®
ITIL V3 PROCESS MODEL
SERVICE STRATEGY Definition of Business Service Requirements
Long Term Business Objectives
SERVI CE L EVE L AG A GREE MENT S (SL A A))
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 EXTERNAL SUPPLIERS
Financial Management T T R A C T C O N T
SERVICE OPERATION Service Metrics Recommendations
FUNCTIONS
Underpinning Contracts (UC)
OPER AT A TION A AL L
LEVE L AG A GREE MENTS (OL A A))
Service Desk
CONTINUAL SERVICE IMPROVEMENT SERVICE DESIGN
Operations Management - Operations Control
Service Level Management
- Facilities Management
- Service Catalogue 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
Knowledge Management Service Transition Package (Release)
Release and Deployment Management
CHANGE ADVISORY BOARD
Service Design Package (Warranty)
Requests for Change Appraisal Approval
CMS
Schedule CMDB’s KEDB
Abbreviat ions:
DML
SKMS – Service Knowledge Management System
CMIS – Capacity Management Information System
CMS – Configuration Management System
KEDB – Known Error Database
CMDB – Configuration Management Database
SCD – Supplier Contract Database
AMIS – Availability Management Information System ITSCM – IT Service Continuity Management
For further details please contact us at:
W: www.ilxg roup .com T: +44 (0)1270 6116 611600 00 F: +44 +44 (0)1270 628513 E: sales@ilxg rou p.com
ITIL® SERVICE LIFECYCLE
SERVICE STRATEGY
PROCESS/RACI REFERENCE MATRIX t n e m e g a n a M s s e n i s u B r o i n e S
R E G A N A M Y G E T A R T S E C I V R E S
DevelopandMaintainBusiness Strategy andObjectives
A
DevelopandMaintainI T StrategyandObjectives
C
AM AMIS
ASP
B BCM BCM BCP BIA BPO BRM BSI BSM
- Management of Risk MTBF - MeanTimeBetweenFailures MTBSI -MeanTimeBetweenService Incidents MTRS - MeanTimeto RestoreService MTTR - MeanTimeto Repair
N - BusinessCapacity Management - BusinessContinuity Management - BusinessContinuity Plan - BusinessImpact Analysis - BusinessProcessOutsourcing - BusinessRelationshipManager - British StandardsInstituti on - BusinessService Management
C CAB
MoR
NPV
OGC
- Officeof Government Commerce OLA - Operational LevelAgreement OPEX - Operational Expenditure OPSI - Office of Public Sector Information
P PBA
- ChangeAdvisoryBoard
CAB/EC - ChangeAdvisoryBoard
PFS PIR
PSA
CAPEX CCM CFIA CI CMDB
CMIS
CMM CMMI CMS COTS CSF CSI CSIP
CSP CTI
EmergencyCommittee - Capital Expenditure - Component CapacityManagement - Component Failure Impact Analysis - ConfigurationIt em - ConfigurationManagement Database - CapacityManagement Information System - CapabilityMaturity Model - CapabilityMaturity Model Integration - ConfigurationManagement System - Commercial off theShelf - Critical SuccessFactor - Continual Service Improvement -ContinualService Improvement Programme - CoreServicePackage - Computer TelephonyIntegration
D DIKW
- Data-to-Information-to-Knowledge -to-Wisdom
E eSCM-CL - eSourcingCapabilityModel
for Client Organisations eSCM-SP - eSourcingCapability Model for ServiceProviders
F FMEA FTA
- FailureModes andEffects Analysis - Fault TreeAnalysis
I IRR ISG ISM ISMS
ISO
ISP IT ITSCM ITSM ItSMF IVR
- Internal Rateof Return - ITSteeringGroup - InformationSecurity Management - Information SecurityManagement System - International Organisationfor Standardisation - Internet ServiceProvider -Information Technology - ITServiceContinuity Management - IT ServiceManagement - IT ServiceManagement Forum - InteractiveVoice Response
KE KEDB KPI
L
QA
- QualityAssurance QMS - Quality Management System
R RCA RFC ROI RPO RTO
- Root CauseAnalysis - Request for Change - Returnon Investment - RecoveryPoint Objective - RecoveryTimeObjective
S SAC
- ServiceAcceptanceCriteria
SACM - ServiceAsset andConfiguration
Management SCD - Supplier andContract Database SCM - ServiceCapacity Management SFA - ServiceFailure Analysis SIP - Service Improvement Plan SKMS - Service KnowledgeManagement System SLA - ServiceLevel Agreement SLM - ServiceLevel Management SLP - Service Level Package SLR - ServiceLevel Requirement SMO - ServiceMaintenanceObjective SoC - Separationof Concerns SOP - StandardOperating Procedures SOR - Statement of Requirements SPI - ServiceProvider Interface SPM - ServicePortfolio Management SPO - ServiceProvisioning Optimisation SPOF - SinglePoint of Failure
T TCO TCU TO TOR TQM
- Total Cost ofOwnership - Total Cost of Utilisation - Technical Observation - Terms of Reference -TotalQuality Management
U UC UP
- UnderpinningContract - User Profile
V VOI
- KnownError - KnownError Database - KeyPerformanceIndicator
- Patternof BusinessActivity - Prerequisitefor Success - Post Implementation Review - ProjectedService Availability
Q
VBF
K
- Net Present Value
O
DevelopandMaintainService Portfolio: ServicePipeline; RetiredServices AgreeBudget /Forecast futurerequirements
- Vital BusinessFunction - Valueon Investment
W WIP
- Workin Progress
R E G A N A M N O I T I S N A R T E C I V R E S
t r o p p u S d n a g n i n n a l P n o i t i s n a r T
R E G A N A M N O I T A R E P O E C I V R E S
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C C
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DevelopandMaintainCost Model
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C C
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C C
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DevelopandMaintainService Knowledge Management System
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A R
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C C
