ITIL V3 Service Lifecycle Key Inputs and Outputs

Transcription

1 ITIL V3 Lifecycle & ITIL V3 Lifecycle Key 1

2 ITIL V3 Lifecycle & Use Material Complying with all applicable copyright laws is responsibility user No part this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or orwise), or for any purpose, without express written permission Mountainview» Mountainview is ficially accredited as an Accredited Courseware Provider by EXIN, Examination Institute for Science» Mountainview is ficially accredited as an Accredited Training Provider for ITIL V3 Foundation, Advanced Expert by EXIN, Examination Institute for Science 2

3 ITIL V3 Lifecycle & Trademarks Acknowledgements ITIL is a Registered Trade Mark, a Registered Community Trade Mark Office Government Commerce, is Registered in U.S. Patent Trademark Office. The Swirl logo is a Trade Mark Office Government Commerce The OGC logo is a Registered Trade Mark Office Government Commerce in United Kingdom PRINCE is a Registered Trade Mark Office Government Commerce in United Kingdom or countries SSADM is a Registered Trade Mark Office Government Commerce in United Kingdom PMBoK is a Registered Trade Mark Project Institute COBIT is a Registered Trade Mark ISACA IT Governance Institute FB: 3

4 ITIL V3 Lifecycle & Table Contents Strategy Strategy Define Market Define Offering Strategy Creation Execution Prep Portfolio Risk Define Assets Dem Financial Incident Problem Operation Operation Event Catalog Capacity Continuity Request Access Design Design Level Availability Release Testing Continual Improvement Continual Improvement CSI Model PDCA 7 Step Method Measure & Report Knowledge Configuration Evaluation Support 4

5 ITIL V3 Lifecycle & Strategy Money, s, Strategies, Customers, Economy, Opportunities, Patterns Activity, User behavior, Capabilities, Resources, Constraints, Conflicts, Customer assets, Customer Assets; Customer Outcomes / Wants / Needs Value creation, Decision on investments, Asset- Value based creation, s, Decision Utility-based on investments, s, Asset- based s, business Utility-based outcomes, Understing s, customers, understing business outcomes, opportunities Understing customers, understing opportunities Strengths, Weaknesses, Distinctive Competencies, Strengths, Weaknesses, Strategy, Threat Distinctive Opportunities, Competencies, Prioritization Strategy, Investments, Threat Critical Opportunities, Success Prioritization Investments, Factors Critical Success Factors Inventories; Case; Portfolio; Authorization; Inventories; Value Proposition; Case; Prioritization; Portfolio; Authorization; Communication; Value Resource Proposition; allocation Prioritization; Communication; Resource allocation Contract risk, Design Risk, Operational Risks, Market Contract Risks, risk, Design Provider Risk, Operational Risks, Transfer Risks, Market Risks, Risk Provider Risks, Transfer Risk Strategy Creation Define Market Execution Prep Portfolio Risk Define Offering Define Assets Dem Financial Market space, Outcome-based definition s, Market Matching space, Outcome-based portfolio to market definition space, s, Matching Portfolio ( Pipeline, portfolio to market Catalogue, space, Retired Portfolio s), ( Pipeline, cases, Catalogue, Retired risks, s), Pricing, Lines cases, (LOS) risks, Pricing, Lines (LOS) Closed-loop system, Design Requirements, Closed-loop system, Requirements, Design Requirements, Operation Requirements, Perspective, Requirements, Position, Plan Operation Requirements, Perspective, Pattern Position, Plan Pattern Core Packages; Level Packages; Lines Core, Packages; Verified Patterns Level Packages; Lines, Activity, Verified User Priles Patterns Activity, User Priles Valuation, provisioning optimization, planning Valuation, confidence, provisioning investment optimization, analysis, accounting, planning confidence, budgets, charges, investment fees, compliance, analysis, accounting, budgets, provisioning charges, models fees, compliance, provisioning models Perspective (Value), Position (Policies), Plans, Patterns Action, Valuation (Provisioning Value); Dem Models; Portfolio; Provisioning Optimization (SPO); Operating Capital Plans; Regulatory Environmentally-rated Plans; Investment Analysis; Compliance; Variable Cost Dynamic 5

