ITIL V3 PROCESS MODEL

SERVICE STRATEGY
Definition of Business Service Requirements

Long Term Business Objectives

SERV

ICE
LEVEL
AGRE
EMEN
TS
(SLA)

THE BUSINESS

Business Requirements (Utility)

Determination of Market Space, IT Policies and Strategies

Service Pipeline

Specification of Service Portfolio

Service Catalogue

Demand Management

Retired Services

Financial Management

SERVICE OPERATION

EXTERNAL SUPPLIERS
CT

CONTRA
Service Metrics Recommendations

FUNCTIONS

OPERA
TIONA
L
LEVEL
AGRE
EMEN
TS
(OLA)

Service Desk

CONTINUAL SERVICE IMPROVEMENT

Underpinning
Contracts (UC)

SERVICE DESIGN

Operations Management
- Operations Control

Service Level Management

- Service Catalogue Management

- Facilities Management
Technical Management

- Supplier Management

Applications Management Lifecycle

PROCESSES

Development

Availability Management

Process &
Technical Metrics

Process
Metrics

Event Management
Incident Management

ACT

PLAN

CHECK

DO

Seven-Step Improvement Process

ITSCM
Capacity Management
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
SCD

CHANGE ADVISORY BOARD

Knowledge Management
Service Transition Package
(Release)

Release and Deployment Management

Service Design Package (Warranty)

Requests for Change Appraisal

Approval

CMS

Schedule
CMDBs
KEDB

DML

ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The swirl logo is a Trade Mark of the Office of Government Commerce.
ILX Group plc. Designed by Mark Haddad, Matt Bovill and Glyn Davies.

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

CMIS Capacity Management Information System

KEDB Known Error Database
SCD Supplier Contract Database
ITSCM IT Service Continuity Management

For further details please contact us at:

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

F: +44 (0)1270 628513 E: sales@ilxgroup.com
ILX Group plc. Registered in England & Wales No. 03525870.
Registered Office: One London Wall, London, EC2Y 5AB
ISBN 978-0-9544884-2-0 Published Nov 2007.

SERVICE STRATEGY MANAGER

Demand Management

Financial Management

SERVICE DESIGN MANAGER

Service Level Management

Service Catalogue Management

Supplier Management

Availability Management

IT Service Continuity Management

Capacity Management

Information Security Management

Transition Planning and Support

Change Management

Release and Deployment Mgt

Service Validation and Testing

Evaluation

Knowledge Management

SERVICE OPERATION MANAGER

Service Desk

Operations Management

Technical Management

Applications Management

Event Management

Incident Management

Request Fulfilment

Problem Management

Access Management

CSI MANAGER

7 Step Improvement Process

Service Reporting

Service Measurement

ROI for CSI

Business Questions for CSI

Develop and Maintain IT Strategy and Objectives

Develop and Maintain Service Portfolio:

Service Pipeline; Retired Services

Agree Budget /Forecast future requirements

Develop and Maintain Cost Model

Develop and Maintain Service Knowledge

Management System

Build and Maintain Service Catalogue

Negotiate and Document Service Level Agreements

Negotiate and Document Operational Level Agreements

Negotiate and Document Underpinning Contracts

Undertake Business Impact Analysis

Undertake Risk Analysis

Develop and Maintain Business Continuity Plan

Develop and Maintain IT Service Continuity Plan

Develop and Maintain Availability Plan

Develop and Maintain Capacity Plan

Develop and Maintain Information Security Policy

Build and Maintain Configuration Management System:

CMDB; CMIS; ISIS; SCD; KEDB

Create Request for Change Record Template

Develop and Maintain Standard Change Models

Develop and Maintain Release Policy

Create Release Record Template

Create Roll-out Plan Template

Create Training and Communication Plan Template

Create Release Build Plan Template

Create Back out Plan Template

Create Release Test Plan Template

Create Release Implementation Plan Template

Maintain and Develop DML Index

Create Incident Record Template

Create Event Record Template

Create Request Record Template

Create Problem Record Template

Create Known Error Record Template

Develop and Maintain Continuous

Service Improvement Programme (CSIP)

Develop and Maintain Customer Satisfaction Surveys

LEGEND

ACD
AM
AMIS

ASP

- Automatic Call Distribution

- Availability Management
- Availability Management
Information System
- Application Service Provider

