ITIL Framework

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ITIL Framework by Mind Map: ITIL Framework

1. Service Strategy

1.1. Strategy Management for IT Services

1.1.1. Sub-Processes Strategic Service Assessment Service Strategy Definition Service Strategy Execution

1.1.2. Definitions Business Planning Information Service Strategy Plan Strategic Action Plan Strategic Service Assessment

1.1.3. Roles | Responsibility Service Strategy Manager - Process Owner IT Steering Group (ISG)

1.2. Service Portfolio Management

1.2.1. Sub-Processes Define and Analyze new or changed Services Approve new or changed Services Service Portfolio Review

1.2.2. Definitions Change Proposal Service Charter Service Model Service Portfolio Service Portfolio Review Report

1.2.3. Roles | Responsibility Service Portfolio Manager - Process Owner IT Steering Group (ISG)

1.3. Financial Management for IT Services

1.3.1. Sub-Processes Financial Management Support Financial Planning Financial Analysis and Reporting Service Invoicing

1.3.2. Definitions Budget Request Budget Allocation Cost Data for Service Provisioning Financial Analysis Financial Data Categories Indirect Cost Allocation Table Invoice IT Budget

1.3.3. Roles | Responsibility Financial Manager - Process Owner

1.4. Demand Management

1.4.1. Sub-Processes No sub-processes are specified for ITIL Demand Management.

1.4.2. Definitions Pattern of Business Activity (PBA)

1.4.3. Roles | Responsibility Demand Manager - Process Owner

1.5. Business Relationship Management

1.5.1. Sub-Processes Maintain Customer Relationships Identify Service Requirements Sign up Customers to Standard Services Customer Satisfaction Survey Handle Customer Complaints Monitor Customer Complaints

1.5.2. Definition Outline of Service Requirements Complaints and Compliments Complaints Log Customer Portfolio Customer Survey Questionaire Desired Service Outcomes Complaint Status Information

1.5.3. Role | Responsibility Business Relationship Manager - Process Owner Customer

2. Service Design

2.1. Design Coordination

2.1.1. Sub-Processes Design Coordination Support Service Design Planning Service Design Coordination and Monitoring Technical and Organizational Service Design Service Design Review and RFC Submission

2.1.2. Definitions Service Design Package (SDP) Service Design Policy

2.1.3. Roles | Responsibility Service Design Manager - Process Owner

2.2. Service Catalog Management

2.2.1. Sub-Processes No sub-processes are specified for Service Catalogue Management.

2.2.2. Definitions Required Modifications to Service Catalogue Service Catalogue

2.2.3. Roles | Responsibility Service Catalogue Manager - Process Owner

2.3. Service Level Management

2.3.1. Sub-Processes Service Level Monitoring and Reporting Identification of Service Requirements Agreements Sign-Off and Service Activation Maintenance of the SLM Framework

2.3.2. Definitions SLM Document Templates Operational Level Agreement (OLA) Outline of Service Requirements Service Acceptance Criteria (SAC) Service Level Agreement (SLA) Service Level Report Service Level Requirements (SLR) Customer Agreement Portfolio

2.3.3. Roles | Responsibility Service Level Manager - Process Owner Service Owner

2.4. Risk Management

2.4.1. Sub-Processes Risk Management Support Business Impact and Risk Analysis Assessment of Required Risk Mitigation Risk Monitoring

2.4.2. Definitions Business Impact and Risk Analysis Process and Asset Valuation Risk Management Policy Risk Register

2.4.3. Roles | Responsibility Risk Manager - Process Owner

2.5. Capacity Management

2.5.1. Sub-Processes Capacity Management Reporting Service Capacity Management Component Capacity Management Business Capacity Management

2.5.2. Definitions Capacity Management Information System Capacity Plan Capacity Report Event Filtering and Correlation Rules

2.5.3. Roles | Responsibility Capacity Manager - Process Owner

2.6. Availability Management

2.6.1. Sub-Processes Design Services for Availability Availability Testing Availability Monitoring and Reporting

2.6.2. Definitions Availability Design Guidelines Availability Guidelines for the Service Desk Availability Management Information System Availability Plan Availability / ITSCM / Security Testing Schedule Availability Report Event Filtering and Correlation Rules Maintenance Plan/ SOP Recovery Plan Technical/ Administration Manual Test Report

2.6.3. Roles | Responsibility Availability Manager - Process Owner

2.7. IT Service Continuity Management

2.7.1. Sub-Processes ITSCM Support Design Services for Continuity ITSCM Training and Testing ITSCM Review

2.7.2. Definitions Availability / ITSCM / Security Testing Schedule Disaster Recovery Invocation Guideline Index of Disaster-Relevant Information IT Service Continuity Report IT Service Continuity Plan IT Service Continuity Strategy Recovery Plan Test Report

