ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES

User requested changes Events Requests Enquiries Work-arounds Advice & guidance General information

SERVICE SUPPORT
Problem Management
Problem Control Error Control
- Review KEs - Identify, classify, solve, raise KE
Temporary fixes Recent changes Requests for change

Incident Management
Record Classify Investigate Resolve Close Monitoring Escalation

Multiple or serious incidents Classifications

Change Management
Log / Filter Categorise Assess Authorise Schedule Build Test Implement Review

Multiple, related or complex change

ds/ t boar ds Prosjecess boar bu in

Release Management
Policy Schedule Design / develop Build Test Accept Plan Rollout Distribute / install - Activate

DEVELOPMENT

USERS

Reso

lutio

Proactive Pr. Mgmt.

ns

- Analyse trends

FSC PSA

Change and release work together

SERVICE DESK

RFW

KEdb

CAB

Configuration Management
Plan Identify Control Status accounting Audit / verification
CI Info CI Updates Strategic Resolutions Availability & Capacity Problems CI Info CI Updates

DHS

DSL

Customer Issues

RFC's Impact assessment

CMDB
CI Info CI Updates

CAB Change Advisory Board CI Configuration Item CMDB Configuration Management DHS DSL FSC KEdb PSA RFW

Key to abbreviations

Database Definitive Hardware Store Definitive Software Library Forward Schedule of Change Known Error Database Projected Service Availabuility Request for Work

Service Level Management

Availability Management

SERVICE DELIVERY
Capacity Management

IT Service Continuity Management

Financial Management

Incident Management

Configuration Management
CI Info CI Updates

Problem Management

SERVICE SUPPORT

Change Management
Impact assessment RFC's

Release Management

Customer Issues
Business requirements & SLRs

SL targets Achievements

SERVICE DELIVERY
Availability Management
Analyse weakness
Address shortfalls
- SOA,TOP - CRAMM, FTA, CFIA

DEVELOPMENT

CUSTOMERS

Service Level Management

Establish SLRs Catalogue Services Draft SLAs Negotiate, agree Monitor, report Review

SL targets Achievements

Capacity Management
- Monitor, analyse, tune, implement Demand Management - Financial, physical

Financial Management
Budgeting
- Cost types, codes - Capital / Revenue - Fixed & variable - Cost table - Direct, indirect - Unabsorbed overheads - TCO, Return on investment - Fair, simple, realistic - Cost, cost plus, market rate, notional

Availability requirements Performance requirements Financial requirements

- Review OLAs, Contracts

Business, Service and Technical aspects Iterative activities

Continuous improvement Design to meet SLRs

- work with Incident and Problem Management - Availability, Reliability, Maintainability, Security, Serviceability Security Management

Accounting

Modelling

Contracts with external suppliers

Risk reduction

OLAs with internal suppliers

Application sizing

- Analytical, simulation, trending

Charging

(as for modelling but wider scope and often in development arena) CDB

IT Service Continuity Management

Initiate Assess risks Develop plans
- CRAMM - Countermeasures - Options; Gradual, Intermediate, Immediate

Continuity requirements

Requirements for new systems & services

Courtesy John Mather, Mark Haddad - Key Skills Associates

Continuity requirements

BCM

Operational Management

- Testing,Training,Awareness, Review, Change,Assurance

Continuity requirements Risk reduction

CDB CFIA CRAMM FTA OLA

Key to abbreviations Capacity Database SLA Component Failure Impact Analysis SLR Risk Analysis & Mgmt Methodology SOA FaultTree Analysis TCO Operational Level Agreement TOP

Service Level Agreement Service Level Requirement Service Outage Analysis Total Cost of Ownership Technical Observation Post

ISBN: 0-9544884-2-3 Published by Key Skills December 2005. To order further copies of this process model, please contact Key Skills on 01270 611 600.