B
BCM
BCM
BCP
BIA
BPO
BRM
BSI
BSM

- Business Capacity Management

- Business Continuity Management
- Business Continuity Plan
- Business Impact Analysis
- Business Process Outsourcing
- Business Relationship Manager
- British Standards Institution
- Business Service Management

C
CAB
- Change Advisory Board
CAB/EC - Change Advisory Board
Emergency Committee
CAPEX - Capital Expenditure
CCM
- Component Capacity Management
CFIA
- Component Failure Impact Analysis
CI
- Configuration Item
CMDB - Configuration Management
Database
CMIS
- Capacity Management Information
System
CMM
- Capability Maturity Model
CMMI - Capability Maturity Model
Integration
CMS
- Configuration Management System
COTS - Commercial off the Shelf
CSF
- Critical Success Factor
CSI
- Continual Service Improvement
CSIP
- Continual Service Improvement
Programme
CSP
- Core Service Package
CTI
- Computer Telephony Integration

D
DIKW

- Data-to-Information-to-Knowledge
-to-Wisdom

E
eSCM-CL - eSourcing Capability Model
for Client Organisations
eSCM-SP - eSourcing Capability Model
for Service Providers

F
FMEA
FTA

- Failure Modes and Effects Analysis

- Fault Tree Analysis

I
IRR
ISG
ISM
ISMS
ISO
ISP
IT
ITSCM
ITSM
ItSMF
IVR

- Internal Rate of Return

- IT Steering Group
- Information Security Management
- Information Security Management
System
- International Organisation for
Standardisation
- Internet Service Provider
- Information Technology
- IT Service Continuity Management
- IT Service Management
- IT Service Management Forum
- Interactive Voice Response

K
KE
KEDB
KPI

- Known Error
- Known Error Database
- Key Performance Indicator

MoR - Management of Risk

MTBF - Mean Time Between Failures
MTBSI - Mean Time Between Service Incidents
MTRS - Mean Time to Restore Service
MTTR - Mean Time to Repair

N
NPV

- Net Present Value

O
OGC
OLA
OPEX
OPSI

- Office of Government Commerce

- Operational Level Agreement
- Operational Expenditure
- Office of Public Sector Information

P
PBA
PFS
PIR
PSA

- Pattern of Business Activity

- Prerequisite for Success
- Post Implementation Review
- Projected Service Availability

Q
QA
- Quality Assurance
QMS - Quality Management System

R
RCA
RFC
ROI
RPO
RTO

- Root Cause Analysis

- Request for Change
- Return on Investment
- Recovery Point Objective
- Recovery Time Objective

S
SAC - Service Acceptance Criteria
SACM - Service Asset and Configuration
Management
SCD - Supplier and Contract Database
SCM - Service Capacity Management
SFA - Service Failure Analysis
SIP - Service Improvement Plan
SKMS - Service Knowledge Management
System
SLA - Service Level Agreement
SLM - Service Level Management
SLP - Service Level Package
SLR - Service Level Requirement
SMO - Service Maintenance Objective
SoC - Separation of Concerns
SOP - Standard Operating Procedures
SOR - Statement of Requirements
SPI - Service Provider Interface
SPM - Service Portfolio Management
SPO - Service Provisioning Optimisation
SPOF - Single Point of Failure

T
TCO
TCU
TO
TOR
TQM

- Total Cost of Ownership

- Total Cost of Utilisation
- Technical Observation
- Terms of Reference
- Total Quality Management

U
UC
UP

- Underpinning Contract
- User Profile

V
VBF
VOI

- Vital Business Function

- Value on Investment

W
WIP

- Work in Progress

L
LOS

- Line of Service

ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
ISBN 978-0-9544884-2-0 Published Jan 2008.

CONTINUAL SERVICE
IMPROVEMENT

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

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

SERVICE
OPERATION

Develop and Maintain Business Strategy and Objectives

For further details please contact us at:

USEFUL ITIL ACRONYMS

SERVICE
TRANSITION

SERVICE
DESIGN

Senior Business Management

SERVICE
STRATEGY

SERVICE TRANSITION MANAGER

ITIL SERVICE LIFECYCLE

PROCESS/RACI REFERENCE MATRIX

R = Process/Function Responsible
A = Process/Function Accountable
C = Process/Function Consulted
I = Process/Function Informed

DOCUMENT / ACTIVITY