ITIL Framework

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ITIL Framework von Mind Map: ITIL Framework

1. Service Strategy

1.1. Strategy Management for IT Services

1.1.1. Sub-Processes

1.1.1.1. Strategic Service Assessment

1.1.1.2. Service Strategy Definition

1.1.1.3. Service Strategy Execution

1.1.2. Definitions

1.1.2.1. Business Planning Information

1.1.2.2. Service Strategy Plan

1.1.2.3. Strategic Action Plan

1.1.2.4. Strategic Service Assessment

1.1.3. Roles | Responsibility

1.1.3.1. Service Strategy Manager - Process Owner

1.1.3.2. IT Steering Group (ISG)

1.2. Service Portfolio Management

1.2.1. Sub-Processes

1.2.1.1. Define and Analyze new or changed Services

1.2.1.2. Approve new or changed Services

1.2.1.3. Service Portfolio Review

1.2.2. Definitions

1.2.2.1. Change Proposal

1.2.2.2. Service Charter

1.2.2.3. Service Model

1.2.2.4. Service Portfolio

1.2.2.5. Service Portfolio Review Report

1.2.3. Roles | Responsibility

1.2.3.1. Service Portfolio Manager - Process Owner

1.2.3.2. IT Steering Group (ISG)

1.3. Financial Management for IT Services

1.3.1. Sub-Processes

1.3.1.1. Financial Management Support

1.3.1.2. Financial Planning

1.3.1.3. Financial Analysis and Reporting

1.3.1.4. Service Invoicing

1.3.2. Definitions

1.3.2.1. Budget Request

1.3.2.2. Budget Allocation

1.3.2.3. Cost Data for Service Provisioning

1.3.2.4. Financial Analysis

1.3.2.5. Financial Data Categories

1.3.2.6. Indirect Cost Allocation Table

1.3.2.7. Invoice

1.3.2.8. IT Budget

1.3.3. Roles | Responsibility

1.3.3.1. Financial Manager - Process Owner

1.4. Demand Management

1.4.1. Sub-Processes

1.4.1.1. No sub-processes are specified for ITIL Demand Management.

1.4.2. Definitions

1.4.2.1. Pattern of Business Activity (PBA)

1.4.3. Roles | Responsibility

1.4.3.1. Demand Manager - Process Owner

1.5. Business Relationship Management

1.5.1. Sub-Processes

1.5.1.1. Maintain Customer Relationships

1.5.1.2. Identify Service Requirements

1.5.1.3. Sign up Customers to Standard Services

1.5.1.4. Customer Satisfaction Survey

1.5.1.5. Handle Customer Complaints

1.5.1.6. Monitor Customer Complaints

1.5.2. Definition

1.5.2.1. Outline of Service Requirements

1.5.2.2. Complaints and Compliments

1.5.2.3. Complaints Log

1.5.2.4. Customer Portfolio

1.5.2.5. Customer Survey Questionaire

1.5.2.6. Desired Service Outcomes

1.5.2.7. Complaint Status Information

1.5.3. Role | Responsibility

1.5.3.1. Business Relationship Manager - Process Owner

1.5.3.2. Customer

2. Service Design

2.1. Design Coordination

2.1.1. Sub-Processes

2.1.1.1. Design Coordination Support

2.1.1.2. Service Design Planning

2.1.1.3. Service Design Coordination and Monitoring

2.1.1.4. Technical and Organizational Service Design

2.1.1.5. Service Design Review and RFC Submission

2.1.2. Definitions

2.1.2.1. Service Design Package (SDP)

2.1.2.2. Service Design Policy

2.1.3. Roles | Responsibility

2.1.3.1. Service Design Manager - Process Owner

2.2. Service Catalog Management

2.2.1. Sub-Processes

2.2.1.1. No sub-processes are specified for Service Catalogue Management.

2.2.2. Definitions

2.2.2.1. Required Modifications to Service Catalogue

2.2.2.2. Service Catalogue

2.2.3. Roles | Responsibility

2.2.3.1. Service Catalogue Manager - Process Owner

2.3. Service Level Management

2.3.1. Sub-Processes

2.3.1.1. Service Level Monitoring and Reporting

2.3.1.2. Identification of Service Requirements

2.3.1.3. Agreements Sign-Off and Service Activation

