ITIL Wallchart Process Review ROI & Value Reviews

Key processes and & Maturity Reporting (Compliance) & Business Alignment Planning
components of ITIL® CONTINUAL SERVICE IMPROVEMENT
© 2014 Fox IT SM Ltd, Version 5.0

Patterns of
Business
Service Level Design Policies
SERVICE DESIGN Continuity Governance
Activity Management Coordination Plans
Availability Capacity
Availability Plan Capacity
Planning Define Management Management Plan
Projected IT Service
Capture Service Service Continuity Mgt
Plan Requirements Review Information Security
Requirements Outage
Security Mgt Policy
Review / Update Business Impact
OLAs and UCs Coordinate Plan Improve Analysis
Determine Define Policy
Produce SLA Monitor / Manage Implement SKMS New Requirements SKMS Requirements
Implement SKMS
SLAs & OLAs Develop Strategy
Review / Improve Monitor Plan
Monitor
SKMS Develop Plans
Service Catalogue Performance Report Maintain
AMIS CMIS Analysis &
Management Reporting Implement and
Reporting ISMS
Service Supplier Test
Catalogue
Definition Management Financial
Plan
SERVICE STRATEGY On-going Review
SCMIS SKMS
Patterns of
Scoping Strategy Service
Invocation
Demand Business Catalogue
Risk Management
Management Activity
Financial
Policy Policy Management
Analyse Demand

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Update Evaluation Strategy Business
Service Valuation
Adjust Service Management Relationship Mgt
Maintain Contract to Meet Demand SERVICE TRANSITION
Funding Strategic New Service
Performance Assessment Requirements
Performance Transition Planning Service Asset &
Reporting Compliance Service Portfolio Strategy Complaints and & Support Config. Mgt
Management Generation Compliments
Accounting, Budgeting
Strategy Customer Planning &
and Charging Develop Strategy
SERVICE OPERATION Return On
Definition Execution Satisfaction Identification Discovery Tools
Investment Measure and Service Review Preparation Control
Analysis Evaluate Meetings Spares Store
Planning and
Self Service Problem SKMS Status Reporting
Authorisation Coordinating
Service Desk Management Service
Portfolio Lifecycle
Verification & Audit
Detection & Charter Management
SKMS
Logging Housekeeping
Service
Catalogue SKMS
Categorisation Change Licence
Incident Event Security RFCs CMS Asset Store
Management Management Policy Management Management
Prioritisation CMDBs
Registration
Identification & Design & Event
Analysis & Projects & Categorisation
Logging Modelling Service Validation
Request Diagnosis Assessment
Monitoring System and Testing
Fulfilment Categorisation & Authorisation
Resolution Tools Configuration Access
Management Release & Prepare Test
Prioritisation Service Monitoring Plan & Control Deployment Mgt Environments
Logging Closure Change
SKMS CAB
Request Logging Evaluation
Request Model Diagnosis & Response & Schedule Changes Perform Tests
Alerts Planning
Selection Escalation Review & Events Closure
Request Evaluation Plan Measurement & Produce Test
Workflow Resolution & Verification Preparation Report
Review Reporting
Automation Recovery Evaluate Predicted
Provide Access Emergency
Known
Known Rights Performance Build & Test Cycles
Fulfilment Closure Errors Change
Evaluate Actual Change Validation
Restrict / Remove &Test Plans
Service Performance Schedule
Closure Improvement
Access Rights Pilot & Deployment
Proposals Problem
Problem Maintain Produce Knowledge Remediation
Records
Associated Roles & Groups Evaluation Report Management Work Plans
Retirement
Orders
Functions
Release
Identify Knowledge Early Life Support Package
Request
Incident IT Operations
Records
Models Management SKMS Approve SKMS Release Review
Technical
Customer Management
Satisfaction Survey Service Populate SKMS
Requests Application Roles
& Groups Known
Management Maintain SKMS
Errors
Definitive
Evaluation Media Libraries
Report

Service Reviews Management Information Review Communications Strategy

Customer Satisfaction Surveys Service Reporting
& Improvement Planning & Trend Reporting & Plan

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