Itil v3 Process Model

ITIL V3 PROCESS MODEL
SERVICE STRATEGY
Definition of Business Service Requirements
Long Term Business Objectives
SERV
ICE
LEVEL
AGRE
EMEN
TS
(SLA)
THE BUSINESS
Business Requirements (Utility)
Determination of Market Space, IT Policies and Strategies
Service Pipeline
Specification of Service Portfolio
Service Catalogue
Demand Management
Retired Services
Financial Management
SERVICE OPERATION
EXTERNAL SUPPLIERS
CT
CONTRA
Service Metrics Recommendations
FUNCTIONS
OPERA
TIONA
L
LEVEL
AGRE
EMEN
TS
(OLA)
Service Desk
CONTINUAL SERVICE IMPROVEMENT
Underpinning
Contracts (UC)
SERVICE DESIGN
Operations Management
- Operations Control
Service Level Management

- Service Catalogue Management
- Facilities Management
Technical Management
- Supplier Management
Applications Management Lifecycle
PROCESSES
Development
Availability Management
Process &
Technical Metrics
Process
Metrics
Event Management
Incident Management
ACT
PLAN
CHECK
DO
Seven-Step Improvement Process
ITSCM
Capacity Management
Information Security Management
Deming Cycle & CSI Model
Request Fulfilment
Problem Management
Access Management
Process Metrics
Alerts, Warnings (Integrated Tool)
SERVICE TRANSITION
SKMS
Change Management
CMIS
Service Asset and Configuration Management
AMIS
SCD
CHANGE ADVISORY BOARD
Knowledge Management
Service Transition Package
(Release)
Release and Deployment Management
Service Design Package (Warranty)
Requests for Change Appraisal

Approval
CMS
Schedule
CMDBs
KEDB
DML
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The swirl logo is a Trade Mark of the Office of Government Commerce.
ILX Group plc. Designed by Mark Haddad, Matt Bovill and Glyn Davies.
Abbreviations:
SKMS Service Knowledge Management System
CMS Configuration Management System
CMDB Configuration Management Database
AMIS Availability Management Information System
CMIS Capacity Management Information System

KEDB Known Error Database
SCD Supplier Contract Database
ITSCM IT Service Continuity Management
For further details please contact us at:
W: www.ilxgroup.com T: +44 (0)1270 611600

F: +44 (0)1270 628513 E: [email protected]
ILX Group plc. Registered in England & Wales No. 03525870.
Registered Office: One London Wall, London, EC2Y 5AB
ISBN 978-0-9544884-2-0 Published Nov 2007.
SERVICE STRATEGY MANAGER
Demand Management
Financial Management
SERVICE DESIGN MANAGER
Service Level Management
Service Catalogue Management
Supplier Management
Availability Management
IT Service Continuity Management
Capacity Management
Information Security Management
Transition Planning and Support
Change Management
Release and Deployment Mgt
Service Validation and Testing
Evaluation
Knowledge Management
SERVICE OPERATION MANAGER
Service Desk
Operations Management
Technical Management
Applications Management
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
CSI MANAGER
7 Step Improvement Process
Service Reporting
Service Measurement
ROI for CSI
Business Questions for CSI
Develop and Maintain IT Strategy and Objectives
Develop and Maintain Service Portfolio:

Service Pipeline; Retired Services
Agree Budget /Forecast future requirements
Develop and Maintain Cost Model
Develop and Maintain Service Knowledge

Management System
Build and Maintain Service Catalogue
Negotiate and Document Service Level Agreements
Negotiate and Document Operational Level Agreements
Negotiate and Document Underpinning Contracts
Undertake Business Impact Analysis
Undertake Risk Analysis
Develop and Maintain Business Continuity Plan
Develop and Maintain IT Service Continuity Plan
Develop and Maintain Availability Plan
Develop and Maintain Capacity Plan
Develop and Maintain Information Security Policy
Build and Maintain Configuration Management System:

CMDB; CMIS; ISIS; SCD; KEDB
Create Request for Change Record Template
Develop and Maintain Standard Change Models
Develop and Maintain Release Policy
Create Release Record Template
Create Roll-out Plan Template
Create Training and Communication Plan Template
Create Release Build Plan Template
Create Back out Plan Template
Create Release Test Plan Template
Create Release Implementation Plan Template
Maintain and Develop DML Index
Create Incident Record Template
Create Event Record Template
Create Request Record Template
Create Problem Record Template
Create Known Error Record Template
Develop and Maintain Continuous

Service Improvement Programme (CSIP)
Develop and Maintain Customer Satisfaction Surveys
LEGEND
ACD
AM
AMIS
ASP
- Automatic Call Distribution

- Availability Management
- Availability Management
Information System
- Application Service Provider
B
BCM
BCM
BCP
BIA
BPO
BRM
BSI
BSM
- Business Capacity Management

- Business Continuity Management
- Business Continuity Plan
- Business Impact Analysis
- Business Process Outsourcing
- Business Relationship Manager
- British Standards Institution
- Business Service Management
C
CAB
- Change Advisory Board
CAB/EC - Change Advisory Board
Emergency Committee
CAPEX - Capital Expenditure
CCM
- Component Capacity Management
CFIA
- Component Failure Impact Analysis
CI
- Configuration Item
CMDB - Configuration Management
Database
CMIS
- Capacity Management Information
System
CMM
- Capability Maturity Model
CMMI - Capability Maturity Model
Integration
CMS
- Configuration Management System
COTS - Commercial off the Shelf
CSF
- Critical Success Factor
CSI
- Continual Service Improvement
CSIP
- Continual Service Improvement
Programme
CSP
- Core Service Package
CTI
- Computer Telephony Integration
D
DIKW
- Data-to-Information-to-Knowledge
-to-Wisdom
E
eSCM-CL - eSourcing Capability Model
for Client Organisations
eSCM-SP - eSourcing Capability Model
for Service Providers
F
FMEA
FTA
- Failure Modes and Effects Analysis

