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ITIL PROCESS MODEL ®

SERVICE STRATEGY • • • •

Long Term Business Objectives

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

CT

CONTRA

Service Metrics & Measurement

Continual quality control and consolidation

7 Step Improvement Process Models and Techniques

PLAN

CHECK

DO

CSI Approach

Where are we now?

Baseline assessments

Where do we want to be?

Measurable targets

How do we get there?

Service and process improvement

Did we get there?

Measurements and metrics

1. Identify the strategy for improvement

• Vision • Business need • Strategy • Tactical goals • Operational goals

Warranty Processes • Availability Management • Capacity Management • ITSCM • Information Security Management

Apply

Process Metrics

3. Gather the data

• Who? How? When? to evaluate • Criteria integrity of data • Operational goals • Service measurement

• Assessment summary • Action plans • Etc.

• Trends? • Targets? • Improvements required?

Service Catalogue Management

Relationship Processes • Service Level Management • Supplier Management

6. Present and use the information

5. Analyse the information and data

Design Coordination

Data

2. Define what you will measure

7. Implement improvement

Knowledge

4. Process the data

• Frequency? • Format? • Tools and systems? • Accuracy?

Information

Process Metrics

SERVICE TRANSITION

Alerts, Warnings (Integrated Tool)

SKMS CMIS AMIS SCMIS

Release Package

ISMS/SMIS

• • • • • • •

Transition Planning and Support Service Asset and Configuration Management Change Management Change Evaluation Release and Deployment Management Knowledge Management Service Validation and Testing

CMS

CAB - Change Advisory Board

Service Design Package (Warranty & Utility)

• • • •

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

CMIS – Capacity Management Information System KEDB – Known Error Database SCMIS – Supplier & Contract Management Information System ITSCM – IT Service Continuity Management

© Crown copyright 2012 Reproduced under licence from the Cabinet Office. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. The Swirl logo™ is a trade mark of the Cabinet Office. © ILX Group plc.

Requests for Change Approval Schedule Reviewing Change Mgt Process

ECAB - Emergency Change Advisory Board

•

CMDB’s KEDB

• •

Timescale

Business vision, mission, goals and objectives

Underpinning Agreements Contracts

SERVICE DESIGN

Business IT alignment

Deming Cycle

What is the vision?

How do we keep the momentum going?

ACT

Plan - Project Plan Do - Project Check - Audit Act - New actions

Effective quality improvement Consolidation of the level reached

Wisdom

•

EXTERNAL SUPPLIERS

CONTINUAL SERVICE IMPROVEMENT •

PROCESSES

Service Portfolio • Service Pipeline • Service Catalogue • Retired Services

Service Portfolio Management

Maturity level

•

Financial Management for IT Services

Service Reporting

FUNCTIONS

•

Strategy Management for IT Services

Relationship Process • Business Relationship Management

THE BUSINESS

SERVICE OPERATION

Business Requirements (Utility)

•

Assist Change Manager with assessing emergency changes Subset of CAB membership

For further details please contact us at:

W: www.ilxgroup.com T: +44 (0) 1270 611600 E: [email protected] ISBN 978-0-9544884-4-4 Published Sept 2011. ILX Group plc. Registered in England & Wales No. 03525870. Registered Office: One London Wall, London, EC2Y 5AB