People

Process
Continual Service Improvement
Act Plan Check Do

Products
Wisdom Knowledge Information Data
SKMS
Service Knowledge Mgt System Service Models Service Design Package Service Level Agreements Release Plans Deployment Plans

Partners

ITIL Overview
(RACI)

7 Step Improvement
Metrics ( V,D,J,I & P,S,T )

Multi-vendor sourcing

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Board Informed

Service Strategy
Financial Management

Business Relationship Mgt

Demand Management

Strategy Management
Service Portfolio Mgt

Cloud

Service Portfolio
Service Pipeline Service Catalogue Retired Services

Customer Insource IT Dept

Service Owner Process Owner Process Manager Process Practitioner Application Management

Service Design
Service Level Management Availability Management

Design Coordination Capacity Management Information Security Mgt

Service Catalogue Mgt Supplier Management IT Service Continuity Mgt

Knowledge Process Outsource

Consulted

SCMIS CMIS

SMIS AMIS

Application Service Provision

Accountable

Service Transition
Transition Planning & Supp

Change Management
Release & Deployment Mgt

Service Asset & Configuration M

Knowledge Mgt

Operating Procedures

Business Process Outsource

Config Mgt DB 2 Config Mgt DB 1 Releases Changes

Improvement Plans

Department Group Team Role

Operational Mgt
Operational Control Facilities Mgt

DML 2

Division

Technical Management

Service Validn & Testing

Change Evaluation

Configuration Management System (CMS)

Partnership

DML 1

Responsible

Problem Management
Incident Management Event Management

Service Desk Users

Access Management Request Fulfilment

Co-source / Multi-sourcing

Service Operation

Known Error DB Problems Incidents

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Outsource

Key : DML = Definitive Media Library SCMIS = Supplier & Contract Management Information System SMIS = Security Management Information System CMIS = Capacity Management Information System AMIS = Availability Management Information System CMDB = Configuration Management Database