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<map version="freeplane 1.3.0">
<!--To view this file, download free mind mapping software Freeplane from http://freeplane.sourceforge.net -->
<node FOLDED="false" ID="Freemind_Link_1" CREATED="1342674902826" MODIFIED="1411428998878"><richcontent TYPE="NODE">
<html>
<head>
</head>
<body>
<p style="text-align: center">
ITILv3 Processes
</p>
<p style="text-align: center">
Across the Service LIfecycle
</p>
<p style="text-align: center">
Phases
</p>
</body>
</html>
</richcontent>
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<node TEXT="Service Strategy" POSITION="left" ID="Freemind_Link_10" CREATED="1342674902826" MODIFIED="1411428998881">
<node TEXT="Demand Management" ID="Freemind_Link_11" CREATED="1342674902826" MODIFIED="1411428998885">
<node TEXT="To analyze, track, monitor, and document Patterns of Business Activity (PBA)
 to predict the current and future demand for services and enable the appropriate
 capacity to be delivered at the right cost and at the right time." ID="ID_1008056856" CREATED="1398321372784" MODIFIED="1411428998889"/>
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<node TEXT="Financial Management" ID="Freemind_Link_12" CREATED="1342674902827" MODIFIED="1411428998894">
<node TEXT="To provide the business and IT with the quantification in financial terms
of the value of the assets underlying the provisioning of those services,
and the qualification of operational forecasting." ID="ID_1153434807" CREATED="1398321388713" MODIFIED="1411428998898"/>
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<node TEXT="Service Portfoliio Management" ID="Freemind_Link_13" CREATED="1342674902827" MODIFIED="1411428998902">
<node TEXT="To provide a dynamic method for governing investments in
service management across the enterprise, and managing them for value." ID="ID_705149163" CREATED="1398321623783" MODIFIED="1411428998904"/>
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<node TEXT="Service Design" POSITION="left" ID="Freemind_Link_14" CREATED="1342674902827" MODIFIED="1411428998908">
<node TEXT="Supplier Management" ID="Freemind_Link_15" CREATED="1342674902828" MODIFIED="1411428998911">
<node TEXT="To manage suppliers and the service the supply; to provide seamless quality
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<node TEXT="Information Security Management" ID="Freemind_Link_16" CREATED="1342674902828" MODIFIED="1411428998916">
<node TEXT="To align IT security with business security and ensure that information
security is effectively managed in all service and Service Management activities." ID="ID_969435698" CREATED="1398321657432" MODIFIED="1411428998918"/>
</node>
<node TEXT="Service Catalog Management" ID="Freemind_Link_17" CREATED="1342674902828" MODIFIED="1411428998921">
<node TEXT="To manage the information in the Service Catalog and to ensure that it is
 accurate and reflects the current details, status, interfaces, and dependencies
of all services that are being run or prepared to run in the live environment." ID="ID_744911433" CREATED="1398321681220" MODIFIED="1411428998923"/>
</node>
<node TEXT="Service Level Management" ID="Freemind_Link_18" CREATED="1342674902829" MODIFIED="1411428998927">
<node TEXT="To ensure than an agreed-upon level of IT services is provided for all current
IT service and that future services are delivered to agreed-upon achievable
targets; proactive measures are also take to seek and implement improvements
to the level of service delivered." ID="ID_953086579" CREATED="1398321707666" MODIFIED="1411428998929"/>
</node>
<node TEXT="Capacity Management" ID="Freemind_Link_19" CREATED="1342674902829" MODIFIED="1411428998931">
<node TEXT="To ensure that cost justifiable IT capacity in all areas of IT always exists and
is match to the current and future agreed-upon needs of the business in a timely manner." ID="ID_134853037" CREATED="1398321736044" MODIFIED="1411428998932"/>
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<node TEXT="Availability Management" ID="Freemind_Link_20" CREATED="1342674902829" MODIFIED="1411428998934">
<node TEXT="To ensure that the level of services availability delivered in all services
 is matched to or exceeds the current and future agreed-upon needs of
the business in a cost-effective manner." ID="ID_1441493257" CREATED="1398321755544" MODIFIED="1411428998869"/>
</node>
<node TEXT="Continuity Management" ID="Freemind_Link_21" CREATED="1342674902830" MODIFIED="1411428998935">
<node TEXT="To support the overall Business Continuity Management process by ensuring
