Define Analyze Approve Charter Design Build & test Release Operate Retire Service Portfolio Management Service valuation Service costing Chargeback ROI accounting Financial Management Understand Patterns of Business Activity (PBA) Understand demand Manage strategic supply and demand Demand Management Document & agree -SLRs, SLAs, OLAs Monitor & report Review service Conduct SIPs Develop relationships Ensure customer satisfaction Service Level Management Define service template Document services Business services Technical services including 3rdparty (contractual) Maintain service catalogue Service Catalogue Management Supplier strategy & policy Evaluation of suppliers & contracts Establishment of suppliers & contracts Review, renewal, termination Categorization of suppliers and contracts Maintenance of SCMIS Supplier Management Monitor & report availability Investigate and remedy unavailability Risk assessment & management Plan & design availability Implement countermeasures Review & plan availability Availability Management Trending & modelling Budgeting & planning upgrades Tuning & optimization Monitoring & reporting performance Demand management Application sizing Capacity Management Initiation Requirements & strategy Implementation Operational management -tests, reviews, audits, education, assurance Invocation IT Service Continuity Management Set & enforce security policy Monitor & report breaches Assess & report risks and vulnerabilities Impose controls Information Security Management Service Strategy Record/Review Proposals Assess/evaluate Authorize Coordinate Review Change Management Request for Change (RFC) Plan -CMS, CIs, baselines Identify CIs Control CIs Account for CI status Verify & audit CMS Service Asset & Configuration Management Knowledge strategy Knowledge transfer Information management Develop SKMS -Information integration -Knowledge processing -Presentation Knowledge Management Plan Prepare for build, test, deploy Build & test Test service and run pilot Deploy Verify Provide early life support Review Release & Deployment Management Manage tests Plan & design tests Prepare test environments Perform tests Evaluate exit criteria Cleanup Service Validation & Testing Plan Evaluate predicted performance Interim report Evaluate actual performance Evaluation report Change Evaluation Develop release policy Plan & support Manage progress Manage changes & risks Quality review of plans Tool selection Communication Transition Planning & Support Notification Detection Filtering Correlation Further Action Required Response Event Management Identify & log Categorize& prioritize Initial investigation Resolution Recovery Closure Incident Management Verify identity Provide rights Identity status Tracking Removal or restriction Access Management Menu Authorization Fulfilment Request Fulfilment Detect & log Categorize & prioritize Diagnosis Workaround Resolution Known Error records Problem Management Incidents Problems Business and IT alignment Identify Strategy for Improvement Choose measurements Gather data Process data Analyzeinformation &data Present assessment Implementimprovement Seven-step Improvement Process Service TransitionService Operation Continual Service Improvement Single point of contact First-line support Escalation Communication Satisfaction surveys Management information Mainframe Server Network Storage Database Requirements Design Build Deploy Operate Optimize Application Management SLAs Requests Availability Plan Capacity Plan Release Policy Test Plans Change Schedule Projected Service Outage (PSO) ©Materna 2014, unless otherwise stated. Version 4.0.0 SWEDEN +46 8 626 42 40 [email protected] http://www.materna.se GERMANY +49 231 5599-00 [email protected] http://www.materna.de SKMS Capacity Management Information System (CMIS) SKMS Availability Management Information System (AMIS) Service Knowledge Management System (SKMS) Configuration Management System (CMS) Definitive Media Library (DML) Configuration Management Databases (CMDBs) SKMS Supplier & Contract Management information System (SCMIS) Contracts OLAs Service Reports 4Ps People Process Products Partners Business Case Manage budgets Service Operations Demand Pattern Business Process Service Process Delivery Schedule SLRs Operation, monitoring, review Service Operations Contract operation, review Service Operations Monitoring, thresholds, exceptions, tools Service Operations Monitoring, reporting, tools Service Operations Business Continuity Management IT Service Continuity Plans Business Continuity Plans Business Impact Analysis (BIA) Information Security Policy Service Acceptance Criteria (SAC) Service Failure Analysis Change Advisory Board (CAB) Continuity Plans Continuity Plans Evaluation Reports Standard Normal Emergency Change models Remediation Threat Incident Damage Control Push vs. pull Staging, phasing