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ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES

SERVICE SUPPORT
User requested changes
Temporary fixes

DEVELOPMENT
USERS

Recent changes

Events Incident Multiple or


serious
Problem Requests
for
Change Multiple,
related or complex
Release
Requests
Enquiries Management incidents Management change Management change Management
Record Problem Control Log / Filter Policy
/
Work-arounds Classify - Identify, classify, Categorise ards Schedule
Advice & guidance
Classifications
solve, raise KE ject boboards
General information Investigate Assess Prosiness Design / develop
Error Control bu
Resolve Authorise Build
- Review KEs
Close Proactive Pr. Mgmt. Schedule Test
Res
olu - Analyse trends Build Change and Accept
tion release work
Monitoring s FSC Test Plan Rollout
together
SERVICE DESK Escalation Implement Distribute / install
- Activate
KEdb Review CAB
RFW PSA
DHS DSL
Configuration
Management
Plan
Identify
Control Strategic
Resolutions
Customer Issues

Status accounting

Impact assessment
Audit / verification Availability & Capacity
Problems

RFC's
Key to abbreviations
CI Info CI Info
CI Updates CI Updates CAB Change Advisory Board
CMDB CI Configuration Item
CMDB Configuration Management
Database
DHS Definitive Hardware Store
DSL Definitive Software Library
CI Updates
CI Info

FSC Forward Schedule of Change


KEdb Known Error Database
PSA Projected Service Availabuility
RFW Request for Work

SERVICE DELIVERY
Service Level Availability Capacity IT Service Financial
Management Management Management Continuity Management Management

Incident Configuration Problem Change Release


Management Management Management Management Management

SERVICE SUPPORT
assessment
CI Info

Impact
CI Updates
Customer Issues

RFC's

DEVELOPMENT
CUSTOMERS

SL targets
Achievements
SERVICE DELIVERY
SL targets
Achievements

Service Level Availability Capacity Financial


Management Management Management Management

Establish SLRs Analyse weakness Business, Service and Budgeting


Catalogue Services Availability - CRAMM, FTA, CFIA Technical aspects - Cost types, codes
requirements
Address shortfalls Iterative activities - Capital / Revenue
Draft SLAs
Business - SOA, TOP - Monitor, analyse, tune, - Fixed & variable
requirements - Review OLAs, Contracts Performance
& SLRs
requirements Continuous improvement implement Accounting
Negotiate, agree
- work with Incident and Demand Management - Cost table
Financial
Monitor, report requirements Problem Management - Financial, physical - Direct, indirect
Review Design to meet SLRs - Unabsorbed overheads
Modelling
- Availability, Reliability, - Analytical, simulation, - TCO, Return on investment
Maintainability, Security, trending Charging
Contracts with Serviceability Application sizing - Fair, simple, realistic
OLAs with Security
requirements
Continuity

external suppliers internal suppliers Management (as for modelling but wider - Cost, cost plus, market rate,
scope and often in notional
development arena) CDB
Risk
reduction
IT Service Continuity
Management Requirements for new systems & services
Initiate
Continuity Assess risks
Courtesy John Mather, Mark Haddad - Key Skills Associates

requirements
- CRAMM
- Countermeasures Key to abbreviations
Develop plans CDB Capacity Database SLA Service Level Agreement
- Options; Gradual, CFIA Component Failure Impact Analysis SLR Service Level Requirement
BCM CRAMM Risk Analysis & Mgmt Methodology SOA Service Outage Analysis
Intermediate, Immediate
FTA Fault Tree Analysis TCO Total Cost of Ownership
Operational Management Continuity OLA Operational Level Agreement TOP Technical Observation Post
- Testing, Training, Awareness, requirements
Review, Change, Assurance Risk reduction

ISBN: 978-0-9544884-2-0 www.ilxgroup.com - Company Information


Published July 2006. ITIL
R

is a registered Trade Mark, and a Registered


ILX Group - Leaders in eLearning, www.itiltraining.com - ITIL Training Options
To order further copies, please e-mail Community Trade Mark of the OfÞce of Blended and Classroom www.prince2.com - Everything PRINCE2
TM

sales@bestpracticebookstore.com Government Commerce, and is Registered


or call +44 (0) 1270 611600 in the US Patent and Trademark OfÞce.
ITIL Training Solutions sales@ilxgroup.com - General Enquiries
Tel - +44 (0) 1270 611600

ITIL map.indd 1 25/07/2006 21:00:46


ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES
INCIDENT PROBLEM CHANGE RELEASE CONFIGURATION
MANAGEMENT MANAGEMENT MANAGEMENT MANAGEMENT MANAGEMENT

