1st Level Support |
Assign impact and urgency |
Assess impact on Users |
Responsible role |
|
Assign impact and urgency |
Establish contact with the user |
Responsible role |
|
Assign impact and urgency |
Give a prognosis |
Responsible role |
|
Assign impact and urgency |
Identify Users affected |
Responsible role |
|
Incident classification and initial support |
Assess related Configuration Details |
Responsible role |
|
Incident classification and initial support |
Classify Incident |
Responsible role |
|
Incident classification and initial support |
Close Incident |
Responsible role |
|
Incident classification and initial support |
Inform Problem Management |
Responsible role |
|
Incident classification and initial support |
Inform user |
Responsible role |
|
Incident classification and initial support |
Match against Known Errors and Problems |
Responsible role |
|
Incident classification and initial support |
Provide initial support |
Responsible role |
|
Incident classification and initial support |
Route to a specialist support group |
Responsible role |
|
Incident closure |
Close category |
Responsible role |
|
Incident closure |
Close Incident |
Responsible role |
|
Incident closure |
Confirmation of the resolution |
Responsible role |
|
Incident closure |
Inform User |
Responsible role |
|
Incident detection and recording |
Alert specialist support groups |
Responsible role |
|
Incident detection and recording |
Record basic details of the Incident |
Responsible role |
|
Incident detection and recording |
Start procedures for handling the service request |
Responsible role |
|
Ownership, monitoring, tracking and communication |
Escalate Incidents and inform users |
Responsible role |
|
Ownership, monitoring, tracking and communication |
Monitor Incidents |
Responsible role |
|
Resolution and Recovery |
Inform User |
Responsible role |
|
Resolution and Recovery |
Raise an RFC |
Responsible role |
|
Resolution and Recovery |
Resolve Problem |
Responsible role |
|
Resolution and Recovery |
Take recovery actions |
Responsible role |
2nd Level Support |
Investigation and diagnosis 2nd Level Support |
Assessment of Incident details |
Responsible role |
|
Investigation and diagnosis 2nd Level Support |
Collection and analysis of all related information |
Responsible role |
|
Investigation and diagnosis 2nd Level Support |
Pass on Incident to a specialist group of the 3rd Level Support |
Responsible role |
|
Investigation and diagnosis 2nd Level Support |
Problem solving |
Responsible role |
3rd Level Support |
Continuous control of Incident |
Route Incident |
Responsible role |
|
Investigation and diagnosis 3rd Level Support |
Assessment of Incident details |
Responsible role |
|
Investigation and diagnosis 3rd Level Support |
Collection and analysis of all related information |
Responsible role |
|
Investigation and diagnosis 3rd Level Support |
Problem solving |
Responsible role |
4th Level Support |
Investigation and diagnosis 3rd Level Support |
Route to Intern or extern n-level support |
Responsible role |
Asset Manager |
Configuration Management |
Control of Configuration Items |
Responsible role |
|
Configuration Management |
Identification |
Responsible role |
Availability Manager |
Availability Improvement |
Availability monitoring and trend analysis |
Responsible role |
|
Availability Improvement |
Establishment of Availability plan |
Responsible role |
|
Availability Improvement |
IT-Service- und components availability monitoring |
Responsible role |
|
Availability Improvement |
Seeking failure reasons |
Responsible role |
|
Availability Improvement |
Unacceptable levels identification |
Responsible role |
|
Availability Measurement and Reporting |
IT-Availability measurement |
Responsible role |
|
Availability Measurement and Reporting |
IT-Availability reporting |
Responsible role |
|
Availability Planning |
Checking the availability criteria |
Responsible role |
|
Availability Planning |
Definition of objectives for availability, reliability and maintainability |
Responsible role |
|
Availability Planning |
Determine Availability requirements |
Responsible role |
|
Availability Planning |
Draft of criteria concerning designing for availability |
Responsible role |
|
Availability Planning |
Draft of recovery design criteria |
Responsible role |
|
Availability Planning |
Establishment of influence of breakdowns on IT components |
Responsible role |
|
Availability Planning |
Identification of the functions relevant to the business |
Responsible role |
Business management |
ITSCM Stage 1 - Initiation |
Policy setting |
Responsible role |
|
ITSCM Stage 1 - Initiation |
Specify terms of reference and scope |
Responsible role |
Capacity Manager |
Business Capacity Management |
Analysis |
Responsible role |
|
Business Capacity Management |
Implementation |
Responsible role |
|
Business Capacity Management |
Monitoring |
Responsible role |
|
Business Capacity Management |
Production of the Capacity Management Plan |
Responsible role |
|
Business Capacity Management |
Storage of Capacity Management data |
Responsible role |
|
Change Management |
Close RfC in log |
