Post on 14-Apr-2015
description
Process Review & Maturity Reporting (Compliance)Roi & Value Reviews & Building Alignment Planning
Pattern of Business Activity
Service Level Management
Planning
Capture Service Requirements
Review/Update OLA and UPC
Produce SLA
SLA
Business Technical
Definition
Scoping
Policy
Update
Maintain
Service Catalogue Management
Supplier Management
Strategy
Policy
Evaluation
Contract
PerformancePerformance
Report
SKMS
Service Catalouge
Projected Service Outage
SERVICE DESIGN
Availability Management
Requirements
Plan
Implement
Monitor
Report
Availability Plan
Performance Report
SKMS
AMIS
Review
Improve
New Requirements
Plan
Maintain
CapacityManagement
Continuity Plan
Capacity Plan
SKMS
CMIS
IT Service Continuity
Business Impact Analysis
Requirements
Strategy
Plan
Implement
Review
Innovation
Information Security
Governance
Define Policy
Implement
Monitor
Analysis
Security Policy
SKMS
SMIS
Risk Management
Financial Management
Service Valuation
Funding
Charge back
ROI
SERVICE STRATEGY
Service Portfolio Management
Definition
Analysis
Authorisation
Charter
Demand Management
Patterns of Business Activity
Financial Plan
Patterns of Business Activity
SKMS
Service Portfolio
SERVICE OPERATION
Self ServiceService Desk
Request Fulfillment
Logging
Modelling
Workflow Automation
Fulfillment
Closure
Identification & Logging
Categorise
Priortise
Diagnose
Resolution & Recovery
Closure
Incident Management
Problem Management
Detect & Logging
Categorise
Priortise
Analysis & Diagnosis
Resolution
Closure
Review
Request Model
Customer Satisfaction
Survey
Service Improvement
Proposals
Event Management
Design & Event Modelling
System Configuration
Service Monitoring
Response & Closure
Review
SecurityPolicy
Associated Functions
IT Operations Management
Technical Management
Application Management
Request Logging
Request Verification
Provide Access Rights
Restrict/RemoveAccess Rights
Maintain Roles & Groups
Access Management
SKMS
Alerts &Events
Known Errors
Problem Records
Incident Records
Service Requests
SERVICE TRANSITION
Service Asset & Configuration
Planning & Identification
Control
Status Reporting
Verification& Audit
Housekeeping
Licence Management
Discovery Tools
Registration & Categorisation
Assessment & Authorisation
Plan & Control
Schedule Changes
Measurement & Reporting
Service Evaluation
Emergency Change
Change Management
Planning
Preparation
Build & Test Cycles
Pilot & Deployment
Retirement
Early Life Support
Release Review
Release &Deployment
Knowledge Management
Record & Approve
Monitoring
Work Order
DefinitiveMedia
Libraries
Customer SatisfactionSurveys
Survey Reviews and Improvement Planning
Management Information Review & Trend Reporting
Service Reporting Communications Strategy & Plan
Spares Store
Asset Store
CAB
Schedule of
Change
onM
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SKMS
Known Errors
SKMS
CMS
CMDB’sOrganisationand RACI
“ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries”. © Copyright 2009 QAI India Limited unless otherwise stated.
Validation &
Test Plans
Release Package
Remediation Plans
Patch Management