Grafico Itil V3

ITIL® v3 – The big picture
Service Strategy
Determine Perspective Form a Position Craft a Plan Adopt Patterns of action

Strategy Generation
Define the market Develop the offerings Develop strategic assets Prepare for execution

Risk Management
Analyze risk Manage risk

Financial Management
Valuate Services Model demand Optimize Service Portfolio Optimize Service provisioning PlanAnalyze Service investments Account Comply Analyze Variable Cost Dynamics (VCD)

Key documents
Service objectives, strategies, policies & plans Service definition, classification & visualization Service Models Option Space Business Impact Analysis (BIA) Financial Plan Business Case Patterns of Business Activity (PBA) User Profiles (UP) Service Packages Service Level Packages (SLP)

ServiceKnowledge Management System (SKMS)

Market spaces (Internal and/or external)

Key principles
Service Lifecycle Value: Utility & warranty Service Assets: Resources & capabilities Systems, processes, roles, units and functions Service provider types Value networks

Service Portfolio Management
Define Analyze Approve Charter

Demand Management
Analyze and codify Patterns of Business Activity(PBA) Match User Profiles (UP) Develop Service Packages Define Service Level Packages

Presentation Layer

Knowledge Processing Layer

Information Integration Layer

Configuration Management System (CMS)

Customer segments

Service Design
Collect requirements Analyze Design Evaluate Procure and/or develop

Service Catalogue Management
Agree Service definition Agree contents Produceand maintain Service Catalogue Interface with stakeholders

Availability Management (Reactive and proactive)
Monitor, measure, analyze, report & review Investigate and instigate Assess and manage risk Implement countermeasures Plan and design Review and test

Information Security Management
Produce and maintain information security policy Implement security policy Assess and classifyinformation assets Implement and improve security controls Monitor and manage security breaches Reduce security breaches Perform reviews, audits and penetration tests

Key documents
Service Design policies and plans Service Acceptance Criteria (SAC) and Service Level Requirements (SLR) Service Design Package (SDP) Solution Designs Architectures & standards Service Level policy, plans and reports ServiceLevel Agreements (SLA) and Operational Level Agreements (OLA) Service Improvement Plan (SIP) Availability policy, plans, design criteria, risk analysis and reports Capacity policy, plans, forecasts and reports Business and IT Service continuity policy, strategy, plans, risk and business impact analysis & 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 Portfolio

Service Catalogue Business Service Catalogue Technical Service Catalogue

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Key principles Customers
Five design aspects Service Portfolio design Definition of requirements and design of Service solutions Technology and architectural design Process design Measurementdesign Service Oriented Architecture Business Service Management Service Design Models People, Processes, Products/Technology and Partners (the 4 Ps)

Service Level Management
Determine requirements and make SLAs Monitor & report Improve customer satisfaction Conduct service review Revise SLAs and underpinning agreements Develop relationships Maintain templates

Capacity Management (Business,service & component)
Review current capacity Improve capacity Assess, agree & document requirements Plan new capacity

IT Service Continuity Management
Initiate project Determine requirements and produce strategy Develop plans and implement strategy On going operation (Invoke the continuity plan)

Service Level Agreement

Operational Level Agreement

Business Units

Supplier...