Professional Documents
Culture Documents
Processes, Functions
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Objectives
Understanding the basic concept of service design
Understanding service strategy processes
Service Catalog Management
Service Level Management
Capacity Management
Information Security Management
Supplier Management
Continuity Management
Availability Management
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ITIL Lifecycle
Problem management
Incident management
Event m.
Request ful.
Access m.
Valid & Testing Operation m.
Release and Deployment mgmt
Knowledge management
Service asset and configuration management
Change management
Supplier management
Information security management
Service continuity mgmt
Availability mgmt
Service level mgmt
Service portf.mgmt Capacity management
Strategy gen Service catalogue mgmt Service reporting
IT Financial management Service measure
Demand management Service improv.
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ITIL Processes
Demand mgmt Capacity mgmt Asset & Config mgmt Request Fulfillment Service measurement
Service portfolio Service level mgmt Change mgmt Incident mgmt Service reporting
mgmt
Service catalogue
Strategy Generation mgmt Transition Pl & Sup Event mgmt 7-Steps improvement
Continual
Service Service Service Service
Service
strategy design transition operation
Improvement
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Service Design
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Design Coordination
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Objectives
to ensure the goals and
objectives of the service
design stage are met by
providing and maintaining
a single point of
coordination and control
for all activities and
processes within this stage
of the service lifecycle.
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Sub-processes
Design Coordination Support
Process Objective: To coordinate and develop Service Design resources and capabilities, and to ensure that
a consistent approach to designing new or changed services is adopted across all service transition projects
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https://wiki.en.it-
processmaps.com/index.php/Checklist_Service_Design_Package_SDP
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RACI Chart
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Objectives
to provide and maintain a single source of consistent information on all operational
services and those being prepared to be run operationally, and to ensure that it is
widely available to those who are authorized to access it.
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RACI Chart
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Sub-processes
Maintenance of the SLM Framework
Process Objective: To design and maintain the underlying structure of the Customer
Agreement Portfolio, and to provide templates for the various SLM documents.
Identification of Service Requirements
Process Objective: To capture desired outcomes (requirements from the customer
viewpoint) for new services or major service modifications. The service requirements are
to be documented and submitted to an initial evaluation, so that alternatives may be
sought at an early stage for requirements which are not technically or economically
feasible.
Agreements Sign-Off and Service Activation
Process Objective: To have all relevant contracts signed off after completion of Service
Transition, and to check if Service Acceptance Criteria are fulfilled. In particular, this
process makes sure that all relevant OLAs are signed off by their Service Owners, and that
the SLA is signed off by the customer.
Service Level Monitoring and Reporting
Process Objective: To monitor achieved service levels and compare them with agreed
service level targets ("Service Level Report"). This information is circulated to customers
and all other relevant parties, as a basis for measures to improve service quality
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SLA/OLA Template
Content:
Service name
Clearance information (with location and date)
Contract duration
Description/ desired customer outcome
Communication between customer and service provider
Service and asset criticality
Service times
Required types and levels of support
Service level requirements/ targets
Technical standards/ specification of the service interface
Responsibilities
Pricing model
Change history
List of annexes and references
Reff: https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA
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SLR Template
Name of the Service
Clearance information (with location and date)
Service Level Manager
Client
Service description
Short description of Service
Users of the IT Service on the client-side
Breakdown of the offered Service into Service groups, e.g. along Infrastructure Components or IT Applications
For each Service group:
Which Services are offered, e.g.
Handling of Service interruptions (by telephone, by remote access, on site?)
User Services (user administration, installation, )
What quality is required of the offered Services, e.g.
Service times
Availability requirements
Number of interruptions allowed
Availability thresholds (xx,xx %)
Downtimes for maintenance (number of allowed downtimes, pre-notification periods)
Procedure for announcing interruptions to the Service (planned/ unplanned)
Performance requirements
Required capacity (lower/upper limit) for the Service
Allowed workload/ usage of the Service
Response times from applications
Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification
of Incidents)
Requirements for the maintenance of the Service in the event of a disaster
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KPI
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RACI Chart
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Availability Management
Process Objective: To define, analyze, plan, measure and improve all aspects
of the availability of IT services. Availability Management is responsible for
ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate
for the agreed availability targets.
