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The ITIL® Service Lifecycle At-A-Glance

Continual Service
Manages improvements to IT Services and
Improvement (CSI)
processes across the Service Lifecycle

• 7-Step Improvement Process


• Deming Cycle Service Design (SD)
• Critical Success Factors (CSFs) Designs IT Services to meet current
• Key Performance Indicators (KPIs) and future business needs
• Metrics Service • Design Coordination
Strategy (SS) • Service Level Management
• Service Catalog Management
• Supplier Management
Enables the overall strategy for IT Services • Availability Management
Delivers and manages IT Services
and IT Service Management (ITSM) • Capacity Management
to the business in accordance
• IT service Continuity Management
with Service Level Agreements
• Strategy Management for IT services • Information Security Management
• Service Portfolio Management
• Event Management
• Financial Management for IT services
• Incident Management
• Demand Management
• Problem Management Transitions new and changed IT
• Business Relationship Management
• Request Fulfillment Services into the operational
• Access Management Service environment and ensures they
Operation meet business needs
Service IT Operations
(SO)
Desk Management • Transition Planning & Support
Service • Service Asset & Configuration
Technical Application
Transition Management
Management Management
(ST) • Change Management
• Release & Deployment Management
• Change Evaluation
• Service Validation & Testing
• Knowledge Management
Service Knowledge Management System (SKMS)

Service Service Incident Request Problem Known Change Release CMDB CMDB CMDB
CMS
Portfolio Catalog Records Records Records Errors Records Records 1 2 3

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
Copyright © AXELOS Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved. (Figure 1.1 ITIL® Service Strategy 2011)
Establishes the overall strategy for IT Service Strategy (SS)
Services and IT Service Management

Strategy Management For IT Services


Describes how the service provider enables the organization to achieve business outcomes
through the right mix of services and effective/efficient service management
Strategies
Requirements SS Policies
Chartered Services

Service Portfolio Management


Ensures the right mix of service investment to achieve business outcomes and tracks the
investments and their return. Ensures services are well defined and linked
to business outcomes

Financial Management For IT Services


Secures the right level of service funding, oversight to avoid overcommitting to services and
strikes right balance between cost and quality and supply and demand

Demand Management
Understands and anticipates patterns of business activity that influence demand for IT
services and works with Capacity Management to ensure sufficient capacity to meet demand

Business Relationship Management


Establishes the relationship between the service provider and the business by understanding
business needs and how the business needs can be met today and in the future
Design of appropriate and innovative Service Design (SD)
IT Services, including their
architectures, processes, policies and
documentation, to meet current and
future agreed business requirements Design Coordination Availability Management
Ensure the goals and objectives of the Ensure the level of service availability
Service Design stage are met by providing delivered in all services meets the current
and maintaining a single point of and future business needs and agreed
coordination and control for design service levels in a cost-effective
Strategies
Service Design activities and processes and timely manner
Policies SD Packages (SDP)
Chartered Services

Supplier Management Capacity Management


Ensure the capacity of IT services and IT
Manage suppliers so they provide seamless
infrastructure meets agreed current and
quality of IT service to the business,
future capacity and performance
ensuring that value for money is obtained
requirements in a cost-effective
and contractual agreements are met
and timely manner

Service Catalog Management IT Service Continuity Management


Support the overall Business Continuity
Ensure that an accurate and accessible
Management process by managing
Service Catalog is produced and
potential IT service risks to ensure the IT
maintained containing information on all
service provider can always provide
operational services and those
minimum agreed business continuity-
in the pipeline
related service levels

Information Security Management Service Level Management


Align IT security with business security and Ensure that an agreed level of IT service is
ensure that confidentiality, integrity and provided for all current IT services and that
availability of IT assets and services always future services are delivered to
meets agreed needs of the business achievable targets
Guidance for the development and Service Transition (ST)
improvement of capabilities for
transitioning new and changed services
into operation
Release & Deployment
Service Asset & Configuration
Management
Management
Plan, schedule and control the building,
Ensure the assets required to deliver testing and deployment of releases and
services are properly controlled and that deliver new functionality required by the
accurate and reliable information about business while protecting the integrity of
Service Design New or Changed those assets is available as needed
Packages (SDP) ST Services existing services

Change Management Transition Planning & Support


Control the lifecycle of all changes, Provide overall planning for service
enabling beneficial changes to be made transitions and coordinate the
with minimum disruption to IT services resources they require

Change Evaluation Knowledge Management


Provide a consistent and standard means
Share perspectives, ideas, experience and
of determining the performance of a
information so that all are available in the
service change and its impact on the
right place, at the right time to enable
business, services and infrastructure,
informed decisions and improve efficiency
then assess the performance of the
by avoiding rediscovery
change against predictions

Service Validation & Testing


Ensure that a new or changed IT service
matches its design specification and will
meet the needs of the business
Focuses on the activities required to Service Operation (SO)
operate the services and maintain their
functionality as defined in the Service
Level Agreements
Access Management Request Fulfillment
Provides the right for users to be able to Responsible for managing the lifecycle of
use a service or group of services all service requests
Operational
New or Changed Services with
Services SO agreed UTILITY
and WARRANTY

Event Management Incident Management


Manage events throughout their lifecycle Restore the IT service to normal operation
including event detection, making sense as quickly as possible in an effort to
of them, and determining the appropriate minimize the adverse impact on
control action business operations

Problem Management
Minimize the impact of Incidents and
Problems on the business caused by
errors in IT infrastructure and prevent
recurrence of incidents related
to the errors

Service Desk Functions

IT Operations Management
Service Desk Operations Control
Facilities Management

Technical Management Application Management


Manages improvements to IT Services Continual Service Improvement (CSI)
and processes across the Service
Lifecycle
Business vision, mission,
What is the vision?
goals and objectives

Where are we now? Baseline assessments

How do we
keep the Where do we want to be? Measurable targets
momentum
going?
Service and process
How do we get there?
improvement

Did we get there? Measurements and metrics

The 7-Step Improvement Process

Copyright © Axelos Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved.
(Figure 3.4 ITIL® Continual Service Improvement 2011)
Service Portfolio

Service Service Retired


Pipeline Catalog Services

Configuration Management System


(CMS)

Supplier &
Contract Customer Configuration
Customer Application Project
Management Agreement Management
Portfolio Portfolio Portfolio
Information Portfolio Database
System (CMDB)

Copyright © AXELOS Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved. (Figure 4.14 ITIL® Service Strategy 2011)

Service Knowledge Management System (SKMS)

Service Service Incident Request Problem Known Change Release CMDB CMDB CMDB
CMS
Portfolio Catalog Records Records Records Errors Records Records 1 2 3

Copyright © AXELOS Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved. (Figure 1.1 ITIL® Service Strategy 2011)