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itil v3 new process maps

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CA SERVICE MANAGEMENT PROCESS MAPS Informed Decisions Fulfillment Approval (Financial, Compliance) Capture Info. Prevent and Eliminate Problems Record Resolve Monitor / Track Service Request (Incl. Self-Service) Access Request Verify Problem Control Known Errors Record Review/ Action Select Response Filter / Correlate Detect (Incl. Fault Detection) Raise Incident Investigate Diagnose Escalate Resolve/ Recover Work Around Restore Service Deliver Standardized Services Automate and Control Secure Service Access Error Control Executive Policy Provide Rights Transfer/ Disseminate Store Info. Demand Management Transform to Usable Knowledge Financial Management Service Portfolio Management D O C H E C K P L A N A C T Pr o bl e m Management Problem Management K nowl e d ge Mana gement Knowledge Management Access Management Access Management Request Fu lfillme nt Request Fulfillment I nci de nt Mana gement Incident Management Eve nt Management Event Management Request Fulfillment Request Fulfilment is the process of dealing with service requests from users. Objectives include: providing a channel for standard services; providing information on the availability of services; to source and deliver standard service components; provide general information. PROCESS ACTIVITIES PROCESS AUTOMATION Service request (incl. self-service) CA Service Desk Mgr; CA Service Catalog Record CA Service Catalog Approval CA Service Catalog Fulfillment CA Service Catalog; CA Service Desk Mgr; CA CMDB; CA IT Client Mgr; CA Identity Mgr Input: • Help desk call or self-service request • Configuration Management System (CMS) Output: • Request fulfilled (e.g. hardware dispatched, password reset) • User satisfaction reports Key Process Relationships and Integration Service Desk/Incident Management — as a central point for handling service requests Service Asset and Configuration Management — to update CMS with upgraded components Release Management — distribute software and hardware Incident Management Incident Management restores normal service operation as quickly as possible and mini- mizes the adverse impact on business operations. PROCESS ACTIVITIES PROCESS AUTOMATION Raise incident and record CA NSM; CA SPECTRUM; CA eHealth; CA Wily; CA Insight; CA Service Desk Mgr Investigate and diagnose (classify and prioritize) CA Service Desk Mgr; CA CMDB Escalate CA Service Desk Mgr Resolve / Recover (workaround) CA Service Desk Mgr; CA Data Center Automation Mgr; CA IT Client Mgr Input: • Incident details sourced from Service Desk, Networks, Operations and Security • Configuration details from CMDB • Response from incident matching against problems and known errors • Resolution details Output: • Resolved and closed incidents • Communication to end-users and customers and management reports Key Process Relationships and Integration Incident Management — supplies Problem Management with detailed incident records Service Level Management (SLM) — incidents and problems influence the quality of IT services provided by SLM Change Management — all solutions and workarounds are implemented via RFC Event Management Event management detects events, analyzes them and determines the correct Management action. It provides the entry point for the execution of many Service Operation processes and activities. PROCESS ACTIVITIES PROCESS AUTOMATION Detect (incl. fault detection) CA SPECTRUM; CA eHealth; CA NSM; CA Wily APM; CA Insight Filter and correlate CA SPECTRUM; CA eHealth; CA Wily APM; CA NSM; CA Security Command Center; CA CMDB Select response CA Service Desk Mgr; CA IT Client Mgr Review and action CA Service Desk Mgr; CA Data Center Automation Input: • Event triggers include: CI performance, completion of task or job, user access to application Output: • Request for Change • Updated CMDB Key Process Relationships and Integration Incident, Problem and Change Management — for events that represent a situation to be handled by appropriate responses Service Asset and Configuration Management — uses events to determine CI status Problem Management Problem Management is responsible for the control of the lifecycle of all problems. It’s primary objective is to prevent problems and incidents, eliminate repeating incidents and minimize the impact of incidents that cannot be prevented. PROCESS ACTIVITIES PROCESS AUTOMATION Problem control CA Service Desk Mgr; CA CMDB Error control CA Service Desk Mgr; CA CMDB Proactive problem management CA Service Desk Mgr; CA CMDB Management reporting and problem reviews CA Service Desk Mgr Input: • RFC’s from the Problem Management process or submitted independently • CMDB • Forward Schedule of Change (FSC) Output: • Updated Forward Schedule of Change • Filtered RFC’s and approved RFC’s • CAB minutes and action plans • Change Management reports Key Process Relationships and Integration Incident Management — supplies Problem Management with detailed incident records Service Asset and Configuration Management — uses the CMS to identify wrong CI’s and to determine the impact of problems and solutions Change Management — all solutions and workarounds are implemented via RFC Transition Planning and Support Transition Planning and Support include: planning and coordinating resources to ensure specifications for the service design are realized, and starting with the transition phase, identify, manage and limit risks that could interrupt the service. PROCESS ACTIVITIES PROCESS AUTOMATION Develop strategy CA Project Portfolio Management (PPM) Preparation and planning CA Service Desk Mgr; CA CMDB Knowledge transfer CA Service Desk Mgr; CA CMDB Monitor and report CA Service Desk Mgr Input: • Authorized Request For Change (RFC) • Service Design Package • Release package definition and design specification • Service acceptance criteria Output: • Transition strategy • Integrated set of service transition plans Key Process Relationships and Integration Change Management — implements all changes to services Service Asset and Configuration Management — Service configurations ready for transition Knowledge Management Knowledge Management improves the quality of the (management’s) decision making process by ensuring that reliable and secure information is available during the service lifecycle. PROCESS ACTIVITIES PROCESS AUTOMATION Capture information CA CMDB; CA Cohesion; CA SPECTRUM; CA eHealth; external systems (e.g. HRMS, ERP) Store information CA Service Desk Mgr (Knowledge Management); CA CMDB Transform to usable knowledge CA Service Desk Mgr; CA Service Catalog Transfer / disseminate CA Service Desk Mgr; CA IT Asset Mgr Input: • Front line support staff to capture knowledge • Documents, events and alerts Output: • Service Knowledge Management Base Key Process Relationships and Integration Incident Management — provide point of capture for everyday IT Service Management data. Problem Management — key users of collected knowledge Access Management Access management grants authorized users the right to use a service, while preventing access to non-authorized users. PROCESS ACTIVITIES PROCESS AUTOMATION Access request / verify CA Service Desk Mgr; CA Service Catalog; CA Single Sign-on Provide rights / execute policy CA Access Control; CA Identity Mgr; CA Federation Mgr; CA SiteMinder® Web Access Mgr; CA Directory Error control CA Security Command Center Monitor / track CA Security Compliance Mgr; CA Audit Input: • Security policies and guidelines • An RFC / service request • HR Management system requests Output: • Updated security access rights • Security reports Key Process Relationships and Integration Change Management — controls the actual request for service access Request Fulfillment — usually initiated through the service desk and providing self-service related functionality and workflow (e.g. employee on boarding, password resets) Service Design The Service Design process map provides guidance for designing and developing of services and service management processes, and covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Organizations should use guidance provided in Service Design to first review which elements of these pro- cesses they have in place, before trying to change and improve design capabilities for service management. Se rvic e Leve l Mana gement Service Level Management I T S e rv i c e Cont i nu i t y Mana gement IT Service Continuity Management Ca p acity Mana gement Capacity Management I nfo. Security Mana gement Info. Security Management Avai l a b i l ity Mana gement Availability Management S ervice Catalog Mana gement Service Catalog Management Demand Management Service Portfolio Management Financial Management Review and Audit Manage Security Incidents Optimize Availability Mitigate Risk Monitor Services Methods/ Techniques Document Service Definition Build Catalog Contents Business Service Views Technical Service Views Publish Live Services Report Achievements Manage Issues Catalog Operational Services Monitor Performance Design SLA Framework Revise SLAs / OLAs Meet Business Requirements Service Review Customer Satisfaction Determine Vulnerabilities Assess Risk Build Test Maintain Business Services Specify Continuity Requirements Monitor Demand Adjust and Tune Deliver Required Resources Analyze Test Proactive Management Analyze Performance Build Plan Forecast Requirements Set Security Controls Assess & Classify Assets Maintain Policy Model/Trend D O C H E C K P L A N A C T Prioritize Build Schedule Impact Analysis Execute (Emergency/ Standard) Schedule Change CAB Review Evaluation/ Decision RFC Analysis Categorize Planning Preparation Develop Strategy Preparation and Planning Knowledge Transfer Monitor and Report Manage Build/Release Financial Management Demand Management Service Portfolio Management Deploy Verify Perform Tests Validate & Verify Adopt Best Practices Ensure Release Value Report/ Closure Assure Quality Audit Status Reports Maintain Accurate Service Configurations Coordinate Resources Business Responsiveness Configuration Control Identify Configurations Manage and Plan D O C H E C K P L A N A C T Tr a ns i t io n Pl anning an d S u pp ort Transition Planning and Support Relea s e a n d De p loyment Management Release and Deployment Management Change Management Change Management S ervice Asset and Configuration Management Service Asset and Configuration Management S erv i ce Va li da ti o n a n d Testing Service Validation and Testing Change Management Change Management ensures that standardized methods and procedures are used for the efficient and prompt handling of all changes in order to minimize the impact of any related incident upon service. PROCESS ACTIVITIES PROCESS AUTOMATION Request For Change (RFC) analysis CA Service Desk Mgr; CA CMDB Prioritize and categorize CA Service Desk Mgr; CA CMDB; CA Clarity Demand/Portfolio Mgr Build schedule and impact analysis CA Service Desk Mgr Evaluation/Decision by Change Advisory Board (CAB) CA Service Desk Mgr Schedule change CA Service Desk Mgr Input: • RFC’s from the Problem Management process or submitted independently • CMDB • Forward Schedule of Change (FSC) Output: • Updated Forward Schedule of Change • Filtered RFC’s and approved RFC’s • CAB minutes and action plans Key Process Relationships and Integration Incident Management — RFC to reduce effects of incidents Problem Management — RFC to reduce effects of solutions or workarounds Release and Deployment Management — development and distribution of a new set of software applications or hardware via RFC. Service Asset and Configuration Management Service Asset and Configuration Management provides a logical model of the IT Infrastructure . In this model the IT services are related to the different IT components needed to supply these service. PROCESS ACTIVITIES PROCESS AUTOMATION Manage and plan CA CMDB; CA Cohesion Identify configurations CA CMDB; CA Cohesion; CA Data Center Automation Configuration control CA Service Desk Mgr; CA Software Change Mgr; CA IT Client Mgr Status reports and audit CA Service Desk Mgr; CA Software Compliance Mgr Input: • RFC’s • Updates to Configuration Item’s (CI) and new assets Output: • Updated Configuration Management System (CMS) Key Process Relationships and Integration Change Management — for business impact analysis Financial Management — for costs, depreciation, maintenance and repairs Availability Management — to help determine points-of-failure Service Validation and Testing Service Validation and Testing provides services that add value to customers and their business. PROCESS ACTIVITIES PROCESS AUTOMATION Adopt best practices CA Service Desk Mgr; CA Software Change Mgr Validate and verify CA Service Desk Mgr; CA CMDB; CA Software Change Mgr Perform tests CA Service Desk Mgr; CA CMDB; CA IT Client Mgr Reporting CA Service Desk Mgr; CA CMDB Input: • Service level package • Service design package • Release and deployment package • Acceptance criteria / RFC’s Output: • Configuration baselines • Testing results and analysis • Incidents, problems and errors • Information and knowledge Key Process Relationships and Integration Incident and Problem Management — managing issues arsing from service testing Service Asset and Configuration Management — captures testing configuration baselines and incorporates in CMS Release and Deployment Management Release and Deployment Management is to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to hand over to