General
Management Practices
Service Management Practices
Technical Management Practices
Tenderable Roles
Checklists
Templates
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1. General IT
Process Landscape
Overview of all ITSM processes with reference
to ITIL® 4 and ITIL® 2011 (lifecycle view), as
well as all relevant surrounding processes and organizational interfaces
of the company.
2. IT Service Lifecycle according to ITIL®
4 and ITIL®
2011
IT service lifecycle according to ITIL® 2011 as
a comparative reference.
3.1. Architecture Management
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Architecture Management Practice
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Overview of the practice and interfaces
of the practice.
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Management of Enterprise Architecture
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Continuous harmonization of the IT
architecture with the requirements of the business strategy, the
enterprise architecture and the IT strategy and the customer
requirements as well.
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3.2. Continual Improvement and IT Quality
Management
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Continual Improvement and IT Quality
Management Practice
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Overview of the practice and interfaces of the practice.
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Planning of Improvement Activities
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Planning of improvement activities regarding their
dependencies.
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Management of Improvement Activities
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Implementation of initiatives for realization of detected
improvement potentials.
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Process Coordination
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Coordination of life-cycles of IT service management
processes and securing friction free integration.
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Process Controlling
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Assessment of IT service management processes by analysis of
their performance indicators and deduction of improvement
potentials.
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Improvement Reporting
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Collective reporting for all improvement initiatives.
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3.3. Information Security
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Information Security Practice
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Overview of the practice and interfaces of the practice.
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Implementation of Security Controls
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Definition and implementation of organizational and
technical activities to protect the IT organization (IT
services, IT infrastructure, data) in respect to availability,
privacy and integrity.
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Validation of IT Security
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Regular validation of effectiveness of the IT security
activities and -installations.
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Validation of IT Security
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Detection and defense of IT security violations.
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Security Review and Reporting
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Check for risk conformity of the IT security activities and
reporting about IT security management.
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3.4. Knowledge Management
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Knowledge Management Practice
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Overview of the practice and interfaces of the practice.
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Knowledge Management
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Collection, analysis, archiving and
provision of knowledge and information of IT service management
within the enterprise.
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3.5.
Measurement and Reporting
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Measurement and Reporting Practice
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Overview of the practice and interfaces of the practice.
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Service Review
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Periodical review of the IT services for
possible economic and customer oriented improvements.
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Process Review
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Checking the IT service management
processes on regular basis and introduction of necessary
activities thereof.
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3.6.
Organizational Change Management
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Organizational Change Management
Practice
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Overview of the practice and interfaces of the practice.
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Organizational
Change Management
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Implementation of
organizational changes according to urgency, with secured
resources and management focus.
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3.7.
Portfolio Management
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Portfolio Management Practice
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Overview of the practice and interfaces of the practice.
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Preparation for Service Design
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Definition and analysis of requirements
for new respective modified services from IT perspective.
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Initiation of Service Design
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Triggering of service design via change
management.
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Review and Maintenance of the Service
Portfolio
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Review and maintenance of the service
portfolio over the life cycle.
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3.8.
Project Management
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Project Management Practice
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Overview of the practice and interfaces of the practice.
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Project Management
Practice
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Setup of the
project, planning of resources and basic dates, risk- and
environmental considerations.
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Project Planning
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Planning of project
structure, definition of goals and results for the project,
detailed time-, milestone- and resource planning.
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Project Planning
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Project controlling
and execution of corrective activities if necessary.
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3.9.
RelationshipManagement
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Relationship Management Practice
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Overview of the practice and interfaces of the practice.
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Care for Customer Relations
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Management of existing customer
relations and creation of relations to prospects.
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Demand Prognosis
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Analysis of the IT service consumption
and creation of a forecast thereto.
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Demand Control
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Control of the IT service consumption by
appropriate technical and financial means.
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Contract Conclusion for IT Standard
Services
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Agree on the provision contracts for IT
standard services with the IT service consumers.
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Customer Satisfaction Surveys
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Proactive
collection of information about the satisfaction of the IT
service consumers with the IT services and introduction of
necessary related activities.
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Customer Feedback Management
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Targeted collection of and reaction
to customer feedback including triggering necessary corrective
actions.
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Monitoring of Customer Complaints
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Permanent monitoring of customer
complaints to enable necessary counter activities.
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3.10.
Risk
Management
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Risk Management Practice
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Overview of the practice and interfaces of the practice.
