Aligning ITILV3 and COBITV42 Technologies

ITIL V3
COBiT V4.1 Mapping Overview
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PO3
Determine Technological Direction
PO4
Define the IT Processes, Organisation and Relationships
PO5
Manage the IT Investment
PO6
Communicate Management Aims and Direction
PO7
Manage IT Human Resources
PO8
Manage Quality
PO9
Assess and Manage IT Risks
PO10
Manage Projects
AI
Acquire & Implement
AI1
Identify Automated Solutions
AI2
Acquire and Maintain Application Software
AI3
Acquire and Maintain Technology Infrastructure
AI4
Enable Operation and Use
AI5
Procure IT Resources
AI6
Manage Changes
AI7
Install and Accredit Solutions and Changes
DS
Deliver & Support
DS1
Define and Manage Service Levels
DS2
Manage Third-Party Services
DS3
Manage Performance and Capacity
DS4
Ensure Continuous Service
DS5
Ensure Systems Security
DS6
Identify and Allocate Costs
DS7
Educate and Train Users
DS8
Manage Service Desk and Incidents
DS9
Manage the Configuration
DS10
Manage Problems
DS11
Manage Data
DS12
Manage Physical Environment
DS13
Manage Operations
ME
Monitor and Evaluate
ME1
Monitor and Evaluate IT Performance
ME2
Monitor and Evaluate Internal Control
ME3
Ensure Regulatory Compliance
ME4
Provide IT Governance
Return on Investment on CSI
Service Measurement & Control
Service Reporting
Access Mgmt
Problem Mgmt
Define the Information Architecture
Event Mgmt
Define a Strategic IT Plan
PO2
Incident Management
Release & Deployment Mgmt
Plan & Organise
PO1
Knowledge Mgmt
Service Asset & Configuration Mgmt
Change Mgmt
Transition Planning & Support
Supplier Mgmt
IT Service Continuity Mgmt

x
Information Security Mgmt
Capacity Mgmt
x
Availability Mgmt
Service Level Mgmt
Service Catalogue Mgmt
PO
Continual
Service
Improve-ment
Service
Operation
Evaluation
Service
Transition
Design
Demand Mgmt
Service Portfolio Mgmt
IT Financial Management
Strategy Generation
Strategy
Request Fulfilment
AligningITIL V3 - Cobit 4th

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Service
Service
Service Validation & Testing
Glenfis AG
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ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office, and is used hereby GLENFIS AG under licence from and with
the permission of OGC.
COBIT is a trademark of the Information Systems Audit and Control Association and the IT Governance Institute
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www.itil.org
www.ISO20000.ch
V 2.0
ITIL V3
Glenfis AG
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ISO/IEC 20000 Standardh

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ITIL Service Management Process
Lifecycle Stage
Process
Control Objective
1. Strategy Generation
Define the market
Develop the offerings
Develop strategic assets
Prepare for execution
Service Strategy
PO 1
P0 1
PO 1
PO 4
PO 10
PO 1.0
PO 1.1
PO 1.3
PO 4.13
PO 10.1
Define a Strategic IT Plan

IT Value Management
Assessment of Current Capability and Performance
Key IT Personal
Programme Management Framework
2. IT Financial Management
Service Valuation
Service Provisioning models and analysis
Funding
Business Impact Analysis (Financial Value)
Chargeback
Return on Investment
Service Strategy
PO 5
DS 6
PO 5
PO 5
PO 5
DS6
PO 5
PO 5.0
DS 6.2
PO 5.4
PO 5.3
PO 5.5
DS 6.3
PO 5.5
Manage the IT Investment

Identify and Allocate Costs
Cost Management
IT Budgeting
Benefit Management
Cost Model and Charging
Benefit Management
3. Service Portfolio Management

Service Strategy
Define Services & Ensure Business Case
Analyse portfolio Value & prioritize
Approve & Authorize Services and Resources
Charter Services and allocate Resources
PO 1
PO 1
PO 1
PO 1
PO 1
PO 1.6
PO 1.6
PO 1.6
PO 1.6
PO 1.6
IT Portfolio Management
4. Demand Management
Core Services and Support Services
Developing differentiated Offerings
Service Level Packages (SLPs)
Segmentation
Service Strategy
PO 1
PO 1
PO 1
PO 1
PO 3
PO 1.2
PO 1.2
PO 1.2
PO 1.2
PO 3.0
Business - IT Alignment
Determine technical Direction
5. Service Catalogue Management

