Update on the Status of ITIL – Understanding the AXELOS Transition
160623 overbliksplakat ITIL lifecycle foundation EN · ITIL® is a registered trade mark of AXELOS...
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V1.10 © Westergaard A/S ITIL® is a registered trade mark of AXELOS Limited The Swirl logo™ is a trade mark of AXELOS Limited Vision and mission Strategies, plans and policies Financial information Service packages and -models Operational performance data Services in regards to SLA Plan Identify Control Reporter Validate and audit Supporting informaton and knowledge Deployed service Supporting processes and tools Plan Service design package (SDP) Service solutions Architectures Processes SAC Analyse Design Evaluate alternatives Procure solution Develop solution Service design Output Output Operate and monitor Support & restore User management Service Operation 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 CSI: Continual Service Improvement 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 SD: Service Design SKMS: Service Knowledge Management System SMIS: Security Management Information System SLA: Service Level Agreement SLR: Service Level Requirements SO: Service Operation SPOC: Single Point of Contact SS: Service Strategy ST: Service Transition Concept/ method Process Function Legend Measuring systems Management system Deming cycle Plan Do Check Act CSI v1.10 © Westergaard A/S. ITIL® is a registered trademark of the Cabinet Office The Swirl logo TM is a trade mark of the Cabinet Office ST Change management Record and review RFC RFC Review and close RFC Normal change Emergency change Authorise and coordinate build og test Authorise and coordinate deployment Standard change Assess and evaluate ST Measure and report Business governance IT governance Corporate governance Acquire and test CI’s Review and closure Service Transition Build and test service Deployment Early life support Output SKMS Service portfolio Service strategy Output Business relationship management SS Pattern of business activity (PBA) Know- ledge Knowledge management Collect: Data Organise: Information Analyse: Knowledge Decide: Wisdom ST Availability management SD SKMS AMIS Vital business function (VBF) Service availability Component availability Availability plan Plan Capacity management SD SKMS CMIS Business capacity Service capacity Component capacity Capacity plan Plan User self service Request fulfilment SO Standard change Request models Phase output Change Access management SO Availability plan Plan IT security policy Activity Budgeting Financial management SS Finan- ce Plan $ Financial plan CSI SKMS Service portfolio Customer-facing services Supporting services Service catalogue Service pipeline Retired services Service catalogue management SD SKMS SCMIS Supplier strategy and policy Manage supplier and performance Maintenance of the SCMIS Evaluation and establishment Supplier management SD Contract performance reports Supplier and contract policy Report Contract Plan CSI Review contracts Service level management Create SLA Monitor and report SLA performance Service review Manage customer- relations Service improvement plan SD SLA report Service asset & configuration management SKMS CMS Definitive media library (DML) CMDB ST CM DB CM DB CI record Service asset Define Analyse Approve Charter Service portfolio management BC Release package Release & deployment management Plan Deployment/ transfer/ retirement Early life support Review and close Remediation/ backout plan ST Build & test Update DML Accounting Charging SS Risk management SS Change management Information security IT service continuity Plan IT service continuity plan IT service continuity management On-going operation Initiate Implement Requirements and strategy Business continuity plan SD BIA Business security policy SKMS SMIS Information security management Plan Implement Evaluate Maintain Control IT security policy SD SD Coordinate and manage Design coordination Plan Coordinate Monitor Review and handover SD OLA Con- tract SLA Utility Warranty Change schedule Projected service outage (PSO) Plan Release policy Recommen- dation Planning & coordination Transition planning & support Maintain policies standards, models and plans Monitor performance Improve transition ST ST SO Event management SO Exception Warning Infor- mation Technology metrics Process metrics Service metrics Metrics and measurements CSI Report Data GOAL CSF KPI Problem models Known errors Problem management Identify and register Categorise and prioritise Investigate and diagnose Major problem review Resolution and closure SO Known error database Major incident procedure Close Incident management Categorise and prioritise Investigate and diagnose Identify and log Resolve and recover 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 business Users SPOC Local Virtual Baseline Baseline 7 – Step improvement Process the data Gather the data Strategy for improvements What can be measured Implement improvements Analyse the information Present & use the information Deming Cycle Plan Do Check Act CSI Data Infor- mation Know- ledge Wisdom Key roles: Service owner: - Accountable for the delivery of a specific IT service Process owner: - Accountable for ensuring the process is fit for purpose Process manager: - Accountable for the operational management of a process Process practitioner: - Responsible for carrying out one or more process activities Central Strategic assessmet and analysis Realisation of strategy Creation of strategy Register and validate Categorise and prioritise Authorise and execute Valid user? Valid request? Provide access and rights Log and track access Follow- the-sun SS Enhancing service Core service Enabling service Deployed service Change models CAB / ECAB SDP Root cause analysis Alert 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 CSI register SLA Input/output Interface SS ITIL ® Lifecycle Foundation Westergaard A/S +45 45 88 12 16 www.westergaard.dk
Transcript of 160623 overbliksplakat ITIL lifecycle foundation EN · ITIL® is a registered trade mark of AXELOS...
