®
ITIL PROCESS MODEL
Business R equirements (Utility)
SERVICE STRATEGY
Long Term Business Objectives
SERV I CE L EVE L AG A GREE MENT S (SL A A))
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Strategy Management for IT Services
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Financial Management for IT Services
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Service P ortfolio Management
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Demand Management
Service Portfolio Service Pipeline Service Catalogue Retired Services • • •
Relationship Process Business R elationship Management
THE BUSINESS
EXTERNAL SUPPLIERS
•
Service Reporting
SERVICE OPERATION
T T R A C T C O N T
Service Metrics & Meas urement
OPER AT A TION A AL L
L EVEL AG A GREE MENT S (OL A A))
FUNCTIONS •
•
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Service Desk - Local - Centralized - Virtual - Follow the sun Operations Management - IT Operations Control - F acilities Management Techn Te chnica icall Manag Managem ement ent Application Management
CONTINUAL SERVICE IMPROVEMENT Continual quality control and consolidation •
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Development
7 Step Improvement Process
l e v e l y t i r u t a M
Models and Techniques Techn
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Deming Cycle
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CSI Appr Approach oach
Process & Technica Techn icall Metrics
PROCESSES
• • •
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Event Management - I nformation - Alerts - Warning - Exception Incident Management Request F ulfilment ProblemM anagement - Proactive - Reactive Access M anagement
ACT
PLAN
CHECK
DO
Effective quality improvement Consolidation of the level reached
What is thevision?
Businessvision,mission, goals and objectives
W he re re a re w e no no w? w?
B as el in e as as se se ss me me nt s
1.Identifythestrategy for improvement •
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• • •
Warranty Processes Availability Management CapacityM anagement ITSCM InformationSecurity Management
Apply
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Process Metrics
Who? How? When? Criteriato evaluate integrityofdata Operationalgoals Servicemeasurement
• •
Measurabletargets a bletargets
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6. Present and usethe information •
How do weget there?
Serviceandprocess improvement
Did weget there?
Measurements and metrics
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Assessmentsummary Actionplans Etc.
5.Analysethe information and data • •
Knowledge
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Trends? Targets? Improvementsrequired?
4. Process thedata Frequency? Format? Toolsandsystems? ems? Accuracy?
• • • •
Information
Process Metrics
SERVICE TRANSITION
Alerts, Warnings (I ntegrated Tool)
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SKMS
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CMIS
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AMIS
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SCMIS
Release Package
ISMS/SMIS
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Transiti Transi tion on Plan Planni ning ng andSupport Service Asset and Configuration Management 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
Abbre viatio ns: SKMS – Service Knowledge Management System CMS – Configuration Management System CMDB – Configuration Management Database AMIS – Availability Management Information System
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CMIS – Capacity Management Information System KEDB – Known Error Database SCMIS – S upplier & Contract Management Information System
Requests for Change Approval Schedule Reviewing Change Mgt Process
ECAB - Emergency Change Advisory Board •
CMDB’s KEDB
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Wheredo we want to be?
Service C atalogue Management
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3. Gather thedata
7. Implement improvement
Design C oordination on
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Data
2. Definewhat you will measure
Vision • Businessneed Strategy • Tacticalgoals icalgoals Operationalgoals
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Relationship Processes Service Level Management Supplier Management
Timescale
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How do wekeep themomentum going?
SERVICE DESIGN
Plan - ProjectP lan Do - Project Check - Audit Act - Newactions Business IT alignment
Wisdom
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Underpinning Agreements Contracts
Assist Change Manager with assessing emergency changes Subset of CAB membership
For further details please contact us at:
W: www.ilx grou p.com T: +44 (0) 1270 1270 6116 611600 00 E:
[email protected]
