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Information TechnologyInfrastructure Library (ITIL)
+$er$ie* Presentation
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Presentation +utline ITI Intro%ution
ITI ,ey -ene'its
ITI i'eyle Publiations ITI Ser$ie i'eyle . Proess Map
ITI i'eyle Proesses
ITI Implementation
ITI Quali'iation Sheme
/elate% ins
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ITI Intro%ution+ In the 10s the -ritish go$ernment approahe% the Central
Computer an% Teleommuniations #geny (CCT#) no* alle%the +''ie o' 3o$ernment Commere (+3C) to %e$elop an
approah 'or e''iient an% e''eti$e use o' IT resoures by-ritish publi setor organi4ations"
+ This resulte% in the %e$elopment o' the In'ormation TehnologyIn'rastruture ibrary (ITI5)"
+ ITI pro$i%e% a omprehensi$e set o' best praties 'or ITSer$ie management" It too into aount the mistaes that *erema%e in the 6, an% 7urope an% pro$i%es a olletion o' the best
praties obser$e% in the IT ser$ie in%ustry"
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ITI Intro%ution
(ontinue%)+ ITI5 $ersion 1 *as release% in the early 80s an% inlu%e%
a series o' 90 relate% boos that ser$e% as best pratiesmanuals"
+ In 2002 ITI $ersion 2 *as release%" ITI $2 inlu%e% eightpubliations *ith Ser$ie Support an% Ser$ie !eli$erypubliations being the most popular"
+
ITI Ser$ie Support an% Ser$ie !eli$ery *as onsi%ere%to be the ore o' ITI $2 an% employe% a proess:%ri$enapproah *hih an be sale% to 'it any si4e o' organi4ation"
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ITI Intro%ution
(ontinue%)+ In !eember 200; the +3C issue% notie o' an ITI
re'resh ommonly no*n as ITI $ersion
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ITI ,ey -ene'its+ Impro$e% >uality o' IT Ser$ies
+ Impro$e% user an% ustomer satis'ation
+ /e%ue% Total Cost o' +*nership (TC+)
+ Impro$e% IT go$ernane
+ 7nhane% image o' IT as a business partner
+ IT perei$e% as o''ering $alue to the organi4ation
+ Common an% onsistent language
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ITI i'eyle PubliationsCore best pratie gui%ane
Ser$ie Strategy
Ser$ie !esign
Ser$ie Transition
Ser$ie Support
Continual Ser$ie Impro$ement
7ah publiation pro$i%es gui%ane to impro$e theIT ser$ie pro$i%ers? apabilities an% resoures in
or%er to e''eti$ely an% e''iieny pro$i%e IT
ser$ies to the business users an% ustomers"
Aimed at:
@CI+@IT ea%ers@Consultants@Pratitioners
@Suppliers
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Ser$ie Strategy Pro$i%es gui%ane on ho* to %esign
%e$elop an% implement ser$iemanagement as a strategi asset"
Processes: Ser$ie Strategy IT Ainanial Management !eman% Management Ser$ie Port'olio Management
Key Concepts: Value reation 6tility an% *arranty Ser$ie assets (resoures an%
apabilities) Ser$ie pro$i%er types Competiti$e a%$antage
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Ser$ie !esign Pro$i%es gui%ane 'or the %esign an%
%e$elopment o' ne* or mo%i'ie% ser$iesan% their relate% ser$ie management
proesses"
Processes: Ser$ie Catalogue
Management Ser$ie e$el Management #$ailability Management Capaity Management In'ormation Seurity IT Ser$ie Continuity Supplier Management
Key Concepts: Ser$ie %esign mo%els Ai$e aspets o' ser$ie %esign Value o' ser$ie %esign !esign onstraints People proess pro%uts
partners Ser$ie !esign Paage (S!P)
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Ser$ie Transition Pro$i%es gui%ane 'or the %e$elopment
an% impro$ement o' apabilities 'ortransitioning ne* or hange% ser$ies into
operational en$ironment"
Processes: Transition Planning an%
Support Change Management /elease an% !eployment
