V1.9 © Westergaard A/S ITIL® is a registered trade mark of AXELOS Limited The Swirl logo™ is a trade mark of AXELOS Limited ITIL ® Lifecycle Foundation Plan Change models Service Design Package (SDP) Service løsninger Arkitektur Processer SAC Analysere Designe Evaluere alte r nativer Anskaf f e l ø s n ing Udvikle løsn ing Service Design Ou tp ut Service, drift & support rapporter Output Overvågning & drift Support & restore Bruger- håndtering Service Operation Forkortelser AMIS: Availability Management Information System BIA: Business Impact Analysis BC: Business Case CAB: Change Advisory Board CI: Configuration Item CMDB: Configuration Management DataBase CMIS: Capacity Management Information System CSF: Critical Success Factor CSI: Continual Service Improvement CMS: Configuration Management System DML: Definitive Media Library ECAB: Emergency Change Advisory Board KPI: Key Performance Indicator OLA: Operational Level Agreement RFC: Request for Change SAC: Service Acceptance Criteria SCMIS: Supplier & Contract Management Information System SD: Service Design SKMS: Service Knowledge Management System SMIS: Security Management Information System SLA: Service Level Agreement SLR: Service Level Requirements SO: Service Operation SPOC: Single Point of Contact SS: Service Strategy ST: Service Transition Koncept/ metode Proces Funktion Figurer Måle- systemer Management system Deming cycle Plan Do Check Act CSI v1.8 © Westergaard Management. ITIL® is a registered trademark of the Cabinet Office The Swirl logo TM is a trade mark of the Cabinet Office ST Change management CAB / ECAB Registrer og review RFC RFC Review & luk RFC Normal change Emergency change Godkend og koordiner build og test Godkend og koordiner deployment Standard change Vurder og evaluer ST Måling & rapportering Business governance IT governance Corporate governance Udrullet service Support & drift information Opdateret SKMS Planlæg- ning E arly life suppo rt Service Transition Æn d ri ng s- s t yri n g Byg, test & validering Udrulning & re vi e w Output SKMS Service portfolio Service Strategy Strategier Politikker/ retningslinier Ressourcer & begrænsninger Formål fra krav Service Strategy Output Service packages Business relationship management SS Pattern of business activity (PBA) Know- ledge Knowledge management Indsamling: Data Klassificering: Information Analyse: Knowledge Handling: Wisdom ST Availability management SD SKMS AMIS Vital business function (VBF) Service availability Component availability Availability plan Plan Capacity management SD SKMS CMIS Business capacity Service capacity Component capacity Capacity plan Plan User self service Request fulfilment SO Standard change Request models Fase output Change Access management SO Availability plan Plan Information security policy Aktivitet Budgettering Financial management SS Finan- ce Plan $ Financial plan CSI Akti- vitet Akti- vitet Akti- vitet Hvad er visionen? Hvor er vi nu? Kom vi derhen? Hvordan kommer vi derhen? Hvor vil vi gerne være? Fastholdelse af niveau CSI model Deming Cycle Plan Do Check Act CSI SKMS Service portfolio Kundevendte services Supporting services Service catalogue Service pipeline Udfasede services Service catalogue SD SKMS SCMIS Leverandør- strategi og politik Styring af leverandør og performance Vedligholdelse af SCMIS Evaluering og etablering Supplier management SD Kontrakt performance rapport Leverandør og kontrakt politik Report Contract Plan CSI Håndter kontrakter Service level management Udarbejd SLA Overvåg og rapporter SLA performance Service review Håndter kunde- relationer Service improvement plan SD SLA Report Service asset & configuration management Informere Kontrollere Levere Vedligeholde SKMS CMS Definitive media library (DML) CMDB ST CM DB CM DB CI record Service asset Definer Analyser Godkend Charter/ kommisorium Service portfolio management BC Release package Release & deployment management Planlæg Deployment/ udførsel/ udfasning Early life support Review & luk Remediation/ backout plan ST Build & test Opdater DML SS Regnskabs- førelse Charging SS Risk management SS Change management Information security IT service continuity Plan IT continuity plan IT service continuity Løbende drift Initier Implementer Krav & strategi Business continuity plan SD BIA Forretnings sikkerheds- politik SKMS SMIS Information security Planlæg Implementer Evaluer Vedligehold Kontrol IT sikkerheds- politik SD SD Koordination og styring Design coordination Planlæg Koordiner Overvåg Review og overdrag SD OLA Kon- trakt SLA Utility Warranty Change kalender Projected service outage (PSO) Plan Release politik Anbefaling P l a nl ægni n g & k oordi nati on Transition planning & support Vedligeholde politikker, standarder, modeller og planer Overvåge performance Forbedre transition ST ST SO Event management SO Afvigelse Advarsel Infor- mative Alarm Teknologi- metrikker Proces- metrikker Service- metrikker Metrikker og målinger CSI Report Data MÅL CSF KPI Problem models Known errors Problem management Identificer og registrer Kategoriser og prioriter Undersøg og diagnosticer Major problem review Løs og luk SO Known errors database Major incident procedure Luk Incident management Kategoriser & prioriter Undersøg og diagnosticer Identificer & log Løs og gendan SO Incident models Impact Urgency Funktionel eskalation Hierarkisk eskalation Service desk Functions SO SO S Service desk IT operations management Application management Technical management Forretningen Brugerne SPOC Lokal Virtuel Baseline Baseline 7 – Step improvement Behandl data Indhent data Strategien for forbedringer Hvad skal måles? Implementer forbedringer Analyser information Præsenter og brug information Deming Cycle Plan Do Check Act CSI Data Infor- mation Know- ledge Wisdom Nøgleroller: Serviceejer: - Accountable for en service Procesejer: - Accountable for en proces Proces manager: - Accountable for den operationelle styring af en proces Proces praktiker: - Responsible for at eksekvere en proces Central Strate gisk vurdering og analyse Realisering af strategi Udarbejdelse af st rategi Registrer og valider Kategoriser og prioriter Autoriser og tilvejebring Valid bruger? Valid request? Tildel adgang og rettigheder Log og spor adgang Follow- the-sun SS Westergaard A/S +45 45 88 12 16 www.westergaard.dk