service design coordination © fox it
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© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT© FOX ITCustomer Satisfaction Surveys Communications Strategy
& PlanService ReportingManagement Information Review& Trend Reporting
Service Reviews& Improvement Planning
ROI & Value Reviews& Business Alignment Planning
Process Review& Maturity Reporting (Compliance) CONTINUAL SERVICE IMPROVEMENT
© FOX IT© FOX IT© FOX ITRequestModels
ServiceImprovement
Proposals
SecurityPolicy
Monitoring Tools
Customer Satisfaction Survey
© FOX IT© FOX ITKnown
Problem
IncidentRecords
ServiceRequests
SKMSService
Catalogue
ProblemRecords
KnownErrors
Alerts& Events
SKMS
SKMS
Roles& Groups
Known
Problem
Request Logging
Request Verification
Provide Access Rights
Restrict / Remove Access Rights
MaintainRoles & Groups
Access Management
© FOX ITIdentification &
Logging
Categorisation
Prioritisation
Diagnosis & Escalation
Resolution & Recovery
Incident Management
Closure
© FOX ITService Desk© FOX ITLogging
Request Model SelectionWorkflow
Automation
Fulfilment
Closure
Request Fulfilment
© FOX IT© FOX ITSERVICE OPERATION© FOX ITDesign & Event
ModellingSystem
Configuration
Service Monitoring
Response & Closure
Review
Event Management© FOX IT© FOX IT© FOX IT© FOX ITDetection &
Logging
Categorisation
Prioritisation
Analysis & Diagnosis
Resolution
Problem Management
Closure
Review
IT Operations Management
Technical ManagementApplication
Management
Associated Functions
© FOX IT© FOX IT© FOX ITSelf Service© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT© FOX ITWork
Orders
Projects
RFCs
Validation &Test Plans
RemediationPlans
ReleasePackage
Spares Store
Asset Store
DefinitiveMedia LibrariesEvaluation
Report
CAB
Change Schedule
Discovery Tools© FOX IT© FOX ITSKMS
CMDBs
CMS
SKMS
KnownErrors
© FOX ITService Asset & Config. Mgt
Planning & Identification
Control
Status Reporting
Verification & Audit
Housekeeping
Licence Management© FOX IT© FOX IT© FOX ITSERVICE TRANSITION© FOX IT© FOX IT© FOX IT© FOX ITChange
Management
Registration& Categorisation
Assessment& Authorisation
Plan & Control
Schedule Changes
Measurement & Reporting
Emergency Change
Release & Deployment Mgt
Planning
Preparation
Build & Test Cycles
Pilot & Deployment
Retirement
Early Life Support
Release Review
Change Evaluation
Evaluation Plan
Evaluate Predicted Performance
Evaluate Actual Performance
Produce Evaluation Report
© FOX IT© FOX ITService Validation
and Testing
Prepare Test Environments
Perform Tests
Produce Test Report
© FOX IT© FOX IT© FOX ITSKMS© FOX IT© FOX IT© FOX ITTransition Planning & Support
Develop Strategy
Preparation
Planning and Coordinating
Lifecycle Management
Knowledge Management
Identify Knowledge
Approve
Populate SKMS
Maintain SKMS
© FOX ITSKMS
ISMS
SKMS
AMIS
SKMS
CMISSKMS
Service
SCMIS
Catalogue
Performance Reporting
Performance Reporting
SLAs & OLAs
ProjectedServiceOutage
SecurityPolicy
ContinuityPlans
AvailabilityPlan
PoliciesPatterns ofBusinessActivity
CapacityPlan
© FOX ITService Catalogue
Management
Definition
Scoping
Policy
Update
Maintain
Availability Management
Requirements
Plan
Implement
Monitor
Report
Capacity Management
Review
Improve
New Requirements
Plan
Maintain
Business Impact Analysis
Determine Requirements
Develop Strategy
Develop Plans
Implement and Test
On-going Review
Invocation
IT Service Continuity Mgt
Information Security Mgt
Define Policy
Implement
Monitor
Analysis & Reporting
Availability CapacityAvailability Capacity
SERVICE DESIGNDesign Coordination
Define
Plan
Coordinate
Monitor / Manage
Review / Improve
Governance
SLAs & OLAsSLAs & OLAs
Service Level Management
Planning
Capture ServiceRequirements
Review / Update OLAs and UCs
Produce SLA
© FOX IT© FOX IT© FOX IT© FOX IT© FOX ITSupplier
Management
Strategy
Policy
Evaluation
Contract
Performance
Risk Management
© FOX IT© FOX IT© FOX ITPatterns ofBusinessActivity
FinancialPlan
© FOX IT© FOX ITSKMS
PortfolioService
SKMS
CatalogueService
© FOX ITPatterns of
SERVICE STRATEGY
© FOX IT© FOX IT© FOX IT© FOX IT© FOX ITBusiness Relationship Mgt
New Service Requirements
Complaints and Compliments
Customer Satisfaction
Service Review Meetings© FOX IT© FOX IT© FOX ITStrategy
Management
Strategic Assessment
Strategy Generation
Strategy Execution
Measure and Evaluate© FOX IT© FOX IT
Demand Management
Analyse Demand
Adjust Service to Meet Demand© FOX IT© FOX IT© FOX IT© FOX ITSKMS© FOX IT
Financial Management
Service Valuation
Funding
Compliance
Accounting, Budgeting and Charging
Return On Investment© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT© FOX ITService Portfolio
Management
Definition
Analysis
Authorisation
Charter
ITIL WallchartKey processes and
components of ITIL®© 2014 Fox IT SM Ltd, Version 5.0
Telephone: 0333 202 1018 Email: sales@foxitqk .comITIL® is a registered trademark of AXELOS Limited.
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