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IDENTIFYVision & Strategy • Tactical Goals • Operational Goals 1. Define what you should measure.
2. Define what
you can measure.
3. Gather the data. Who?
How? When? Integrity of the data?
4. Process the data. Frequency, format, system, accuracy.
5. Analyze the data.Relationships, trends, according to plan, targets met, corrective actions?
6.Present
and use the information assessment summary
action plans, etc.
7. Implementcorrective
action.
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Service StrategyProcesses• Service Portfolio Management• Demand Management• Financial Management
Main Activities • Define the Market• Develop Offerings• Develop Strategic Assets• Prepare Execution
Key Concepts• Utility & Warranty• Value Creation • Service Provider• Service Model• Service Portfolio
Service DesignAvailability
Management
Information Security
Management
IT ServiceContinuity
Management
CapacityManagement
Service LevelManagement
SupplierManagement
Service Catalog Management
Service Catalog ServicePortfolio
AnalyzeRequirements
DesignSolution
EvaluateAlternatives
Procurement
Development
Processes• Service Catalog Management• Service Level Management• Availability Management• Capacity Management• IT Service Continuity Management• Information Security Management• Supplier Management
The 5 Aspects of Service Design1. Service Solutions2. Service Management Systems & Tools3. Technology & Management Architectures & Tools4. Processes5. Measurement Systems, Methods & Metrics
Key Concepts• Four “P’s” - People - Processes - Products - Partners• Service Design Package• Delivery Model Options• Service Level Agreement• Operational Level Agreement• Underpinning Contract
DefineCustomer/Business
Requirements
Define ServiceRequirements
Design ServiceSolution
Design ServiceRelease
Develop ServiceSolution
Service Component
Build &Test
Internal & External Suppliers
Validate ServicePackages, Offerings
& Contracts
ServiceAcceptance Test
ServiceOperational
Readiness Test
ServiceRelease Package
Test
Component& Assembly
Test
1a
2a
3a
4a
1b
2b
3b
4b
5a 5b
Service TransitionProcesses• Change Management• Service Asset & Configuration Management• Release & Deployment Management• Knowledge Management• Transition Planning & Support• Service Validation & Testing• Evaluation
Key Concepts• Service Changes• Request for Change • Seven “R’s” of Change Management • Change Types• Release Unit• Configuration Management Database (CMDB)• Configuration Management System• Definitive Media Library
Service OperationProcesses• Event Management• Incident Management• Problem Management• Access Management• Request Fulfillment
User
User
Self Help
Request orIncident?
RequestFulfillment
IncidentManagement
TechnicalManagement IT Operations
Management ApplicationManagement
Event Management
ProblemManagement
AccessManagement
ServiceDesk
Common Service Operation Activities
Achieving the Right Balance• Internal IT View versus External Business View• Stability versus Responsiveness• Reactive versus Proactive• Quality versus Cost
Functions• Service Desk• Technical Management• IT Operations Management• Application Management
The ITIL® Winning Strategy
© Crown Copyright 2007. Reproduced under license from OGC
© Crown Copyright 2007. Reproduced under license from OGC
ITIL® “ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”
Continual Service ImprovementThe 7 Step Improvement Process
PerformancePotential
Risks Costs
Idle CapacityDemand
Service
ServicePotential
Service Provider
Resources
Service Knowledge Management System
InformationIntegration Layer
Data & Information
CMIS AMIS Integrated CMDB
CMDB1
CMDB2
Presentation Layer
Knowledge Processing Layer
KEDB
DML1
DML2
Service Knowledge Base
09/074AA1-5489ENW
Decisions
Capabilities
Service Assets
(Service Unit)(Business Unit)
Busi
ness
Out
com
es
Customer
Resources
Capabilities
Customer Assets
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