Agreeing and documenting a service
definition
Interfacing with Service Portfolio
Management
Producing and Maintaining a Service
Catalogue
Interfacing with Business & IT Service
Continuity Mgmt
Service Design
DS 1
DS 1
DS 1
DS 1
DS 1
DS 1.0
DS 1.2
DS 1.1
DS 1.1
DS 1.1

Definition of Service
Service Level Management Frameworks
DS 1
DS 1.1
DS 1
DS 1
DS 1.0
DS 1.1

Service Level Framework
Interfacing with support teams, suppliers and

configuration mgmt
6. Service Level Management
Designing SLA frameworks
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Service Design
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Description
V 2.0
ITIL V3
Glenfis AG
Seite 3 von 8

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Process
Control Objective
Determine, document and agree requirements

& produce SLRs
DS 1
DS 1.3
Service Level Agreements
Monitor service performance against SLA

Collate, measure and improve customer
satisfaction
DS 1
DS 1
DS 1.5
DS 1.5
Monitoring and Reporting of Service Level Agreements

Produce service reports

Conduct service reviews and instigate
improvements within an SIP
DS 1
DS 1
DS 1.5
DS 1.6

Review of Service Level Agreements and Contracts
Review and revise SLAs, Service Scope and

underpinning agreements
DS 1
DS 1.6
Review of Service Level Agreements and Contracts
Develop contacts and relationship

Compliants and compliments
Determine Legel Requirements, Compliance
PO 4
PO 4
ME 3
PO 4.15
PO 4.15
ME 3.1
Relationships
Relationships
Ident. of Ext Legal, Regulatory and Contractual Compliance
Req.
DS 3
DS 3
DS 3.4
DS 3.4
Resource Availability
Unavailability analysis
The expanded incident lifecycle
Service failure analysis
Identifying Vital Business Functions (VBF)
Designing for availability
Designing for recovery
Risk Analysis and Management (for
availability of Services)
DS 3
DS 3
DS 3
DS 3
DS 3
DS 3
DS 3
DS 3.4
DS 3.4
DS 3.4
DS 3.4
DS 3.4
DS 3.4
DS 3.4
Planned and preventive maintenance

Production of the Projected Service Outage
(PSO) document
DS 3
DS 3
DS 3.4
DS 3.4
Availability Testing Schedule
DS 3
DS 3.4
DS 3
DS 3
DS 3
DS 3
DS 3
DS 3
PO 3
DS 3
DS 3.0
DS 3.1
DS3.2
DS 3.3
DS 3.5
DS 3.5
PO 3.3
DS 3.5
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7. Availability Management
Monitor, measure, analyse and report service
and component availability
8. Capacity Management
Business Capacity Management
Service Capacity Management
Component Capacity Management
Utilization Monitoring
Response Time Monitoring
Exploitation of new technology
Threshold management and control
(c) Glenfis AG
Lifecycle Stage
Service Design
Service Design
Description
Manage Performance and Capacity

Performance and Capacity Planning
Current Performance and Capacity
Future Performance and Capacity
Monitoring and Reporting
Monitor Future Trends and Regulation
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ITIL V3
Glenfis AG
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Lifecycle Stage
Process
Control Objective
DS 3
DS 3
DS 3
DS 3.3
DS 3.3
DS 3.3

DS 4
DS 4
DS 4
DS 4
DS 4
DS 4.0
DS 4.1
DS 4.1
DS 4.1
DS 4.1
Ensure Continuous Service

IT Continuity Framework
Agree project and quality plans

Business Impact Analyses for requirements
Risk analysis
IT Service Continuity Strategy
Risk response measures
Implementation Risk reduction and Standby
arrangements
DS 4
DS 4
PO 9
PO 9
DS 4
AI 3
DS 4.1
DS 4.1
PO 9.4
PO 9.5
DS 4.2
AI 3.1
Risk Assessment
Risk Response
IT Continuity Plan
Technological Infrastructure Acquisition Plan
Organization and Disaster Recovery Planning