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Objectives
The purpose of the
availability management
process is to ensure that the
level of availability
delivered in all IT services
meets the agreed
availability needs and/or
service level targets in a
cost-effective and timely
manner.
Availability management is
concerned with meeting
both the current and future
availability needs of the
business.
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Case Study
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Process Overview
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Sub-processes
Design Services for Availability
Process Objective: To design the procedures and technical features required to fulfill the
agreed availability levels.
Availability Testing
Process Objective: To make sure that all availability, resilience and recovery mechanisms
are subject to regular testing.
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Template
Availability Improvement Plan Availability Report:
Running and planned measures for For all IT Services
Availability improvementService name Details of the Availability
Agreed Availability
Person in Charge of the Service Attained/ measured Availability
Person on charge of the measure to Trend analyses
improve the Availability
Incidents leading to reduced Service
Description of the measure Availability
Reason for the measure (e.g. recognized In the past (prolonged Service failures
vulnerabilities with a potential influence etc.)
on Service Availability) Type of the incident
Target values for the Availability to be Causes
achieved Counter-measures for the elimination of
the failure
Target date Measures for the future avoidance of
Status similar failures
In the future (e.g. planned prolonged
downtimes to IT Services)
Running and planned measures for
Availability improvement
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KPI
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RACI Chart
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Capacity Management
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Process Overview
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Sub-Processes
Business Capacity Management
Process Objective: To translate business needs and plans into capacity and performance
requirements for services and IT infrastructure, and to ensure that future capacity and
performance needs can be fulfilled.
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Typical parameters
Processor utilization
Memory utilization
Per cent processor per transaction type
I/O rates (physical and buffer) and device utilization
Queue lengths
Disk utilization
Transaction rates
Response times
Batch duration
Database usage
Index usage
Hit rates
Concurrent user numbers
Network traffic rates
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KPI
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RACI Chart
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Sub-processes
ITSCM Support
Process Objective: To make sure that all members of IT staff with responsibilities for
fighting disasters are aware of their exact duties, and to make sure that all relevant
information is readily available when a disaster occurs.
ITSCM Review
Process Objective: To review if disaster prevention measures are still in line with risk
perceptions from the business side, and to verify if continuity measures and procedures
are regularly maintained and tested.
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ITSCM Lifecycle
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KPI
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RACI Chart
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Sub-processes
Design of Security Controls
Process Objective: To design appropriate technical and organizational measures in order
to ensure the confidentiality, integrity, security and availability of an organization's
assets, information, data and services.
Security Testing
Process Objective: To make sure that all security mechanisms are subject to
regular testing.
Security Review
Process Objective: To review if security measures and procedures are still in line with risk
perceptions from the business side, and to verify if those measures and procedures are
regularly maintained and tested.
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KPI
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RACI Chart
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Supplier Management
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Sub-processes
Providing the Supplier Management Framework
Process Objective: To provide guidance and standards for the procurement of services and
products. This includes the provision of the Supplier Strategy and the preparation of standard
Terms and Conditions.
Evaluation of new Suppliers and Contracts
Process Objective: To evaluate prospective suppliers in accordance with the Supplier Strategy,
and to select the most suitable supplier.
Establishing new Suppliers and Contracts
Process Objective: To negotiate and sign a binding contract with a supplier. This process is
mainly applied for significant investments, either in externally provided services or in
technology.
Processing of Standard Orders
Process Objective: To process orders for commodity products and services, and to order pre-
defined items within the boundaries of existing contract frameworks.
Supplier and Contract Review
Process Objective: To verify if the contractually agreed performance is actually delivered, and
to define improvement measures if required (see "Supplier and Contract Review")
Contract Renewal or Termination
Process Objective: To carry out regular renewals of contracts, to assess if those contracts are
still relevant, and to terminate contracts which are no longer needed.
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Supplier Categorization
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KPI
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RACI Chart
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Architecture Management
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Sub-processes
Application Framework
Application Frameworks aim to promote the re-use of components and the standardizing
of technologies on which applications are based. For this reason, they have to be planned
and managed separately from software development projects but must be carefully
aligned with the needs of software developers. Application Frameworks define classes of
applications, typically with common non-functional requirements.
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RACI Chart
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Terima Kasih
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