Management Con'iguration Management Vali%ation an% Testing Ser$ie 7$aluation
,no*le%ge Management
Key Concepts:
Poliies 'or Ser$ie Transition
Managing ommuniations
Staehol%ers management 7''eti$e ontrols
V mo%el
!ata:In'ormation:,no*le%ge:
Bis%om (!I,B)
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Ser$ie +peration Pro$i%es gui%ane on ahie$ing e''iient
an% e''eti$e %ay:to:%ay %eli$ery an%support o' ser$ies to ustomers an%
business users"
Processes: Ini%ent Management Problem Management /e>uest Aul'illment #ess Management 7$ent Management
Functions: Ser$ie !es +peration Management #ppliation . Tehnial Support
Key Concepts:
Auntions
#hie$ing balane (stability
$s" responsi$eness reati$e $s"proati$e sta'' >uality $s" ost
IT ser$ies $s" tehnology
omponents)
+perational health
Communiation
!oumentation
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Continual Ser$ie Impro$ement Pro$i%es gui%ane 'or the ontinual
impro$ement (e''eti$eness an% e''iieny) o'
IT ser$ies in or%er to meet the hanging
business nee%s"
Processes: Continuous Ser$ie
Impro$ement Proess Ser$ie Measurement Ser$ie /eporting
Key Concepts:
Continual Ser$ie Impro$ement
(CSI)
+rgani4ational hange
Metris an% measurement
Critial Suess Aators (CSA)
CSI poliies an% proe%ures
Quality management
Se$en:step impro$ement
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ITI Ser$ie i'eyle . Proesses Map
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ITI i'eyle Proesses Service Strategy Ser$ie Strategy Proess
IT Ainanial Management Proess
Ser$ie Port'olio Management Proess
!eman% Management Proess
Service Design Ser$ie Catalogue Management Proess Ser$ie e$el Management Proess
#$ailability Management Proess
Capaity Management Proess
In'ormation Seurity Proess
IT Ser$ie Continuity Proess
Supplier Management Proess
Service Transition Transition Planning an% Support Proess
Change Management Proess
Con'iguration Management Proess
/elease an% !eployment Management Proess
Vali%ation an% Testing Management Proess
Ser$ie 7$aluation Proess
,no*le%ge Management Proess
Service Support Ini%ent Management Proess
Problem Management Proess
/e>uest Aul'illment Management Proess
#ess /e>uest Management Proess
7$ent Management Proess
Continual Service Improvement Continual Ser$ie Impro$ement Proess
Ser$ie Measurement
Ser$ie /eporting
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
!eman% ManagementValue to Business@Impro$e% a$ailability o' IT ser$ies@/e%ue% ost (by better managing %eman% an% supply)@Impro$e% $alue to business (in terms o' utility an%
*arranty)
!e'ine Poliy
#ssoiate 6ser Pro'iles (6P)
#naly4e an% Co%i'y Patterns o' -usiness #ti$ity
(P-#)
!e$elop Ser$ie Paage (SP) 'or Core an%
Supporting Ser$ies
/e$ie* an% #ppro$e SP
PurposeThe purposes o' %eman% management are to
pre%it patterns o' business ati$ity (P-#)
%uring the business li'eyle align ser$ie
apaity re>uirements (supply) *ith P-#
(%eman%) an% %eli$er IT ser$ies that meet the
ustomer nee% (utility an% *arranty) at the
right ost an% time"
Output
@ Patterns o' -usiness
#ti$ity (P-#)@ Ser$ie Paages (Core
Ser$ie Supporting
Ser$ies Ser$ie e$el
Paages)
@ 6ser Pro'iles
@ 6p%ate% Capaity Plan
Input
@ -usiness Proesses
@ -usiness StrategyPlans@ Capaity Plan
@ Ser$ie Port'olio
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
IT Ainanial ManagementValue to Business@Impro$e% 'inanial $isibility an% aountability@Compliane to go$ernment an% regulatory re>uirements@-etter %eision maing %ue to the transpareny o' the
$alue o' IT
!e'ine Poliy
Per'orm IT Ainanial Planning
!e'ine IT Ainanial Management Poliy
Prepare #nnual -u%get
Perio%i -u%get /e$ie*
#ounting
