ITIL 2011 - The Big Picture v.2.0 - CFN People
ITIL 2011 - The Big Picture v.2.0 - CFN People
ITIL 2011 - The Big Picture v.2.0 - CFN People
Service lifecycle
Continual service improvement Service transition Service strategy
Customer Internal External
Service
Process
Business outcome
SLA
User
Metric
Value realized
Customer
Business Process Business Product Business Service
Service owner
Process owner
Metric
Metric
Metric
Metric
Metric
Process
Trigger Input Output
Value added
Service value
Activity
Input Output
Service targets and levels Data People Application / Integration Processes Supporting services
Input
Service provider Internal Shared services unit External
Data, information and knowledge
Input Output
Activity
Output
Desired outcome
Money spent
Service assets
Service design
Service operation
Resources
Infrastructure Management
Activity
Role
OLA
Capabilities
Organization (Functions, roles) Knowledge Contract Supplier
Role Feedback
Service strategy
Determine perspective Form a position Craft and execute plans Adopt patterns of actions
Key documents
2 Vision and mission statements 2 Strategies, strategic and tactical plans and policies 2 Service requirements 2 Service charter 2 Service definitions, classification and visualization 2 Service models 2 Service packages 2 Option space 2 Cost model 2 Financial information and budgets 2 Business cases 2 Business impact analysis (BIA) 2 Patterns of business activity (PBAs) 2 User profiles (UPs) 2 Stakeholder definitions
Key principles
Service management as a strategic asset Internal and external customers Internal and external services Core, enabling and enhancing services Value: Business outcomes, perceptions and preferences Functionality (utility), performance (warranty) and price Service packages Sourcing strategy Value networks
Demand management
Identify sources of demand forecasting Analyze and codify patterns of business activity (PBA) Match user profiles (UP) Manage activity-based demand Develop differentiated offerings (Service packages) Manage operational demand
Presentation layer
Service design
Plan and prepare Collect requirements Analyze Design Review and revise design Evaluate alternative solutions Procure and/or develop
Key documents
2 Service design policies and plans 2 Service acceptance criteria (SAC) and service level requirements (SLR) 2 Service definitions 2 Service catalogues 2 Service design package (SDP) 2 Solution designs 2 Architectures & standards 2 Processes 2 Measurement and metrics 2 Service level agreements (SLA), Contracts and operational level agreements (OLA) 2 Service reports 2 Service improvement plan (SIP) 2 Availability policy, plans, design criteria, risk analysis and reports 2 Capacity policy, plans, workload analysis, forecasts and reports 2 Business and IT service continuity policy, strategy, plans, risk and business impact analysis and reports 2 Business and information security policy, strategy, plans, risk analysis, classification, controls and reports 2 Supplier and contracts policy, strategy, plans and reports 2 RACI matrix
Service portfolio
Service catalogue views Business/customer service catalogue view Supporting service catalogue view
Service models
Key principles
Five aspects of holistic service design: v Service solutions for new or changed services v Management information systems and tools, especially the service portfolio v Technology architectures and management architectures v Processes v Measurement methods and metrics Balanced design: v Functionality v Resources v Schedule IT service design vs. business change The four Ps of service design: v People v Processes v Products (services,technology, tools) v Partners (suppliers, vendors) Service oriented architecture Design constraints Service delivery options and strategies
Design coordination
Overall: Define and maintain policies and methods Plan design resources and capabilities Coordinate design activities Manage design risks and issues Improve service design For each design: Plan individual designs Coordinate individual designs Monitor individual designs Review designs Handover service design packages
Service packages
Supplier management
Define requirements Evaluate suppliers/contracts Establish suppliers/contracts Manage performance Renew and/or terminate Categorize suppliers and maintain SCMIS
Changes (Normal, standard and emergency changes) CMDB Releases (Release units and release packages)
Service transition
Plan and prepare Build and test Train and pilot Transfer, deploy, retire Review and close
Key documents
2 Service transition strategies, policies, plans and budgets 2 Service packages 2 Service design package (SDP) 2 Service acceptance criteria (SAC) 2 SLAs, contracts and agreements 2 Change and configuration management policy, plans and reports 2 Change models 2 Requests for changes (RFC) and change records 2 Change schedules and plans 2 CAB agenda & minutes 2 Configuration models 2 Configuration baselines, status reports and audit reports 2 Release policies, plans, notes, packages and documentation 2 Service quality policy, risk policy, test strategy, test models, test plans, test reports and known errors 2 Build plans and documentation 2 Evaluation plans & reports 2 Deployment plans and reports 2 Service transition report 2 Knowledge management strategy
Key principles
Policies for service transition v Manage all changes through service transition v Common framework and standards v Re-use v Business driven transition v Stakeholder relationships v Effective controls and disciplines v Knowledge transfer v Release packages v Resource planning and management v Early involvement v Quality management and improvement Big bang vs. phased Push vs. pull Automation vs. manual Data-Information-Knowledge-Wisdom Managing people through service transitions
Change management
Create and record request for change (RFC) Review RFC Assess and evaluate change Authorize change build and test Coordinate change build and test Authorize change deployment Coordinate change deployment Review and close change record
Problems
Known error database (KEDB)
Knowledge management
Define knowledge management strategy Transfer knowledge Manage data, information and knowledge Use the service knowledge management system (SKMS)
Change evaluation
Plan evaluation Evaluate predicted performance Evaluate actual performance
Service operation
Monitor and control Manage services, components and activities Optimize Report
Request fulfillment
Receive request Log and validate request Categorize request Prioritize request Authorize request Review request Execute request model Close request
Access management
Request access Verify request Provide rights Check and monitor identity status Log and track access Remove or restrict rights
Event management
Generate event notification Detect event Log event Correlate and filter events (1st level) Categorize event Correlate events (2nd level) Select response Review actions Close event
Key principles
IT services vs. technology components Stability vs. responsiveness Quality vs. cost Reactive vs. proactive Involvemrnt in other service lifecycle stages Operational health Communication Documentation
Incident management
Identify incident Log incident Categorize incident Prioritize incident Perform initial diagnosis Escalate incident Investigate and diagnose incident Resolve and recover incident Close incident
Problem management
Detect problem Log problem Categorize problem Prioritize problem Investigate and diagnose problem Find a workaround Raise a known error Resolve problem Close problem Review major problem
Events
Technical documentation
Access rights
Functions
Reports
CSI register
Service desk
IT operations management
Technical management
Key documents
2 2 2 2 2 2 2 2 2 2 Continual service improvement policies and plans Corporate and IT vision, mission, goals and objectives Critical success factors (CSFs) Key performance indicators (KPIs) and metrics and achievements Service level targets and achievements Balanced scorecard Service improvement plans (SIPs) Business cases Reporting policies and rules Reports and dashboards
Key principles
Continual service improvement approach Organizational change Ownership, roles, and responsibilities Knowledge management Service measurement IT governance
Assessment Gap analysis Benchmarking Service measurement Metrics and scorecards Service reporting SWOT Return on investment
Ver. 2.0
2012, CFN People A/S. Based on Cabinet Office ITIL material. ITIL is a registered trade mark of the Cabinet Office