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ITIL
Related Concepts
IT Service Management
(ITSM)
Benefits
Key Elements
Service LifeCycle
5 stages
Service Strategy
Service Design
Service Operation
Service Transition
Continual service
improvement
Misconceptions about
ITIL
Components
Assets
Purpose
DELIVERING VALUE TO
THE CUSTOMERS
2 types
Resources
Capabilities
Processes
HAS SOME BENEFITS
2 RELATED CONCEPTS
Function
Role
Governence
Built by several
processes
Business relationship
management
Service portfolio
management
Financial management
for IT services
Demand management
Strategy management
for IT services
Built by several
processes
Design coordination
Service level
management
Service catalogue
management
Supplier management
Availability
management
4 main functions
Service Desk
IT operations
Management
Technical Management
Application
Management
4 types
Local Service desk
Centralized Service
Desk
Virtual Service Desk
Follow the Sun
2 main sub-functions
IT operations Control
Facilities Management
Capacity management
IT service continuity
management
Information security
management
Built by several
processes
Several stages
Build
Test
Implementation
Transition planning and
support
Change Management
Service asset and
configuration
management ( SACM )
Release and
deployment
management
Knowledge
management
Change evaluation
Service validation and
testing
Built by several
processes
Event Management
Incident Management
Request Fulfillment
Problem Managament
Access Management
Main activities
Identify, or help others
identify, opportunities
for improvement
Prioritise improvements
Set up and run (or help
others set up and run)
improvement projects
Must accomplish
several activities
Must accomplish
several activities
What really is
Complementary
Frameworks
Effective good practices
2 key components
Sources
Enablers
KEY DEFINITIONS
Service
Business
Ownership
Stakeholders
3 types
Users
Customer
Internal
External
Suppliers
There're 4 generic roles
Service Owner
Process Owner
Process Manager
Process Practitioner
RACI
TOOL
Functions and Process
Process and Stages
IT Service Provider
3 Types
Internal
External
Shared Service Unit
3 types
Enabling services
Core services
Enhancing Services
3 categories
Service Pipeline
Service Catalog
Retired Services
5 Types
Applications
Infraestructure
Financial Capital
Information
People
5 types
Knowledge
People
Processes
Management
Organization
Budgeting
Accounting
Charging
Has an output
Business Case
Introduction
Methods and
assumptions
Business impacts
Risks and contingencies
Recommendations
4 PS
Service Design Package
(SDP)
Service Catalogue
definition
Several Types
Simple Service Catalog
Business or Customer
Service Catalog
Technical or Supportive
Service Catalog
3 related documents
SLA
OLA
UC
2 important services
Service review
Service improvement
pĺan
SLAM CHART
2 Types of approach
Service based
Customer based
3 different types
Type I
Type II
Type III
Has subprocesses
Has some activities
Business Capacity
Management
Service Capacity
Management
Component Capacity
Management
Reactive
Proactive
Capacity Plan
4 key aspects (ARMS)
AVAILABILITY
RELIABILITY
MAINTANABILITY
SERVICEABILITY
Risk Analysis
Component Failure
Impact Analysis (CFIA)
Fault Tree Analysis
Expanded Incident
Lifecycle
PROCESS WORKFLOW
INITIATION
REQUIREMENTS AND
STRATEGY
IMPLEMENTATION
3 key components (CIA)
Confidentiality
Integrity
Availability
4 categories (COST)
COMMODITY
OPERATIONAL
STRATEGIC
TACTICAL
Role example model
Roles
2 key components
Data-Information-
Knowledge-Wisdom
Model (DIKW)
The Service Knowledge
Management System
(SKMS)
Key Concepts
Key activities
Configuration Items
Categories
Levels
Naming
Labels
Attributes
Configurations
Baselines
Configuration
management system
Definitive media library
(DML)
Planning and
management
Identification
Control
Status accounting
Verification and audit
The Change
Process
3 types of change
Emergency changes
Normal changes
Standard Changes
Initiation
Initial Review
Enterprise Governance
Corporate Governance
IT Governance
Characteristics
Service Packages
Investment
Run the business
Grow the business
Transform the business
Raise RFC
7 steps
Raised
Reason
Return
Risks
Resources
Responsible
Relationship
Assess and Evaluate
Authorization to
Proceed
Build and Test
Build and Test
Authorization to
Implement
Implementation
Remediation
Review
Closure
CAB (Change Advisory
Board)
ECAB (Emergency CAB)
Change Documents
Request for change
Change record
CAB minutes
Change schedule
Projected service
outage
Secure Repositories
Definitive Media Library
Definitive Spares
Key Principles
Balance
Communication
Internal IT versus
external business
Stability versus
responsiveness
Quality versus cost
Reactive versus
proactive
Event definition
Informational
Warning
Exception
Detection
Notification
Logging
Clasification
Prioritization
Initial Diagnosis
Resolution and recovery
Closure
2 types of escalation
Hierarchical
Functional
Key Concepts
Problem
Workaround
Known Error
Known Error Database
Functions
Service Desk
Technical Management
App Managament
IT OP Management
Tools
Deming Cycle
Plan
Do
Check
Act
Process
Seven-Step Service
Improvement Process
Steps
CSI approach
7 steps and Deming
Cycle
7 steps and DIKW model
Measurement and
metrics
Definitions
Metric
Critical Success Factor
Key Performance
Indicator
Activities
3 types
Local Service Desk
Virtual Service Desk
Follow-the-Sun Service
Desk
Activities
Facilities Managament
Relation between
metrics and
measurements
Kotter's Eight Steps
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