ITIL® LifecycleIntermediateV2.0 ©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 1Release unit 2
BIA ROI
Stra
tegy
. bud
get
and
plan
s
Services in regards to SLA
Output
Operate and monitor
Support &
restore
User management
Serviceoperation
Mea
sure
and
re
port
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
© W
este
rgaa
rd M
anag
emen
t. IT
IL®
is a
regi
ster
ed tr
adem
ark
of th
e C
abin
et O
ffice
Th
e S
wirl
logo
TM is
a tr
ade
mar
k of
the
Cab
inet
Offi
ce
Define transition strategy
Define tran-sition livscycle
phasesPrepare 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
SKMSCMS
Definitivemedialibrary(DML)
CMDB
ST
CMDB
CMDB
CI recordService asset
ST
Con
tinua
l Ser
vice
Im
prov
emen
t
Supporting informaton and
knowledge
Deployed service
Supporting processes and tools
Acquire and test CIs
Revi
ew a
nd
clos
ure
Servicetransition
Build and
test service
DeploymentEarly life
support Output
SKMS
Serviceportfolio
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
Demingcycle
Plan
Do
Check
Act
CSI
To validate
To provide direction
To justify
To intervene
The value of monitoring and
measuringCSI
Demingcycle
CSI
CSImanager
Transition
Policy
Governance
Strategy
SS
Pattern of business activity(PBA)Demand
managementSS
Establish user profiles
Identify and analyse PBAs
AssessmentsCSI
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
Demingcycle
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 satisfactionProject
management
Design coordination
Plan
Coordinate
MonitorReview 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
SLAReconcile SLR's
Contract performance
report
Service catalogue
managementSD
Define requirements
of content
Agree on service
definitions
Produce and maintain
Clarify de-pendencies to the businessClarify de-
pendencies on infrastructure
SKMSServiceportfolio
Customer-facing services
Supporting services
Servicecalalogue
Servicepipeline
Retiredservices
Plan
IT servicecontinuity 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
managementCreate IT
security policy
Establish security controls
Categorise information
assetsIT security policy
SD
Assess risks and
vulnerabilities
Manage security incidents
Enforce IT Security Policy
SKMSSMIS
Availability managementSD
Risk assesment
Plan and design
Implement counter-
measures
Review, test and improve
Monitor and report
Investigate unavailability
Availabilityplan
Plan
Evaluere
Alternativer
Serv
ice
desi
gnpa
ckag
e
Service solutions
Architecture
Processes
SACAnalyse
Design
Evaluate
alternativesAcquire
solution
Deve
lop
solu
tion
Service design
Output
Measuringsystemer
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
CSIService
improvement plan
Problemmodels
Known errors
Problem management
Identifyand register
Categoriseand 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
Incidentmodels
ImpactUrgency
Functional escalation
Hierarchical escalation
Service deskFunctions
SOSOS
Service desk
IT operations management
Application management
Technical management
The business
Users
SPOC
Local VirtualCentral
Follow-the-sun
Rapport
Data
Technology metrics
Process metrics
Service metrics
Metrics & measurement CSI
GOALCSF
KPI
Log and filter
Event management
ExceptionsInfor-mation
WarningAutomatic/
manual response
Review and close
Alert
Access management
SO
Availabilityplan
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
Requestmodels
Standard change
Register and validate
Categoriseand 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
Valid
atio
n &
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 &
testingST
Change evaluation ST
Report
Evalua-tion
Plan evaluation
Evaluate expected
performanceEvaluate
actual performance
Release package
Release & deployment
managementPlan
Build and test
Early life support
Review and close
Remediation/backout plan
ST
Update DMLPlan
Changemodels
STChange management
Register RFC
Review RFC
Change schedule
RFC
Review and close RFC
Normal change
Emergency change
Authorise and coordinate build
and testAuthorise and
coordinate deployment
Standard change
Assess and evaluate
ST
Projectedserviceoutage (PSO)
Change
CAB / ECAB
Capacity management
SD
SKMSCMIS
Business capacityService capacityComponent capacity
Review the capacity
Improve the capacity
Negotiate new capacity
requirements
Plan new capacity
Capacityplan
Plan
AbbreviationsAMIS: Availability Management Information SystemBIA: Business Impact AnalysisBC: Business CaseCAB: Change Advisory BoardCI: Configuration ItemCMDB: Configuration Management DataBaseCMIS: Capacity Management Information SystemCSF: Critical Success FactorCMS: Configuration Management SystemDML: Definitive Media LibraryECAB: Emergency Change Advisory BoardKPI: Key Performance IndicatorOLA: Operational Level AgreementRFC: Request for ChangeSAC: Service Acceptance CriteriaSCMIS: Supplier & Contract Management Information SystemSKMS: Service Knowledge Management SystemSMIS: Security Management Information SystemSLA: Service Level AgreementSLR: Service Level RequirementsSPOC: 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
Customerportfolio
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
ServicestrategySe
rvic
e po
rtfo
lio
Change authority
CI
Deployedservice
Test strategy
Test results and analysis
WisdomKnowledgeInformationData
Knowledge mangement
strategy
SDP
Enhancing serviceCore service
Enabling service
Collaborate with BRM and
SLM
Service oriented architecture (SOA)
CSI register
Con-tract
Plan
Implem
ent
Evaluate
Mai
ntai
n
Control
SKMSAMIS
Service availability
Component availability
Vitalbusiness function
(VBF)
SKMSWisdomKnowledgeInformationData
IdentifyVBFs
Concept/ method
Process
Function
Legend
Phase output
Activity
Input/output
Interface
Westergaard A/STidligere Service & Support Forum
og Westergaard CSM+45 45 88 12 16 | www.westergaard.dk