Initial and ongoing testing
Ongoing Education, Awareness and training
Regular Reviews
Change Management
DS 4
DS 4
DS 4
DS 4
AI 6
DS 4.4
DS 4.5
DS 4.6
DS 4.10
AI 6.2
Maintenance of the IT Continuity Plan

Testing of the continuity plan
IT Continuity Plan Training
Post-resumption Review
Impact Assessment, Prioritization and Authorization
DS 5
DS 5
DS 5.0
DS 5.1
Ensure Systems Security

Management of IT Security
Communication, Implementation and

enforcement of Security Policy
DS 5
DS 5.2
IT Security Plan
Assessment and classification of all

information assets and documentation
PO 9
PO 9.4
Risk Assessment
Implementation, review and revision and

improvement security controls
DS 5
DS 5.2
Management of IT Security
Monitor and management of all security

breaches and major security incidents
DS 5
DS 5.9
Malicious Software Prevention, Detection and Correction
Analysis, reporting and reduction of the

volumes and impact of security breaches and
incidents
Schedule and completion of security reviews,
DS 5
DS 5.9
Malicious Software Prevention, Detection and Correction
DS 5
DS 5.2
IT Security Plan
Demand Management
Modelling and trending
Application sizing
9. IT Service Continuity Management
Initiation - Policy setting
Specify terms of reference and scope
Allocate resources
Define the project organization and control
structure
10. Information Security Management

Production, review and revision of an overall
Information Security Policy
audits and penetration tests

(c) Glenfis AG
Service Design
Service Design
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Description
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ITIL V3
Glenfis AG
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Lifecycle Stage
Process
Control Objective
11. Supplier Management

Evaluation of new suppliers and contracts
Supplier categorization and maintenance
Supplier and Contracts Database (SCD)
Service Design
DS 2
DS 2
DS 2
DS 2.0
DS 2.1
DS 2.3
Manage Third-Party Services

Identification of all Supplier Relationships
Supplier Risk Management
Establishing new suppliers and contracts

Supplier and Contract Management and
performance
DS 2
DS 2
DS 2.2
DS 2.2
Supplier Relationship Management

Supplier Relationship Management
Contract renewal and/or termination
DS 2
DS 2.4
Supplier Performance Monitoring
12. Transition Planning & Support

Service Transition
Transition Strategy
Prepare for Service Transition
Planning and coordinating Service Transition
AI 4
AI 4
AI 4
AI 4
AI 4.1
AI 4.1
AI 4.1
AI 4.1
Planning for Operational Solution

13. Change Management

Planning and controlling changes
Change and release scheduling
Communications
Change decision making and change
authorization
AI 6
AI 6
AI 6
AI 6
AI 6
AI 6.0
AI 6.4
AI 6.4
AI 6.4
AI 6.2
Manage Changes
Change Status Tracking and Reporting
AI 6
AI 6
AI 6
AI 6
AI 6
AI 6
AI 6
AI 6.1
AI 6.1
AI 6.3
AI 6.4
AI 6.4
AI 6.2
AI 6.1
Change Standards and Procedures

Emergency Changes
Service Transition
Ensuring there are remediation plans

Chang Advisory Board
Emergency Change Handling
Measurement and control
Management Reporting
Understanding the impact of change
Continual improvement
Description
14. Service Asset & Configuration

Management
Configuration Management and Planning
Configuration Identification
Configuration Control
Status accounting and reporting
Verification and audit
Service Transition
DS 9
DS 9
DS 9
DS 9
DS 9
DS 9
DS 9.0
DS 9.1
DS 9.2
DS 9.1
DS 9.1
DS 9.3
Manage the Configuration

Configuration Repository and Baseline
Identification and Maintenance of Configuration Items
Configuration Integrity review
15. Release & Deployment Management
Service Transition
AI 7
AI 7.0
Install and Accredit Solutions and Changes
(c) Glenfis AG
www.glenfis.ch
www.itil.org
www.ISO20000.ch
V 2.0
ITIL V3
Glenfis AG
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Lifecycle Stage
Release and deployment planning

Preparation for build, test and deployment
Build and test
Service testing and pilots
Plan and prepare for deployment
Perform transfer, deployment and retirement
Verify deployment
Early life support
Review and close deployment
Review and close Service Transition
16. Service Validation and Testing
Service Transition
Validation and Test Management

