clavismap | itil 2011 edition | english · • achievements against metrics, kpis and csfs ... •...

CLAVISmap | ITIL® 2011 Edition | Version 2.0 | © CLAVISKLW AG | www.klw.ch ITIL® is a registered trade mark of the Cabinet Office | The Swirl logo™ is a trade mark of the Cabinet Office

7 Step Improvement Process Ensure the continual improvement of IT Services and IT Service Management processes.

Demand Management Understand, predict and influence the demand for services on the customer side and the provision of capacity to meet these needs.

Financial Management for IT Services Ensure adequate funding for the design, development and delivery of IT Services that support the organisation's strategy.

Strategy

Management

for IT Services

Definition, management and implementation

of a Service Strategy to best support the

business results and ensure effective and

efficient management of the services required

for that purpose.

Service Portfolio

Management

Create and maintain a service portfolio

aligned to the current and future needs of the

customer and the market.

Service Level Management Ensure all current and planned IT services are provided in accordance with the agreed and achievable goals.

Service Catalogue Management Provide accurate and complete information on all operational IT Services.

Capacity Management Ensure an economic fulfilment of current and future capacity requirements to the IT Services.

Availability Management Ensure an economic fulfilment of current and future availability requirements to the IT Services.

IT Service Continuity Management Support the overall Business Continuity Management (BCM) by ensuring the recovery of business-critical IT Services in serious exceptional situations to maintain the company's capacity to act.

Information Security Management Ensure the protection of assets, information, data and IT Services according to their availability, confidentiality, integrity and authenticity requirements.

Knowledge Management Ensure reliable knowledge as a basis for adept decision making is available and maintained throughout the entire service lifecycle.

Problem Management Reduce the negative impact of incidents and problems to the business and proactively prevent the recurrence of incidents.

Incident Management Ensure the agreed recovery of normal service operation and minimize the negative effects on

business operations to maintain the agreed service quality.

Supplier Management Ensure services provided by external suppliers are aligned to the business requirements and are delivered in the required quality and at an agreed price.

Change Management Control the lifecycle of all changes by taking into account the risks involved.

Service Asset & Configuration Management Providing current and consistent information about all service assets and configuration items required for the provision of the services.

Release & Deployment Management Ensure timely and undisturbed rollouts of tested and approved releases into production, as well as an effective use of IT Services.

Service

Validation

& Testing

Ensure new or changed IT Services are in

conformance with the defined design specifi-

cations and meet the business requirements.

Change

Evaluation Ensure the intended and unintended effects and results of Service Changes are

known, evaluated and assessed.

CLAVISmap ITIL® 2011 Edition Processes and functions of the ITIL® 2011 Edition in a nutshell

Transition

Planning

& Support

Ensure resources required for a successful introduction of new or

changed IT Services are planned and co-ordinated.

The Service Desk is the central point of contact (single point of

contact - SPOC) for communication between service providers

and users and ensures the availability of the IT organization.

A Service Desk handles usually incidents and service requests

and is responsible for the communication with the users.

Service Desk

Technical Management is responsible for the provision of tech-

nical expertise to support the IT Services and for the manage-

ment of the IT infrastructure. Technical Management defines the

roles of support groups as well as the necessary tools, proces-

ses and procedures.

Technical Management

Application Management is responsible for the management of

applications throughout their entire lifecycle.

Application Management

Operations Management

IT Operations Control

IT Operations Control is responsible for the monitoring and

control of IT services and the IT infrastructure.

Facilities Management

Facilities Management is responsible for the management of

physical environments and the locations in which IT infrastruc-

ture resides. It includes all aspects of the management of the

physical environment such as energy and cooling, access

management and building supervision.

Functions Functions refer to teams or groups of people and the aids and tools or other resources that are used to carry out one or

more processes or activities. The functions are described in the lifecycle phase Service Operation, altough they have a

stake in all phases of the lifecycle.

ITIL ® Service Operation

www.best-management-practice.com

2011 edition BEST

MANAGEMENT PRACTICE PRODUCT

Continual Service Improvement Continual Service Improvement continually improves

the IT Services and the IT Service Management

processes by increasing efficiency,

maximizing effectivity and optimizing costs.

ITIL ® Continual Service Improvement


2011 edition BEST


Service Strategy Service Strategy designs, develops and implements

IT Service Management as a strategic asset and aligns IT Strategies and IT Services to the objectives of

the business.

ITIL ® Service Strategy


2011 edition BEST


Service Design Service Design focuses on the design and development

of new or changed IT Services taking into account

solutions, systems, processes, tools and metrics.

