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Information Technology Infrastructure Library (ITIL®) study guide mind map by Mind Map: Information Technology
Infrastructure Library (ITIL®) study
guide mind map
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Information Technology Infrastructure Library (ITIL®) study guide mind map

ITIL® is a registered trade mark of AXELOS Limited. ITIL® logo courtesy of the AXELOS Limited. Trademarks are properties of the holders, who are not affiliated with mind map author.

ITIL Maturity Model (IMM)

Watch: ITIL Maturity Model Subscriptions

ITIL® (formerly Information Technology Infrastructure Library) - process based standard and library (not methodology) of best practices and processes for IT Service Management (not IT management). ITIL® is one of the 12 recognized globally and practically proven management standards from AXELOS® Global Best Practice family of UK standards. ITIL is closely connected to BiSL® and ASL®2 standards and is seen as a complementary extension.

How ITIL® fits into AXELOS® Global Best Practices family of UK standards.

AXELOS® Global Best Practices family of standards from UK.

PRINCE2® Agile, see PRINCE2® Agile mind map

ITIL®, see ITIL® mind map

M_o_R® - Management of Risk, see M_o_R® mind map

MoV® - Management of Value, see MoV® mind map

MoP® - Management of Portfolios, see MoP® mind map

MSP® - Managing Successful Programmes, see MSP® mind map

PRINCE2® - PRojects IN Changing Environments, see PRINCE2® mind map

P3O® - Portfolio, Programme and Project Office, see P3O® mind map

yet remember - "In reality there are no such things as best practices. There are only practices that are good within a certain context."

Since 2000 the Office of Government Commerce (OGC), former owner of PRINCE2® (and other Best Management Practices) has been the custodian of the portfolio on behalf of UKG. In June 2010 as a result of UKG reorganisation the Minister for the Cabinet Office announced that the PRINCE2® functions have moved into Cabinet Office.

AXELOS are a new joint venture company, created by the Cabinet Office on behalf of Her Majesty’s Government (HMG) in the United Kingdom and Capita plc to run the Best Management Practice portfolio, now called AXELOS Global Best Practice

see BiSL® mind map

see ASL®2 mind map


Value to customers

Utility, The functionality offered by a product or service to meet a particular need., Functionality, Fitness for purpose, What the customer gets

Warranty, Ability of a service to be available when needed, to provide the required capacity, and to provide the required reliability in terms of continuity and security., Fitness for use, Performance, How service is delivered

Shown by, Economic value, Reputation, Customer Perception

Service types

Internal services, Delivered between departments or business units in the same organization

External services, Delivered to external customers

Classification of services

Core, Service that delivers the basic outcomes desired by one or more customers.

Enabling, Service that is needed in order to deliver a core service., May or may not be visible to the customer, but they are not offered to customers in their own right.

Enhancing (optional), Service that is added to a core service to make it more attractive to the customer., Not essential to the delivery of a core service but are used to encourage customers to use the core services or to differentiate the service provider from its competitors


Service Package

Two or more services that have been combined to offer a solution to a specific type of customer need or to underpin specific business outcomes

Service Level Package (SLP)

Choice of utility and warranty offered to customers by a core service or service package.

Service Design Package (SDP)

Document(s) defining all aspects of an IT service and its requirements through each stage of its lifecycle

Important link between service design and service transition stages of lifecycle.

Service Acceptance Criteria (SAC)

Set of criteria used to ensure that an IT service meets its functionality and quality requirements and that the IT service provider is ready to operate the new IT service when it has been deployed.

Service Catalogue

Database or structured document with information about all live IT services, including those ready for deployment.

Contains information about two types of IT service., Supporting Services, An IT service that is not directly used by the business, but is required by the IT service provider to deliver customer-facing services., User-centered Services, An IT service that is visible to the customer.

Service Catalogue Management (SCM)

The process provides a single comprehensive source of information about all live IT services and ensures that information is available to all authorised to access it.

Service Portfolio

Best Practice


Standards - ISO/IEC 20000

Training and education

Internal and external experience


Industry practice, Sarbanes Oxley (SOX), Financial Services Authority (FSA)







Knowledge to achieve business objectives

Basic Definitions


A set of actions designed to achieve a particular result. Activities are usually defined as part of processes or plans, and are documented in procedures.

Availability Management

Process responsible for ensuring that IT services meet the current and future availability needs of the business in a cost-effective and timely manner.


Availability, Security principle that ensures an IT service or data are available when it is required.

Integrity, Security principle that ensures data and configuration items (CIs) are modified only by authorized personnel and activities. Integrity considers all possible causes of modification, including software and hardware failure, environmental events, and human intervention.

Confidentiality, Security principle that requires that data should only be accessed by authorized people.


Amount of money spent on an activity, IT service, or business unit., The costs includes actual costs (money), notional costs (such as people's time) and depreciation

Direct Costs

any costs that are incurred when delivering a single service to a particular customer. Direct costs are uniquely assigned to a business unit, customer or specific recipient

Fixed Costs

costs that do not vary with IT service usage – for example the cost of server hardware


A team or group of people and the tools or other resources they use to carry out one or more processes or activities – for example, the service desk.

Specialised units

Perform certain types of work

e.g. Service Desk


Ensures that policies and strategy are actually implemented, and that required processes are correctly followed. Governance includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified.

IT Governance

Provides leadership, defines organizational structures, defines processes. Ensures that IT of an organization supports strategies and objectives of that organization.

Indirect Costs

costs that are shared across multiple business units or shared across multiple services. Indirect costs can not be uniquely assigned to particular recipient

Market Space

All opportunities on the market that service provider should recognize and use to meet customers' business needs.

Net Present Value (NPV)

Technique used to help make decisions about capital expenditure (CAPEX).


Coordinated activities

Performance driven

Creates value for customers

Defines roles, activities, guidelines

RACI Model


Accountable, One person



Clarifies roles and responsibilities

Variants, RACI, Responsible, Assists, Consulted, Informed, RACI, Recommends, Approves, Consulted, Informed

Alternatives, RASCI, … Support, RACI-VS, … Verifier, Signatory, RACIO, … Omitted, DACI, RAPID®, Recommend, Agree, Perform, Input, Decide, Created by Bain & Company

Return on Investment (ROI)

Measurement of the expected benefit of an investment.


Facilitates outcomes without costs & risks

Uncertainty of outcome

Risk Management

Process responsible for identifying, assessing and controlling risks.


Responsibility within Process or Function.

Role is defined in a Process or Function.

One person or team may have multiple Roles.


Any person, group of people or organization affected by a process or associated with the process.

Variable Cost

costs that depend on how much an IT service is used, how many products are produced, the number and type of users, electricity or something else that cannot be fixed in advance


Access Manager

Account Manager

Applications Analyst/architect

Applications Manager/team-leader

Availability Manager

Build and test environment staff

Business Owner

Business Strategy Manager


CMS/tools Administrator

CSI Manager


CSI Reporting Analyst

Capacity Manager

Change Advisory Board (CAB)

Change Authority

Change Manager

Configuration Administrator/Librarian

Configuration Analyst

Configuration Control Board

Configuration Manager

Continuity Manager


Someone who buys goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets.

Internal Customer, A customer who works for the same business as the IT service provider. Provider and internal customers are parts of the same organisation.

External Customer, A customer who works for a different business from the IT service provider. Provider and external customer are separate units that belong to separate organizations.

Deployment staff

Early Life Support staff

Emergency Change Advisory Board (ECAB)

First line support

Generic Process Manager

(SS331, SD258, ST226, SO193, CSI132)

Responsible for the operational management of a process.

Generic Process Owner

(SS331, SD258, ST226, SO193, CSI131)

Defines Strategy, policy, standards

Assists with design




Input to CSI register

Process manager

Process practitioner

Generic Service Owner

(SS329, SD257, ST224, SO192, CSI130)

Accountable for ensuring that a process is fit for purpose.

