The ITIL Process Map for Microsoft Visio. Examples and Overview of Contents

Transcription

1 The ITIL Process Map for Microsoft Visio Examples and Overview of Contents

2 Contents Structure of the ITIL Process Map Page 3 ITIL Process Diagrams Examples Page 4 Index of Process Diagrams contained in the ITIL Process Map Page 8 ITIL Checklists & Templates Page 14 RASCI Matrix Page 15 A live demo of the ITIL Process Map can be seen on the Internet at 2

3 Structure of the ITIL Process Map The ITIL Process Map is organized in a hierarchical way Detail levels 0 to 2 contain 30 "Process Overview" diagrams to illustrate the interrelationships of the processes. The lower level diagrams can be opened using hyperlinks. At the most detailed level (level 3), 126 "Process Detail" diagrams (activity chains in BPMN format) illustrate the flow of activities in detail. Level 0: High Level View of ITIL Level 1: ITIL Core- Disciplines The following pages contain vector graphics to see the process models in detail use your PDF viewer's zoom function. Hierarchical Structure of the ITIL Process Map Level 2: ITIL Main Processes Level 3: ITIL Sub-Processes 3

4 ITIL Reference Processes Detail Level 0: ITIL Service Lifecycle Overview: IT Service (ITIL Service Lifecycle) Processes outside the IT Organization The ITIL Service Lifecycle Processes outside the IT Organization Service Strategy Service Portfolio Customer Agreement Portfolio Customer Process Business Planning Information Desired Service Outcomes External Supplier Process Supplier Service Level Request for Change (RFC) Package (SDP) Service Transition Technical/ Administration Manual Service Level Agreement (SLA) Service Catalogue Underpinning Contract (UC) Customer Process External Supplier Process Service Operation Suggested Service Suggested Process Continual Service CSI Register High-Level-View of the ITIL Service Lifecycle The ITIL Process Map for Microsoft Visio 2018 IT Process Maps GbR 4

5 ITIL Reference Processes Detail Level 1: Overview: Processes outside the IT ITIL Processes outside Organization IT Service ITIL Processes outside Processes outside the IT Organization Superior Process Projected Service Outage (PSO) Customer Process Validation Test Customer Process Project Mgmt. User Manual (Transition Planning and ) Project Plan (Service Transition Plan) Data for Project Plan Project Portfolio External Supplier Process Technical/ Administration Update Status Request External Supplier Process Manual User Manual Validation Test Change Project Portfolio Status Development/ Install. QA Request for Change Documentation (RFC) Package (SDP) Service Acceptance Criteria (SAC) Service Catalogue Release and Deployment Development Work Order Release Record Release Policy Application Development User Manual Technical/ Administration Manual Validation Test Purchase Request Customer Agreement Portfolio Service Validation and Request for Change (RFC) Testing Test Model Validation Test Definitive Media Library (DML) Change Model Technical/ Administration Manual Change Request to CMS Structure CMS Change Policy User Manual Service Asset and Configuration Definitive Media Library (DML) Definitive Media Library (DML) Project Portfolio Status All information originating from Service processes is input for the Knowledge Service Knowledge Suggested Process Knowledge process. Displaying all inputs Mgmt. System (SKMS) There are 5 process models of this type on detail level 1 within this Overview Diagram is therefore not practicable. The ITIL Process Map for Microsoft Visio 2018 IT Process Maps GbR 5