service operations. PROCESS ACTIVITIES PROCESS AUTOMATION Planning and preparation CA Software Change Mgr Manage build / release CA Software Change Mgr; CA CMDB Deploy CA Software Change Mgr; CA IT Asset Mgr; CA Data Center Automation Mgr Verify CA Service Desk Mgr; CA SPECTRUM; CA NSM; CA eHealth; CA Wily APM Input: • Authorized RFC • Service Package including service model • Procurement plans, standards and catalogs • Build models; release policy Output: • Release and deployment plans • Updated service catalog • New tested service capability Key Process Relationships and Integration Change Management — initiates process by providing an authorized RFC Service Asset and Configuration Management — throughout the deployment process updates CI status and the CMS Knowledge Management / Service Desk — known error information of changed service captured in SKMS and made available to Service Desk Service Catalog Management Service Catalog Management is the development and upkeep of a service catalog that contains all accurate details, the status, possible interactions and mutual dependencies of all current services and those being prepared to run operationally. PROCESS ACTIVITIES PROCESS AUTOMATION Service portfolio management CA Clarity Build catalog contents CA Service Catalog Business service views CA Clarity PPM; CA CMDB Technical service views CA CMDB; CA Cohesion; CA IT Client Mg Publish live services CA Service Catalog Input: • Business and IT strategy and plans • Business impact analysis • Service portfolio • CMS Output: • Documentation and agreement of a “definition of the service” • Updated service portfolio and catalog Key Process Relationships and Integration Service Portfolio Management — to agree Contents of portfolio & catalog ITSCM — business dependencies and processes Service Asset and Configuration Management — service dependencies, components and CI’s Service Level Management — business alignment Availability Management Availability Management ensures that the level of service availability delivered in all services is matched to or exceeds the current and future the agreed needs of the business in a cost effective manner. PROCESS ACTIVITIES PROCESS AUTOMATION Monitor services CA NSM; CA SPECTRUM; CA eHealth; CA Insight Database Performance Methods and techniques CA Service Desk Mgr; CA CMDB Analyse and test CA Wily APM; CA Service Metric Analysis; Proactive management CA Service Desk Mgr; CA Access Control; CA Data Center Automation Input: • Business availability requirements, risk and impact analysis • Service information from service portfolio, service catalog and SLM processes Output: • Availability improvement plans • Availability/recovery design criteria • Report on achieved availability, reliability and maintainability Key Process Relationships and Integration Service Asset and Configuration Management — uses the CMS to identify wrong CI’s and to determine the impact of problems and solutions. Service Level Management — assists SLM in determining the availability objectives. Capacity Management — supplies infor- mation on changes in capacity that effects availability. Service Level Management Service Level Management ensures that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets. PROCESS ACTIVITIES PROCESS AUTOMATION Design SLA framework CA Service Catalog; CA Service Desk Mgr Monitor performance and customer satisfaction CA NSM; CA SPECTRUM; CA eHealth; CA Wily APM; CA Access Control; Service review and revise SLAs and Operational Level Agreements (OLA) CA NSM; CA SPECTRUM; CA Wily APM; CA Software Compliance Mgr Monitor issues CA Service Metric Analysis Report achievements CA Service Desk Mgr; CA Service Metric Analysis Input: • Business requirements • Change information • Configuration Management System Output: • Reports demonstrating performance against SLA • Service quality and performance improvement plans Key Process Relationships and Integration Change Management — SLA can define agreements for responding to change. IT Service Continuity Management — minimum required service levels in case of an emergency. Financial Management — supplies cost associated with providing a service together with charging methods. Capacity Management Capacity Management ensures that cost-justifiable IT capacity in all areas of IT always exist and is matched to the current and future agreed needs of the business in a timely manner. PROCESS ACTIVITIES PROCESS AUTOMATION Monitor Demand CA NSM; CA IT Asset Mgr; CA Storage Resource Mgr (SRM) Build plan CA Clarity Service Management and Resource Management Analyze performance CA Service Metric Analysis Forecast Requirements CA Performance Management; CA SRM Model, trend, adjust and tune CA Service Desk Mgr; CA CMDB Input: • Inform Capacity Management about incidents due to capacity problems • Business capacity requirements • Component performance and capacity information Output: • Capacity plan • Workload analysis and reports Key Process Relationships and Integration Incident and Problem Management — provides details to diagnose or resolve capacity problems Service Level Management — advises SLM on the feasibility of service levels Availability Management — Output of activities is use for Capacity planning Information Security Management Information Security Management ensures the alignment of IT and business security and that information security is managed effectively in all services and service management activities. PROCESS ACTIVITIES PROCESS AUTOMATION Maintain policy CA Access Control; CA Identity Mgr; CA Orchestria DLP Assess and classify assets CA Policy and Configuration Mgr Set security controls CA Access Control; CA GRC Mgr Manage security incidents CA Security Command Center; CA Service Desk Mgr Review and audit CA Audit; CA Network Forensics Input: • Business strategy, security policies, and • IT and service information • Risk analysis, events and SLA breaches Output: • Information security management policy • Revised security risk assessment • Security controls, audits and reports Key Process Relationships and Integration Incident and Problem Management — details to diagnose and resolve security issues ITSCM — reviewing impact of business risk Service Level Management — security requirements in SLR’s and SLA’s Change Management — determining the possible impact of changes on security IT Service Continuity Management IT Service Continuity Management (ITSCM) assures and supports overall Business Continuity Management by ensuring that the required IT technical and service facili- ties can be recovered within required and agreed upon business time-frames. PROCESS ACTIVITIES PROCESS AUTOMATION Determine vulnerabilities CA NSM; CA SPECTRUM; CA eHealth; CA Wily APM; CA IT Asset Mgr; CA Storage Resource Mgr (SRM) Assess risk CA Service Catalog; CA CMDB Build CA SRM; CA ARCserve Backup Option; CA High Availability Test CA Service Desk Mgr; CA CMDB; CA SRM; CA ARCserve Backup Option Input: • Business impact analysis • Risk and vulnerability assessments • Business continuity strategy and plan Output: • Continuity plan • Recovery plans • Risk reduction plans Key Process Relationships and Integration Incident Management — provides historical details or statistics on IT service deficiencies Change Management — ensures currency and accuracy of the IT continuity plans Service Level Management — provides critical information about IT service obligations Service Transition The Service Transition process map shows the processes associated with developing and improving capabili- ties for the transition of new and modified services to production. It details how the requirements of Service Strategy encoded in Service Design are realized in Service Operation while controlling the risks of failure. Organizations focused on managing the complexity related to transitioning new and changed services to production should carefully study the guidance provided in this ITIL phase. D O C H E C K P L A N A C T Key Process Relationship and Integration Points Represent the intersections where processes work together to improve overall effectiveness and accelerate success. At these points, processes support each other, sharing infor- mation to ensure somplete process optimization. These intersections show why processes should be planned together, and are points where automated technologies are extremely valuable. Continual Service Improvement The Deming continuous improvement cycle is the foundation for all ITIL processes. Service management excellence is achieved by elevating up a maturity curve, enabled by rigorous application of PLAN-DO- CHECK-ACT. CA CMDB A Configuration Management Database (CMDB) is a critical element of an ITIL implementation. CA CMDB provides a single source of truth about Configuration Item information and the relationships between them. Service Operation The Service Operation process map shows the processes associated with day-to-day support activities required to deliver and manage services at agreed levels to end-users. It provides guidance on ways to maintain stability in service operations, to enable the business to meet its objectives, and effectively optimize the cost and quality of services. Organizations must take a close look at Service Operation, as this is the phase where strategic objectives are effectively realized when processes are in place. CMDB A Configuration Management Database (CMDB) delivers greater management control of the IT environment by providing a comprehensive view of IT service configurations. A CMDB is the centerpiece of an ITIL implementation and supports a wide range of ITIL processes — including Change, Incident, Problem, Availability and Capacity Management. A CMDB provides the “single source of the truth” about the mapping of Configuration Items (CIs) to each other and to the IT services they support. The primary types of information stored within CMDBs are CIs such as assets, policies, users, processes etc., relationships and inter-dependences. Federation and Reconciliation A CMDB employs a technique called `data federation’ that collects information from disparate, typically multi-vendor data sources across the enterprise. This collection of CIs, its attributes and inter-relationship information is processed through the function called `reconciliation’ which identifies, synchronizes and rationalizes data to provide a single accurate instance of all CIs and its attributes. CA CMDB Provides Faster Time-to-Value CA CMDB speeds time-to-value by providing the industry’s most comprehensive set of capabilities: • Pre-defined content, including more than 70 relationship templates. • Over 140 pre-defined CI classes. • Multi-level visualization with pre-defined filters such as business service impact analysis and root cause. • Comprehensive reporting and rapid implementation best practices. • Unique versioning capability that enables you to establish baselines and standards, manage snapshots and analyze CI snapshots against baselines, milestones, standards and change orders. • Auto-mapping relationship capabilities that automatically discover CIs across the infra- structure and populates their relationship in the CMDB repository. Service Desk This function of the Service Desk is to act as the central point of contact between IT and its users, handling all incidents, inquires and requests. It provides an interface for all other Service Operation processes. The primary objectives of the Service Desk function are: • To serve as the single interface for IT-related queries, complaints and service support issues. • To ensure timely restoration of service, minimizing the impact of outages on business activities. • To increase efficiency by automatically routing incidents to the appropriate personnel. • To effectively eliminate root cause anomalies by managing the problem management process. • Control all aspects of the change management process through the lifecycle of the change request. Sample Critical Success Supporting Key Performance Indicators Ensure long-term customer retention and satisfaction • Percent of customers given satisfaction surveys • Customer satisfaction rating of service desk • Percent of incident responded to within agreed-upon response times (SLAs) • Number of incidents recorded not yet closed Reduce support costs by the efficient use of resources and technology • Total number of incidents • Percent of incidents resolved at the service desk without escalation • Staff turnover rate • Average cost per incident • Number and percentages of incidents resolved remotely without requiring a visit How It Works ITIL v3 is comprised of five phases: • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement As Illustrated below, CA has created three process maps — Service Design, Service Transition and Service Operations since most process discussions are focused around these critical phases. Copyright © 2009 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. MP334980209 Service Strategy Service Strategy is depicted as a triangle, with each of the three corners representing the strategic controls across the service lifecycle — Service Portfolio Management, Demand Management and Financial Management. ca.com/ITIL Service Strategy Service Strategy is critical to the operations and tactics of Service Management, as it provides a framework for • Designing, developing and imple- menting service management as a strategic resource • Ensuring alignment between capabilities and service provided with business goals. Continual Service Improvement