Responsible for managing one or more services throughout their entire lifecycle.

Accountable for delivery of service


Prime customer contact

Ensures delivery meets requirements

Identify areas for input into CSI register / raise RFC's

Communication with Process Owners

Reporting & monitoring

IT Designer/Architect

IT Directorate

IT Facilities Manager

IT Operations Analyst

IT Operations Manager

IT Operator

IT Planner

IT Service Provider

A service provider that provides IT services to internal or external customers. Both internal IT department or an independent company.

IT Steering Group


Incident Manager

Knowledge Management process owner

Major Incident Team

Performance and Risk Evaluation Manager

Problem Management team

Problem Manager

Generic Process Practitioner

(SS331, SD259, ST226, SO194, CSI132)

Carrying out one or more process activities.

Product Manager

Release Packaging and Build Manager

Release and Deployment Manager

Role - a set of responsibilities, activities and authorities assigned to a person or team

Role is defined in a Process or Function

One person or team may have multiple roles

Second line support

Security Manager

Service Asset Manager

Service Catalogue Manager

Service Design Manager

Service Desk Analyst

Service Desk Manager

Service Desk Supervisor

Service Level Manager

Owner of service level management process.

Service Manager

Service Provider

An organization supplying services to one or more internal customers or external customers., Service Provider classification, Type I - Internal Service Provider, Type II - Shared Service Unit, Type III - Exteral Service Provider

Service Test Manager

Service Transition Manager

Service Transition planning and support

Shift Leader

Super users


A third party responsible for supplying goods or services that are required to deliver IT services like network and telecom services, hardware maintenance, datacentre services, hosting, collocation etc.

Supplier Manager

Technical Analyst/Architect

Technical Manager/team-leader

Technical Operator

Test Manager

Test Support team

Third line support


A person who uses the IT service on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT service directly.


Process - a structured set of activities designed to accomplish a specific objective

A process is measurable and performance driven

It may include any of the roles, responsibilities, tools and management controls required to reliably deliver the outputs

A process may define policies, standards, guidelines, activities and work instructions if they are needed

A process takes one or more defined inputs and turns them into defined outputs

A process exists to deliver a specific, identifiable and countable result

A process must meet expectations of all internal and external customers

Process characteristics

Measurable, Performance driven, Cost, quality, duration, productivity …

Specific Results, Delivery of a specific output/result, Individually identifiable and countable

Has stakeholders, Delivery of result to a customer or stakeholder, Meeting customers' expectations, Could be internal or external

Originating from a certain event, Traceable to a specific trigger, Responds to a specific event or is triggered at certain dates

Process Model

Control, Owner, Documentation, Objectives, Feedback

Process, Activities, Procedures, Metrics, Improvement, Roles, Process Owner, Process Manager, Process Practitioner

Enablers, Capabilities, Resources

IT services sourcing models


Using an internal service provider to manage IT services.


Using an external service provider to manage IT services.


Combination of insourcing and outsourcing. Other models.

Other models (selected)

Multi-sourcing, formal arrangement between to or more provider organisations to work together and support one large customer (consortium)

Business Process Outsourcing, entire business process outsourcing

Application Service Provision, providing computer based-services over a network

Knowledge Process Outsourcing, providing business and domain-based expertise

Service Level Management (SLM)

According to Sturm, Morris and JandeR, SLM is “The disciplined, proactive methodology and procedures used to ensure that adequate levels of service are delivered to all IT users in accordance with business priorities and at acceptable cost.”

Service Level Agreement (SLA)

Agreement between an IT service provider and a customer.

SLA types, Service based SLA, Agreement that covers one service for all the customers of that service., Customer based SLA, Agreement with the individual Customer group, covering all the services they use. More flexible, better adjusted to customer’s needs but more complicated., Multi-level SLA, Good for the largest organisations. The most complex, divided on levels:, Corporate level, Covering all the generic SLM issues appropriate to every customer throughout the organization., Customer level, Covering all SLM issues relevant to the particular customer group or business unit, regardless of the service being used., Service level, Covering all SLM issues relevant to specific service, in relation to a specific Customer group (one for each service covered by the SLA).