6 ITIL Reference Processes Detail Level 2: Change Overview: Change Processes outside the IT ITIL Processes outside Organization Processes Processes ITIL Processes outside Processes outside the IT Organization Customer Process IT Service Projected Service Customer Process Outage (PSO) External Supplier External Supplier Process Process Superior Processes Request for Change (RFC) Change Package (SDP) Policy Service Catalogue Change Change Model Enterprise RFC Template Architecture (EA) CAB Agenda Risk Template Policy Request for Change (RFC) Change Model Incident Record Major Incident Review Assessment of Change Proposals RFC Logging and Review Assessment and Implementation of Emergency Changes Suggested Process Change Assessment by Minor Change the Change Manager Deployment Change Model Project Mgmt. Project Mgmt. (Transition Planning and ) Project Plan (Service Transition Plan) Project Portfolio Status Change Assessment by the CAB Change Model (Transition Planning and ) Application Application Development Development Change Scheduling and Build Authorization Release and Release and Deployment Release Policy Deployment Release Record Change Deployment Authorization Change Model Service Validation and Testing Validation Test Post Implementation Review and Change Closure Service Validation and Testing Service Asset and Service Asset and Configuration Configuration Knowledge CMS Change Policy There are 24 process models of this type on detail level 2 Knowledge The ITIL Process Map for Microsoft Visio 2018 IT Process Maps GbR 6

7 ITIL Reference Processes Detail Level 3: Assessment of s Process Details: Assessment of s Process Owner Superior Processes Change Manager Change Policy IT Service Change Service Asset and Configuration Change Model Service Catalogue Assessment of Change Proposals Process Objective: To asses s which are typically submitted for significant Changes by. The purpose of assessing s is to identify possible issues prior to the start of design activities. Change RFC Logging and Review Change Enterprise Architecture (EA) Risk Policy Resource Change Manager Check proposal for completeness and practicability Determine required CAB members Schedule CAB meeting Circulate documents for preparation must be rejected State reasons and document rejection Notify Change Proposal initiator of rejection to be assessed. If required, consult with the initiator prior to rejecting the Change Proposal. Depending on the nature of the Change Proposal to be assessed by the CAB. CAB meetings may be a mix of formal and electronic meetings, depending on the complexity of the issues to be discussed. Provide CAB members in advance with information, in particular the Change Proposal and any supporting documents. may be authorized This possibly includes suggestions on how to modify the proposed Change before it can be re-submitted. Document authorization Add the Change Proposal to the rejected. authorized. Resource Change Advisory Board (CAB) Assess risks associated with the Change Proposal Assess the proposed schedule for implementation Determine any required modifications to the Change Proposal Determine if must be escalated Escalation of Change Proposal not required. Decide if Change Proposal may be authorized Assess risks related to Business processes on the client side. Services. Important parts of the infrastructure. If required, consult with technical experts. Assess risks related to Check if there are any reasons to object to the proposed implementation date (e.g. conflicts with the existing Change Schedule). If the assessment leads to the conclusion that a higher level of authority is required to authorize the proposed Change (e.g. proposal must be authorized by IT or the Business Executive Board). to be escalated (e.g. to IT ). Get approval from higher level of authority If required, consult also with the proposal's initiator. There are 126 sub-process models of this type on detail level 3 7

8 Index of Processes Contained in the ITIL Process Map The ITIL Process Map offers complete coverage of the ITIL Service Lifecycle. Detail: Process Index The following pages provide a complete view of the process hierarchy contained in the ITIL Process Map. Each of the processes on detail levels 0 to 2 is represented by a "Process Overview" diagram. Each sub-process on detail level 3 is represented by a "Process Details" diagram (BPMN activity chain). Processes (detail levels 1 and 2) linked to "Overview diagrams Sub-Processes (detail level 3) linked to "Details" diagrams (BPMN activity chains) The following pages contain vector graphics to see the process models in detail use your PDF viewer's zoom function. 8

9 Process Index: Process Overviews Process Details 1 Strategy for IT Services 1.1 Strategic Service Assessment Definition Execution Service Portfolio 1.2 Define and Analyze new or changed Services Approve new or changed Services Service Portfolio Review Financial for IT Services 1.3 Financial Financial Planning Financial Analysis and ing Service Invoicing Demand 1.4 Business Relationship Process Index: 1.5 Maintain Customer Identify Service Sign up Customers to Customer Satisfaction Handle Customer Monitor Customer Relationships Requirements Standard Services Survey Complaints Complaints The ITIL Process Map for Microsoft Visio 2018 IT Process Maps GbR 9

