Information Technology

Infrastructure Library (ITIL)

Overview Presentation

<Name>
<Date>

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights reserved. No part of this publication may be reproduced, stored in any retrieval system, or transmitted in any form or by any means, electronic or otherwise, without written permission

Presentation Outline

ITIL Introduction
ITIL Key Benefits
ITIL Lifecycle Publications
ITIL Service Lifecycle & Process Map
ITIL Lifecycle Processes
ITIL Implementation
ITIL Qualification Scheme
Related Links

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Introduction

In the 1980s the British government approached the Central

Computer and Telecommunications Agency (CCTA), now called
the Office of Government Commerce (OGC), to develop an
approach for efficient and effective use of IT resources by
British public sector organizations.

This resulted in the development of the Information Technology

Infrastructure Library (ITIL).

ITIL provided a comprehensive set of best practices for IT

Service management. It took into account the mistakes that were
made in the UK and Europe and provides a collection of the best
Copyrightpractices
2010 by
IT Quality
observed
in Management
the IT serviceSolutions
industry.(PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval

system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Introduction
(continued)

ITIL version 1 was released in the early 90s and included

a series of 40 related books that served as best practices
manuals.

In 2002, ITIL version 2 was released. ITIL v2 included eight

publications, with Service Support and Service Delivery
publications being the most popular.

ITIL Service Support and Service Delivery was considered

to be the core of ITIL v2 and employed a process-driven
approach which can be scaled to fit any size of organization.

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Introduction
(continued)

In December 2005, the OGC issued notice of an ITIL

refresh, commonly known as ITIL version 3, which became
available in May 2007. This adopted lifecycle approach to
service management.

ITIL v3 introduced five concise and simplified publications,

including Service Strategy, Service Design, Service
Transition, Service Operation and Continuous Service
Improvement.

ITIL is currently the most widely accepted non-proprietary

framework for IT service management.

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Key Benefits

Improved quality of IT Services

Improved user and customer satisfaction

Reduced Total Cost of Ownership (TCO)

Improved IT governance

Enhanced image of IT as a business partner

IT perceived as offering value to the organization

Copyright

2010 byand
IT Quality
Management
Common
consistent
language Solutions (PVT) LTD. All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Lifecycle Publications

Core best practice guidance
Service Strategy
Service Design
Service Transition
Service Support
Continual Service Improvement
Aimed at:
CIO
Each publication provides guidance to improve the
IT Leaders
IT service providers capabilities and resources in
Consultants
order to effectively and efficiency provide IT
Practitioners
services
users and customers.
Suppliers
Copyright
2010tobythe
IT business
Quality Management
Solutions (PVT) LTD.
All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Strategy

Provides guidance on how to design,

develop and implement service
management as a strategic asset.

Key Concepts:
Processes:

Value creation
Service Strategy

Utility and warranty

IT Financial Management

Service assets (resources and

Demand Management
capabilities)

Service Portfolio Management

Service provider types

Competitive advantage
Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Design

Provides guidance for the design and

development of new or modified services
and their related service management
processes.

Key Concepts:
Processes:

Service design models

Service Catalogue
Management

Five aspects of service design

Service Level Management

Value of service design

Availability Management

Design constraints

Capacity Management

People, process, products,

partners
Information Security

Service
(SDP) Solutions
IT(PVT)
ServiceLTD.
Continuity
Copyright 2010
by ITDesign
QualityPackage
Management
All rights

reserved. No part of this publication may be reproduced,

stored
in any retrieval
Supplier
Management
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Transition

Provides guidance for the development

and improvement of capabilities for
transitioning new or changed services into
operational environment.

