clavismap | itil 2011 edition | english · • achievements against metrics, kpis and csfs ... •...
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CLAVISmap | ITIL® 2011 Edition | Version 2.0 | © CLAVISKLW AG | www.klw.ch ITIL® is a registered trade mark of the Cabinet Office | The Swirl logo™ is a trade mark of the Cabinet Office
7 Step Improvement Process Ensure the continual improvement of IT Services and IT Service Management processes.
Demand Management Understand, predict and influence the demand for services on the customer side and the provision of capacity to meet these needs.
Financial Management for IT Services Ensure adequate funding for the design, development and delivery of IT Services that support the organisation's strategy.
Strategy
Management
for IT Services
Definition, management and implementation
of a Service Strategy to best support the
business results and ensure effective and
efficient management of the services required
for that purpose.
Service Portfolio
Management
Create and maintain a service portfolio
aligned to the current and future needs of the
customer and the market.
Service Level Management Ensure all current and planned IT services are provided in accordance with the agreed and achievable goals.
Service Catalogue Management Provide accurate and complete information on all operational IT Services.
Capacity Management Ensure an economic fulfilment of current and future capacity requirements to the IT Services.
Availability Management Ensure an economic fulfilment of current and future availability requirements to the IT Services.
IT Service Continuity Management Support the overall Business Continuity Management (BCM) by ensuring the recovery of business-critical IT Services in serious exceptional situations to maintain the company's capacity to act.
Information Security Management Ensure the protection of assets, information, data and IT Services according to their availability, confidentiality, integrity and authenticity requirements.
Knowledge Management Ensure reliable knowledge as a basis for adept decision making is available and maintained throughout the entire service lifecycle.
Problem Management Reduce the negative impact of incidents and problems to the business and proactively prevent the recurrence of incidents.
Incident Management Ensure the agreed recovery of normal service operation and minimize the negative effects on
business operations to maintain the agreed service quality.
Supplier Management Ensure services provided by external suppliers are aligned to the business requirements and are delivered in the required quality and at an agreed price.
Change Management Control the lifecycle of all changes by taking into account the risks involved.
Service Asset & Configuration Management Providing current and consistent information about all service assets and configuration items required for the provision of the services.
Release & Deployment Management Ensure timely and undisturbed rollouts of tested and approved releases into production, as well as an effective use of IT Services.
Service
Validation
& Testing
Ensure new or changed IT Services are in
conformance with the defined design specifi-
cations and meet the business requirements.
Change
Evaluation Ensure the intended and unintended effects and results of Service Changes are
known, evaluated and assessed.
CLAVISmap ITIL® 2011 Edition Processes and functions of the ITIL® 2011 Edition in a nutshell
Transition
Planning
& Support
Ensure resources required for a successful introduction of new or
changed IT Services are planned and co-ordinated.
The Service Desk is the central point of contact (single point of
contact - SPOC) for communication between service providers
and users and ensures the availability of the IT organization.
A Service Desk handles usually incidents and service requests
and is responsible for the communication with the users.
Service Desk
Technical Management is responsible for the provision of tech-
nical expertise to support the IT Services and for the manage-
ment of the IT infrastructure. Technical Management defines the
roles of support groups as well as the necessary tools, proces-
ses and procedures.
Technical Management
Application Management is responsible for the management of
applications throughout their entire lifecycle.
Application Management
Operations Management
IT Operations Control
IT Operations Control is responsible for the monitoring and
control of IT services and the IT infrastructure.
Facilities Management
Facilities Management is responsible for the management of
physical environments and the locations in which IT infrastruc-
ture resides. It includes all aspects of the management of the
physical environment such as energy and cooling, access
management and building supervision.
Functions Functions refer to teams or groups of people and the aids and tools or other resources that are used to carry out one or
more processes or activities. The functions are described in the lifecycle phase Service Operation, altough they have a
stake in all phases of the lifecycle.
ITIL ® Service Operation
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
Continual Service Improvement Continual Service Improvement continually improves
the IT Services and the IT Service Management
processes by increasing efficiency,
maximizing effectivity and optimizing costs.
ITIL ® Continual Service Improvement
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
Service Strategy Service Strategy designs, develops and implements
IT Service Management as a strategic asset and aligns IT Strategies and IT Services to the objectives of
the business.
ITIL ® Service Strategy
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
Service Design Service Design focuses on the design and development
of new or changed IT Services taking into account
solutions, systems, processes, tools and metrics.
ITIL ® Service Design
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
Service Transition Service Transition transfers in a controlled manner new
and changed IT Services and the required capabilities
to the business and into operations.
ITIL ® Service Transition
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
Service Operation Service Operation ensures the efficient and effective
operation, support and maintenance of IT Services. ITIL ® Service Operation
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
Design Coordination Ensure a consistent and effective design of services through planning and coordination of all design activities and the necessary resources and
capabilities.
Business Relationship Management Establish and maintain a constructive relationship between the service provider and the customer based on understanding the dynamically changing needs of the customer and the capabilities of the service provider.
Event
Management Ensure events are detected and managed
over their entire life cycle.
Request
Fulfilment Ensure the handling and treatment of all
service requests.