6 ITIL V3 Lifecycle & Design Strategy; Corporate visions, strategies, objectives, policies business visions, strategies, objectives including Continuity Plans (BCPs), from organization s business IT strategy, plans financial Impact Analysis, changes to requirements, requirements, Portfolio, CMS, Feedback from all or processes, Level Requirements, : business strategy, financial Impact Analysis: impact, priority, risk urgency, The, Customer user feedback comments The documentation agreement a definition The, documentation Updates to agreement Portfolio: a definition Status all, s Updates requirements to for s, Portfolio: The Status all s requirements Catalogue for s, The Catalogue CMS, Capacity performance CMS, Capacity Workload performance analysis Ad hoc capacity Workload performance analysis Forecasts Ad hoc predictive capacity performance Thresholds, alerts Forecasts predictive events, CDB Thresholds, alerts events, CDB continuity recovery ITSCM policy strategies continuity, ITSCM plans recovery, Emergency Response ITSCM policy strategies Damage, ITSCM Assessment plans, Plan Emergency, Salvage Response Plan, Vital Records Damage Assessment Crisis Plan, Salvage Public Plan, Relations Vital Records Accommodation Crisis s Plan Public, Relations Accommodation Plan s Plan, Plan Catalog Capacity Continuity Level Availability The Contracts Database (SCD), The contract performance Contracts Database (SCD), contract performance contract review meeting minutes, contract Improvement review meeting Plans minutes, (SIPs), survey Improvement reports Plans (SIPs), survey reports : business strategy, financial : Impact business Analysis: strategy, impact, priority, financial risk urgency, Impact The Analysis: Portfolio, impact, Pipeline priority, risk urgency, Catalogue, The Portfolio, : Pipeline forward schedule Catalogue, changes, CMS, Customer : forward schedule user feedback changes, comments CMS, Customer user feedback comments The Availability System The (AMIS), Availability The Availability Availability System recovery (AMIS), design The Availability criteria proposed, Availability targets recovery for design new or criteria changed s, proposed, availability, targets reliability for new or changed maintainability s, reports availability, achievements, reliability Component maintainability availability reports achievements, Component availability Policy, System Policy, (SMIS), Revised security risk assessment System (SMIS), controls, Revised Audits security risk audit assessment test schedules controls, Audits audit breaches major test schedules Incidents breaches security policies major Incidents security policies Design Package: Requirements, Design. Organizational Readiness Assessment, Lifecycle Plan 6

7 ITIL V3 Lifecycle & Design Package: definition; structure; Financial/economic/cost model, resources, escalation procedures critical situation hling procedures, Design interface specifications, Release design, Deployment plan, Acceptance Criteria, Policy strategies for change release; Request for ; proposal, Plans change, transition, release, deployment, test, evaluation remediation, Current change schedule PSO, CMDB, release package, baseline, Test results, test report, requests, purchase orders, acquisitions requests. Rejected RFCs, Approved RFCs, to s, Rejected RFCs, or Approved infrastructure RFCs, resulting from to approved s, RFCs, CI, or infrastructure schedule, resulting Revised from PSO, approved Authorized RFCs, change CI, schedule, decisions Revised PSO, actions, Authorized change documents records, decisions actions, documents reports records, reports Release deployment plan, Completed RFCs for Release release deployment deployment plan, Completed activities RFCs for notification, release Updated deployment catalogue activities with relevant notification, Updated about new catalogue or changed with, relevant New or changed about new or changed, New or documentation changed documentation Configuration baseline testing environment, Testing Configuration carried baseline out (including options testing chosen environment, constraints Testing carried encountered), out (including Results options from those chosen tests, Analysis constraints encountered), results, e.g. Results comparison from those actual tests, results Analysis with expected results, results, e.g. risks comparison identified during actual results with expected testing results, activities risks identified during testing activities Release Testing Knowledge Configuration Evaluation Support Knowledge Base Operation Knowledge Operations Staff Base Problem Operation Staff Operations Staff Staff Problem Staff Staff SACM provides input to all ITSM processes; Assets, SACM CMDB, provides Audit input reports; to all ITSM processes; CIs Assets, CMDB, Audit reports; CIs Portfolio, package, Acceptance Portfolio Criteria;, Test results package, report; Acceptance Evaluation Criteria; Test report results report; Evaluation report Policies, processes practices; provider Policies, interfaces processes (SPIs), Roles practices; responsibilities, provider interfaces resource (SPIs), Roles planning responsibilities, estimation, preparation resource planning training requirements, estimation, The release preparation change training authorization, requirements, The release, change authorization, Plan, Plan Approved release package associated deployment packages, Updated package, Updated Portfolio catalogue, Updated contract portfolio, Documentation for a transferred or decommissioned. 7

