Analysere

CSI Model

Hvor vil vi
gerne vre?

Value of
Monitoring &
Measuring
Validate

Hvordan
kommer vi
derhen?
Kom vi
derhen?

Direct

SD

Intervene

Act

Check

CSI
7 Step
improvement

Gather the
Data
Process the
Data

Present & use

analysed data
Implement
corrective
action

Evaluate
SCD
Maintenance

OLA

Contract

Report

Contract
Performance
Reports

Capacity
Management

Sign
Agreements
Monitor &
Report

Supplier &
Contract
Policy

Service
review
meetings

SD

Requirement

Business
Capacity
Service
Capacity
Component
Capacity

Plan &
Design
Implement &
Maintain
Plan

Report
Capacity

Tlf. 45 88 12 16 | www.sosforum.com

SLA

Report

Capacity
Plan

SLA
Report

Plan

CSI
Service
Improvement
Plan

Evaluation

Report

Evaluation

ST

Forml fra
krav
Service Strategy

Definere
Markedet

Udvikle
Strategiske
Asset

Output

Risk
Analysis

Technical
Management

Risk
Management

Service
Investment

IT Operations
Management

Compliance

Application
Management

Service
Valuation

Continual Service
Improvement

Accounting
Plan

$
Financial
Plan

Charter

SD
IT Service
Continuity

Requirement
& Strategy
Implement
On going
Operation

IT Continuity
Plan Plan

Review
Monitor &
Meassure

Availability

Report

Investigate
Report

Plan

Availability
Plan

V3

Logning

Categorization
Impact
Urgency

Information

Major
Incident
Procdure

Action

Incident
Models

Prioritization

Functional
Investigation Escalation
& Diagnose Hierarchic
Escalation
Resolution &
Recovery
Data

Report

Close

Metrics &
Measurement CSI

Problem SO
Management

Access SO
Management

Detection &
Logning

Requesting
Access

Request
Fulfilment

Standard
Change

Verification

Request
Models

Logging &
Tracking

Menu
Selection
Financial
Approval
Other
Approval

Access
Admin.

Fulfilment

SO

Categorization

Process
Metrics

Problem
Models

Prioritization
Investigation
& Diagnosis
Resolution

Service
Metrics

Technology
Metrics

Major
Problem
Known
Errors

Data

Report

Service
Reporting CSI

Closure
Major
Problem
Review

Business
Views

Closure

Collate

Overvgning
& Drift

Brugerhndtering
Ou
t pu

Benchmarks/ CSI
Baselines

Closure

Plan

Business
Availability
Service
Availability
Component
Availability

ITIL Lifecycle
Overblik

Warnings

Monitoring

Implement
Business
Continuity
Plan

Exeptions

Significance

Availability
Plan

Availability
Management

Plan &
Design

Initiation

Notification,
Detection &
Filter

Providing
Rights

Requirement

Identification
& Logging

Event SO
Management

Review
Action

Information
Security
Policy

SD

OpServ
e r a ic e
tio
n

Udrullet
Service

SO
Incident
Management

Service Desk

VCD

Approve

Production &
Maintenance
Interfaces &
Dependencies

CSI

Support & drift

information

SO

Return on
Investment

Analyse
Service
Portfolio

S
SO

Functions

Service Portfolio
Management
SS
Define

IT
Service
Management

Opdateret
SKMS

Planning
Confidence

Strategy, Tactics
& Operation

SS

ST

SO

&
st g
e
, T e r in O
g
utpu
By alid
t
V

SS
Risk
Management

Strategy &
Technology

Service
Strategy

SD

Planlgning

Financial SS
Management

Demand SS
Management

Pattern of
Business
Activity

Resource &
constraints

Service
Business Pipeline
Catalogue Service
Technical Calalogue
Catalogue Retired
Services

CI
Record

Service
Asset

Knowledge

Clean up &
Closure

Definitive
Media
Library
(DML)

Finance

Politikker/
retningslinier

Service
Portfolio

Verification/
Audit

Ea
Su rly
pp Life
or t

Evaluate exit
Criteria

Plan

Strategier

Service
Definition

Review OLA/
Contracts

Contract

Test,
Validation &
Deployment
Plans

Service
Catalogue SD

Negotiate
SLR

Review

Netvrks- og kompetencehus

SD
Service Level
Management

Anbefaling:
Wisdom

CM CM
DB DB

Translate &
Apply
Support
& Restore

Analyse the
Data

Supplier
Management

Contract
Admin.

