirements Produce and maintain analyze, report & review information security policy
Implement security policy
Level Requirements (SLR) Service Catalogue
Analyze Service Catalogue Investigate and instigate Service Design Package
Design Interface with Assess and manage risk Assess and classify Business
stakeholders information assets
Evaluate Implement Solution Designs Service Technical
countermeasures Implement and improve
Procure and/or Architectures & standards Catalogue
Plan and design security controls Service
develop Service Level policy, plans
$ $ Service Level Review and test Monitor and manage
and reports Catalogue
Management security breaches
Service Level Agreements
Key principles Reduce security breaches
(SLA) and Operational
Capacity Perform reviews, audits
Level Agreements (OLA)
Customers Determine requirements and penetration tests
Five design aspects Management Service Improvement Plan
and make SLAs
Service Portfolio Monitor & report (Business, service & (SIP)
design component) Availability policy, plans,
Improve customer IT Service
Definition of satisfaction design criteria, risk
requirements and Continuity analysis and reports
Conduct service review Review current capacity
design of Service Management Capacity policy, plans, Service Operational
Revise SLAs and Improve capacity
solutions underpinning agreements Assess, agree &
forecasts and reports Level Level
Technology and Initiate project Business and IT Service Agreement Agreement
Develop relationships document requirements
architectural design Determine requirements continuity policy, strategy,
Maintain templates Plan new capacity
Process design and produce strategy plans, risk and business
Business Units Measurement design Develop plans and impact analysis & reports
Service Oriented implement strategy Business and information
Supplier Business On going operation security policy, strategy,
Business Service Management Relationship (Invoke the continuity plans, risk analysis,
Management Management plan) classification, controls and
Service Design Models Evaluate reports Supplier & Contract
People, Processes, Establish Manage relationships Supplier and contracts Database (SCD)
Products/Technology and Categorize suppliers and policy, strategy, plans and
Ensure that IT Services
Partners (the 4 Ps) maintain SCD support Business needs reports
Manage performance RACI matrix
Facilitate innovation
Renew and/or terminate Track interactions
CRM Access
Release and Transition Service Asset and Key documents
Service ERP
Deployment Planning and Configuration
Transition Service Transition policies
Management Support Management Users, groups
and plans
Service Design Package SCM & roles
Plan and prepare Plan deployment of Define transition strategy Management and (SDP)
Build and test release package Prepare for Service planning Service Acceptance
Testing and pilots Prepare for build, test and transition Configuration Criteria (SAC)
Transfer, deploy, deployment Plan and coordinate identification Change and Configuration CMDB Definitive
Build and test Service transition Configuration control Management policy, plans Media
retire Advice
Test service and conduct Status accounting and and reports
Review and close pilot Provide administration reporting CMDB Library
Change schedule
Plan and prepare for Monitor and report Verification and audit CMDB (DML)
CAB agenda & minutes
Key principles deployment progress Configuration model
Perform transfer, Configuration baselines
deployment & retirement Service Validation and status reports
Policies for Service Verify deployment Service
Transition Knowledge and Testing Release policy, plans,
Service Releases
Support early life

$ packages and
Managing communi- Review and close Management Management Major, Minor & Emergency
cations and commitment documentation
deployment Service quality policy, risk
Managing organization Review and close service Manage validation and
and stakeholder change Define Knowledge policy, test strategy, test
transition test
Stakeholder management Management strategy models, test plans and test
Plan and design tests
Big bang vs. phased Transfer knowledge reports
Verify test plan and test
Manage data and Build plans and
Projects Push vs. pull Change designs
Automation vs. manual information documentation
Prepare test environment
Service V model Management Use the Service Evaluation plans & reports
Perform tests
Data-Information- Knowledge Management Deployment plans and
Evaluate exit criteria and
Knowledge-Wisdom Create and record
System (SKMS)
reports Change records:
Transition closure report Normal, Standard & Emergency
Request for Change Clean up test
Knowledge Mangement
(RFC) Evaluation environments and close
Review RFC
Assess and evaluate
Authorize change Plan evaluation
Plan updates Evaluate predicted
Coordinate change performance
implementation Evaluate actual
Review and close change performance

Service Request Access Event Key documents

Operation Fulfillment Management Management
Service Operation policies
and plans Incident Event
Select and input details of Request Access Generate Event Event Management policy, Service
Monitor & control Service Request Verify request notification records records
plans and reports Requests
Manage activities Approve Service Request Provide rights Detect Event Incident Management
Generate metrics Fulfill Service Request Monitor identity status Filter Event policy, plans and reports
Provide reports Close Service Request and maintain users, roles Categorize Event Incident Models
and groups Correlate Events Major Incident procedure
User Self-Help
Log and track access Trigger response Request Fulfillment policy,
Key principles
Incident Remove or restrict rights Select response plans and reports
Management Review actions Request Models
IT Services vs. Close Event Problem Management
technology components Problem policy, plans and reports
Stability vs. Identify Incident Management Problem Models Known Error
responsiveness Log Incident Operations and Problem
Information security policy, Database
Quality vs. cost Categorize Incident Technology plans, classification, records
Prioritize Incident Detect Problem (KEDB)
Reactive vs. proactive Management controls and reports
Carry out initial diagnosis Log Problem
Staff Process manuals
Escalate Incident Categorize Problem
Operational health Technical documentation
Investigate and diagnose Prioritize Problem Monitoring and control
Communication Operational procedures
Incident Investigate and diagnose IT Operations control
Documentation and instructions
Resolve and recover Problem Console Management
Find a Workaround Functional documentation
Incident Job Scheduling
Raise a Known Error User guides
Close Incident Backup and Restore
Resolve Problem Print and Output
Close Problem Facilities Management Availability Capacity Information
Functions Review Major Problem Technology Management Management Management Security
Mainframe Information Information Management
Server System System System
Storage and Archive
Directory Services
IT Operations Technical Application Desktop
Service Desk Management Management Management Middleware
Users Internet/Web

Continual Service 7-Step Service Service Reporting Key documents

Improvement Improvement Measurement
Continual Service Improvement policies & plans
Process Define reporting policies Corporate and IT vision, mission, goals and
Develop a Service and rules
Measurement framework objectives
Plan Define what you should Collate
Critical Success Factors (CSF)
Define what to measure
Do measure Translate and apply
Key Performance Indicators (KPI) & Metrics
Set targets
Check Define what you can Publish Service Level Targets
Create a measurement
Act measure Balanced Scorecard
framework grid
Gather data SWOT analysis
Interpret and use metrics
Process data Service Improvement Plans (SIP)
Key principles Analyze data
Create scorecards and
reports Business Case
Present and use Reporting policies & rules
Organizational change information
Clear ownership, roles, Reports
Implement corrective
and responsibilities action
Service measurement
Assessments and +45 40 19 14 64
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