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C C
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Buildand MaintainService Catalogue
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A R
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C C
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C C
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Negotiate andDocument ServiceLevel Agreements
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Negotiate and Document Operational Level Agreements
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C C
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Negotiate andDocument UnderpinningContracts
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A C
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UndertakeBusiness ImpactAnalysis
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UndertakeRisk Analysis
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DevelopandMaintainBusiness Continuity Plan
A
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DevelopandMaintainI TService ContinuityPlan
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A C
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C C
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C C
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Develop andMaintainAvailability Plan
C
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A C
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R
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C C
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C C
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I
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C C
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DevelopandMaintainCapacity Plan
C
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A C
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C C
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C C
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I
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C C
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Develop andMaintainInformationSecurity Policy
C
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A C
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C
R
A C
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C C
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I
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C C
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Buildand MaintainConfigurationManagement System: CMDB; CMIS; ISIS; SCD; KEDB
C
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C C
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A
R R
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CreateRequest for ChangeRecordTemplate
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C C
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DevelopandMaintainStandardChangeModels
C
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C C
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A C
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DevelopandMaintainRelease Policy
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CreateReleaseRecordTemplate
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CreateRoll-out PlanTemplate
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Create Trainingand CommunicationPlanTemplate
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CreateReleaseBuild PlanTemplate
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Create Back out PlanTemplate
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Create ReleaseTest PlanTemplate
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A C
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Create ReleaseImplementationPlan Template
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MaintainandDevelopDMLI ndex
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CreateIncidentRecordTemplate
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CreateEventRecordTemplate
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CreateRequest Record Template
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CreateProblemRecordTemplate
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CreateKnownErrorRecordTemplate
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= Process/Function Responsible
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M - AutomaticCall Distribution -Availability Management - Availability Management InformationSystem - ApplicationService Provider
t n e m e g a n a t n M e y t m i r e u g c a e n S a M n o i y t t i a c m a r p o a f n C I
R
LEGEND
A
t n e m e g a n a M y t i u n i t n o C e c i v r e S T I
CONTINUAL SERVICE IMPROVEMENT
m e g a n a M d n a m e D
W: www.ilxgroup.com T: +44 (0)1270 611600 F: +44 (0)1270 628513 E:
[email protected]
ACD
t n e m t e n g e a m n e a g M a n e a u M g o l l e a v t a e L C e e c c i i v v r r e e S S
SERVICE OPERATION
R E G A N t n A e M m N e G g I a S n E a D M l E a C i c I n V a R n E i F S
For further details please contact us at:
USEFUL ITIL ACRONYMS
SERVICE TRANSITION
SERVICE DESIGN
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= Process/Function Consulted
= Process/Function Informed
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t n e m e g a n a M r e i l p p u S
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DOCUMENT / ACTIVITY
DevelopandMaintainContinuous