Automation Licences and IP Continuity Plans Continuity Plans Interim Evaluation Reports Directories Desktop Middleware Internet / intranet / web Technical Management Requirements Design Deploy Build Operate Optimize Local/ Central/ Virtual Skilled / unskilled Insource / Outsource IT Operations Control -Console management -Job scheduling -Backup -Restore -Print Facilities Management -Data centers -Recovery sites -Consolidation -Contracts Service Desk IT Operations Management Urgency & impact Functional escalation Hierarchicescalation Information Warning Exception E v e n t s Standard change Change models Standard deployment Automation SKMS CMS Service Catalogue Service Improvement Plan (SIP) Service Acceptance Criteria (SAC) Service Design Package (SDP) Release Package Service Level Package (SLP) B a l a n c e d S e l f l i m i t i n g E x p o n e n t i a l Critical services Impact on business Time 7Rs Raised Reason Return Risks Resources Responsible Relationship Strategy Tactics Operation Strategic Assessment Strategy Generation Strategy Execution Strategy Management for IT Services Marketing Selling Delivery Opportunity Request for change Complaint Compliment Business Relationship Management Vision Policies Plans Actions Strategy Policies & methods Plan resources Manage Risks and Issues Plan Coordinate Monitor Review Foundation [2] Intermediate Lifecycle [3] Service Strategy (SS) Service Design (SD) Service Transition (ST) Service Operation (SO) Continual Service Improvement (CSI) Intermediate Capability [4] Service Offerings and Agreements (SOA) Planning, Protecting and Optimizing (PPO) Release, Control and Validation (RCV) Operational Support and Analysis (OSA) Managing Across the Lifecycle (MALC) [5] ITIL Expert [min 22] [ credits / training ] ITIL Learning Path Data Information Knowledge Wisdom Customer12345678 Service A Service B Service C Service D Service E Service F Service G Customer12345678 Service A Service B Service C Service D Service E Service F Service G Metrics Vision Objectives Goals CSFs KPIs Metrics Measurements Customer Portfiolio Design policies Management of Risk M_o_R® Register P r o c e s s Plan I s s u e s P o l i c y Register P r o c e s s Plan I s s u e s P o l i c y SKMS RetiredServices Service Catalogue Service Pipeline Service Portfolio SKMS CSI Register Known Error Database (KEDB) Known Errors Added Value Funds Resources Output Value Service Design 5 Aspects of Design Service solution Technology Process Service management Measurement Design Coordination SKMS Security Management Information System (SMIS) www.twitter.com/MaternaSverige www.youtube.com/user/MaternaSverige http://www.materna.se ITIL®is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. M_o_R®is a registered trade mark of AXELOS Limited.Based on AXELOS ITIL®material. Material is reproduced under licence from AXELOS. IT strategy/ steering group Service DesignService TransitionService Operation Continual Service Improvement Generic Roles SS Responsible for overall balance of IT investments Ensuring that IT operates according to corporate governance Chief Information officer(CIO) SO 6.10 Process owner for SO processes Part of Service management office Service operation Manager ST 6.4.5.4 Maintain and integrate plans for transitions Maintain and monitor progress and risks Maintain records and communicate Transition planning and support practitioner ST 6.4.5.3 Manage and coordinate function involved in ST Coordinate all transition activities and resources Ensure final delivery meets SDP specification Transition planning and support process manager SO 6.7.11.3 Day-to-day operational tasks Usually delegated to IT operations team Technical operator Service Strategy SS 6.8.1 Ensureservice delivery meet customer requirements Representing the service Identify improvement opportunities Service owner SS 6.8.2 Sponsor process Set process strategy Define policies and standards Provide resources Review improvements Process owner SS 6.8.3 Plan and coordinate process activities Manage roles and resources Monitor process performance Process manager SS 6.8.4 Carry out activities in process Creating and updating records Process practitioner SS 6.8.5.2 Define IT Strategy to underpin business strategy Implement and operate IT Strategy Strategy management for IT services process manager SS 6.8.6.3 Implement and operate ITSM processes Drive ITSM improvement initiaties Run Service Management Office Service management director SS 6.8.8.1 Manage relationship with specific customer Can be combined with Service Level manager Business relationship manager SS 6.8.8.3 Identify customer needs and match to portfolio Establish and maintain relationship to customer Ensure customer satisfaction Business relationship management process manager SS 6.8.7.2 Manage and maintain service portfolio Market portfolio Manage processes to