2.7.3. Roles | Responsibility IT Service Continuity Manager - Process Owner

2.8. Information Security Management

2.8.1. Sub-Processes Security Testing Management of Security Incidents Security Review

2.8.2. Definitions Availability / ITSCM / Security Testing Schedule Event Filtering and Correlation Rules Information Security Policy Information Security Report Security Advisories Security Alert Security Management Information Systems (SMIS) Test Report Underpinning Information Security Policy

2.8.3. Roles | Responsibility Information Security Manager - Process Owner

2.9. Compliance Management

2.9.1. Sub-Processes No sub-processes are specified for ITIL Compliance Management.

2.9.2. Definitions Compliance Register Compliance Review Enterprise Policies and Regulations

2.9.3. Roles | Responsibility Compliance Manager - Process Owner

2.10. Architecture Management

2.10.1. Sub-Processes No sub-processes are specified for ITIL Architecture Management.

2.10.2. Definitions Application Framework Change Request to Enterprise Architecture Enterprise Architecture (EA)

2.10.3. Roles | Responsibility Enterprise Architect - Process Owner

2.11. Supplier Management

2.11.1. Sub-Processes Providing the Supplier Management Framework Evaluation of new Suppliers and Contracts Establishing new Suppliers and Contracts Processing of Standard Orders Supplier and Contract Review Contract Renewal or Termination

2.11.2. Definitions Purchase Order Purchase Request Standard Terms and Conditions Supplier and Contract Management Information System (SCMIS) Supplier and Contract Review Meeting Minutes Supplier Evaluation Supplier Service Level Report Supplier Strategy Underpinning Contract (UC)

2.11.3. Roles | Responsibility Supplier Manager - Process Owner

3. Service Transition

3.1. Change Management

3.1.1. Sub-Processes Change Management Support Assessment of Change Proposals RFC Logging and Review Assessment and Implementation of Emergency Changes Change Assessment by the Change Manager Change Assessment by the CAB Change Scheduling and Build Authorization Change Deployment Authorization Minor Change Deployment Post Implementation Review and Change Closure

3.1.2. Definitions CAB Agenda Template Change Change Evaluation Report Change Management Policy Change Model Change Proposal Change Record Change Schedule Emergency Change Projected Service Outage (PSO) Request for Change (RFC) RFC Template

3.1.3. Roles | Responsibility Change Manager - Process Owner Change Advisory Board (CAB) Emergency Change Advisory Board (ECAB)

3.2. Change Evaluation

3.2.1. Sub-Processes Change Evaluation prior to Planning Change Evaluation prior to Build Change Evaluation prior to Deployment Change Evaluation after Deployment

3.2.2. Definitions Change Evaluation Report

3.2.3. Roles | Responsibility Change Manager - Process Owner

3.3. Project Management

3.3.1. Sub-Processes Project Initiation Project Planning and Coordination Project Control Project Reporting and Communication

3.3.2. Definitions Data for Project Plan Update Project Charter Project History Log Project Plan (Service Transition Plan) Project Portfolio Status Report

3.3.3. Roles | Responsibility Project Manager - Process Owner

3.4. Application Development

3.4.1. Sub-Processes No sub-processes are specified for ITIL Application Development.

3.4.2. Definitions User Manual Technical/ Administration Manual

3.4.3. Roles | Responsibility Application Developer - Process Owner

3.5. Release and Deployment Management

3.5.1. Sub-Processes Release Management Support Release Planning Release Build Release Deployment Early Life Support Release Closure

3.5.2. Definitions Development Work Order Installation Work Order Release Policy Release Release Record Release Unit

3.5.3. Roles | Responsibility Release Manager - Process Owner

3.6. Service Validation and Testing

3.6.1. Sub-Processes Test Model Definition Release Component Acquisition Release Test Service Acceptance Testing

3.6.2. Definitions Development/ Installation QA Documentation Test Model

3.6.3. Roles | Responsibility Test Manager - Process Owner Service User

3.7. Service Asset and Configuration Management

3.7.1. Sub-Processes Configuration Identification Configuration Control Configuration Verification and Audit

3.7.2. Definitions Change Request to CMS Structure CMS/ CMDB CMS Change Policy Configuration Audit Report Configuration Item (CI) Definitive Media Library (DML)

