ITIL® LifecycleIntermediateV2.0 ©Westergaard A/S

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Operational performance data

SKMS

Release unit 1Release unit 2

BIA ROI

Stra

tegy

. bud

get

and

plan

s

Services in regards to SLA

Output

Operate and monitor

Support &

restore

User management

Serviceoperation

Mea

sure

and

re

port

Vision and mission

Strategies, plans and policies

Financial information

Service packages and -models

SS

Report

Data

Create a sense of urgency

Form a guiding coalition

Create a vision

Communicate the vision

Organisational changes

CSI

Plan

Do

Check

Act

CSI

v2.0

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IL®

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k of

the

Cab

inet

Offi

ce

Define transition strategy

Define tran-sition livscycle

phasesPrepare service

transition

Plan and coordinate

Provide transition

process support

Plan

Transtion planning &

support

SDP

Service asset & configuration management

Plan

Identify

Control

Report

Verify og audit

SKMSCMS

Definitivemedialibrary(DML)

CMDB

ST

CMDB

CMDB

CI recordService asset

ST

Con

tinua

l Ser

vice

Im

prov

emen

t

Supporting informaton and

knowledge

Deployed service

Supporting processes and tools

Acquire and test CIs

Revi

ew a

nd

clos

ure

Servicetransition

Build and

test service

DeploymentEarly life

support Output

SKMS

Serviceportfolio

Define

Analyse

Approve

Charter

Service portfolio management

Output

SS

What is the vision?

Where are we now?

Did we get there?

How do we get there?

Where do we want to be?

How do we keep the momentum

going?

CSI model

Demingcycle

Plan

Do

Check

Act

CSI

To validate

To provide direction

To justify

To intervene

The value of monitoring and

measuringCSI

Demingcycle

CSI

CSImanager

Transition

Policy

Governance

Strategy

SS

Pattern of business activity(PBA)Demand

managementSS

Establish user profiles

Identify and analyse PBAs

AssessmentsCSI

Benchmarking

Gap-analysis

Empower others to act on the

vision

Quick wins

Consolidate improvements and produce

more changes

Institutionalise the changes

Communica-tion plan

Baseline

Seven-step improvement

process

Process the data

Gather the data

Strategy for improvement

What should be measured?

