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ITILv3 (SERVICE STRATEGY (CONCEPTS and MODELS (BUSINESS CASE (evaluate the…
ITILv3
SERVICE STRATEGY
overview
SERVICE SELECTION
BUSINESS VALUE
SERVICES align with BUSINESS OBJECTIVES -
SERVICES offer VALUE -
SERVICES offered by PROVIDER to be RECOGNIZED -
PROVIDER can handle COSTS and RISKS -
CONCEPTS and MODELS
BUSINESS CASE
evaluate the FEASIBILITY and DESIRABILITY of creating and providing various IT services
ROI / VOI
UTILITY
WARRANTY
RESOURCES
CAPABILITIES
SERVICE PORTFOLIO
SERVICE PIPELINE
SERVICE CATALOG
RETIRED SERVICE
SERVICE BELT
SERVICE ASSETS
CUSTOMER ASSETS
PROCESSES
SERVICE STRATEGY
UNDERSTAND the MARKET
DEVELOP the OFFERINGS
DEVELOP STRATEGIC ASSETS
PREPARE for EXECUTION
SERVICE PORTFOLIO MANAGEMENT
MANAGEMENT of INFORMATION
DEMAND MANAGEMENT
UNDERSTANDIN and INFLUENCING CUSTOMER DEMAND
MODELS:
USER PROFILE -
PATTERN OF BUSINESS ACTIVITY -
IT FINANCIAL MANAGEMENT
UNDERSTANDING and MANAGING COSTS and OPPORTUNITIES
DECISION SUPPORT
ACTIVITIES
ACCOUNTING -
BUDGETING -
CHARGING -
BRM
CUSTOMER'S SATISFATION
CONTINUAL SERVICE IMPROVEMENT
BUSINESS VALUE
ALIGNED with BUSINESS OBJECTIVE
meet agreed LEVEL of PERFORMANCE
EFFICIENCY of SERVICE DELIVERY improves
SERVICE MANAGEMENT effort undergo REVIEWs
CONCEPTS and MODELS
MEASUREMENT
JUSTIFY
DIRECT
INTERVENE
VALIDATE
OBJECTIVE ->
CRITICAL SUCCESS FACTOR ->
KEY PERFORMANCE INDICATORS ->
METRICS --
(MEASUREMENT)
DEMING CYCLE
-> PLAN -> DO -> CHECK ->ACT ->
THE CONTINUAL SERVICE IMPROVEMENT MODEL/APPROACH
WHAT THE VISION?
WHERE ARE WE NOw?
WHERE DO WE WANT TO BE?
HOW DO WE GET THERE?
DID WE GET THERE?
HOW DO WE MAINTAIN MOMENTUM?
SERVICE IMPROVEMENT PLAN (SIP)
CSI register
record all possible improvemenr opportunities
PROCESSES
THE SEVEN STEPS IMPROVEMENT PROCESSES
DECIDE WHAT SHOULD BE MEASURED
DECIDE WHAT CAN BE MEASURED
GATHER THE DATA
PROCESS THE DATA
PRESENT AND USE THE DATA
IMPLEMENT CORRECTIVE ACTION
SERVICE LEVEL MANAGEMENT
REGULAR MEASUREMENT and REVIEW of the SERVICES
METRICS
PROCESS
CDFs
KPIs
QUALITY
PERFORMANCE
VALUE
COMPLIANCE
SERVICE
END-to-END SERVICE PERFOMANCE
CUSTOMER-FACING REPORT
TECHNOLOGY
managing COMPONENTS
using MONITORING SYSTEM (AVAILABILITY and PERFORMANCE)
CORE
CONCEPTS
SERVICES
SERVICE MANAGEMENT
GOOD/BEST PRACTICES
STANDARDS
PUBLIC FRAMEWORKS
ACADEMIC RESEARCH
PROPRIETARY KNOWLEDGE
SERVICE LIFECYCLE
PROCESSES
PROCESS CONTROL
THE PROCESS ITSELF
PROCESS ENABLERS
FUNCTIONS
ROLE
SERVICE OWNER
UNIQUE
ACCOUNTABLE
ONE SERVICE across ALL PROCESS AREAS
PROCESS OWNER
ONE PROCESS across ALL SERVICES
SERVICE MANAGER
PRODUCT MANAGER