PurposeThe purposes o' IT 'inanial management are
to assist the IT organi4ation *ith 'inanial
planning bu%geting aounting an% harging
re>uirements an% to ensure that the right
'inaning is obtaine% 'or the %eli$ery an%
purhase o' IT ser$ies"
Output
@ IT Ainanial
Management Poliy@ IT Ainanial Plan
@ IT -u%get
@ /e$ie*e% -u%get
@ -alane Sheet
@ Closure /eport
@ -illing /eport
Input
@ -usiness Strategy an%
Plans@ +rgani4ation?s
#ounting Poliies
@ Ser$ie Port'olio
Charging
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
Ser$ie Port'olio ManagementValue to Business@MaDimi4e business $alue@Minimi4e ost an% riss@-etter management o' resoures an% apabilities@Impro$e% %eision maing (in terms o' in$estments)
!e'ine Poliy
#naly4e
!e'ine
#ppro$e
Charter
/e$ie*
PurposeThe purpose o' ser$ie port'olio management
is to manage the entire li'eyle o' IT ser$ies
an% %esribe IT ser$ies in terms o' business
$alue (maDimi4e returns at aeptable ris an%
ost)"
Output
@ Ser$ie Port'olio Poliy
@Ser$ie Port'olio
@ -usiness Case
@ 6p%ate% CMS
@ 6p%ate% Ser$ie
Catalogue
@ #ppro$e% -u%get
@ Ser$ie Impro$ement
an% /eommen%ations
Input
@ -usiness Strategyplans
@CMS
@ IT Ainanial
Management Proess
@ !eman% Management
Proess
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
Ser$ie Strategy
Value to Business@Cost e''eti$e an% e''iient IT ser$ies@-usiness gets eDatly *hat it nee%s@Stan%ar%i4e% $alue reation proess
!e'ine Poliy
I%enti'y IT Ser$ie Port'olio
!e'ine the Maret (6n%erstan% the +pportunity)
!e$elop +''erings (IT ser$ies)
!e$elop Strategi #ssets
I%enti'y Initiati$es an% !e$elop Plans
PurposeThe purpose o' ser$ie strategy is to %esign
%e$elop an% implement ser$ie management
as a strategi asset an% to o''er %istinti$e
ser$ies to the business"
Output
@ IT Pro$i%er
+pportunities
@ 6p%ate% Ser$ie
Port'olio
@ IT Ser$ie +''erings
@ Ser$ie Strategy
@ IT Plans
@ an% /eommen%ations
Input
@ -usiness Strategy
@-usiness #ssets
@ Ser$ie Port'olio
@ IT #ssets
@ CMS
@ Ser$ie Catalogue
@ S#
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
#$ailability Management
Value to Business@Eigher a$ailability o' IT ser$ies@Impro$e% ustomer satis'ation@/e%ue% o$erall IT operational ost@7nhane% organi4ational image
!e'ine Poliy
!esign 'or #$ailability
!etermine #$ailability /e>uirement
!e$elop #$ailability Plan
Implement #$ailability
#$ailability Ini%ent Management
#$ailability /eporting
PurposeThe purpose o' a$ailability management is to
ensure that IT ser$ies are %esigne% an%
%eli$ere% to meet agree% ser$ie le$els (IT:
-usiness S#) in the most e''eti$e an%
e''iient manner"
Output
@ #$ailability /e>uirement
@#$ailability an%
/eo$ery !esign
@ #$ailability Plan
@ #$ailability /eports
@ 6p%ate% S#
Input
@ -usiness /e>uirements
@Ser$ie Catalog
@ Eistorial #$ailability
/eports
@ S#
@ CM!-
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
Capaity Management
Value to Business@Minimi4e ost by optimi4ing IT ser$ies an% IT
in'rastruture omponents"@7''iiently support the urrent an% 'uture apaity
re>uirements o' the business"@Impro$e business an% ustomer satis'ation"
!e'ine Poliy
Ser$ies Capaity Management
-usiness Capaity Management
Component Capaity Management
Monitor Tune an% Implement
6p%ate Capaity Management In'ormation
Systems (CMIS)
PurposeThe purpose o' apaity management is to
optimi4e IT ser$ies an% support IT
in'rastruture omponents in or%er to %eli$er
the urrent an% 'uture apaity re>uirements o'
the businessF *ithin re>uire% ser$ie le$els in
a ost:e''eti$e an% timely manner"
Output
@ Capaity Plan
@CMIS
@ Ser$ie Capaity
Per'ormane an%
Aoreasting /eports
@ Tuning an%
Impro$ement /eports
Input
@ -usiness Strategy .