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Risk Analysis from
Business Perspective
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Analysis of
criticality of IT services and -components (especially regarding
value add and time response of the business processes that are
supported by these IT services).
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Risk Analysis from
IT Perspective
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Analysis of
criticality from the perspective of the IT organization
(technology and human resources).
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Risk Evaluation
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Assign
responsibility for the risk, evaluation and classify risks.
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Risk Prevention
Activities
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Activities against
detected risks including process and responsibilities thereto.
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Risk Monitoring and
Reporting
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Management
of risk avoiding activities (surveillance, corrective actions)
and reporting thereto.
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3.11.
Service Financial
Management
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Service Financial Management Practice
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Overview of the practice and interfaces of the practice.
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IT Financial
Organization
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Definition and
communication of rules and structures for the economic control
of IT service provision.
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IT Budgeting
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Creation of the
budgets for the IT for integration into the overall company's
budget and approval as part of the company wide budgeting
process.
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IT Forecast
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Monthly forecast to
compare the realized results with budget and creation of a
projection for the following periods.
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IT Cost Monitoring
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Collection,
allocation and monitoring of the costs of IT service delivery.
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Invoicing for IT
Services
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Creation
and transmission of invoices for the IT service delivery to the
customer.
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IT Profitability Analysis
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Analysis of profitability of the IT services.
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IT Financial Reporting
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Reporting of planned, current and forecasted costs and
revenues of the IT services and possible improvements of the
profitability.
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3.12.
Strategy
Management
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Strategy Management
Practice
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Overview of the practice and interfaces of the practice.
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Assessment
of IT Service Strategy
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Strategic
evaluation of the organization of the IT service provider and of
the offered IT services within the strategic framework.
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Conception
of IT Service Strategy
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Definition
of the service strategy and harmonization with the business
strategy.
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Implementation
of IT Service Strategy
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Operational
implementation of the IT service strategy.
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3.13.
Supplier
Management
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Supplier Management
Practice
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Overview of the practice and interfaces of the practice.
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Organization
of Supplier Management
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Provision
of guidelines and standards for procurement of services and
products.
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Supplier
Evaluation
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Evaluation
and selection of new potential suppliers.
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Setup
of Supplier Contracts
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Negotiation
and signing of binding contracts with suppliers. This process is
started in case of demand for external services or supplies on a
big scale.
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Requirement
Request
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Processing,
checking and releasing of requirement requests for goods and
services.
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Supplier
Selection
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For
the current requirement the optimal supplier is defined. If no
one exists in the database the supplier evaluation is triggered.
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Life-Cycle Management for Supplier
Contracts
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Review of the relevance of current
supplier contracts and termination of no longer needed
contracts.
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Supplier Review and Reporting
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Monitoring of the quality of suppliers,
corrective actions and selection of alternative suppliers in
case of continued deficiencies.
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3.14.
Workforce and TalentManagement
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Workforce
and Talent Management Practice
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Overview of the practice and interfaces of the practice.
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Actualization
of Qualification Requirements
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Review
of requirements to personnel qualification and triggering of
adequate activities to ensure sufficient qualification in case
of changed requirements.
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Planning
of Activities for Personnel Qualification
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Planning
of adequate activities to ensure sufficient qualification
according to the quality requirements.
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Monitoring
of Activities for Personnel Qualification
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Control
of execution and effectivity of adequate activities to ensure
sufficient qualification according to the quality requirements.
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4.1. Availability Management
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Availability
Management Practice
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Overview of the practice and interfaces of the practice.
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Planning
and Monitoring of Availability
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Planning
and permanent monitoring of current availabilities of IT
services and IT infrastructure and introduction of necessary
activities thereof.
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Availability
Testing
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Regular
and event-driven validation of procedures and automatisms for
availability, reliability and restart after breakdown.
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Availability
Reporting
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Information
of all requesters and stakeholders from other ITSM disciplines
about the availability of the IT services and the IT
infrastructure compared to the agreed service levels and
corrective actions in case of availability issues as well.
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4.2. Business Analysis
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Business
Analysis Practice
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Overview of the practice and interfaces of the practice.
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Business
Analysis
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Identification
of required service outcomes from the customer's respective
prospect's perspective and harmonization with the service
portfolio, determine the impact on enterprise architecture and
business and IT processes.
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Management
of User Profiles
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Definition
and maintenance of standardized user profiles for business
conforming user roles.
