Itil 2011 Process Model
Itil 2011 Process Model
Itil 2011 Process Model
SERVICE STRATEGY
Strategy Management for IT Services Financial Management for IT Services Service Portfolio Management Business Relationship Management Demand Management
THE BUSINESS
EXTERNAL SUPPLIERS
CONTRA CT
Underpinning Agreements Contracts
SERVICE OPERATION
FUNCTIONS
Service Reporting
OPERA TIONA L LEVEL AGRE EMEN TS (OLA)
Service Desk - Local - Centralized - Virtual - Follow the sun Operations Management - IT Operations Control - Facilities Management Technical Management Application Management Lifecycle
7 Step Improvement Process Models and Techniques Deming Cycle CSI Approach
ACT CHECK
PLAN DO
SERVICE DESIGN
Design Coordination Relationship Processes Service Level Management Service Catalogue Management Supplier Management Warranty Processes Availability Management Capacity Management ITSCM Information Security Management
PROCESSES
Event Management - Information - Alerts - Warning - Exception Incident Management Request Fulfilment Problem Management - Proactive - Reactive Access Management
Baseline assessments
Who? How? When? Criteria to evaluate integrity of data Operational goals Service measurement
Process Metrics
Measurable targets
6. Present and use the information
Information
Process Metrics
SERVICE TRANSITION
Transition Planning and Support Service Asset and Configuration Management Change Management Change Evaluation Release and Deployment Management Knowledge Management Service Validation and Testing
SKMS
CMIS AMIS SCMIS ISMS
Release Package
Service Design Package (Warranty)
CMS
CMDBs KEDB DML
Abbreviations: SKMS Service Knowledge Management System CMS Configuration Management System CMDB Configuration Management Database AMIS Availability Management Information System ISMS Information Security Management System CMIS Capacity Management Information System KEDB Known Error Database SCMIS Supplier & Contract Management Information System ITSCM IT Service Continuity Management
Assist Change Manager with assessing emergency changes Subset of CAB membership
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