ITIL_2011_Mind_Maps

ITIL2011MindMaps®ITILisaregisteredtrademarkoftheCabinetOffice.TheSwirlLogoisaregisteredtrademarkoftheCabinetOffice.13ITILMindMaps:ServiceManagementasaPracticeITILServiceStrategyITILServiceStrategyProcessesITILServiceDesignITILServiceDesignProcessesITILServiceTransitionITILServiceTransition(SACM)ITILServiceTransition(ChangeandEvaluation)ITILServiceOperationITILServiceOperationFunctionsITILServiceOperationProcessesITILContinualServiceImprovementITILCSIImprovementProcessesServiceManagementasaPracticeBestPracticeSourcesStandards-ISO20000TrainingandeducationInternalandexternalexperienceResearchIndustrypractice-SarbanesOxley(SOX),FinancialServicesAuthority(FSA)EnablersEmployeesCustomersSuppliersAdvisorsTechnologyKnowledgetoachievebusinessobjectivesDefinitionsProcessCoordinatedactivitiesPerformancedrivenCreatesvalueforcustomersDefinesroles,activities,guidelinesCharacteristicsMeasurableSpecificResultsCustomersRespondstotriggersFunctionSpecialisedunitsPerformcertaintypesofworkRoleResponsibilitywithinprocessorfunctionRACIModelResponsibleAccountableOnepersonConsultedInformedClarifiesrolesandresponsibilitiesProcessModelControlOwnerDocumentationObjectivesFeedbackProcessActivitiesProceduresMetricsImprovementRolesEnablersCapabilitiesResourcesServiceManagementSetofspecialisedcapabilitiesProvidesvalueforcustomersviaservicesITservicemanagementProcessOwnerDefinesStrategy,policy,standardsAssistswithdesignDocumentationAuditsCommunicationInputtoCSIregisterProcessmanagerProcesspractitionerServiceOwnerMaintenancePrimecustomercontactEnsuresdeliverymeetsrequirementsIdentifyareasforinputintoCSIregister/raiseRFC'sCommunicationwithProcessOwnersReporting&monitoringAccountablefordeliveryofserviceServiceFacilitatesoutcomeswithoutcosts&risksRiskUncertaintyofoutcomeValuetocustomersUtilityFunctionalityFitnessforpurposeWhatthecustomergetsWarrantyFitnessforusePerformanceHowserviceisdeliveredShownbyEconomicvalueReputationCustomerPerceptionClassificationCoreEnablingEnhancingITIL-ServiceManagementasaPracticeITILisaregisteredtrademarkoftheCabinetOffice.Thisdocumentcanbesharedinternally.ForOnlineITILTrainingandDetailsofSpecialOffers-Visit:(TypeI)SharedServiceUnit(SSU)(TypeII)External(TypeIII)SuppliesservicetooneormorecustomersDisaggregationOutsourcingAggregationInsourcingMarketingmindsetWhatisourbusiness?Whoisourcustomer?Whatdoesthecustomervalue?Whodependsonourservices?Howdotheyuseourservices?Whyaretheyvaluabletothem?GovernanceRules,policies,processesbywhichbusinessesareoperated,regulated,controlledEstablishandmaintainbusinessrelationshipsEnsureserviceprovidercanmeetneedsofthebusinessAssistsbusinessinarticulatingvalueofserviceEvaluates,directs,monitorsthestrategy,policiesandplansActivitiesEvaluateDirectMonitorFrameworkEstablishresponsibilitiesStrategytosetandmeetobjectivesAcquireforvalidreasonsEnsureperformancewhenrequiredEnsureconformancewithrulesEnsurerespectforhumanfactorsStagesServicethroughcollaborationServicethroughcoordinationServicesthroughdelegationServicesthroughdirectionServicesthroughnetworkImplementationCurrentstateassessmenttargetstatedefinitionGapanalysisProjectestimationProjectconsolidationRoadmapDesigningthestrategyDefinitionofrolesServiceportfolio,customerportfolio,customeragreementportfolioDemandmanagementprocedures,techniquesandtoolsInterfacesbetweenallservicestrategyprocessesandotherprocessesForOnlineITILTrainingandDetailsofSpecialOffers-Visit: