he 7
Key Concepts
• 7 R’s of change management
• Definitive media library
• Service knowledge
management system (SKMS)
Service Portfolio
Service
Catalog
Management
Processes
• Knowledge management
• Transition planning and support
• Change management
• Service asset and Configuration
management
• Release and deployment management
• Service validation and testing
• Change evaluation
Service Strategy
Objectives
• Define perspective, position, plans, and patterns
• Determine how value will be created and maintained
• Develop organization capabilities required to deliver the strategy
• Document and coordinate how service assets are used to deliver services
4
Change management
Service asset and configuration management
Processes
• Service portfolio management
• Financial management for IT services
• Business relationship management
• Strategy management for IT services
• Demand management
Key Concepts
• Utility and warranty
• Value creation
• Service provider
• Patterns of business activity
• Risk management
Processes
• Design Coordination
• Service catalog management
• Service level management
• Availability management
• Capacity management
• IT service continuity management
• Information security management
• Supplier management
Service Transition Processes
Transition planning and support
Change evaluation
Release and deployment management
Business unit
(internal customer)
Business
outcomes
Service
potential
Performance
potential
Customer assets
Risks
Capabilities
Service
(utility
and
warranty)
Release
build and test
Costs
Release
deployment
Review and
close
Release
deployment
Service assets
Capabilities
Release
deployment
Resources
Resources
Demand
Self
Help
Release
planning
Service
provider (IT)
Idle capacity
Service validation and testing
Request
Fulfillment
Knowledge management
Access
Management
7
Request or
Incident?
Problem
Management
Service
Desk
t
en
em
rov
imp
Common Service Operation Activities
Technical
Management
6
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without notice. ITIL® is a registered trademark of AXELOS Limited.
4AA1-5489ENW, January 2016, Rev. 3
Service Operation
Event Management
Pre
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IT Operations
Management
Application
Management
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. Ass
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, etc.
Processes
• Event management
• Incident management
• Problem management
• Access management
• Request fulfillment
Achieving the Right Balance
• Internal IT view versus external
business view
• Stability versus responsiveness
• Reactive versus proactive
• Quality versus cost
Functions
• Service desk
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• IT operations management
• Application management
5
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Key Concepts
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- People - Processes - Products - Partners
• Service design package
• Delivery model options
• Service level agreement
• Operational level agreement
• Underpinning contract
USER
Ga
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data
The 5 Aspects of Service Design
1. Service solutions
2. Management information systems & tools
3. Technical & management architectures
4. Processes
5. Measurement methods & metrics
3
Objectives
Manage service changes, including:
• Risks
• Deployments
• Knowledge transfer
• Expectation setting
• Testing and validation
Supplier
Management
IT Service
Continuity
Management
Service Design
Continual Service Imp
rovem
ent
T
Service Transition
Capacity
Management
Service
Catalog
will m
easu
re
the
y of
grit
Inte
en?
Wh
The ITIL
Winning
Strategy:
Knowledge
and Certification
Information
Security
Management
Service
Level
Management
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