ITIL V3 2011 Edition Processes

♥ CSI Approach • Strategy Management for IT Services

Continual Service • Service Portfolio Management
♥ PDCA Service Strategy • Demand Management
Cycle • Financial Management
Approach
Improvement Approach
• Business Relationship
• 7 Step Improvement Management

• Event Management • Design Coordination

® • Service Catalogue Management
• Incident Management ITIL Service • Service level management

AA
• Problem Management 2011 Design • Capacity management LINKED
• Request Fulfillment
Service • Availability management
• Access Management
Operation • IT service continuity management
• Information Security Management
FUNCTIONS
Service • Supplier Management
► Service Desk
► Technical Management Transition
► Application Management
► Operations Management
• Knowledge Management
A
Legend: • Service asset & configuration management
• Change management
• A Process • Release & deployment management
► A Function • Transition Planning & Support
♥ A Method • Service Validation and Testing
• Change Evaluation

Based on AXELOS ITIL® Service Lifecycle Suite 2nd Edition, 2011. Reproduced under licence from AXELOS
ITIL 4 – Architecture Overview
.
Overview of 34 ITIL Practices
 Service Design

Customer

4Ps of Design Service Availability

1. People
P P P P
2. Process E R R A
3. Products O O O R
4. Partners P C D T
L E U N
E S C E
S T R
S S
 Service Assets

Service Assets
Capability

1. People (Skillset) Value

What 2. Knowledge Coordinate Goods
! Utility 3. Organization Manage & Customer
(Fit for Purpose) 4. Function Deploy Services
5. Process

1. Availability
+ 1.
Resources

People
Customer’s
Service Assets
2. Capacity 2. Money
3. Security
Warranty
(Fit for Use) 3. Infrastructure
4. Continuity How! 4. Building
5. Facility
=

Value
(created)
 Service Strategy

REQUIREMENTS
Market, Business, Customer

Service Portfolio
(All Services)
SPM DESIGN

4Ps of Strategy SMIT Service

S Pipeline
(Purpose of SS) 1. Budgeting
MANDATORY
1. Perspectives Service FMITS 2. Accounting
Catalogue 3. Charging
2. Positions
3. Plans DM
Retired
4. Patterns Services
BRM
 Service Design
Service Strategy Service Design
1. Value creation
1. Input – Service
2. Broad
Requirements
Level Supplier Mgmt. IT Service
Requirement
• Utility
(SLR)
Continuity Mgmt.
• Warranty
• What Customer Service
3. Output – Service
Package :-
Wants! Level
2. Pre-cursor to SLA
Mgmt. Facility Mgmt.
• Core, Enabling
and Enhancing
is SLR. Customer
3. SLA – What
Services plus
Customer Needs
Service Level
Package (SLP) SLA

Design Process (8)

IT Service Provider
1. Design coordination OLA Underpinning 3rd
(Ops Level part contract
2. Service level mgmt. Agreement) (Service Level
3. Service catalogue mgmt. Agreement)

4. Supplier mgmt.
5. Availability mgmt.
Internal Supplier(s)
6. Capacity mgmt. If SLA includes
Org.
7. Information security mgmt. Recovery Site
8. IT service continuity mgmt.
 Service Transition
Service Strategy Service Design
K Transition Planning & Support
1. Value creation
2. Broad
1. Input – Service N
Level
Requirements Requirement O Service Validation & Testing
• Utility
• Warranty
(SLR)
• What Customer
W
3. Output – Servvice Wants! L Change Evaluation
Package:- 2. Output - Service
• Service Level Design Package
E
Package (SLP) (SDP) D • Change • Release planning
E assessment • Build & Test
Service Knowledge • Impact analysis • Deploy
Mgmt. System (SKMS) • Prioritization • Review & close
M • Authorization
G • Risk mgmt.
M Release & Deploy
CMS Change Mgmt.
T Mgmt.
Gatekeeper
Config. Config. model
D model Config. baseline PROTECT LIVE
I
K environment
CMDB CMDB W Service Asset (SA) & Configuration Mgmt.

Asset Mgt + Relationship

1. CMS – Config. Mgmt. System
KED DML 2. CMDB – Config. Mgmt. DB
B 3. KEDB – Known error DB Data Information Knowledge Wisdom
4. DML – Definitive media library
4 Phases of R&DM

Change management

Auth Auth Auth Auth

Auth
Auth
Auth
Authorize Post-
Authorize Authorize Authorize
deployment/ Implementation
release planning build and test ceck-in to DML
transfer/retirement review

Release and Release

deployment build and Review and
Deployment
planning test close

Deployment

Deployment

Change management authorization Deployment

Auth
 Service Operation
User New User

Problem Mgmt. Process

Services Services Services
Problem
SL SL SL

*
A A A If useful,
Functions Processes
IT Infrastructure + Apps Known Error
1. Service Desk 1. Incident Mgmt. can be raised Root cause
Data Center 2. Technical Mgmt. 2. Problem Mgmt. ANYTIME! +
3. Application Mgmt. 3. Request Fulfillment Workaround
Manage, Maintain,
Recovery Center •
Optimize apps.
4. Access Mgmt. Known
4. IT Ops Mgmt. 5. Event Mgmt. Error
IT Ops Control Database
•
• Facilities Mgmt.
Known Error

* Include
diagnostic list

Incident Problem Type of Events

1. Unplanned disruption 1. Cause of 1 or more 1. Informational
2. Reduced QoS incidents 2. Warning
3. Potential disruption 3. Exception
 Technology - SKMS
SKMS

Service portfolio

Pipeline Catalogue Retired

Service Service models

strategy DML CMS
Incidents
DML
Service design CMDB
packages Service requests
Financial
Release
data CMDB
plans Problems

SLAs CMDB Known errors

Demand
Deployment Changes
data
plans
ITSCM plans
Releases

Business Test plans

cases and reports
Technical Standard
AMIS operating
documentation Events
procedures
Policies and CMIS
plans SCMIS
SMIS Management Service CSI Improvement
reports reports register plans

Based on AXELOS ITIL® Service Lifecycle Suite 2nd Edition, 2011. Reproduced under licence from AXELOS
Value Stream Example
Value Stream Mapping – Current State
Scrum in a Nutshell
 Sequential vs. overlapping
development

Requirements Design Code Test

Rather than doing all of

one thing at a time...
...Scrum teams do a little
of everything all the time

Source: “The New New Product Development Game” by Takeuchi and

Nonaka. Harvard Business Review, January 1986.
Mountain Goat Software, LLC
Scrum roles and artifacts

Mountain Goat Software, LLC

 Kanban Boards

www.agileproductdesign.com/downloads/patton_kanban.ppt
18
Kanban Boards

19
 Kanban Boards

20
www.agileproductdesign.com/downloads/patton_kanban.pp t
 Kanban Boards

www.agileproductdesign.com/downloads/patton_kanban.ppt

21
 Kanban Boards

www.agileproductdesign.com/downloads/patton_kanban.ppt

22
Explode large process steps into tasks to improve visibility

When a feature or work item is large:

– Takes longer than a couple days to complete
– Requires that multiple people collaborate on its completion
Breakdown those steps into cards to track independently

Feature to Tasks in Tasks Feature

develop Tasks in queue progress complete complete

23
www.agileproductdesign.com/downloads/patton_kanban.ppt
 Kanban Board with Task Decomposition

www.agileproductdesign.com/downloads/patton_kanban.pp t 24
Continuous Integration, Continuous Delivery and Deployment

25