ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES
SERVICE SUPPORT
User requested changes
Incident
Management
Events
Requests
Enquiries
Problem
Management
Multiple or
serious
incidents
Record
Work-arounds
Advice & guidance
General information
Classify
Classifications
Resolve
Close
olu
Monitoring
SERVICE DESK
tion
Schedule
Build
FSC
Escalation
KEdb
RFW
Policy
Schedule
/
ards
t boboards
c
e
j
Prosiness
bu
Assess
Authorise
Error Control
- Review KEs
Proactive Pr. Mgmt.
- Analyse trends
Release
Management
Multiple,
related or complex
change
Log / Filter
Categorise
Problem Control
- Identify, classify,
solve, raise KE
Investigate
Res
Change
Management
Requests
for
change
Change and
release work
together
Test
Implement
Review
CAB
PSA
DEVELOPMENT
USERS
Temporary fixes
Recent changes
Design / develop
Build
Test
Accept
Plan Rollout
Distribute / install
- Activate
DHS
DSL
Configuration
Management
Plan
Identify
Strategic
Resolutions
Audit / verification
CI Info
CI Updates
RFC's
Impact assessment
Customer Issues
Control
Status accounting
Availability & Capacity
Problems
CI Info
CI Updates
CMDB
CI Info
CI Updates
Key to abbreviations
CAB Change Advisory Board
CI Configuration Item
CMDB Configuration Management
Database
DHS Definitive Hardware Store
DSL Definitive Software Library
FSC Forward Schedule of Change
KEdb Known Error Database
PSA Projected Service Availabuility
RFW Request for Work
Service Level
Management
Availability
Management
Incident
Management
Configuration
Management
SERVICE DELIVERY
Capacity
Management
IT Service
Continuity Management
Financial
Management
Problem
Management
Change
Management
Release
Management
SERVICE DELIVERY
SL targets
Achievements
Availability
Management
Service Level
Management
Establish SLRs
Catalogue Services
Business
requirements
& SLRs
Availability
requirements
Draft SLAs
- Review OLAs, Contracts
Performance
requirements
Negotiate, agree
Financial
requirements
Monitor, report
Review
Risk
reduction
BCM
OLAs with
internal suppliers
IT Service Continuity
Management
Analyse weakness
- CRAMM, FTA, CFIA
Address shortfalls
- SOA, TOP
Continuous improvement
- work with Incident and
Problem Management
Business, Service and
Technical aspects
Design to meet SLRs
- Availability, Reliability,
Maintainability, Security,
Serviceability
Security
Management
Modelling
- Analytical, simulation,
trending
Application sizing
(as for modelling but wider
scope and often in
development arena)
CDB
Iterative activities
- Monitor, analyse, tune,
implement
Demand Management
- Financial, physical
Budgeting
- Cost types, codes
- Capital / Revenue
- Fixed & variable
Accounting
- Cost table
- Direct, indirect
- Unabsorbed overheads
- TCO, Return on investment
Charging
- Fair, simple, realistic
- Cost, cost plus, market rate,
notional
Requirements for new systems & services
Initiate
Assess risks
- CRAMM
- Countermeasures
Develop plans
- Options; Gradual,
Intermediate, Immediate
Operational Management
- Testing, Training, Awareness,
Review, Change, Assurance
Key to abbreviations
Continuity
requirements
Risk reduction
ISBN: 978-0-9544884-2-0
Published July 2006.
ITIL
To order further copies, please e-mail
sales@bestpracticebookstore.com
or call +44 (0) 1270 611600
is a registered Trade Mark, and a Registered
Community Trade Mark of the Ofce of
Government Commerce, and is Registered
in the US Patent and Trademark Ofce.
