ITIL ® Lifecycle Intermediate V2.0 © Westergaard A/S ITIL ® is registered trademark of the Cabinet Office. The Swirl logo™ is a trademark of the Cabinet Office. Operational performance data SKMS Release unit 1 Release unit 2 BIA ROI St rate g y . b u dg e t a n d p la n s Services in regards to SLA Output Operate and monitor Support & restore User management Service operation Measure and report Vision and mission Strategies, plans and policies Financial information Service packages and -models SS Report Data Create a sense of urgency Form a guiding coalition Create a vision Communicate the vision Organisational changes CSI Plan Do Check Act CSI v2.0 © Westergaard Management. ITIL® is a registered trademark of the Cabinet Office The Swirl logo TM is a trade mark of the Cabinet Office Define transition strategy Define tran- sition livscycle phases Prepare service transition Plan and coordinate Provide transition process support Plan Transtion planning & support SDP Service asset & configuration management Plan Identify Control Report Verify og audit SKMS CMS Definitive media library (DML) CMDB ST CM DB CM DB CI record Service asset ST C o n t i n u a l S e r v i c e I m p r o v e m e n t Supporting informaton and knowledge Deployed service Supporting processes and tools Acquire and test CIs R evi e w and cl o s ure Service transition B u i l d a n d te s t s e r v i c e Deployment Ea r l y lif e support Output SKMS Service portfolio Define Analyse Approve Charter Service portfolio management Output SS What is the vision? Where are we now? Did we get there? How do we get there? Where do we want to be? How do we keep the momentum going? CSI model Deming cycle Plan Do Check Act CSI To validate To provide direction To justify To intervene The value of monitoring and measuring CSI Deming cycle CSI CSI manager Transition Policy Governance Strategy SS Pattern of business activity (PBA) Demand management SS Establish user profiles Identify and analyse PBAs Assessments CSI Benchmarking Gap-analysis Empower others to act on the vision Quick wins Consolidate improvements and produce more changes Institutionalise the changes Communica- tion plan Baseline Seven-step improvement process Process the data Gather the data Strategy for improvement What should be measured? Implemente improvements Analyse the information Present and use the information Deming cycle Plan Do Check Act CSI Data Infor- mation Know- ledge Wisdom Business relationship management SS Clarify expectations Link needs to services Ensure delivery meets the needs Ensure close cooperation Monitor customer satisfaction Project management Design coordination Plan Coordinate Monitor Review and handover SD OLA Manage contracts Service level management Create SLA Monitor and report SLA performance Service review Manage custom- er relationships SD SLA Moni- toring SLA Reconcile SLR's Contract performance report Service catalogue management SD Define requirements of content Agree on service definitions Produce and maintain Clarify de- pendencies to the business Clarify de- pendencies on infrastructure SKMS Service portfolio Customer-facing services Supporting services Service calalogue Service pipeline Retired services Plan IT service continuity plan IT service continuity management Train and test Initiate Create IT continuity plans Requirements and strategy Business continuity plan SD BIA Implement counter- measures Review and audit Business security policy Information security management Create IT security policy Establish security controls Categorise information assets IT security policy SD Assess risks and vulnerabilities Manage security incidents Enforce IT Security Policy SKMS SMIS Availability management SD Risk assesment Plan and design Implement counter- measures Review, test and improve Monitor and report Investigate unavailability Availability plan Plan Eva luere Alternativer Service design package Service solutions Architecture Processes SAC Analyse Design Evaluate alternatives A cq u ire s o lu t ion D e ve lop s o l u t io n Service design Out p ut Measuring systemer Management system SD Utility Warranty Charging Budgeting Financial management for IT services Finan- ce Accounting SS BC Realisation of the stategy Creation of a strategy Strategic assessment Strategy management for IT services SS Plan CSI Service improvement plan Problem models Known errors Problem management Identify and register Categorise and prioritise Investigate and diagnose Major problem review Resolve and close SO Known error database Root cause analysis Major incident procedure Close Incident management Categorise & prioritise Investigate and diagnose Identify and log Resolve and Restore SO Incident models Impact Urgency Functional escalation Hierarchical escalation Service desk Functions SO SO S Service desk IT operations management Application management Technical management The busines s Users SPOC Local Virtual Central Follow- the-sun Rapport Data Technology metrics Process metrics Service metrics Metrics & measurement CSI GOAL CSF KPI Log and filter Event management Exceptions Infor- mation Warning Automatic/ manual response Review and close Alert Access management SO Availability plan Plan Valid user? Valid request? Grant access and rights Log and track access Check and monitor status IT security policy User self service Request fulfilment SO Request models Standard change Register and validate Categorise and prioritise Authorise and review Fulfil and Close Risk management Risk management Risk assessment SS Knowledge management Knowledge management strategy Knowledge- sharing Control data, information and knowledge Use SKMS ST Validation & test mgt. Evaluate exit criterias and report Plan and design test Verify test planning and design Prepare test environment Test cleanup and close Perform tests Trust based on validation and known risks Service validation & testing ST Change evaluation ST Report Evalua- tion Plan evaluation Evaluate expected performance Evaluate actual performance Release package Release & deployment management Plan Build and test Early life support Review and close Remediation/ backout plan ST Update DML Plan Change models ST Change management Register RFC Review RFC Change schedule RFC Review and close RFC Normal change Emergency change Authorise and coordinate build and test Authorise and coordinate deployment Standard change Assess and evaluate ST Projected service outage (PSO) Change CAB / ECAB Capacity management SD SKMS CMIS Business capacity Service capacity Component capacity Review the capacity Improve the capacity Negotiate new capacity requirements Plan new capacity Capacity plan Plan Abbreviations 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 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 SKMS: Service Knowledge Management System SMIS: Security Management Information System SLA: Service Level Agreement SLR: Service Level Requirements SPOC: Single Point of Contact Deployment/ transfer/ retirement SKMS SCMIS Manage suppliers performance Maintain SCMIS Evaluate and establish Supplier management SD Supplier and contract policy report Contract Con- tract Contract renewal/ termination Cost- model Pricing and levying SKMS Customer portfolio Release policy SO SO ST Balanced scorecard Plan Service strategy SLA BC Plan Service charter Service charter IT steering group SWOT analysis CSI register Governance Strategy Customer relations Service strategy Service portfolio Change authority CI Deployed service Test strategy Test results and analysis Wisdom Knowledge Information Data Knowledge mangement strategy SDP Enhancing service Core service Enabling service Collaborate with BRM and SLM Service oriented architecture (SOA) CSI register Con- tract Plan Implement Evaluate Maintain Control SKMS AMIS Service availability Component availability Vital business function (VBF) SKMS Wisdom Knowledge Information Data Identify VBFs Concept/ method Process Function Legend Phase output Activity Input/output Interface Westergaard A/S Tidligere Service & Support Forum og Westergaard CSM +45 45 88 12 16 | www.westergaard.dk