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Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights reserved. No part of this publication may be reproduced, stored in any retrieval system, or transmitted in any form or by any means, electronic or otherwise, without written permission
Presentation Outline
ITIL Introduction
ITIL Key Benefits
ITIL Lifecycle Publications
ITIL Service Lifecycle & Process Map
ITIL Lifecycle Processes
ITIL Implementation
ITIL Qualification Scheme
Related Links
ITIL Introduction
ITIL Introduction
(continued)
ITIL Introduction
(continued)
Improved IT governance
Copyright
2010 byand
IT Quality
Management
Common
consistent
language Solutions (PVT) LTD. All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission
Service Strategy
Key Concepts:
Processes:
Value creation
Service Strategy
Competitive advantage
Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission
Service Design
Key Concepts:
Processes:
Availability Management
Design constraints
Capacity Management
partners
Information Security
Service
(SDP) Solutions
IT(PVT)
ServiceLTD.
Continuity
Copyright 2010
by ITDesign
QualityPackage
Management
All rights
Service Transition
Key Concepts:
Processes:
Managing communications
Change Management
Stakeholders management
Effective controls
Management
V model
Configuration Management
Data-Information-KnowledgeValidation
and Testing
Copyright 2010
by IT Quality Management Solutions
(PVT) LTD.
All rights
Wisdom
Service
Evaluation
reserved. No part
of this(DIKW)
publication may be reproduced,
stored
in any retrieval
electronic
KnowledgeorManagement
system, or transmitted in any form or by any means,
otherwise,
without written permission
Service Operation
Key Concepts:
Processes:
Incident Management
Functions
Problem Management
Request Fulfillment
vs. responsiveness, reactive vs.
(PVT)Desk
LTD. All rights
Operational
healthManagement Solutions
Service
reserved. No part
of this publication may be reproduced,
storedManagement
in any retrieval
Communication
Operation
system, or transmitted
in any form or by any means,
electronic
Applicationor&otherwise,
Technical Support
Documentation
without written permission
Key Concepts:
Processes:
Service Measurement
Organizational change
Service Reporting
Metrics and measurement
Seven-step
improvement
system, or transmitted
in any
form or by any means, electronic or otherwise,
without written permission
Service Strategy
Service Design
Service Support
Service Transition
Service Measurement
Copyright 2010 by IT Quality Management Solutions (PVT)
LTD. All rights
Service Reporting
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission
Demand Management
Purpose
Value to Business
Key Activities
Analyze and Codify Patterns of Business Activity
Define
Policy
(PBA)
Input
Output
Business Processes
Business
Strategy/Plans
Capacity
Plan
Service
Portfolio
Patterns of Business
Activity (PBA)
Service
Packages (Core
Service, Supporting
Services, Service Level
Packages)
User
Profiles
Updated
Capacity
Plan
IT Financial Management
Purpose
Value to Business
Key Activities
Define IT Financial
Policy
Define Management
Policy
Input
Business Strategy and
Plans
Organizations
Accounting Policies
Service Portfolio
Output
IT Financial
Management Policy
IT Financial Plan
IT Budget
Reviewed
Budget
Balance
Sheet
Closure Report
Billing Report
Value to Business
Key Activities
Define
Define
Policy
Input
Business Strategy/plans
CMS
IT
Financial
Management Process
Demand Management
Process
Analyze
Approve
Charter
Review
Output
Service Portfolio Policy
Service Portfolio
Business Case
Updated CMS
Updated Service
Catalogue
Approved
Budget
Service
Improvement
and Recommendations
Service Strategy
Purpose
Value to Business
Key Activities
Define the Market
(Understand
Define
Policythe Opportunity)
Input
Business Strategy
Business Assets
Service Portfolio
IT Assets
CMS
Service
Catalogue
SLA
Output
IT Provider
Opportunities
Updated Service
Portfolio
IT
Service
Offerings
Service
Strategy
IT Plans
and
Recommendations
Availability Management
Purpose
Value to Business
Key Activities
DetermineDefine
Availability
Requirement
Policy
Input
Business Requirements
Service Catalog
Historical
Availability
Reports
SLA
CMDB
Output
Availability Requirement
Availability and
Recovery Design
Availability Plan
Availability
Reports
Updated
SLA
Capacity Management
Purpose
Value to Business
Key Activities
BusinessDefine
Capacity
Management
Policy
Input
Business Strategy &
Plans
Service
Package
Business
Requirements
Existing Capacity
Performance and
Utilization Reports
Output
Capacity Plan
CMIS
Service
Capacity
Performance and
Forecasting Reports
Tuning and
Improvement Reports
Value to Business
Key Activities
Define Information
Security Policy
Define Policy
Input
Business Requirements
IT Strategy
Legal
and Regulatory
Requirements
Output
Information Security
Policy and Sub-Policies
Asset Registry
Risk
Assessment Report
Security
Controls List
Risk
Treatment
Plan
Training
and
Awareness
Plan
Value to Business
Key Activities
Define
ITSCM
Policy
Define
Policy
Input
Business Requirements
Business Objectives
Legal and Regulatory
Requirement
Organizational
Policies
Output
ITSCM Policy
BIA Report
Risk
Assessment Report
Recovery
Plan
ITSCM
Strategy
& Plans
Test
Plan
and
Test
Results
Training and Awareness
Plan
Value to Business
