IT Quality Assurance

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ITIL-Wallchart-2014-LRes.pdf

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Management Information Review & Trend Reporting

Service Reviews & Improvement Planning

ROI & Value Reviews & Business Alignment Planning

Process Review & Maturity Reporting (Compliance) CONTINUAL SERVICE IMPROVEMENT

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Service Improvement

Proposals

Security Policy

Monitoring Tools

Customer Satisfaction Survey

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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

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Logging

Categorisation

Prioritisation

Diagnosis & Escalation

Resolution & Recovery

Incident Management

Closure

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Request Model Selection Workflow

Automation

Fulfilment

Closure

Request Fulfilment

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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

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Orders

Projects

RFCs

Validation &Test Plans

Remediation Plans

Release Package

Spares Store

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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

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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

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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.