ITIL ® Service Design


2011 edition BEST


Service Transition Service Transition transfers in a controlled manner new

and changed IT Services and the required capabilities

to the business and into operations.

ITIL ® Service Transition


2011 edition BEST


Service Operation Service Operation ensures the efficient and effective

operation, support and maintenance of IT Services. ITIL ® Service Operation


2011 edition BEST


Design Coordination Ensure a consistent and effective design of services through planning and coordination of all design activities and the necessary resources and

capabilities.

Business Relationship Management Establish and maintain a constructive relationship between the service provider and the customer based on understanding the dynamically changing needs of the customer and the capabilities of the service provider.

Event

Management Ensure events are detected and managed

over their entire life cycle.

Request

Fulfilment Ensure the handling and treatment of all

service requests.

Access

Management

Ensure authorized access and prevent un-

authorized access to IT Services, data, sys-

tems and resources.

EXAMPLES_OF_INPUTS_AND_OUTPUTS_IN_THE_SERVICE_LIFECYCLE

ITIL ® Service Strategy


2011 edition BEST

MANAGEMEN

T PRACTICE PRODUCT

• Information and feedback for business cases and service portfolio

• Requirements for strategies and plans

• Inputs and feedback on strategies and policies

• Financial reports, service reports, dashboards and outputs of service review meetings

• Response to change proposals

• Service portfolio updates including the service catalogue

• Change schedule

• Knowledge and information in the SKMS

• Vision and mission

• Strategies, strategic plans and policies

• Financial information and budgets

• Service portfolio

• Change proposals

• Service charters including service packages, service models, and details of utility and warranty

• Patterns of business activity and demand forecasts

• Updated knowledge and information in the SKMS

• Achievements against metrics, KPIs and CSFs

• Feedback to other lifecycle stages

• Improvement opportunities logged in the CSI register

ITIL ® Service Design


2011 edition BEST


• Service portfolio updates including the service catalogue

• Service design packages, including details of utility and war-ranty, acceptance criteria, updated service models, designs and interface specifications, transition plans, operation plans and procedures

• Information security policies

• Designs for new or changed services, management informati-on systems and tools,

• Technology architectures, processes, measurement methods and metrics

• SLAs, OLAs and underpinning contracts

• RFCs to transition or deploy new or changed services

• Financial reports









• Service charters including service packages, service models and details of utility and warranty

• Feedback on all aspects of service design and service design packages

• Requests for change (RFCs) for designing changes and impro-vements

• Input to design requirements from other lifecycle stages

• Service reports, dashboards and outputs of service review meetings


ITIL ® Service Transition


2011 edition BEST


• New or changed services, management information systems and tools, technology architectures, processes, measurement methods and metrics

• Responses to change proposals and RFCs

• Change schedule

• Known errors

• Standard changes for use in request fulfilment

• Knowledge and information in the SKMS (including the confi-guration management system)










• Change proposals, including utility and warranty require-ments and expected timescales

• RFCs for implementing changes and improvements

• Service design packages, including details of utility and war-ranty, acceptance criteria, service models, designs and inter-face specifications, transition plans, operation plans and procedures

• Input to change evaluation and change advisory board (CAB) meetings


ITIL ® Service Operation


2011 edition BEST


• Achievement of agreed service levels to deliver value to the business

• Operational requirements

• Operational performance data and service records

• RFCs to resolve operational issues











• Service design packages, including details of utility and war-ranty, operations plans and procedures, recovery procedures

• Service level agreements (SLAs), operational level agree-ments (OLAs) and underpinning contracts

• Known errors

• Standard changes for use in request fulfilment

• Information security policies

• Change schedule

• Patterns of business activity and demand forecasts


ITIL ® Continual Service Improvement


2011 edition BEST


• RFCs for implementing improvements across all lifecycle stages

• Business cases for significant improvements

• Updated CSI register

• Service improvement plans

• Results of customer and user satisfaction surveys










• Achievements against metrics, key performance indicators (KPIs) and critical success factors (CSFs) from each lifecycle stage

• Operational performance data and service records



This overview lists some of the most important inputs and outputs between the individual phases of the service lifecycle to illustrate how the different lifecycle phases interact with each other. The overview does not claim to be exhaustive.

CLAVISmap | ITIL® 2011 Edition | Version 2.0 | © CLAVISKLW AG | www.klw.ch ITIL® is a registered trade mark of the Cabinet Office | The Swirl logo™ is a trade mark of the Cabinet Office

clavismap | itil 2011 edition | english · • achievements against metrics, kpis and csfs ... •...

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