ITSM Process Model

1 Service Strategy

1.1 Strategy Management for IT Services

Continuity Security
Management Management

IT Arch. Design Sec. Spec. for

Arch. Desugn

Strategic
Availability IT Arch.
Design
Management for IT Arch.
Management
IT Services Design

1.2 Financial Management for IT Services

Request
Fulfillment

Change
Management

Invoice Cost
Data Cost Data

Billing Information
Capacity Plan Financial Available
Capacity
Management
Cost Analysis Management Verified IT Asset
Asset
for IT Services Information Available Management

Cost Data

Release
Management

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1.3 Portfolio Management

Strategic
Management for IT
Service

IT Service Service
Strategy Information

New/Changed
Service Catalogue Service
Service Design
Management Portfolio Service Demand
Information Management
Service Pipeline Management

Budget

Financial
Management

1.4 Business Relationship Management

IS Solution
Business
Demand
Relationship Requirements
Management
Management

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1.5 Demand Management

Business
Relationship
Management

Requirements IS
Solution

Service
Change Information
CR
Management Demand New/Changed Portfolio
Service Management
Management

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2 Service Design

2.1 IT Security Management

Continuity Problem Availability

Management Management Management

Sec.
Sec. Spec. For
Spec. For Problem Avail. Design
Cont. Plan Report
Service Level Services Portfolio
Security Section
Design
Management Of SLA s Management
Security Security
Specs. Plan

Security Threat
Specs. Assessment
Change RFC Activity Security Management Capacity
Management Security Management
Plan
RFC
Security
Spec. For
Security New
Plan Services Services
Incident
Sec. Incident Validation &
Management CI Sec. Security
Response CMDB
Attributes IT Spec. For Specs Testing
Data
& Arch. Arch.
Query Realease
Sec. Section Relationship Design
Of SLA s Activity

Strategic
Supplier Configuration Release
Management for
Management Management Management
IT Services

2.2 IT Service Continuity Management

CI Data
FSC
Configuration Change
Management CMDB Management
Data Query IT Service Continuity Continuity
Plan
Management
Security
Security Plan Continuity Service Level
Management Plan Management

Continuity Capacity Availability

Plan Plan Plan

Capacity Availability
Management Management

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2.3 Availability Management

Configuration Change
Management Management

CMDB
CI Data Data FSC Availability
Query

Availability
Plan
Service Level Continuity
Management Services Availability Management
Plan
Req s Availability
Management
IT Performance
Strategic Architechture Reporting
Design Capacity
Management for Availability
Plan Management
IT Services

Security Problem
Plan Record

Security Problem
Management Management

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2.4 Capacity Management

Change Management
Configuration
Management

Forward CMDB Data

Incident Tasks Availability Query
RFC sSchedule CI
Assessment
Of Change Data

Capacity
Incident Plan
Management Performance Service Level
Reporting Management
Resolution Services
Analysis Requierments

Capacity Management Release

Sign Off
Problem Task
Performance
Problem Test Results
Release Management
Management Problem
Record Release
Plan

Cpacity Plan
Threat Security Capacity Plan
Continuity Plan
Assessment Plan
Cost
Performance Reporting Analysis
Availability
Continuity Plan
Management
Availability Security Financial
Management Management Management

2.5 Supplier Management

Security
Management

Supplier
Conformance

Problem Performance Supplier Performance

Incident
Issues
Management Issues Management
Management

Underpinning
Contract

Service Level
Management

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2.6 Service Level Management

Change
Management

Service
Level
RFC
Assessment
Request

Service Level Service Report

Incident
Request Fulfillment SLA Target
Management SLA Target Management

Service Reports CI Attributes CMDB

& Relationship Data Query

SLA Target
Service
Pervormance
Data
Service Catalogue Cofiguration
Management Management

2.7 Service Catalogue Management

Financial Configuration
CMDB Data Query
Management Management

Budget, Charging

CI, Attributes,
Relationship and history
Notification of Change
Change
FSC
Service Catalogue Initiate Service Request
Request
Management Management Fulfillment
RFC
Service Report
Service Pipeline

Availability Data
Service Design

Portfolio Avaibility Service Level

SLA Targets
Management Management Management

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2.8 Design Coordinator

Service Catalogue Service Level

Management Management

Service SLA

IT Service
Capacity
Continuity Continuity Plan Design Coordinator Capacity Plan
Management
Management