Change Approval/Authorisation (CAB)

Release Design / Development


Problem IdentiÞcation & Recording
Initial ClassiÞcation & Support

Problem Investigation & Diagnosis


Error IdentiÞcation & Recording
Incident Investigation & Diagnosis
Incident Detecting & Recording

Change Financial Assessment


CHANGE MANAGEMENT
Recording Error Resolution

Change Impact Assessment

CONFIGURATION MANAGER
Change Logging & Filtering
PROCESS FUNCTION

Change Implementation
INCIDENT MANAGER
USERS / CUSTOMERS

Resolution & Recovery

PROBLEM MANAGER

Change Categorization

RELEASE MANAGER
Change Prioritization
Problem ClassiÞcation

CI Status Accounting
Release Distribution
Release Installation
Change Scheduling

CMDB VeriÞcation
Error Assessment

Release Planning

Release Roll-out
Service Request

CI IdentiÞcation
Change Building
SERVICE DESK

CMDB Control
Change Review

Release Testing
Change Testing

Release Build
DOCUMENT / ACTIVITY IM1 IM2 IM3 IM4 IM5 PM1 PM2 PM3 PM4 PM5 PM6 CHM1 CHM2 CHM3 CHM4 CHM5 CHM6 CHM7 CHM8 CHM9 CHM10 CHM11 RM2 RM3 RM4 RM5 RM6 RM7 RM8 COM2 COM3 COM4 COM5

Standard Service Request R A R C S C S R R R R S S S R R S S C S S S S S S S S S


Incident Record R A R R S C R R S S S S S S S C C C C C I I S S S S S S S
Incident Closure R A S C R R S S S S S S S C C C C C I I S S C S S C C C S S S S S
Request for Change (Workarounds) R R R C R R S S S S S S S A R R R R R R R R R R R C R R R R R R R R S S S S
Incident Mgmt Process Audit A C C C C C S C C C C C C
Problem Record S S S S A R R R C C C C C C C S S S S S
Known Error Record S S C C C C A C R C C R R C C C C C C C R R R R R S S S S S
Request for Change (Problems) S S S R R R R A R R R R R R R R R R S S S S S
Error Closure R C R R R A C R R R C R R R R C R R R R R R R S S S S S
Trend Analysis S C C C C C C A C C C C C C C C C C S S S S S
Problem Mgmt Process Audit A C C C C C C
Forward Schedule of Change S I I I A S S R S R R C C C R R R R R S S S S S
Projected Service Availability S I I I A S S R S R R C C C R R R R R S S S S S
Model Change Template I I I C C C C C A S S S S S S S S S S S S S S S S S S
CAB Agenda I I I I A S S S S S S S S S
CAB Minutes I I I I A I S S S S S
Change Closure S I I S I S S S A S S S S S S S S S S S S S S S S S S S S S S S S
Change Record S I I C C C C A R R R R R R R R R R R S S S S S S S S S S S S S
Change Mgmt Process Audit A C C C C C C C C C C
Release Policy I I I I S S S S A S R C C C C C C S S S S S
Release Record S I I I S S S S S S A S R R R R R R R S S S S S
Roll-out Plan S I I I S S S S S S A S C C R C C C C S S S S S
Training and Communication Plan R C I I C C C C C C A C C C R C C C C S S S S S
Build Plan S A C C C R C C C S S S S S
Test Plan S A C C C S R C C S S S S S
Implementation Plan S I I I S S S S C C C S A C C C S S R R S S S S S
DSL Index I I I I C C C C C C A C C C S S R R S S S S S
DHS Index I I I I C C C C C C A C C C S S R R S S S S S
Document Library Index C C C C C A C C C S S R R S S S S S
Release Mgmt Process Audit A C C C C C C C
ConÞguration Planning S C C C C A R R R R
CMDB VeriÞcation Reports I I I A R R R R
ConÞguration Item Records R C R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R R A R R R R
ConÞguration Mgmt Process Audit A C C C C

SERVICE LEVEL AVAILABILITY IT SERVICE CAPACITY FINANCIAL


MANAGEMENT MANAGEMENT CONTINUITY MANAGEMENT MANAGEMENT MANAGEMENT
Implementing Standby-Arrangements
Implementing Risk Reduction Measures
Performing Service Outage Analysis

Ongoing Operational Management


IT SERVICE CONTINUITY MANAGER
Initiating Business Continuity Mgmt
Establishing Underpinning Contracts

Developing IT Recovery Strategy


Performing Business Impact Analysis
Developing Service Catalogue
SERVICE LEVEL MANAGER

