ITIL V3 PROCESS MODEL

®
Business Requirements (Utility)
SERVICE STRATEGY

Long Term Business Objectives Definition of Business Service Requirements

Determination of Market Space, IT Policies and Strategies Service Pipeline

SERV
ICE
Specification of Service Portfolio Service Catalogue
LEVEL
AGRE
EMEN
(SLA)
TS Demand Management Retired Services
THE BUSINESS EXTERNAL SUPPLIERS
Financial Management

CT
SERVICE OPERATION CONTRA
Underpinning
Service Metrics Recommendations Contracts (UC)
FUNCTIONS OPERA
TIONA
L
LEVEL
Service Desk AGRE

CONTINUAL SERVICE IMPROVEMENT

EMEN
TS
(OLA)

Operations Management SERVICE DESIGN

- Operations Control
- Facilities Management Service Level Management
- Service Catalogue Management
Technical Management - Supplier Management

Applications Management Lifecycle Development Availability Management

PROCESSES Process & Process ITSCM

Technical Metrics Metrics
Event Management Capacity Management
ACT PLAN
Seven-Step Improvement Process
Incident Management
CHECK DO
Information Security Management

Deming Cycle & CSI Model

Request Fulfilment

Problem Management

Access Management
Process Metrics

Alerts, Warnings (Integrated Tool)

SERVICE TRANSITION
SKMS
Change Management
CMIS
Service Asset and Configuration Management

AMIS Knowledge Management CHANGE ADVISORY BOARD

SCD Service Transition Package Release and Deployment Management Requests for Change Appraisal
Service Design Package (Warranty)
(Release)
Approval
CMS
Schedule
CMDB’s
Abbreviations:
SKMS – Service Knowledge Management System CMIS – Capacity Management Information System
KEDB DML For further details please contact us at:
CMS – Configuration Management System KEDB – Known Error Database
CMDB – Configuration Management Database SCD – Supplier Contract Database W: www.ilxgroup.com T: +44 (0)1270 611600
AMIS – Availability Management Information System ITSCM – IT Service Continuity Management F: +44 (0)1270 628513 E: sales@ilxgroup.com
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. ILX Group plc. Registered in England & Wales No. 03525870.
The swirl logo™ is a Trade Mark of the Office of Government Commerce. Registered Office: One London Wall, London, EC2Y 5AB
© ILX Group plc. Designed by Mark Haddad, Matt Bovill and Glyn Davies. ISBN 978-0-9544884-4-4 Published Nov 2007.
ITIL® SERVICE LIFECYCLE SERVICE SERVICE SERVICE SERVICE CONTINUAL SERVICE
STRATEGY DESIGN TRANSITION OPERATION IMPROVEMENT
PROCESS/RACI REFERENCE MATRIX

SERVICE TRANSITION MANAGER

SERVICE OPERATION MANAGER

SERVICE STRATEGY MANAGER

IT Service Continuity Management

Information Security Management

Senior Business Management

Service Catalogue Management

Transition Planning and Support

For further details please contact us at:

