ITIL IT Service Management Calendar Series

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1 IL Calendar Series Operational Excellence via best practices stards Mountainview, Inc Contact us at: for more information IL is registered trademark of the UK Office of Government Commerce

2 Calendar Series starting at $9.95US Desk Desk,, Level Level Continuity Continuity Financial Financial for for s s ning ning to to Implement Implement Business Business Perspective Perspective ICT ICT Infrastructure Infrastructure Application Application Security Security COB COB IL IL PRINCE2 PRINCE2 Order online at: IL is registered trademark of the UK Office of Government Commerce

3 IL is registered trademark of the UK Office of Government Commerce Restore Restore normal normal operational operational service service as as soon soon as as possible possible minimize minimize the the adverse adverse impact impact on on business business operations operations for for best best quality quality of of service service within within the the agreed agreed s s Input: Input: Phone Phone call call Walk-in Walk-in Events Events alarms alarms from from enterprise enterprise management management tools tools exception exception Request Request Possible Possible failure failure KEDB KEDB Process Process Activities: Activities: Detect Detect Classify Classify provide provide Initial Initial Support Support Hle Hle Request Request Investigate Investigate Diagnose Diagnose Recover Recover Restore Restore Closure Closure Monitoring, Monitoring, Ownership, Ownership, Tracking, Tracking, Communication Communication Reporting Reporting Metrics: Speed of service restoration; First line fixes; correct Metrics: Speed of service restoration; First line fixes; correct assignment; within targets; Maintenance of service quality; assignment; within targets; Maintenance of service quality; Reduction in unavailability; Fixed before users aware; Reduction in Reduction in unavailability; Fixed before users aware; Reduction in time to fix; Improved productivity; Reduced cost of hling time to fix; Improved productivity; Reduced cost of hling incidents; Number per operative; No by-passing of the SD; incidents; Number per operative; No by-passing of the SD; secondary user calls reduced; User Satisfaction; Improved survey secondary user calls reduced; User Satisfaction; Improved survey score; call waiting times reduced; aboned calls reduced score; call waiting times reduced; aboned calls reduced Roles: Roles: Process Ow ner; Process Ow ner; First Line Support; First Line Support; Nth Line Support; Nth Line Support; Desk Desk Manager; Manager; Manager Manager Output: Output: RfC RfC KEDB KEDB update update Relationships: Recurring s output to Relationships: Recurring s output to ; KEDB input from ; ; KEDB input from ; output to SLM; details to output to SLM; details to ; RfC ; RfC output to ; Exception output to ; Exception reporting to ; Update on reporting to ; Update on s related s to s related s to

4 March 2005 Sunday Monday Tuesday Wednesday Thursday Friday Saturday IL is registered trademark of the UK Office of Government Commerce St. Patrick's Day Easter Sunday Easter Monday Good Friday Copyright 2005

5 IL is registered trademark of the UK Office of Government Commerce Level Maintain Maintain improve improve quality, quality, via via a a constant constant cycle cycle of ofagreeing, monitoring monitoring reporting reporting upon upon service service achievements; achievements; actions actions to to eradicate eradicate poor poor service service within within s s Input: Input: Business Business forecasts forecasts SLR SLR proposals proposals s s s s SCM SCM plans plans resources resources Process Process Activities: Activities: ning ning Implementation Implementation Maintain Maintain Catalog Catalog Define Define SLR SLR Draft Draft Negotiate Negotiate agree agree on on s s Review Review UCs UCs OLAs OLAs Distribute Distribute s s Monitor, Monitor, review, review, report report Act Act on on the the Quality Quality Audit Audit Review Review Maintain Maintain Improvement Improvement Program Program (SIP) (SIP) Metrics: percentage reduction in targets missed; percentage Metrics: percentage reduction in targets missed; percentage reduction in targets threatened; percentage increase in reduction in targets threatened; percentage increase in Customer perception of achievements via CSS responses; Customer perception of achievements via CSS responses; percentage reduction in breaches caused because of third party percentage reduction in breaches caused because of third party support contracts (Underpinning Contracts); percentage reduction support contracts (Underpinning Contracts); percentage reduction in breaches caused because of internal Operational Level in breaches caused because of internal Operational Level Agreements (OLAs) Agreements (OLAs) Roles: Roles: Level Process Level Process Manager; Manager; Level Manager Level Manager Output: Output: charter charter catalogue catalogue Charges, Charges, Prices Prices s s specs specs OLAs OLAs Underpinning Underpinning contracts contracts Performance Performance (M (M charts) charts) Relationships: reports from all Relationships: reports from all processes; SIP can create s processes; SIP can create s s; Pricing from Financial Mgmt; s; Pricing from Financial Mgmt; Define the Continuity requirements for Define the Continuity requirements for SCM; targets to define monitoring SCM; targets to define monitoring threshold in management; Design threshold in management; Design criteria for criteria for

6 August 2005 Sunday Monday Tuesday Wednesday Thursday Friday Saturday Civic Holiday, Canada IL is registered trademark of the UK Office of Government Commerce Copyright 2005

7 Desk Support Groups (all levels) NT Unix SAP In-house App Dev Application Support COTS SAP Oracle Web Middleware Network Enterprise Mgmt Purchasing HR Facilities Suppliers Partners Users Suppliers PSA PSA CAB CAB Minutes Minutes Design Design Work Work Around Around DSL DSL IL is registered trademark of the UK Office of Government Commerce RFC RFC Build Build Risk Risk Test Test events PIR PIR DHS DHS Infrastructure Known Known Error Error FSC FSC Back-out Back-out Install/Deploy Install/Deploy Support Relationships Mgmt Mgmt

8 Customer Vendors Suppliers Financial Financial Budget Budget CSS CSS Pricing Pricing Accounting Accounting IL is registered trademark of the UK Office of Government Commerce Delivery Relationships BCP BCP SM Mgmt SM Mgmt Level Level SIP SIP SCM SCM BCP BCP Catalog Catalog OLA OLA UC UC (SLR) (SLR) Security Security (security) (security) CDB CDB Stby Datacenter Primary Datacenter

9 ACD BCM BCP BSI CAB CCTA CDB CI COP CSS CTI DHS DRP DSL EC EFQM FSC ICT IDEF IR ISO SCM IVR Automatic Call Distribution Business Continuity Business Continuity British Stards Institution Advisory Board Central Computer Telecomm unications Agency Database Item Database Code of Practice Customer Satisfaction Survey Computer Telephony Integration Definitive Hardw are Store Disaster Recovery Definitive Software Library Em ergency Comm ittee European Foundation for Quality Forward Schedule of Information Communications Technology ICAM Definition Report International Stards Organization Information Technology Continuity Interactive Voice Response IL is registered trademark of the UK Office of Government Commerce IL Acronyms KE KEDB KER KPI KSF MBNQA MTBF MTBSI MTTR OGC OLA PIR PR PRINCE PSA RFC SCI SIP SLM SLR TOR UC WIP WFD Known Error Known Error Database Known Error Key Performance Indicator Key Success Factors Malcolm Baldridge National Quality Aw ard Mean Time Between Failures Mean Time Between Interruptions Mean Time To Repair Office of Government Commence Operational Level Agreement Post-implementation Review Projects IN Controlled Environments Projected Request for Software Item Im provement Program Level Agreement Level Level Requirement Terms of Reference Underpinning Contract Work in Progress Work flow diagram

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