4Ps Strategy Vision Policies Plans Actions
Strategic Assessment Strategy Generation Strategy Execution
People Process Products Partners
Policies & methods Plan resources Manage Risks and Issues Plan Coordinate Monitor Review
Business Continuity Management
Service Design
Design Coordination
Strategy Management for IT Services Strategy Tactics Operation
Process Service management Measurement
Design policies
IT Service Continuity Management Initiation Requirements & strategy Implementation Operational management - tests, reviews, audits, education, assurance Invocation
Transition Planning & Support
nced Bala
Self-limiting
Time
Business Impact Analysis (BIA)
Knowledge strategy Knowledge transfer Information management Develop SKMS - Information integration - Knowledge processing - Presentation Release Policy
Technical Management
Application Management
Knowledge Management
Develop release policy Plan & support Manage progress Manage changes & risks Quality review of plans Tool selection Communication
Impact on business
Critical services
Service Operation
Service Transition
Business Continuity Plans
IT Service Continuity Plans
nent ial
5 Aspects of Design Service solution Technology
Expo
Service Strategy
Requirements Design Build Deploy Operate Optimize
Data
Mainframe Server Network Storage Database
Requirements Design
Optimize
Build
Operate
Information
Deploy
Knowledge Wisdom
Service Portfolio Management SKMS Service Portfolio
Define Analyze Approve Charter Design Build & test Release Operate Retire
Service Pipeline Service Catalogue
Business Case
Service Catalogue Management Define service template Document services Business services Technical services including 3rd party (contractual) Maintain service catalogue
Information Security Management Set & enforce security policy Monitor & report breaches Assess & report risks and vulnerabilities Threat Impose controls
Information Security Policy
SKMS
Incident
SLRs
Marketing Selling Delivery
SLAs Customer Portfiolio
Opportunity Request for change Complaint Compliment
Availability Management
Document & agree - SLRs, SLAs, OLAs Monitor & report Review service Conduct SIPs Develop relationships Ensure customer satisfaction
Monitor & report availability Investigate and remedy unavailability Risk assessment & management Plan & design availability Implement countermeasures Review & plan availability
Service Operations
OLAs
Supplier Management
SKMS Supplier & Contract Management information System (SCMIS)
Service valuation Service costing Chargeback Funds
Contracts
Value Resources Output ROI accounting
Service Level Management
Operation, monitoring, review
Financial Management
Service Operations
Service Operations Monitoring, reporting, tools
Service Design Package (SDP)
Service Acceptance Criteria (SAC)
Projected Service Outage (PSO)
Availability Management Information System (AMIS)
Change Management Request for Change (RFC)
Service Failure Analysis
Change Schedule
Availability Plan
Contract operation, review
Standard Normal Emergency Change models Remediation
7Rs Raised Reason Change Advisory Return Board (CAB)
Service Improvement Plan (SIP)
Demand Pattern
Capacity Management Information System (CMIS)
Service Validation & Testing Manage tests Plan & design tests Prepare test environments Perform tests Evaluate exit criteria Cleanup
Capacity Plan
Monitoring, thresholds, exceptions, tools
SKMS
CSI Register
Service Process
Added Value
Incident Management
Push vs. pull Staging, phasing Automation Licences and IP
SWEDEN
GERMANY
+46 8 626 42 40
[email protected] http://www.materna.se
+49 231 5599-00
[email protected] http://www.materna.de
ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. M_o_R® is a registered trade mark of AXELOS Limited.