V1.10©Westergaard A/SITIL® is a registered trade mark of AXELOS LimitedThe Swirl logo™ is a trade mark of AXELOS Limited
Vision andmission
Strategies, plansand policies
Financialinformation
Service packagesand -models
Operationalperformance data
Services inregards to SLA
Plan
Identify
Control
Reporter
Validate andaudit
Supportinginformaton and
knowledge
Deployed service
Supportingprocesses and tools
Plan
Serv
ice
desi
gnpa
ckag
e(S
DP)
Servicesolutions
Architectures
Processes
SACAnalyse
Design
Evaluate
alternativesProcure
solution
Deve
lop
solu
tion
Servicedesign
Output
Output
Operate andmonitor
Support&
restore
Usermanagement
ServiceOperation
AbbreviationsAMIS: 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
Concept/method
Process
Function
Legend
Measuringsystems
Managementsystem
Demingcycle
Plan
Do
Check
Act
CSI
v1.1
0©
Wes
terg
aard
A/S.
ITIL
®is
are
gist
ered
trade
mar
kof
the
Cab
inet
Offi
ceTh
eSw
irllo
goTM
isa
trade
mar
kof
the
Cab
inet
Offi
ce
STChangemanagementRecord andreview RFC
RFC
Review andclose RFC
NormalchangeEmergency
change
Authorise andcoordinate
build og test
Authorise andcoordinatedeployment
Standardchange
Assess andevaluate
ST
Mea
sure
and
repo
rt
Businessgovernance
ITgovernance
Corporategovernance
Acquire andtest CI’s
Revi
ewan
dcl
osur
e
ServiceTransition
Buildand
test service
DeploymentEarly life
support
Output
SKMS
Serviceportfolio
Servicestrategy
Output
Businessrelationshipmanagement
SS
Pattern ofbusinessactivity (PBA)
Know-ledge
Knowledgemanagement
Collect:Data
Organise:Information
Analyse:Knowledge
Decide:Wisdom
ST
Availabilitymanagement
SD
SKMSAMIS
Vital businessfunction (VBF)ServiceavailabilityComponentavailability
Availabilityplan
Plan
Capacitymanagement
SD
SKMSCMIS
BusinesscapacityServicecapacityComponentcapacity
Capacityplan
Plan
User selfservice
Requestfulfilment
SO
Standardchange Request
models
Phaseoutput
Change
Accessmanagement
SO
Availabilityplan Plan
IT securitypolicy
Activity
Budgeting
Financialmanagement
SS
Finan-ce
Plan
$Financial
plan
CSI
SKMSServiceportfolio
Customer-facingservices
Supportingservices
Servicecatalogue
Servicepipeline
Retiredservices
Servicecatalogue
managementSDSKMSSCMIS
Supplierstrategy and
policy
Managesupplier andperformance
Maintenanceof the SCMIS
Evaluation andestablishment
Suppliermanagement
SD
Contractperformance
reports
Supplier andcontractpolicy
Report
Contract
Plan
CSI
Reviewcontracts
Service levelmanagement
Create SLA
Monitor andreport SLA
performance
Service review
Managecustomer-relations
Serviceimprovement
plan
SD
SLA
report
Service asset &configurationmanagement
SKMSCMS
Definitivemedialibrary(DML)
CMDB
ST
CMDB
CMDB
CIrecordServiceasset
Define
Analyse
Approve
Charter
Service portfoliomanagement
BC
Releasepackage
Release &deployment