Plans
@ Ser$ie Paage
@ -usiness /e>uirements
@ 7Disting Capaity
Per'ormane an%
6tili4ation /eports
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
In'ormation Seurity Management
Value to Business@Aul'ill legal an% regulatory re>uirements@Protet organi4ational assets@In'ormation seurity a*areness@Minimi4e losses 'rom seurity ini%ents
!e'ine Poliy
!e'ine /is #ssessment Metho%ology
!e'ine In'ormation Seurity Poliy
I%enti'y #ssets an% Per'orm /is #ssessment
Prepare /is Treatment Plan an% Implement
Seurity Controls
Training an% #*areness
PurposeThe purposes o' in'ormation seurity
management are to e''eti$ely manage all
aspets o' in'ormation seurity an% to ensure
that in'ormation seurity poliy satis'ies
o$erall in'ormation seurity re>uirements
relate% to all ser$ies an% ser$ie management
ati$ities"
Output
@ In'ormation Seurity
Poliy an% Sub:Poliies
@ #sset /egistry
@ /is #ssessment /eport
@ Seurity Controls ist
@ /is Treatment Plan
@ Training an% #*areness
Plan
Input
@ -usiness /e>uirements
@IT Strategy
@ egal an% /egulatory
/e>uirements
Seurity Ini%ent Management
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
IT Ser$ie Continuity Management
Value to Business@Continue business operations in the e$ent o' a %isaster"@Aul'ill regulatory an% ompliane re>uirements"@Pro$i%e seure ser$ies to the publi"
!e'ine Poliy
Per'orm -usiness Impat #nalysis
!e'ine ITSCM Poliy
Per'orm /is #ssessment
!e$elop ITSCM Strategy an% Plan
Training an% #*areness
PurposeThe purpose o' IT ser$ie ontinuity
management (ITSCM) is to support the
organi4ation?s o$erall business ontinuity
management by ensuring that the re>uire% IT
ser$ies an be restore% *ithin the agree% time
limits an% ser$ie le$els a'ter a %isaster"
Output
@ ITSCM Poliy
@-I# /eport
@ /is #ssessment /eport
@ /eo$ery Plan
@ ITSCM Strategy . Plans
@ Test Plan an% Test
/esults
@ Training an% #*areness
Plan
Input
@ -usiness /e>uirements
@-usiness +bGeti$es
@ egal an% /egulatory
/e>uirement
@ +rgani4ational Poliies
Monitor an% Impro$e
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
Ser$ie Catalogue Management
Value to Business@Pro$i%es the 'oun%ation 'or business H IT alignment"@Impro$e% $isibility o' the $alue IT pro$i%es to business@Eelps set ommon eDpetation 'or IT an% business@-etter planning an% alloation o' resoures
!e'ine Poliy
!esign Ser$ie Catalog Struture
!e'ine Ser$ie (Ser$ie !e'inition)
Collet Ser$ie !etails
Populate Ser$ie Catalogue
Vali%ate an% #ppro$e
PurposeThe purpose o' ser$ie atalogue management
is to %e'ine pro%ue an% maintain a single
soure o' aurate in'ormation on all ser$ies
%eli$ere% by IT to its ustomers"
Output
@ Ser$ie !e'inition
@-usiness Ser$ie
Catalogue
@ Tehnial Ser$ie
Catalogue
Input
@ -usiness Plans
@-usiness Proesses
@ -I#
@ IT Plans
@ IT -u%gets
@ Ser$ie Port'olio
Communiate Ser$ie Catalogue
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
Ser$ie e$el Management
Value to Business@Pro$i%es a single point o' ontat to the business 'or all
ser$ie:relate% issues@Pro$i%es the business *ith measurable ser$ie targets@Impro$es IT an% business relationship
!e'ine Poliy
!esign S# Struture
!e'ine SM Poliy
I%enti'y S/
&egotiate +# an% 6C
&egotiate S#
PurposeThe purposes o' ser$ie le$el management are
to ensure that urrent an% 'uture IT ser$ies
nee%e% by the business are un%erstoo%
%esigne% an% %eli$ere% *ith the agree% ser$ie
le$els an% that ser$ie per'ormane is
monitore% measure% reporte% an%
ontinuously impro$e%"
Output
@ SM Poliy
@S/
@ /e$ise% 6C
@ +#
@ S#
@ Ser$ie /eports
@ Ser$ie Impro$ement
Plan
Input
@ Ser$ie Catalogue
@-usiness /e>uirements
@ Current Per'ormane
e$els
@ Ini%ent Management
@ Problem Management
@ ITSM Proesses
@ Customer Satis'ation
@ Customer omplaints
Con%ut Ser$ie /e$ie*s
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
Supplier Management
Value to Business@IT ser$ies aligne% (through supplier ontrats) to
business nee%s@-etter $alue 'or money 'rom suppliers@Eigher >uality o' IT Ser$ies@/e%ue% o$erall IT operational ost
!e'ine Poliy
7$aluate &e* Suppliers an% Contrats
!e$elop Supplier Poliy
7stablish &e* Suppliers an% Contrats
Supplier an% Contrat Per'ormane Management
!ispute Management
PurposeThe purpose o' supplier management is to
ensure that the suppliers an% the ser$ies they
pro$i%e meet the nee%s o' the business"
Output
@ Supplier Poliy
@/AP
@ Contrat !oument
@ 7$aluation /eport
@ SC!
