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ITILRelated ConceptsIT Service Management(ITSM)BenefitsKey ElementsService LifeCycle5 stagesService StrategyService DesignService OperationService TransitionContinual serviceimprovementMisconceptions aboutITILComponentsAssetsPurposeDELIVERING VALUE TOTHE CUSTOMERS2 typesResourcesCapabilitiesProcessesHAS SOME BENEFITS2 RELATED CONCEPTSFunctionRoleGovernenceBuilt by severalprocessesBusiness relationshipmanagementService portfoliomanagementFinancial managementfor IT servicesDemand managementStrategy managementfor IT servicesBuilt by severalprocessesDesign coordinationService levelmanagementService cataloguemanagementSupplier managementAvailabilitymanagement4 main functionsService DeskIT operationsManagementTechnical ManagementApplicationManagement4 typesLocal Service deskCentralized ServiceDeskVirtual Service DeskFollow the Sun2 main sub-functionsIT operations ControlFacilities ManagementCapacity managementIT service continuitymanagementInformation securitymanagementBuilt by severalprocessesSeveral stagesBuildTestImplementationTransition planning andsupportChange ManagementService asset andconfigurationmanagement ( SACM )Release anddeploymentmanagementKnowledgemanagementChange evaluationService validation andtestingBuilt by severalprocessesEvent ManagementIncident ManagementRequest FulfillmentProblem ManagamentAccess ManagementMain activitiesIdentify, or help othersidentify, opportunitiesfor improvementPrioritise improvementsSet up and run (or helpothers set up and run)improvement projectsMust accomplishseveral activitiesMust accomplishseveral activitiesWhat really isComplementaryFrameworksEffective good practices2 key componentsSourcesEnablersKEY DEFINITIONSServiceBusinessOwnershipStakeholders3 typesUsersCustomerInternalExternalSuppliersThere're 4 generic rolesService OwnerProcess OwnerProcess ManagerProcess PractitionerRACITOOLFunctions and ProcessProcess and StagesIT Service Provider3 TypesInternalExternalShared Service Unit3 typesEnabling servicesCore servicesEnhancing Services3 categoriesService PipelineService CatalogRetired Services5 TypesApplicationsInfraestructureFinancial CapitalInformationPeople5 typesKnowledgePeopleProcessesManagementOrganizationBudgetingAccountingChargingHas an outputBusiness CaseIntroductionMethods andassumptionsBusiness impactsRisks and contingenciesRecommendations4 PSService Design Package(SDP)Service CataloguedefinitionSeveral TypesSimple Service CatalogBusiness or CustomerService CatalogTechnical or SupportiveService Catalog3 related documentsSLAOLAUC2 important servicesService reviewService improvementpĺanSLAM CHART2 Types of approachService basedCustomer based3 different typesType IType IIType IIIHas subprocessesHas some activitiesBusiness CapacityManagementService CapacityManagementComponent CapacityManagementReactiveProactiveCapacity Plan4 key aspects (ARMS)AVAILABILITYRELIABILITYMAINTANABILITYSERVICEABILITYRisk AnalysisComponent FailureImpact Analysis (CFIA)Fault Tree AnalysisExpanded IncidentLifecyclePROCESS WORKFLOWINITIATIONREQUIREMENTS ANDSTRATEGYIMPLEMENTATION3 key components (CIA)ConfidentialityIntegrityAvailability4 categories (COST)COMMODITYOPERATIONALSTRATEGICTACTICALRole example modelRoles2 key componentsData-Information-Knowledge-WisdomModel (DIKW)The Service KnowledgeManagement System(SKMS)Key ConceptsKey activitiesConfiguration ItemsCategoriesLevelsNamingLabelsAttributesConfigurationsBaselinesConfigurationmanagement systemDefinitive media library(DML)Planning andmanagementIdentificationControlStatus accountingVerification and auditThe ChangeProcess3 types of changeEmergency changesNormal changesStandard ChangesInitiationInitial ReviewEnterprise GovernanceCorporate GovernanceIT GovernanceCharacteristicsService PackagesInvestmentRun the businessGrow the businessTransform the businessRaise RFC7 stepsRaisedReasonReturnRisksResourcesResponsibleRelationshipAssess and EvaluateAuthorization toProceedBuild and TestBuild and TestAuthorization toImplementImplementationRemediationReviewClosureCAB (Change AdvisoryBoard)ECAB (Emergency CAB)Change DocumentsRequest for changeChange recordCAB minutesChange scheduleProjected serviceoutageSecure RepositoriesDefinitive Media LibraryDefinitive SparesKey PrinciplesBalanceCommunicationInternal IT versusexternal businessStability versusresponsivenessQuality versus costReactive versusproactiveEvent definitionInformationalWarningExceptionDetectionNotificationLoggingClasificationPrioritizationInitial DiagnosisResolution and recoveryClosure2 types of escalationHierarchicalFunctionalKey ConceptsProblemWorkaroundKnown ErrorKnown Error DatabaseFunctionsService DeskTechnical ManagementApp ManagamentIT OP ManagementToolsDeming CyclePlanDoCheckActProcessSeven-Step ServiceImprovement ProcessStepsCSI approach7 steps and DemingCycle7 steps and DIKW modelMeasurement andmetricsDefinitionsMetricCritical Success FactorKey PerformanceIndicatorActivities3 typesLocal Service DeskVirtual Service DeskFollow-the-Sun ServiceDeskActivitiesFacilities ManagamentRelation betweenmetrics andmeasurementsKotter's Eight Steps

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