Example of SLA content, Agreement parties, Service description, Scope of the agreement, Service hours, Service availability, Reliability, Customer Support, Contact points and escalation, Service performance, Batch turnaround times, Functionalities, Change Management, Service Continuity, Security, Responsibilities, Charging, Service Reporting and reviewing, Glossary, Amendment sheet

Operational Level Agreement (OLA)

Agreement between an IT Service Provider and another part of the same organization.

Underpinning Contract (UC)

Contract between an IT Service Provider and a third party.

Service Level Requirement (SLR)

Customer requirement for an aspect of an IT service.

Service Level Target (SLT)

Commitment that is documented in a service level agreement.

SMART model

Acronym for helping to remember that targets in SLAs / OLAs and project plans should be

S - Specific.

M - Measurable.

A - Achievable.

R - Relevant.

T - Time bound.

ITIL® Official publications

ITIL 5 Core publications

ITIL Service Design 2011 Edition, ISBN-13: 978-0113313051, 456 pages,

ITIL Service Strategy 2011 Edition, ISBN-13: 978-0113313044, 469 pages,

ITIL Service Transition 2011 Edition, ISBN-13: 978-0113313068, 360 pages,

ITIL Service Operation 2011 Edition, ISBN-13: 978-0113313075, 384 pages,

ITIL Continual Service Improvement 2011 Edition, ISBN-13: 978-0113313082, 260 pages,

ITIL® Official resources

Copyright © AXELOS Limited.

ITIL® sample exams, available online

ITIL® Foundation,

ITIL® examination syllabus

ITIL® Foundation Syllabus,

ITIL® glossary



ITIL® White Papers (selected)

ITIL®: the basics,


Review of recent ITIL® studies,

Executive briefi ng: the benefi ts of ITIL®,

ITIL in a Recession,

ITIL® website

Service Lifecycle (5)

Additionally ITIL offers Complementary guidance which is a complementary set of official publications with guidance and best practices to different organizational types, operating models, technologies, architecture and industry sectors

ITIL is based on service lifecycle and consists of 5 core volumes

Publications are complementary to each other

Service Strategy

Defines perspective, position, plans and patterns that the service provider should execute to meet the business objectives of the organization

Establishes an overall Strategy for IT Services and for IT Service Management.

ISBN-13: 978-0113313044

ISBN-10: 0113313047

Key documents, Vision and mission statements, Strategies, strategic and tactical, plans and policies, Service requirements, Service charter, Service definitions, classification and visualization, Service models, Service packages, Option space, Cost model, Financial information and budgets, Business cases, Business impact analysis (BIA), Patterns of business activity (PBAs), User profiles (UPs), Stakeholder definitions

Key principles, Service management as a strategic asset, Internal and external customers, Internal and external services, Core, enabling and enhancing services, Value: Business outcomes, perceptions and preferences, Functionality (utility), performance (warranty) and price, Service packages, Sourcing strategy, Value networks

Service Strategy processes (5), Strategy management for IT services, Financial management for IT services, Function and process responsible for managing an IT service provider’s budgeting, accounting and charging requirements., Accounting, Budgeting, Charging, Demand management, Process responsible for understanding, anticipating and influencing customer demand for services., Service portfolio management, The process with all activities required to manage the Service Portfolio are defined., Business relationship management, The process responsible for maintaining a positive relationship with customers (business).

