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ITIL Framework by Mind Map: ITIL Framework
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ITIL Framework

Service Strategy

Process Objective: To decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. Its ultimate goal is to make the IT organization think and act in a strategic manner.

Strategy Management for IT Services

Process Objective: To assess the service provider's offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy has been defined, Strategy Management for IT Services is also responsible for ensuring the implementation of the strategy.

Sub-Processes, Strategic Service Assessment, Service Strategy Definition, Service Strategy Execution

Definitions, Business Planning Information, Service Strategy Plan, Strategic Action Plan, Strategic Service Assessment

Roles | Responsibility, Service Strategy Manager - Process Owner, IT Steering Group (ISG)

Service Portfolio Management

The objective of ITIL Service Portfolio Management is to manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.

Sub-Processes, Define and Analyze new or changed Services, Approve new or changed Services, Service Portfolio Review

Definitions, Change Proposal, Service Charter, Service Model, Service Portfolio, Service Portfolio Review Report

Roles | Responsibility, Service Portfolio Manager - Process Owner, IT Steering Group (ISG)

Financial Management for IT Services

Process Objective: To manage the service provider's budgeting, accounting and charging requirements.

Sub-Processes, Financial Management Support, Financial Planning, Financial Analysis and Reporting, Service Invoicing

Definitions, Budget Request, Budget Allocation, Cost Data for Service Provisioning, Financial Analysis, Financial Data Categories, Indirect Cost Allocation Table, Invoice, IT Budget

Roles | Responsibility, Financial Manager - Process Owner

Demand Management

Process Objective: To understand, anticipate and influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand.

Sub-Processes, No sub-processes are specified for ITIL Demand Management.

Definitions, Pattern of Business Activity (PBA)

Roles | Responsibility, Demand Manager - Process Owner

Business Relationship Management

Process Objective: To maintain a positive relationship with customers. Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.

Sub-Processes, Maintain Customer Relationships, Identify Service Requirements, Sign up Customers to Standard Services, Customer Satisfaction Survey, Handle Customer Complaints, Monitor Customer Complaints

Definition, Outline of Service Requirements, Complaints and Compliments, Complaints Log, Customer Portfolio, Customer Survey Questionaire, Desired Service Outcomes, Complaint Status Information

Role | Responsibility, Business Relationship Manager - Process Owner, Customer

Service Design

Process Objective: To design new IT services. The scope of the process includes the design of new services, as well as changes and improvements to existing ones.

Design Coordination

Process Objective: To coordinate all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.

Sub-Processes, Design Coordination Support, Service Design Planning, Service Design Coordination and Monitoring, Technical and Organizational Service Design, Service Design Review and RFC Submission

Definitions, Service Design Package (SDP), Service Design Policy

Roles | Responsibility, Service Design Manager - Process Owner

Service Catalog Management

Process Objective: To ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Catalogue Management provides vital information for all other Service Management processes: Service details, current status and the services' interdependencies.

Sub-Processes, No sub-processes are specified for Service Catalogue Management.

Definitions, Required Modifications to Service Catalogue, Service Catalogue

Roles | Responsibility, Service Catalogue Manager - Process Owner

Service Level Management

Process Objective: To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.

Sub-Processes, Service Level Monitoring and Reporting, Identification of Service Requirements, Agreements Sign-Off and Service Activation, Maintenance of the SLM Framework

Definitions, SLM Document Templates, Operational Level Agreement (OLA), Outline of Service Requirements, Service Acceptance Criteria (SAC), Service Level Agreement (SLA), Service Level Report, Service Level Requirements (SLR), Customer Agreement Portfolio

Roles | Responsibility, Service Level Manager - Process Owner, Service Owner

Risk Management

Process Objective: To identify, assess and control risks. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.

Sub-Processes, Risk Management Support, Business Impact and Risk Analysis, Assessment of Required Risk Mitigation, Risk Monitoring

Definitions, Business Impact and Risk Analysis, Process and Asset Valuation, Risk Management Policy, Risk Register

Roles | Responsibility, Risk Manager - Process Owner

Capacity Management

Process Objective: To ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.

Sub-Processes, Capacity Management Reporting, Service Capacity Management, Component Capacity Management, Business Capacity Management

Definitions, Capacity Management Information System, Capacity Plan, Capacity Report, Event Filtering and Correlation Rules

Roles | Responsibility, Capacity Manager - Process Owner

Availability Management

Process Objective: To define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed availability targets.

Sub-Processes, Design Services for Availability, Availability Testing, Availability Monitoring and Reporting

Definitions, Availability Design Guidelines, Availability Guidelines for the Service Desk, Availability Management Information System, Availability Plan, Availability / ITSCM / Security Testing Schedule, Availability Report, Event Filtering and Correlation Rules, Maintenance Plan/ SOP, Recovery Plan, Technical/ Administration Manual, Test Report

Roles | Responsibility, Availability Manager - Process Owner

IT Service Continuity Management

Process Objective: To manage risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.