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Page 1: Itil V3 New Process Maps

CA ServiCe MAnAgeMentProCeSS MAPS

InformedDecisions

Fulfillment

Approval(Financial, Compliance)

Capture Info.

Prevent andEliminateProblems

Record

Resolve

Monitor / Track

Service Request(Incl. Self-Service)

Access Request

Verify

ProblemControl

KnownErrors

Record

Review/Action

Select Response

Filter /Correlate

Detect(Incl. Fault Detection)

Raise Incident

Investigate

Diagnose

Escalate

Resolve/Recover

Work Around

RestoreService

DeliverStandardized

Services

Automateand Control

SecureService Access

ErrorControl

ExecutivePolicy

ProvideRights

Transfer/Disseminate

Store Info.

DemandManagement

Transformto Usable

Knowledge

FinancialManagement

Service PortfolioManagement

DO

CHECK

PLAN

ACT

ProblemManagement

ProblemManagement

KnowledgeManagement

KnowledgeManagement

AccessManagement

AccessManagement

RequestFulfillment

RequestFulfillment

IncidentManagement

IncidentManagement

EventManagement

EventManagement

request Fulfillment

request Fulfilment is the process of dealing with service requests from users. objectives include: providing a channel for standard services; providing information on the availability of services; to source and deliver standard service components; provide general information.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Service request (incl. self-service) CA Service Desk Mgr; CA Service Catalog

record CA Service Catalog

Approval CA Service Catalog

Fulfillment CA Service Catalog; CA Service Desk Mgr; CA CMDB; CA IT Client Mgr; CA Identity Mgr

input:• Helpdeskcallorself-servicerequest• ConfigurationManagementSystem (CMS)

output:• Requestfulfilled(e.g.hardwaredispatched,passwordreset)• Usersatisfactionreports

Key Process relationships and integrationService Desk/incident Management — as a centralpointforhandlingservicerequestsService Asset and Configuration Management—toupdateCMSwith upgradedcomponentsrelease Management—distribute softwareandhardware

incident Management

incident Management restores normal service operation as quickly as possible and mini-mizes the adverse impact on business operations.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

raise incident and record CANSM;CASPECTRUM;CAeHealth; CAWily;CAInsight;CAServiceDeskMgr

investigate and diagnose (classify and prioritize) CA Service Desk Mgr; CA CMDB

escalate CA Service Desk Mgr

resolve / recover (workaround)CA Service Desk Mgr; CA Data Center AutomationMgr;CAITClientMgr

input:• IncidentdetailssourcedfromServiceDesk, Networks,OperationsandSecurity• ConfigurationdetailsfromCMDB• Responsefromincidentmatchingagainst problemsandknownerrors• Resolutiondetails

output:• Resolvedandclosedincidents• Communicationtoend-usersand customersandmanagementreports

Key Process relationships and integrationincident Management—suppliesProblemManagementwithdetailedincidentrecordsService Level Management (SLM) — incidentsandproblemsinfluencethe qualityofITservicesprovidedbySLMChange Management—allsolutionsandworkaroundsareimplementedviaRFC

event Management

event management detects events, analyzes them and determines the correct Management action. it provides the entry point for the execution of many Serviceoperation processes and activities.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Detect (incl. fault detection)CASPECTRUM;CAeHealth;CANSM; CAWilyAPM;CAInsight

Filter and correlateCASPECTRUM;CAeHealth;CAWilyAPM;CANSM;CASecurityCommandCenter; CA CMDB

Select response CA Service Desk Mgr; CA IT Client Mgr

review and action CA Service Desk Mgr; CA Data Center Automation

input:• Eventtriggersinclude:CIperformance, completionoftaskorjob,useraccess toapplication

output:• RequestforChange• UpdatedCMDB

Key Process relationships and integrationincident, Problem and Change Management—foreventsthatrepresent asituationtobehandledbyappropriate responsesService Asset and Configuration Management—useseventstodetermine CIstatus

Problem Management

Problem Management is responsible for the control of the lifecycle of all problems. it’s primary objective is to prevent problems and incidents, eliminate repeating incidents and minimize the impact of incidents that cannot be prevented.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Problem control CA Service Desk Mgr; CA CMDB

error control CA Service Desk Mgr; CA CMDB

Proactive problem management CA Service Desk Mgr; CA CMDB

Management reporting and problem reviews

CA Service Desk Mgr

input:• RFC’sfromtheProblemManagement processorsubmittedindependently• CMDB• ForwardScheduleofChange(FSC)

output:• UpdatedForwardScheduleofChange• FilteredRFC’sandapprovedRFC’s• CABminutesandactionplans• ChangeManagementreports

Key Process relationships and integrationincident Management—suppliesProblemManagementwithdetailedincidentrecordsService Asset and Configuration Management—usestheCMStoidentifywrongCI’sandtodeterminetheimpactofproblemsandsolutionsChange Management—allsolutionsandworkaroundsareimplementedviaRFC

transition Planning and Support

transition Planning and Support include: planning and coordinating resources to ensure specifications for the service design are realized, and starting with the transition phase, identify, manage and limit risks that could interrupt the service.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Develop strategy CAProjectPortfolioManagement(PPM)

Preparation and planning CA Service Desk Mgr; CA CMDB

Knowledge transfer CA Service Desk Mgr; CA CMDB

Monitor and report CA Service Desk Mgr

input:• AuthorizedRequestForChange(RFC)• ServiceDesignPackage• Releasepackagedefinitionanddesign specification• Serviceacceptancecriteria

output:• Transitionstrategy• Integratedsetofservicetransitionplans

Key Process relationships and integrationChange Management—implementsallchangestoservicesService Asset and Configuration Management—Serviceconfigurations readyfortransition

Knowledge Management

Knowledge Management improves the quality of the (management’s) decision making process by ensuring that reliable and secure information is available during the service lifecycle.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Capture informationCACMDB;CACohesion;CASPECTRUM;CAeHealth;externalsystems (e.g.HRMS,ERP)

Store information CAServiceDeskMgr(Knowledge Management);CACMDB

transform to usable knowledge CA Service Desk Mgr; CA Service Catalog

transfer / disseminate CA Service Desk Mgr; CA IT Asset Mgr

input:• Frontlinesupportstafftocapture knowledge• Documents,eventsandalerts

output:• ServiceKnowledgeManagement Base

Key Process relationships and integrationincident Management—providepoint ofcaptureforeverydayITService Managementdata.Problem Management—keyusersof collectedknowledge

Access Management

Access management grants authorized users the right to use a service, while preventing access to non-authorized users.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Access request / verify CA Service Desk Mgr; CA Service Catalog; CASingleSign-on

Provide rights / execute policyCA Access Control; CA Identity Mgr; CAFederationMgr;CASiteMinder®Web Access Mgr; CA Directory

error control CASecurityCommandCenter

Monitor / track CASecurityComplianceMgr;CAAudit

input:• Securitypoliciesandguidelines• AnRFC/servicerequest• HRManagementsystemrequests

output:• Updatedsecurityaccessrights• Securityreports

Key Process relationships and integrationChange Management—controlsthe actualrequestforserviceaccessrequest Fulfillment—usuallyinitiatedthroughtheservicedeskandprovidingself-servicerelatedfunctionalityand workflow(e.g.employeeonboarding,passwordresets)

Service DesignTheServiceDesignprocessmapprovidesguidance fordesigninganddevelopingofservicesandservicemanagementprocesses,andcoversdesignprinciplesandmethodsforconvertingstrategicobjectivesintoportfoliosofservicesandserviceassets.

