RequestModels

IncidentModels

Impact

Closure

IncidentManagement

Catego-rization

Prioritization

Investigation& Diagnose

Identification& Logging

Resolution & Recovery

Urgency

SO

FunctionalEscalationHierarchicEscalation

Major Incident

Procdure

Report

Data

Plan

Plan

Plan

CSI

Continual ServiceImprovement

ContinualService

Improvement

Con-tract

OLA

ProblemModels

KnownErrors

Akti-vitet

Akti-vitet

Akti-vitet

CapacityManagement

Plan & Design

Implement & Maintain

Review

Report

RequirementBusinessCapacityServiceCapacityComponentCapacity

CapacityPlan

Plans & Reports

Know-ledgeTest

doc.Deploy

RecordsChangeRecordsSe

rvic

e D

esig

n Pa

ckag

e (S

DP) Løsnings

Design

Arkitektur

Standarder

SACAnalysere

Designe

Evaluere

AlternativerAnskaffe

Løsning

Udvi

kle

Løsn

ing

Output

ServiceRequest

Problem Records

Events KnownErrorsIncident

Records

Service, Drift & Support Rapporter

Output

Overvågning& Drift

Support&

Restore

Bruger-håndtering

AMIS: Availability Management Information SystemCAB: Change Advisory BoardCI: Configuration ItemCMDB: Configuration Management DataBaseCMIS: Capacity Management Information SystemCSI: Continual Service ImprovementCMS: Configuration Management SystemECAB: Emergency Change Advisory BoardISMS: Information Security Management SystemOLA: Operational Level AgreementRFC: Request for ChangeSAC: Service Acceptance CriteriaSCD: Supplier & Contract DatabaseSD: Service DesignSKMS: Service Knowledge Management SystemSLA: Service Level AgreementSLR: Service Level RequirementsSO: Service OperationSPOC: Single Point of ContactSS: Service StrategyST: Service TransitionVCD: Variable Cost Dynamics

Hvad er visionen?

Hvor er vi nu?

Kom vi derhen?

Hvordankommer vi derhen?

Hvor vil vi gerne være?

Fastholdelseaf niveau

7 – Step improvement

Process the Data

Gather the Data

What should be measured?

What can be measured?

Implementcorrective

action

Analyse the Data

Present & use analysed data

DemingCycle

Plan

Do

Check

Act

CSI

InformationSecurity

Plan

Implement

Evaluation

Maintain

Control

InformationSecurityPolicy

SD

BusinessSecurityPolicy

MajorProblem

ProblemManagement

Detection & Logning

Categori-zation

Prioritization

Investigation& Diagnosis

ClosureMajor

ProblemReview

Resolution

SO

Validation & Test Mgt.

Evaluate exit Criteria

Plan & Design Test

Verify testplan & -design

Prepare test-environment

Clean up & Closure

Testing

Validate

Direct

Justify

Intervene

Value of Monitoring &

MeasuringCSI

BusinessViews

Collate

Translate & Apply

Publish

ServiceReporting CSI

ImprovementReports

ExceptionReports

Status Reports

ST

SO

SD

CSI

Koncept/Metode

Proces

Funktion

ContractPerformance

Reports

Monitor & Report

Service Level Management

NegotiateSLR

Review OLA/Contracts

Servicereview

meetings

SignAgreements

ServiceImprovement

Plan

SLA

SS

V-model

CSI Model

DemingCycle

Plan

Do

Check

Act

CSI

Måle-metoder

Processer

CSI

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© W

este

rgaa

rd M

anag

emen

t. IT

IL®

is a

Reg

iste

red

Trad

emar

k of

the

Offi

ce o

f Gov

ernm

ent C

omm

erce

in

the

Uni

ted

Kin

gdom

and

oth

er c

ount

ries.

The

Sw

irl lo

go TM

is a

Tra

de M

ark

of th

e O

ffice

of G

over

nmen

t Com

mer

ce.

SD

SD

SupplierStrategy &

Policy

Evaluate

ContractAdmin.