that the required IT technical and service facilities can be resumed within
required and agreed-upon business timescales." ID="ID_770625036" CREATED="1398321787612" MODIFIED="1411428998936"/>
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<node TEXT="Anecdotal Summation:" POSITION="right" ID="ID_960110449" CREATED="1398322119002" MODIFIED="1411428998938">
<node TEXT="Scenario: Constructing a new building
(courtesy of Mr. Juan Jiménez)" ID="ID_1791183063" CREATED="1398322245465" MODIFIED="1411483626180">
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<p>
<b>Service Strategy: </b>
</p>
<p>
Meeting with potential tenants who might use the building
</p>
<p>
to see what they want/need; this results in a wants/needs list
</p>
</body>
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</node>
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<head>
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<body>
<p>
<b>Service Design: </b>Taking the high-level requirements to an architect to
</p>
<p>
 design a building that meets all or part of the wants/needs list; this
</p>
<p>
results in a set of blue-prints
</p>
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</node>
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<head>
</head>
<body>
<p>
<b>Service Transition:</b> 
</p>
<p>
taking the blue prints to a general contactor
</p>
<p>
for implementation; this results in the desired building
</p>
</body>
</html>
</richcontent>
</node>
<node ID="ID_393873319" CREATED="1398322245475" MODIFIED="1411428998943"><richcontent TYPE="NODE">
<html>
<head>
</head>
<body>
<p>
<b>Service Operation</b>:
</p>
<p>
Providing the building superintendent a certificate-of-occupancy
</p>
<p>
 so the tenants can use the building
</p>
</body>
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</richcontent>
</node>
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<html>
<head>
</head>
<body>
<p>
<b>CSI:</b> 
</p>
<p>
Improving the building to meet the wants/needs of the tenants
</p>
</body>
</html>
</richcontent>
</node>
</node>
</node>
<node TEXT="CSI" POSITION="right" ID="Freemind_Link_2" CREATED="1342674902830" MODIFIED="1411428998944">
<node TEXT="Define what one Should Measure" ID="Freemind_Link_3" CREATED="1342674902831" MODIFIED="1411428998945"/>
<node TEXT="Define what one Can Measure" ID="Freemind_Link_4" CREATED="1342674902831" MODIFIED="1411428998946"/>
<node TEXT="Get Data" ID="Freemind_Link_5" CREATED="1342674902831" MODIFIED="1411428998947"/>
<node TEXT="Process the Data into Information" ID="Freemind_Link_6" CREATED="1342674902831" MODIFIED="1411428998948"/>
<node TEXT="Analyze the Innformation and deduce Wisdom" ID="Freemind_Link_7" CREATED="1342674902831" MODIFIED="1411428998948"/>
<node TEXT="Present findings" ID="Freemind_Link_8" CREATED="1342674902831" MODIFIED="1411428998949"/>
<node TEXT="Take Action" ID="Freemind_Link_9" CREATED="1342674902832" MODIFIED="1411428998950">
<node TEXT="Action Types:" ID="ID_1769115636" CREATED="1398321573857" MODIFIED="1411428998950">
<node TEXT="Must Have" ID="ID_1454663234" CREATED="1398321573857" MODIFIED="1411428998951"/>
<node TEXT="Should Have" ID="ID_1380920891" CREATED="1398321573857" MODIFIED="1411428998952"/>
<node TEXT="Could Have" ID="ID_1137668576" CREATED="1398321573857" MODIFIED="1411428998953"/>
<node TEXT="Would Like to Have" ID="ID_1071212381" CREATED="1398321573857" MODIFIED="1411428998953"/>
</node>
</node>
</node>
<node TEXT="Service Transition" POSITION="left" ID="Freemind_Link_22" CREATED="1342674902832" MODIFIED="1411428998954">
<node TEXT="Service Transition Panning and Support" ID="Freemind_Link_23" CREATED="1342674902832" MODIFIED="1411428998955">
<node TEXT="Responsible for planning all Service Transition processes
and coordinating the resources they require." ID="ID_1576833831" CREATED="1398321849031" MODIFIED="1411428998956"/>
</node>
<node TEXT="Evaluation" ID="Freemind_Link_24" CREATED="1342674902833" MODIFIED="1411428998958">
<node TEXT="To assess a new or changes service to ensure that the risks have been
 managed, and to help determine whether to proceed with the change." ID="ID_897920945" CREATED="1398321870826" MODIFIED="1411428998959"/>
</node>
<node TEXT="Change Management" ID="Freemind_Link_25" CREATED="1342674902833" MODIFIED="1411428998960">
<node TEXT="To respond to customers' changing business requirements while maximizing value
and reducing incidents, disruption, and rework, and to respond to the business
and IT requests for change that will align the services with business needs." ID="ID_1298326794" CREATED="1398321892509" MODIFIED="1411428998961"/>
