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

[email protected]
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
[email protected] - General Enquiries
Tel - +44 (0) 1270 611600

TM

25/07/2006 21:00:46

ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES

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A C C
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S S S
S S S
S S S
S S S
S S S
S S S

S C C C

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S
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S C C C
S C C C
S C C C

ITIL

To order further copies, please e-mail

[email protected]
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.

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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

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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

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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
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S S S
C C C
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C C S
C C C
C C C
C C C

DR1 DR2 DR3 DR4 DR5 DR6

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Change Testing

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IT SERVICE
CONTINUITY MANAGEMENT

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Change Building

Change Scheduling

Change Approval/Authorisation (CAB)

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R R R R R R R R R R
R R R R
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AM1 AM2 AM3 AM4

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ISBN: 978-0-9544884-2-0
Published July 2006.

ITIL map.indd 2

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Performing Service Outage Analysis

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R
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Implementing Risk Reduction Measures

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SM1 SM2 SM3 SM4 SM5 SM6 SM7 SM8 SM9

Performing Risk Assessment

AVAILABILITY MANAGER

R S S S S
S
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S
C
C C C
C
C C C
C
C C C

Instigating CSIP Actions

R
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C

Reporting Service Levels

S
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S
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Monitoring Service Levels

S
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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
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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

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AVAILABILITY
MANAGEMENT

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DOCUMENT / PRODUCT

RM8

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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

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Implementing Standby-Arrangements

RM6

FINANCIAL
MANAGEMENT

CP1 CP2 CP3 CP4

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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
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Charging

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C C

RM5

Accounting

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C C C

RM4

Budgeting

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RM3

FINANCIAL MANAGER

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C R
C C C C
C C C C

RM2

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Application Sizing

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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

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C C C C
R R R R

Demand Management

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RELEASE
MANAGEMENT

CHM1 CHM2 CHM3 CHM4 CHM5 CHM6 CHM7 CHM8 CHM9 CHM10 CHM11

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C C

Change Financial Assessment

PM6

Change Impact Assessment

PM5

Change Categorization

PM4

Change Logging & Filtering

PM3

Change Prioritization

PM2

CHANGE MANAGEMENT

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Recording Error Resolution

PM1

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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

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A R R S
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C C

PROBLEM MANAGER

Initial Classication & Support

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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

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C C C C A
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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:
[email protected]

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
[email protected] - General Enquiries
Tel - +44 (0) 1270 611600

TM

25/07/2006 21:01:04