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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

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A/S.

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are

gist

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trade

mar

kof

the

Cab

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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