Implemente improvements

Analyse the information

Present and use the information

Demingcycle

Plan

Do

Check

Act

CSI

Data

Infor-mation

Know-ledge

Wisdom

Business relationship management

SS

Clarify expectations

Link needs to services

Ensure delivery meets the needs

Ensure close cooperation

Monitor customer satisfactionProject

management

Design coordination

Plan

Coordinate

MonitorReview and handover

SD

OLA

Manage contracts

Service level management

Create SLA

Monitor and report SLA

performance

Service review

Manage custom-er relationships

SD

SLA

Moni-toring

SLAReconcile SLR's

Contract performance

report

Service catalogue

managementSD

Define requirements

of content

Agree on service

definitions

Produce and maintain

Clarify de-pendencies to the businessClarify de-

pendencies on infrastructure

SKMSServiceportfolio

Customer-facing services

Supporting services

Servicecalalogue

Servicepipeline

Retiredservices

Plan

IT servicecontinuity plan

IT service continuity

management

Train and test

Initiate

Create IT continuity

plans

Requirements and strategy

Business continuity

plan

SD

BIA

Implement counter-

measures

Review and audit

Business security policy

Information security

managementCreate IT

security policy

Establish security controls

Categorise information

assetsIT security policy

SD

Assess risks and

vulnerabilities

Manage security incidents

Enforce IT Security Policy

SKMSSMIS

Availability managementSD

Risk assesment

Plan and design

Implement counter-

measures

Review, test and improve

Monitor and report

Investigate unavailability

Availabilityplan

Plan

Evaluere

Alternativer

Serv

ice

desi

gnpa

ckag

e

Service solutions

Architecture

Processes

SACAnalyse

Design

Evaluate

alternativesAcquire

solution

Deve

lop

solu

tion

Service design

Output

Measuringsystemer

Management system

SD

Utility

Warranty

Charging

Budgeting

Financial management for

IT services

Finan-ce

Accounting

SS

BC

Realisation of the stategy

Creation of a strategy

Strategic assessment

Strategy management for

IT services

SS

Plan

CSIService

improvement plan

Problemmodels

Known errors

Problem management

Identifyand register

Categoriseand prioritise

Investigate and diagnose

Major problem review

Resolve and close

SO

Known error

database

Root cause

analysis

Major incident

procedure

Close

Incident management

Categorise & prioritise

Investigate and diagnose

Identify and log

Resolve and Restore

SO

Incidentmodels

ImpactUrgency

Functional escalation

Hierarchical escalation

Service deskFunctions

SOSOS

Service desk

IT operations management

Application management

Technical management

The business

Users

SPOC

Local VirtualCentral

Follow-the-sun

Rapport

Data

Technology metrics

Process metrics

Service metrics

Metrics & measurement CSI

GOALCSF

KPI

Log and filter

Event management

ExceptionsInfor-mation

WarningAutomatic/

manual response

Review and close

Alert

Access management

SO

Availabilityplan

Plan

Valid user? Valid request?

Grant access and rights

Log and track access

Check and monitor status

IT security policy

User self service

Request fulfilment

SO

Requestmodels

Standard change

Register and validate

Categoriseand prioritise

Authorise and review

Fulfil and Close

Risk management

Risk management

Risk assessment

SS

Knowledge management

Knowledge management

strategy

Knowledge-sharing

Control data, information and

knowledge

Use SKMS

ST

Valid

atio

n &

test

mgt

.

Evaluate exit criterias and

report

Plan and design test

Verify test planning and

design

Prepare test environment

Test cleanup and close

Perform tests

Trust based on validation and

known risks

Service validation &

testingST

Change evaluation ST

Report

Evalua-tion

Plan evaluation

Evaluate expected

performanceEvaluate

actual performance

Release package

Release & deployment

managementPlan

Build and test

Early life support

Review and close

Remediation/backout plan

ST

Update DMLPlan

Changemodels

STChange management

Register RFC

Review RFC

Change schedule

RFC

Review and close RFC

Normal change

Emergency change

Authorise and coordinate build

and testAuthorise and

coordinate deployment

Standard change

Assess and evaluate

ST

Projectedserviceoutage (PSO)

Change

CAB / ECAB

Capacity management

SD

SKMSCMIS

Business capacityService capacityComponent capacity

Review the capacity

Improve the capacity

Negotiate new capacity

requirements

Plan new capacity

Capacityplan

Plan

AbbreviationsAMIS: Availability Management Information SystemBIA: Business Impact AnalysisBC: Business CaseCAB: Change Advisory BoardCI: Configuration ItemCMDB: Configuration Management DataBaseCMIS: Capacity Management Information SystemCSF: Critical Success FactorCMS: Configuration Management SystemDML: Definitive Media LibraryECAB: Emergency Change Advisory BoardKPI: Key Performance IndicatorOLA: Operational Level AgreementRFC: Request for ChangeSAC: Service Acceptance CriteriaSCMIS: Supplier & Contract Management Information SystemSKMS: Service Knowledge Management SystemSMIS: Security Management Information SystemSLA: Service Level AgreementSLR: Service Level RequirementsSPOC: Single Point of Contact

Deployment/transfer/

retirement

SKMS

SCMIS

Manage suppliers

performance

Maintain SCMIS

Evaluate and establish

Supplier management

SD

Supplier and contract policy

report

Contract

Con-tract

Contract renewal/

termination

Cost-model

Pricing and levying

SKMS

Customerportfolio

Release policy

SO

SO

ST

Balanced scorecard

Plan

Service strategy

SLA

BC

Plan

Service charter

Service charter

IT steering group

SWOT analysis

CSI register

Governance

Strategy

Customer relations

ServicestrategySe

rvic

e po

rtfo

lio

Change authority

CI

Deployedservice

Test strategy

Test results and analysis

WisdomKnowledgeInformationData

Knowledge mangement

strategy

SDP

Enhancing serviceCore service

Enabling service

Collaborate with BRM and

SLM

Service oriented architecture (SOA)

CSI register

Con-tract

Plan

Implem

ent

Evaluate

Mai

ntai

n

Control

SKMSAMIS

Service availability

Component availability

Vitalbusiness function

(VBF)

SKMSWisdomKnowledgeInformationData

IdentifyVBFs

Concept/ method

Process

Function

Legend

Phase output

Activity

Input/output

Interface

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