E v e n t s
Notification Detection Filtering Correlation Further Action Required Response Information Warning Exception
Service Desk
Change Evaluation Test Plans
Event Management
Identify & log Categorize & prioritize Initial investigation Resolution Recovery Closure Urgency & impact Functional escalation Hierarchic escalation
Incidents
IT Operations Management
Single point of contact First-line support Escalation Communication Satisfaction surveys Management information
Evaluation Continuity Reports Continuity
Plans Plan Plans Interim Evaluate predicted Evaluation Continuity Continuity performance Reports Plans Plans Interim report Evaluate actual performance Evaluation report
Local / Central / Virtual Skilled / unskilled Insource / Outsource
Vision Objectives
IT Operations Control - Console management - Job scheduling - Backup - Restore - Print
Facilities Management - Data centers - Recovery sites - Consolidation - Contracts
Customer Service A
Service Reports
Service B Service C
1 2 3
4 5 6 7 8
Continual Service Improvement
Goals CSFs
ITIL Learning Path
KPIs
Service D Service E
Intermediate Lifecycle [3]
Metrics
Service F
Measurements
http://www.materna.se © Materna 2014, unless otherwise stated. Version 4.0.0
www.twitter.com/MaternaSverige www.youtube.com/user/MaternaSverige
Foundation [2]
Process
Plan Prepare for build, test, deploy Build & test Test service and run pilot Deploy Verify Provide early life support Review
s ue
Plan
Service Acceptance Criteria (SAC)
Metrics
Service G
Iss
Verify identity Provide rights Identity status Tracking Removal or restriction
Service Strategy (SS) Service Design (SD) Service Transition (ST) Service Operation (SO) Continual Service Improvement (CSI)
Intermediate Capability [4] Service Offerings and Agreements (SOA) Planning, Protecting and Optimizing (PPO) Release, Control and Validation (RCV) Operational Support and Analysis (OSA)
Managing Across the Lifecycle (MALC) [5]
Business and IT alignment Identify Strategy for Improvement Choose measurements Gather data Process data Analyze information & data Present assessment Implement improvement
Delivery Schedule
Re gis ter
Risks Resources Responsible Relationship
Seven-step Improvement Process
Understand Patterns of Business Activity (PBA) Understand demand Manage strategic supply and demand
y lic Po
Record/Review Proposals Assess/evaluate Authorize Coordinate Review
Capacity Management Trending & modelling Budgeting & planning upgrades Tuning & optimization Monitoring & reporting performance Demand management Application sizing Service Operations
Access Management
Known Errors
Release & Deployment Management
Service Catalogue
Standard change Change models Standard deployment Automation
Known Error records
Release Package
SKMS
Demand Management
Management of Risk M_o_R®
Known Error Database (KEDB)
Definitive Media Library (DML)
SKMS Supplier strategy & policy Evaluation of suppliers & contracts Establishment of suppliers & contracts Review, renewal, termination Categorization of suppliers and contracts Service Maintenance Operations of SCMIS
Manage budgets
Business Process
Configuration Management Databases (CMDBs)
Menu Authorization Fulfilment
Problems
Control
Business Relationship Management
Configuration Management System (CMS)
Requests
Detect & log Categorize & prioritize Diagnosis Workaround Resolution
Damage
Retired Services
Service Level Package (SLP)
SKMS CMS
Plan - CMS, CIs, baselines Identify CIs Control CIs Account for CI status Verify & audit CMS
Security Management Information System (SMIS)
Request Fulfilment
Problem Management
Service Knowledge Management System (SKMS)
Service Asset & Configuration Management
Directories Desktop Middleware Internet / intranet / web
ITIL Expert [min 22]
[ credits / training ]
Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS.
Service Strategy
IT strategy/ steering group
Service Design
Chief Information officer (CIO) SS Responsible for overall balance of IT investments Ensuring that IT operates according to corporate governance
Strategy management for IT services process manager SS 6.8.5.2 Define IT Strategy to underpin business strategy Implement and operate IT Strategy
Service Transition
Service design manager
Service transition manager
SD 6.2.3 Process owner for SD processes Part of Service Management office
Design coordination process manager
SS 6.8.6.3 Implement and operate ITSM processes Drive ITSM improvement initiaties Run Service Management Office
Availability management process manager
SD 6.3.5.1 Ensure strategy is reflected in design Ensure consistent design Coordinate all design activities and resources Produce SDPs
SD 6.3.8.2 Ensure services perform as agreed. Design new services are designed according to requirements Proactively improve av.