SCDMaintenance

Mgt. & Performance

SupplierManagement

SD

Testresults,Config. Baseline

& Testanalysis

ChangeModels

STChangeManagement

CAB / ECAB

Record RFC

Review RFC

Co-ordinateChange impl.Change

Schedule Review & close RFC

NormalChangeEmergency

Change

AuthorizeChange

Plan updates

StandardChange

Assess & EvaluateChange

ST

ProjectedServiceOutage (PSO)

TransitionStrategy

PrepareTransition

Planning & Coordinating

Advice

Administra-tion

Progresmonitoring &

reporting

TransitionStrategy & Plans

Test,Validation & DeploymentPlans

ReleasePackage

Release & Deployment

Planning

Prepare:Build, Test &

Deploy

VerifyDeployment

Early Life Support

Review & Closure

Remediation/Backout Plan

ST

Build & Test

Transfer,Deployment& Retirement

Mål

ing

&

Rap

port

erin

g

Service Asset & Configuration

Planning

Identification

Control

Status/Accounting

Verification/ Audit

CMS

DefinitiveMediaLibrary(DML)

CMDB

ST

CMDB

CMDB

CIRecordService

Asset

Validation & Testing

ST

Planning & Support

STServiceStrategy

Serv

ice

Oper

atio

nService

Design

ServiceTransition

Con

tinua

lSer

vice

Impr

ovem

ent

ITService

Management

Change

Supplier & Contract

Policy

Report

Contract

Report

Capacity

Plan BusinessGovernance

ITGovernance

CorporateGovernance

CSI

UdrulletService

Support & drift information

OpdateretSKMS

Planlæg-ning

Early

Life

Supp

ort Æ

ndrings-styring

Byg, Test &

Validering

Udrulning

&Review Output

TechnologyMetrics

ProcessMetrics

ServiceMetrics

Metrics & Measurement CSI

Benchmarks/Baselines

CSI

Plan

Report

Status

Report

Improve-ment

Report

Excep-tion

Evaluation ST

Report

Evalua-tion

Report

Data

Plan & Design

Implement

Monitor & Meassure

Review

Report

Requirement

AvailabilityManagement

BusinessAvailabilityServiceAvailabilityComponentAvailability

AvailabilityPlan

InvestigateReport

Availa-bility

Plan

SD

Infor-mation

EventManagement

Notification,Detection &

FilterSignificance

Logning

Action

ReviewAction

Close

SO

Exep-tions

War-nings

IT OperationsManagement

TechnicalManagement

ApplicationManagement

Service Desk

Functions

SOSOS

FinancialPlan

Plan

$

Return on Investment

ServiceInvestment

Compliance

ServiceValuation

VCD

PlanningConfidence

Accounting

FinancialManagement

SS

Finan-ce

ServicePortfolio

Service Strategy

Define

Analyse

Approve

Charter

Service Portfolio Management

Strategier

Politikker/retningslinierResource & constraintsFormål fra

krav

DefinereMarkedet

Udvikle

servicetilbud

UdvikleStrategiske

Asset

Forb

ered

eek

sekv

erin

g

OutputSe

rvic

ePa

ckag

es

SS

Strateg

y &

Organ

izatio

n

Strategy & Technology

Strategy, Tactics & Operation

Demand Management

SS

Pattern of BusinessActivity

Serv

ice

Mod

els

PlanIT Continuity Plan

IT Service Continuity

On going Operation

Initiation

Implement

Requirement& Strategy

BusinessContinuity

Plan

SDSLA

Report

ServiceCatalogue

ServicePortfolio

BusinessCatalogueTechnicalCatalogue

ServiceCalalogue

ServicePipeline

ServiceDefinition

Production & MaintenanceInterfaces & Dependen-

cies

RetiredServices

SD

Know-ledge

KnowledgeManagement

Indsamling:Data

Klassificering:Information

Analyse:Knowledge

Anbefaling:Wisdom

ST

RiskManagement

RiskAnalysis

RiskManagement

SS

RequestFulfilment

MenuSelection

FinancialApproval

OtherApproval

Fulfilment

Closure

SOStandard

Change

AvailabilityPlan

Plan

InformationSecurityPolicy

AccessManagement

RequestingAccess

Verification

ProvidingRights

AccessAdmin.

Monitoring

Logging & Tracking

SO

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