- Fault Tree Analysis
I
IRR
ISG
ISM
ISMS
ISO
ISP
IT
ITSCM
ITSM
ItSMF
IVR
- Internal Rate of Return

- IT Steering Group
- Information Security Management
- Information Security Management
System
- International Organisation for
Standardisation
- Internet Service Provider
- Information Technology
- IT Service Continuity Management
- IT Service Management
- IT Service Management Forum
- Interactive Voice Response
K
KE
KEDB
KPI
- Known Error
- Known Error Database
- Key Performance Indicator
MoR - Management of Risk

MTBF - Mean Time Between Failures
MTBSI - Mean Time Between Service Incidents
MTRS - Mean Time to Restore Service
MTTR - Mean Time to Repair
N
NPV
- Net Present Value
O
OGC
OLA
OPEX
OPSI
- Office of Government Commerce

- Operational Level Agreement
- Operational Expenditure
- Office of Public Sector Information
P
PBA
PFS
PIR
PSA
- Pattern of Business Activity

- Prerequisite for Success
- Post Implementation Review
- Projected Service Availability
Q
QA
- Quality Assurance
QMS - Quality Management System
R
RCA
RFC
ROI
RPO
RTO
- Root Cause Analysis

- Request for Change
- Return on Investment
- Recovery Point Objective
- Recovery Time Objective
S
SAC - Service Acceptance Criteria
SACM - Service Asset and Configuration
Management
SCD - Supplier and Contract Database
SCM - Service Capacity Management
SFA - Service Failure Analysis
SIP - Service Improvement Plan
SKMS - Service Knowledge Management
System
SLA - Service Level Agreement
SLM - Service Level Management
SLP - Service Level Package
SLR - Service Level Requirement
SMO - Service Maintenance Objective
SoC - Separation of Concerns
SOP - Standard Operating Procedures
SOR - Statement of Requirements
SPI - Service Provider Interface
SPM - Service Portfolio Management
SPO - Service Provisioning Optimisation
SPOF - Single Point of Failure
T
TCO
TCU
TO
TOR
TQM
- Total Cost of Ownership

- Total Cost of Utilisation
- Technical Observation
- Terms of Reference
- Total Quality Management
U
UC
UP
- Underpinning Contract
- User Profile
V
VBF
VOI
- Vital Business Function

- Value on Investment
W
WIP
- Work in Progress
L
LOS
- Line of Service
ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ISBN 978-0-9544884-2-0 Published Jan 2008.
CONTINUAL SERVICE
IMPROVEMENT
W: www.ilxgroup.com T: +44 (0)1270 611600

F: +44 (0)1270 628513 E: [email protected]
SERVICE
OPERATION
Develop and Maintain Business Strategy and Objectives
For further details please contact us at:
USEFUL ITIL ACRONYMS
SERVICE
TRANSITION
SERVICE
DESIGN
Senior Business Management
SERVICE
STRATEGY
SERVICE TRANSITION MANAGER
ITIL SERVICE LIFECYCLE

PROCESS/RACI REFERENCE MATRIX
R = Process/Function Responsible
A = Process/Function Accountable
C = Process/Function Consulted
I = Process/Function Informed
DOCUMENT / ACTIVITY

Itil v3 Process Model

Uploaded by

Copyright:

Available Formats

Itil v3 Process Model

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Itil v3 Process Model

Uploaded by

Copyright:

Available Formats

ITIL V3 PROCESS MODEL

Long Term Business Objectives

Business Requirements (Utility)

Determination of Market Space, IT Policies and Strategies

Specification of Service Portfolio

CONTINUAL SERVICE IMPROVEMENT

Service Level Management

Applications Management Lifecycle

Seven-Step Improvement Process

Deming Cycle & CSI Model

Service Asset and Configuration Management

CHANGE ADVISORY BOARD

Release and Deployment Management

Service Design Package (Warranty)

Requests for Change Appraisal

CMIS Capacity Management Information System

For further details please contact us at:

W: www.ilxgroup.com T: +44 (0)1270 611600

SERVICE STRATEGY MANAGER

SERVICE DESIGN MANAGER

Service Level Management

Service Catalogue Management

IT Service Continuity Management

Information Security Management

Transition Planning and Support

Release and Deployment Mgt

Service Validation and Testing

SERVICE OPERATION MANAGER

7 Step Improvement Process

ROI for CSI

Business Questions for CSI

Develop and Maintain IT Strategy and Objectives

Develop and Maintain Service Portfolio:

Agree Budget /Forecast future requirements

Develop and Maintain Cost Model

Develop and Maintain Service Knowledge

Build and Maintain Service Catalogue

Negotiate and Document Service Level Agreements

Negotiate and Document Operational Level Agreements

Negotiate and Document Underpinning Contracts

Undertake Business Impact Analysis

Undertake Risk Analysis

Develop and Maintain Business Continuity Plan

Develop and Maintain IT Service Continuity Plan

Develop and Maintain Availability Plan

Develop and Maintain Capacity Plan

Develop and Maintain Information Security Policy

Build and Maintain Configuration Management System:

Create Request for Change Record Template

Develop and Maintain Standard Change Models

Develop and Maintain Release Policy

Create Release Record Template

Create Roll-out Plan Template

Create Training and Communication Plan Template

Create Release Build Plan Template

Create Back out Plan Template

Create Release Test Plan Template

Create Release Implementation Plan Template

Maintain and Develop DML Index

Create Incident Record Template