SERVICE DESIGN MANAGER

Service Validation and Testing

Release and Deployment Mgt

7 Step Improvement Process

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

Business Questions for CSI

Service Level Management

Applications Management
Knowledge Management

Operations Management
F: +44 (0)1270 628513 E: sales@ilxgroup.com

Availability Management

Technical Management
Financial Management

Capacity Management
Demand Management

Problem Management
Supplier Management

Service Measurement
Incident Management
Change Management

Access Management
Event Management

Request Fulfilment

Service Reporting
LEGEND

CSI MANAGER
R = Process/Function Responsible

Service Desk

ROI for CSI

USEFUL ITIL ACRONYMS

Evaluation
A = Process/Function Accountable
C = Process/Function Consulted
A M
ACD - Automatic Call Distribution MoR - Management of Risk
I = Process/Function Informed
AM - Availability Management MTBF - Mean Time Between Failures DOCUMENT / ACTIVITY
AMIS - Availability Management MTBSI - Mean Time Between Service Incidents
Information System MTRS - Mean Time to Restore Service Develop and Maintain Business Strategy and Objectives A R C C C R C C C C C C C I I I I I I C I I I I I I I I I C C C C C C
ASP - Application Service Provider MTTR - Mean Time to Repair
B N Develop and Maintain IT Strategy and Objectives C A C C R C C C C C C C R I I I I I I R I I I I I I I I I C C C C C C
BCM - Business Capacity Management NPV - Net Present Value Develop and Maintain Service Portfolio: C A C C R R R R C C C C R R R R I I I R I I I I I I I I I C C C C C C
BCM - Business Continuity Management Service Pipeline; Retired Services
BCP - Business Continuity Plan O
Agree Budget /Forecast future requirements C R C A C C C C C C C C R C C C C C C C C C C C C C C C C C C C C C C
BIA - Business Impact Analysis OGC - Office of Government Commerce
BPO - Business Process Outsourcing OLA - Operational Level Agreement Develop and Maintain Cost Model
BRM - Business Relationship Manager OPEX - Operational Expenditure
C R C A C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C C
BSI - British Standards Institution OPSI - Office of Public Sector Information Develop and Maintain Service Knowledge
BSM - Business Service Management Management System C C C C A R R R R R R R R C C C C C R C C C C C C C C C C C C C C C C
P
C PBA - Pattern of Business Activity Build and Maintain Service Catalogue C C C C A R R R C C C C C C C C C C C C C C C C C C C C C C C C C C C
CAB - Change Advisory Board PFS - Prerequisite for Success
CAB/EC - Change Advisory Board PIR - Post Implementation Review Negotiate and Document Service Level Agreements R C C C A R R R C C C C C C C C C C C C C I I I I I I I I C C C C C C
Emergency Committee PSA - Projected Service Availability
CAPEX - Capital Expenditure Negotiate and Document Operational Level Agreements C C C C A R C I C C C C C C C C C C C C C R R R I I I I I C C C C C C
CCM - Component Capacity Management Q
CFIA - Component Failure Impact Analysis QA - Quality Assurance Negotiate and Document Underpinning Contracts C C C C A C C R C C C C C C C C C C C C C C C C I I I I I C C C C C C
CI - Configuration Item QMS - Quality Management System
CMDB - Configuration Management Undertake Business Impact Analysis R C C C A C C C R R R R C I I I I I I C C C C C I I I I I C C C C C C
Database R
CMIS - Capacity Management Information RCA - Root Cause Analysis Undertake Risk Analysis R C C C A R C C R R R R C C R R R R I C C R R R I I I I I C C C C C C
System RFC - Request for Change
CMM - Capability Maturity Model ROI - Return on Investment Develop and Maintain Business Continuity Plan A R C C R R R R R R R R C C C C C C C R R R R R I I I I I C C C C C C
CMMI - Capability Maturity Model RPO - Recovery Point Objective
Integration RTO - Recovery Time Objective Develop and Maintain IT Service Continuity Plan C C C C A C C C R R R R C C C C C C C C C C C C I I I I I C C C C C C
CMS - Configuration Management System
COTS - Commercial off the Shelf S
Develop and Maintain Availability Plan C C C C A C C C R R R R C C C C C C C C C C C C I I I I I C C C C C C
CSF - Critical Success Factor SAC - Service Acceptance Criteria