Service Strategy benefits, It helps to understand what the strategy is, It helps to clearly define the services and the customers who use these services, It helps to identify existing market opportunities and use them, It helps to predict and plan for the resources required to provide services, It helps to define the quality of services, It helps to determine the appropriate approach to improving services

Service Design

Contains the following elements: design of new or changed services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environment

ISBN-13: 978-0113313051

ISBN-10: 0113313055

Key principles, Five aspects of holistic service design:, Service solutions for new or changed services, Management information systems and tools, especially the service portfolio, Technology architectures and management architectures, Processes, Measurement methods and metrics, Balanced design:, Functionality, Resources, Schedule, IT service design vs. business change, The 4 Ps of service design:, People, Processes, Products (services,technology, tools), Partners (suppliers, vendors), Service oriented architecture, Design constraints, Service delivery options and strategies

Key documents, Service design policies and plans, Service acceptance criteria (SAC) and service level requirements (SLR), Service definitions, Service catalogues, Service design package (SDP), Solution designs, Architectures & standards, Processes, Measurement and metrics, Service level agreements (SLA), Contracts and operational level agreements (OLA), Service reports, Service improvement plan (SIP), Availability policy, plans, designcriteria, risk analysis and reports, Capacity policy, plans, workload analysis, forecasts and reports, Business and IT service continuity policy, strategy, plans, risk and business impact analysis and reports, Business and information security policy, strategy, plans, risk analysis, classification, controls and reports, Supplier and contracts policy, strategy, plans and reports, RACI matrix

Service Design processes (8), Service catalogue management, Availability management, Information security management, Service level management, Capacity management, Supplier management, IT service continuity management, Design coordination

Service Design benefits, Value to business of Service Design:, Reduces or optimises Total Costs of Ownership (TCO), Improved quality and consistency of services, Implementation of new or changed services is better prepared and easier, Improved service alignment, More effective service performance, Improved IT Governance, More effective service management and processes, Improved decision making, Service design should be understood as a set of operations by which the service is created based on business requirements as a product ready for deployment

Service Transition

Ensures that new, modified or retired services meet the expectation of the business as documented in the service strategy and service design stages of the lifecycle

ISBN-13: 978-0113313068

ISBN-10: 0113313063

Key documents, Service transition strategies, policies, plans and budgets, Service packages, Service design package (SDP), Service acceptance criteria (SAC), SLAs, contracts and agreements, Change and configuration management policy, plans and reports, Change models, Requests for changes (RFC) and change records, Change schedules and plans, CAB agenda & minutes, Configuration models, Configuration baselines, status reports and audit reports, Release policies, plans, notes, packages and documentation, Service quality policy, risk policy, test strategy, test models, test plans, test reports and known errors, Build plans and documentation, Evaluation plans & reports, Deployment plans and reports, Service transition report, Knowledge management strategy

Service Transition processes (7), Transition planning and support, Change management, Service asset and configuration management, Release and deployment management, Knowledge management, Service validation and testing, Change evaluation

Service Transition benefits, Ensures that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle, Ensures that all changes in IT services are planned, managed and implemented in a production environment, Ensures that the transition processes are streamlined, effective and efficient and the risks involved are minimized

Service Operation

Coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business, users and customers

Also manages the technology that is used to deliver and support services

ISBN-13: 978-0113313075

ISBN-10: 0113313071

Key principles, Monitor and control, Manage services, components and activities, Optimize, Report

Key documents, Service operation policies and plans, Operational requirements, Event management policy, plans and reports, Incident management policy, plans and reports, Incident models, Major incident procedure, Request fulfillment policy, plans and reports, Request models, Problem management policy, plans and reports, Problem models, Information security policy, plans, classification, controls and reports, Processes, Technical documentation, Operational procedures and instructions, Functional documentation, User guides

Functions (4), Service Desk, Technical Management, IT Operation Management, IT Operations Control, Facilities Management, Application Management

Service Operation processes (5), Request fulfillment, Access management, Event management, Incident management, Problem management

Service Operation benefits, Service operation also manages the technology that is used to deliver and support services, Through the service operation lifecycle stage the business directly sees and receives value from IT

Continual Service Improvement

Ensures that services are aligned with changing business needs by identifying and implementing improvement to IT services that supports business processes