Responsible role |
|
Change Management |
Initial logging of RfC |
Responsible role |
|
Change Management |
Update log |
Responsible role |
|
Change Management |
Update log |
Responsible role |
|
Change Management |
Update log |
Responsible role |
|
Change Management |
Update log |
Responsible role |
|
Change Management |
Update log |
Responsible role |
|
Change Management |
Update log, associate new RfC with old one |
Responsible role |
|
Change Management |
Update log, issue Forward Schedules |
Responsible role |
|
Change Management |
Update log with progress reports |
Responsible role |
|
Resource Capacity Management |
Analysis |
Responsible role |
|
Resource Capacity Management |
Capacity and Management reports |
Responsible role |
|
Resource Capacity Management |
Implementation |
Responsible role |
|
Resource Capacity Management |
Modelling |
Responsible role |
|
Resource Capacity Management |
Monitoring |
Responsible role |
|
Resource Capacity Management |
Storage of Capacity Management data |
Responsible role |
|
Service Capacity Management |
Analyse |
Responsible role |
|
Service Capacity Management |
Capacity and Management reports |
Responsible role |
|
Service Capacity Management |
Implementation |
Responsible role |
|
Service Capacity Management |
Monitoring |
Responsible role |
|
Service Capacity Management |
Storage of Capacity Management data |
Responsible role |
Change Advisory Board (CAB) |
Change Management |
Estimate, Confirm and Schedule Change |
Responsible role |
|
Change Management - High Priority |
Quick evaluation of resources and urgency |
Responsible role |
Change Builder |
Change Management |
Activate backout procedures |
Responsible role |
|
Change Management |
Build Change, Backoutroutine, Test and Implementation plans |
Responsible role |
Change Coordinator |
Selection of standard Change Model |
Apply appropriate Change Model |
Responsible role |
|
Selection of standard Change Model |
Apply appropriate Change Model |
Responsible role |
|
Selection of standard Change Model |
Apply appropriate Change Model |
Responsible role |
Change Manager |
Change Management |
Allocate priority to Request for Change |
Responsible role |
|
Change Management |
Authorise and schedule Changes |
Responsible role |
|
Change Management |
Authorise change |
Responsible role |
|
Change Management |
Change Review |
Responsible role |
|
Change Management |
Circulate RfCs to CAB members |
Responsible role |
|
Change Management |
Close case |
Responsible role |
|
Change Management |
Coordinate implementation of Change |
Responsible role |
|
Change Management |
Determine a category and/ or use of Standard Model |
Responsible role |
|
Change Management |
Distribute PSA report |
Responsible role |
|
Change Management |
Filter and Evaluate Request |
Responsible |
|
Change Management |
Filter and Evaluate Request |
Responsible role |
|
Change Management |
Include changes in the Forward Schedule of Change |
Responsible role |
|
Change Management |
Inform Customer |
Responsible role |
|
Change Management |
Produce communication plan and authorise Change implementation |
Responsible role |
|
Change Management |
Reject Request for Change |
Responsible role |
|
Change Management |
Report action to CAB |
Responsible role |
|
Change Management - High Priority |
Activate backout plans |
Responsible role |
|
Change Management - High Priority |
Call CAB or CAB/EC meeting |
Responsible role |
|
Change Management - High Priority |
Close case |
Responsible role |
|
Change Management - High Priority |
Coordinate Change implementation |
Responsible role |
|
Change Management - High Priority |
Recapitulate Change |
Responsible role |
|
Change Management - High Priority |
Update CMDB entries |
Responsible role |
|
Selection of standard Change Model |
General evaluation |
Responsible role |
|
Selection of standard Change Model |
Implementation as defined model |
Responsible role |
Configuration Manager |
Configuration Management |
Configuration status accounting |
Responsible role |
|
Configuration Management |
Configuration verification and audit |
Responsible role |
|
Configuration Management |
Create back-ups and do regular housekeeping |
Responsible role |
|
Configuration Management |
Give regular information and provide reports |
Responsible role |
|
Configuration Management |
Planning |
Responsible role |
Incident Control |
Continuous control of Incident |
Coordinate specialist groups |
Responsible role |
|
Continuous control of Incident |
Give Support to Incident Management |
Responsible role |
Incident Manager |
Configuration Management |
Register Requests on Configuration Management Database |
Responsible role |
|
Manage work of Incident Management Systems |
Develop Incident Management Systems |
Responsible role |
|
Manage work of Incident Management Systems |
Monitor effectiveness of Incident Management |
Responsible role |
|
Manage work of Incident Management Systems |
Pass on Management-Information |
Responsible role |
|
Manage work of Incident Management Systems |
Produce Management Information |
Responsible role |
Independent tester |
Change Management |
Test Change |