2.3.1.4. Maintenance of the SLM Framework

2.3.2. Definitions

2.3.2.1. SLM Document Templates

2.3.2.2. Operational Level Agreement (OLA)

2.3.2.3. Outline of Service Requirements

2.3.2.4. Service Acceptance Criteria (SAC)

2.3.2.5. Service Level Agreement (SLA)

2.3.2.6. Service Level Report

2.3.2.7. Service Level Requirements (SLR)

2.3.2.8. Customer Agreement Portfolio

2.3.3. Roles | Responsibility

2.3.3.1. Service Level Manager - Process Owner

2.3.3.2. Service Owner

2.4. Risk Management

2.4.1. Sub-Processes

2.4.1.1. Risk Management Support

2.4.1.2. Business Impact and Risk Analysis

2.4.1.3. Assessment of Required Risk Mitigation

2.4.1.4. Risk Monitoring

2.4.2. Definitions

2.4.2.1. Business Impact and Risk Analysis

2.4.2.2. Process and Asset Valuation

2.4.2.3. Risk Management Policy

2.4.2.4. Risk Register

2.4.3. Roles | Responsibility

2.4.3.1. Risk Manager - Process Owner

2.5. Capacity Management

2.5.1. Sub-Processes

2.5.1.1. Capacity Management Reporting

2.5.1.2. Service Capacity Management

2.5.1.3. Component Capacity Management

2.5.1.4. Business Capacity Management

2.5.2. Definitions

2.5.2.1. Capacity Management Information System

2.5.2.2. Capacity Plan

2.5.2.3. Capacity Report

2.5.2.4. Event Filtering and Correlation Rules

2.5.3. Roles | Responsibility

2.5.3.1. Capacity Manager - Process Owner

2.6. Availability Management

2.6.1. Sub-Processes

2.6.1.1. Design Services for Availability

2.6.1.2. Availability Testing

2.6.1.3. Availability Monitoring and Reporting

2.6.2. Definitions

2.6.2.1. Availability Design Guidelines

2.6.2.2. Availability Guidelines for the Service Desk

2.6.2.3. Availability Management Information System

2.6.2.4. Availability Plan

2.6.2.5. Availability / ITSCM / Security Testing Schedule

2.6.2.6. Availability Report

2.6.2.7. Event Filtering and Correlation Rules

2.6.2.8. Maintenance Plan/ SOP

2.6.2.9. Recovery Plan

2.6.2.10. Technical/ Administration Manual

2.6.2.11. Test Report

2.6.3. Roles | Responsibility

2.6.3.1. Availability Manager - Process Owner

2.7. IT Service Continuity Management

2.7.1. Sub-Processes

2.7.1.1. ITSCM Support

2.7.1.2. Design Services for Continuity

2.7.1.3. ITSCM Training and Testing

2.7.1.4. ITSCM Review

2.7.2. Definitions

2.7.2.1. Availability / ITSCM / Security Testing Schedule

2.7.2.2. Disaster Recovery Invocation Guideline

2.7.2.3. Index of Disaster-Relevant Information

2.7.2.4. IT Service Continuity Report

2.7.2.5. IT Service Continuity Plan

2.7.2.6. IT Service Continuity Strategy

2.7.2.7. Recovery Plan

2.7.2.8. Test Report

2.7.3. Roles | Responsibility

2.7.3.1. IT Service Continuity Manager - Process Owner

2.8. Information Security Management

2.8.1. Sub-Processes

2.8.1.1. Security Testing

2.8.1.2. Management of Security Incidents

2.8.1.3. Security Review

2.8.2. Definitions

2.8.2.1. Availability / ITSCM / Security Testing Schedule

2.8.2.2. Event Filtering and Correlation Rules

2.8.2.3. Information Security Policy

2.8.2.4. Information Security Report

2.8.2.5. Security Advisories

2.8.2.6. Security Alert

2.8.2.7. Security Management Information Systems (SMIS)

2.8.2.8. Test Report

2.8.2.9. Underpinning Information Security Policy

2.8.3. Roles | Responsibility

2.8.3.1. Information Security Manager - Process Owner

2.9. Compliance Management

2.9.1. Sub-Processes

2.9.1.1. No sub-processes are specified for ITIL Compliance Management.

2.9.2. Definitions

2.9.2.1. Compliance Register

2.9.2.2. Compliance Review

2.9.2.3. Enterprise Policies and Regulations