8 ITIL V3 Lifecycle & Operation Networks or computer operations, CMDB, Response from Incident matching against Problems Known Errors, Resolution details, Response on RFC to effect resolution for Incident(s), SKMS, SLA, OLA, UC, Catalogue, Design, Operational procedures, Incident details sourced from (for example) Desk, networks or computer operations, Configuration details from Configuration Database (CMDB), Response from Incident matching against Problems Known Errors, Resolution details, Desk, Incident RFC for Incident resolution; updated Incident record RFC (including for Incident resolution resolution; /or updated Work-arounds), Incident record Resolved (including closed resolution Incidents, /or Communication Work-arounds), to Resolved Customers, closed Incidents, Communication (reports) to Customers, (reports), Problem Records, KEDB, Work-around,, RFCs to Problem Records, KEDB, Work-around, RFCs to Incident Problem Event Request Access Incident, SNMP messages, which are Incident a stard, way communicating SNMP messages, technical which are a stard about way status communicating components technical an IT Infrastructure, about status components Bases an (MIBs) IT Infrastructure, IT devices, Vendor s monitoring tools Bases (MIBs) IT devices, agent stware Vendor s monitoring tools agent stware Self Help systems, Stard Operating Self Procedures, Help systems, Approvals, Stard s Operating Procedures, Approvals, s ; Confidentiality, Integrity, Assess to, ; Identity; Confidentiality, User Integrity, Assess to, Identity; User RFC for Incident resolution; updated Incident record (including resolution /or Work-around) Resolved closed Incidents, Communication to Customers, (reports). 8

9 ITIL V3 Lifecycle & Continual Improvement Requirements, SLAs, OLAs UCs, Incidents, CFIA, FTA, Risk, AMIS, Application Sizing, Model, schedules, CMS, Policy, Cost Model, strategy AM Configuration Problem reviews, Modelling, CMIS, PSO vision, mission, goals objectives, vision, Baseline mission, assessments, goals Measurable objectives, targets Baseline assessments, & process improvement, Measurable Measurements targets & metrics, process Current improvement, state, Future Measurements state, Roadmap & metrics, to Future Current state, state, Achievement Future state, KPIs, Roadmap Action Plans to Future state, for continuous Achievement improvement KPIs, Action Plans for continuous improvement Required measures, realistic measures, Required Collected measures, data, statistical realistic analysis, measures, Improvement Collected alternatives, data, statistical recommendations, analysis, Improvement alternatives, action plans recommendations, action plans CSI Model 7 Step Method PDCA Measure & Report Improved employee morale, New changed Improved s, employee More effective morale, New efficient changed processes, s, Customer More effective satisfaction, efficient processes, Customer results satisfaction, results Process oriented Key Performance Process Indicator, Critical oriented Success Key Factors, Performance SLA Reports, Indicator, SCD Critical Reports, Success AMIS Report, Factors, CDB SLA Reports, Reports, Evaluation SCD Reports, Reports AMIS Report, CDB Reports, Evaluation Reports process recommendations, Audits, Reports, Updated Availability Capacity Plans, Monitoring procedures, Identified tools to use, Monitoring plan, Input on IT capability, Collection data, Agreement on integrity data, Improvements to, s Processes 9