3.7.3. Roles | Responsibility Configuration Manager - Process Owner

3.8. Knowledge Management

3.8.1. Sub-Processes No sub-processes are specified for ITIL Knowledge Management.

3.8.2. Definitions Service Knowledge Management System (SKMS)

3.8.3. Roles | Responsibility Knowledge Manager - Process Owner

4. Service Operation

4.1. Event Management

4.1.1. Sub-Processes Maintenance of Event Monitoring Mechanisms and Rules Event Filtering and 1st Level Correlation 2nd Level Correlation and Response Selection Event Review and Closure

4.1.2. Definitions Event Event Categorization Scheme Event Filtering and Correlation Rules Event Record Event Trends and Patterns

4.1.3. Roles | Responsibility IT Operations Manager - Process Owner IT Operator

4.2. Incident Management

4.2.1. Sub-Processes Incident Management Support Incident Logging and Gategorization Immediate Incident Resolution by 1st Level Support Incident Resolution by 2nd Level Support Handling of Major Incidents Incident Monitoring and Escalation Incident Closure and Evaluation Pro-Active User Information Incident Management Reporting

4.2.2. Definitions Incident Incident Escalation Rules Incident Management Report Incident Model Incident Prioritization Guideline Incident Record Incident Status Information Major Incident Major Incident Review Notification of Service Failure Pro-Active User Information Status Inquiry Support Request User Escalation User FAQ

4.2.3. Roles | Responsibility Incident Manager - Process Owner 1st Level Support 2nd Level Support 3rd Level Support Major Incident Team

4.3. Request Fulfilment

4.3.1. Sub-Processes Request Fulfilment Support Request Logging and Categorization Request Model Execution Request Monitoring and Escalation Request Closure and Evaluation

4.3.2. Definitions Request for Service Service Request Model Service Request Record Service Request Status Information

4.3.3. Roles | Responsibility Incident Manager - Process Owner 1st Level Support Service Request Fulfilment Group

4.4. Access Management

4.4.1. Sub-Processes Maintenance of Catalogue of User Roles and Access Profiles Processing of User Access Requests

4.4.2. Definitions Access Rights Request for Access Rights User Identity Record User Identity Request User Role User Role Access Profile User Role Requirements

4.4.3. Roles | Responsibility Access Manager - Process Owner

4.5. Problem Management

4.5.1. Sub-Processes Proactive Problem Identification Problem Categorization and Prioritization Problem Diagnosis and Resolution Problem and Error Control Problem Closure and Evaluation Major Problem Review Problem Management Reporting

4.5.2. Definitions Known Error Known Error Database (KEDB) Problem Problem Management Report Problem Record Suggested new Know Error Suggested new Problem Suggested new Workaround Workaround

4.5.3. Roles | Responsibility Problem Manager - Process Owner

4.6. IT Operations Control

4.6.1. Sub-Processes No sub-processes are specified.

4.6.2. Definitions No definitions are specified.

4.6.3. Roles | Responsibility IT Operations Manager - Process Owner IT Operator

4.7. Facillities Management

4.7.1. No sub-processes are specified

4.7.2. No definitions are specified

4.7.3. Roles | Responsibility Facilities Manager - Process Owner

4.8. Application Managment

4.8.1. No sub-processes are specified

4.8.2. Definitions Skills Inventory

4.8.3. Roles | Responsibility Applications Analyst - Process Owner

4.9. Technical Management

4.9.1. No sub-processes are specified

4.9.2. No definitions are specified

4.9.3. Roles | Responsibility Technical Analyst - Process Owner

5. Continual Service Improvement (CSI)

5.1. Service Review

5.1.1. Sub-Processes No sub-processes are specified

5.1.2. Definitions Service Review Report Suggested Service Improvement

5.1.3. Roles | Responsibility CSI Manager - Process Owner

5.2. Process Evaluation

5.2.1. Sub-Processes Process Management Support Process Benchmarking Process Maturity Assessment Process Audit Process Control and Review

5.2.2. Definitions Change Request to Process Architecture KPI Target Value Process Architecture Process Assessment Guideline Process Design Process Evaluation Program Process Evaluation Report Process Metric (KPI) Seven-Step Improvement Guideline Suggested Process Improvement

5.2.3. Roles | Responsibility Process Architect - Process Owner Process Owner

5.3. Definition of CSI Initiatives

5.3.1. Sub-Processes No sub-processes are specified

5.3.2. Definitions CSI Register

5.3.3. Roles | Responsibility CSI Manager - Process Owner

5.4. Monitoring of CSI Initiatives

5.4.1. Sub-Processes No sub-processes are specified

5.4.2. Definitions No definitions are specified

5.4.3. Roles | Responsibility CSI Manager - Process Owner