Key Concepts:
Processes:

Transition Planning and

Policies for Service Transition
Support

Managing communications

Change Management

Stakeholders management

Release and Deployment

Effective controls
Management

V model

Configuration Management

Data-Information-KnowledgeValidation
and Testing
Copyright 2010
by IT Quality Management Solutions
(PVT) LTD.
All rights
Wisdom

Service
Evaluation
reserved. No part
of this(DIKW)
publication may be reproduced,
stored
in any retrieval
electronic
KnowledgeorManagement
system, or transmitted in any form or by any means,
otherwise,
without written permission

Service Operation

Provides guidance on achieving efficient

and effective day-to-day delivery and
support of services to customers and
business users.

Key Concepts:
Processes:

Incident Management
Functions

Problem Management

Achieving balance (stability

Request Fulfillment
vs. responsiveness, reactive vs.

proactive staff, quality vs. cost,

Access Management

IT services vs. technology

Event Management
components)
Functions:
Copyright 2010
by IT Quality

(PVT)Desk
LTD. All rights
Operational
healthManagement Solutions
Service
reserved. No part
of this publication may be reproduced,
storedManagement
in any retrieval

Communication
Operation
system, or transmitted
in any form or by any means,
electronic

Applicationor&otherwise,
Technical Support
Documentation
without written permission

Continual Service Improvement

Provides guidance for the continual

improvement (effectiveness and efficiency) of
IT services in order to meet the changing
business needs.

Key Concepts:
Processes:

Continual Service Improvement

Continuous Service
(CSI)
Improvement Process

Service Measurement
Organizational change

Service Reporting
Metrics and measurement

Critical Success Factors (CSF)

CSI policies and procedures

Copyright 2010
by ITmanagement
Quality Management Solutions (PVT) LTD. All rights
Quality
reserved. No part of this publication may be reproduced, stored in any retrieval

Seven-step
improvement
system, or transmitted
in any
form or by any means, electronic or otherwise,
without written permission

ITIL Service Lifecycle & Processes Map

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Lifecycle Processes

Service Strategy

Service Strategy Process

IT Financial Management Process
Service Portfolio Management Process
Demand Management Process

Service Design

Service Catalogue Management Process

Service Level Management Process
Availability Management Process
Capacity Management Process
Information Security Process
IT Service Continuity Process
Supplier Management Process

Service Support

Service Transition

Transition Planning and Support Process

Change Management Process
Configuration Management Process
Release and Deployment Management Process
Validation and Testing Management Process
Service Evaluation Process
Knowledge Management Process

Incident Management Process

Problem Management Process
Request Fulfillment Management Process
Access Request Management Process
Event Management Process

Continual Service Improvement

Continual Service Improvement Process

Service Measurement
Copyright 2010 by IT Quality Management Solutions (PVT)
LTD. All rights
Service Reporting
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Demand Management
Purpose

Value to Business

The purposes of demand management are to

predict patterns of business activity (PBA)
during the business lifecycle, align service
capacity requirements (supply) with PBA
(demand), and deliver IT services that meet the
customer need (utility and warranty) at the
right cost and time.

Improved availability of IT services

Reduced cost (by better managing demand and supply)
Improved value to business (in terms of utility and
warranty)

Key Activities
Analyze and Codify Patterns of Business Activity
Define
Policy
(PBA)

Input

Output

Business Processes
Business
Strategy/Plans

Capacity
Plan

Service
Portfolio

Patterns of Business
Activity (PBA)
Service
Packages (Core

Service, Supporting
Services, Service Level
Packages)
User
Profiles

Updated
Capacity
Plan

Associate User Profiles (UP)

Develop Service Package (SP) for Core and
Supporting Services
Review and Approve SP

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

IT Financial Management
Purpose

Value to Business

The purposes of IT financial management are

to assist the IT organization with financial
planning, budgeting, accounting, and charging
requirements and to ensure that the right
financing is obtained for the delivery and
purchase of IT services.

