Professional Documents
Culture Documents
Itil Process Model Uk
Itil Process Model Uk
®
Business Requirements (Utility)
SERVICE STRATEGY
CT
SERVICE OPERATION Service Reporting Service Metrics & Measurement CONTRA Underpinning
OPERA
TIONA
LEVEL
L Agreements
FUNCTIONS
AGRE
EMEN
TS Contracts
CONTINUAL SERVICE IMPROVEMENT
(OLA)
• Service Desk
- Local Continual quality control and consolidation
Maturity level
Act - New actions
•
ACT PLAN
- Follow the sun
• Models and CHECK DO Design Coordination
• Operations Management Techniques
Business IT
alignment
• Service Catalogue Management
- IT Operations Control Effective quality
Process &
Business vision, mission, for improvement measure
Warranty Processes
PROCESSES
What is the vision? Apply
• Vision • Business need
• Availability Management
goals and objectives
• Strategy • Tactical goals
Technical • Operational goals 3. Gather the data
Process
• Event Management Metrics Where are we now? Baseline assessments
7. Implement
• Who? How? When?
• Criteria to evaluate
integrity of data Metrics • Capacity Management
- Information
improvement • Operational goals
• Service measurement • ITSCM
• Information Security Management
How do we keep Where do we
the momentum Measurable targets
want to be?
- Alerts going? 6. Present and use the
information
• Assessment summary
• Action plans
- Warning How do we get there?
Service and process
improvement • Etc.
- Exception Measurements
5. Analyse the
information and data
4. Process the data
• Frequency?
• Trends? • Format?
•
Did we get there?
Incident Management and metrics • Targets?
• Improvements required?
• Tools and systems?
• Accuracy?
•
Knowledge Information
Request Fulfilment
• Problem Management
- Proactive
Process Metrics
- Reactive
• Access Management
ITIL® is a registered trade mark of AXELOS Limited. Copyright © AXELOS Limited 2011. Reproduced under licence from AXELOS. © ILX Group plc. Based on AXELOS ITIL® material.