IDENTIFYVision & Strategy • Tactical Goals • Operational Goals 1. Define what you should measure.

2. Define what

you can measure.

3. Gather the data. Who?

How? When? Integrity of the data?

4. Process the data. Frequency, format, system, accuracy.

5. Analyze the data.Relationships, trends, according to plan, targets met, corrective actions?

6.Present

and use the information assessment summary

action plans, etc.

7. Implementcorrective

action.

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Service StrategyProcesses• Service Portfolio Management• Demand Management• Financial Management

Main Activities • Define the Market• Develop Offerings• Develop Strategic Assets• Prepare Execution

Key Concepts• Utility & Warranty• Value Creation • Service Provider• Service Model• Service Portfolio

Service DesignAvailability

Management

Information Security

Management

IT ServiceContinuity

Management

CapacityManagement

Service LevelManagement

SupplierManagement

Service Catalog Management

Service Catalog ServicePortfolio

AnalyzeRequirements

DesignSolution

EvaluateAlternatives

Procurement

Development

Processes• Service Catalog Management• Service Level Management• Availability Management• Capacity Management• IT Service Continuity Management• Information Security Management• Supplier Management

The 5 Aspects of Service Design1. Service Solutions2. Service Management Systems & Tools3. Technology & Management Architectures & Tools4. Processes5. Measurement Systems, Methods & Metrics

Key Concepts• Four “P’s” - People - Processes - Products - Partners• Service Design Package• Delivery Model Options• Service Level Agreement• Operational Level Agreement• Underpinning Contract

DefineCustomer/Business

Requirements

Define ServiceRequirements

Design ServiceSolution

Design ServiceRelease

Develop ServiceSolution

Service Component

Build &Test

Internal & External Suppliers

Validate ServicePackages, Offerings

& Contracts

ServiceAcceptance Test

ServiceOperational

Readiness Test

ServiceRelease Package

Test

Component& Assembly

Test

1a

2a

3a

4a

1b

2b

3b

4b

5a 5b

Service TransitionProcesses• Change Management• Service Asset & Configuration Management• Release & Deployment Management• Knowledge Management• Transition Planning & Support• Service Validation & Testing• Evaluation

Key Concepts• Service Changes• Request for Change • Seven “R’s” of Change Management • Change Types• Release Unit• Configuration Management Database (CMDB)• Configuration Management System• Definitive Media Library

Service OperationProcesses• Event Management• Incident Management• Problem Management• Access Management• Request Fulfillment

User

User

Self Help

Request orIncident?

RequestFulfillment

IncidentManagement

TechnicalManagement IT Operations

Management ApplicationManagement

Event Management

ProblemManagement

AccessManagement

ServiceDesk

Common Service Operation Activities

Achieving the Right Balance• Internal IT View versus External Business View• Stability versus Responsiveness• Reactive versus Proactive• Quality versus Cost

Functions• Service Desk• Technical Management• IT Operations Management• Application Management

The ITIL® Winning Strategy

© Crown Copyright 2007. Reproduced under license from OGC

© Crown Copyright 2007. Reproduced under license from OGC

ITIL® “ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”

Continual Service ImprovementThe 7 Step Improvement Process

PerformancePotential

Risks Costs

Idle CapacityDemand

Service

ServicePotential

Service Provider

Resources

Service Knowledge Management System

InformationIntegration Layer

Data & Information

CMIS AMIS Integrated CMDB

CMDB1

CMDB2

Presentation Layer

Knowledge Processing Layer

KEDB

DML1

DML2

Service Knowledge Base

09/074AA1-5489ENW

Decisions

Capabilities

Service Assets

(Service Unit)(Business Unit)

Busi

ness

Out

com

es

Customer

Resources

Capabilities

Customer Assets