@ Supplier Per'ormane
/eport
@ !ispute Closure /eport
@ Termination /eport
Input
@ -usiness /e>uirements
@Compliane
/e>uirements
@ Supplier list
@ Supplier Per'ormane
reports
@ !isagreement /e>uest
@ 7$aluation Template
/ene* or Terminate Contrats
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Key Activities
Ser$ie #sset . Con'ig" Management
Value to Business@Pro$i%e aurate in'ormation on IT assets an% ost (ost
o' o*nership)@Impro$e% au%it legal an% regulatory ompliane@Quier resolution o' ini%ents an% problems as a result o'
aurate an% timely in'ormation@Minimi4e ris by assisting hange management to
aurately assess the impat o' hanges
!e'ine Poliy
!e$elop S#CM Plan
!e'ine S#CM Poliy
!esign -uil% an% -aseline Con'igurationManagement System (CMS)
Con'iguration Control
Per'orm Con'iguration #u%it
PurposeThe purposes o' ser$ie asset an%
on'iguration management (S#CM) are to
maintain up:to:%ate in'ormation on IT ser$ies
an% IT in'rastruture omponents in the 'orm
o' CIs an% to pro$i%e aurate in'ormation an%
%oumentation to support the business an% IT
ser$ies management proesses"
Output
@ S#CM Poliy
@S#CM Plan
@ CMS
@ CM!-
@ !M
@ !e'initi$e Spares
@ Status #ounting
/eport
@ #u%it /eport
Input
@ /AC (a%% %elete or
mo%i'y CI)
@ -usiness /e>uirements
@ 7Disting +rgani4ational
#ssets
@ egal an% regulatory
re>uirements
Con%ut Status #ounting
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Key Activities
Change Management
Value to Business@7nsure that hanges meet business obGeti$es"@!eploy hanges in a timely manner"@Minimi4e ser$ie %isruption %ue to 'aile% hanges"@7''iiently han%le high $olumes o' hange"
!e'ine Poliy
7$aluate an% #ppro$e
/eor% an% /e$ie*
-uil% Test /elease an% !eploy
Planning an% She%uling
Close%
PurposeThe purpose o' hange management is to
manage the proess o' hange suh that
hanges are ontrolle% ris an% impat on
ser$ie >uality minimi4e% an% hange is
implemente% suess'ully on the 'irst attempt"
Output
@ #uthori4e% hanges
@ /eGete% /AC /eport
@ She%ule o' Change
@ ProGete% Ser$ie
+utage
@ 7mergeny Change
/eport
@ Post:implementation
/e$ie* /eport
@ Management /eports
Input
@ -usiness Proposal
!oument
@ /AC
@ CM!-
@ C#- 3ui%elines
@ /elease Plan
@ Test Plan
@ Test Cases
@ Test /eport
Con%ut Post Implementation /e$ie* (PI/)
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Key Activities
,no*le%ge Management
Value to Business@Impro$e% >uality o' management %eision maing@-etter un%erstan%ing o' riss an% impat to business
proesses an% IT ser$ies@Impro$e% >uality o' ser$ie@Inrease% ustomerbusiness satis'ation
!e'ine Poliy
!e'ine ,no*le%ge Trans'er /e>uirement
!e'ine ,no*le%ge Management (,M) Strategy
!e'ine !ata an% In'ormation /e>uirement an%#rhiteture
!esign an% !e$elop ,M !atabase (S,MS)
!e'ine ,M Proe%ures an% Controls
PurposeThe purpose o' no*le%ge management is to
ensure that reliable in'ormation is a$ailable at
the right plae at the right time *ith the right
people so that in'orme% management %eisions
an be ma%e"
Output
@ ,no*le%ge Management
Strategy
@ ,no*le%ge Trans'er
Plan
@ !ata an% In'ormation
/e>uirement
@ Ser$ie ,no*le%ge
Management System
@ Proe%ures an% Controls
Input
@ Internal Poliies
