Archive for the ‘Reference Links’ Category

Official list of ITIL Processes in ITIL V3

Taken from Pink Elephant’s blog

Service Strategy – 4 processes

1. Strategy Generation
2. Financial management
3. Demand management
4. Service Portfolio management

Service Design – 7 processes

1. Service Catalog Management
2. Service Level Management
3. Availability Management
4. Capacity Management
5. It service Continuity Management
6. Information Security Management
7. Supplier Management

Service Transition – 7 processes

1. Transition Planning and Support
2. Change Management
3. Service Asset and Configuration Management
4. Release and Deployment Management
5. Service Validation and Testing
6. Evaluation
7. Knowledge Management

Service Operation – 5 processes

1. Event Management
2. Incident Management
3. Request Fulfillment
4. Problem Management
5. Access Management

Continual service improvement – 3 processes

1. The 7 improvement process
2. Service Measurement
3. Service Reporting

Categories: ITIL, Reference Links Tags: , ,

Kano Model – Reference

Click here to read an interesting article on the application of Kano Model in ITSM.

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IT Service Management Starts with?

January 24, 2010 1 comment

According to Mark Schouls, the three processes that IT Service Management starts with are Change Management, Configuration Management and Release Management.

Release Management – Proper release management, which defines the process of building and releasing software, results in a greater success rate in the provisioning of software and hardware to the business, and perhaps more importantly, results in a perceived improvement in the quality of service. Bringing consistency and documented processes to software and hardware releases minimizes downtime, reduces support costs, improves resource utilization and increases confidence across all levels of management.

Configuration Management – Enacting configuration management processes gives organizations a single view of all corporate assets, including their dependencies and interrelationships. Having one federated repository as a point of reference ensures accuracy and eliminates time-consuming duplication of efforts.

Change Management – Codifying change management practices helps organizations better align IT services to business requirements. With rigid processes in place, they eliminate rogue changes, thereby reducing risk and improving user productivity. To undertake change management initiatives, businesses must first accurately assess risk, understand the impact due to any change, analyze resource requirements and make adjustments to align resources as required. At that point they can enact a formal method for approving changes.

Read more of this article on ITSMwatch here.

I would also put Incident Management in this list. IT has to exist in the organization in some form or the other right from the start. Incident Management is one of the key bridges between the IT and its users. It gives a first hand information about the issues which are being faced by the users and would be a key driver for a lot of changes that would be done to restore services.

Dashboard Gallery @

Click here to go to a gallery of dashboards with spans more than 10 pages. More than 50 dashboard views to look at. Some of the dashboards have a live demo as well.

Eight Levels of Analytics

I came across a lovely article on levels of Analytics Maturity on SAS website. The 8 levels mentioned in the article are

  1. Standard Reports
  2. Ad Hoc Reports
  3. Query Drilldown
  4. Alerts
  5. Statistical Analysis
  6. Forecasting
  7. Predictive Modelling
  8. Optimization

I am yet to see maturity at anything more than a level 4 in most of the organizations that I know about, however I have been a part of Statistical Analysis and Forecasting in the BPO World. Click here to read the article, or here to download the pdf version.

ITIL V3 – Structure and Certifications

Though it is expected that most people know about this already, however ITSM in my opinion is about revisiting the importants, refreshing the memory and keepings things in radar. Here is a good summarization of  the certifications related to ITIL v3 and what roles do they fit in, written by Rick Lemieux on DITY!

Click here to download the pdf.

Gartner Perspective – IT Spending 2010

Gartner recently published a detailed report on their perspective for IT Spending. You can get the detailed report here. I was particularly interested in the forecast around IT Services and here is some text around that from the report.


Worldwide IT services spending is on pace to total $781 billion in 2009, a 3.5 percent decline from 2008. In 2010, worldwide IT services spending is forecast to reach $816 billion, a 4.5 percent increase from 2009 (see Table 5).


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