IT Quality Assurance
© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT Customer Satisfaction Surveys Communications Strategy& PlanService Reporting
Management Information Review & Trend Reporting
Service Reviews & Improvement Planning
ROI & Value Reviews & Business Alignment Planning
Process Review & Maturity Reporting (Compliance) CONTINUAL SERVICE IMPROVEMENT
© FOX IT© FOX IT© FOX IT Request Models
Service Improvement
Proposals
Security Policy
Monitoring Tools
Customer Satisfaction Survey
© FOX IT© FOX IT Known
Problem
Incident Records
Service Requests
SKMS Service
Catalogue
Problem Records
Known Errors
Alerts & Events
SKMS
SKMS
Roles & Groups
Known
Problem
Request Logging
Request Verification
Provide Access Rights
Restrict / Remove Access Rights
Maintain Roles & Groups
Access Management
© FOX IT Identification &
Logging
Categorisation
Prioritisation
Diagnosis & Escalation
Resolution & Recovery
Incident Management
Closure
© FOX ITService Desk© FOX IT Logging
Request Model Selection Workflow
Automation
Fulfilment
Closure
Request Fulfilment
© FOX IT© FOX ITSERVICE OPERATION© FOX IT Design & Event
Modelling System
Configuration
Service Monitoring
Response & Closure
Review
Event Management© FOX IT© FOX IT© FOX IT© FOX ITDetection & LoggingCategorisationPrioritisation
Analysis & Diagnosis
Resolution
Problem Management
Closure
Review
IT Operations Management
Technical Management Application
Management
Associated Functions
© FOX IT© FOX IT© FOX ITSelf Service© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT Work
Orders
Projects
RFCs
Validation &Test Plans
Remediation Plans
Release Package
Spares Store
Asset Store
Definitive Media LibrariesEvaluation
Report
CAB
Change Schedule
Discovery Tools© FOX IT© FOX ITSKMSCMDBsCMS SKMS
Known Errors
© FOX ITService Asset & Config. MgtPlanning & IdentificationControlStatus ReportingVerification & AuditHousekeepingLicence Management© FOX IT© FOX IT© FOX ITSERVICE TRANSITION© FOX IT© FOX IT© FOX IT© FOX ITChange ManagementRegistration & Categorisation
Assessment & Authorisation
Plan & Control
Schedule Changes
Measurement & Reporting
Emergency Change
Release & Deployment Mgt
Planning
Preparation
Build & Test Cycles
Pilot & Deployment
Retirement
Early Life Support
Release Review
Change Evaluation
Evaluation Plan
Evaluate Predicted Performance
Evaluate Actual Performance
Produce Evaluation Report
© FOX IT© FOX IT Service Validation
and Testing
Prepare Test Environments
Perform Tests
Produce Test Report
© FOX IT© FOX IT© FOX ITSKMS© FOX IT© FOX IT© FOX ITTransition Planning & SupportDevelop StrategyPreparationPlanning and CoordinatingLifecycle Management Knowledge
Management
Identify Knowledge
Approve
Populate SKMS
Maintain SKMS
© FOX IT SKMS
ISMS
SKMS
AMIS
SKMS
CMIS SKMS
Service
SCMIS
Catalogue
Performance Reporting
Performance Reporting
SLAs & OLAs
Projected Service Outage
Security Policy
Continuity Plans
Availability Plan
Policies Patterns of Business Activity
Capacity Plan
© FOX IT Service Catalogue
Management
Definition
Scoping
Policy
Update
Maintain
Availability Management
Requirements
Plan
Implement
Monitor
Report
Capacity Management
Review
Improve
New Requirements
Plan
Maintain
Business Impact Analysis
Determine Requirements
Develop Strategy
Develop Plans
Implement and Test
On-going Review
Invocation
IT Service Continuity Mgt
Information Security Mgt
Define Policy
Implement
Monitor
Analysis & Reporting
Availability CapacityAvailability Capacity
SERVICE DESIGNDesign Coordination
Define
Plan
Coordinate
Monitor / Manage
Review / Improve
Governance
SLAs & OLAsSLAs & OLAs
Service Level Management
Planning
Capture Service Requirements
Review / Update OLAs and UCs
Produce SLA
© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT Supplier
Management
Strategy
Policy
Evaluation
Contract
Performance
Risk Management
© FOX IT© FOX IT© FOX IT Patterns of Business Activity
Financial Plan
© FOX IT© FOX ITSKMSPortfolioService SKMS
Catalogue Service
© FOX IT Patterns of
SERVICE STRATEGY
© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT Business
Relationship Mgt
New Service Requirements
Complaints and Compliments
Customer Satisfaction
Service Review Meetings© FOX IT© FOX IT© FOX IT
Strategy Management
Strategic Assessment
Strategy Generation
Strategy Execution
Measure and Evaluate© FOX IT© FOX IT
Demand Management
Analyse Demand
Adjust Service to Meet Demand© FOX IT© FOX IT© FOX IT© FOX ITSKMS© FOX IT
Financial Management
Service Valuation
Funding
Compliance
Accounting, Budgeting and Charging
Return On Investment© FOX IT© FOX IT© FOX IT© FOX IT© FOX IT© FOX ITService Portfolio ManagementDefinitionAnalysisAuthorisationCharter
ITIL Wallchart Key processes and
components of ITIL® © 2014 Fox IT SM Ltd, Version 5.0
Telephone: 0333 202 1018 Email: [email protected]® is a registered trademark of AXELOS Limited.