ITIL PROCESS MODEL

SERVICE STRATEGY

Long Term Business Objectives

SERV

ICE
LEVEL
AGRE
EMEN
TS
(SLA)

THE BUSINESS

SERVICE OPERATION

Financial Management for IT Services

Service Desk
- Local
- Centralized
- Virtual
- Follow the sun
Operations Management
- IT Operations Control
- Facilities Management
Technical Management
Application Management Lifecycle

Business Relationship Management

Demand Management

EXTERNAL
SUPPLIERS

CONTINUAL SERVICE IMPROVEMENT

Development

Process &
Technical
Metrics

Event Management
- Information
- Alerts
- Warning
- Exception
Incident Management
Request Fulfilment
Problem Management
- Proactive
- Reactive
Access Management

Continual quality control and consolidation

7 Step Improvement
Process

Models and
Techniques

Deming Cycle

ACT

PLAN

CHECK

DO

Timescale

Where are we now?

Baseline assessments

Where do we
want to be?

Measurable targets

How do we get there?

Service and process

improvement

Did we get there?

Measurements
and metrics

1. Identify the strategy

for improvement

Vision Business need

Strategy Tactical goals
Operational goals

Data

2. Define what you will

measure

Warranty Processes
Availability Management
Capacity Management
ITSCM
Information Security Management

Apply

Process
Metrics

3. Gather the data

Who? How? When?

to evaluate
Criteria
integrity of data
Operational goals
Service measurement

7. Implement
improvement

6. Present and use the

information

Assessment summary
Action plans
Etc.

5. Analyse the
information and data

Knowledge

Trends?
Targets?
Improvements required?

Design Coordination

Relationship Processes
Service Level Management
Service Catalogue Management
Supplier Management

Effective quality
improvement
Consolidation
of the level reached

Business vision, mission,

goals and objectives

Underpinning
Agreements
Contracts

SERVICE DESIGN

Plan - Project Plan

Do - Project
Check - Audit
Act - New actions
Business IT
alignment

CSI Approach

What is the vision?

How do we keep
the momentum
going?

4. Process the data

Frequency?
Format?
Tools and systems?
Accuracy?

Information

Process Metrics

SERVICE TRANSITION

Alerts, Warnings (Integrated Tool)

SKMS
CMIS
AMIS
SCMIS

Release Package

ISMS

Transition Planning and Support

Service Asset and Configuration Management
Change Management
Change Evaluation
Release and Deployment Management
Knowledge Management
Service Validation and Testing

CMS

CAB - Change Advisory Board

DML

Abbreviations:
SKMS Service Knowledge Management System
CMS Configuration Management System
CMDB Configuration Management Database
AMIS Availability Management Information System
ISMS Information Security Management System

CMIS Capacity Management Information System

KEDB Known Error Database
SCMIS Supplier & Contract Management
Information System
ITSCM IT Service Continuity Management

Requests for Change

Approval
Schedule
Reviewing Change Mgt Process

Service Design Package (Warranty)

ECAB - Emergency Change

Advisory Board

CMDBs
KEDB

CT

CONTRA

Service Metrics & Measurement

Wisdom

PROCESSES

Service Portfolio
Service Pipeline
Service Catalogue
Retired Services

Service Portfolio Management

Maturity level

FUNCTIONS

Strategy Management for IT Services

Service Reporting
OPERA
TIONA
L
LEVEL
AGRE
EMEN
TS
(OLA)

Business Requirements (Utility)

Assist Change Manager with

assessing emergency changes
Subset of CAB membership

For further details please contact us at:

W: www.ilxgroup.com T: +44 (0) 1270 611600

E: sales@ilxgroup.com
ISBN 978-0-9544884-4-4 Published Sept 2011.

ITIL is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. ILX Group plc.

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