2.9.3. Roles | Responsibility

2.9.3.1. Compliance Manager - Process Owner

2.10. Architecture Management

2.10.1. Sub-Processes

2.10.1.1. No sub-processes are specified for ITIL Architecture Management.

2.10.2. Definitions

2.10.2.1. Application Framework

2.10.2.2. Change Request to Enterprise Architecture

2.10.2.3. Enterprise Architecture (EA)

2.10.3. Roles | Responsibility

2.10.3.1. Enterprise Architect - Process Owner

2.11. Supplier Management

2.11.1. Sub-Processes

2.11.1.1. Providing the Supplier Management Framework

2.11.1.2. Evaluation of new Suppliers and Contracts

2.11.1.3. Establishing new Suppliers and Contracts

2.11.1.4. Processing of Standard Orders

2.11.1.5. Supplier and Contract Review

2.11.1.6. Contract Renewal or Termination

2.11.2. Definitions

2.11.2.1. Purchase Order

2.11.2.2. Purchase Request

2.11.2.3. Standard Terms and Conditions

2.11.2.4. Supplier and Contract Management Information System (SCMIS)

2.11.2.5. Supplier and Contract Review Meeting Minutes

2.11.2.6. Supplier Evaluation

2.11.2.7. Supplier Service Level Report

2.11.2.8. Supplier Strategy

2.11.2.9. Underpinning Contract (UC)

2.11.3. Roles | Responsibility

2.11.3.1. Supplier Manager - Process Owner

3. Service Transition

3.1. Change Management

3.1.1. Sub-Processes

3.1.1.1. Change Management Support

3.1.1.2. Assessment of Change Proposals

3.1.1.3. RFC Logging and Review

3.1.1.4. Assessment and Implementation of Emergency Changes

3.1.1.5. Change Assessment by the Change Manager

3.1.1.6. Change Assessment by the CAB

3.1.1.7. Change Scheduling and Build Authorization

3.1.1.8. Change Deployment Authorization

3.1.1.9. Minor Change Deployment

3.1.1.10. Post Implementation Review and Change Closure

3.1.2. Definitions

3.1.2.1. CAB Agenda Template

3.1.2.2. Change

3.1.2.3. Change Evaluation Report

3.1.2.4. Change Management Policy

3.1.2.5. Change Model

3.1.2.6. Change Proposal

3.1.2.7. Change Record

3.1.2.8. Change Schedule

3.1.2.9. Emergency Change

3.1.2.10. Projected Service Outage (PSO)

3.1.2.11. Request for Change (RFC)

3.1.2.12. RFC Template

3.1.3. Roles | Responsibility

3.1.3.1. Change Manager - Process Owner

3.1.3.2. Change Advisory Board (CAB)

3.1.3.3. Emergency Change Advisory Board (ECAB)

3.2. Change Evaluation

3.2.1. Sub-Processes

3.2.1.1. Change Evaluation prior to Planning

3.2.1.2. Change Evaluation prior to Build

3.2.1.3. Change Evaluation prior to Deployment

3.2.1.4. Change Evaluation after Deployment

3.2.2. Definitions

3.2.2.1. Change Evaluation Report

3.2.3. Roles | Responsibility

3.2.3.1. Change Manager - Process Owner

3.3. Project Management

3.3.1. Sub-Processes

3.3.1.1. Project Initiation

3.3.1.2. Project Planning and Coordination

3.3.1.3. Project Control

3.3.1.4. Project Reporting and Communication

3.3.2. Definitions

3.3.2.1. Data for Project Plan Update

3.3.2.2. Project Charter

3.3.2.3. Project History Log

3.3.2.4. Project Plan (Service Transition Plan)

3.3.2.5. Project Portfolio Status Report

3.3.3. Roles | Responsibility

3.3.3.1. Project Manager - Process Owner

3.4. Application Development

3.4.1. Sub-Processes

3.4.1.1. No sub-processes are specified for ITIL Application Development.

3.4.2. Definitions

3.4.2.1. User Manual

3.4.2.2. Technical/ Administration Manual

3.4.3. Roles | Responsibility

3.4.3.1. Application Developer - Process Owner

3.5. Release and Deployment Management

3.5.1. Sub-Processes

3.5.1.1. Release Management Support

3.5.1.2. Release Planning

3.5.1.3. Release Build