Business relationship management process manager
Service portfolio management process manager
Service catalogue management process manager
IT service continuity management process manager
SS 6.8.8.3 Identify customer needs and match to portfolio Establish and maintain relationship to customer Ensure customer satisfaction
SS 6.8.7.2 Manage and maintain service portfolio Market portfolio Manage processes to keep portfolio up to date and attractive
SD 6.3.6.2 Ensure all services are recorded in catalogue Ensure that catalogue is up to date and aligned with portfolio and CMS
SD 6.3.10.2 Perform business impact analysis Align with Business continuity management Develop continuity strategy and plans
Transition planning and support process manager ST 6.4.5.3 Manage and coordinate function involved in ST Coordinate all transition activities and resources Ensure final delivery meets SDP specification
Transition planning and support practitioner ST 6.4.5.4 Maintain and integrate plans for transitions Maintain and monitor progress and risks Maintain records and communicate
Change authority
Business relationship manager
SS 6.8.11 Promote sourcing strategy Develop sourcing strategy with CIO Coordinate toward goals
SS 6.8.8.1 Manage relationship with specific customer Can be combined with Service Level manager
Financial mgmt for IT services process manager SS 6.8.9.2 Create and manage budged and initiate corrective actions Formulate and manage recharging systems Identify value for money
Budget holders SS 6.8.9.3 Submit budget estimate Manage budget on ongoing basis Report on budget activites and outcomes
Generic Roles
Contract manager SS 6.8.11 Contract creation and management Conflict resolution Service definition and management
Service level management process manager SD 6.3.7.2 Collect and document SLR Negotiate and agree SLA Align SLA with OLAs and contracts Initiate improvements
SD 6.3.12.2 Underpin SLAs with contracts Ensure value for money from IT suppliers Review contracts and supplier performance
SD 6.3.13.2 Design new services Map all processes Design IT architecture and set policies Design for all 5 aspects of service design
SS 6.8.10.2 Determine Patterns of business activity (PBA) to understand demand Define user profiles Help design services to meet PBA
SD 6.3.9.2 Match capacity to demand and optimize existing capacity Size new services Forcast future capacity needs
SS 6.8.1 Ensure service delivery meet customer requirements Representing the service Identify improvement opportunities
SD 6.3.11.2 Create, maintain, implement and enforce IT security policy Design security controls, monitor breaches and handle security incidents
IT designer / architect
Capacity management process manager
Service owner
Information security management process manager
Supplier management process manager
Demand management process manager
Process owner SS 6.8.2 Sponsor process Set process strategy Define policies and standards Provide resources Review improvements
ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. M_o_R® is a registered trade mark of AXELOS Limited.
Service operation Manager SO 6.10 Process owner for SO processes Part of Service management office
ST 6.2.1 / 6.4.5.1 Process owner for ST processes Part of Service Management office
Service management director
Chief sourcing officer (CSO)
Service Operation
ST 6.5.6.5 Review relevant RFCs Authorise changes at agree points Participate in reviews Attend CAB meetings
Release & deployment mgmt process manager
Change management process manager ST 6.4.6.2 Planning and managing support for process and tools Maintaining change schedule and PSO
Change initiator ST 6.4.6.3 Identify requirements Submit change proposal Submit RFC Provide further info Assist in reviewing before closure
ST 6.4.6.7 Decide attendees Plan, schedule, manage & chair meetings Convene emergency CAB when needed
Request fulfilment process manager
SO 6.7.5.2 Driving efficiency and effectiveness of IM Coordinating interfaces to other processes Managing major incidents Managing tools
SO 6.7.10.1 Manage SD resources and activities Act as escalation point Attend CAB meetings Monitor and report on SD performance
Service desk supervisor
Request fulfilment analyst
Technical analyst / architect SS 6.7.11.2 Determine needs from users and stakeholders Define and maintain knowledge about systems Ensure performance of infrastructure
Release packaging and build practitioner
Configuration analyst
First line analyst
ST 6.4.8.3 Establish final release including knowledge Build & test release Report Known Errors Provide input for DML checkin authorization
ST 6.4.7.3 Propose scope for SACM Define structure of CMS Support in creating process & procedures Perform audits of configuration data
SO 6.7.5.3 Record and analyze and route incidents as needed Provide ownership, monitor tracking of inc. Escalate as needed
SO 6.7.10.2 Ensuring correct staffing and skill levels Act as escalation point Arrange staff training and awareness Liaising with Change M.
SO 6.7.7.3 End-to-end responsibility for handling requests Communicating and escalating Ensuring requests are logged.