keep portfolio up to date and attractive Service portfolio management process manager SS 6.8.9.3 Submit budget estimate Manage budget on ongoing basis Report on budget activites and outcomes Budget holders SS 6.8.10.2 Determine Patterns of business activity (PBA) to understand demand Define user profiles Help design services to meet PBA Demand management process manager SS 6.8.9.2 Create and manage budged and initiate corrective actions Formulate and manage recharging systems Identify value for money Financial mgmt for IT services process manager Role SD 6.3 A role is a set of responsibilities, activities and authorities granted to a person or a team. RACI SD 3.7.4.1 Responsible Accountable Consulted Informed SD 6.3.5.1 Ensure strategy is reflected in design Ensure consistent design Coordinate all design activitiesand resources Produce SDPs Design coordination process manager SD 6.3.6.2 Ensure all services are recorded in catalogue Ensure that catalogue is up to date and aligned with portfolio and CMS Service catalogue management process manager SD 6.3.7.2 Collect and document SLR Negotiate and agree SLA Align SLA with OLAs and contracts Initiate improvements Service level management process manager SD 6.3.9.2 Match capacity to demand and optimize existing capacity Size new services Forcast future capacity needs Capacity management process manager SD 6.3.11.2 Create, maintain, implement and enforce IT security policy Design security controls, monitor breaches and handle security incidents Information security management process manager SD 6.3.13.1 Create and implement plans based on IT strategy Assume responsibility for standards and policies IT planner SD 6.3.13.2 Design new services Map all processes Design IT architecture and set policies Design for all 5 aspects of service design IT designer / architect SD6.3.12.2 Underpin SLAs with contracts Ensure value for money from IT suppliers Review contracts and supplier performance Supplier management process manager SD 6.3.10.2 Perform business impact analysis Align with Business continuity management Develop continuity strategy and plans IT service continuity management process manager SD 6.3.8.2 Ensure services perform as agreed. Design new services are designed according to requirements Proactively improve av. Availability management process manager SD 6.2.3 Process owner for SD processes Part of Service Management office Service design manager ST 6.4.6.3 Identify requirements Submit change proposal Submit RFC Provide further info Assist in reviewing before closure Change initiator ST 6.4.6.4 Verify that RFCs are completed Submit to change authorities Monitor and review build & test activities Change Practitioner ST 6.4.6.2 Planning and managing support for process and tools Maintaining change schedule and PSO Change management process manager ST 6.4.7.2 Accountability for stewardship of IT fixed assets Ensuring config data available when and where it’s needed SACM process manager ST 6.4.7.3 Propose scope for SACM Define structure of CMS Support in creating process & procedures Perform audits of configuration data Configuration analyst ST 6.4.7.4 Create and maintain CI records Maintain and provide CI status information Assist in performing configuration audits Configuration librarian ST 6.5.6.5 Review relevant RFCs Authorise changes at agree points Participate in reviews Attend CAB meetings Change authority ST 6.4.6.7 Decide attendees Plan, schedule, manage & chair meetings Convene emergency CAB when needed CAB chair ST 6.4.6.6 Attend CABs Review RFCs and make recomendations Review Change schedule and identify conflicts CAB member ST 6.4.11.2 Ensuring knowledge is made available Supporting tools Encouraging people to contribute knowledge to SKMS Knowledge management process manager ST 6.4.11.3 Identify, control and store information Monitor information for correctness Ensure single source of truth Knowledge management process practitioner ST 6.4.11.4 Create knowledge Share knowledge Carried out by many different people in the organisation Knowledge creator ST 6.4.9.2 Design and plan test conditions, scripts and test data sets Verify test results Manage test environments Service validation & testing process manager ST 6.4.9.3 Conducting tests Recording, analyzing and managing test events and incidents, and performing retests Administering test assets Service validation & testing practitioner ST 6.4.10.2 Planning and coordinating resources needed to evaluate changes Ensure timely report delivery Change evaluation process manager ST 6.4.10.3 Develop evaluation plans Establish risks and issues associated with all aspects of transition Creating evaluation reports Change evaluation process practitioner ST 6.4.8.2 Coordinate resources to build, test & deploy Plan and manage support for tools and process Ensure Change authorization Release & deployment