ITIL map.indd 1
Financial
Management
CDB
CFIA
CRAMM
FTA
OLA
Capacity Database
SLA Service Level Agreement
Component Failure Impact Analysis SLR Service Level Requirement
Risk Analysis & Mgmt Methodology SOA Service Outage Analysis
Fault Tree Analysis
TCO Total Cost of Ownership
Operational Level Agreement
TOP Technical Observation Post
ILX Group - Leaders in eLearning,
Blended and Classroom
ITIL Training Solutions
Courtesy John Mather, Mark Haddad - Key Skills Associates
Continuity
requirements
Continuity
requirements
Contracts with
external suppliers
Capacity
Management
DEVELOPMENT
CI Info
CI Updates
Customer Issues
CUSTOMERS
SL targets
Achievements
Impact
assessment
RFC's
SERVICE SUPPORT
www.ilxgroup.com - Company Information
www.itiltraining.com - ITIL Training Options
www.prince2.com - Everything PRINCE2
sales@ilxgroup.com - General Enquiries
Tel - +44 (0) 1270 611600
TM
25/07/2006 21:00:46
ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES
S
C
C
S S
I I
R C
C I
C C
S
R
S
S
S
C
C
C
C
C
C
C
C
S
R
S
S
S
C
S
S
R
S
S
S C C C
S C C C
S S S S
S S S S
R C C C
S S R R
C C C
C C C C C C
C C C C
C S S S
C
C
S
C
C
C
C
C
S
S
S
C
S
S
S
S
S
S
C
C
S
S
S
S
S
C
C
S
C
C
C
C
C
C
S
C
C
A S S
A S S
A S S
A S S
A S S
A S S
A S S
A C C
S S S
S S S
S S S
S S S
S S S
S S S
S S S
S C C C
S
S
S
S C C C
S C C C
S C C C
ITIL
To order further copies, please e-mail
sales@bestpracticebookstore.com
or call +44 (0) 1270 611600
is a registered Trade Mark, and a Registered
Community Trade Mark of the Ofce of
Government Commerce, and is Registered
in the US Patent and Trademark Ofce.
C
C
C
C
C
S
S
S
C
C
S
S
S
C
C
S
S
S
Release Distribution
Release Installation
CMDB Verication
Release Testing
CI Status Accounting
Release Build
CMDB Control
Release Roll-out
CI Identication
Release Design / Development
CONFIGURATION MANAGER
Release Planning
RELEASE MANAGER
Change Review
Change Implementation
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
S
A
A
R R R R R R R A
A
R
R
R
C
R
R
R
C
R
R
R
C
R
R
R
C
S
S
S
S
R
R
S
S
S
S
S S S S S S S
R R R R R R R
C C C C C C C
S S
S S
S S
C C
S
S
C
C
C
C
C
C
C
R R
R R
S S
C
C
S
S
S
C
C
C
C
C
C
S
S
S
C
C
S
S
S
S S
C C
C
C
C
C
S
S
S
C
C
S
S
S
I
S
S
S
R
A
A
A
A
A
A
A
A
A
A
A
C
I
R R R R R
S
S
S
C
S
S
S
S
S
S
S
S
S
S
S
S
S
S
R
R
C
C
C
C
C
C
C
C
C
C
R
C
C
C
C
C
C
C
C
C
C
R
R
R
C
C
C
C
C
C
C
C
R
C
C
R
S
S
S
S
S
C
C
R
C
C
C
R
S
S
S
S
C
C
R
C
C
C
C
R
R
R
R
C
C
R
C
C
C
C
R
R
R
R
C
CAPACITY
MANAGEMENT
Performance Monitoring
CAPACITY MANAGER
Ongoing Operational Management
Testing Recovery Plans
Developing IT Recovery Strategy
Risk Assessment
Performing Business Impact Analysis
IT SERVICE CONTINUITY MANAGER
Initiating Business Continuity Mgmt
C
C
S
S
S
C C C R R R R R
C C C R R R R R
S S S S S S S S
S S S
R R R
C C C
S
S S S
S S S
C C C
S
S
C C S
C C C
C C C
C C C
DR1 DR2 DR3 DR4 DR5 DR6
C
C
C
S
S
S
C
S
S S S S S S
C
C C C C
C C C
C
C C C
C
C C C C
I
I
I
I
Change Testing
S
S
S
S
S
IT SERVICE
CONTINUITY MANAGEMENT
C
C
S
S
S
S
S
S
S
S
S
S
C
S
S
S
S
S
S
S
Change Building
Change Scheduling
Change Approval/Authorisation (CAB)
C C C
C C C
C C C
C C C R R R R R
R R R R R R R R R R
R R R R
C R R R R R R R
C
C C
AM1 AM2 AM3 AM4
S
C
S
S
S
S
R
C
C
C
ISBN: 978-0-9544884-2-0
Published July 2006.