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4.3. Capacity- and Performance Management
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Capacity-
and Performance Management Practice
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Overview of the practice and interfaces of the practice.
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Capacity
Prognosis
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Prognosis
of the capacity requirements from business perspective and
historical data of the IT services.
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Monitoring
of Capacity and Performance
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Permanent
monitoring of service capacities and performance, introduction
of necessary activities thereof.
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Capacity
and Performance Reporting
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Information
for all requesters and stakeholders about the capacity of the IT
services and the IT infrastructure, their utilization and
performance.
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4.4.
Change Control
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Change
Control Practice
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Overview of the practice and interfaces of the practice.
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Organization
of Change Control
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Definition
and maintenance of guidelines and templates for the change
management.
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Registration
and Classification of Changes
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Assessment
of completeness and initial feasibility of changes and
prioritizing.
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Valuation
of Changes
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Release
or denial of changes respective triggering of priority
activities for urgent changes.
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Change
Planning
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Holistic
planning of realization of all changes regarding their
interdependencies and available resources.
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Change
Evaluation prior to Planning
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Evaluation
of extensive changes prior to authorization of the planning
phase of the change.
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Change Evaluation prior to Realization
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Evaluation of
extensive changes prior to authorization of the realization
phase of the change.
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Change Evaluation
prior to Rollout
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Evaluation of
extensive changes prior to authorization of the deployment phase
of the change.
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Change Evaluation after Rollout
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Evaluation of extensive changes
after the deployment phase of the change.
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Change Review and Reporting
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Final review of realized changes in
the post implementation review and reporting thereto.
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4.5.
Incident Management
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Incident
Management Practice
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Overview of the practice and interfaces of the practice.
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Organization
of Incident Management
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Creation
and maintenance of the guidelines for the incident management.
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Incident
Troubleshooting Second Level
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Incident
troubleshooting by specialists of the second level support
within agreed time frame, if necessary involvement of the third
level support.
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Incident
Monitoring and Escalation
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Monitoring
of incident troubleshooting and escalation in case of troubles
during incident solutions.
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Major
Incidents
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Prioritized
processing of grave incidents (major incidents) and involving
the problem management if necessary.
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Incident
Tracking and Closure
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Ensuring
the effectiveness of incident solution and formal closing.
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User Information
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Information
of the users about known respective planned interruptions or
disturbances of IT services and the progress of incident and
problem troubleshooting and other miscellaneous information
demands.
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Incident
Reporting
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Reporting
and information provision about the incident occurrences and
related information.
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4.6.
IT AssetManagement
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IT
Asset Management Practice
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Overview of the practice and interfaces of the practice.
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Manual capture of IT Assets
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Manual recording of IT Assets in the Configuration Management
System for IT Assets that cannot be recorded with the help of
automation.
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Automated capture of IT Assets
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Automated detection and documentation
of Configuration Items, manual maintenance if required.
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Preparation of new/changed IT Asset data
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Rework requirements identified in the course of automated IT
Asset data collection are processed.
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Preparation of new/changed personnel
data
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Rework requirements identified in the
course of the automated collection of personnel data are
processed.
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Inventory of IT Assets
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Regular and event-driven inventory of
IT Assets.
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Criticality analysis for IT Assets
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Analysis and assessment of criticality
and threats to IT Assets, definition of actions on identified
and assessed risks.
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Risk measures for IT Assets
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Planning and implementation of risk
measures for identified threats from the risk analysis, or for
threats not identified in the risk analysis that have occurred.
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Life cycle management of IT Assets
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Maintaining IT Asset information in the
Configuration Management System over the lifecycle of IT Assets.
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End of life cycle of IT assets
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Handling IT Assets at the end of their
useful life.
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4.7.
Monitoring
and Event Management
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Monitoring
and Event Management Practice
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Overview of the practice and interfaces of the practice.
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Organization
of Monitoring and Event Management
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Setup
and maintenance of systems and guidelines for event recognition.
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Event
Monitoring
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Recognition
and filtering of those events that require activities, and
introduction of necessary activities thereof.
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Event
Tracking and Closure
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Check
of activities to events for effectivity and trend analysis.
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4.8.
Problem Management
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Problem
Management Practice
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Overview of the practice
and interfaces of the practice.
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Problem
Registration
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Registration,
documentation and categorization respective prioritizing of
problems and triggering of the problem solution.