</node>
<node TEXT="Knowledge Management" ID="Freemind_Link_26" CREATED="1342674902833" MODIFIED="1411428998962">
<node TEXT="The process responsible for gathering, analyzing, storing,
and sharing knowledge and information within an organization." ID="ID_1084046966" CREATED="1398321919256" MODIFIED="1411428998963"/>
</node>
<node TEXT="Release and Deployment Management" ID="Freemind_Link_27" CREATED="1342674902834" MODIFIED="1411428998965">
<node TEXT="To build, test, and deliver the capability to provide the services specified
 by the services design that will accomplish the stakeholders' requirements
and deliver the intended objectives." ID="ID_1753201522" CREATED="1398321940435" MODIFIED="1411428998965"/>
</node>
<node TEXT="Service Validation and Testing" ID="Freemind_Link_28" CREATED="1342674902834" MODIFIED="1411428998967">
<node TEXT="The process responsible for validation and testing of a new or changed service;
it ensures that the service matches its design specification and will meet the needs of the business." ID="ID_1857982077" CREATED="1398321960773" MODIFIED="1411428998967"/>
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<node TEXT="Service Asset and Configuration Management (SACM)" ID="Freemind_Link_29" CREATED="1342674902834" MODIFIED="1413481038718">
<node TEXT="To define and control the components of services and infrastructure,
and maintain accurate configuration records." ID="ID_548889298" CREATED="1398321978975" MODIFIED="1411428998969"/>
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</node>
<node TEXT="Service Operation" POSITION="left" ID="Freemind_Link_30" CREATED="1342674902835" MODIFIED="1411428998971">
<node TEXT="Processes" ID="Freemind_Link_31" CREATED="1342674902835" MODIFIED="1411428998972">
<node TEXT="Incident Management" ID="Freemind_Link_32" CREATED="1342674902835" MODIFIED="1411428998972">
<node TEXT="To restore normal service operation as quickly as possible, thus ensuring
that the best possible levels of service quality and availability are maintained." ID="ID_1331527617" CREATED="1398321999314" MODIFIED="1411428998973"/>
</node>
<node TEXT="Request Fulfillment" ID="Freemind_Link_33" CREATED="1342674902836" MODIFIED="1411428998974">
<node TEXT="To provide a channel for users to request and receive standard pre-defined
and pre-approved services and information relating to the availability of standard services." ID="ID_1727300680" CREATED="1398322021493" MODIFIED="1411428998975"/>
</node>
<node TEXT="Event Mangement" ID="Freemind_Link_34" CREATED="1342674902836" MODIFIED="1411428998977">
<node TEXT="To provide the ability to detect event, evaluate them, and then determine the
appropriate control action and to act as the basis and entry point for the automation
and execution of routine operational tasks." ID="ID_1080236572" CREATED="1398322045656" MODIFIED="1411428998977"/>
</node>
<node TEXT="Access Management" ID="Freemind_Link_35" CREATED="1342674902836" MODIFIED="1411428998979">
<node TEXT="To grant authorized users the right to use a service while preventing access
to unauthorized users and execute policies and actions defined in Information Security and Availability Management." ID="ID_817125898" CREATED="1398322065371" MODIFIED="1411428998980"/>
</node>
<node TEXT="Problem Management" ID="Freemind_Link_36" CREATED="1342674902837" MODIFIED="1411428998981">
<node TEXT="To prevent problems and resulting incidents from happening; to eliminate recurring incidents;
and to minimize the impact of incidents that cannot be prevented." ID="ID_1283254455" CREATED="1398322085893" MODIFIED="1411428998982"/>
</node>
</node>
<node TEXT="Functions" ID="Freemind_Link_37" CREATED="1342674902837" MODIFIED="1411428998984">
<node TEXT="IT Operations and Facilities" ID="Freemind_Link_38" CREATED="1342674902837" MODIFIED="1411428998985"/>
<node TEXT="Application Management" ID="Freemind_Link_39" CREATED="1342674902837" MODIFIED="1411428998985"/>
<node TEXT="Technical Management" ID="Freemind_Link_40" CREATED="1342674902838" MODIFIED="1411428998986"/>
<node TEXT="Service Desk" ID="Freemind_Link_41" CREATED="1342674902838" MODIFIED="1411428998987"/>
</node>
</node>
<node TEXT="Defintions" POSITION="right" ID="ID_1319561426" CREATED="1411428657538" MODIFIED="1411428658926">
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<html>
<head>
</head>
<body>
<p>
<b>Service:</b>
</p>
<p>
delivering value to customers by facilitating outcomes
</p>
<p>
customers want to achieve without the ownership of specific costs and risks.