Improved financial visibility and accountability

Compliance to government and regulatory requirements
Better decision making due to the transparency of the
value of IT

Key Activities
Define IT Financial
Policy
Define Management
Policy

Input
Business Strategy and
Plans
Organizations

Accounting Policies
Service Portfolio

Perform IT Financial Planning

Prepare Annual Budget
Periodic Budget Review
Accounting

Output
IT Financial
Management Policy
IT Financial Plan
IT Budget
Reviewed
Budget

Balance
Sheet

Closure Report
Billing Report

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Charging
reserved. No part of this publication may be
reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Portfolio Management

Purpose

Value to Business

The purpose of service portfolio management

is to manage the entire lifecycle of IT services
and describe IT services in terms of business
value (maximize returns at acceptable risk and
cost).

Maximize business value

Minimize cost and risks
Better management of resources and capabilities
Improved decision making (in terms of investments)

Key Activities
Define
Define
Policy

Input
Business Strategy/plans
CMS
IT
Financial
Management Process
Demand Management
Process

Analyze
Approve
Charter
Review

Output
Service Portfolio Policy
Service Portfolio
Business Case
Updated CMS
Updated Service
Catalogue
Approved
Budget

Service
Improvement

and Recommendations

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Strategy
Purpose

Value to Business

The purpose of service strategy is to design,

develop, and implement service management
as a strategic asset and to offer distinctive
services to the business.

Cost effective and efficient IT services

Business gets exactly what it needs
Standardized value creation process

Key Activities
Define the Market
(Understand
Define
Policythe Opportunity)

Input
Business Strategy
Business Assets
Service Portfolio
IT Assets
CMS
Service
Catalogue

SLA

Identify IT Service Portfolio

Develop Offerings (IT services)
Develop Strategic Assets
Identify Initiatives and Develop Plans

Output
IT Provider
Opportunities
Updated Service
Portfolio
IT
Service
Offerings

Service
Strategy

IT Plans
and
Recommendations

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Availability Management
Purpose

Value to Business

The purpose of availability management is to

ensure that IT services are designed and
delivered to meet agreed service levels (ITBusiness SLA) in the most effective and
efficient manner.

Higher availability of IT services

Improved customer satisfaction
Reduced overall IT operational cost
Enhanced organizational image

Key Activities
DetermineDefine
Availability
Requirement
Policy

Input
Business Requirements
Service Catalog
Historical
Availability

Reports
SLA
CMDB

Design for Availability

Develop Availability Plan
Implement Availability
Availability Incident Management

Output
Availability Requirement
Availability and
Recovery Design
Availability Plan
Availability
Reports

Updated
SLA

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Availability Reporting
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Capacity Management
Purpose

Value to Business

The purpose of capacity management is to

optimize IT services and support IT
infrastructure components in order to deliver
the current and future capacity requirements of
the business; within required service levels, in
a cost-effective and timely manner.

Minimize cost by optimizing IT services and IT

infrastructure components.
Efficiently support the current and future capacity
requirements of the business.
Improve business and customer satisfaction.

Key Activities
BusinessDefine
Capacity
Management
Policy

Input
Business Strategy &
Plans
Service
Package

Business
Requirements

Existing Capacity
Performance and
Utilization Reports

Services Capacity Management

Component Capacity Management
Monitor, Tune, and Implement
Update Capacity Management Information
Systems (CMIS)

Output
Capacity Plan
CMIS
Service
Capacity

Performance and
Forecasting Reports
Tuning and
Improvement Reports

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Information Security Management

Purpose

Value to Business

The purposes of information security

management are to effectively manage all
aspects of information security and to ensure
that information security policy satisfies
overall information security requirements
related to all services and service management
activities.

Fulfill legal and regulatory requirements

Protect organizational assets
Information security awareness
Minimize losses from security incidents

Key Activities
Define Information
Security Policy
Define Policy

Input
Business Requirements
IT Strategy
Legal
and Regulatory

Requirements

Define Risk Assessment Methodology

Identify Assets and Perform Risk Assessment
Prepare Risk Treatment Plan and Implement
Security Controls
Training and Awareness

Output
Information Security
Policy and Sub-Policies
Asset Registry
Risk
Assessment Report

Security
Controls List

Risk
Treatment
Plan

Training
and
Awareness

Plan

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Security Incident Management
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

IT Service Continuity Management

Purpose

Value to Business

The purpose of IT service continuity

management (ITSCM) is to support the
organizations overall business continuity
management by ensuring that the required IT
services can be restored within the agreed time
limits and service levels after a disaster.

