ITIL Service Design Process Diagrams

Transcription

1 ITIL Service Design Process Diagrams ITIL is a Registered Trade Mark of AXELOS Limited IT Infrastructure Library is a Registered Trade Mark of AXELOS Limited Based on AXELOS ITIL material. Material is reproduced under licence from AXELOS

2 Design CoordinaFon For the overall service design lifecycle stage For each design Define and maintain policies and methods Plan individual designs Plan design resources and capabilifes Coordinate individual designs Coordinate design acfvifes Monitor individual designs Manage design risks and issues Improve service design Review designs and ensure handover of service design package Copyright AXELOS Limited Material is reproduced under licence from AXELOS

3 Service Catalogue Management Agreeing and documenfng a service definifon with all relevant parfes Interfacing with Service PorOolio Management Producing and maintaining a Service Catalogue and its contents Interfacing with the business and IT Service ConFnuity Management to manage Business Service Catalogue Interfacing with support teams, suppliers and ConfiguraFon Management to manage Technical Service Catalogue Interfacing with BRM and SLM 3

4 Service Level Management Determine, negofate, document and agree requirements for new or changed services in SLRs, and manage and review them through the Service Lifecycle into SLAs for operafonal services Monitor and measure service performance achievements of all operafonal services against targets within SLAs Collate, measure and improve customer safsfacfon Produce service reports Conduct service review and insfgate an SIP Review and revise SLAs, service scope OLAs, contracts, and any other underpinning agreements Develop and document contacts and relafonships with the business, customers and stakeholders Manage all complaints and compliments Provide the appropriate informafon Make available and maintain up- to- date SLM document templates and standards. 4

5 Availability Management Reac%ve ac%vi%es Monitor, measure, analyze report & review service/ component availability InvesFgate unavailability & insfgate remedial acfon Proac%ve ac%vi%es Risk assessment & Implement countermeasures Plan & design for new & changed services Review services & test all availability/ resilience mechanisms Availability Management InformaFon System Availability Plan Management Reports Design criteria TesFng schedules Copyright AXELOS Limited Material is reproduced under licence from AXELOS 5

6 Capacity Management Business capacity Service capacity Component capacity Strategic TacFcal OperaFonal IteraFve acfvifes Demand Modelling ApplicaFon sizing Storage of capacity data Capacity sub- processes ProducFon of the capacity plan Reports on all aspects of capacity CMIS Copyright AXELOS Limited Material is reproduced under licence from AXELOS

7 IT Service ConFnuity Management Business confnuity (BCM) BCM Ini%a%on IT service confnuity (ITSCM) Lifecycle ITSCM Key ac%vi%es Policy se[ng Scope definifon IniFate a project Business confnuity strategy Requirements and strategy Business impact analysis Risk assessment IT service confnuity strategy Business confnuity plans Ongoing operafon Invoca%on Implementa%on Ongoing opera%on Develop IT service confnuity plans Develop IT plans, recovery plans and procedures OrganizaFon planning Risk reducfon and recovery implementafon IniFal tesfng EducaFon, awareness and training Review and audit TesFng Change Con%nuity event Copyright AXELOS Limited Material is reproduced under licence from AXELOS

8 InformaFon Security Management Produce and maintain an informafon security policy Communicate, implement and enforce adherence to all security policies Monitor and manage security incidents and breaches Assess, categorize informafon assets, risks and vulnerabilifes Regularly assess, review and report security risks and threats Report, review and reduce security breaches and major incidents Impose and review security controls, review risk and implement risk mifgafon Copyright AXELOS Limited Material is reproduced under licence from AXELOS Security informafon system (SMIS) InformaFon security policy Security reports and informafon Security controls Security risks and responses

9 Supplier Management Supplier strategy and policy DefiniFon of new supplier and contract requirements Copyright AXELOS Limited Material is reproduced under licence from AXELOS Supplier and contract categorizafon and maintenance of the SCMIS EvaluaFon of new suppliers and contracts Establishment of new suppliers and contracts Supplier and contract informafon system Supplier reports and informafon Management of supplier and contract performance Contract renewal or terminafon