ITIL Mind Map v1.0ITIL Service Management As A Practice

Author: Danny Wong

http://www.linkedin.com/in/chinwhei

ITIL

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1. Service 2. Service Owner 3. Service Management

4. Process Owner 5. Best Practice

6. Definitions 7. Process Model

Service Management As A Practice

1. SERVICES

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e 1.1 Risk1.1.1 Facilitates Outcomes Without Costs & Risks1.1.2 Uncertainty of Outcome

1.2 Value To Customers1.2.1 Utility

1.2.1.1 Functionality1.2.1.2 Fitness for Purpose1.2.1.3 What the Customer Gets

1.2.2 Warranty1.2.2.1 Fitness for Use1.2.2.2 Performance1.2.2.3 How Service is Delivered

1.2.3 Shown by1.2.3.1 Economic Value1.2.3.2 Reputation1.2.3.3 Customer Perception

1.3 Classification1.3.1 Core1.3.2 Enabling1.3.3 Enhancing

2. SERVICE OWNERS

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e 2.1 Maintenance2.2 Prime Customer Contact2.3 Ensures Delivery Meets Requirements2.4 Identify areas for input into CSI Register / Raise RFC's2.5 Communication with Process Owners2.6 Reporting & Monitoring2.7 Accountable for Delivery of Service

3. SERVICE MANAGEMENTS

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e 3.1 Set of Specialized Capabilities3.2 Provides Value for Customers via Services3.3 IT Service Management

4. PROCESS OWNERS

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e 4.1 Defines Strategy, Policy, Standards4.2 Assists with Design4.3 Documentation4.4 Audits4.5 Communication4.6 Input to CSI Register4.7 Process Manager4.8 Process Practitioner

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e 5.1 Sources5.1.1 Standards - ISO200005.1.2 Training and Education5.1.3 Internal and External Experience5.1.4 Research5.1.5 Industry practice - Sarbanes Oxley (SOX), Financial Services Authority (FSA)

5.2 Enablers5.2.1 Employees5.2.2 Customers5.2.3 Suppliers5.2.4 Advisors5.2.5 Technology

5.3 Knowledge to Achieve Business Objectives

5. BEST PRACTICE

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e 6.1 Process6.1.1 Coordinated Activities6.1.2 Performance Driven6.1.3 Creates Value for Customers6.1.4 Defines Roles, Activities, Guidelines6.1.5 Characteristics6.1.6 Measurable6.1.7 Specific Results6.1.8 Customers6.1.9 Responds to Triggers

6.2 Function6.2.1 Specialized Units6.2.2 Perform Certain Types of Work

6.3 Role6.3.1 Responsibility within Process or Function

6.4 RACI Model6.4.1 Responsible6.4.2 Accountable One Person6.4.3 Consulted6.4.4 Informed6.4.5 Clarifies Roles and Responsibilities

6. DEFINITIONS

7. PROCESS MODELS

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e 7.1 Control7.1.1 Owner7.1.2 Documentation7.1.3 Objectives7.1.4 Feedback

7.2 Process7.2.1 Activities7.2.2 Procedures7.2.3 Metrics7.2.4 Improvement

7.3 Roles7.3.1 Responsibility Within Process or Function

7.4 Enablers7.4.1 Capabilities7.4.2 Resources