ITIL

SERVICE Strategy 1. Demand Management = Know your customer and then identify his/her requirements Understand customer requirements Ensure the provision of appropriate level of service Ensure that the Warranty and Utility we offer matches the customer needs Service Portfolio Management = How to bundle/package the services The Service Portfolio represents a complete list of the services managed by a service provider; some of these services are visible to the customers, while others are not. It contains present contract and commitment details, new service development, and ongoing service improvement plans initiated by Continual Service Improvement. It also includes third-party services which are an integral part of service offerings to customers. The Service Portfolio is divided into three phases: Service Pipeline, Service Catalogue, and Retired Services. Financial Management = Getting the Deal ($$$) right It determines the costs of services and provides financial accounting support to ensure expenditures fall within approved plans and that funds are well-spent. SERVICE DESIGN 4. 5. 6. Service Catalogue Management = Services Ready to Use Service Level Management = Negotiate & Agree Service levels with client Availability Management = Ensure IT is working as agreed It is responsible for ensuring application systems are up and available for use according to the conditions of the Service Level Agreements (SLAs). The Availability Management team reviews business process availability requirements and ensures the most cost effective contingency plans are put in place and tested on a regular basis to ensure business needs are met. 7. 8. Capacity Management = Ensure IT is sized in optimum & cost effective manner Capacity Management aims to ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements. Supplier Management = Manage Supplier Relationship & Performance The objective of ITIL Supplier Management is to ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments. 10. Information Security Management = Protect your Data & Information 11. Service Continuity Management = Recover from disaster as per agreed & applicable SLA.

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IT Service Continuity Management (ITSCM) aims to manage risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.

SERVICE TRANSITION 12. 13. 14. 15. Service Asset & Configuration Management = Know what you have Change Management = Minimize the Impact of Change Release & Deployment Management = Bring in the change Carefully Knowledge Management = Gather, Analyze, Store & Share the knowledge

SERVICE OPERATION 16. 17. 18. 19. 20. 21. 22. 23. 24. Service Desk (Function) = Single & the First Point Of Contact IT Operations Management (Function) = Support day-to-day basic level operational activities Technical Management (Function) = Maintain Technical Knowledge & expertise Application Management (Function) = Managing Applications throughout their Lifecycle Incident management = Restore Service ASAP Event Management = Detect Events & decide appropriate Actions Request Fulfillment = Provide a quick response to standard service requests Access Management = Manage the Access to Services Problem Management = Identify Root Cause of the incident(s)

CONTINUAL SERVICE IMPROVEMENT The Continual Service Improvement (CSI) process uses methods from quality management in order to learn from past successes and failures. The CSI process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000. CSI Manager The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services

Process Architect The Process Architect is responsible for maintaining the Process Architecture and making sure that all processes cooperate in a seamless way.

Process Owner A role responsible for ensuring that a process is fit for purpose. The Process Owners responsibilities include sponsorship, design, and continual improvement of the process and its metrics

SERVICE REQUEST A formal request from a user for something to be provided for example, a request for information or advice; to reset a password; or to install a workstation for a new user. The details of a Request for Service are recorded by Request Fulfillments in a Service Request Record. Service Request Model A (Service) Request Model defines specific agreed steps that will be followed for a Service Request of a particular type (or category). Service Request Record A record containing all details of a Service Request. Service Requests are formal requests from a user for something to be provided for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service Request Status Information A message containing the present status of a Service Request, usually sent to a user who earlier requested a service if the resolution time exceeds or is expected to exceed the agreed time frame.

CMDB - (Service Transition) A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs. CMS - (Service Transition) A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases; and may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration Items and their Relationships. The CMS is maintained by Configuration Management and is used by all IT Service Management Processes.

ITIL Service Level Management aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.
1. 2. 3. 4. Maintenance of the SLM structure Identification of Service Requirements Agreements Sign-Off and Service Activation Service Level Monitoring and Reporting