Continual Service Improvement

Technical Business

SKMSService

Catalogues10%

10%

30%

30%

20%

Service Design

SKMSAMIS

Availability Plan

Capacity PlanSKMSCMIS

Security Policies

SKMSISMS

Risk Management

Service Catalogue Management

Define service and service package

Maintain service catalogues

Publish and update

Align with service Portfolio and CMS

Produce service catalogues

Service Level Management

Planning

Negotiate & establish SLA

Review and update OLA (and UC)

Capture Service Level Requirements

Maintain catalogue

Projected Service

UnavailabilityContinuity

Plan

SLADescriptionService

SLA

Support

Signature

Hours

Duration

SLA

Information Security management

Define & enforce information security

policies

Monitor & manage security breach/

incidents/problems

Document & implement security

controls

Service Strategy

IT Financial Management

Evaluate services

Return On Investment

Charge-back

Funding

Service Portfolio Management

Define

Charter

Authorise

Analyse

Demand Management

Business activities and patterns

SKMSService Portfolio

Financial PlanService Operation

Incident Management

Identifiy and log

Resolve and recover

Diagnose

Categorize & prioritize

Close

Self serveService Desk function

Request Models

Service Improvement

proposals

Request fulfillment

Log request

Closure

Fulfillment

Automate workflow

Modeling

Problem Management

Detect and log

Resolve

Investigate and diagnose

Categorise and prioritize

Close

Major problem review

Supplier Management

Strategies & policies

Performance

Establish contract

Evaluation of new suppliers

Requirements

Availability Management

Implement

Capacity Management

Business/Service/Component capacity

IT Service Continuity

Management

Business Impact Analysis (BIA)

Implement

Plan recovery (DRP) and continuity

Requirements and strategy

ITSCM and the BCM

Test and reviewOn going operation

and maintain

User satisfaction survey

Access Management

Maintain groups and roles

Remove-restrict access rights

Provide access rights

Request verification

Event Management

Design for event management

Revise and tuning

Alert and response

Notification/Detection/Log

Configure system

Request Models

Roles and groups

SKMS

Change Management

Log, review and categorize

Measure and report

Plan and coordinate build and test

Assess and authorize build and test

Post Implementation Review

Emergency change

Service Asset and Configuration Management

Plan and Identify

Verification andaudit

Status report

Maintain and control

Inventory and licence management

Service Transition

Workorder

CAB

Knowledge Management

Knowledge transfer

Manage data, information, knowledge

Release and Deployment Management

Plan

Execute deployment,

transfer, retire

Pilot and tests

Build and test cycles

Prepare

Early life support

Release review

CMDBs

CMS

SKMS

Spares

And asset

Validation andTests Plans

DeploymentPlans

Release packages

Patch Management

Events and alerts

Service Requests

SKMS

Problem records

Known error records

Incident records

SKMS

1

1

Deployment planning

Service Validation and Testing

Service and quality assurance

Change Evaluation

Evaluation plan

Test strategy

Test policies

Test levels and models

Test approach and technique

Expected and unexpected effects of

changeEvaluation of expected

performanceEvaluation of real

performance

Risk management

Test plan and results

Change Schedule

Mon 27

Tue 28

Process review and complianceOrganizational Change Ownership

Service Reporting

IT GovernanceService review and improvement planning

Strategy Management for IT ServicesSupport business vision and mission

Standards

Identify market space

Identify customersArchitecture

Prioritize investments

Discovery tools

Transition Planning and SupportSetup Transition

Strategy

Prepare transition

Plan and coordinate Transition

Support transition

2

2

Service Measurement7 Steps improvement process

SKMSSLA/OLA

Performance reports

Improvement of security controls

Initial support

Business Relationship Management

Customer Portfolio

Governance

Service Cost Structure

Produce and present service

reports

Customer Agreements

Portfolio

Customer Satisfaction

Service Requirements

Design CoordinationDefine policies and methods

Service Design

Package (SDP)

CSI RegisterDeming Cycle CSI Framework and Quality System

Plan design resources and capabilities

Coordinate design activities

Manage design risks and issues

Improve service design

Plan individual designs

Review designs and handover SDP

Coordinate individual designs

Monitor individual designs

SKMSSCMIS

UC

Plan, design and model for

performanceDemand

ManagementApplication sizing

Requirements

Service/Component availability

Plan and design for availability

Requirements

Monitor, adjust & maintain

Report & Improve

Monitor, adjust & maintain

Report & Improve

Risk assessment and management

Vital Business Functions (VBF)

Risk assessment and managementCountermeasures

Invoke

Risk assessment and management

Countermeasures

Requirements & plans

Renew/terminate suppliers and

contracts

Maintain SCMIS

Technical Management function

Applications Management function

IT Operations Management function

Follow up & communicate

Filter/correlation/significance

Respond and close

3

3

Receive request

Log and track access

Workaround

Raise known error

Transition policies

release policies

Lifecycle stages

Coordinate deployment

Authorize deployment

Knowledge management strategy

Using SKMS

ITIL 2011

Version 2015/01/11

Definitive Media Library

Organization and RACI Charts

CSI Approach