Key Activities
Define Service
(Service
Definition)
Define
Policy
Input
Business Plans
Business
Processes
BIA
IT Plans
IT Budgets
Service
Portfolio
Output
Service Definition
Business Service
Catalogue
Technical
Service
Catalogue
Value to Business
Key Activities
Define
SLM
Policy
Define
Policy
Input
Service Catalogue
Business
Requirements
Current
Performance
Levels
Incident
Management
Problem
Management
ITSM
Processes
Customer
Satisfaction
Customer
complaints
Output
SLM Policy
SLR
Revised
UC
OLA
SLA
Service
Reports
Service
Improvement
Plan
Supplier Management
Purpose
Value to Business
Key Activities
Develop
Supplier
Policy
Define
Policy
Input
Business Requirements
Compliance
Requirements
Supplier list
Supplier
Performance
reports
Disagreement Request
Evaluation Template
Output
Supplier Policy
RFP
Contract
Document
Evaluation
Report
SCD
Supplier Performance
Report
Dispute
Closure Report
Termination
Report
Value to Business
Key Activities
Define
SACM
Policy
Define
Policy
Input
RFC (add, delete, or
modify CI)
Business
Requirements
Existing
Organizational
Assets
Legal
and
regulatory
requirements
Output
SACM Policy
SACM Plan
CMS
CMDB
DML
Definitive
Spares
Status
Accounting
Report
Audit
Report
Change Management
Purpose
Value to Business
Key Activities
Record
andPolicy
Review
Define
Input
Business Proposal
Document
RFC
CMDB
CAB
Guidelines
Release
Plan
Test
Plan
Test Cases
Test Report
Output
Authorized changes
Rejected RFC Report
Schedule of Change
Projected Service
Outage
Emergency
Change
Report
Post-implementation
Review Report
Management
Reports
Knowledge Management
Purpose
Value to Business
Key Activities
Define Knowledge
Management
Define
Policy (KM) Strategy
Input
Internal Policies
Business
Strategy/Drivers
Legal and Regulatory
Requirements
Configuration
Management System
Output
Knowledge Management
Strategy
Knowledge
Transfer
Plan
Data and Information
Requirement
Service
Knowledge
Management System
Procedures and Controls
Value to Business
Key Activities
Define Release
Policy
and Release Plan
Define
Policy
Input
RFC
SDP
SAC
Test
Plan
Build Release
Perform Acceptance and Pilot Testing
Plan and Prepare for Deployment
Deploy Release
Output
Release policy
Release plan
Approved
change
implemented in the
production environment
Deployment Status
Report
Lessons
learned
Procedures
and
Controls
Value to Business
Key Activities
PlanDefine
ServicePolicy
Evaluation
Input
Request For Change
Service
Design Package
Service
Acceptance
Criteria
Test Plan
Release
Plan
Output
Service Evaluation Plan
Risk Assessment Report
Risk Mitigation Plan
Residual Risk Report
Interim Evaluation
Report
Deviation
Report
Service
Evaluation
Report
Value to Business
Key Activities
Setup Service
Transition
Define
Policy Strategy
Input
RFC
SDP
& SAC
Business
Strategy/Objectives
Organizational Policies
Testing Plan
Project Plan
Change
and Release
Policy
Output
Service Transition
Strategy
Service
Transition Plan
Action
Plan/WBS
Updated
CMS
Updated
Service
Catalogue
Management
Reports
Value to Business
Key Activities
Define Validation
andPolicy
Test (V&T) Policy
Define
Input
Business Requirement
Regulatory Requirement
SDLC Policy
Service
Design Package
Validation
& Testing
Best Practices
RFC
Output
Validation and Testing
Policy & Strategy
Test Plan
Test Cases
Defects
Database/Log
Test
Records
Test
Log
Test
Reports
Access Management
Purpose
Value to Business
Key Activities
Record
Define
Policy
Input
Access Request
Information
Security
Policy
Output
Access Request
Log/Database
Access
Request Status
Notification
Status Report
Event Management
Purpose
Value to Business
Key Activities
Define Policy
Define
Policy
Input
Event (Occurrence)
Output
Event Management
Policy
Event
Log
Incident
or
Problem
Ticket
Request for Change
Event Response
Management
Reports
Incident Management
Purpose
Value to Business
Key Activities
Record
andPolicy
Classify
Define
Input
Incident (occurrence)
SLA
CMS
Known
Error Database
Defects
Database
Prioritize
Initial investigation and Diagnosis
Investigate and Diagnose
Resolve, Recover, and Close
Output
Incident Log/Database
Temporary Solution/
Workaround
Request
for change
Problem
Report
Performance
Reports
Problem Management
Purpose
Value to Business
Key Activities
Identify
Record
DefineandPolicy
Input
Incident
Events
CMS
Output
Problem
Known
Error
Workaround
Solutions
Permanent
Solutions
PIR
Report
Value to Business
Key Activities
Record
Define
Policy
Input
Service Request
SLA
Approve
Fulfill
Output
Service Request
Log/Database
Performance
Reports
Close
Monitor and Track
Value to Business
Key Activities
Define
CSI
Policy
Define
Policy
Input
Business Needs
Corporate
Vision and
Mission
Legal and Regulatory
Requirements
Service Level
Requirement
Output
Continual Service
Improvement Policy
Improvement
Opportunities
Service
Improvement
Plan
Service Reports
ITIL Implementation
Closure
Evaluate Results
Honor Team
Plan Service Improvement
Transfer Ownership
Project Closure
ACT
PLAN
Process Improvement
Project Management
Methodology
Audit
Audit Planning
Conducting Audit
CHECK
DO
Management commitment
Understanding
Copyright
2010 by IT Qualitykey
Management
businessSolutions
drivers (PVT) LTD. All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission
Capability Modules
Related Links
www.ogc.gov.uk
www.ITIL.co.uk
www.itsmf.com (US)
www.itsmf.co.uk (UK)