OrganizationsshoulduseguidanceprovidedinServiceDesigntofirstreviewwhichelementsofthesepro-cessestheyhaveinplace,beforetryingtochangeandimprovedesigncapabilitiesforservicemanagement.

Service LevelManagementService LevelManagement

IT Service Continuity

Management

IT Service Continuity

Management

CapacityManagement

CapacityManagement

Info. SecurityManagementInfo. SecurityManagement

AvailabilityManagementAvailability

Management

Service CatalogManagement

Service CatalogManagement

DemandManagement

Service PortfolioManagement

FinancialManagement

Reviewand Audit

ManageSecurity Incidents

OptimizeAvailability

Mitigate Risk

MonitorServices

Methods/Techniques

DocumentService

Definition

Build CatalogContents

BusinessServiceViews

TechnicalServiceViews

PublishLive Services

ReportAchievements

ManageIssues

CatalogOperational

Services

MonitorPerformance

Design SLAFramework

ReviseSLAs / OLAs

Meet BusinessRequirements

ServiceReview

CustomerSatisfaction

DetermineVulnerabilities

Assess Risk

Build

Test

MaintainBusinessServices

SpecifyContinuity

Requirements

MonitorDemand

Adjust and Tune

DeliverRequiredResources

Analyze

Test

ProactiveManagement

AnalyzePerformance

Build Plan

ForecastRequirements

Set SecurityControls

Assess &Classify Assets

MaintainPolicy

Model/Trend

DO

CHECK

PLAN

ACT

Prioritize

BuildSchedule

ImpactAnalysis

Execute(Emergency/Standard)

Schedule Change

CAB Review

Evaluation/Decision

RFCAnalysis

Categorize

Planning

Preparation

DevelopStrategy

Preparationand Planning

KnowledgeTransfer

Monitorand Report

ManageBuild/Release

FinancialManagement

DemandManagement

Service PortfolioManagement

Deploy

Verify

PerformTests

Validate &Verify

AdoptBest Practices

EnsureReleaseValue

Report/Closure

AssureQuality

Audit

StatusReports

Maintain AccurateService Configurations

CoordinateResources

BusinessResponsiveness

ConfigurationControl

IdentifyConfigurations

Manageand Plan

DO

CHECK

PLAN

ACT

TransitionPlanning and

Support

TransitionPlanning and

Support

Release andDeployment

Management

Release andDeployment

Management

ChangeManagement

ChangeManagement

Service Asset andConfigurationManagement

Service Asset andConfigurationManagement

ServiceValidation

and Testing

ServiceValidation

and Testing

Change Management

Change Management ensures that standardized methods and procedures are used for the efficient and prompt handling of all changes in order to minimize the impact of any related incident upon service.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

request For Change (rFC) analysis CA Service Desk Mgr; CA CMDB

Prioritize and categorize CA Service Desk Mgr; CA CMDB;CAClarityDemand/PortfolioMgr

Build schedule and impact analysis CA Service Desk Mgr

evaluation/Decision by Change Advisory Board (CAB) CA Service Desk Mgr

Schedule change CA Service Desk Mgr

input:• RFC’sfromtheProblemManagement processorsubmittedindependently• CMDB• ForwardScheduleofChange(FSC)output:• UpdatedForwardScheduleofChange• FilteredRFC’sandapprovedRFC’s• CABminutesandactionplans

Key Process relationships and integrationincident Management—RFCtoreduce effectsofincidentsProblem Management—RFCtoreduce effectsofsolutionsorworkaroundsrelease and Deployment Management — developmentanddistributionofanewsetofsoftwareapplicationsorhardwareviaRFC.

Service Asset and Configuration Management

Service Asset and Configuration Management provides a logical model of the it infrastructure . in this model the it services are related to the different it components needed to supply these service.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Manage and plan CACMDB;CACohesion

identify configurations CACMDB;CACohesion;CADataCenterAutomation

Configuration control CAServiceDeskMgr;CASoftwareChangeMgr;CAITClientMgr

Status reports and audit CA Service Desk Mgr; CASoftwareComplianceMgr

input:• RFC’s• UpdatestoConfigurationItem’s(CI) andnewassets

output:• UpdatedConfigurationManagement

System(CMS)

Key Process relationships and integrationChange Management —forbusiness impactanalysisFinancial Management—forcosts, depreciation,maintenanceandrepairsAvailability Management—tohelp determinepoints-of-failure

Service validation and testing

Service validation and testing provides services that add value to customers and their business.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Adopt best practices CAServiceDeskMgr;CASoftwareChangeMgr

validate and verify CA Service Desk Mgr; CA CMDB; CASoftwareChangeMgr

Perform tests CA Service Desk Mgr; CA CMDB; CA IT Client Mgr

reporting CA Service Desk Mgr; CA CMDB

input:• Servicelevelpackage• Servicedesignpackage• Releaseanddeploymentpackage• Acceptancecriteria/RFC’s

output:• Configurationbaselines• Testingresultsandanalysis• Incidents,problemsanderrors• Informationandknowledge

Key Process relationships and integrationincident and Problem Management — managingissuesarsingfromservice testingService Asset and Configuration Management—capturestesting configurationbaselinesandincorporates in CMS

release and Deployment Management

release and Deployment Management is to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to hand over to service operations.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Planning and preparation CASoftwareChangeMgr

Manage build / release CASoftwareChangeMgr;CACMDB

Deploy CASoftwareChangeMgr;CAITAssetMgr;CADataCenterAutomationMgr

verify CAServiceDeskMgr;CASPECTRUM; CANSM;CAeHealth;CAWilyAPM

input:• AuthorizedRFC• ServicePackageincludingservicemodel• Procurementplans,standardsand catalogs• Buildmodels;releasepolicy

output:• Releaseanddeploymentplans• Updatedservicecatalog• Newtestedservicecapability

Key Process relationships and integrationChange Management—initiatesprocessbyprovidinganauthorizedRFCService Asset and Configuration Management—throughoutthedeploymentprocessupdatesCIstatusandtheCMSKnowledge Management / Service Desk — knownerrorinformationofchangedservicecapturedinSKMSandmadeavailabletoService Desk