Continue business operations in the event of a disaster.

Fulfill regulatory and compliance requirements.
Provide secure services to the public.

Key Activities
Define
ITSCM
Policy
Define
Policy

Input
Business Requirements
Business Objectives
Legal and Regulatory
Requirement
Organizational
Policies

Perform Business Impact Analysis

Perform Risk Assessment
Develop ITSCM Strategy and Plan
Training and Awareness

Output
ITSCM Policy
BIA Report
Risk
Assessment Report

Recovery
Plan

ITSCM
Strategy
& Plans

Test
Plan
and
Test

Results
Training and Awareness
Plan

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Monitor and Improve
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Catalogue Management

Purpose

Value to Business

The purpose of service catalogue management

is to define, produce, and maintain a single
source of accurate information on all services
delivered by IT to its customers.

Provides the foundation for business IT alignment.

Improved visibility of the value IT provides to business
Helps set common expectation for IT and business
Better planning and allocation of resources

Key Activities
Define Service
(Service
Definition)
Define
Policy

Input
Business Plans
Business
Processes

BIA

IT Plans
IT Budgets
Service
Portfolio

Design Service Catalog Structure

Collect Service Details
Populate Service Catalogue
Validate and Approve

Output
Service Definition
Business Service
Catalogue
Technical
Service

Catalogue

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Catalogue
reserved. No part of this publication Communicate
may beService
reproduced,
stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Level Management

Purpose

Value to Business

The purposes of service level management are

to ensure that current and future IT services
needed by the business are understood,
designed, and delivered with the agreed service
levels and that service performance is
monitored, measured, reported, and
continuously improved.

Provides a single point of contact to the business for all

service-related issues
Provides the business with measurable service targets
Improves IT and business relationship

Key Activities
Define
SLM
Policy
Define
Policy

Input
Service Catalogue
Business
Requirements

Current
Performance

Levels
Incident
Management

Problem
Management

ITSM
Processes

Customer
Satisfaction

Customer
complaints

Design SLA Structure

Identify SLR
Negotiate OLA and UC
Negotiate SLA

Output
SLM Policy
SLR
Revised
UC

OLA

SLA
Service
Reports

Service
Improvement

Plan

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Conduct Service Reviews
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Supplier Management
Purpose

Value to Business

The purpose of supplier management is to

ensure that the suppliers and the services they
provide meet the needs of the business.

IT services aligned (through supplier contracts) to

business needs
Better value for money from suppliers
Higher quality of IT Services
Reduced overall IT operational cost

Key Activities
Develop
Supplier
Policy
Define
Policy

Input
Business Requirements
Compliance
Requirements
Supplier list
Supplier
Performance

reports
Disagreement Request
Evaluation Template

Evaluate New Suppliers and Contracts

Establish New Suppliers and Contracts
Supplier and Contract Performance Management
Dispute Management

Output
Supplier Policy
RFP
Contract
Document

Evaluation
Report

SCD

Supplier Performance
Report
Dispute
Closure Report

Termination
Report

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Renew or Terminate Contracts
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Asset & Config. Management

Purpose

Value to Business

The purposes of service asset and

configuration management (SACM) are to
maintain up-to-date information on IT services
and IT infrastructure components in the form
of CIs, and to provide accurate information and
documentation to support the business and IT
services management processes.