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Problem
Solution
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Detection
and elimination of the causes for the problem, as far as
necessary provision of workarounds.
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Problem
Tracking and Closure
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Monitoring
of the problem solution and documentation of causes and
corrective actions and formal closing.
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Review
of Major Problems
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Analysis
of major problems and definition of preventive actions against
reoccurrence of major problems.
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Problem
Reporting
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Reporting
and provision of information about the problem occurrences.
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4.9.
Release Management
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Release
Management Practice
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Overview of the practice
and interfaces of the practice.
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Organization
of Release Management
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Definition
and maintenance of guidelines for the release management.
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Release
Setup
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Execution
of all internal and external activities to provide the release
components.
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Startup
Support and Closing of Releases
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Support
of the go-life-phase for releases and correction of initial
defects.
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End
of Life for IT Services
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Management
of the end of life-cycle for IT services.
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Transition
Reporting
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Project
reporting and continuous information of concerned and involved
people (stakeholders).
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4.10.
Service
CatalogueManagement
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Service
Catalogue Management Practice
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Overview of the practice
and interfaces of the practice.
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Service
Catalogue Management
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Maintenance
of the service catalogue and the service landscape within the
service portfolio.
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4.11.
Service
ConfigurationManagement
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Service
Configuration Management Practice
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Overview of the practice
and interfaces of the practice.
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Organization
of Service Configuration Management
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Definition and implementation of guidelines for the handling
of and the structure for the Configuration Management System.
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Continuous Improvement in Service Configuration Management
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Planning and implementation of measures for continuous
improvement of Service Configuration Management.
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Auditing the Configuration Management Database
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Regularly, but also on an ad hoc basis, ensuring the
adequacy and ability to fulfil the purpose of the Configuration
Management System database.
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Change of Organization and Location
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Organizational changes (including
location changes) are mapped in the Service Configuration
Management System.
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4.12.
Service
ContinuityManagement
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Service
Continuity Management Practice
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Overview of the practice
and interfaces of the practice.
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Contingency
Planning
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Planning
and implementation of activities for disaster handling
(prevention, restart, damage minimization).
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Disaster
Practice
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Training
for and verification of effectiveness of planned disaster
activities.
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Service
Continuity Management Review and Reporting
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Verification
of conformity of contingency planning with current risk scenario
and reporting for the IT service continuity management.
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4.13.
Service
Design
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Service
Design Practice
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Overview of the practice
and interfaces of the practice.
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Organization
of Service Design
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Coordination
and provision of the resources and skills for the design of IT
services based upon a standardized methodology.
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Planning
of Service Design
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Detailed
planning of all activities within the phase of service design.
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Monitoring
of Service Design
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Coordination
of design activities of all processes of service design and
evaluation whether the new respective modified IT service can be
provided in an economic manner regarding the requirements of the
customers.
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Technical
and organizational Service Design
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Technical
specification (functionality, availability, capacity) and
technical and organizational implementation concept for IT
services.
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Review
of Service Design
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Completeness
check of the service design package and formal submitting of the
request for change for the implementation.
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4.14.
Service
Desk
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Service
Desk Practice
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Overview of the practice
and interfaces of the practice.
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Incident-
and Request Registration
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Registration,
documentation and categorization respective prioritizing of
incidents and service requests and triggering of the further
activities and the troubleshooting.
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First
Level Solution
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Immediate
solution of the incident as far as possible in agreed schedule,
otherwise transfer to second level support.
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4.15.
Service
Level Management
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Service
Level Management Practice
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Overview of the practice
and interfaces of the practice.
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Organization
of Service Level Management
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Creation
and maintenance of organizational rules for the service level
management.
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Service
Level Requirement
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Definition
of requirements to the IT service from business perspective.
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Service
Level Agreement
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Definition of the necessary contracts
(operational level agreements, underpinning contracts, service
level agreement) for the IT service.
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Service
Approval
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Signature
of all contracts for the release of the IT Service to operation.
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Service
Level Review and Reporting
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Monitoring
and reporting of the current service level results and
comparison with the respective goals.
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4.16.
Service
Request Management
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Service
Request Management Practice
|
|
Overview of the practice
and interfaces of the practice.
|
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Service
Request
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Handling
of service requests.
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Backup
Recovery Request
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Processing
of backup recoveries.
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Enlistment
and Retirement
|
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Management
of IT infrastructure and IT service permissions supply for new
employees respective handling of data and shutdown of
permissions for IT services in case of retirement.