HIERARCHY
SERVICE MANAGER
PRODUCT MANAGER
SERVICE OWNER
SERVICE OWNER
PRODUCT MANAGER
SERVICE OWNER
SERVICE OWNER
PROCESS PRACTITIONER
CARRY OUT the PROCESS ACTIVITIES
FUNCTIONS
SERVICE DESK
CONFIGURATION
CENTRALIZED
VIRTUAL
LOCAL
FOLLOW THE SUN
TECHNICAL MANAGEMENT
APPLICATION MANAGEMENT
IT OPERATIONS MANAGEMENT
OPERATION CONTROL
FACILITIES MANAGEMENT
RACI model
RESPONSIBLE
ACCOUNTABLE
CONSULTED
INFORMED
SERVICE TRANSITION
BUSINESS VALUE
BUSINESS CHANGE
MINIMIZING IMPACT
MAKE USE NEW or CHANGED SERVICE
ENSURING DESIGNS are IMPLEMENTED as INTENDED
ENSURING SMO is READY to SUPPORT
REDUCING the # DEFECTS INTRODUCED
CONCEPTS and MODELS
SERVICE V-MODEL
CHANGE
REQUEST FOR CHANGE (RFC)
NORMAL CHANGE
STANDARD CHANGE
EMERGENCY CHANGES
CHANGE AUTHORITY
CHANGE ADVISORY BOARD (CAB)
EMERGENCY CHANGE ADVISORY BOARD (ECAB)
CHANGE MODEL
RELEASE
RELEASE UNIT
BASELINE
CONFIGURATION MANAGEMENT SYSTEM (CMS)
CONFIGURATION ITEM (CI)
PROCESSES
CHANGE MANAGEMENT
RECORDING of RFCs
REVIEW of RFCs
ASSESSMENT and EVALUATION of RFCs
AUTHORIZATION of RFCs
PLANNING
IMPLEMENTATION COORDINATION
REVIEW and CLOSURE
NOT cover BUSINESS, PROJECT, or MINOR OPERATIONAL CHANGES
SERVICE ASSET and CONFIGURATION MANAGEMENT
PLANNING
IDENTIFICATION
CONTROL
STATUS ACCOUNTING
VERIFICATION and AUDIT
DEFINITIVE MEDIA LIBRARY (DML)
version of all media CIs are PROTECTED and STORED
ROLE:
CONFIGURATION ADMINISTRATOR/LIBRARIAN
CONFIGURATION MANAGER
CONFIGURATION ANALYST
CONFIGURATION CONTROL BOARD
SERVICE ASSET MANAGER
CMS/TOOLS ADMINISTRATOR
TRANSITION PLANNING and SUPPORT
INTERFACE - SERVICE TRANSITION, PROJECT MANAGEMENT, BUSINESS ENGAGEMENT
SERVICE VALIDATION and TESTING
EVALUATION
POST-RELEASE
KNOWLEDGE MANAGEMENT
DATA - INFORMATION - KNOWLEDGE - WISDOM
RELEASE and DEPLOYMENT MANAGEMENT
RELEASE delivered with MINIMAL IMPACT -
DEFINE and AGREE on deployment plans with the STAKEHOLDERS -
TEST RELEASE PACKAGE -
EARLY LIFE SUPPORT
resolve operation and support issue
sevice enter in the LIVE ENVIRONMENT
SERVICE OPERATION
BUSINESS VALUE
OPERATE within EXPECTED PERFORMANCE PARAMETERS
RESTORING SERVICE
MINIMIZING IMPACT to the BUSINESS
COMMUNICATION btw USERS and SP
COORDINATE and CARRY OUT the activities
CONCEPTS and MODELS
BALANCE
REACTIVE and PROACTIVE
INTERNAL and EXTERNAL focus
COST and QUALITY
STABILITY and FLEXIBILITY
COMMUNICATION
USERS/CUSTOMERS and IT SP
INSIDE IT SP
IT SP and SUPPLIERS
INCIDENT
PROBLEM
ERROR
KNOWN ERROR
EVENT
FACILITIES MANAGEMENT
PROCESSES
INCIDENT MANAGEMENT
DETECTION
LOGGING
CLASSIFICATION
PRIORITIZATION
INVESTIGATION and INITIAL DIAGNOSIS
ESCALATION
RESOLUTION and RECOVERY
CLOSURE