</p>
</body>
</html>
</richcontent>
<font BOLD="false"/>
</node>
<node ID="ID_826826813" CREATED="1411678290791" MODIFIED="1411678326924"><richcontent TYPE="NODE">
<html>
<head>
</head>
<body>
<p>
<b>System</b>:
</p>
<p>
a number of related things that work together to achieve an
</p>
<p>
overall Objective
</p>
</body>
</html>
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</node>
<node ID="ID_1880629173" CREATED="1410880881770" MODIFIED="1411503452097"><richcontent TYPE="NODE">
<html>
<head>
</head>
<body>
<p>
<b>Process:</b>
</p>
<p>
structured set of activities designed to accomplish a specific objective.
</p>
<p>
A process takes one or more defined inputs and turns them into defined outputs.
</p>
<p>
It may include any of the roles, responsibilities, tools and management controls
</p>
<p>
required to reliably deliver the outputs.
</p>
</body>
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<font BOLD="false"/>
<node TEXT="A process may define:" ID="ID_1213033717" CREATED="1410880881777" MODIFIED="1410880881777">
<node TEXT="policies" ID="ID_1783464430" CREATED="1410880881777" MODIFIED="1410880881777"/>
<node TEXT="standards" ID="ID_1266506399" CREATED="1410880881777" MODIFIED="1410880881777"/>
<node TEXT="guidelines" ID="ID_918601943" CREATED="1410880881777" MODIFIED="1410880881777"/>
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<node TEXT="work instructions" ID="ID_879259255" CREATED="1410880881777" MODIFIED="1410880881777"/>
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</node>
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<html>
<head>
</head>
<body>
<p>
<b>Change Management:</b>
</p>
<p>
controls the lifecycle of all changes, enabling changes to be made with minimum disruption to IT services.  The Change Management process ensures standardized methods are in place to promptly and efficiently handle changes, minimizing change-related incidents and preventing degradation of the LWN security posture.
</p>
</body>
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</richcontent>
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<html>
<head>
</head>
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<p>
<b>Standard Change:</b>
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change to service or infrastructure for
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which the approach is pre-authorized
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<b>Normal Change</b>
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<b>Major Change</b>
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<b>Emergency Change</b>
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<p>
<b>Configuration Management:</b>
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<p>
responsible for ensuring that all CIs are properly identified, authorized, controlled and related to one another in the context of IT service delivery.  The Configuration Management process also ensures that accurate and reliable information about CIs, their relationships, attributes and status is available to authorized stakeholders when and where it is needed.
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<p>
<b>Release and Deployment Management:</b>
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<p>
plans, schedules and controls the build, test and deployment of releases for approved changes to deliver new functionality required by the Army while protecting the integrity of existing services.
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<p>
<b>Measure</b>: 
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quantitative indication of the extent, amount, dimensions, capacity, or size of some attribute of a product or process
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<p>
<b>Metric</b>: 
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quantitative measure of the degree to which a system, component, or process possesses a given attribute
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<body>
<p>
<b>Critical Success Factor (CSF):</b>
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<p>
Something that must happen if a Process, Project, Plan, or IT Service is to succeed. KPIs are  used to measure achievement of each CSF.
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<p>
<b>Key Performance Indicator:</b>
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<p>
metric or combination of metrics that provide insight into a process, a project, or the product itself
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