ITIL ® V3 Lifecycle Intermediate Incident Models Impact Closure Incident Management Catego- rization Prioritization Investigation & Diagnose Identification & Logging Resolution & Recovery Urgency SO Functional Escalation Hierarchical Escalation Report Data Plan CSI Continual Service Improvement Continual Service Improvement Problem Models Known Errors Plans & Reports Know- ledge Test doc. Deploy Records Change Records Service Request Problem Records Events Known Errors Incident Records Operations, Support & Service Reporting Output Operate and Monitor Support & Restore User mgt. AMIS: Availability Management Information System BC Business Case CAB: Change Advisory Board CI: Configuration Item CMDB: Configuration Management DataBase CMIS: Capacity Management Information System CSI: Continual Service Improvement CMS: Configuration Management System ECAB: Emergency Change Advisory Board ISMS: Information Security Management System OLA: Operational Level Agreement RFC: Request for Change SAC: Service Acceptance Criteria SCD: Supplier & Contract Database SD: Service Design SKMS: Service Knowledge Management System SLA: Service Level Agreement SLR: Service Level Requirements SO: Service Operation SPOC: Single Point of Contact SS: Service Strategy ST: Service Transition VCD: Variable Cost Dynamics Information Security Plan Implement Evaluation Maintain Control Information Security Policy SD Business Security Policy Major Problem Problem Management Detection & Logning Categori- zation Prioritization Investigation & Diagnosis Closure Major Problem Review Resolution SO Business Views Collate Translate & Apply Publish Service Reporting CSI Improvement Reports Exception Reports Status Reports ST SO SD CSI Monitor & Report Service Level Management Negotiate SLR Review OLA/ Contracts Service review meetings Sign Agreements Service Improvement Plan SS v1.7.1 © Westergaard Management. ITIL® is a Registered Trademark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo TM is a Trade Mark of the Office of Government Commerce. SD Standard Change Measure and report Service Asset & Configuration Planning Identification Control Status/ Accounting Verification/ Audit CMS Definitive Media Library (DML) CMDB ST CM DB CM DB CI Record Service Asset Service Strategy Service Operation Service Design Service Transition 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 IT Service Management Business Governance IT Governance Corporate Governance CSI Rolled-out Service Support & operational information Updated SKMS Planning Early Life Support Cha nge M gt . Build, test, validate Roll out & review Output Technology Metrics Process Metrics Service Metrics Metrics & Measurement CSI Benchmarks/ Baselines CSI Report Status Report Improve- ment Report Excep- tion Evaluation ST Report Evalua- tion Report Data Plan & Design Implement Monitor & Meassure Review Report Requirement Availability Management Business Availability Service Availability Component Availability Availability Plan Investigate Report Availa- bility Plan SD Infor- mation Event Management Notification, Detection & Filter Significance Logging Action Review Action Close SO Excep- tions War- nings IT Operations Management Technical Management Application Management Service Desk Functions SO SO S Financial Plan Plan $ Return on Investment Service Investment Compliance Service Valuation VCD Planning Confidence Accounting Financial Management SS Finan- ce Service Portfolio Service Strategy Define Analyse Approve Service Portfolio Management Strategies Policies/ guidelines Resources & constraints Purpose Define the Market Develop Service Offerings Develop Strategic Assets Prepare Execution Output Service Packages SS Strategy & Technology Strategy, Tactics & Operation Service Models Plan IT Continuity Plan IT Service Continuity Ongoing Operation Initiation Implement Requirement & Strategy Business Continuity Plan SD SLA Report Service Catalogue Service Portfolio Business Catalogue Technical Catalogue Service Calalogue Service Pipeline Service Definition Production & Maintenance Interfaces & Dependen- cies Retired Services SD Know- ledge Knowledge Management Collect: Data Organize: Information Analyze: Knowledge Decide: Wisdom ST Risk Management Risk Analysis Risk Management SS Availability Plan Plan Information Security Policy Access Management Requesting Access Verification Providing Rights Access Admin. Monitoring Logging & Tracking SO 7 – Step improvement Process the Data Gather the Data What should be measured? What can be measured? Implement corrective action Analyse the Data Present & use analysed data Deming Cycle Plan Do Check Act CSI Validate Direct Justify Intervene Value of Monitoring & Measuring CSI Acti- vity Acti- vity Acti- vity What is the Vision? Where are we now? Did we arrive? How do we get there? Where do we want to be? How do we keep momentum? CSI Model Deming Cycle Plan Do Check Act CSI Concept/ Method Process Function Activities Capacity Management Plan & Design Implement & Maintain Review Report Requirement Business Capacity Service Capacity Component Capacity Capacity Plan SD Report Capacity Plan Contract Performance Reports Supplier & Contract Policy Report Contract Supplier Strategy & Policy Evaluate Contract Admin. SCD Maintenance Mgt. & Performance Supplier Management SD Con- tract OLA SLA Analyze Design Evaluate Alternatives Obtain Solution Develop Solution Service Design Package (SDP) Solution Design Architecture Standards SAC Output Metrics Processes Plan Transition Strategy Prepare Transition Planning & Coordinating Advise Administra- tion Progress monitoring & reporting Transition Strategy & Plans Planning & Support ST Change Models ST Change Management CAB / ECAB Record RFC Review RFC Co-ordinate Change impl. Change Schedule Review & close RFC Normal Change Emergency Change Authorize Change Plan updates Assess & Evaluate Change ST Projected Service Outage (PSO) Change Release Package Plan Test, Validation & Deployment Plans Release & Deployment Planning Prepare: Build, Test & Deploy Verify Deployment Early Life Support Review & Closure Remediation/ Backout Plan ST Build & Test Transfer, Deployment & Retirement Plan V-model Validation & Test Mgt. Evaluate exit Criteria Plan & Design Test Verify test plan & -design Prepare test environment Clean up & Closure Testing Validation & Testing ST Charter Demand Management SS Pattern of Business Activity Strategy & Organization Business Relationsship Manager Strategy Manager Product Manager BC Plan IT Continuity Plan Design Manager Transition Manager CSI CSI Manager Operations Manager Phase Output Request Models Request Fulfilment Menu Selection Financial Approval Other Approval Fulfilment Closure SO Standard Change Test Results, Config. Baseline & Test Analysis Major Incident Procedure Kompetence- og netværkshus tlf: 45 88 12 16 | www.sosforum.com Konsulenthus tlf: 45 88 44 23 | www.w-csm.com