managementPlan
Deployment/transfer/
retirementEarly lifesupport
Review andclose
Remediation/backout plan
ST
Build & test
Update DML
Accounting
Charging
SS
Riskmanagement
SS
ChangemanagementInformation
securityIT servicecontinuity
Plan
IT servicecontinuityplan
IT servicecontinuity
management
On-goingoperation
Initiate
Implement
Requirementsand strategy
Businesscontinuity
plan
SD
BIA
Businesssecuritypolicy
SKMSSMIS
Informationsecurity
managementPlan
Implement
Evaluate
Maintain
Con
trol
IT securitypolicy
SD
SD
Coordinateand manage
Designcoordination
Plan
Coordinate
MonitorReview andhandover
SD
OLA
Con-tract
SLA
UtilityWarranty
Changeschedule
Projectedserviceoutage (PSO)
Plan
Releasepolicy
Recommen-dation
Plan
ning
&co
ordi
natio
n
Transition planning& support
Maintain policiesstandards, models
and plans
Monitorperformance
Improve transition
ST
ST
SO
Eventmanagement
SO
ExceptionWarning
Infor-mation
Technologymetrics
Processmetrics
Servicemetrics
Metrics andmeasurements CSI
Report
Data
GOALCSF
KPI
Problemmodels
Knownerrors
Problemmanagement
Identify andregister
Categoriseand prioritise
Investigateand diagnose
Major problemreview
Resolutionand closure
SO
Knownerror
database
Majorincident
procedure
Close
Incidentmanagement
Categoriseand prioritise
Investigateand diagnose
Identify andlog
Resolve andrecover
SO
Incidentmodels
ImpactUrgency
Functionalescalation
Hierarchicalescalation
Service deskFunctions
SOSOS
Service desk
IT operationsmanagement
Applicationmanagement
Technicalmanagement
The business
Users
SPOC
Local Virtual
Baseline
Baseline
7 – Stepimprovement
Process thedata
Gather the data
Strategy forimprovements
What can bemeasured
Implementimprovements
Analyse theinformation
Present & usethe information
DemingCycle
Plan
Do
Check
Act
CSI
Data
Infor-mation
Know-ledge
Wisdom
Key roles:Service owner:- Accountable for the delivery of a specific IT
serviceProcess owner:- Accountable for ensuring the process is fit for
purposeProcess manager:- Accountable for the operational management of
a processProcess practitioner:- Responsible for carrying out one or more
process activities Central
Strategicassessmet
and analysis
Rea
lisat
ion
ofst
rate
gy
Creation of
strategy
Register andvalidate
Categoriseand prioritise
Authorise andexecute
Valid user?Valid request?
Provideaccess and
rights
Log and trackaccess
Follow-the-sun
SS
Enhancing serviceCore service
Enabling service
Deployedservice
Changemodels
CAB / ECAB
SDP
Rootcause
analysis
Alert
What is thevision?
Where are wenow?
Did we getthere?
How do we getthere?
Where do wewant to be?
How do we keepthe momentum
going?
CSI model
Demingcycle
Plan
Do
Check
Act
CSI
CSIregister
SLA
Input/output
Interface
SS
ITIL® LifecycleFoundation
Westergaard A/S+45 45 88 12 16
www.westergaard.dk