ISBN-13: 978-0113313082

ISBN-10: 011331308X

Key principles, Deming Cycle, Plan, Do, Check, Act

Key documents, Continual service improvement policies and plans, Corporate and IT vision, mission, goals and objectives, Critical Success Factors (CSFs), Key Performance Indicators (KPIs) and metrics and achievements, Service level targets and achievements, Balanced scorecard, Service improvement plans (SIPs), Business cases, Reporting policies and rules, Reports and dashboards

Continual Service Improvement processes (1), Seven-step improvement process

Service Transition benefits, Identifies the business objectives and benefits of the improvements, Evaluate and improve the quality of services, the overall maturity of the IT service provider organization and defined processes, Mechanisms may be subject to continuous improvement services, processes, procedures, stages of life services (including CSI)

Interactive ITIL® Glossary

Interactive ITIL® Glossary

This freeware, non-commercial mind map (aligned with the newest version of ITIL®) was carefully hand crafted with passion and love for learning and constant improvement as well for promotion the standard and library ITIL® and as a learning tool for candidates wanting to gain ITIL® qualification. (please share and give feedback - your feedback and comments are my main motivation for further elaboration. THX!)

Questions / issues / errors? What do you think about my work? Your comments are highly appreciated. Please don't hesitate to contact me for :-) Mirosław Dąbrowski, Poland/Warsaw.


ITIL Qualification Scheme / ITIL Certification Roadmap

Selected benefits of using ITIL

Improving cooperation of IT – Business/Customer

Greater involvement of IT

IT as a partner, not the supplier

Improve resource utilization

Decrease rework

Improve upon project deliverables and time

Improve availability, reliability and security of mission critical IT services

Provide services that meet business, customer, and user demands

Integrate central processes

Document and communicate roles and responsibilities in service provision

Real World Benefits of using ITIL

Source: Pink Elephant – “The Benefits of ITIL® White Paper”, March 2006

Procter & Gamble, Started using ITIL in 1999 and has realized a 6% to 8% cut in operating costs. Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall savings of about $500 million.

Caterpillar, Embarked on a series of ITIL projects in 2000. After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.

Nationwide Insurance, Implementing key ITIL processes in 2001 led to a 40% reduction of its systems outages. The company estimates a $4.3 million ROI over the next three years.

Capital One, An ITIL program that began in 2001 resulted in a 30% reduction in systems crashes and software-distribution errors, and a 92% reduction in “business-critical” incidents by 2003.

4Ps model

4Ps Model: IT service management requires effective and efficient use of 4 areas:



Products, Services, technology and tools etc.

Partners, Suppliers, manufacturers and vendors etc.

RACI Model

Helps to clearly define roles and responsibilities for each activity in a process


The person or group responsible for completing a task


The individual ultimately held responsible for the task


The person or people whose opinions are sought


The person or people who are given updates on the task

Watch: Demystifying ITIL 2011 (by Julie L. Mohr)

Policies and Strategies (44)

SD access control policy

SD anti-virus policy

SD asset disposal policy

ST Asset Management policy

SD backup and recovery strategy,

SO Backup and Restore strategy

ST Change Management policy

CSI communication strategy

ST Communication Strategy

ST Configuration Management policy

CSI continual improvement strategy

SO cost strategy

SD delivery strategy

SD document classification policy

SD e-mail policy

SD environmental strategy

SD information classification policy

SD internet policy

SD IT Service Continuity Strategy

SD ITSCM policy

ST Knowledge Management strategy

SO Operations Strategy

SD password control policy

SD procurement and contract policy

ST release policy

SD remote access policy

CSI Reporting policy

ST retention policy

SD Risk Management Policy

SD Security Policy

SD security strategy.

ST Service Asset and Configuration Management strategy.

ST service quality policy

SO Service Strategy

ST Service Transition policy

SS sourcing strategy

ST Stakeholder management strategy

SD strategy for the acquisition and management of IT assets

SD Supplier and contracts strategy

SD supplier policy

SD supplier strategy

ST Test strategy

ST Transition strategy

SD virus policy