Documentos de Académico
Documentos de Profesional
Documentos de Cultura
Service Measurement
Service Reporting
Service Design
Define policies
and methods
SKMS
Coordinate design
activities
Capacity
Management
Planning
Business/Service/
Component capacity
Maintain catalogue
SKMS
CMIS
Capture Service
Level Requirements
SCMIS
UC
Supplier
Management
Technical Business
Service Catalogue
Management
Negotiate &
establish SLA
Produce and
present service
reports
Design Coordination
SLA
Descripti
on
Servic
Suppor
e
t
Hours
Establish contract
Performance
SLA
Duratio
n
Signatur
e
SKMS
SLA
Renew/terminate
suppliers and
contracts
Service
Catalogues
10%
30%
Capacity Plan
Requirements
Plan, design and
model for
performance
Demand
Management
Application sizing
Monitor, adjust &
maintain
Report & Improve
Projected
Service
Unavailability
Performance
reports
Service/Component
availability
Requirements
Risk assessment
and management
Vital Business
Functions (VBF)
Plan and design for
availability
Implement
Monitor, adjust &
maintain
Report & Improve
Coordinate
individual designs
Service
Portfolio
10%
Continuity
Plan
Availability
Plan
Service Operation
Applications Management function
Service Portfolio
Management
Customer Portfolio
Define
Customer
Agreements
Portfolio
Evaluate services
Customer
Satisfaction
Charge-back
Analyse
Authorise
Self serve
Charter
SKMS
Service
Requests
Events and
alerts
Event Management
Design for event
management
Configure system
Notification/
Detection/Log
Request fulfillment
Modeling
Access Management
Log request
Receive request
Automate workflow
Request verification
Fulfillment
Closure
Filter/correlation/
significance
Alert and response
Request
Models
1
Request
Models
Remove-restrict
access rights
Maintain groups and
roles
SKMS
Roles and
groups
Organizational Change
Deming Cycle
Categorize &
prioritize
Categorise and
prioritize
Initial support
Investigate and
diagnose
Diagnose
Workaround
Close
SKMS
Incident
records
Resolve
Known error
records
Follow up &
communicate
Problem
records
User satisfaction
survey
Ownership
Close
Major problem
review
Service
Improvement
proposals
Service
Design
Package
(SDP)
Discovery
tools
Change
Management
Log, review and
categorize
Assess and authorize
build and test
Mon
27
Organization and
RACI Charts
Tue
28
Change Schedule
Work
order
Release and
Deployment
Management
3
Release
packages
Knowledge
Management
Knowledge
management strategy
Manage data,
information,
knowledge
Authorize deployment
Status report
Spares
Inventory and
licence management
Emergency change
Prepare
transition
Service Validation
and Testing
Service and quality
assurance
Test policies
Test strategy
Knowledge transfer
Using SKMS
CMDBs
Verification and
audit
Prepare
Release review
CMS
Post Implementation
Review
SKMS
Plan and Identify
Coordinate
deployment
Plan
Validation and
Tests Plans
CAB
Financial Plan
Patch
Management
Definitive
Media Library
Return On
Investment
Problem
Management
SKMS
ISMS
Service Cost
Structure
Incident
Management
Information Security
management
Risk
Management
Service Transition
Business activities
and patterns
Funding
Service
Requirements
Security
Policies
Demand
Management
IT Financial
Management
Business
Relationship
Management
IT Service
Continuity
Management
SKMS
AMIS
30%
Monitor individual
designs
Service Strategy
SKMS
Maintain service
catalogues
20%
Plan individual
designs
Availability
Management
Produce service
catalogues
Evaluation of new
suppliers
Maintain SCMIS
Improve
service design
Service Level
Management
SLA/
OLA
SKMS
Manage design
risks and issues
ITIL 2011
CSI Register
Transition
policies
release
policies
Support
transition
And asset
Change Evaluation
Evaluation plan
Expected and
unexpected effects of
change
Evaluation of expected
performance
Evaluation of real
performance
Risk management
Test plan and results
Version
2015/01/11
IT Governance