The ITIL Winning Formula

Service Delivery
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Service Support
Financial Management
Change Management Configuration Management
Configuration Management Plan Configuration & Change Management

Release Management
Release Policies Release Units Full Release Delta Release Package Release Urgent Release Release Numbering

Service Level Management

Catalog Services Accounting Draft Service Levels Negotiate & Agree Monitor, Report & Review Service Improvement Program (SIP)
SLM Documents Service Level Requirement (SLR) Internal & External Specsheets Service Quality Plan Operational Level Agreement (OLA) Underpinning Contract Service Level Agreement (SLA) Service Catalog Accounting Recovery Profit Center Hardware Software People Accommodation Services Cost Model

Charging

Budgeting

Configuration Planning

OR

Request for Change (RFC)

Organization

Charging Policies Chargeable Items

Align Spending/ Business Performance Measuring IT Performance

Cost Cost Plus Market Related Going Rate Fixed Price Direct Resource Utilization Output Related Apportionment Market Related Notional Charging Real/Hard Charging

Identification (Logical & Physical)

Cost Types & Elements

Configuration Configuration Item (CI) Attributes Relationships Baselines Variants Lifecycles Software Libraries Document Libraries

Filter RFC
Normal changes

Release Planning Development or Procurement

Prioritize

Urgent changes Non-standard changes Standard changes Minor Significant Major Forward Schedule of Change (FSC) Projected Service Availability (PSA) Change Testing plans Back-out plans

Quality Assurance

Change Models

Cost Classification

Capital/Operational Direct/Indirect Fixed/Variable Depreciation Standard Cost

Pricing

Control Change Advisory Board (CAB) OR

Categorize

Build & Configure Release Testing & Acceptance Roll-out Planning Communication Preparation & Training Distribution

DSL

DHS

Cost Units

Charging Methods

Status Accounting

CMDB

Change Approval & Scheduling

Investment Appraisal

Return on Investment Return on Capital Employed Total Cost of Ownership Cost Variance Utilization Variance Revenue Variance

Billing

Verification/ Audit

Building & Testing Change Advisory Board Emergency Change Committee (CAB/EC) Implementation Review Successful Changes

Monitor

Vi sio n

Back-out Unsuccessful Changes Closed

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Implementation

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Fo rm ula te

Po lic ies &

IT Pr in c

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De fin e

Business Alignment
St an da rd s

Capacity Management
Business Capacity Management Service Capacity Management
y ilit ab ail Av Re lia bil it

IT Service Continuity Management

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Service Desk Incident Management

Service Desk Processes
Request Management Incident Reporting & Review Customer Liaison Change Management

Problem Management

Initiation Requirements & Strategy Implementation Operational Management

Resource Capacity Management

Main taina bility

Availability Management

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Incident Detection & Recording

Problem Control

Problem Identification & Recording Problem Classification Investigation & Diagnosis

Initial Support Service Desk Structures

Local Central Virtual

Error Control Classification Tracking & Communication Investigation & Diagnosis

Known Error DB

Error Identification & Recording Error Assessment Error Resolution Recording Error Closure Problem/Error Resolution Monitoring

Capacity Management Database (CDB)

RFC

Workload Management Application Sizing

Service Desk Technologies

Service Desk Systems Communication Systems Self-service

Proactive Problem Management

Trend Analysis Targeting Preventative Actions Major Problem Reviews

Resource Management Demand Management Modeling

Component Failure Impact Analysis (CFIA) Differential Charging Estimation Trend Analysis Analytical Modeling Simulation Baseline

Staff Management

Staffing Levels Managing Turnover Workload Management

Resolution & Recovery

Incident Closure

The ITIL Winning Formula:

A Guide to Service Support and Service Delivery

Education and Training

Soft Skills Management Skills Service Desk Operations Customer Service

Management Information

Capacity Planning

Service Support

ITIL: The Information Technology Infrastructure Library (ITIL) is a registered trademark of the OCG-UK Government.

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Imp

Escalation Management

Performance Management (Iterative Processes)

Mon itoring

Security
alysis An

Initiation Business Impact Analysis Risk Assessment ITSCM Strategy Organization

Draft Policy Scope Allocate Resources Agree Project/Quality Plans

Availability Planning Availability Improvement Availability Management Database (AMDB) Availability Modeling Measurement & Reporting IT Availability Metrics Model (ITAMM) Resilience Fault Tree Analysis CRAMM Service Outage Analysis Continuous Improvement Technical Observation Post Expanded Incident Lifecycle Component Failure Impact Analysis Availability Plan

CRAMM

Standby Arrangements

Recovery Plans Risk Reduction

Do nothing Manual Workaround Reciprocal Arrangements Immediate Recovery Intermediate Recovery Gradual Recovery Dormant Contract Insurance

Tools & Techniques

Countermeasures Fortress Approach Education Training Testing Change Management Review

Operational Activities

Service Delivery www.hp.com/learn

2005 Hewlett Packard Company 4AA0-1114ENW, 07/05