ITIL SERVICE SUPPORT and SERVICE DELIVERY PROCESSES

INCIDENT MANAGEMENT
Problem Identification & Recording Initial Classification & Support Incident Detecting & Recording Incident Investigation & Diagnosis

PROBLEM MANAGEMENT
Problem Investigation & Diagnosis Error Identification & Recording

CHANGE MANAGEMENT
Change Approval/Authorisation(CAB)

RELEASE MANAGEMENT
Release Design / Development

CONFIGURATION MANAGEMENT

Change Financial Assessment

CHANGE MANAGEMENT

Recording Error Resolution

Change Impact Assessment

Change Logging & Filtering

CONFIGURATION MANAGER

PROCESS FUNCTION

Change Implementation

INCIDENT MANAGER

USERS / CUSTOMERS

Resolution & Recovery

PROBLEM MANAGER

Change Categorization

RELEASE MANAGER

Change Prioritization

Problem Classification

CI Status Accounting

Release Distribution

Release Installation

Change Scheduling

DOCUMENT / ACTIVITY

IM1

IM2

IM3

IM4

IM5

PM1

PM2

PM3

PM4

PM5

PM6

CHM1 CHM2 CHM3 CHM4 CHM5 CHM6 CHM7 CHM8 CHM9 CHM10 CHM11

RM2

RM3

RM4

RM5

RM6

RM7

RM8

COM2 COM3 COM4 COM5

Standard Service Request Incident Record Incident Closure Request for Change (Workarounds) Incident Mgmt Process Audit Problem Record Known Error Record Request for Change (Problems) Error Closure Trend Analysis Problem Mgmt Process Audit Forward Schedule of Change Projected Service Availability Model Change Template CAB Agenda CAB Minutes Change Closure Change Record Change Mgmt Process Audit Release Policy Release Record Roll-out Plan Training and Communication Plan Build Plan Test Plan Implementation Plan DSL Index DHS Index Document Library Index Release Mgmt Process Audit Configuration Planning CMDB Verification Reports Configuration Item Records Configuration Mgmt Process Audit

R R R R

A R A R R S A S R R A C C C S S S S C C S S R C R S C C C C S S I I I S S I I I I I I I I I I I I I I I I I I

C C C C

R R R C S C

R R R C S C S R R C C

S S S S S A A R A A A I I C I I I C I I I I

R R C R C C C C C C C C

S S S C R C

C S S S C R C

S S S C R C

S S S C

S S S C R R R C C

C C C

S S C C

I I S I S I R C

S S S S A C C R C R A R C C C C A A C A A A S A C A A S S S C

R R C C C C C C C C R R R R

R R S S S R R S S C S S S S S C I I S S S C I I S S C S S C C C S R R R R R R R C R R R R R R R S S S S S S S S S S S S S

S S S S S S S S S S S S S S S S

S S S S S S S S S S S S S S S S

S S S S S S S S S S S S S S S S S S S S S S S S S S R R R C

C C C C C C C C C C C C R R R R R R R R R R R R R R R R R R R R R C R R R R R R R C C C S S S S S S S S R R S S S S R R R R S S S C C C R R R R R C C C R R R R R S S S S S S S S

S S S S S S S R R R R R R R C C C C C C C S S S S S S C C

S I I

I I I

I I I

I I I

S C C

S C C C

C C C C

C C I I R C R R R R R R R R R R R R R R R R R R R R R

I S S S S S S S S S S S S R R R R S S S S S S S S C C C C S S A R C C C C C C S S S S S S S A R R R R R R R S S S S S S S A C C R C C C C S S S C C C C A C C R C C C C S S S S A C C C R C C C S S S S A C C C S R C C S S S C C S A C C C S S R R S S S C C C A C C C S S R R S S S C C C A C C C S S R R S S S C C C A C C C S S R R S S S A C C C C C C C C A R R I A R R R R R R R R R R R R R R A R R A C C CAPACITY MANAGEMENT FINANCIAL MANAGEMENT

R R R C

SERVICE LEVEL MANAGEMENT

Establishing Underpinning Contracts Developing Service Catalogue

AVAILABILITY MANAGEMENT
Implementing Standby-Arrangements Implementing Risk Reduction Measures Performing Service Outage Analysis IT SERVICE CONTINUITY MANAGER

