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

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Cab

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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

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Follow-the-sun

SS

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