@ -usiness
Strategy!ri$ers
@ egal an% /egulatory
/e>uirements
@ Con'iguration
Management System
Implement ,M Proe%ures an% Controls
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Key Activities
/elease . !eployment Management
Value to Business@Implemente% hanges on time at the right ost an% >uality@Impro$e% IT ser$ie a$ailability an% reliability@Minimum impatris on business ser$ies
!e'ine Poliy
-uil% /elease
!e'ine /elease Poliy an% /elease Plan
Per'orm #eptane an% Pilot Testing
Plan an% Prepare 'or !eployment
!eploy /elease
PurposeThe purpose o' release an% %eployment
management is to plan paage buil%
$ali%ate an% %eploy so't*are an% har%*are
into the pro%ution en$ironment *ith minimum
impat on business ser$ies"
Output
@ /elease poliy
@ /elease plan
@ #ppro$e% hange
implemente% in the
pro%ution en$ironment
@ !eployment Status
/eport
@ essons learne%
@ Proe%ures an% Controls
Input
@ /AC
@ S!P
@ S#C
@ Test Plan
7arly i'e Cyle Support (7S)
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Key Activities
Ser$ie 7$aluation Management
Value to Business@Impro$e% ustomer satis'ation@Minimi4e% ris to business ser$ies@-etter ser$ie per'ormane
!e'ine Poliy
7$aluate Pre%ite% Per'ormane
Plan Ser$ie 7$aluation
/is #ssessment an% Mitigation
7$aluate #tual Per'ormane
Compare #tual $s" Pre%ite% Per'ormane
PurposeThe purpose o' ser$ie e$aluation management
is to assess the per'ormane (atual against
pre%ite%) o' a ne* or hange% ser$ie in or%er
to pro$i%e aurate in'ormation to the hange
managerhange a%$isory boar% in or%er that
%eisions an be >uily ma%e regar%ing
*hether or not to proee% *ith a ne* orhange% ser$ie"
Output
@ Ser$ie 7$aluation Plan
@ /is #ssessment /eport
@ /is Mitigation Plan
@ /esi%ual /is /eport
@ Interim 7$aluation
/eport
@ !e$iation /eport
@ Ser$ie 7$aluation
/eport
Input
@ /e>uest Aor Change
@ Ser$ie !esign Paage
@ Ser$ie #eptane
Criteria
@ Test Plan
@ /elease Plan
Pro%ue 7$aluation /eport
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
Vali%ation . Testing Management
Value to Business@-etter >uality o' IT ser$ies@Eigher a$ailability o' IT ser$ies@Minimi4e% %isruption to business ser$ies %ue to 'aile%
hanges"@Impro$e% ustomer satis'ation
!e'ine Poliy
!e'ine Vali%ation an% Testing Strategy
!e'ine Vali%ation an% Test (V.T) Poliy
Plan an% !esign Testing
Veri'y Test Plan an% Test Cases
7Deute an% Manage Testing
PurposeThe purposes o' $ali%ation an% testing
management are to plan an% eDeute testing
ati$ities in or%er to minimi4e ris an% impat
on the business ser$ies an% to pro$i%e
on'i%ene that the ne* or mo%i'ie% ser$ie is
'it 'or use (utility) an% 'it 'or purpose
(*arranty) be'ore %eployment"
Output
@ Vali%ation an% Testing
Poliy . Strategy
@ Test Plan
@ Test Cases
@ !e'ets !atabaseog
@ Test /eor%s
@ Test og
@ Test /eports
@ Test sign o''
Input
@ -usiness /e>uirement
@ /egulatory /e>uirement
@ S!C Poliy
@ Ser$ie !esign Paage
@ Vali%ation . Testing
-est Praties
@ /AC
Manage !e'ets
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Key Activities
#ess Management
Value to Business@7''eti$ely maintain on'i%entiality@Quily grantre$oe aess to'rom ser$ies@#ommo%ate higher $olumes o' aess re>uests
!e'ine Poliy