Deming
Cycle

What can be
measured?

Evaluation

Information
Security
Policy

Supplier
Strategy &
Policy
Mgt. &
Performance

Plan

What should
be measured?

Control

Testing

Knowledge

Test
doc.

Implement

CSI

Justify

Fastholdelse
af niveau

Business
Security
Policy

Analyse:
Knowledge

Testresults,
Config. Baseline
& Testanalysis

Information
Security

Maintain

Do

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Hvor er vi
nu?

Review &
Closure

Plan

eriever
u
l
a t
Everna
t
Al

Prepare testenvironment

Udvikle
servicetilbud

Hvad er
visionen?

ffeg
ka in
ns n
A Ls

CSI

SD

Klassificering:
Information

CMS

Status/
Accounting

Mling &
Rapportering

Aktivitet

Early Life
Support

Review &
close RFC

Change Deploy
Records Records Plans &
Reports

Verify testplan
& -design

Verify
Deployment

O Str
rg a
an te
iz g y
at &
io
n

SAC

Co-ordinate
Change impl.

Indsamling:
Data

Service
Transition

Business
Governance

Control

Knowledge ST
Management

Plan &
Design Test

Forberede
eksekvering

Transition
Strategy & Plans

Arkitektur

Transfer,
Deployment Release
& Retirement Package

Projected
Service
Outage (PSO)

Identification

Validation &
Test Mgt.

Build & Test

Normal
Emergency Change
Standard Change
Change

Plan

Standarder

Change
Models

Service Service
Packages Models

Lsnings
Design

U
L dv ik
s n le
in g

Service Design Package

(SDP)
Aktivitet

Change
Schedule

Designe

Act

Mlemetoder

Change

Plan updates

Administration
Progres
monitoring &
reporting

Plan

Prepare:
Build, Test & Remediation/
Deploy
Backout Plan

Authorize
Change

CAB / ECAB

Advice

Aktivitet

Assess &
Evaluate
Change

Planning &
Coordinating

tp u

Do

Deming
Cycle

Review RFC

Transition
Strategy

Processer

Ou

Plan

Record RFC

Planning & ST
Support

Prepare
Transition

Planning

Validation & ST
Testing

Corporate
Governance

C
o
Imnti
pr nua
o l
v
emSe
enrvic
t e

Funktion

Release &
Deployment

ce
r vi n
Se esig
D

Koncept/
Metode

ST

Change ST
Management ST

IT
Governance CSI

Service Asset &

Configuration
ST
Planning

V-model

ng
ni w
ul vie
dr e
U R
&

Proces

Check

CMDB

Availability Management Information System

Change Advisory Board
Configuration Item
Configuration Management DataBase
Capacity Management Information System
Continual Service Improvement
Configuration Management System
Emergency Change Advisory Board
Information Security Management System
Operational Level Agreement
Request for Change
Service Acceptance Criteria
Supplier & Contract Database
Service Design
Service Knowledge Management System
Service Level Agreement
Service Level Requirements
Service Operation
Single Point of Contact
Service Strategy
Service Transition
Variable Cost Dynamics

ngsndyrriing
st

AMIS:
CAB:
CI:
CMDB:
CMIS:
CSI:
CMS:
ECAB:
ISMS:
OLA:
RFC:
SAC:
SCD:
SD:
SKMS:
SLA:
SLR:
SO:
SPOC:
SS:
ST:
VCD:

Con
t
Impinual S
rov erv
eme ice
nt

Events Incident Service Problem Known

Records Request Records Errors

Service, Drift
& Support
Rapporter

Improvement

Publish

Report

Improvement
Reports

Exception

Report

Status

Report

Status
Reports

Exception
Reports

CSI

Konsulenthus

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