Itil

ITIL V3 PROCESS MODEL
®

SERVICE STRATEGY

Business Requirements (Utility)

Definition of Business Service Requirements

Long Term Business Objectives

Determination of Market Space, IT Policies and Strategies
Specification of Service Portfolio

ICE
LEVEL
AGRE
EMEN
TS
(SLA)

THE BUSINESS

Service Catalogue

Demand Management

SERV

Service Pipeline

Retired ServicesFinancial Management

EXTERNAL SUPPLIERS
CT

SERVICE OPERATION

CONTRA

Service Metrics Recommendations

FUNCTIONS

OPERA
TIONA
L
LEVEL
AGRE
EMEN
TS
(OLA)

Service Desk

CONTINUAL SERVICE IMPROVEMENT

Underpinning
Contracts (UC)

SERVICE DESIGN

Operations Management
- Operations Control

Service Level Management
- Service Catalogue Management

- FacilitiesManagement
Technical Management

- Supplier Management

Applications Management Lifecycle

PROCESSES

Development

Availability Management

Process &
Technical Metrics

Event Management

Process
Metrics
ACT

PLAN

CHECK

Incident Management

DO

Seven-Step Improvement Process

ITSCM
Capacity Management
Information Security Management

Deming Cycle & CSI ModelRequest Fulfilment
Problem Management
Access Management

Process Metrics

Alerts, Warnings (Integrated Tool)

SERVICE TRANSITION

SKMS

Change Management
CMIS

Service Asset and Configuration Management

AMIS
SCD

CHANGE ADVISORY BOARD

Knowledge Management
Service Transition Package
(Release)

Release and Deployment Management

Service Design Package (Warranty)Requests for Change Appraisal
Approval

CMS

Schedule
CMDB’s
KEDB

DML

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The swirl logo™ is a Trade Mark of the Office of Government Commerce.
© ILX Group plc. Designed by Mark Haddad, Matt Bovill and Glyn Davies.

Abbreviations:
SKMS – Service Knowledge Management SystemCMS – Configuration Management System
CMDB – Configuration Management Database
AMIS – Availability Management Information System

CMIS – Capacity Management Information System
KEDB – Known Error Database
SCD – Supplier Contract Database
ITSCM – IT Service Continuity Management

For further details please contact us at:

W: www.ilxgroup.com T: +44 (0)1270 611600
F: +44 (0)1270 628513 E:sales@ilxgroup.com
ILX Group plc. Registered in England & Wales No. 03525870.
Registered Office: One London Wall, London, EC2Y 5AB
ISBN 978-0-9544884-4-4 Published Nov 2007.

SERVICE STRATEGY MANAGER

Demand Management

Financial Management

SERVICE DESIGN MANAGER

Service Level Management

Service Catalogue Management

Supplier Management

Availability Management

ITService Continuity Management

Capacity Management

Information Security Management

Transition Planning and Support

Change Management

Release and Deployment Mgt

Service Validation and Testing

Evaluation

Knowledge Management

SERVICE OPERATION MANAGER

Service Desk

Operations Management

Technical Management

Applications Management

Event Management

IncidentManagement

Request Fulfilment

Problem Management

Access Management

CSI MANAGER

7 Step Improvement Process

Service Reporting

Service Measurement

ROI for CSI

Business Questions for CSI

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Develop and Maintain ITStrategy and Objectives

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Develop and Maintain Service Portfolio:
Service Pipeline; Retired Services

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