he 7

Key Concepts
7 Rs of change management
Definitive media library
Service knowledge
management system (SKMS)

Service Portfolio

Service
Catalog
Management

Processes
Knowledge management
Transition planning and support
Change management
Service asset and Configuration
management
Release and deployment management
Service validation and testing
Change evaluation

Service Strategy
Objectives
Define perspective, position, plans, and patterns
Determine how value will be created and maintained
Develop organization capabilities required to deliver the strategy
Document and coordinate how service assets are used to deliver services

4
Change management
Service asset and configuration management

Processes
Service portfolio management
Financial management for IT services
Business relationship management
Strategy management for IT services
Demand management

Key Concepts
Utility and warranty
Value creation
Service provider
Patterns of business activity
Risk management

Processes
Design Coordination
Service catalog management
Service level management
Availability management
Capacity management
IT service continuity management
Information security management
Supplier management

Service Transition Processes

Transition planning and support

Change evaluation
Release and deployment management

Business unit
(internal customer)
Business
outcomes

Service
potential

Performance
potential

Customer assets
Risks

Capabilities

Service
(utility
and
warranty)

Release
build and test

Costs

Release
deployment

Review and
close

Release
deployment

Service assets
Capabilities

Release
deployment

Resources

Resources
Demand

Self
Help

Release
planning

Service
provider (IT)

Idle capacity

Service validation and testing

Request
Fulfillment
Knowledge management
Access
Management

Request or
Incident?
Problem
Management

Service
Desk

t
en
em
rov
imp

Common Service Operation Activities

Technical
Management

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4AA1-5489ENW, January 2016, Rev. 3

Service Operation

Event Management

Pre
sen
t

IT Operations
Management

Application
Management

an
du
se
the
info
rma
tion
. Ass
essm
ent su
mmary
, action plans
, etc.

Processes
Event management
Incident management
Problem management
Access management
Request fulfillment

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

ata.
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Analyz

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o
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ips
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R

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orr
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ent
lem
Imp

USER

Incident
Management

rg
,n ta
pla

Process the data. Frequency, form

at, s
y
s
t
e
m
, ac
c
u
r
acy.

Key Concepts
Four Ps
- People - Processes - Products - Partners
Service design package
Delivery model options
Service level agreement
Operational level agreement
Underpinning contract

USER

Ga
the
rt
h

?
data

The 5 Aspects of Service Design

1. Service solutions
2. Management information systems & tools
3. Technical & management architectures
4. Processes
5. Measurement methods & metrics

Objectives
Manage service changes, including:
Risks
Deployments
Knowledge transfer
Expectation setting
Testing and validation

Supplier
Management

IT Service
Continuity
Management

Service Design

Continual Service Imp

rovem
ent
T

Service Transition
Capacity
Management

Service
Catalog

will m
easu
re

the
y of
grit
Inte
en?
Wh

The ITIL
Winning
Strategy:
Knowledge
and Certification

Information
Security
Management

Service
Level
Management

what
you

w?
Ho
at?
Wh

Define

Availability
Management

Design
Coordination

ss
e
c

.
ata
ed

Ste
p Im
pro
ve
me
nt
Pr
o

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ovemen
r
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m
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g
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t
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tify
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