Sub-Processes, ITSCM Support, Design Services for Continuity, ITSCM Training and Testing, ITSCM Review

Definitions, Availability / ITSCM / Security Testing Schedule, Disaster Recovery Invocation Guideline, Index of Disaster-Relevant Information, IT Service Continuity Report, IT Service Continuity Plan, IT Service Continuity Strategy, Recovery Plan, Test Report

Roles | Responsibility, IT Service Continuity Manager - Process Owner

Information Security Management

Process Objective: To ensure the confidentiality, integrity and availability of an organization's information, data and IT services. Information Security Management usually forms part of an organizational approach to security management which has a wider scope than the IT Service Provider.

Sub-Processes, Security Testing, Management of Security Incidents, Security Review

Definitions, Availability / ITSCM / Security Testing Schedule, Event Filtering and Correlation Rules, Information Security Policy, Information Security Report, Security Advisories, Security Alert, Security Management Information Systems (SMIS), Test Report, Underpinning Information Security Policy

Roles | Responsibility, Information Security Manager - Process Owner

Compliance Management

Process Objective: To ensure IT services, processes and systems comply with enterprise policies and legal requirements.

Sub-Processes, No sub-processes are specified for ITIL Compliance Management.

Definitions, Compliance Register, Compliance Review, Enterprise Policies and Regulations

Roles | Responsibility, Compliance Manager - Process Owner

Architecture Management

Process Objective: To define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.

Sub-Processes, No sub-processes are specified for ITIL Architecture Management.

Definitions, Application Framework, Change Request to Enterprise Architecture, Enterprise Architecture (EA)

Roles | Responsibility, Enterprise Architect - Process Owner

Supplier Management

Process Objective: To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.

Sub-Processes, Providing the Supplier Management Framework, Evaluation of new Suppliers and Contracts, Establishing new Suppliers and Contracts, Processing of Standard Orders, Supplier and Contract Review, Contract Renewal or Termination

Definitions, Purchase Order, Purchase Request, Standard Terms and Conditions, Supplier and Contract Management Information System (SCMIS), Supplier and Contract Review Meeting Minutes, Supplier Evaluation, Supplier Service Level Report, Supplier Strategy, Underpinning Contract (UC)

Roles | Responsibility, Supplier Manager - Process Owner

Service Transition

Process Objective: To build and deploy IT services. Service Transition also makes sure that changes to services and Service Management processes are carried out in a coordinated way.

Change Management

Process Objective: To control the lifecycle of all Changes. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT services.

Sub-Processes, Change Management Support, Assessment of Change Proposals, RFC Logging and Review, Assessment and Implementation of Emergency Changes, Change Assessment by the Change Manager, Change Assessment by the CAB, Change Scheduling and Build Authorization, Change Deployment Authorization, Minor Change Deployment, Post Implementation Review and Change Closure

Definitions, CAB Agenda Template, Change, Change Evaluation Report, Change Management Policy, Change Model, Change Proposal, Change Record, Change Schedule, Emergency Change, Projected Service Outage (PSO), Request for Change (RFC), RFC Template

Roles | Responsibility, Change Manager - Process Owner, Change Advisory Board (CAB), Emergency Change Advisory Board (ECAB)

Change Evaluation

Process Objective: To assess major Changes, like the introduction of a new service or a substantial change to an existing service, before those Changes are allowed to proceed to the next phase in their lifecycle.

Sub-Processes, Change Evaluation prior to Planning, Change Evaluation prior to Build, Change Evaluation prior to Deployment, Change Evaluation after Deployment

Definitions, Change Evaluation Report

Roles | Responsibility, Change Manager - Process Owner

Project Management

Process Objective: To plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates.

Sub-Processes, Project Initiation, Project Planning and Coordination, Project Control, Project Reporting and Communication

Definitions, Data for Project Plan Update, Project Charter, Project History Log, Project Plan (Service Transition Plan), Project Portfolio Status Report

Roles | Responsibility, Project Manager - Process Owner

Application Development

Process Objective: To make available applications and systems which provide the required functionality for IT services. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.

Sub-Processes, No sub-processes are specified for ITIL Application Development.

Definitions, User Manual, Technical/ Administration Manual

Roles | Responsibility, Application Developer - Process Owner

Release and Deployment Management

Process Objective: To plan, schedule and control the movement of releases to test and live environments. The primary goal of Release Management is to ensure that the integrity of the live environment is protected and that the correct components are released.

Sub-Processes, Release Management Support, Release Planning, Release Build, Release Deployment, Early Life Support, Release Closure

Definitions, Development Work Order, Installation Work Order, Release Policy, Release, Release Record, Release Unit

Roles | Responsibility, Release Manager - Process Owner

Service Validation and Testing

Process Objective: To ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.

Sub-Processes, Test Model Definition, Release Component Acquisition, Release Test, Service Acceptance Testing

Definitions, Development/ Installation QA Documentation, Test Model

Roles | Responsibility, Test Manager - Process Owner, Service User

Service Asset and Configuration Management

Process Objective: To maintain information about Configuration Items required to deliver an IT service, including their relationships.