Service Catalog Management

Service Catalog Management is the development and upkeep of a service catalog that contains all accurate details, the status, possible interactions and mutual dependencies of all current services and those being prepared to run operationally.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Service portfolio management CA Clarity

Build catalog contents CA Service Catalog

Business service views CA Clarity PPM; CA CMDB

technical service views CACMDB;CACohesion;CAITClientMg

Publish live services CA Service Catalog

input:• BusinessandITstrategyandplans• Businessimpactanalysis• Serviceportfolio• CMS

output:• Documentationandagreementofa“definitionoftheservice”• Updatedserviceportfolioandcatalog

Key Process relationships and integrationService Portfolio Management — to agree Contentsofportfolio&catalogitSCM —businessdependenciesand processesService Asset and Configuration Management—servicedependencies, componentsandCI’sService Level Management—businessalignment

Availability Management

Availability Management ensures that the level of service availability delivered in all services is matched to or exceeds the current and future the agreed needs of the business in a cost effective manner.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Monitor services CANSM;CASPECTRUM;CAeHealth; CAInsightDatabasePerformance

Methods and techniques CA Service Desk Mgr; CA CMDB

Analyse and test CA Wily APM; CA Service Metric Analysis;

Proactive management CA Service Desk Mgr; CA Access Control; CADataCenterAutomation

input:• Businessavailabilityrequirements, riskandimpactanalysis• Serviceinformationfromservice portfolio,servicecatalogandSLM processes

output:• Availabilityimprovementplans• Availability/recoverydesigncriteria• Reportonachievedavailability,

reliabilityandmaintainability

Key Process relationships and integrationService Asset and Configuration Management—usestheCMStoidentifywrongCI’sandtodeterminetheimpactofproblemsandsolutions.Service Level Management —assistsSLMindeterminingtheavailabilityobjectives.Capacity Management—suppliesinfor-mationonchangesincapacitythateffectsavailability.

Service Level Management

Service Level Management ensures that an agreed level of it service is provided for all current it services, and that future services are delivered to agreed achievable targets.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Design SLA framework CA Service Catalog; CA Service Desk Mgr

Monitor performance and customer satisfaction

CANSM;CASPECTRUM;CAeHealth; CA Wily APM; CA Access Control;

Service review and revise SLAs and operational Level Agreements (oLA)

CANSM;CASPECTRUM;CAWilyAPM; CASoftwareComplianceMgr

Monitor issues CA Service Metric Analysis

report achievements CA Service Desk Mgr; CA Service Metric Analysis

input:• Businessrequirements• Changeinformation• ConfigurationManagementSystemoutput:• Reportsdemonstratingperformance

againstSLA• Servicequalityandperformance

improvementplans

Key Process relationships and integrationChange Management—SLAcandefineagreementsforrespondingtochange.it Service Continuity Management — minimumrequiredservicelevelsincaseofanemergency.Financial Management—suppliescost associatedwithprovidingaservicetogetherwithchargingmethods.

Capacity Management

Capacity Management ensures that cost-justifiable it capacity in all areas of it always exist and is matched to the current and future agreed needs of the business in a timely manner.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Monitor Demand CA NSM; CA IT Asset Mgr; CA Storage ResourceMgr(SRM)

Build plan CAClarityServiceManagementandResourceManagement

Analyze performance CA Service Metric Analysis

Forecast requirements CAPerformanceManagement;CASRM

Model, trend, adjust and tune CA Service Desk Mgr; CA CMDB

input:• InformCapacityManagementabout incidentsduetocapacityproblems• Businesscapacityrequirements• Componentperformanceandcapacity information

output:• Capacityplan• Workloadanalysisandreports

Key Process relationships and integrationincident and Problem Management — providesdetailstodiagnoseorresolve capacityproblemsService Level Management—advisesSLMonthefeasibilityofservicelevelsAvailability Management—OutputofactivitiesisuseforCapacityplanning

information Security Management

information Security Management ensures the alignment of it and business security and that information security is managed effectively in all services and service management activities.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Maintain policy CA Access Control; CA Identity Mgr; CAOrchestriaDLP

Assess and classify assets CAPolicyandConfigurationMgr

Set security controls CAAccessControl;CAGRCMgr

Manage security incidents CASecurityCommandCenter; CA Service Desk Mgr

review and audit CAAudit;CANetworkForensics

input:• Businessstrategy,securitypolicies,and• ITandserviceinformation• Riskanalysis,eventsandSLAbreaches

output:• Informationsecuritymanagement

policy• Revisedsecurityriskassessment• Securitycontrols,auditsandreports

Key Process relationships and integrationincident and Problem Management — detailstodiagnoseandresolvesecurityissuesitSCM—reviewingimpactofbusinessriskService Level Management—security requirementsinSLR’sandSLA’sChange Management—determiningthe possibleimpactofchangesonsecurity

it Service Continuity Management

it Service Continuity Management (itSCM) assures and supports overall Business Continuity Management by ensuring that the required it technical and service facili-ties can be recovered within required and agreed upon business time-frames.

ProCeSS ACtivitieS ProCeSS AUtoMAtion

Determine vulnerabilitiesCANSM;CASPECTRUM;CAeHealth; CA Wily APM; CA IT Asset Mgr; CAStorageResourceMgr(SRM)

Assess risk CA Service Catalog; CA CMDB

Build CASRM;CAARCserveBackupOption; CAHighAvailability

test CA Service Desk Mgr; CA CMDB; CA SRM;CAARCserveBackupOption

input:• Businessimpactanalysis• Riskandvulnerabilityassessments• Businesscontinuitystrategyandplan

output:• Continuityplan• Recoveryplans• Riskreductionplans

Key Process relationships and integrationincident Management—provideshistoricaldetailsorstatisticsonITservicedeficienciesChange Management—ensurescurrencyandaccuracyoftheITcontinuityplansService Level Management—provides criticalinformationaboutITservice obligations

Service transitionTheServiceTransitionprocessmapshowstheprocesses associatedwithdevelopingandimprovingcapabili-tiesforthetransitionofnewandmodifiedservicestoproduction.ItdetailshowtherequirementsofServiceStrategyencodedinServiceDesignarerealizedin ServiceOperationwhilecontrollingtherisksoffailure.

