service design coordination © fox it

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© F © FO © F OX IT OX IT FOX FOX Customer Satisfaction Surveys Communications Strategy & Plan Service Reporting Management Information Review & Trend Reporting Service Reviews & Improvement Planning ROI & Value Reviews & Business Alignment Planning Process Review & Maturity Reporting (Compliance) CONTINUAL SERVICE IMPROVEMENT Request Models Service Improvement Proposals Security Policy Monitoring Tools Customer Satisfaction Survey Known Problem Incident Records Service Requests SKMS Service Catalogue Records Errors Alerts & Events SKMS SKMS Roles & Groups Known Problem Request Logging Request Verification Provide Access Rights Restrict / Remove Access Rights Maintain Roles & Groups Access Management Identification & Logging Categorisation Prioritisation Diagnosis & Escalation Resolution & Recovery Incident Management Closure Service Desk Logging Request Model Selection Workflow Automation Fulfilment Closure Request Fulfilment SERVICE OPERATION Design & Event Modelling System Configuration Service Monitoring Response & Closure Review Event Management Detection & Logging Categorisation Prioritisation Analysis & Diagnosis Resolution Problem Management Closure Review IT Operations Management Technical Management Application Management Associated Functions Self Service Work Orders Projects RFCs Validation &Test Plans Remediation Plans Release Package Spares Store Asset Store Definitive Media Libraries Evaluation Report CAB Change Schedule Discovery Tools SKMS CMDBs CMS SKMS Known Errors Service Asset & Config. Mgt Planning & Identification Control Status Reporting Verification & Audit Housekeeping Licence Management SERVICE TRANSITION Change 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 Service Validation and Testing Prepare Test Environments Perform Tests Produce Test Report Transition Planning & Support Develop Strategy Preparation Planning and Coordinating Lifecycle Management Knowledge Management Identify Knowledge Approve Populate SKMS Maintain SKMS SKMS ISMS SKMS AMIS SKMS CMIS SKMS Service SCMIS Catalogue Performance Reporting Performance Reporting SLAs & OLAs Projected Service Outage Security Policy Continuity Plans Availability Plan Policies Patterns of Business Activity Capacity Plan Service 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 SERVICE DESIGN Design Coordination Define Plan Coordinate Monitor / Manage Review / Improve Governance Service Level Management Planning Capture Service Requirements Review / Update OLAs and UCs Produce SLA Supplier Management Strategy Policy Evaluation Contract Performance Risk Management Patterns of Business Activity Financial Plan SKMS Portfolio Service SKMS Catalogue Service SERVICE STRATEGY Business Relationship Mgt New Service Requirements Complaints and Compliments Customer Satisfaction Service Review Meetings Strategy Management Strategic Assessment Strategy Generation Strategy Execution Measure and Evaluate Demand Management Analyse Demand Adjust Service to Meet Demand Financial Management Service Valuation Funding Compliance Accounting, Budgeting and Charging Return On Investment Service Portfolio Management Definition Analysis Authorisation Charter ITIL Wallchart Key processes and components of ITIL® © 2014 Fox IT SM Ltd, Version 5.0 Telephone: 0333 202 1018 Email: sales@foxitqk .com ITIL ® is a registered trademark of AXELOS Limited.

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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.