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CHANGEADVISORYBOARDPLANDOCHECKACTCONTINUALSERVICEIMPROVEMENTServiceMetricsRecommendationsSERVICESTRATEGYServiceDesignPackage(Warranty)ProcessMetricsSERVICEDESIGNProcessMetricsSERVICETRANSITIONServiceTransitionPackage(Release)Process&TechnicalMetricsSERVICEOPERATIONFUNCTIONSPROCESSESDevelopmentOPERATIONALLEVELAGREEMENTS(OLA)LongTermBusinessObjectivesTHEBUSINESSBusinessRequirements(Utility)EXTERNALSUPPLIERSUnderpinningContracts(UC)CONTRACTSERVICELEVELAGREEMENTS(SLA)EventManagementIncidentManagementRequestFulfilmentProblemManagementAccessManagementOperationsManagement-OperationsControl-FacilitiesManagementServiceDeskTechnicalManagementDefinitionofBusinessServiceRequirementsDeterminationofMarketSpace,ITPoliciesandStrategiesSpecificationofServicePortfolioDemandManagementFinancialManagementSeven-StepImprovementProcessDemingCycle&CSIModelChangeManagementServiceAssetandConfigurationManagementReleaseandDeploymentManagementKnowledgeManagementServiceLevelManagement-ServiceCatalogueManagement-SupplierManagementAvailabilityManagementITSCMCapacityManagementInformationSecurityManagementServicePipelineServiceCatalogueRetiredServicesRequestsforChangeAppraisalApprovalScheduleITIL®isaRegisteredTradeMarkoftheOfficeofGovernmentCommerceintheUnitedKingdomandothercountries.Theswirllogo™isaTradeMarkoftheOfficeofGovernmentCommerce.©ILXGroupplc.DesignedbyMarkHaddad,MattBovillandGlynDavies.Forfurtherdetailspleasecontactusat:W:www.ilxgroup.comT:+44(0)1270611600F:+44(0)1270628513E:sales@ilxgroup.comILXGroupplc.RegisteredinEngland&WalesNo.03525870.RegisteredOffice:OneLondonWall,London,EC2Y5ABISBN978-0-9544884-2-0PublishedNov2007.ITIL®V3PROCESSMODELApplicationsManagementLifecycleCMDB’sDMLKEDBCMISAMISSKMSCMSSCDAlerts,Warnings(IntegratedTool)Abbreviations:SKMS–ServiceKnowledgeManagementSystemCMS–ConfigurationManagementSystemCMDB–ConfigurationManagementDatabaseAMIS–AvailabilityManagementInformationSystemCMIS–CapacityManagementInformationSystemKEDB–KnownErrorDatabaseSCD–SupplierContractDatabaseITSCM–ITServiceContinuityManagement

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