Availability
Plan UC

Availability Supplier
Management Management

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3 Service Transition

3.1 Transition Planning & Support

Release &
Change
Deployment
Management
Management

Transition Plan Transition Plan

Transition
Service Validation
Change Evaluation Transition Plan Planning & Transition Plan
& Testing
Support

Transition Plan

Service Asset &

Configuration
Management

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3.2 Change Management

Financial
Capacity Release
Management for IT
Managemnt Management
Services
Release Closed
Record RFC
FSC
Bundled Approved RFC
RFCs RFCs Updates

RFC
Capacity Cost Data
Sign-off

Problem
Notification of
Change
Change Record

RFC Problem
Incident Emergency RFC Management Management
Management Known Errors
FSC

Forward
Schedule of Change Projected Service
Change (FSC) Baseline
(RFC) Avaibility (PSA)
CI Attributes, Record CI Data
Relationships
CMDB Data
& History
Query/Update

Configuration Availability
Service Desk
Management Management

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3.3 Release & Deployment Management

Change
Management

Closed Release
Known RFCs Update
Problem Errors Financial
Bundled Release Approved
Management RFCs Record Release Cost Data Management

Problem
Record
Performance
Release Release & Test Result
Incident Schedule Capacity
Management Support
Deployment Release Plans
Management
Documentation Management Release
Sign-off

Support Update/
Documentation New SLA s
Service Level
Service Desk Base
Release Maintaned Management
Line
Record
CI Data DML
CMBD CI
Data Attributes
Query/ &
Update Relationship

Configuration
Management

3.4 Change Evaluation

RFC

Change
Management
Evaluation Report Change Evaluation

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3.5 Service Asset & Configuration Management

Service Level Change Capacity

Management Management Management
CI Attributes,
Relationship CMDB
CMDB & History Query /
Data Query Change Update CMDB
Baseline Maintaned
(RFC) Data
CI Data DML
Record Query
CI Attributes &
Relationship
Service CI Data
Perfomances CMDB
Data Data Query
CMDB
Service Asset &
Query / Update Problem
Configuration Problem Record
Management
Incident
Management CI Attributes, Management CI Attributes,
Relationships
Relationships & History
& History

CI Attributes,
Relationships
& History
Realesed Baseline Maintaned
Record CI Data DML
CMDB
CI Attributes, Query /
Realtionships Update
& History CMDB
Query /
Update
Release Service Request
Management Management

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3.6 Knowledge Management

Configuration Change
Event Management
Management Management

Service configuration Service

baseline Information
Event information,
CI Status

Service change

New Service

Workaround Knowledge Workaround

Problem
Incident Known error Management Management
Management Service Knowledge
Service Knowledge Management Base
Management Base
Service Knowledge
Management Base
Service Knowledge
Management Base
Updated
Service request
Variety of Service level, avaibility,
Knowledge article capacity, configuration baseline

Service Request Release

Service Desk
Management Management

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4 Service Operation

4.1 Incident Management

Capacity Resolution Problem Configuration

Management Analysis Management Management

CMDB Data Query

Fix
Incident Incident CI Attributes, Relationship and History
Solution
Task

Service Desk Notification

Of Change
Change
Incident record Management
FSC

Incident Record
Incident RFC
User
Incident email Management
Solution

Knowledge
Event
Knowledge base Management
Event Management

Avaibility
Support Data
Documentation

Service
Reports
Release SLA
Schedule Targets
Release Avaibility Service Level
Management Management Management

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4.2 Request Fulfillment

Financial
Service Desk Management

Initiate/Update Cost
Invoice
Service request Data

Service
Performance CI Attributes &
Data Relationships
Sevice Level Configuration
Management Request Fulfillment CMDB Data Management
Update/New SLA s Query/Update

Initiate Service
Request

Incident
Management

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4.3 Problem Management

Knowledge
Service Desk
Management
Workaround

Known Errors
Known Errors
Knowledge Base

CI Details Known Error

Configuration Change
Management CMDB Query RFC Management
Problem Problem Problem record
Record
Incident
Data
Management
Workaround Problem record
Incident Problem Record
Problem Task
Capacity
Management Known Errors Management

KnownProblem
Problem Record
Errors Record

Release Availability
Management Management

4.4 Event Management

Incident Problem
Management
Event Event Management Event
Management

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4.5 Access Management

Access
Request Fulfillment Request
Management

5 Continual Service Improvement

The 7 Steps
Problem
Management
Corrective &
Preventive Action
Improvement Evaluation
Result
Change Evaluation
Process

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