By: Joseph Campbell

ITIL ConceptsDesigning for Deployment

The “Framework”…

page2

Logical

Process

Physical

Procedures

Work Instructions

Webster defines a Procedure as: 2: a series of steps followed in a regular definite order

Webster defines a Process as:1 : a series of actions or operations conducing to an end

Webster defines a Instructions as:

Wor

k Ef

fort

grow

s gr

eate

r

Involvement

3 : a direction calling for compliance

Start

FinishWork Efforts Increase

Three Phase Framework:

The “Concept”…

page 3

Incident

Management

Problem

Management

Change

Management

Configuration

ManagementIncident

Attribute 1

Attribute 2Attribute 1 Attribute 2

From the aspect of an incident, as it enters the logical process framework, it will pass through each potential stage of the service support grouping.

Release

Management

While not all incidents will generate a problem record, all incidents will contribute to the activity of problem management.

While not all incidents will generate a RfC*, the interaction is far greater then typically anticipated.

Hint: Think of CM** as a process not an activity.

Hint: When thinking conceptually about incidents, avoid thinking many to one and focus on 1:1

*RfC = Request for Change

**CM = Change Management

Order of “Operations”…

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01/30/15

Incident

Management

Problem

Management

Change

Management

Configuration

Management

Release

Management

Service Level

Management

Capacity

Management

Availability

Management

Financial

Management

ITSC

Management

Phase 1 Phase 2 Phase 3

Priority 1

Priority 2

Priority 3

Priority 4

Hint: While there is a priority suggested,

an attempt should be made the to keep

each sub block in each phase as close

together as possible.

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Drivers in “Service Support”….

page 6

Drivers in “Service Delivery”….

page 7

Drivers in “Governance”…