Organizationsfocusedonmanagingthecomplexity relatedtotransitioningnewandchangedservices toproductionshouldcarefullystudytheguidance providedinthisITILphase.

DOCHECK

PLAN ACT

Key Process Relationship and Integration PointsRepresenttheintersectionswhereprocessesworktogether toimproveoveralleffectivenessandacceleratesuccess. Atthesepoints,processessupporteachother,sharinginfor-mationtoensuresompleteprocessoptimization.These intersectionsshowwhyprocessesshouldbeplanned together,andarepointswhereautomatedtechnologiesareextremelyvaluable.

Continual Service ImprovementTheDemingcontinuousimprovementcycleisthefoundationforallITILprocesses.Servicemanagementexcellenceisachievedbyelevatingupamaturity curve,enabledbyrigorousapplicationofPLAN-DO-CHECK-ACT.

CA CMDBAConfigurationManagementDatabase(CMDB)isacriticalelementofanITILimplementation.CACMDBprovidesasinglesourceoftruthaboutConfigurationIteminformationandtherelationshipsbetweenthem.

Service operationTheServiceOperationprocessmapshowsthe processesassociatedwithday-to-daysupport activitiesrequiredtodeliverandmanageservices atagreedlevelstoend-users.Itprovidesguidance onwaystomaintainstabilityinserviceoperations, toenablethebusinesstomeetitsobjectives,and effectivelyoptimizethecostandqualityofservices.

OrganizationsmusttakeacloselookatService Operation,asthisisthephasewherestrategic objectivesareeffectivelyrealizedwhenprocesses areinplace.

CMDB

AConfigurationManagementDatabase(CMDB)deliversgreatermanagementcontroloftheITenvironmentbyprovidingacomprehensiveviewofITserviceconfigurations.ACMDBisthecenterpieceofanITILimplementationandsupportsawiderangeofITILprocesses— includingChange,Incident,Problem,AvailabilityandCapacityManagement.ACMDBprovidesthe“singlesourceofthetruth”aboutthemappingofConfigurationItems(CIs)toeachotherandtotheITservicestheysupport.TheprimarytypesofinformationstoredwithinCMDBsareCIssuchasassets,policies,users,processesetc.,relationshipsandinter-dependences.

Federation and reconciliationACMDBemploysatechniquecalled`datafederation’thatcollectsinformationfromdisparate,typicallymulti-vendordatasourcesacrosstheenterprise.ThiscollectionofCIs,itsattributesandinter-relationshipinformationisprocessedthroughthefunctioncalled`reconciliation’whichidentifies,synchronizesandrationalizesdatatoprovideasingleaccurateinstanceofallCIsanditsattributes.

CA CMDB Provides Faster time-to-valueCACMDBspeedstime-to-valuebyprovidingtheindustry’smostcomprehensiveset ofcapabilities:• Pre-definedcontent,includingmorethan70relationshiptemplates.• Over140pre-definedCIclasses.• Multi-levelvisualizationwithpre-definedfilterssuchasbusinessserviceimpactanalysis

androotcause.• Comprehensivereportingandrapidimplementationbestpractices.• Uniqueversioningcapabilitythatenablesyoutoestablishbaselinesandstandards,manage

snapshotsandanalyzeCIsnapshotsagainstbaselines,milestones,standardsandchangeorders.• Auto-mappingrelationshipcapabilitiesthatautomaticallydiscoverCIsacrosstheinfra-

structureandpopulatestheirrelationshipintheCMDBrepository.

Service Desk

ThisfunctionoftheServiceDeskistoactasthecentralpointofcontactbetweenITand itsusers,handlingallincidents,inquiresandrequests.Itprovidesaninterfaceforallother ServiceOperationprocesses.

TheprimaryobjectivesoftheServiceDeskfunctionare:• ToserveasthesingleinterfaceforIT-relatedqueries,complaintsandservicesupportissues.• Toensuretimelyrestorationofservice,minimizingtheimpactofoutagesonbusinessactivities.• Toincreaseefficiencybyautomaticallyroutingincidentstotheappropriatepersonnel.• Toeffectivelyeliminaterootcauseanomaliesbymanagingtheproblemmanagementprocess.• Controlallaspectsofthechangemanagementprocessthroughthelifecycleofthechange

request.

Sample Critical Success Supporting Key Performance indicatorsensure long-term customer retention and satisfaction

•Percentofcustomersgivensatisfactionsurveys•Customersatisfactionratingofservicedesk•Percentofincidentrespondedtowithinagreed-upon responsetimes(SLAs)

•Numberofincidentsrecordednotyetclosed

reduce support costs by the efficient use of resources and technology

•Totalnumberofincidents•Percentofincidentsresolvedattheservicedeskwithout

escalation•Staffturnoverrate•Averagecostperincident•Numberandpercentagesofincidentsresolvedremotelywithoutrequiringavisit

How it Works

ITILv3iscomprisedoffivephases:• ServiceStrategy• ServiceDesign• ServiceTransition• ServiceOperation• ContinualServiceImprovement

AsIllustratedbelow,CAhascreatedthree processmaps—ServiceDesign,Service TransitionandServiceOperationssincemost processdiscussionsarefocusedaroundthese criticalphases.

Copyright © 2009 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. MP334980209

Service StrategyServiceStrategyisdepictedasatriangle,witheach ofthethreecornersrepresentingthestrategic controlsacrosstheservicelifecycle—Service PortfolioManagement,DemandManagementandFinancialManagement.

ca.com/itiL

Service Strategy ServiceStrategyiscriticaltotheoperationsandtacticsofServiceManagement,asitprovidesa frameworkfor• Designing,developingandimple-

mentingservicemanagementasastrategicresource

• Ensuringalignmentbetweencapabilitiesandserviceprovidedwithbusinessgoals.

Continual Service improvement

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