CLAVIS map | ITIL ® 2011 Edition | Version 2.0 | © CLAVIS KLW AG | www.klw.ch ITIL® is a registered trade mark of the Cabinet Office | The Swirl logo™ is a trade mark of the Cabinet Office 7 Step Improvement Process Ensure the continual improvement of IT Services and IT Service Management processes. Demand Management Understand, predict and influence the demand for services on the customer side and the provision of capacity to meet these needs. Financial Management for IT Services Ensure adequate funding for the design, development and delivery of IT Services that support the organisation's strategy. Strategy Management for IT Services Definition, management and implementation of a Service Strategy to best support the business results and ensure effective and efficient management of the services required for that purpose. Service Portfolio Management Create and maintain a service portfolio aligned to the current and future needs of the customer and the market. Service Level Management Ensure all current and planned IT services are provided in accordance with the agreed and achievable goals. Service Catalogue Management Provide accurate and complete information on all operational IT Services. Capacity Management Ensure an economic fulfilment of current and future capacity requirements to the IT Services. Availability Management Ensure an economic fulfilment of current and future availability requirements to the IT Services. IT Service Continuity Management Support the overall Business Continuity Management (BCM) by ensuring the recovery of business-critical IT Services in serious exceptional situations to maintain the company's capacity to act. Information Security Management Ensure the protection of assets, information, data and IT Services according to their availability, confidentiality, integrity and authenticity requirements. Knowledge Management Ensure reliable knowledge as a basis for adept decision making is available and maintained throughout the entire service lifecycle. Problem Management Reduce the negative impact of incidents and problems to the business and proactively prevent the recurrence of incidents. Incident Management Ensure the agreed recovery of normal service operation and minimize the negative effects on business operations to maintain the agreed service quality. Supplier Management Ensure services provided by external suppliers are aligned to the business requirements and are delivered in the required quality and at an agreed price. Change Management Control the lifecycle of all changes by taking into account the risks involved. Service Asset & Configuration Management Providing current and consistent information about all service assets and configuration items required for the provision of the services. Release & Deployment Management Ensure timely and undisturbed rollouts of tested and approved releases into production, as well as an effective use of IT Services. Service Validation & Testing Ensure new or changed IT Services are in conformance with the defined design specifi- cations and meet the business requirements. Change Evaluation Ensure the intended and unintended effects and results of Service Changes are known, evaluated and assessed. CLAVIS map ITIL ® 2011 Edition Processes and functions of the ITIL ® 2011 Edition in a nutshell Transition Planning & Support Ensure resources required for a successful introduction of new or changed IT Services are planned and co-ordinated. The Service Desk is the central point of contact (single point of contact - SPOC) for communication between service providers and users and ensures the availability of the IT organization. A Service Desk handles usually incidents and service requests and is responsible for the communication with the users. Service Desk Technical Management is responsible for the provision of tech- nical expertise to support the IT Services and for the manage- ment of the IT infrastructure. Technical Management defines the roles of support groups as well as the necessary tools, proces- ses and procedures. Technical Management Application Management is responsible for the management of applications throughout their entire lifecycle. Application Management Operations Management IT Operations Control IT Operations Control is responsible for the monitoring and control of IT services and the IT infrastructure. Facilities Management Facilities Management is responsible for the management of physical environments and the locations in which IT infrastruc- ture resides. It includes all aspects of the management of the physical environment such as energy and cooling, access management and building supervision. Functions Functions refer to teams or groups of people and the aids and tools or other resources that are used to carry out one or more processes or activities. The functions are described in the lifecycle phase Service Operation, altough they have a stake in all phases of the lifecycle. ITILService Operation 2011 edition Continual Service Improvement Continual Service Improvement continually improves the IT Services and the IT Service Management processes by increasing efficiency, maximizing effectivity and optimizing costs. ITILContinual Service Improvement 2011 edition Service Strategy Service Strategy designs, develops and implements IT Service Management as a strategic asset and aligns IT Strategies and IT Services to the objectives of the business. ITILService Strategy 2011 edition Service Design Service Design focuses on the design and development of new or changed IT Services taking into account solutions, systems, processes, tools and metrics. ITILService Design 2011 edition Service Transition Service Transition transfers in a controlled manner new and changed IT Services and the required capabilities to the business and into operations. ITILService Transition 2011 edition Service Operation Service Operation ensures the efficient and effective operation, support and maintenance of IT Services. ITILService Operation 2011 edition Design Coordination Ensure a consistent and effective design of services through planning and coordination of all design activities and the necessary resources and capabilities. Business Relationship Management Establish and maintain a constructive relationship between the service provider and the customer based on understanding the dynamically changing needs of the customer and the capabilities of the service provider. Event Management Ensure events are detected and managed over their entire life cycle. Request Fulfilment Ensure the handling and treatment of all service requests. Access Management Ensure authorized access and prevent un- authorized access to IT Services, data, sys- tems and resources.