Provide accurate information on IT assets and cost (cost

of ownership)
Improved audit, legal, and regulatory compliance
Quicker resolution of incidents and problems as a result of
accurate and timely information
Minimize risk by assisting change management to
accurately assess the impact of changes

Key Activities
Define
SACM
Policy
Define
Policy

Input
RFC (add, delete, or
modify CI)
Business
Requirements

Existing
Organizational

Assets
Legal
and
regulatory

requirements

Develop SACM Plan

Design, Build, and Baseline Configuration
Management System (CMS)
Configuration Control
Perform Configuration Audit

Output
SACM Policy
SACM Plan
CMS
CMDB
DML
Definitive
Spares

Status
Accounting

Report
Audit
Report

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Conduct Status Accounting
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Change Management
Purpose

Value to Business

The purpose of change management is to

manage the process of change, such that
changes are controlled, risk and impact on
service quality minimized, and change is
implemented successfully on the first attempt.

Ensure that changes meet business objectives.

Deploy changes in a timely manner.
Minimize service disruption due to failed changes.
Efficiently handle high volumes of change.

Key Activities
Record
andPolicy
Review
Define

Input
Business Proposal
Document
RFC
CMDB
CAB
Guidelines

Release
Plan

Test
Plan

Test Cases
Test Report

Evaluate and Approve

Build, Test, Release, and Deploy
Planning and Scheduling
Closed

Output
Authorized changes
Rejected RFC Report
Schedule of Change
Projected Service
Outage
Emergency
Change

Report
Post-implementation
Review Report
Management
Reports

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Conduct Post Implementation Review (PIR)
reserved. No part of this publication
may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Knowledge Management
Purpose

Value to Business

The purpose of knowledge management is to

ensure that reliable information is available at
the right place at the right time with the right
people, so that informed management decisions
can be made.

Improved quality of management decision making

Better understanding of risks and impact to business
processes and IT services
Improved quality of service
Increased customer/business satisfaction

Key Activities
Define Knowledge
Management
Define
Policy (KM) Strategy

Input
Internal Policies
Business
Strategy/Drivers
Legal and Regulatory
Requirements
Configuration
Management System

Define Knowledge Transfer Requirement

Define Data and Information Requirement and
Architecture
Design and Develop KM Database (SKMS)
Define KM Procedures and Controls

Output
Knowledge Management
Strategy
Knowledge
Transfer

Plan
Data and Information
Requirement
Service
Knowledge

Management System
Procedures and Controls

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Implement KM Procedures and Controls
reserved. No part of this publication
may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Release & Deployment Management

Purpose

Value to Business

The purpose of release and deployment

management is to plan, package, build,
validate, and deploy software and hardware
into the production environment with minimum
impact on business services.

Implemented changes on time, at the right cost and quality

Improved IT service availability and reliability
Minimum impact/risk on business services

Key Activities
Define Release
Policy
and Release Plan
Define
Policy

Input
RFC
SDP
SAC
Test
Plan

Build Release
Perform Acceptance and Pilot Testing
Plan and Prepare for Deployment
Deploy Release

Output
Release policy
Release plan
Approved
change

implemented in the
production environment
Deployment Status
Report
Lessons
learned

Procedures
and
Controls

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Life Cycle Support (ELS)
reserved. No part of this publication Early
may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Service Evaluation Management

Purpose

Value to Business

The purpose of service evaluation management

is to assess the performance (actual against
predicted) of a new or changed service in order
to provide accurate information to the change
manager/change advisory board in order that
decisions can be quickly made regarding
whether or not to proceed with a new or
changed service.

Improved customer satisfaction

Minimized risk to business services
Better service performance

Key Activities
PlanDefine
ServicePolicy
Evaluation

Input
Request For Change
Service
Design Package

Service
Acceptance

Criteria
Test Plan
Release
Plan

Evaluate Predicted Performance

Risk Assessment and Mitigation
Evaluate Actual Performance
Compare Actual vs. Predicted Performance

Output
Service Evaluation Plan
Risk Assessment Report
Risk Mitigation Plan
Residual Risk Report
Interim Evaluation
Report
Deviation
Report

Service
Evaluation

Report

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Produce Evaluation Report
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Transition Planning & Management

