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
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ServiceImprovement
Proposals
SecurityPolicy
Monitoring Tools
Customer Satisfaction Survey
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Problem
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SKMSService
Catalogue
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KnownErrors
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SKMS
SKMS
Roles& Groups
Known
Problem
Request Logging
Request Verification
Provide Access Rights
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MaintainRoles & Groups
Access Management
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Logging
Categorisation
Prioritisation
Diagnosis & Escalation
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Incident Management
Closure
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Request Model SelectionWorkflow
Automation
Fulfilment
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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
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Technical ManagementApplication
Management
Associated Functions
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Management
Registration& Categorisation
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Emergency Change
Release & Deployment Mgt
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Preparation
Build & Test Cycles
Pilot & Deployment
Retirement
Early Life Support
Release Review
Change Evaluation
Evaluation Plan
Evaluate Predicted Performance
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and Testing
Prepare Test Environments
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ISMS
SKMS
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CMISSKMS
Service
SCMIS
Catalogue
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SLAs & OLAs
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ContinuityPlans
AvailabilityPlan
PoliciesPatterns ofBusinessActivity
CapacityPlan
© FOX ITService Catalogue
Management
Definition
Scoping
Policy
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Requirements
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Implement
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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
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Governance
SLAs & OLAsSLAs & OLAs
Service Level Management
Planning
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Management
Strategy
Policy
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Contract
Performance
Risk Management
© FOX IT© FOX IT© FOX ITPatterns ofBusinessActivity
FinancialPlan
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PortfolioService
SKMS
CatalogueService
© FOX ITPatterns of
SERVICE STRATEGY
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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
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Charter
ITIL WallchartKey processes and
components of ITIL®© 2014 Fox IT SM Ltd, Version 5.0
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