3.5.1.4. Release Deployment

3.5.1.5. Early Life Support

3.5.1.6. Release Closure

3.5.2. Definitions

3.5.2.1. Development Work Order

3.5.2.2. Installation Work Order

3.5.2.3. Release Policy

3.5.2.4. Release

3.5.2.5. Release Record

3.5.2.6. Release Unit

3.5.3. Roles | Responsibility

3.5.3.1. Release Manager - Process Owner

3.6. Service Validation and Testing

3.6.1. Sub-Processes

3.6.1.1. Test Model Definition

3.6.1.2. Release Component Acquisition

3.6.1.3. Release Test

3.6.1.4. Service Acceptance Testing

3.6.2. Definitions

3.6.2.1. Development/ Installation QA Documentation

3.6.2.2. Test Model

3.6.3. Roles | Responsibility

3.6.3.1. Test Manager - Process Owner

3.6.3.2. Service User

3.7. Service Asset and Configuration Management

3.7.1. Sub-Processes

3.7.1.1. Configuration Identification

3.7.1.2. Configuration Control

3.7.1.3. Configuration Verification and Audit

3.7.2. Definitions

3.7.2.1. Change Request to CMS Structure

3.7.2.2. CMS/ CMDB

3.7.2.3. CMS Change Policy

3.7.2.4. Configuration Audit Report

3.7.2.5. Configuration Item (CI)

3.7.2.6. Definitive Media Library (DML)

3.7.3. Roles | Responsibility

3.7.3.1. Configuration Manager - Process Owner

3.8. Knowledge Management

3.8.1. Sub-Processes

3.8.1.1. No sub-processes are specified for ITIL Knowledge Management.

3.8.2. Definitions

3.8.2.1. Service Knowledge Management System (SKMS)

3.8.3. Roles | Responsibility

3.8.3.1. Knowledge Manager - Process Owner

4. Service Operation

4.1. Event Management

4.1.1. Sub-Processes

4.1.1.1. Maintenance of Event Monitoring Mechanisms and Rules

4.1.1.2. Event Filtering and 1st Level Correlation

4.1.1.3. 2nd Level Correlation and Response Selection

4.1.1.4. Event Review and Closure

4.1.2. Definitions

4.1.2.1. Event

4.1.2.2. Event Categorization Scheme

4.1.2.3. Event Filtering and Correlation Rules

4.1.2.4. Event Record

4.1.2.5. Event Trends and Patterns

4.1.3. Roles | Responsibility

4.1.3.1. IT Operations Manager - Process Owner

4.1.3.2. IT Operator

4.2. Incident Management

4.2.1. Sub-Processes

4.2.1.1. Incident Management Support

4.2.1.2. Incident Logging and Gategorization

4.2.1.3. Immediate Incident Resolution by 1st Level Support

4.2.1.4. Incident Resolution by 2nd Level Support

4.2.1.5. Handling of Major Incidents

4.2.1.6. Incident Monitoring and Escalation

4.2.1.7. Incident Closure and Evaluation

4.2.1.8. Pro-Active User Information

4.2.1.9. Incident Management Reporting

4.2.2. Definitions

4.2.2.1. Incident

4.2.2.2. Incident Escalation Rules

4.2.2.3. Incident Management Report

4.2.2.4. Incident Model

4.2.2.5. Incident Prioritization Guideline

4.2.2.6. Incident Record

4.2.2.7. Incident Status Information

4.2.2.8. Major Incident

4.2.2.9. Major Incident Review

4.2.2.10. Notification of Service Failure

4.2.2.11. Pro-Active User Information

4.2.2.12. Status Inquiry

4.2.2.13. Support Request

4.2.2.14. User Escalation

4.2.2.15. User FAQ

4.2.3. Roles | Responsibility

4.2.3.1. Incident Manager - Process Owner

4.2.3.2. 1st Level Support

4.2.3.3. 2nd Level Support

4.2.3.4. 3rd Level Support

4.2.3.5. Major Incident Team

4.3. Request Fulfilment

4.3.1. Sub-Processes

4.3.1.1. Request Fulfilment Support

4.3.1.2. Request Logging and Categorization

4.3.1.3. Request Model Execution

4.3.1.4. Request Monitoring and Escalation

4.3.1.5. Request Closure and Evaluation

4.3.2. Definitions

4.3.2.1. Request for Service

4.3.2.2. Service Request Model

4.3.2.3. Service Request Record

4.3.2.4. Service Request Status Information

