ITIL V3 所有流程全景图
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CHANGE ADVISORY BOARD
PLAN
DOCHECK
ACT
CONTINUAL SERVICE IMPROVEMENT
Service Metrics Recommendations
SERVICE STRATEGY
Service Design Package (Warranty)
Process
Metrics
SERVICE DESIGN
Process Metrics
SERVICE TRANSITION
Service Transition Package
(Release)
Process &
Technical Metrics
SERVICE OPERATION
FUNCTIONS
PROCESSES
Development
OPERATIONAL
LEVEL
AGREEMENTS
(OLA)
Long Term Business Objectives
THE BUSINESS
Business Requirements (Utility)
EXTERNAL SUPPLIERS
Underpinning
Contracts (UC)
CONTRACT
SERVICE
LEVEL
AGREEMENTS
(SLA)
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Operations Management
- Operations Control
- Facilities Management
Service Desk
Technical Management
Definition of Business Service Requirements
Determination of Market Space, IT Policies and Strategies
Specification of Service Portfolio
Demand Management
Financial Management
Seven-Step Improvement Process
Deming Cycle & CSI Model
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Knowledge Management
Service Level Management
- Service Catalogue Management
- Supplier Management
Availability Management
ITSCM
Capacity Management
Information Security Management
Service Pipeline
Service Catalogue
Retired Services
Requests for Change Appraisal
Approval
Schedule
ITIL
®
is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
The swirl logo™ is a Trade Mark of the Office of Government Commerce.
© ILX Group plc. Designed by Mark Haddad, Matt Bovill and Glyn Davies.
For further details please contact us at:
W: www.ilxgroup.com T: +44 (0)1270 611600
F: +44 (0)1270 628513 E: sales@ilxgroup.com
ILX Group plc. Registered in England & Wales No. 03525870.
Registered Office: One London Wall, London, EC2Y 5AB
ISBN 978-0-9544884-2-0 Published Nov 2007.
ITIL
®
V3 PROCESS MODEL
Applications Management Lifecycle
CMDB’s
DML
KEDB
CMIS
AMIS
SKMS
CMS
SCD
Alerts, Warnings (Integrated Tool)
Abbreviations:
SKMS – Service Knowledge Management System
CMS – Configuration Management System
CMDB – Configuration Management Database
AMIS – Availability Management Information System
CMIS – Capacity Management Information System
KEDB – Known Error Database
SCD – Supplier Contract Database
ITSCM – IT Service Continuity Management
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