Performing Risk Assessment


AVAILABILITY MANAGER
Establishing Business SLRs

Monitoring Service Levels

Reviewing Service Levels


Reporting Service Levels

Instigating CSIP Actions

Performance Monitoring
Testing Recovery Plans

Demand Management

FINANCIAL MANAGER
CAPACITY MANAGER
Establishing OLAs

Application Sizing
CUSTOMERS

Risk Assessment

For an online
Drafting SLAs

demonstration of the
PROCESS

Accounting
Budgeting
Modelling

ITIL eLearning course


Charging

visit www.keylms.com/
itilprodemo
DOCUMENT / PRODUCT SM1 SM2 SM3 SM4 SM5 SM6 SM7 SM8 SM9 AM1 AM2 AM3 AM4 DR1 DR2 DR3 DR4 DR5 DR6 CP1 CP2 CP3 CP4 FM1 FM2 FM3
Service Catalogue C A R C C C
For a free quotation
Business Plans R A S S C S C C C C S C C C C C C C C C C C C C C C C C C C C C
please email:
Business SLR’s R A S R S S C C C S C C C C C C C C C C C C C C C C C C C C C C
OLA’s C A S S R S S S S S S S S S S S S S S S S S S S S S S S C C C C
sales@ilxgroup.com
Underpinning Contracts C A C S S S S S S R S S S S S S S S S S S S S S S S S S C C C C
SLA’s R A S S S R C C C S S S S S S S S S S S S S S S S S S S C C C C
Service Review Reports R A C C S S S R R S S C C C C
RFC’s (CSIP) S A C C C C C R S S S S S S S S S S S S S S S S C
SLM Process Audit R A C C C C C C C C C
Capacity Plan / Forecasts I S C C C C C C C S S S S S S A C S S R S S S S S S C
Capacity Monitoring Reports I C C C S S S C C C C C C C A C C C S S S S C C C C
Modelling Results I C C C C C C C A C C S S R S C C C C
Workload Analysis I C C C C C C C A C C S S S S C C C C
Cap Man Process Audit A C C C C
Availbility Forecasts C C S S S S S S A S S S S S S S S C C S S S S S C C C C
CFIA I C S S S S A S S S S S S S C C C C C C C C C
FTA I C S S S S A S S S S S S S C C C C C C C C C
Service Outage Analysis I C S S S S A S S S S C C C C C C C C C C C C C
TOP Report C S S S S A S S S S C C C C C C C C C C C C C
Security Policy I S C C C C C A S S S S S S S S S C C C C C C C C C
Availability Plan I C C C C C C A S S S S S S S S S C S S C C C C C C
Av Man Process Audit A C C C C
Business Continuity Plan R R S S S S S S S S S S S S S S A R S S S S S C C C S S C C C C
CRAMM Report I S S C C C C S S S S S A S S R S S S C C C S C C C C C
Business Impact Analysis R S S C C C C S S S S S A S R S S S S C C C S S C C C C
IT Disaster Recovery Plan S S S S S C C C S S S S S A S S S R R S C C C C C C C C C
DR Processes C C C C C C C C C C S S S S S A S S S R R S C C C C C C C C C
DR Test Plan C C C C C C C C C C S S S S S A S S S R R R C C C C C C C C C
DR Training Plan C C C C C C C C C C S S S S S A S S S S R R C C C C C C C C C
ITSCM Process Audit A C C C C C C Key to abbreviations
Budget / Balance Sheet S S S S C C C C C C C C C C C C C C C C C C C C A R S C A Process / Function Accountable
Cost Models I I I I I A S R C R Process / Function Responsible
Investment Analysis (ROI/ROCE) R C S S C C C I I I A S S S S Process / Function Supporting
Charging Policy C I S S C C C I I I A C C R C Process / Function Consulted
Charging Model C C S S C C C I I I A C C R I Process / Function Informed
Fin Man Process Audit A C C C
ISBN: 978-0-9544884-2-0 www.ilxgroup.com - Company Information
Published July 2006. ITIL
R

is a registered Trade Mark, and a Registered


ILX Group - Leaders in eLearning, www.itiltraining.com - ITIL Training Options
To order further copies, please e-mail Community Trade Mark of the OfÞce of Blended and Classroom www.prince2.com - Everything PRINCE2
TM

sales@bestpracticebookstore.com Government Commerce, and is Registered


or call +44 (0) 1270 611600 in the US Patent and Trademark OfÞce.
ITIL Training Solutions sales@ilxgroup.com - General Enquiries
Tel - +44 (0) 1270 611600

ITIL map.indd 2 25/07/2006 21:01:04