Plan and Design Test
Verify test plan and test design
Prepare test environment
Perform tests
Evaluate exit criteria and report
Test clean up and close
Process
Control Objective
Description
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7.3
AI 7.2
AI 7.6
AI 7.6
AI 7.3
AI 7.8
AI 7.9
AI 7.8
AI 7.9
AI 7.9
Implementation Plan
Test Plan
Testing of Changes
Testing of Changes
Implementation Plan
Promotion to Production
Post Implementation Review
Promotion to Production
AI 7
AI 7.6
Testing of Changes
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7
AI 7.4
AI 7.2
AI 7.2
AI 7.4
AI 7.6
AI 7.7
AI 7.7
Test Environment
Test Plan
Test Plan
Test Environment
Testing of Changes
Final Acceptance Test
Final Acceptance Test
PO 10
PO 10.13
Evaluation plan
Understanding the intended effect of a change
Understanding the unintended effect of a
change
Factors for considering the effect of a service
change
PO 10
PO 10
PO 10
PO 10
PO 10.13
PO 10.13
PO 10.13
PO 10.13
Project Performance Measurement, Reporting and

Monitoring
Project Performance Measurement, Reporting and Monitoring
Evaluation of predicted performance

Evaluation of actual performance
Risk assessment
PO 10
PO 10
PO 9
PO 10.13
PO 10.13
PO 9.4

Risk Assessment
AI 4
AI 4.4
Knowledge Transfer to Operations and Support Staff
AI 4
AI 4
PO 2
AI 4
AI 4.4
AI 4.4
PO 2.1
AI 4.4

Enterprise Information Architecture Model
17. Evaluation
18. Knowledge Management

Knowledge Management Strategy
Knowledge Transfer
Data and Information Management
Using the service knowledge management
system
(c) Glenfis AG
Service Transition
Service Transition
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ITIL V3
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Lifecycle Stage
Process
Control Objective
19. Incident Management
Service Operation
DS 8
DS 8.0
Manage Service Desk and Incidents
DS 8
DS 8
DS 8
DS 8
DS 8
DS 8
DS 8
DS 8
DS 8
DS 8.2
DS 8.2
DS 8.2
DS 8.2
DS 8.2
DS 8.3
DS 8.3
DS 8.3
DS 8.4
Registration of Customer Queries

Incident Escalation
Incident Escalation
Incident Escalation
Incident Closure
DS 13
DS 13.3
IT Infrastructure Monitoring
DS 13
DS 13
DS 13
DS 13
DS 13
DS 13
DS 13
DS 13
DS 13
DS 13
DS 13.3
DS 13.3
DS 13.3
DS 13.3
DS 13.3
DS 13.3
DS 13.3
DS 13.3
DS 13.3
DS 13.3
DS 8
DS 8.1
Service Desk
DS 8
DS 8
DS 8
DS 8
DS 8
DS 8.1
DS 8.1
DS 8.1
DS 8.1
DS 8.1
Service Desk
Service Desk
Service Desk
Service Desk
Service Desk
DS 10
DS 10
Manage Problems
DS 10
DS 10
DS 10
DS 10
DS 10
DS 10
DS 10.1
DS 10.1
DS 10.1
DS 10.1
DS 10.2
DS 10.2
Incident Identification
Incident Logging
Incident categorization
Incident prioritization
Initial diagnosis
Incident escalation
Investigation and diagnosis
Resolution and recovery
Incident closure
20. Event Management
Service Operation
Event occurs
Event notification
Event detection
Event filtering
Significance of events
Event correlation
Trigger
Response selection
Review and actions
Close event
21. Request Fulfilment
Service Operation
Menu selection
Financial approval
Other approval
Fulfilment
Closure
22. Problem Management
Problem detection
Problem logging
Problem categorization
Problem prioritization
Workarounds
Raising a known Error record
(c) Glenfis AG
Service Operation
www.glenfis.ch
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Description
Identification and Classification of Problems

Problem Tracking and Resolution
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ITIL V3
Glenfis AG
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Lifecycle Stage
Problem resolution
Problem closure
Major Problem review
Errors detect in the development environment
23. Access Management
Service Operation
Requesting access
Verification
Providing rights
Monitoring identity status
Logging and tracking access
Removing or restricting rights
24. Reporting
Continual Service Improvement
Define targeted Audience