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User
Permission Request
|
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Handling
of requests for user permissions of IT services.
|
4.17.
Service
Validation and Testing
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Service
Validation and Testing Practice
|
|
Overview of the practice
and interfaces of the practice.
|
|
Definition
of Test Procedures
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Definition
of test content, test cases and test conditions.
|
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Component
Tests
|
|
Ensuring
requirements-conforming function of the IT service components
for the IT service.
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Integration
Test
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Ensuring
requirements-conforming function of the IT services by
interaction of the IT service components.
|
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Acceptance
Test
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Acceptance
testing of the IT service against specifications in the service
level agreement by the IT service consumers.
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Page top
5.1.
Deployment
Management
|
Deployment
Management Practice
|
|
Overview of the practice
and interfaces of the practice.
|
|
Deployment
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Placement
of the release within the production environment including
documentation and training.
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Minor
Deployments
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Simplified
processing of deployments that contain minor change and low
risk.
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5.2.
Infrastructure-
and PlatformManagement
|
Infrastructure-
and Platform Management Practice
|
|
Overview of the practice
and interfaces of the practice.
|
|
Definition
of the IT Technology Portfolio
|
|
Definition
of a strategy-based IT technology portfolio (IT technology
strategy).
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Management
of the IT Technology Portfolio
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Management
of a strategy-based IT technology portfolio (IT technology
strategy).
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IT
Operations Management
|
|
Monitoring
and control of the organization of operation of IT services, IT
infrastructure and IT facilities.
|
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Contingency
Activities
|
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Handling
of emergency situations.
|
5.3.
Software
Development and Management
|
Software
Development and Management Practice
|
|
Overview of the practice
and interfaces of the practice.
|
|
Application
Development and Customizing
|
|
Realization
respective customization of IT applications for provision of
functionalities of IT services.
|
Page top
-
1st Level Support
-
2nd Level Support
-
3rd Level Support
-
Application Manager
-
Availability Manager
-
Business Analyst
-
Business Controller
-
Business Relationship Manager
-
Capacity Manager
-
Change Advisory Board
-
Change Manager
-
Change Owner
-
Chief Information Officer
-
Compliance Manager
-
Continual Service Improvement Manager
-
Control Responsible
-
Demand Carrier
-
Document Owner
-
Emergency Change Advisory Board
-
Enterprise Architect
-
Financial Manager
-
Identity and Access Manager
-
Incident Manager
-
Information Security Manager
-
IT Controller
-
IT Facilities Manager
-
IT Operations Manager
-
IT Operator
-
IT Service Consumer
-
IT Service Continuity Manager
-
IT Steering Committee
-
Knowledge Manager
-
Problem Manager
-
Process Manager
-
Process Owner
-
Project Manager
-
Project Owner
-
Release Manager
-
Risk Manager
-
Risk Responsible
-
Service Asset and Configuration Manager
-
Service Catalogue Manager
-
Service Design Manager
-
Service Desk
-
Service Level Manager
-
Service Owner
-
Service Portfolio Manager
-
Service Strategy Manager
-
Service Transition Manager
-
Solution Architect
-
Solution Developer
-
Supplier Manager
-
Technical Architect
-
Test Manager
-
User
-
Availability Planning
-
Availability Reporting
-
Capacity Forecast
-
Capacity Planning
-
Capacity Reporting
-
Change Advisory Board Agenda
-
Change Classification
-
Change Record
-
Configuration Management System Audit
-
Configuration Management System
-
Continual Service Improvement Register
-
Disaster Plan
-
Disaster Practice Protocol
-
Financial Analysis
-
Forward Schedule of Changes
-
Incident Closing
-
Incident Escalation
-
Incident Management Report
-
Incident Priority
-
Incident Record
-
Initial Analysis of Incident
-
IT Risk Analysis
-
IT Service Continuity Plan
-
IT Service Continuity Report
-
Operational Level Agreement
-
Post Implementation Review
-
Problem Closing
-
Problem Management Report
-
Problem Priority
-
Problem Record
-
Release Plan
-
Request for Change
-
Service Catalogue
-
Service Design Package
-
Service Evaluation Report
-
Service Level Agreement Review
-
Service Level Agreement
-
Service Level Report
-
Service Level Requirement
-
Service Portfolio
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Service Specification
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Underpinning Contract
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Availability Plan
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Capacity Plan
