The ITIL Winning Strategy
®
Continual Service Improvement
IDENTIFY
Service Design
7.
Implement
corrective
action.
User
IT Service
Continuity
Management
Service
Portfolio
Service Knowledge Management System
Main Activities
• Define the Market
• Develop Offerings
• Develop Strategic Assets
• Prepare Execution
Customer
Customer Assets
Capabilities
Key Concepts
• Utility & Warranty
• Value Creation
• Service Provider
• Service Model
• Service Portfolio
Performance
Potential
Risks
CMIS
Processes
• Service Portfolio Management
• Demand Management
• Financial Management
Costs
Service Provider
Service Assets
Resources
Demand
Idle Capacity
© Crown Copyright 2007. Reproduced under license from OGC
Resources
(Service Unit)
Application
Management
Data & Information
Integrated CMDB
CMDB1
DML1
CMDB2
DML2
Validate Service
Packages, Offerings
& Contracts
1a
1b
Define Service
Requirements
Service
Acceptance Test
2b
Service
Operational
Readiness Test
Design Service
Solution
3a
3b
Service
Release Package
Test
Design Service
Release
Service Operation
Common Service Operation Activities
AMIS
Capabilities
Problem
Management
Event Management
KEDB
Define
Customer/Business
Requirements
Service
Potential
Service
Service Knowledge Base
Information
Integration Layer
2a
(Business Unit)
IT Operations
Management
Decisions
2.
Define what
you can
measure.
Presentation Layer
Service Strategy
Incident
Management
Technical
Management
Supplier
Management
Knowledge Processing Layer
Access
Management
Service
Desk
Key Concepts
• Service Changes
• Request for Change
• Seven “R’s” of Change Management
• Change Types
• Release Unit
• Configuration Management Database (CMDB)
• Configuration Management System
• Definitive Media Library
Processes
• Change Management
• Service Asset & Configuration Management
• Release & Deployment Management
• Knowledge Management
• Transition Planning & Support
• Service Validation & Testing
• Evaluation
Service Catalog Management
Request
Fulfillment
Request or
Incident?
Service Transition
Development
Capacity
Management
Service Catalog
Processes
• Service Catalog Management
• Service Level Management
• Availability Management
• Capacity Management
• IT Service Continuity Management
• Information Security Management
• Supplier Management
Self Help
Procurement
Evaluate
Alternatives
Information
Security
Management
Service Level
Management
Key Concepts
• Four “P’s”
- People - Processes - Products - Partners
• Service Design Package
• Delivery Model Options
• Service Level Agreement
• Operational Level Agreement
• Underpinning Contract
User
Design
Solution
Availability
Management
Business Outcomes
6.
Present
and use the
information
assessment
summary
action plans,
etc.
Analyze
Requirements
The 5 Aspects of Service Design
1. Service Solutions
2. Service Management Systems & Tools
3. Technology & Management Architectures & Tools
4. Processes
5. Measurement Systems, Methods & Metrics
1. Define what you should measure.
Vision & Strategy • Tactical Goals • Operational Goals
The 7 Step Improvement Process
Achieving the Right Balance
• Internal IT View versus
External Business View
• Stability versus Responsiveness
• Reactive versus Proactive
• Quality versus Cost
Processes
• Event Management
• Incident Management
• Problem Management
• Access Management
• Request Fulfillment
4b
Component
& Assembly
Test
Develop Service
Solution
Functions
• Service Desk
• Technical Management
• IT Operations Management
• Application Management
5a
Service
Component
Build &
Test
5b
Internal &
External Suppliers
© Crown Copyright 2007. Reproduced under license from OGC
5. Analyze the data.
Relationships, trends, according to plan, targets met, corrective actions?
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4a
3.
Gather the
data. Who?
How? When?
Integrity of
the data?
4. Process the data.
Frequency, format, system, accuracy.
ITIL® “ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”
09/07
4AA1-5489ENW