ITIL map.indd 2
S
S
S
S
S
S
Performing Service Outage Analysis
S
C
C
C
C
C
C
R
S
S
S
C
S
C
C
C
C
Implementing Risk Reduction Measures
S
C
C
C
C
C
C
SM1 SM2 SM3 SM4 SM5 SM6 SM7 SM8 SM9
Performing Risk Assessment
AVAILABILITY MANAGER
R S S S S
S
S
S
S
S
S
S
C
C C C
C
C C C
C
C C C
Instigating CSIP Actions
R
I
R
S
C
C
C
Reporting Service Levels
S
S
S
S
S
C
C
Monitoring Service Levels
S
S
S
S
S
C
C
Drafting SLAs
I
I
C
S
C
C
C
C
S C
C C
Reviewing Service Levels
Establishing Underpinning Contracts
C
I
I
I
Establishing OLAs
A
A
A
A
A
A
A
A
A
S
C
C
C
Establishing Business SLRs
SERVICE LEVEL MANAGER
Developing Service Catalogue
PROCESS
CUSTOMERS
Service Catalogue
Business Plans
Business SLRs
OLAs
Underpinning Contracts
SLAs
Service Review Reports
RFCs (CSIP)
SLM Process Audit
Capacity Plan / Forecasts
Capacity Monitoring Reports
Modelling Results
Workload Analysis
Cap Man Process Audit
Availbility Forecasts
CFIA
FTA
Service Outage Analysis
TOP Report
Security Policy
Availability Plan
Av Man Process Audit
Business Continuity Plan
CRAMM Report
Business Impact Analysis
IT Disaster Recovery Plan
DR Processes
DR Test Plan
DR Training Plan
ITSCM Process Audit
Budget / Balance Sheet
Cost Models
Investment Analysis (ROI/ROCE)
Charging Policy
Charging Model
Fin Man Process Audit
COM2 COM3 COM4 COM5
S
S
S
S
AVAILABILITY
MANAGEMENT
C
R
R
C
C
R
R
S
R
I
I
I
I
DOCUMENT / PRODUCT
RM8
S
S
S
S
C
C
I
I
R C R R R R R R R R R R R R R R R R R R R R R
SERVICE LEVEL
MANAGEMENT
RM7
S
S
S
S
Implementing Standby-Arrangements
RM6
FINANCIAL
MANAGEMENT
CP1 CP2 CP3 CP4
C
C
C
S
S
S
C
S
A
C A
A
A
A
S S
S S S C C S
S S
S S
C
S S
S S
C
S C
C C
C
C
S C
C C
C
C
S S S S S
S C
S S S S S
S C
C
S A R S S S S S C
S A S S R S S S C
S A S R S S S S C
S A S S S R R S C
S A S S S R R S C
S A S S S R R R C
S A S S S S R R C
A C C C C C C
C C C C C C C C C
I
I
I
I
I
I
I
I
C
C
S
S
S
C
C
S
S
S
C
C
S
S
S
C
C
S
S
S
R
S
S
S
C
S
C
C
C
C
C
S
S
S
S
S
C
S
C
C
C
C
C
S
S
S
R
S
C
S
C
C
C
C
C
C
S
S
S
S
C
S
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
S
S
S
C
C
C
C
S
C
S
C
C
C
C
Charging
I
I
I
S S
C C
RM5
Accounting
I
I
I
I
I
I
C C C
RM4
Budgeting
S
I
I
R
R
R
C
C
RM3
FINANCIAL MANAGER
I
I
I
I
R
R
C R
C C C C
C C C C
RM2
S
S
S
R
Application Sizing
I
I
I
I
S
S
S
C
CONFIGURATION
MANAGEMENT
R R S S S R R S S
C S S S S
C I I
S
S
C I I
S S C S S C C C
R R R R R R R C R R R R R R R
Modelling
I I
S I
S I
R C
S
S
S
C
R
R
C C C C
C C C C
R R R R
Demand Management
I
I
I
I
I
I
I
S
S
S
C
R
C
RELEASE
