Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Service lifecycle
Service
Value realized
Service
transition
Service
strategy
Money spent
Service value
Service assets
Value added
Service strategy
Determine perspective
Form a position
Craft and execute plans
Adopt patterns of actions
Key principles
Business
Process
Business
Product
(Functionality)
Service
owner
Business
Service
Process
owner
Metric
Metric
Infrastructure
Data
Application /
Integration
Management
People
Processes
Knowledge
Supporting
services
Activity
Input
OLA
Service provider
Internal
Shared services unit
External
Organization
Service level
management
Determine and agree
requirements and make SLAs
Monitor and report service
performance
Improve customer satisfaction
Conduct service review
Review and revise SLAs and
underpinning agreements
Develop relationships
Maintain framework and
templates
Supplier management
Define requirements
Evaluate suppliers/contracts
Establish suppliers/contracts
Manage performance
Renew and/or terminate
Categorize suppliers and
maintain SCMIS
Financial management
for IT services
Service portfolio
management
Define
Analyze
Approve
Charter
Business relationship
management
Data,
information and
knowledge
Desired
outcome
Activity
Handle requests
Handle complaints
Identify opportunities
Manage business
relationships throughout the
service lifecycle
Role
Contract Supplier
Feedback
Key documents
2 Vision and mission statements
2 Strategies, strategic and tactical
plans and policies
2 Service requirements
2 Service charter
2 Service definitions, classification
and visualization
2 Service models
2 Service packages
2 Option space
2 Cost model
2 Financial information and
budgets
2 Business cases
2 Business impact analysis (BIA)
2 Patterns of business activity
(PBAs)
2 User profiles (UPs)
2 Stakeholder definitions
Presentation layer
Availability
management
(Reactive and proactive)
Monitor, measure, analyze,
report and review
Investigate and instigate
Assess and manage risk
Implement countermeasures
Plan and design
Review and test
Capacity management
(Business, service and
component)
IT service continuity
management
Initiate project
Determine requirements and
produce strategy
Develop plans and implement
strategy
On going operation
(Invoke the continuity plan)
Information security
management
Produce and maintain
information security policy
Implement security policy
Assess and classify
information assets and risks
Impose and review security
controls
Monitor and manage security
breaches and incidents
Reduce security breaches
Regularly assess, review and
report security threats
Design coordination
Overall:
Define and maintain policies
and methods
Plan design resources and
capabilities
Coordinate design activities
Manage design risks and
issues
Improve service design
For each design:
Plan individual designs
Coordinate individual designs
Monitor individual designs
Review designs
Handover service design
packages
Key documents
2 Service design policies and
plans
2 Service acceptance criteria
(SAC) and service level
requirements (SLR)
2 Service definitions
2 Service catalogues
2 Service design package (SDP)
2 Solution designs
2 Architectures & standards
2 Processes
2 Measurement and metrics
2 Service level agreements (SLA),
Contracts and operational level
agreements (OLA)
2 Service reports
2 Service improvement plan (SIP)
2 Availability policy, plans, design
criteria, risk analysis and reports
2 Capacity policy, plans, workload
analysis, forecasts and reports
2 Business and IT service
continuity policy, strategy, plans,
risk and business impact
analysis and reports
2 Business and information
security policy, strategy, plans,
risk analysis, classification,
controls and reports
2 Supplier and contracts policy,
strategy, plans and reports
2 RACI matrix
Service
portfolio
Service
models
Supporting
service
catalogue view
Service
packages
Configuration management
system (CMS)
Changes
(Normal, standard and
emergency changes)
Releases
(Release units and
release packages)
CMDB
Key principles
Policies for service transition
v Manage all changes through service
transition
v Common framework and standards
v Re-use
v Business driven transition
v Stakeholder relationships
v Effective controls and disciplines
v Knowledge transfer
v Release packages
v Resource planning and management
v Early involvement
v Quality management and
improvement
Big bang vs. phased
Push vs. pull
Automation vs. manual
Data-Information-Knowledge-Wisdom
Managing people through service
transitions
Release and
deployment
management
Plan release and deployment
Build and test release
Deploy (deploy, transfer,
retire)
Provide early-life support
Review and close
Key principles
Continual service
improvement
Plan
Do
Check
Act
Key principles
Ver. 2.0
Service validation
and testing
Manage validation and test
Plan and design tests
Verify test plan and test
design
Prepare test environment
Perform tests
Evaluate exit criteria and
report
Clean up test environments
and close
Transition
planning and support
Define transition strategy
Define service transition
lifecycle stages
Prepare for service transition
Plan and coordinate service
transition
Advice
Provide administration
Communicate
Monitor and report progress
Knowledge
management
Define knowledge
management strategy
Transfer knowledge
Manage data, information and
knowledge
Use the service knowledge
management system (SKMS)
Change evaluation
Plan evaluation
Evaluate predicted
performance
Evaluate actual performance
Request
fulfillment
Receive request
Log and validate request
Categorize request
Prioritize request
Authorize request
Review request
Execute request model
Close request
Identify incident
Log incident
Categorize incident
Prioritize incident
Perform initial diagnosis
Escalate incident
Investigate and diagnose
incident
Resolve and recover incident
Close incident
IT operations
management
Request access
Verify request
Provide rights
Check and monitor identity
status
Log and track access
Remove or restrict rights
Problem
management
Technical
management
Application
management
Assessment
Gap analysis
Benchmarking
Service measurement
Metrics and scorecards
Service reporting
SWOT
Return on investment
Common service
operation
activities
Detect problem
Log problem
Categorize problem
Prioritize problem
Investigate and diagnose
problem
Find a workaround
Raise a known error
Resolve problem
Close problem
Review major problem
Common
improvement
techniques
Seven-step
improvement process
1. Identify the strategy for
improvement
2. Define what you will
measure
3. Gather data
4. Process data
5. Analyze information and
data
6. Present and use
information
7. Implement improvement
Event
management
Access
management
Incident
management
Functions
Service desk
Change management
Service operation
Output
Activity
Service catalogue
management
Service transition
Metric
Input Output
Input Output
Capabilities
Metric
Role
Demand management
Key principles
Metric
Input Output
Business case
(ROI / VOI)
Service targets
and levels
Resources
Strategy management
for IT services
Service design
User
Metric
(Functions, roles)
SLA
Trigger
Service
operation
Service
design
Customer
Internal
External
Business outcome
Continual
service
improvement
Process
Key documents
2 Service transition strategies,
policies, plans and budgets
2 Service packages
2 Service design package (SDP)
2 Service acceptance criteria
(SAC)
2 SLAs, contracts and
agreements
2 Change and configuration
management policy, plans and
reports
2 Change models
2 Requests for changes (RFC)
and change records
2 Change schedules and plans
2 CAB agenda & minutes
2 Configuration models
2 Configuration baselines, status
reports and audit reports
2 Release policies, plans, notes,
packages and documentation
2 Service quality policy, risk
policy, test strategy, test
models, test plans, test reports
and known errors
2 Build plans and documentation
2 Evaluation plans & reports
2 Deployment plans and reports
2 Service transition report
2 Knowledge management
strategy
CMDB
CMDB
Service requests
CMDB
Incidents
Problems
Known error database (KEDB)
Service
level
agreements (SLAs)
Operational
level
agreements (OLAs)
Definitive
media
library
(DML)
Availability
management
information
system
(AMIS)
Capacity
management
information
system
(CMIS)
Standard
operating
procedures (SOPs)
Security
management
information
system
(SMIS)
Events
Technical
documentation
Access
rights
Strategies,
policies and
plans
Reports
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Key documents
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