ITIL : Service Lifecycle - Poster ( More ITIL Posters on: https://flevy.com/author/ivananissen/itil-posters-80 )
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The document outlines the ITIL v3 service lifecycle model, detailing processes for service strategy, design, transition, operation, and continual service improvement. It includes frameworks for managing services, such as incident management, change management, and availability management, emphasizing the importance of data, contracts, and supplier relationships. Additionally, it discusses methodologies for assessing and improving IT service management performance over time.
ITIL : Service Lifecycle - Poster ( More ITIL Posters on: https://flevy.com/author/ivananissen/itil-posters-80 )
- 1. ITIL® V3 - 2011 Service Lifecycle Model SERVICE TRANSITION SERVICEOPERATION SERVICE STRATEGY SERVICEDESIGN - Draft/Negotiate/Agree - Implement - Manage ongoing service - Report, Reviews & Improve ... Service Levels - Evaluate/ Establish/ Manage Suppliers & Contracts - Renew or Terminate Contracts - Maintain SCD - Analiysis of Requirements - Strategy - Plan - Implement (incl.testing) - Awareness - Maintain - Invocation - Plan - Implement - Evaluate - Maintain - Control ... Information Security - Risk assessment and management - Plan & design - Implement - Manage performance - Monitor, measure, analyse, report & review ... Avalability Development Environment - Planning - Preparation Controlled Test Environment - Build and Test - Service Testing and Pilots - Plan and prepare for deployment - Transfer, Deployment and Retirement - Verify Live Environment - Early Life Support - Release Review - Determining knowledge management strategy - Knowledge transfer - Managing data, information and knowledge - Using the SKMS - Management & Planning - Configuration identification - Configuration control - Status accounting & Reporting - Verification & Audit ------------------------------------------ -Maintainance of Asset inventory - Design & Event Modelling - System Configuration - Service Monitoring - Response & selection - Review & Close - Identification & Logging - Categorise - Prioritise - Initial diagnosis - (Incident escalation) - Investigation & Diagnosis - Resolution & Recovery - Closure ... of Incidents - Detect & Logging - Categorise - Prioritise - Investigation & Diagnosis - Resolution - Closure - Review ...of Problems - Service valuation - Analyze investments - Compliance Event DML Strategies, Policies, Objectives, Requirements Service Portfolio SCD - Underpinning Contracts (UC) - Supplier reports - Supplier information AMIS - Availability Plan - Design criteria - Reports - Projected service outage - Testing schedule - Release plans - Release policy - Release package - Remmediation plan - Release and deployment models - Acceptance criteria CMDB Incident Management V model Service Asset and Configuration Management Release and Deployment Management Knowledge Management Problem Management F Self Service Service Desk Event Management Service Level Management Supplier Management IT Service Continuity Management Availability Management Information Security Management Financial Management for IT Services - Plan & Design - Implement - Manage Performance - Report & Review ... Capacity CMIS - Capacity Plan - Forecasts - Capacity & Performance Reports - Capacity Data Capacity Management Business CaM Service CaM Component CaM User Customer SKMS SKMS SKMS SKMS Presentation Layer Knowledge Processing Layer Information Integration Layer Data and Information Sources And Tools - Produce - Maintain - Ensure availability ...Service catalogue Service Catalogue Management SMIS - Information Security Policy - Security reports & information - Security controls - Security risks & responces - Identify sources of demand forecasting - Activity based demand management - Develop differentiated offering - Management of operational demand CONTINUAL SERVICE IMPROVEMENT AMIS – Availability Management Information System BIA – Business Impact Analysis CaM - Capacity Management CMDB – Configuration Management Database CMIS – Capacity Management Information System CMS – Configuration Management System CS – Change Schedule CSF – Critical Success Factor DML – Definitive Media Library DIKW – Data,Information,Knowledge,Wisdom F – Function OLA – Operational Level Agreement PBA – Patterns of Business Activity RACI – Responsible, Accountable, Consulted, Informed RFC – Request For Change SC – Service Catalogue SCD – Supplier and Contract Database SCMIS – Service Continuity Management Information System SDP – Service Design Package SIP – Service Improvement Plan SKMS – Service Knowledge Management System SLA – Service Level Agreement SLR – Service Level Requirements SMIS – Security Management Information System UC – Underpinning Contract UP – User Profile ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of The Office of Government Commerce Demand Management 7-step Improvement Process Standard Normal Emergency Change Change Change - Record RFC - Review RFC - Assess & Evaluate Change - Authorize change build and test - Coordinate change build and test - Authorize change deployment - Coordinate change deployment - Review & close change record - Request for Change (RFC) - Change proposal - Change Schedule (CS) Change Management DIKW Data -Information -Knowledge - Wisdom - Define ... - Analyze... - Approve... - Charter... Service portfolio Service Portfolio Management CMDB CMS - Verify Request for Access - Restrict/Provide Access - Monitor/Identify status - Access Monitoring & Control - Remove/Restrict Access Rights - Maintain Roles & Groups Access Management F Application Management F Technical Management Operations Control Facilities Management FIT Operation Management - Inform users about: - Availability of service - Procedures to obtain service - Channel user request - Assist with information, complaints, requests Request Fulfilment - Coordinate appropriate response to customer requirements - Coordinate marketing, selling and delivery activities - Business relationship activities through the lifecycle Business Relationship Management Pipeline Service Catalogue Retired Services Technical SC Business SC - Analyse internal factors - Analyse external factors - Define market space - Identify strategic industry factors - Establish objectices 4 P: Perspective, Position , Plan, Pattern: - Determine perspective (Vision) - Form a position (Policies) - Craft a plan (Plans) - Adopt patterns of action (Actions / CSFs) Documented Service Strategy: - Service management - Align assets with customer outcomes - Optimize critical success factors - Prioritize investments Strategic assessment Strategy generation Strategy execution (through the lifecycle) Strategy Management for IT Services - Service portfolio - Financial management - Service design requirements - Service transition requirements - Service operation requirements Continual Service Improvement Expansion and growth Strategy measurement and evaluation Budgeting - Patterns of Business Activity(PBA) - User Profiles (UP) - Service Packages - Service Level Packages - Stakeholder definitions - Business outcomes - Customer portfolio - Customer satisfaction - Customer perception - Schedule of customer activities - Budgets - Financial plans - Cost models - Chart of accounts - Charging policies - Service Level Agreements (SLA) - Operational Level Agreement (OLA) - Service level reports & reviews - Customer satisfaction - Service improvement plan (SIP) Supplier Service Design Package (SDP) Risk Management Governance Service Design Coordination For the overall service design lifecycle stage - Define and maintain policies and methods - Plan design resources and capabilities - Coordinate design activities - Manage design risks and issues - Improve service design For each design Plan individual design - Coordinate individual design - Monitor individual design - Review designs and ensure handover of service design package For the overall service design lifecycle stage For each design Plan individual design Accounting Charging SCMIS - Business impact analysis - Risk analysis - Risk reduction measures - Service continuity plans - Plan the evaluation - Evaluate predicted performance - Evaluate actual performance Change Evaluation - Validation and test management - Plan and design tests - Verify test plans and test design - Prepare test environment - Perform tests - Evaluate exit criteria and report -Test clean up and closure Service Validation and Testing - Determining transition strategy - Defining service transition lifecycle stages - Preparing service transition - Planning and coordinating service transition - Provide transition process support Transition Planning and Support Problem records Knowm error records Knowm error records Solutions & Workarounds Incident records Service request records - Transition strategy and budget - Integrated set of service transition plans Change records - Service Design Package - Test strategy - Test standards - Test models - Interim evaluation reports - Evaluation report IT Operation Management F CSI Register Continual service improvement approach - Access policies - Roles and groups Events Copyright: ITS Partner, Croatia Poster authors: Ivana Nissen & Maja Jagušt Poster version 3.0, May 2012 www.itsm.hr How do we keep the momentum going? What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? Business vision, mission, goals and objectives Baseline assessments Measurable targets Service and process improvements Measurements and metrics 2. Define what you will measure 6. Present and use the information - Assessment summary - Action plans - Etc. 7. Implement improvement 1. Identify the strategy for improvement: - Vision - Strategy - Tactical goals - Operational goal 3. Gather the data - Who? How? When? - Criteria to evaluate integritiy of data - Operational goals - Service measurement 4. Process the data - Frequency? - Format? - Tools and systems? - Accuracy? 5. Analyse the information and data - Trends? - Targets? - Improvements required? Wisdom Data InformationKnowledge