INCIDENT MODEL
STEPS to solve the incident
PROBLEM MANAGEMENT
REACTIVE
PROACTIVE
OUTPUT
: KNOWN ERROR DATABASE (KEDB)
RECORD
KNOWN ERROR
problem ROOT CAUSE and WORKAROUND
EVENT MANAGEMENT
intercept EVENT and select appropriate ACTION
INFORMATIONAL
WARNING
EXCEPTION
SERVICE REQUEST FULFILLMENT
assisting USERS
ACCESS MANAGEMENT
INFORMATION SECURITY POLICY
SERVICE DESIGN
BUSINESS VALUE
BUSINESS OBJECTIVE -
UTILITY and WARRANTY/SERVICE STRATEGY -
SERVICE OFFERINGS -
follow AGREED ARCHITECTURAL STANDARDS -
IMPLEMENTED EFFICIENTLY -
to allow to MEASURE the PERFORMANCE -
SERVICE DESIGN PACKAGE (SDP)
define OBJECTIVE and POLICIES
CONCEPTS and MODELS
BUILDING QUALITY
QUALITY TARGET
SERVICE DESIGN --> SERVICE OPERATION
WARRANTY
AVAILABILITY -
CAPACITY -
IT SERVICE CONTINUITY -
SECURITY MANAGEMENT -
SERVICE CATALOG
ENTRY PORTAL
FOUR P's
PEOPLE -
PROCESSES -
PRODUCTS -
PARTNERS -
FIVE ASPECTS/AREAS
NEW or CHANGED SERVICE ITSELF -
PROCESSES -
SYSTEMS and TOOLS -
TECHNOLOGY ARCHITECTURES -
MEASUREMENT SYSTEMS and METRICS
SERVICE architecture
APPLICATION architecture
INFORMATION and DATA architecture
IT INFRASTRUCTURE architecture
ENVIRONMENTAL architecture
PROCESSES
SERVICE CATALOG
INFORMATION
FEATURES -
GUIDELINES FOR APPROPRIATE USE -
MEANS of ACCESSING -
PRICING -
KEY CONTACT -
SLA -
SERVICE LEVEL MANAGEMENT
AGREEMENTS CUSTOMER & PROVIDER
UTILITY: LEVELS OF PERFORMANCE -
WARRANTY: LEVELS OF RELIABILITY -
RESULTS: SLA
SLA MONITORING CHART (SLAM)
ACHIVEMENTS vs TARGETS
OLA
SUPPORT UPSTREAM SLA
needed CONTRACTS and AGREEMENTS
TARGETS
AVAILABILITY MANAGEMENT
ABILITY TO PERFORM ITS FUNCTION WHEN REQUIRED
assist
DEVELOPMENT SLT --> SLA -
DESIGN SERVICE meets AVAILABILITY REQUIREMENTS -
MEASUREMENT and MONITORING -
RESPONSES to AVAILABILITY-related INCIDENTS -
CAPACITY MANAGEMENT
MAXIMUM THROUGHPUT it CAN HANDLE
activities
BUSINESS CAPACITY MANAGEMENT (BCM) -
SERVICE CAPACITY MANAGEMENT (SCM) -
COMPONENT CAPACITY MANAGEMENT (CCM) -
IT SERVICE CONTINUITY MANAGEMENT PROCESS (ITSCM)
PROVIDED MINIUM AGREED SERVICE LEVEL
techniques
BUSINESS IMPACT ANALYSIS (BIA) -
MANAGEMENT OF RISK (MOR) -
RESULTS --> IT SERVICE CONTINUITY PLAN
IT SECURITY MANAGEMENT
PROTECTION OF IT ASSETS
CONFIDENTIALITY -
INTEGRITY -
AVAILABILITY -
AUTHENTICITY -
NON-REPUDIATION -
SUPPLIER MANAGEMENT
OBTAINING VALUE FOR MONEY
UNDERPINNING CONTRACT
service DESIGN activities
service OPERATION activities
CONTINUAL IMPROVEMENT activities
DESIGN COORDINATION
SDP
Service Acceptance Criteria (SAC)
ensure DELIVERY and SUPPORT
By providing a single point, complications and
misunderstandings are avoided
METRIC TREES