Purpose

Value to Business

The purpose of service transition planning and

support is to ensure that new or changed
services are built, tested, deployed into the live
environment, as per the business requirements
with minimum risk and impact to business
services

Minimize disruptions to business services

Manage high volumes of changes effectively and
efficiently
Increase customer/business satisfaction

Key Activities
Setup Service
Transition
Define
Policy Strategy

Input
RFC
SDP
& SAC

Business

Strategy/Objectives
Organizational Policies
Testing Plan
Project Plan
Change
and Release

Policy

Initiate Service Transition

Prepare Service Transition Plan
Implement Service Transition Plan
Support Service Transition

Output
Service Transition
Strategy
Service
Transition Plan

Action
Plan/WBS

Updated
CMS

Updated
Service

Catalogue
Management
Reports

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Monitor and Report
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Validation & Testing Management

Purpose

Value to Business

The purposes of validation and testing

management are to plan and execute testing
activities in order to minimize risk and impact
on the business services and to provide
confidence that the new or modified service is
fit for use (utility) and fit for purpose
(warranty) before deployment.

Better quality of IT services

Higher availability of IT services
Minimized disruption to business services due to failed
changes.
Improved customer satisfaction

Key Activities
Define Validation
andPolicy
Test (V&T) Policy
Define

Input
Business Requirement
Regulatory Requirement
SDLC Policy
Service
Design Package

Validation
& Testing

Best Practices
RFC

Define Validation and Testing Strategy

Plan and Design Testing
Verify Test Plan and Test Cases
Execute and Manage Testing

Output
Validation and Testing
Policy & Strategy
Test Plan
Test Cases
Defects
Database/Log

Test
Records

Test
Log

Test
Reports

Test sign off

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication mayManage
be Defects
reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Access Management
Purpose

Value to Business

The purpose of access management is to ensure

that authorized users are granted access to the
service and that unauthorized users are
prevented from accessing the service.

Effectively maintain confidentiality

Quickly grant/revoke access to/from services
Accommodate higher volumes of access requests

Key Activities
Record
Define
Policy

Input
Access Request
Information
Security

Policy

Verify and Approve

Grant
Notify
Monitor

Output
Access Request
Log/Database
Access
Request Status

Notification
Status Report

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Renew
reserved. No part of this publication may be
reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Event Management
Purpose

Value to Business

The purpose of event management is to detect,

filter, log, and respond to events in a timely
manner.

User and business satisfaction

Minimize interruption to business services
Better IT resources utilization

Key Activities
Define Policy
Define
Policy

Input
Event (Occurrence)

Detect and Notify

Filter and Categorize
Log
Trigger Response

Output
Event Management
Policy
Event
Log

Incident
or
Problem

Ticket
Request for Change
Event Response
Management
Reports

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Close
reserved. No part of this publication mayReview
beandreproduced,
stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Incident Management
Purpose

Value to Business

The purpose of incident management is to

restore normal service operations as soon as
possible and to minimize adverse impact on
business operations.

Increased availability of business services

Reduced impact on the business operations
Timely resolution of incidents
User/business satisfaction

Key Activities
Record
andPolicy
Classify
Define

Input
Incident (occurrence)
SLA
CMS
Known
Error Database

Defects
Database

Prioritize
Initial investigation and Diagnosis
Investigate and Diagnose
Resolve, Recover, and Close

Output
Incident Log/Database
Temporary Solution/
Workaround
Request
for change

Problem
Report

Performance
Reports

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Monitor, Measure, and Report
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Problem Management
Purpose

Value to Business

The purpose of problem management is to

avoid the re-occurrence of incidents and to
minimize the impact of incidents that cannot be
prevented.