Sub-Processes, Configuration Identification, Configuration Control, Configuration Verification and Audit

Definitions, Change Request to CMS Structure, CMS/ CMDB, CMS Change Policy, Configuration Audit Report, Configuration Item (CI), Definitive Media Library (DML)

Roles | Responsibility, Configuration Manager - Process Owner

Knowledge Management

Process Objective: To gather, analyze, store and share knowledge and information within an organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.

Sub-Processes, No sub-processes are specified for ITIL Knowledge Management.

Definitions, Service Knowledge Management System (SKMS)

Roles | Responsibility, Knowledge Manager - Process Owner

Service Operation

Process Objective: To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

Event Management

Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.

Sub-Processes, Maintenance of Event Monitoring Mechanisms and Rules, Event Filtering and 1st Level Correlation, 2nd Level Correlation and Response Selection, Event Review and Closure

Definitions, Event, Event Categorization Scheme, Event Filtering and Correlation Rules, Event Record, Event Trends and Patterns

Roles | Responsibility, IT Operations Manager - Process Owner, IT Operator

Incident Management

Process Objective: To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.

Sub-Processes, Incident Management Support, Incident Logging and Gategorization, Immediate Incident Resolution by 1st Level Support, Incident Resolution by 2nd Level Support, Handling of Major Incidents, Incident Monitoring and Escalation, Incident Closure and Evaluation, Pro-Active User Information, Incident Management Reporting

Definitions, Incident, Incident Escalation Rules, Incident Management Report, Incident Model, Incident Prioritization Guideline, Incident Record, Incident Status Information, Major Incident, Major Incident Review, Notification of Service Failure, Pro-Active User Information, Status Inquiry, Support Request, User Escalation, User FAQ

Roles | Responsibility, Incident Manager - Process Owner, 1st Level Support, 2nd Level Support, 3rd Level Support, Major Incident Team

Request Fulfilment

Process Objective: To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.

Sub-Processes, Request Fulfilment Support, Request Logging and Categorization, Request Model Execution, Request Monitoring and Escalation, Request Closure and Evaluation

Definitions, Request for Service, Service Request Model, Service Request Record, Service Request Status Information

Roles | Responsibility, Incident Manager - Process Owner, 1st Level Support, Service Request Fulfilment Group

Access Management

Process Objective: To grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially execute policies defined in Information Security Management. Access Management is sometimes also referred to as Rights Management or Identity Management.

Sub-Processes, Maintenance of Catalogue of User Roles and Access Profiles, Processing of User Access Requests

Definitions, Access Rights, Request for Access Rights, User Identity Record, User Identity Request, User Role, User Role Access Profile, User Role Requirements

Roles | Responsibility, Access Manager - Process Owner

Problem Management

Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.

Sub-Processes, Proactive Problem Identification, Problem Categorization and Prioritization, Problem Diagnosis and Resolution, Problem and Error Control, Problem Closure and Evaluation, Major Problem Review, Problem Management Reporting

Definitions, Known Error, Known Error Database (KEDB), Problem, Problem Management Report, Problem Record, Suggested new Know Error, Suggested new Problem, Suggested new Workaround, Workaround

Roles | Responsibility, Problem Manager - Process Owner

IT Operations Control

Process Objective: To monitor and control the IT services and their underlying infrastructure. The process IT Operations Control executes day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance.

Sub-Processes, No sub-processes are specified.

Definitions, No definitions are specified.

Roles | Responsibility, IT Operations Manager - Process Owner, IT Operator

Facillities Management

Process Objective: To manage the physical environment where the IT infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring.

No sub-processes are specified

No definitions are specified

Roles | Responsibility, Facilities Manager - Process Owner

Application Managment

Application Management is responsible for managing applications throughout their lifecycle.

No sub-processes are specified

Definitions, Skills Inventory

Roles | Responsibility, Applications Analyst - Process Owner

Technical Management

Technical Management provides technical expertise and support for the management of the IT infrastructure.

No sub-processes are specified

No definitions are specified

Roles | Responsibility, Technical Analyst - Process Owner

Continual Service Improvement (CSI)

Process Objective: To use methods from quality management in order to learn from past successes and failures. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.

Service Review

Process Objective: To review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible.

Sub-Processes, No sub-processes are specified

Definitions, Service Review Report, Suggested Service Improvement

Roles | Responsibility, CSI Manager - Process Owner

Process Evaluation

Process Objective: To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.

Sub-Processes, Process Management Support, Process Benchmarking, Process Maturity Assessment, Process Audit, Process Control and Review

Definitions, Change Request to Process Architecture, KPI Target Value, Process Architecture, Process Assessment Guideline, Process Design, Process Evaluation Program, Process Evaluation Report, Process Metric (KPI), Seven-Step Improvement Guideline, Suggested Process Improvement

Roles | Responsibility, Process Architect - Process Owner, Process Owner

Definition of CSI Initiatives

Process Objective: To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.

Sub-Processes, No sub-processes are specified

Definitions, CSI Register

Roles | Responsibility, CSI Manager - Process Owner

Monitoring of CSI Initiatives

Process Objective: To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.

Sub-Processes, No sub-processes are specified

Definitions, No definitions are specified

Roles | Responsibility, CSI Manager - Process Owner