SKMS

SKMSCMS

Service Package

Service Strategy

Business Requirements

Business Strategy

Legal & Regulatory

RequirementsService Strategy

& IT Plans

Demand Mgmt.

Pattern of Business Activity

Core Services

Supporting Services

Service Level Packages

Capacity Mgmt.

Information Security Mgmt.

IT FinancialMgmt.

IT Financial Plan

IT Budget

Availability Plan

Capacity Plan

IT Service Continuity

Mgmt.

Information Security Policies

and Controls

Risk Assessment

IT Service Continuity

Strategy & Plan

Business Impact Analysis (BIA)

Availability Mgmt.

Service Portfolio Mgmt.

Service Catalogue

Mgmt.

Configuration Mgmt.

Service Level Mgmt.

SLA & OLA

Supplier Mgmt.SCD

Service Transition Planning

Validation & Testing

Mgmt.

Release & Deployment

Mgmt.

Knowledge Mgmt.

Evaluation Mgmt.

Change Database

CMDB

DML

Definitive Spare StoreEvaluation

Report

Configuration Mgmt. Plan

KM Strategy, Procedures &

Controls

CMIS

Service Improvement

Plan (SIP)

Service Strategy Service Design

Service Operations Service Transition

Continual Service

Improvement

Measurement Data

Continual Service Improvement

AMIS

Technical Service

Catalogue

SMIS

IT Service Portfolio

Business Service

Catalogue

UC

Service Reporting

Individual Process SIP

Organizational Accounting

Policies

Test Strategy

Release & Deployment

Plan

Service Transition Strategy

Service Improvement

Plan (SIP)

SKMS

Service Improvement

Policy

Service Improvement

Plan

Change Mgmt.

SKMS

Event Mgmt.

Event

Incident Incident Mgmt.

Request fulfillment

Mgmt.

Service Request

Problem

Problem Mgmt.

Service Improvement

Plan (SIP)

Access Request Access Mgmt.

Information Security Policy

Alert & Event Log

Incident Database

Service Request Database

Access Request Database

Problem Database

Known Error

Database

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Service Lifecycle & Process Map

QMSwww.it-QMS.com

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AbbreviationsAMIS – Availability Management Information SystemCMDB – Configuration Management DatabaseCMIS – Capacity Management Information SystemCMS – Configuration Management SystemDML – Definitive Media LibrarySCD – Supplier Management DatabaseSKMS – Service Knowledge Management SystemSLA – Service Level AgreementSMIS – Security Management Information SystemOLA – Operational Level AgreementUC – Underpinning Contract

ITIL®

Long Term Business

Objectives

Business Objectives

DesignDesign

OperationOperation

StrategyStrategy

TransitionTransition

Continual Continual ImprovementImprovement