Improved availability of IT services

Reduced operational cost and risk
Improved productivity of business and IT staff

Key Activities
Identify
Record
DefineandPolicy

Input
Incident
Events
CMS

Classify and Prioritize

Investigate and Diagnose
Investigate Solution (Workaround or Permanent)
Update KEDB

Output
Problem
Known
Error

Workaround
Solutions

Permanent
Solutions

Root Cause Report

KEDB
Management
reports

PIR
Report

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Post Implementation Review
reserved. No part of this publication may
be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Request Fulfillment Management

Purpose

Value to Business

The purpose of request fulfillment management

is to handle frequent low-cost, low-risk service
requests (planned events) that are received by
the IT department.

Better utilized IT resources

Reduced costs of ownership
Improved service quality
Improved business operations
User/business satisfaction

Key Activities
Record
Define
Policy

Input
Service Request
SLA

Approve
Fulfill

Output
Service Request
Log/Database
Performance
Reports

Close
Monitor and Track

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

Report
reserved. No part of this publication may be
reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Continual Service Improvement

Purpose

Value to Business

The purpose of Continual Service

Improvement (CSI) is to continually align IT
services to the changing business needs in
order to improve the overall quality, delivery
and value of IT services.

Better business and IT alignment

Improved availability of IT services
Improved quality of business services
Reduced Total Cost of Ownership (TCO)

Key Activities
Define
CSI
Policy
Define
Policy

Input
Business Needs
Corporate
Vision and

Mission
Legal and Regulatory
Requirements
Service Level
Requirement

Identify Improvement Opportunities

Establish Service Level Baselines
Prepare Service Improvement Plan
Conduct Service Reviews

Output
Continual Service
Improvement Policy
Improvement
Opportunities
Service
Improvement

Plan
Service Reports

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication mayService
beReporting
reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Implementation
Closure
Evaluate Results
Honor Team
Plan Service Improvement
Transfer Ownership
Project Closure

ACT

PLAN

Process Improvement
Project Management
Methodology

Initiate and Plan

Business Case
Management Commitment
Form Team
Project Charter
Project Plan
Identify Sequence of Tasks
Approvals
Project Kick-Off

Based on the Plan Do Check Act

Process Improvement Lifecycle and
Conforms to Project Management Best
Practices

Audit
Audit Planning
Conducting Audit

CHECK

DO

Execute, Monitor & Control

Process Definition
Workshops
Finalize Tasks
GAP Analysis
Process Deployment
Guide and Mentor
Status Reporting

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Critical Success Factors

Management commitment

Funding and resources

Dedicated process owners

Planning for cultural change

Not doing too much at once

Understanding
Copyright
2010 by IT Qualitykey
Management
businessSolutions
drivers (PVT) LTD. All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Qualification Scheme

ITIL Master
ITIL Expert
Managing Across the Lifecycle
Lifecycle Modules

Capability Modules

ITIL Foundation for Service Management

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Qualification Scheme

(continued)
Foundation Level
The entry level for the scheme is the ITIL Foundation in IT
Service Management. The foundation certification is a
requirement for eligibility to take further certifications.
Intermediate Level
The ITIL Intermediate Level allows candidates to select
specific intermediate certifications which are of interest to
them, based on their own individual needs.
The intermediate level provides two modules:
Service Lifecycle Module
Copyright 2010
by IT Quality
Management
Service
Capability
Module Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval

system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

ITIL Qualification Scheme

(continued)
ITIL Expert Certificate
The ITIL Expert Certificate is awarded to candidates
in recognition of their achievement of previous levels
of ITIL qualification achievements.
ITIL Master Qualification
The final level of the scheme, the ITIL Master
Qualification is the highest qualification available
within the program.
Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights
reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission

Related Links

Office of Government Commerce (OGC) in UK

ITIL Online (UK)

www.ogc.gov.uk

www.ITIL.co.uk

itSMF IT Service Management Forum

www.itsmf.com (US)
www.itsmf.co.uk (UK)

Copyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights

reserved. No part of this publication may be reproduced, stored in any retrieval
system, or transmitted in any form or by any means, electronic or otherwise,
without written permission