09 q7-itil 2011-overview-diagram-english_1111071
- 1. 7 Steps improvement process Continual Service Improvement Service Measurement Service Reporting Service Design ITIL® 2011 Define policies Plan design resources Coordinate design Manage design Improve Design Coordination Plan individual Coordinate Monitor individual Review designs and and methods and capabilities activities risks and issues service design designs individual designs designs handover SDP Risk Service Level Capacity Availability Management IT Service Information Security SKMS Management Management Management SKMS Continuity Service/Component Security management SLA/ Business/Service/ AMIS Management OLA Planning availability Policies Component capacity Capacity Plan ITSCM and the BCM Risk assessment and Maintain catalogue Requirements SKMS Requirements Business Impact management SKMS Capture Service Risk assessment Analysis (BIA) CMIS Plan, design and Countermeasures SCMIS Level Requirements and management Risk assessment UC model for Vital Business Define & enforce performance Projected and management Review and update Functions (VBF) information security Technical Business Demand Service Continuity Countermeasures Supplier OLA (and UC) Unavailability Plan and design for Plan policies 1 Service Catalogue Management availability Requirements and Requirements & plans Negotiate & Management Application sizing Implement strategy Document & establish SLA Management Availability Plan recovery (DRP) implement security Strategies & policies Produce and Monitor, adjust & Performance Monitor, adjust & Plan and continuity controls present service Define service and maintain reports maintain Implement Monitor & manage Requirements reports service package Report & Improve Report & Improve Test and review security breach/ Service Produce service SKMS Evaluation of new On going operation incidents/problems Design ISMS suppliers SLA Descripti SLA Duratio catalogues SKMS Service Strategy and maintain Improvement of Package (SDP) on Servic n Signatur Align with service Invoke security controls Establish contract Suppor e t e Portfolio and CMS Hours Service Strategy Management for IT Services Demand Performance SKMS Portfolio Support business Standards SLA Publish and update Management Discovery Renew/terminate Service Catalogues Maintain service vision and mission Identify customers Architecture Service Transition tools suppliers and 10% Prioritize Business activities 30% catalogues contracts 20% Identify market investments and patterns space Governance Change Maintain SCMIS 10% 30% 3 Management Asset and CAB Configuration Business IT Financial Log, review and Management Service Operation relationship Management Financial Plan categorize SKMS Management Assess and authorize Plan and Identify Service portfolio Service Cost CMS IT Operations Management function Customer Portfolio Definitive Mon Tue build and test Management Structure Media Customer 27 28 Plan and coordinate Organization and Library Maintain and control Applications Management function Evaluate services build and test CMDB’s Define Agreements RACI Charts Technical Management function Portfolio Funding Change Schedule Authorize deployment Analyse Status report Customer Charge-back Coordinate Self serve Authorise Service Desk function Satisfaction deployment Verification and Return On Work audit Spares Charter Service Investment order Measure and report Requirements Release and Inventory and Patch Deployment Post Implementation licence management SKMS Management Management Review Request fulfillment Request Service Incident Problem Emergency change Models Plan Requests Management Management Modeling Validation and Transition Planning and Support Events and Identifiy and log Prepare Detect and log Tests Plans alerts Access Management Setup Transition Transition release Log request Categorize & Categorise and Build and test cycles Strategy policies policies Event Management prioritize prioritize Deployment And asset Receive request Investigate and Plans Pilot and tests Lifecycle Prepare Plan and coordinate Support Design for event Automate workflow Initial support diagnose stages transition Transition transition management Request verification 3 Deployment Diagnose Configure system Fulfillment Provide access rights Workaround Release planning 2 SKMS packages Execute Service Validation Change Evaluation Resolve and recover Raise known error and Testing Notification/ Closure deployment, Log and track access Incident Detection/Log Resolve Service Knowledge transfer, retire Evaluation plan records Service and quality Filter/correlation/ Remove-restrict Close Management Expected and Close Early life support assurance significance access rights Known error unexpected effects of 1 Follow up & records Major problem Knowledge Maintain groups and communicate management strategy Test policies change Alert and response review Release review 2 Request roles Problem Evaluation of expected Models Knowledge transfer performance records Test strategy Respond and close Manage data, Evaluation of real Revise and tuning information, Test levels and performance SKMS User satisfaction knowledge Service models Risk management Roles and survey Improvement groups Using SKMS Test approach and Version proposals Test plan and results technique 2011/11/07 Service review and Process review and CSI Framework and Organizational Change Deming Cycle Ownership CSI Register IT Governance improvement planning compliance Quality System