itil-at-a-glance-v2

AT A GLANCE ITIL® is a registered trademark of AXELOS Ltd. © 2015 ITSM Zone unless otherwise stated. LIFECYCLE PHASE OBJECTIVES KEY CONCEPTS OUTPUTS & DOCUMENTS GENERIC ROLES: SERVICE OWNER PROCESS OWNER PROCESS MANAGER PROCESS PRACTITIONER SEE OUR CORPORATE PACKAGES GET MORE FREE DOWNLOADS MODELS PROCESSES – Identify strategy, services, customers – Exploit opportunities – Understand assets – Service models – Business Impact Analysis – User Profile – Patterns of business activity – Service Packages – Service Level Packages – Customers – Service economics – Sourcing – Kano Model – 4 Ps – Change models – Test models – Incident models – Request models – Problem models – Plan Do Check Act – CSI Approach – Design effective services – Design for current and furture needs – Minimise rework – Service Design Packages – Service Acceptance Criteria – Architectures – SLAs and OLAs – Supplier Management Information System – 5 Major Aspects – Holistic design – Balanced design – Constraints – Design Coordination – Service Catalogue Management – Service Level Management – Capacity Management – IT Service Continuity Management – Information Security Management – Supplier Management – Transition Planning and Support – Change Management – Service Asset and Configuration Management – Release and Deployment Management – Service Validation and Testing – Change Evaluation – Knowledge Management – Incident Management – Problem Management – Access Management – Request Fulfilment – Event Management Functions – Service Desk – Application Management – Technical Management – IT Operations Management – 7 Step Improvement Process – Service Portfolio Management – Financial Management – Strategy Management for IT Services – Demand Management – Business Relationship Management – Plan and manage change – Manage service risk – Deploy services – Set expectations – Ensure value – Provide knowledge – CMS – SKMS – DML and definitive spares – Change schedule – Service Transition Polices – Emotional impact – Organisational change – Maintain business satisfaction – Manage outages – Maintain access to services – Standard Operating Procedures – Technical documents – Training material – Service optimisation – Balance in operations – Operational health – Provide good service – Common activities – Improve services – Improve cost effectiveness – Meet changing business needs – Quality Management – CSI Register – Measurement – Baselines – Service Assessment – Governance – Return on Investment flum www

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ITIL At a Glance V2

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AT A GLANCEITIL is a registered trademark of AXELOS Ltd. 2015 ITSM Zone unless otherwise stated. LIFECYCLEPHASEOBJECTIVESKEYCONCEPTSOUTPUTS &DOCUMENTSGENERIC ROLES: SERVICE OWNER PROCESS OWNER PROCESS MANAGER PROCESS PRACTITIONERSEE OUR CORPORATE PACKAGES GET MORE FREE DOWNLOADSMODELSPROCESSESIdentify strategy, services, customersExploit opportunitiesUnderstand assetsService modelsBusiness Impact AnalysisUser ProlePatterns of business activityService PackagesService Level PackagesCustomersService economicsSourcingKano Model4 PsChange modelsTest modelsIncident modelsRequest modelsProblem modelsPlan Do Check ActCSI ApproachDesign efective servicesDesign for current and furture needsMinimise reworkService Design PackagesService Acceptance CriteriaArchitecturesSLAs and OLAsSupplier Management Information System5 Major AspectsHolistic designBalanced designConstraintsDesign CoordinationService Catalogue ManagementService Level ManagementCapacity ManagementIT Service Continuity ManagementInformation Security ManagementSupplier ManagementTransition Planning and SupportChange ManagementService Asset and Conguration ManagementRelease and Deployment ManagementService Validation and TestingChange EvaluationKnowledge ManagementIncident ManagementProblem ManagementAccess ManagementRequest FullmentEvent ManagementFunctionsService DeskApplication ManagementTechnical ManagementIT Operations Management7 Step Improvement Process Service Portfolio ManagementFinancial ManagementStrategy Management for IT ServicesDemand ManagementBusiness Relationship ManagementPlan and manage changeManage service riskDeploy servicesSet expectationsEnsure valueProvide knowledgeCMSSKMSDML and denitive sparesChange scheduleService Transition PolicesEmotional impactOrganisational changeMaintain business satisfactionManage outagesMaintain access to servicesStandard Operating ProceduresTechnical documentsTraining materialService optimisationBalance in operationsOperational healthProvide good serviceCommon activitiesImprove servicesImprove cost efectivenessMeet changing business needsQuality ManagementCSI RegisterMeasurementBaselinesService AssessmentGovernanceReturn on Investmentflumwww

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