Access
Management
Ensure authorized access and prevent un-
authorized access to IT Services, data, sys-
tems and resources.
EXAMPLES_OF_INPUTS_AND_OUTPUTS_IN_THE_SERVICE_LIFECYCLE
ITIL ® Service Strategy
www.best-management-practice.com
2011 edition BEST
MANAGEMEN
T PRACTICE PRODUCT
• Information and feedback for business cases and service portfolio
• Requirements for strategies and plans
• Inputs and feedback on strategies and policies
• Financial reports, service reports, dashboards and outputs of service review meetings
• Response to change proposals
• Service portfolio updates including the service catalogue
• Change schedule
• Knowledge and information in the SKMS
• Vision and mission
• Strategies, strategic plans and policies
• Financial information and budgets
• Service portfolio
• Change proposals
• Service charters including service packages, service models, and details of utility and warranty
• Patterns of business activity and demand forecasts
• Updated knowledge and information in the SKMS
• Achievements against metrics, KPIs and CSFs
• Feedback to other lifecycle stages
• Improvement opportunities logged in the CSI register
ITIL ® Service Design
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
• Service portfolio updates including the service catalogue
• Service design packages, including details of utility and war-ranty, acceptance criteria, updated service models, designs and interface specifications, transition plans, operation plans and procedures
• Information security policies
• Designs for new or changed services, management informati-on systems and tools,
• Technology architectures, processes, measurement methods and metrics
• SLAs, OLAs and underpinning contracts
• RFCs to transition or deploy new or changed services
• Financial reports
• Updated knowledge and information in the SKMS
• Achievements against metrics, KPIs and CSFs
• Feedback to other lifecycle stages
• Improvement opportunities logged in the CSI register
• Vision and mission
• Strategies, strategic plans and policies
• Financial information and budgets
• Service portfolio
• Service charters including service packages, service models and details of utility and warranty
• Feedback on all aspects of service design and service design packages
• Requests for change (RFCs) for designing changes and impro-vements
• Input to design requirements from other lifecycle stages
• Service reports, dashboards and outputs of service review meetings
• Knowledge and information in the SKMS
ITIL ® Service Transition
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
• New or changed services, management information systems and tools, technology architectures, processes, measurement methods and metrics
• Responses to change proposals and RFCs
• Change schedule
• Known errors
• Standard changes for use in request fulfilment
• Knowledge and information in the SKMS (including the confi-guration management system)
• Financial reports
• Updated knowledge and information in the SKMS
• Achievements against metrics, KPIs and CSFs
• Feedback to other lifecycle stages
• Improvement opportunities logged in the CSI register
• Vision and mission
• Strategies, strategic plans and policies
• Financial information and budgets
• Service portfolio
• Change proposals, including utility and warranty require-ments and expected timescales
• RFCs for implementing changes and improvements
• Service design packages, including details of utility and war-ranty, acceptance criteria, service models, designs and inter-face specifications, transition plans, operation plans and procedures
• Input to change evaluation and change advisory board (CAB) meetings
• Knowledge and information in the SKMS
ITIL ® Service Operation
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
• Achievement of agreed service levels to deliver value to the business
• Operational requirements
• Operational performance data and service records
• RFCs to resolve operational issues
• Financial reports
• Updated knowledge and information in the SKMS
• Achievements against metrics, KPIs and CSFs
• Feedback to other lifecycle stages
• Improvement opportunities logged in the CSI register
• Vision and mission
• Strategies, strategic plans and policies
• Financial information and budgets
• Service portfolio
• Service reports, dashboards and outputs of service review meetings
• Service design packages, including details of utility and war-ranty, operations plans and procedures, recovery procedures
• Service level agreements (SLAs), operational level agree-ments (OLAs) and underpinning contracts
• Known errors
• Standard changes for use in request fulfilment
• Information security policies
• Change schedule
• Patterns of business activity and demand forecasts
• Knowledge and information in the SKMS
ITIL ® Continual Service Improvement
www.best-management-practice.com
2011 edition BEST
MANAGEMENT PRACTICE PRODUCT
• RFCs for implementing improvements across all lifecycle stages
• Business cases for significant improvements
• Updated CSI register
• Service improvement plans
• Results of customer and user satisfaction surveys
• Service reports, dashboards and outputs of service review meetings
• Financial reports
• Updated knowledge and information in the SKMS
• Achievements against metrics, KPIs and CSFs
• Feedback to other lifecycle stages
• Vision and mission
• Strategies, strategic plans and policies
• Financial information and budgets
• Service portfolio
• Achievements against metrics, key performance indicators (KPIs) and critical success factors (CSFs) from each lifecycle stage
• Operational performance data and service records
• Improvement opportunities logged in the CSI register
• Knowledge and information in the SKMS
This overview lists some of the most important inputs and outputs between the individual phases of the service lifecycle to illustrate how the different lifecycle phases interact with each other. The overview does not claim to be exhaustive.
CLAVISmap | ITIL® 2011 Edition | Version 2.0 | © CLAVISKLW AG | www.klw.ch ITIL® is a registered trade mark of the Cabinet Office | The Swirl logo™ is a trade mark of the Cabinet Office