ItIL Framework subprocesses
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Flashcards
Subprocesses of Business Relation Management
- Maintain Customer Relationships
- Identify Service Requirements
- Sign up to Standard Services
- SaGsfacGon Survey
- Handle complaints
- Monitor complaints
Subprocesses of Financial Management
–Budgeting
–IT Accounting
–Charging
Subprocesses of Service Portfolio Management
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Define changed / new Service(s)
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Approve changed / new Service(s)
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Service Portfolio Review
Subprocecces of Strategy Management
Strategic Service Assessment
- Assess present situation
Service Strategy Definition
- Define overall goals
Service Strategy Execution
- Define and plan
Subprocesses of Design Coordination
–Support
–Planning
–Monitoring
–Technical / Organizational
–Review / RFC
Subprocesses of Service Level Management
–Maintenance
–Identification
–Agreement
–Monitoring / reporting
Subprocesses of Service Continuity Management
–Support
–Design
–Training / testing
–Review (continuously)
Subprocesses of Supplier Management
–Providing framework
–Evaluation new suppliers/contracts
–Establishing new suppliers/contract
–Process standard orders
–Review
–Renewal / termination
Subprocesses Availability Management
–Design
–Testing
–Monitoring / reporting
Subprocesses Capacity Management
–Business
–Service
–Component
–Reporting
Subprocesses of Security Management
–Design
–Testing
–Managing incidents
–Review
Subprocesses of Transition Planning & Support
–Initiation
–Planning / coordination
–Control
–Reporting / communication
Subprocesses Change Management
•Subprocesses
–Support
–Assessment
–RfC logging/review
–Emergency changes
–Assessment by change manager
–Assessment by CAB
–Scheduling
–Autorization
–Deployment
–Review / closure
Subprocesses of Change Evaluation
•Subprocesses
–Evaluation prior to planning
–Evaluation prior to build
–Evaluation prior to deployment
–Evaluation after deployment
Subprocesses of Service validation and testing
–Definition
–Component acquisition
–Release test
–Acceptance
Subprocesses of Service asset / configuration mgt
•Subprocesses
–Identification
–Control
–Audit / verification
Subprocesses of Release / deployment management
•Subprocesses
–Support
–Planning
–Build
–Deploy
–Support
–Closure
Subprocesses of Event management
•Subprocesses
–Maintenance
–Filtering
–2nd level response
–Review / closure
Subprocesses of Incident management
•Subprocesses
–Support
–Logging / categorization
•Priority = Impact * Urgency
–Immediate resolution (first fix)
–Resolution by 2nd line support
–Handling major incidents
–Monitoring / escalation
–Closure / evaluation
–User information
–Reporting
Subprocesses of Problem management
•Subprocesses
–Proactive identification
–Categorization / classification
–Diagnosis / solution
–Control
–Closure / evaluation
–Review
–Reporting
Subprocesses of Request fulfillment
•Subprocesses
–Support
–Logging / categorization
–Execution
–Monitoring (escalation)
–Closure / evaluation
Subprocesses of Access management
•Subprocesses
–Maintaining catalogue with roles and their level of access (access profile)
–Processing
•Add
•Change
•Revoke
Subprocesses of Continual Service Improvement
•4 subprocesses:
•
–Review
–Evaluate
–Define initiatives
–Monitor initiatives