Define Business Views
Agreement on what to monitor and report
Monitor against Service Level targets
Reporting workloads, trends non-compliance
25. Service Measurement & Control
Developing a Service Management

Framework
Defining what to measure
Setting targets
Service Management process measurement
Creating a measurement framework grid
Interpreting and using metrics
Interpreting metrics
Using measurement and metrics
Creating scorecard and reports
26. Return on Investment on CSI
Creating a return on Investment
Establishing the business case
Measuring benefits achieved
(c) Glenfis AG
Process
Control Objective
DS 10
DS 10
DS 10
AI 4
DS 10.2
DS 10.3
DS 10.3
AI 4.4

Problem Closure
Problem Closure
DS 5
DS 5.3
User Account Management
DS5
DS5
DS5
DS5
DS5
DS5
DS 5.3
DS 5.2
DS 5.3
DS 5.3
DS 5.3
DS 5.3

Identity Management
ME 1
ME 1.0
Monitor and Evaluate IT Performance
ME 1
ME 1
ME 1
ME 1
ME 2/ME 3
ME 1.1
ME 1.2
ME 1.1
ME 1.4
ME 2.1/ME 3.5
ME 1
ME 1.3
Monitoring Method
ME 1
ME 1
ME 1
ME 1
ME 1
ME 2
ME 2
ME 1
ME 1
ME 1.3
ME 1.2
ME 1.3
ME 1.1
ME 1.1
ME 2.2
ME 2.2
ME 1.4
ME 1.5
Monitoring Method
Definition and Collection of Monitoring Data
Monitoring Method
Monitoring Approach
Monitoring Approach
Supervisory Review
Supervisory Review
Performance Assessment
Board and Executive Reporting
ME 4
ME 4
ME 4
ME 4
ME 4.3
ME 4.3
ME 4.3
ME 4.3
Value Delivery
Value Delivery
Value Delivery
Value Delivery
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Description
Monitoring Approach
Definition and Collection of Monitoring Data
Monitoring Approach
Performance Assessment
Monitoring of Internal Control Framework/Integrated
Reporting
V 2.0

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ITIL V3

COBiT V4.1 Mapping Overview

Determine Technological Direction

Define the IT Processes, Organisation and Relationships

Manage the IT Investment

Communicate Management Aims and Direction

Manage IT Human Resources

Assess and Manage IT Risks

Acquire & Implement

Identify Automated Solutions

Acquire and Maintain Application Software

Acquire and Maintain Technology Infrastructure

Enable Operation and Use

Install and Accredit Solutions and Changes

Deliver & Support

Define and Manage Service Levels

Manage Third-Party Services

Manage Performance and Capacity

Ensure Continuous Service

Ensure Systems Security

Identify and Allocate Costs

Educate and Train Users

Manage Service Desk and Incidents

Manage the Configuration

Manage Physical Environment

Monitor and Evaluate

Monitor and Evaluate IT Performance

Monitor and Evaluate Internal Control

Ensure Regulatory Compliance

Return on Investment on CSI

Service Measurement & Control

Define the Information Architecture

Define a Strategic IT Plan

Release & Deployment Mgmt

Plan & Organise

Service Asset & Configuration Mgmt

Transition Planning & Support

IT Service Continuity Mgmt

Information Security Mgmt

Service Level Mgmt

Service Catalogue Mgmt

Service Portfolio Mgmt

AligningITIL V3 - Cobit 4th

Service Validation & Testing

ISO/IEC 20000 Standardh

Define a Strategic IT Plan

Manage the IT Investment

3. Service Portfolio Management

5. Service Catalogue Management

Define and Manage Service Levels

Service Level Management Frameworks

Define and Manage Service Levels

Interfacing with support teams, suppliers and

ISO/IEC 20000 Standardh

Determine, document and agree requirements

Service Level Agreements

Monitor service performance against SLA

Monitoring and Reporting of Service Level Agreements

Produce service reports

Monitoring and Reporting of Service Level Agreements

Review and revise SLAs, Service Scope and

Review of Service Level Agreements and Contracts

Develop contacts and relationship

Planned and preventive maintenance