Itil Process Model Uk
Itil Process Model Uk
Itil Process Model Uk
SERV
ICE
LEVEL
AGRE
EMEN
TS
(SLA)
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
Demand Management
Development
Process &
Technical
Metrics
Event Management
- Information
- Alerts
- Warning
- Exception
Incident Management
Request Fulfilment
Problem Management
- Proactive
- Reactive
Access Management
EXTERNAL
SUPPLIERS
7 Step Improvement
Process
Models and
Techniques
ACT
PLAN
CHECK
DO
CSI Approach
Business IT
alignment
Baseline assessments
Where do we
want to be?
Measurable targets
Measurements
and metrics
Data
Process
Metrics
Assessment summary
Action plans
Etc.
5. Analyse the
information and data
Knowledge
Trends?
Targets?
Improvements required?
Warranty Processes
Availability Management
Capacity Management
ITSCM
Information Security Management
Apply
7. Implement
improvement
Design Coordination
Relationship Processes
Service Level Management
Supplier Management
Timescale
Wisdom
Underpinning
Agreements
Contracts
SERVICE DESIGN
Effective quality
improvement
Consolidation
of the level reached
Deming Cycle
How do we keep
the momentum
going?
Frequency?
Format?
Tools and systems?
Accuracy?
Information
Process Metrics
SERVICE TRANSITION
SKMS
CMIS
AMIS
SCMIS
Release Package
ISMS/SMIS
CMS
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
SMIS Security Management Information System
ITIL is a registered trade mark of AXELOS Limited. Copyright AXELOS Limited 2011. Reproduced under licence from AXELOS. ILX Group plc. Based on AXELOS ITIL material.
CMDBs
KEDB
CT
CONTRA
PROCESSES
Service Portfolio
Service Pipeline
Service Catalogue
Retired Services
Maturity level
Service Reporting
FUNCTIONS
Relationship Process
Business Relationship Management
THE BUSINESS
SERVICE OPERATION
SERVICE STRATEGY