Monday, May 26, 2014

ITIL Processes

IT Infrastructure Library (V3 / 2011) - Stages -> Processes -> Sub-Processes:

Fig-1: ITIL Life Cycle

(I) Service Stages [5]
(II) Processes [37]
(III) Sub-Processes [116]
Service Strategy
Strategy Management for IT Services
Strategic Service Assessment
Service Strategy Definition
Service Strategy Execution
Service Portfolio Management
Define and Analyze new or changed Services
Approve new or changed Services
Service Portfolio Review
Financial Management for IT Services
Financial Management Support
Financial Planning
Financial Analysis and Reporting
Service Invoicing
Demand Management
Business Relationship Management
Maintain Customer Relationships
Identify Service Requirements
Sign up Customers to Standard Services
Customer Satisfaction Survey
Handle Customer Complaints
Monitor Customer Complaints
Service Design
Design Coordination
Design Coordination Support
Service Design Planning
Service Design Coordination and Monitoring
Technical and Organizational Service Design
Service Design Review and RFC Submission
Service Catalogue Management
Service Level Management
Maintenance of the SLM Framework
Identification of Service Requirements
Agreements Sign-Off and Service Activation
Service Level Monitoring and Reporting
Risk Management
Risk Management Support
Business Impact and Risk Analysis
Assessment of Required Risk Mitigation
Risk Monitoring
Capacity Management
Business Capacity Management
Service Capacity Management
Component Capacity Management
Capacity Management Reporting
Availability Management
Design Services for Availability
Availability Testing
Availability Monitoring and Reporting
IT Service Continuity Management
ITSCM Support
Design Services for Continuity
ITSCM Training and Testing
ITSCM Review
Information Security Management
Design of Security Controls
Security Testing
Management of Security Incidents
Security Review
Compliance Management
Compliance Register
Compliance Review
Enterprise Policies and Regulations
Architecture Management
Supplier Management
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
Service Transition
Change Management
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
Change Evaluation
Change Evaluation prior to Planning
Change Evaluation prior to Build
Change Evaluation prior to Deployment
Change Evaluation after Deployment
Project Management (Transition Planning and Support)
Project Initiation
Project Planning and Coordination
Project Control
Project Reporting and Communication
Application Development
Release and Deployment Management
Release Management Support
Release Planning
Release Build
Release Deployment
Early Life Support
Release Closure
Service Validation and Testing
Test Model Definition
Release Component Acquisition
Release Test
Service Acceptance Testing
Service Asset and Configuration Management
Configuration Identification
Configuration Control
Configuration Verification and Audit
Knowledge Management
Service Operation
Event Management
Maintenance of Event Monitoring Mechanisms and Rules
Event Filtering and 1st Level Correlation
2nd Level Correlation and Response Selection
Event Review and Closure
Incident Management
Incident Management Support
Incident Logging and Categorization
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
Request Fulfilment
Request Fulfilment Support
Request Logging and Categorization
Request Model Execution
Request Monitoring and Escalation
Request Closure and Evaluation
Access Management
Maintenance of Catalogue of User Roles and Access Profiles
Processing of User Access Requests
Problem Management
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
IT Operations Control
Facilities Management
Application Management
Technical Management
Continual Service Improvement
Service Review
Process Evaluation
Process Management Support
Process Benchmarking
Process Maturity Assessment
Process Audit
Process Control and Review
Definition of CSI Initiatives
Monitoring of CSI Initiatives

 Fig-2: ITIL Service Support Desk

 Fig-3: How to work with a service desk

Fig-4: ITIL Software Development Life cycle

No comments:

Post a Comment

Be the first to comment..