ITIL® V3 LifecycleIntermediate

IncidentModels

Impact

Closure

IncidentManagement

Catego-rization

Prioritization

Investigation& Diagnose

Identification& Logging

Resolution & Recovery

Urgency

SO

FunctionalEscalationHierarchicalEscalation

Report

Data

Plan

CSI

Continual ServiceImprovement

ContinualService

Improvement

ProblemModels

KnownErrors

Plans & Reports

Know-ledgeTest

doc.Deploy

RecordsChangeRecords

ServiceRequest

Problem Records

Events KnownErrorsIncident

Records

Operations,Support &

ServiceReporting

Output

Operate and Monitor

Support&

Restore

User mgt.

AMIS: Availability Management Information SystemBC Business CaseCAB: 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

InformationSecurity

Plan

Implement

Evaluation

Maintain

Control

InformationSecurityPolicy

SD

BusinessSecurityPolicy

MajorProblem

ProblemManagement

Detection & Logning

Categori-zation

Prioritization

Investigation& Diagnosis

ClosureMajor

ProblemReview

Resolution

SO

BusinessViews

Collate

Translate & Apply

Publish

ServiceReporting CSI

ImprovementReports

ExceptionReports

Status Reports

ST

SO

SD

CSI

Monitor & Report

Service Level Management

NegotiateSLR

Review OLA/Contracts

Servicereview

meetings

SignAgreements

ServiceImprovement

Plan

SS

v1.7

.1 ©

Wes

terg

aard

Man

agem

ent.

ITIL

® is

a R

egis

tere

d Tr

adem

ark

of th

e O

ffice

of G

over

nmen

t Com

mer

ce

in th

e U

nite

d K

ingd

om a

nd o

ther

cou

ntrie

s. T

he S

wirl

logo

TMis

a T

rade

Mar

k of

the

Offi

ce o

f Gov

ernm

ent C

omm

erce

.

SD

StandardChange

Mea

sure

and

re

port

Service Asset & Configuration

Planning

Identification

Control

Status/Accounting

Verification/Audit

CMS

DefinitiveMediaLibrary(DML)

CMDB

ST

CMDB

CMDB

CIRecordService

Asset

ServiceStrategy

Serv

ice

Oper

atio

nService

Design

ServiceTransition

Con

tinua

lSer

vice

Impr

ovem

ent

ITService

Management

BusinessGovernance

ITGovernance

CorporateGovernance

CSI

Rolled-out Service

Support & operational information

UpdatedSKMS

Planning

Early

Life

Supp

ort

ChangeM

gt.

Build, test,

validate

Roll out &review Output

TechnologyMetrics

ProcessMetrics

ServiceMetrics

Metrics & Measurement CSI

Benchmarks/Baselines

CSI

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

Logging

Action

ReviewAction

Close

SO

Excep-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

Service Portfolio Management

Strategies

Policies/guidelines

Resources & constraints

Purpose

Define the Market

Develop

ServiceO

fferings

Develop StrategicAssets

Prep

are

Exec

utio

n

OutputSe

rvic

ePa

ckag

es

SS

Strategy & Technology

Strategy, Tactics & Operation

Serv

ice

Mod

els

PlanIT Continuity Plan

IT Service Continuity

OngoingOperation

Initiation

Implement

Requirement& Strategy

BusinessContinuity

Plan

SDSLA

Report

ServiceCatalogue

ServicePortfolio

BusinessCatalogueTechnicalCatalogue

ServiceCalalogue

ServicePipeline

ServiceDefinition

Production & MaintenanceInterfaces & Dependen-

cies

RetiredServices

SD

Know-ledge

KnowledgeManagement

Collect:Data

Organize:Information

Analyze:Knowledge

Decide:Wisdom

ST

RiskManagement

RiskAnalysis

RiskManagement

SS

AvailabilityPlan

Plan

InformationSecurityPolicy

AccessManagement

RequestingAccess

Verification

ProvidingRights

AccessAdmin.

Monitoring

Logging & Tracking

SO

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

Validate

Direct

Justify

Intervene

Value of Monitoring &

MeasuringCSI

Acti-vity

Acti-vity

Acti-vity

What is the Vision?

Where are we now?

Did we arrive?

How do we get there?

Where do we want to be?

How do we keep

momentum?

CSI Model

DemingCycle

Plan

Do

Check

Act

CSI

Concept/Method

Process

Function

Activities

CapacityManagement

Plan & Design

Implement & Maintain

Review

Report

RequirementBusinessCapacityServiceCapacityComponentCapacity

CapacityPlan

SD

Report

Capacity

Plan

ContractPerformance

Reports

Supplier & Contract

Policy

Report

Contract

SupplierStrategy &

Policy

Evaluate

ContractAdmin.

SCDMaintenance

Mgt. & Performance

SupplierManagement

SD

Con-tract

OLA

SLA

Analyze

Design

Evaluate

AlternativesObtain

Solution

Deve

lop

Solu

tion

Serv

ice

Des

ign

Pack

age

(SD

P) SolutionDesign

Architecture

Standards

SAC

Output

Metrics

Processes Plan

TransitionStrategy

PrepareTransition

Planning & Coordinating

Advise

Administra-tion

Progressmonitoring &

reporting

TransitionStrategy & Plans

Planning & Support

ST

ChangeModels

STChangeManagement

CAB / ECAB

Record RFC

Review RFC

Co-ordinateChange impl.Change

Schedule Review & close RFC

NormalChangeEmergency

Change

AuthorizeChange

Plan updates

Assess & EvaluateChange

ST

ProjectedServiceOutage (PSO)

Change

ReleasePackage

Plan

Test,Validation & DeploymentPlans

Release & Deployment

Planning

Prepare:Build, Test &

Deploy

VerifyDeployment

Early Life Support

Review & Closure

Remediation/Backout Plan

ST

Build & Test

Transfer,Deployment& Retirement

Plan

V-model

Validation & Test Mgt.

Evaluate exit Criteria

Plan & Design Test

Verify test plan & -design

Prepare test environment

Clean up & Closure

Testing

Validation & Testing

ST

Charter

DemandManagement

SS

Pattern of BusinessActivity

Strategy &Organization

BusinessRelationsship Manager

StrategyManager Product

Manager

BC

Plan

IT Continuity Plan

DesignManager

TransitionManager

CSICSI

Manager

OperationsManager

PhaseOutput

RequestModels

RequestFulfilment

MenuSelection

FinancialApproval

OtherApproval

Fulfilment

Closure

SOStandard

Change

Test Results, Config. Baseline & Test Analysis

Major Incident

Procedure

Kompetence- og netværkshustlf: 45 88 12 16 | www.sosforum.com

Konsulenthustlf: 45 88 44 23 | www.w-csm.com