4.3.3. Roles | Responsibility

4.3.3.1. Incident Manager - Process Owner

4.3.3.2. 1st Level Support

4.3.3.3. Service Request Fulfilment Group

4.4. Access Management

4.4.1. Sub-Processes

4.4.1.1. Maintenance of Catalogue of User Roles and Access Profiles

4.4.1.2. Processing of User Access Requests

4.4.2. Definitions

4.4.2.1. Access Rights

4.4.2.2. Request for Access Rights

4.4.2.3. User Identity Record

4.4.2.4. User Identity Request

4.4.2.5. User Role

4.4.2.6. User Role Access Profile

4.4.2.7. User Role Requirements

4.4.3. Roles | Responsibility

4.4.3.1. Access Manager - Process Owner

4.5. Problem Management

4.5.1. Sub-Processes

4.5.1.1. Proactive Problem Identification

4.5.1.2. Problem Categorization and Prioritization

4.5.1.3. Problem Diagnosis and Resolution

4.5.1.4. Problem and Error Control

4.5.1.5. Problem Closure and Evaluation

4.5.1.6. Major Problem Review

4.5.1.7. Problem Management Reporting

4.5.2. Definitions

4.5.2.1. Known Error

4.5.2.2. Known Error Database (KEDB)

4.5.2.3. Problem

4.5.2.4. Problem Management Report

4.5.2.5. Problem Record

4.5.2.6. Suggested new Know Error

4.5.2.7. Suggested new Problem

4.5.2.8. Suggested new Workaround

4.5.2.9. Workaround

4.5.3. Roles | Responsibility

4.5.3.1. Problem Manager - Process Owner

4.6. IT Operations Control

4.6.1. Sub-Processes

4.6.1.1. No sub-processes are specified.

4.6.2. Definitions

4.6.2.1. No definitions are specified.

4.6.3. Roles | Responsibility

4.6.3.1. IT Operations Manager - Process Owner

4.6.3.2. IT Operator

4.7. Facillities Management

4.7.1. No sub-processes are specified

4.7.2. No definitions are specified

4.7.3. Roles | Responsibility

4.7.3.1. Facilities Manager - Process Owner

4.8. Application Managment

4.8.1. No sub-processes are specified

4.8.2. Definitions

4.8.2.1. Skills Inventory

4.8.3. Roles | Responsibility

4.8.3.1. Applications Analyst - Process Owner

4.9. Technical Management

4.9.1. No sub-processes are specified

4.9.2. No definitions are specified

4.9.3. Roles | Responsibility

4.9.3.1. Technical Analyst - Process Owner

5. Continual Service Improvement (CSI)

5.1. Service Review

5.1.1. Sub-Processes

5.1.1.1. No sub-processes are specified

5.1.2. Definitions

5.1.2.1. Service Review Report

5.1.2.2. Suggested Service Improvement

5.1.3. Roles | Responsibility

5.1.3.1. CSI Manager - Process Owner

5.2. Process Evaluation

5.2.1. Sub-Processes

5.2.1.1. Process Management Support

5.2.1.2. Process Benchmarking

5.2.1.3. Process Maturity Assessment

5.2.1.4. Process Audit

5.2.1.5. Process Control and Review

5.2.2. Definitions

5.2.2.1. Change Request to Process Architecture

5.2.2.2. KPI Target Value

5.2.2.3. Process Architecture

5.2.2.4. Process Assessment Guideline

5.2.2.5. Process Design

5.2.2.6. Process Evaluation Program

5.2.2.7. Process Evaluation Report

5.2.2.8. Process Metric (KPI)

5.2.2.9. Seven-Step Improvement Guideline

5.2.2.10. Suggested Process Improvement

5.2.3. Roles | Responsibility

5.2.3.1. Process Architect - Process Owner

5.2.3.2. Process Owner

5.3. Definition of CSI Initiatives

5.3.1. Sub-Processes

5.3.1.1. No sub-processes are specified

5.3.2. Definitions

5.3.2.1. CSI Register

5.3.3. Roles | Responsibility

5.3.3.1. CSI Manager - Process Owner

5.4. Monitoring of CSI Initiatives

5.4.1. Sub-Processes

5.4.1.1. No sub-processes are specified

5.4.2. Definitions

5.4.2.1. No definitions are specified

5.4.3. Roles | Responsibility

5.4.3.1. CSI Manager - Process Owner