IT SERVICE CONTINUITY MANAGEMENT

Developing IT Recovery Strategy Performing Business Impact Analysis Ongoing Operational Management Initiating Business Continuity Mgmt

SERVICE LEVEL MANAGER

Performing Risk Assessment

AVAILABILITY MANAGER

Establishing Business SLRs

Monitoring Service Levels

Reviewing Service Levels

Reporting Service Levels

Instigating CSIP Actions

Performance Monitoring

Testing Recovery Plans

Demand Management

FINANCIAL MANAGER

CAPACITY MANAGER

Establishing OLAs

Application Sizing

PROCESS CUSTOMERS

Risk Assessment

Drafting SLAs

Accounting

Budgeting

Modelling

DOCUMENT / PRODUCT

SM1 SM2 SM3 SM4 SM5 SM6 SM7 SM8 SM9

AM1 AM2 AM3 AM4

DR1 DR2 DR3 DR4 DR5 DR6

CP1 CP2 CP3 CP4

FM1 FM2 FM3

Service Catalogue Business Plans Business SLRs OLAs Underpinning Contracts SLAs Service Review Reports RFCs (CSIP) SLM Process Audit Capacity Plan / Forecasts Capacity Monitoring Reports Modelling Results Workload Analysis Cap Man Process Audit Availbility Forecasts CFIA FTA Service Outage Analysis TOP Report Security Policy Availbility Plan Av Man Process Audit Business Continuity Plan CRAMM Report Business Impact Analysis IT Disaster Recovery Plan DR Processes DR Test Plan DR Training Plan ITSCM Process Audit Budget / Balance Sheet Cost Models Investment Analysis (ROI/ROCE) Charging Policy Charging Model Fin Man Process Audit
ISBN: 0-9544884-2-3 Published by Key Skills December 2005. To order further copies of this process model, please contact Key Skills on 01270 611 600.

C R R C C R R S R I I I I C I I I I I R I R S C C C

A A A A A A A A A S C C C

R S S S C S C C C C

S R S S S C C C C C C C

S C C C S C C C S S S S S S S S R C C C S S R R C C C C C C C C C C C C C C S S S C C S S S S S S C C S C C C C C C S S S S S C C S C C C C C C S S S S S C C S C C C C C C

C S R S S S

C S S R S S

S C S S S S R C C C

C C S S S C S

C C S S S S

C C S S S S

C C S S S S

C C S S S S

C C C C C C C C C S S S S S S S S S S S S C S S C C C C

C C C C C C S S S S S S S S S S

C C C S S S C S

C C C C C C C C S S S S S S S S S S S S S R S S S C S C C C C C S C C C C C C C S S S S S C S C C C C C S C C C C C C C S S S R S C S C C C C C C S S S C C C C S S S S S C S C C C C C C S C S C C C C

C C C C C C C S

C C C C C S

C C C C C S

S S S S S S C C C C C C C C C C C C C A S S S S A S S S S A S S S S A S S S S A S S S S A S S S S A S S S S A C C C C S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S S C C S S

C S C C C C S C C C R S S S S S S S S S S S C C C C C C C C C C C C S S S S

S S S S S C C S C C

A C A A A A S S S C C S S S C S S C C C C C C C C C S S S S C S S S S C S S S R R R R C C S S S S S R R C C C C C C C C C

S S C C C C

S S S C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C
A R S C I Key to abbreviations Process / Function Accountable Process / Function Responsible Process / Function Supporting Process / Function Consulted Process / Function Informed

S S I I R C C I C C

A R S S S A S S R S A S R S S S A S S S R C C A S S S R C C A S S S R C C A S S S S A C C C C S C C C C C C C C C C C C C I I S C C C I I S C C C I I S C C C I I

C C C C C A R S C I A S R C I A S S S I A C C R I A C C R A C C C

Charging

C C C C C C

CMDB Verification

Error Assessment

Release Planning

Release Roll-out

Service Request

Change Building

SERVICE DESK

CI Identification

CMDB Control

Change Review

Release Testing

Change Testing

Release Build

S S S S S S S S S S S S S S S S S S S S S S S S S S