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    Itil 2011 Process Model

    Uploaded by

    Tomas Guillermo
    Resumen del Modelo de Procesos de ITIL v3 2011

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Itil 2011 Process Model

    Uploaded by

    Tomas Guillermo
    139 views1 page
    Resumen del Modelo de Procesos de ITIL v3 2011

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

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    Resumen del Modelo de Procesos de ITIL v3 2011

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    139 views1 page

    Itil 2011 Process Model

    Uploaded by

    Tomas Guillermo
    Resumen del Modelo de Procesos de ITIL v3 2011

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 1

    CAB - Change Advi sor y Boar d

    CONTI NUAL SERVI CE I MPROVEMENT


    Service Metrics &Measurement
    SERVI CE STRATEGY
    Service Design Package (Warranty)
    Process
    Metrics
    SERVI CE DESI GN
    Process Metrics
    SERVI CE TRANSI TI ON
    Release Package
    Process &
    Technical
    Metrics
    SERVI CE OPERATI ON
    Development
    Long TermBusiness Objectives
    THE BUSI NESS
    Business Requirements (Utility)
    EXTERNAL
    SUPPLI ERS
    Contracts
    CONTRACT
    SERVICE
    LEVEL
    AGREEMENTS
    (SLA)
    Service Portfolio

    Service Pipeline

    Service Catalogue

    Retired Services
    ITIL

    is a RegisteredTrade Mark of the Cabinet Office in the United Kingdomand other countries. ILX Group plc.
    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.
    I TI L

    PROCESS MODEL
    CMDBs
    DML KEDB
    CMIS
    AMIS
    SKMS
    CMS
    SCMIS
    ISMS
    Alerts, Warnings (Integrated Tool)
    Abbreviations:
    SKMS Service Knowledge Management System
    CMS Configuration Management System
    CMDB Configuration Management Database
    AMIS Availability Management Information System
    ISMS Information Security Management System
    CMIS Capacity Management Information System
    KEDB Known Error Database
    SCMIS Supplier &Contract Management
    Information System
    ITSCM IT Service Continuity Management

    Requests for Change

    Approval

    Schedule

    Reviewing Change Mgt Process


    ECAB - Emer gency Change
    Advi sor y Boar d

    Assist Change Manager with


    assessing emergency changes

    Subset of CAB membership


    ILX Group plc. Registered in England &Wales No. 03525870. Registered Office: One London Wall, London, EC2Y 5AB

    Transition Planning and Support

    Service Asset and Configuration Management

    Change Management

    Change Evaluation

    Release and Deployment Management

    Knowledge Management

    Service Validation and Testing

    7 Step Improvement
    Process

    Models and
    Techniques

    Deming Cycle

    CSI Approach

    Design Coordination
    Relationship Processes

    Service Level Management

    Service Catalogue Management

    Supplier Management
    Warranty Processes

    Availability Management

    Capacity Management

    ITSCM

    Information Security Management


    Underpinning
    Agreements

    Strategy Management for IT Services

    Financial Management for IT Services

    Service Portfolio Management

    Business Relationship Management

    Demand Management
    FUNCTI ONS

    Service Desk
    - Local
    - Centralized
    - Virtual
    - Follow the sun

    Operations Management
    - IT Operations Control
    - Facilities Management

    Technical Management

    Application Management Lifecycle


    PROCESSES

    Event Management
    - Information
    - Alerts
    - Warning
    - Exception

    Incident Management

    Request Fulfilment

    ProblemManagement
    - Proactive
    - Reactive

    Access Management
    PLAN
    DO CHECK
    ACT
    Continual quality control and consolidation
    M
    a
    tu
    rity
    le
    v
    e
    l
    Timescale
    Consolidation
    of the level reached
    Effective quality
    improvement
    Business IT
    alignment
    Plan - Project Plan
    Do - Project
    Check - Audit
    Act - Newactions
    Business vision, mission,
    goals and objectives
    What is the vision?
    Where are we now? Baseline assessments
    Where do we
    want to be?
    Measurable targets
    How do we keep
    the momentum
    going?
    How do we get there?
    Service and process
    improvement
    Did we get there?
    Measurements
    and metrics
    2. Define what you will
    measure
    3. Gather the data
    Who? How? When?
    Criteria to evaluate
    integrity of data
    Operational goals
    Service measurement
    5. Analyse the
    information and data
    Trends?
    Targets?
    Improvements required?
    6. Present and use the
    information
    Assessment summary
    Action plans
    Etc.
    7. Implement
    improvement
    4. Process the data
    Frequency?
    Format?
    Tools and systems?
    Accuracy?
    Knowledge Information
    Data Wisdom 1. Identify the strategy
    for improvement
    Vision Business need
    Strategy Tactical goals
    Operational goals
    OPERATIONAL
    LEVEL
    AGREEMENTS
    (OLA)
    Service Reporting
    Apply

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