mgmt process manager ST 6.4.8.3 Establish final release including knowledge Build & test release Report Known Errors Provide input for DML checkin authorization Release packaging and build practitioner ST 6.4.8.4 Carry out physical delivery of deployment Coordinate training and documentation. Provide feedback on effectiveness of release Deployment practitioner ST 6.4.8.5 Ensure delivery of support documentation Provide support to assist Service Desk Adapt and perfect elements for final release Early life support practitioner ST 6.4.8.6 Ensuring release built to specification Ensuring components are from controlled sources Building and maintaining test environments Build and test environment manager ST 6.2.1 / 6.4.5.1 Process owner for ST processes Part of Service Management office Service transition manager SO 6.7.5.2 Driving efficiency and effectiveness of IM Coordinating interfaces to other processes Managing major incidents Managing tools Incident management process manager SO 6.7.5.3 Record and analyze and route incidents as needed Provide ownership, monitor tracking of inc. Escalate as needed First line analyst SO6.7.5.4 Similar to First line analyst Additional time to spend on incidents Locate close to 1st line Second line analyst SO 6.7.5.5 Specialist support groups Handle complicated timeconsuming incidents Third line analyst SO 6.7.6.2 Liaising with resolution groups to ensure swift resolutions Ownership and maintenance of KEDB Gatekeeper for KEs Problem management process manager SO 6.7.6.3 Analyzing, investigating and resolving problems Raising RFCs as needed Update KEDB Assist with major incidents Problem analyst SS 6.8.11 Promote sourcing strategy Develop sourcing strategy with CIO Coordinate toward goals Chief sourcing officer (CSO) SS 6.8.11 Contract creation and management Conflict resolution Service definition and management Contract manager SO 6.7.10.1 Manage SD resources and activities Act as escalation point Attend CAB meetings Monitor and report on SD performance Service desk manager SO 6.7.10.2 Ensuring correct staffing and skill levels Act as escalation point Arrange staff training and awareness Liaising with ChangeM. Service desk supervisor SO 6.7.10.3 Provide 1st line support Taking calls Handling incidents and requests Service desk analyst SO 6.7.10.4 Facilitate communication between users and SD Support for minor inc. Staff training Involved in new releases and deployments Super user SO 6.7.13.1 Leadship and control for application team Ensure staffing skills Ongoing communication on application performance Applications manager / team leader SO 6.7.13.2 Determine needs from users and stakeholders Ensure design match needs for operations Generate test requirements Applications analyst / architect SO 6.7.7.2 Planning and management for tools and process Ensuring requests are handling according to SLAs Request fulfilment process manager SO 6.7.7.3 End-to-end responsibility for handling requests Communicating and escalating Ensuring requests are logged. Request fulfilment analyst SO 6.7.9.2 Manage support for process and tools Coordinate interfaces to other processes Access management process manager SO 6.7.11.1 Provide leadership in specific technical area Ensure staff training, awareness and skills Perform line management for team Technical manager / team leader SS 6.7.11.2 Determine needs from users and stakeholders Define and maintain knowledge about systems Ensure performance of infrastructure Technical analyst / architect SO 6.7.12.1 Provide leadership for IT operations team Report on IT operations issues Line-management for team IT operations Manager SO 6.7.12.3 Determine most effective and efficient way to perform operations Define backup strategy and schedule IT operations analyst SO 6.7.12.2 Take leadership for IT operations during shift Ensure activities are satisfactorily performed Liaising with other shift leaders Shift leader SO 6.7.12.4 Perform backups Monitor job queues, printer queues Run scheduled jobs Physical installation in DC IT operator SO 6.7.8.2 Planning and management for tools and processes Coordinate interfaces to other processes Event management process manager CSI 6.3.5 Develop CSI domain Ensure tools and processes are in place Ensure CSI activitites are coordinated across lifecycle CSI manager CSI 6.3.6.2 Maintain CSI register Coordinate interface to other processes Planning and management of process and tools Seven-step improvement process manager CSI 6.3.6.3 Consolidate data from multiple sources Produce trends and provide feedback Produce reports on OLAs and SLAs Reporting analyst ©Materna 2014, unless otherwise stated. Version 4.0.0 ITIL®is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited. M_o_R®is a registered trade mark of AXELOS Limited. Based on AXELOS ITIL®material. Material is reproduced under licence from AXELOS.