MANAGEMENT
CHM1 CHM2 CHM3 CHM4 CHM5 CHM6 CHM7 CHM8 CHM9 CHM10 CHM11
I
I
I
I
I
I
I
S
S
I
I
I
S
S
R
R
R
C
S
C
S
R R
C C
Change Financial Assessment
PM6
Change Impact Assessment
PM5
Change Categorization
PM4
Change Logging & Filtering
PM3
Change Prioritization
PM2
CHANGE MANAGEMENT
S
S
S
C
R
C
C
S
S
S
C
R
C
Recording Error Resolution
PM1
S
S
S
S A
C
C
R C
R A
R C
C C
C
A
A
C A
A
A
S A
C A
A
S
S
S
C
R
R
R
C
S
C
S
S
S
S
S
A
A
R
A
A
A
I
I
C
I
I
I
C
Error Assessment
IM5
Error Identication & Recording
IM4
Problem Classication
Resolution & Recovery
IM3
CHANGE
MANAGEMENT
Problem Investigation & Diagnosis
Incident Investigation & Diagnosis
IM2
Problem Identication & Recording
Service Request
IM1
A
R
A R R S
A
S
R
R
A C C C
S
S
S
S C C
S
S
R C R
S C C
C C
PROBLEM MANAGER
Initial Classication & Support
C
C
C
C
DOCUMENT / ACTIVITY
Standard Service Request
Incident Record
Incident Closure
Request for Change (Workarounds)
Incident Mgmt Process Audit
Problem Record
Known Error Record
Request for Change (Problems)
Error Closure
Trend Analysis
Problem Mgmt Process Audit
Forward Schedule of Change
Projected Service Availability
Model Change Template
CAB Agenda
CAB Minutes
Change Closure
Change Record
Change Mgmt Process Audit
Release Policy
Release Record
Roll-out Plan
Training and Communication Plan
Build Plan
Test Plan
Implementation Plan
DSL Index
DHS Index
Document Library Index
Release Mgmt Process Audit
Conguration Planning
CMDB Verication Reports
Conguration Item Records
Conguration Mgmt Process Audit
PROBLEM
MANAGEMENT
Incident Detecting & Recording
USERS / CUSTOMERS
R
R
R
R
INCIDENT MANAGER
SERVICE DESK
PROCESS FUNCTION
INCIDENT
MANAGEMENT
FM1 FM2 FM3
C
C
C
C
C
C
C
S
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
S
C
C
C
S
C
C
C
S
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C
C C C C A
A
A
A
A
A
R
S
S
C
C
C
S C
R C
S S
C R
C R
C C
ILX Group - Leaders in eLearning,
Blended and Classroom
ITIL Training Solutions
For an online
demonstration of the
ITIL eLearning course
visit www.keylms.com/
itilprodemo
For a free quotation
please email:
sales@ilxgroup.com
Key to abbreviations
A Process / Function Accountable
R Process / Function Responsible
S Process / Function Supporting
C Process / Function Consulted
I Process / Function Informed
www.ilxgroup.com - Company Information
www.itiltraining.com - ITIL Training Options
www.prince2.com - Everything PRINCE2
sales@ilxgroup.com - General Enquiries
Tel - +44 (0) 1270 611600
TM
25/07/2006 21:01:04