Configuration librarian
Second line analyst
Service desk analyst
Access management process manager
SO 6.7.10.3 Provide 1st line support Taking calls Handling incidents and requests
SO 6.7.9.2 Manage support for process and tools Coordinate interfaces to other processes
Deployment practitioner ST 6.4.8.4 Carry out physical delivery of deployment Coordinate training and documentation. Provide feedback on effectiveness of release
Early life support practitioner
ST 6.4.9.2 Design and plan test conditions, scripts and test data sets Verify test results Manage test environments
Service desk manager
ST 6.4.7.2 Accountability for stewardship of IT fixed assets Ensuring config data available when and where it’s needed
Service validation & testing process manager
CAB chair
Incident management process manager
ST 6.4.8.2 Coordinate resources to build, test & deploy Plan and manage support for tools and process Ensure Change authorization
Change Practitioner ST 6.4.6.4 Verify that RFCs are completed Submit to change authorities Monitor and review build & test activities
SACM process manager
ST 6.4.7.4 Create and maintain CI records Maintain and provide CI status information Assist in performing configuration audits
Knowledge management process manager
ST 6.4.8.5 Ensure delivery of support documentation Provide support to assist Service Desk Adapt and perfect elements for final release
ST 6.4.11.2 Ensuring knowledge is made available Supporting tools Encouraging people to contribute knowledge to SKMS
SO 6.7.5.4 Similar to First line analyst Additional time to spend on incidents Locate close to 1st line
Third line analyst
Super user
SO 6.7.5.5 Specialist support groups Handle complicated timeconsuming incidents
SO 6.7.10.4 Facilitate communication between users and SD Support for minor inc. Staff training Involved in new releases and deployments
CAB member
Service validation & testing practitioner
Build and test environment manager
Knowledge management process practitioner
Problem management process manager
Applications manager / team leader
ST 6.4.6.6 Attend CABs Review RFCs and make recomendations Review Change schedule and identify conflicts
ST 6.4.9.3 Conducting tests Recording, analyzing and managing test events and incidents, and performing retests Administering test assets
ST 6.4.8.6 Ensuring release built to specification Ensuring components are from controlled sources Building and maintaining test environments
ST 6.4.11.3 Identify, control and store information Monitor information for correctness Ensure single source of truth
SO 6.7.6.2 Liaising with resolution groups to ensure swift resolutions Ownership and maintenance of KEDB Gatekeeper for KEs
SO 6.7.13.1 Leadship and control for application team Ensure staffing skills Ongoing communication on application performance
Change evaluation process manager
Change evaluation process practitioner
SO 6.7.7.2 Planning and management for tools and process Ensuring requests are handling according to SLAs
Event management process manager SO 6.7.8.2 Planning and management for tools and processes Coordinate interfaces to other processes
Shift leader SO 6.7.12.2 Take leadership for IT operations during shift Ensure activities are satisfactorily performed Liaising with other shift leaders
Technical manager / team leader SO 6.7.11.1 Provide leadership in specific technical area Ensure staff training, awareness and skills Perform line management for team
Technical operator SO 6.7.11.3 Day-to-day operational tasks Usually delegated to IT operations team
IT operations Manager SO 6.7.12.1 Provide leadership for IT operations team Report on IT operations issues Line-management for team
IT operations analyst SO 6.7.12.3 Determine most effective and efficient way to perform operations Define backup strategy and schedule
IT planner SD 6.3.13.1 Create and implement plans based on IT strategy Assume responsibility for standards and policies
Process manager SS 6.8.3 Plan and coordinate process activities Manage roles and resources Monitor process performance
ST 6.4.10.2 Planning and coordinating resources needed to evaluate changes Ensure timely report delivery
Process practitioner SS 6.8.4 Carry out activities in process Creating and updating records
Knowledge creator
ST 6.4.10.3 Develop evaluation plans Establish risks and issues associated with all aspects of transition Creating evaluation reports
RACI SD 3.7.4.1 Responsible Accountable Consulted Informed
ST 6.4.11.4 Create knowledge Share knowledge Carried out by many different people in the organisation
Role SD 6.3 A role is a set of responsibilities, activities and authorities granted to a person or a team.
© Materna 2014, unless otherwise stated. Version 4.0.0
Continual Service Improvement
Problem analyst SO 6.7.6.3 Analyzing, investigating and resolving problems Raising RFCs as needed Update KEDB Assist with major incidents
Applications analyst / architect SO 6.7.13.2 Determine needs from users and stakeholders Ensure design match needs for operations Generate test requirements
CSI manager CSI 6.3.5 Develop CSI domain Ensure tools and processes are in place Ensure CSI activitites are coordinated across lifecycle
IT operator SO 6.7.12.4 Perform backups Monitor job queues, printer queues Run scheduled jobs Physical installation in DC
Seven-step improvement process manager CSI 6.3.6.2 Maintain CSI register Coordinate interface to other processes Planning and management of process and tools
Reporting analyst CSI 6.3.6.3 Consolidate data from multiple sources Produce trends and provide feedback Produce reports on OLAs and SLAs
Based on AXELOS ITIL® material. Material is reproduced under licence from AXELOS.