Veri'y an% #ppro$e
/eor%
3rant
&oti'y
Monitor
PurposeThe purpose o' aess management is to ensure
that authori4e% users are grante% aess to the
ser$ie an% that unauthori4e% users are
pre$ente% 'rom aessing the ser$ie"
Output
@ #ess /e>uest
og!atabase
@ #ess /e>uest Status
&oti'iation
@ Status /eport
Input
@ #ess /e>uest
@ In'ormation Seurity
Poliy
/ene*
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
7$ent Management
Value to Business@6ser an% business satis'ation@Minimi4e interruption to business ser$ies@-etter IT resoures utili4ation
!e'ine Poliy
!etet an% &oti'y
!e'ine Poliy
Ailter an% Categori4e
og
Trigger /esponse
PurposeThe purpose o' e$ent management is to %etet
'ilter log an% respon% to e$ents in a timely
manner"
Output
@ 7$ent Management
Poliy
@ 7$ent og
@ Ini%ent or Problem
Tiet
@ /e>uest 'or Change
@ 7$ent /esponse
@ Management /eports
Input
@ 7$ent (+urrene)
/e$ie* an% Close
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Key Activities
Ini%ent Management
Value to Business@Inrease% a$ailability o' business ser$ies@/e%ue% impat on the business operations@Timely resolution o' ini%ents@6serbusiness satis'ation
!e'ine Poliy
Prioriti4e
/eor% an% Classi'y
Initial in$estigation an% !iagnosis
In$estigate an% !iagnose
/esol$e /eo$er an% Close
PurposeThe purpose o' ini%ent management is to
restore normal ser$ie operations as soon as
possible an% to minimi4e a%$erse impat on
business operations"
Output
@ Ini%ent og!atabase
@ Temporary Solution
Boraroun%
@ /e>uest 'or hange
@ Problem /eport
@ Per'ormane /eports
Input
@ Ini%ent (ourrene)
@ S#
@ CMS
@ ,no*n 7rror !atabase
@ !e'ets !atabase
Monitor Measure an% /eport
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system or transmitte% in any 'orm or by any means eletroni or other*ise*ithout *ritten permission
Key Activities
Problem Management
Value to Business@Impro$e% a$ailability o' IT ser$ies@/e%ue% operational ost an% ris@Impro$e% pro%uti$ity o' business an% IT sta''
!e'ine Poliy
Classi'y an% Prioriti4e
I%enti'y an% /eor%
In$estigate an% !iagnose
In$estigate Solution (Boraroun% or Permanent)
6p%ate ,7!-
PurposeThe purpose o' problem management is to
a$oi% the re:ourrene o' ini%ents an% to
minimi4e the impat o' ini%ents that annot be
pre$ente%"
Output
@ Problem
@ ,no*n 7rror
@ Boraroun% Solutions
@ Permanent Solutions
@ /oot Cause /eport
@ ,7!-
@ Management reports
@ PI/ /eport
Input
@ Ini%ent
@ 7$ents
@ CMS
Post Implementation /e$ie*
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Key Activities
/e>uest Aul'illment Management
Value to Business@-etter utili4e% IT resoures@/e%ue% osts o' o*nership@Impro$e% ser$ie >uality@Impro$e% business operations@6serbusiness satis'ation
!e'ine Poliy
#ppro$e
/eor%
Aul'ill
Close
Monitor an% Tra
PurposeThe purpose o' re>uest 'ul'illment management
is to han%le 're>uent lo*:ost lo*:ris ser$ie
re>uests (planne% e$ents) that are reei$e% by
the IT %epartment"
Output
@ Ser$ie /e>uest
og!atabase
@ Per'ormane /eports
Input
@ Ser$ie /e>uest
@ S#
/eport
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Key Activities
Continual Ser$ie Impro$ement