10 Process Index: Process Overviews Process Details 2 Design Coordination 2.1 Design Coordination Planning Coordination and Monitoring Technical and Organizational Service Design Review and RFC Submission Service Catalogue 2.2 Service Level 2.3 Maintenance of the SLM Framework Identification of Service Requirements Agreements Sign-Off and Service Activation Service Level Monitoring and ing Risk 2.4 Risk Business Impact and Risk Analysis Assessment of Required Risk Mitigation Risk Monitoring Capacity 2.5 Business Capacity Service Capacity Component Capacity Capacity ing Availability 2.6 Design Services for Availability Availability Testing Availability Monitoring and ing IT Service Continuity 2.7 ITSCM Design Services for Continuity ITSCM Training and Testing ITSCM Review Information Security 2.8 Design of Security Controls Security Testing of Security Incidents Security Review Compliance 2.9 Supplier Architecture 2.10 Process Index: 2.11 Providing the Supplier Framework Evaluation of new Suppliers and Contracts Establishing new Suppliers and Contracts Processing of Standard Orders Supplier and Contract Review Contract Renewal or Termination

11 Process Index: Process Overviews Process Details 3 Change 3.1 Change 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 prior to Planning prior to Build prior to Deployment after Deployment Project Mgmt. (Transition Planning and ) 3.3 Project Initiation Project Planning and Coordination Project Control Project ing and Communication Application Development 3.4 Release and Deployment 3.5 Release Release Planning Release Build Release Deployment Early Life Release Closure Service Validation and Testing 3.6 Test Model Definition Release Component Acquisition Release Test Service Acceptance Testing Service Asset and Configuration 3.7 Configuration Identification Configuration Control Configuration Verification and Audit Process Index: Knowledge 3.8 The ITIL Process Map for Microsoft Visio 2018 IT Process Maps GbR 11

12 Process Index: Process Overviews Process Details 4 Event 4.1 Maintenance of Event Monitoring Mechanisms and Rules Event Filtering and 1st Level Correlation 2nd Level Correlation and Response Selection Event Review and Closure Incident 4.2 Incident Incident Logging and Categorization Immediate Incident Resolution by 1st Level Incident Resolution by 2nd Level Handling of Major Incidents Incident Monitoring and Escalation Incident Closure and Evaluation Pro-Active User Information Incident ing Request Fulfilment 4.3 Request Fulfilment Request Logging and Categorization Request Model Execution Request Monitoring and Escalation Request Closure and Evaluation Access 4.4 Maintenance of Catalogue of User Roles and Access Profiles Processing of User Access Requests Problem 4.5 Proactive Problem Identification Problem Categorization and Prioritization Problem Diagnosis and Resolution Problem and Error Control Problem Closure and Evaluation Major Problem Review Problem ing IT Operations Control 4.6 Facilities 4.7 Application 4.8 Process Index: Technical

13 Process Index: Process Overviews Process Details 5 Service Review 5.1 Process Evaluation 5.2 Process Process Benchmarking Process Maturity Assessment Process Audit Process Control and Review Definition of CSI Initiatives 5.3 Monitoring of CSI Initiatives 5.4 Process Index: The ITIL Process Map for Microsoft Visio 2018 IT Process Maps GbR 13

14 ITIL Checklists in Microsoft Word Format The ITIL Process Map contains more than 100 checklists/ document templates. 14

15 RASCI Matrix: Participation of ITIL Roles in ITIL Processes Open a process diagram directly from the matrix by clicking on a process name. Pop-up hints show the process objectives. Set filters to show the responsibilities for specific roles. 15

16 IT Process Maps GbR Dipl.-Ing. Stefan Kempter & Dr. Andrea Kempter Schönauer Str Lindau (Bodensee) Germany Tel Fax Web: Member of itsmf IT Process Maps GbR, 2018 ITIL is a registered trade mark of AXELOS Limited. IT Infrastructure Library is a registered trade mark of AXELOS Limited. The Swirl logo is a trade mark of AXELOS Limited. Used under licence from AXELOS Limited. All rights reserved. Microsoft, Visio, Excel, SharePoint and Word are registered trademarks of Microsoft Corp. 16