ITIL V3 Lifecycle Overblik

AnalysereCSI Model Hvor vil vi gerne være? Value of Monitoring & Measuring Validate Hvordan kommer vi derhen? Kom vi derhen? Direct SD Intervene Act Check CSI 7 – Step improvement Gather the Data Process the Data Present & use analysed data Implement corrective action Evaluate SCD Maintenance OLA Contract Report Contract Performance Reports Capacity Management Sign Agreements Monitor & Report Supplier & Contract Policy Service review meetings SD Requirement Business Capacity Service Capacity Component Capacity Plan & Design Implement & Maintain Plan Report Capacity Tlf. 45 88 12 16 | www.sosforum.com SLA Report Capacity Plan SLA Report Plan CSI Service Improvement Plan Evaluation Report Evaluation ST Formål fra krav Service Strategy Definere Markedet Udvikle Strategiske Asset Output Risk Analysis Technical Management Risk Management Service Investment IT Operations Management Compliance Application Management Service Valuation Continual Service Improvement Accounting Plan $ Financial Plan Charter SD IT Service Continuity Requirement & Strategy Implement On going Operation IT Continuity Plan Plan Review Monitor & Meassure Availability Report Investigate Report Plan Availability Plan V3 Logning Categorization Impact Urgency Information Major Incident Procdure Action Incident Models Prioritization Functional Investigation Escalation & Diagnose Hierarchic Escalation Resolution & Recovery Data Report Close Metrics & Measurement CSI Problem SO Management Access SO Management Detection & Logning Requesting Access Request Fulfilment Standard Change Verification Request Models Logging & Tracking Menu Selection Financial Approval Other Approval Access Admin. Fulfilment SO Categorization Process Metrics Problem Models Prioritization Investigation & Diagnosis Resolution Service Metrics Technology Metrics Major Problem Known Errors Data Report Service Reporting CSI Closure Major Problem Review Business Views Closure Collate Overvågning & Drift Brugerhåndtering Ou t pu t Benchmarks/ CSI Baselines Closure Plan Business Availability Service Availability Component Availability ITIL Lifecycle Overblik ® Warnings Monitoring Implement Business Continuity Plan Exeptions Significance Availability Plan Availability Management Plan & Design Initiation Notification, Detection & Filter Providing Rights Requirement Identification & Logging Event SO Management Review Action Information Security Policy SD OpServ e r a ic e tio n Udrullet Service SO Incident Management Service Desk VCD Approve Production & Maintenance Interfaces & Dependencies CSI Support & drift information SO Return on Investment Analyse Service Portfolio S SO Functions Service Portfolio Management SS Define IT Service Management Opdateret SKMS Planning Confidence Strategy, Tactics & Operation SS ST SO & st g e , T e r in O g utpu By alid t V SS Risk Management Strategy & Technology Service Strategy SD Planlægning Financial SS Management Demand SS Management Pattern of Business Activity Resource & constraints Service Business Pipeline Catalogue Service Technical Calalogue Catalogue Retired Services CI Record Service Asset Knowledge Clean up & Closure Definitive Media Library (DML) Finance Politikker/ retningslinier Service Portfolio Verification/ Audit Ea Su rly pp Life or t Evaluate exit Criteria Plan Strategier Service Definition Review OLA/ Contracts Contract Test, Validation & Deployment Plans Service Catalogue SD Negotiate SLR Review Netværks- og kompetencehus SD Service Level Management Anbefaling: Wisdom CM CM DB DB Translate & Apply Support & Restore Analyse the Data Supplier Management Contract Admin. Deming Cycle What can be measured? Evaluation Information Security Policy Supplier Strategy & Policy Mgt. & Performance Plan What should be measured? Control Testing Knowledge Test doc. Implement CSI Justify Fastholdelse af niveau Business Security Policy Analyse: Knowledge Testresults, Config. Baseline & Testanalysis Information Security Maintain Do v1.6 © Westergaard Management. ITIL® is a Registered Trademark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logo TM is a Trade Mark of the Office of Government Commerce. Hvor er vi nu? Review & Closure Plan eriever u l a t Everna t Al Prepare testenvironment Udvikle servicetilbud Hvad er visionen? ffeg ka in ns n A Løs CSI SD Klassificering: Information CMS Status/ Accounting Måling & Rapportering Aktivitet Early Life Support Review & close RFC Change Deploy Records Records Plans & Reports Verify testplan & -design Verify Deployment O Str rg a an te iz g y at & io n SAC Co-ordinate Change impl. Indsamling: Data Service Transition Business Governance Control Knowledge ST Management Plan & Design Test Forberede eksekvering Transition Strategy & Plans Arkitektur Transfer, Deployment Release & Retirement Package Projected Service Outage (PSO) Identification Validation & Test Mgt. Build & Test Normal Emergency Change Standard Change Change Plan Standarder Change Models Service Service Packages Models Løsnings Design U L ø dv ik s n le in g Service Design Package (SDP) Aktivitet Change Schedule Designe Act Målemetoder Change Plan updates Administration Progres monitoring & reporting Plan Prepare: Build, Test & Remediation/ Deploy Backout Plan Authorize Change CAB / ECAB Advice t Aktivitet Assess & Evaluate Change Planning & Coordinating tp u Do Deming Cycle Review RFC Transition Strategy Processer Ou Plan Record RFC Planning & ST Support Prepare Transition Planning Validation & ST Testing Corporate Governance C o Imnti pr nua o l v emSe enrvic t e Funktion Release & Deployment ce r vi n Se esig D Koncept/ Metode ST Change ST Management ST IT Governance CSI Service Asset & Configuration ST Planning V-model ng ni w ul vie dr e U R & Proces Check CMDB Availability Management Information System Change Advisory Board Configuration Item Configuration Management DataBase Capacity Management Information System Continual Service Improvement Configuration Management System Emergency Change Advisory Board Information Security Management System Operational Level Agreement Request for Change Service Acceptance Criteria Supplier & Contract Database Service Design Service Knowledge Management System Service Level Agreement Service Level Requirements Service Operation Single Point of Contact Service Strategy Service Transition Variable Cost Dynamics ngsÆndyrriing st AMIS: CAB: CI: CMDB: CMIS: CSI: CMS: ECAB: ISMS: OLA: RFC: SAC: SCD: SD: SKMS: SLA: SLR: SO: SPOC: SS: ST: VCD: Con t Impinual S rov erv eme ice nt Events Incident Service Problem Known Records Request Records Errors Service, Drift & Support Rapporter Improvement Publish Report Improvement Reports Exception Report Status Report Status Reports Exception Reports CSI Konsulenthus Tlf. 45 88 44 23 | www.w-csm.com