Value to Business@-etter business an% IT alignment@Impro$e% a$ailability o' IT ser$ies@Impro$e% >uality o' business ser$ies@/e%ue% Total Cost o' +*nership (TC+)
!e'ine Poliy
I%enti'y Impro$ement +pportunities
!e'ine CSI Poliy
7stablish Ser$ie e$el -aselines
Prepare Ser$ie Impro$ement Plan
Con%ut Ser$ie /e$ie*s
Ser$ie /eporting
PurposeThe purpose o' Continual Ser$ie
Impro$ement (CSI) is to ontinually align IT
ser$ies to the hanging business nee%s in
or%er to impro$e the o$erall >uality %eli$ery
an% $alue o' IT ser$ies"
Output
@ Continual Ser$ie
Impro$ement Poliy
@ Impro$ement+pportunities
@ Ser$ie Impro$ement
Plan
@ Ser$ie /eports
Input
@ -usiness &ee%s
@ Corporate Vision an%
Mission
@ egal an% /egulatory
/e>uirements
@ Ser$ie e$el
/e>uirement
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ITI Implementation
PLAN
CHECK
ACT
DO
Initiate and PlanInitiate and Plan
@-usiness Case@Management Commitment@Aorm Team@ProGet Charter@ProGet Plan
@I%enti'y Se>uene o' Tass@#ppro$als@ProGet ,i:+''
ClosureClosure
@7$aluate /esults@Eonor Team@Plan Ser$ie Impro$ement@Trans'er +*nership@ProGet Closure
Process ImprovementProcess Improvement
Project ManagementProject Management
MethodologyMethodology
,-ase% on the .Plan !o Che/ #t
Proess Impro$ement i'eyle an%
Con'orms to Proet Management -est
Praties
!ecute" #onitor $ Control!ecute" #onitor $ Control
Proess !e'inition@Borshops@Ainali4e Tass@3#P #nalysis
Proess !eployment@3ui%e an% Mentor@Status /eporting
AuditAudit
@#u%it Planning@Con%uting #u%it
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Critial Suess Aators
+ Management ommitment
+ Aun%ing an% resoures
+ !e%iate% proess o*ners
+ Planning 'or ultural hange
+ &ot %oing too muh at one
+ 6n%erstan%ing ey business %ri$ers
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ITI Quali'iation Sheme
ITI Aoun%ation 'or Ser$ie Management
Managing #ross the i'eyle
ITI 7Dpert
i'eyle Mo%ules Capability Mo%ules
ITI Master
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ITI Quali'iation Sheme(ontinue%)
Foundation %evel The entry le$el 'or the sheme is the ITI Aoun%ation in IT
Ser$ie Management" The 'oun%ation erti'iation is a
re>uirement 'or eligibility to tae 'urther erti'iations"
Intermediate %evel The ITI Interme%iate e$el allo*s an%i%ates to selet
spei'i interme%iate erti'iations *hih are o' interest to
them base% on their o*n in%i$i%ual nee%s" The interme%iate le$el pro$i%es t*o mo%ules
Ser$ie i'eyle Mo%ule Ser$ie Capability Mo%ule
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ITI Quali'iation Sheme(ontinue%)
ITI% !pert Certi&icate The ITI 7Dpert Certi'iate is a*ar%e% to an%i%ates
in reognition o' their ahie$ement o' pre$ious le$els
o' ITI >uali'iation ahie$ements"
ITI% #aster 'uali&ication The 'inal le$el o' the sheme the ITI Master
Quali'iation is the highest >uali'iation a$ailable
*ithin the program"
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/elate% ins
+ +''ie o' 3o$ernment Commere (+3C) in 6,+ ***"og"go$"u
+ ITI +nline (6,)+ ***"ITI"o"u
+ itSMA IT Ser$ie Management Aorum+ ***"itsm'"om(6S)
+ ***"itsm'"o"u(6,)
http://www.ogc.gov.uk/http://www.itil.co.uk/http://www.itsmf.com/http://www.itsmf.co.uk/http://www.itsmf.co.uk/http://www.itsmf.com/http://www.itil.co.uk/http://www.ogc.gov.uk/