Post on 24-Mar-2018
V1.9 ©Westergaard A/SITIL® is a registered trade mark of AXELOS LimitedThe Swirl logo™ is a trade mark of AXELOS Limited
ITIL® LifecycleFoundation
Plan
Changemodels
Serv
ice
Des
ign
Pack
age
(SD
P)
Service løsninger
Arkitektur
Processer
SACAnalysere
Designe
Evaluere
alternativerAnskaffe
løsning
Udvi
kle
løsn
ing
Service Design
Output
Service, drift & support
rapporter
Output
Overvågning & drift
Support &
restore
Bruger-håndtering
ServiceOperation
ForkortelserAMIS: Availability Management Information SystemBIA: Business Impact AnalysisBC: Business CaseCAB: Change Advisory BoardCI: Configuration ItemCMDB: Configuration Management DataBaseCMIS: Capacity Management Information SystemCSF: Critical Success FactorCSI: Continual Service ImprovementCMS: 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 SystemSD: Service DesignSKMS: Service Knowledge Management SystemSMIS: Security Management Information SystemSLA: Service Level AgreementSLR: Service Level RequirementsSO: Service OperationSPOC: Single Point of ContactSS: Service StrategyST: Service Transition
Koncept/ metode
Proces
Funktion
Figurer
Måle-systemer
Management system
Demingcycle
Plan
Do
Check
Act
CSI
v1.8
© 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
STChange management
CAB / ECAB
Registrer og review RFC
RFC
Review & luk RFC
Normal changeEmergency
change
Godkend og koordiner
build og testGodkend og
koordiner deployment
Standard change
Vurder og evaluer
ST
Mål
ing
&
rapp
orte
ring
Business governance
ITgovernance
Corporate governance
Udrullet service
Support & drift information
OpdateretSKMS
Planlæg-ning
Early
life
su
ppor
t
Service Transition
Ændrings-styring
Byg, test &
validering
Udrulning
& review
Output
SKMS
Serviceportfolio
Service Strategy
Strategier
Politikker/retningslinier
Ressourcer & begrænsninger
Formål fra krav
Service Strategy
Output
Serv
ice
pack
ages
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
SKMSAMIS
Vital business function (VBF)Service availabilityComponent availability
Availabilityplan
Plan
Capacity management
SD
SKMSCMIS
Business capacityService capacityComponent capacity
Capacityplan
Plan
User self service
Request fulfilment
SO
Standard change Request
models
Fase output
Change
Access management
SO
Availabilityplan Plan
Information securitypolicy
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
DemingCycle
Plan
Do
Check
Act
CSISKMSServiceportfolio
Kundevendte services
Supporting services
Servicecatalogue
Servicepipeline
Udfasedeservices
Service catalogueSDSKMS
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
VedligeholdeSKMSCMS
Definitivemedialibrary(DML)
CMDB
ST
CMDB
CMDB
CI record
Service asset
Definer
Analyser
Godkend
Charter/kommisorium
Service portfolio management
BC
Release package
Release & deployment management
Planlæg
Deployment/udførsel/udfasningEarly life support
Review & luk
Remediation/ backout plan
ST
Build & testOpdater
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-
politikSKMSSMIS
Information security
Planlæg
Implementer
Evaluer
Vedligehold
Kon
trol
IT sikkerheds-politik
SD
SD
Koordinationog styring
Design coordination
Planlæg
Koordiner
OvervågReview og overdrag
SD
OLA
Kon-trakt
SLA
UtilityWarranty
Change kalender
Projectedserviceoutage (PSO)
Plan
Release politik
Anbefaling
Plan
lægn
ing
& ko
ordi
natio
n
Transition planning & support
Vedligeholde politikker, standarder,
modeller og planer
Overvåge performance
Forbedre transition
ST
ST
SO
Event management
SO
AfvigelseAdvarsel
Infor-mative
Alarm
Teknologi-metrikker
Proces-metrikker
Service-metrikker
Metrikker og målinger CSI
Report
Data
MÅLCSF
KPI
Problemmodels
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
Incidentmodels
ImpactUrgency
Funktionel eskalationHierarkisk eskalation
Service deskFunctions
SOSOS
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
DemingCycle
Plan
Do
Check
Act
CSI
Data
Infor-mation
Know-ledge
Wisdom
Nøgleroller:Serviceejer: - Accountable for en serviceProcesejer: - Accountable for en procesProces manager:- Accountable for den operationelle styring af en proces
Proces praktiker:- Responsible for at eksekvere en proces
Central
Strategisk vurdering
og analyse
Rea
liser
ing
af
stra
tegi
Udarbejdelse
af strategi
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
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