CSI - Continual Service Improvement SACM - Service Asset and Configuration
CSIP - Continual Service Improvement Develop and Maintain Capacity Plan C C C C A C C C C C R C C C C C C C C C C C C C I I I I I C C C C C C
Management
Programme SCD - Supplier and Contract Database
CSP - Core Service Package Develop and Maintain Information Security Policy C C C C A C C C C C C R C C C C C C C C C C C C I I I I I C C C C C C
SCM - Service Capacity Management
CTI - Computer Telephony Integration SFA - Service Failure Analysis Build and Maintain Configuration Management System:
SIP - Service Improvement Plan CMDB; CMIS; ISIS; SCD; KEDB C C C C C C C C C C C A R R R R R R R R R R R R C C C C C C C C C C C
D
SKMS - Service Knowledge Management
DIKW - Data-to-Information-to-Knowledge System Create Request for Change Record Template C I I I C C C C C C C C A C R C C C C I I I I I I I I I I C C C C C C
-to-Wisdom SLA - Service Level Agreement
Develop and Maintain Standard Change Models C I I I C C C C C C C C A C R R C C C I I I I I I I I I I C C C C C C
E SLM - Service Level Management
SLP - Service Level Package
eSCM-CL - eSourcing Capability Model Develop and Maintain Release Policy C I C I C C C C C C C C A C C R R R C I I C C C I I I I I C C C C C C
for Client Organisations SLR - Service Level Requirement
eSCM-SP - eSourcing Capability Model SMO - Service Maintenance Objective
for Service Providers SoC - Separation of Concerns Create Release Record Template I I I I I I I I I I I I A C C R R R C I I I I I I I I I I C C C C C C
SOP - Standard Operating Procedures
F SOR - Statement of Requirements Create Roll-out Plan Template I I I I I I I I I I I I A C C R R R C I I I I I I I I I I C C C C C C
FMEA - Failure Modes and Effects Analysis SPI - Service Provider Interface
FTA - Fault Tree Analysis SPM - Service Portfolio Management Create Training and Communication Plan Template C I I I I I I I I I I I A C C R R R C I I I I I I I I I I C C C C C C
SPO - Service Provisioning Optimisation
I SPOF - Single Point of Failure Create Release Build Plan Template C I I I I I I I I I I I A C C R R R C I I I I I I I I I I C C C C C C
IRR - Internal Rate of Return
ISG - IT Steering Group T Create Back out Plan Template C I I I I I I I I I I I A C C R R R C I I I I I I I I I I C C C C C C
ISM - Information Security Management TCO - Total Cost of Ownership
ISMS - Information Security Management TCU - Total Cost of Utilisation Create Release Test Plan Template C I I I I I I I I I I I A C C R R R C I I I I I I I I I I C C C C C C
System TO - Technical Observation
ISO - International Organisation for TOR - Terms of Reference Create Release Implementation Plan Template C I I I I I I I I I I I A C C R R R C I I I I I I I I I I C C C C C C
Standardisation TQM - Total Quality Management
ISP - Internet Service Provider
Maintain and Develop DML Index I I I I I I I I I I I I A C C R R R C I I I I I I I I I I C C C C C C
IT - Information Technology U
ITSCM - IT Service Continuity Management UC - Underpinning Contract I
Create Incident Record Template I I I I I I I I I I I I I I I I I I A R R R R C C C C C C C C C C C
ITSM - IT Service Management UP - User Profile
ItSMF - IT Service Management Forum
V Create Event Record Template I I I I I I I I I I I I I I I I I I I A R R R R C C C C C C C C C C C
IVR - Interactive Voice Response
VBF - Vital Business Function
K VOI - Value on Investment
Create Request Record Template I I I I I I I I I I I I I I I I I I I A R R R R C C C C C C C C C C C
KE - Known Error
KEDB - Known Error Database W Create Problem Record Template I I I I I I I I I I I I I I I I I I I A R R R R C C C C C C C C C C C
KPI - Key Performance Indicator WIP - Work in Progress
Create Known Error Record Template I I I I I I I I I I I I I I I I I I I A R R R R C C C C C C C C C C C
L
Develop and Maintain Continuous
LOS - Line of Service Service Improvement Programme (CSIP) C C C C R R R R C C C C R C C C C C C R R R R R C C C C C A R R R R R

® Develop and Maintain Customer Satisfaction Surveys R C C C R R R R C C C C R C C C C C C R R R R R C C C C C A R R R R R

ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ISBN 978-0-9544884-4-4 Published Jan 2008.
Version 1.1 - 090608