Responsible role |
|
Change Management - High Priority |
Test Changes |
Responsible role |
|
Release Management |
Release tests |
Responsible role |
IT Finance Manager |
Budgeting |
Ongoing monitoring of the current budgets |
Responsible role |
|
Budgeting |
Periodic round of negotiations |
Responsible role |
|
Charging |
Developing the Charging system |
Responsible role |
|
Charging |
Implementation |
Responsible role |
|
Charging |
Planning for Charging |
Responsible role |
|
Continuous Financial Management |
Assess the accuracy of forecasts |
Responsible role |
|
Continuous Financial Management |
Assess the accuracy of the Charging algorithms |
Responsible role |
|
Continuous Financial Management |
Assist Customers and other IT Managers to set IT budgets for new financial year |
Responsible role |
|
Continuous Financial Management |
Attend Change Advisory Board |
Responsible role |
|
Continuous Financial Management |
Check that costs are in line with any predictions and explain any variances |
Responsible role |
|
Continuous Financial Management |
Circulate final balance sheet |
Responsible role |
|
Continuous Financial Management |
Circulate monthly balance sheet |
Responsible role |
|
Continuous Financial Management |
Collect cost data and check accuracy and completeness |
Responsible role |
|
Continuous Financial Management |
Initiate changes |
Responsible role |
|
Continuous Financial Management |
Plan the Changes necessary for next year's staff and resources and alterations to cost projections and cost recovery projections |
Responsible role |
|
Continuous Financial Management |
Prepare for the annual Finance Circle |
Responsible role |
|
Continuous Financial Management |
Produce annual cost analyses |
Responsible role |
|
Continuous Financial Management |
Produce charges per customer and compare to budgets |
Responsible role |
|
Continuous Financial Management |
Produce Cost analyses |
Responsible role |
|
Continuous Financial Management |
Recalculate Costs per Cost Unit |
Responsible role |
|
Continuous Financial Management |
Review and audit IT accounting system and produce final accounts for previous financial year |
Responsible role |
|
Continuous Financial Management |
Review Charging policies and IT accounting methods |
Responsible role |
|
Continuous Financial Management |
Review cost recovery metrics against IT business targets |
Responsible role |
|
Continuous Financial Management |
Review IT Accounting and Charging systems |
Responsible role |
|
Continuous Financial Management |
Review IT Service Continuity Plans and ensure that dependency on IT Accounting or charging systems is clear |
Responsible role |
|
Continuous Financial Management |
Review Standard Cost Units |
Responsible role |
|
Continuous Financial Management |
Run the cost reporting system |
Responsible role |
|
Continuous Financial Management |
Verify the Price List |
Responsible role |
|
Input IT Cost Calculation |
Developing the IT accounting system |
Responsible role |
|
Input IT Cost Calculation |
Implementation |
Responsible role |
|
Input IT Cost Calculation |
Planning for IT accounting |
Responsible role |
Middle Management |
Implement Stand-By Arrangements |
Negotiate for 3rd party facilities and enter into a contractual arrangement |
Responsible role |
|
Implement Stand-By Arrangements |
Negotiate with external Service providers on their ITSC-Plans |
Responsible role |
|
Implement Stand-By Arrangements |
Prepare and equip the stand-by accommodation |
Responsible role |
|
Implement Stand-By Arrangements |
Purchase and install stand-by computer systems |
Responsible role |
|
ITSCM Stage 4 - Operational Management |
Education and awareness |
Responsible role |
|
ITSCM Stage 4 - Operational Management |
Training |
Responsible role |
Performer/ IT developer |
Change Management |
Implementation of Change |
Responsible role |
|
Change Management - High Priority |
Prepare Change |
Responsible role |
|
Release Management |
Compile all configuration elements of the release |
Responsible role |
|
Release Management |
Distribution and installation |
Responsible role |
Proactive Problem Management |
Identify actions to avoid Problems (Proactive Problem Management) |
Analyse trends and identify potential incidences |
Responsible role |
|
Identify actions to avoid Problems (Proactive Problem Management) |
Ensure adherence to Problem Management and Incidence Management procedures |
Responsible role |
|
Identify actions to avoid Problems (Proactive Problem Management) |
Initiate Customer education and training |
Responsible role |
|
Identify actions to avoid Problems (Proactive Problem Management) |
Initiate Service Support staff education and training |
Responsible role |
|
Identify actions to avoid Problems (Proactive Problem Management) |
Process or procedural improvement |
Responsible role |
|
Identify actions to avoid Problems (Proactive Problem Management) |
Provide Feedback |
Responsible role |
|
Identify actions to avoid Problems (Proactive Problem Management) |
Raise an RFC |
Responsible role |
Problem Manager |
Change Management - High Priority |
Allocate "urgent" priority |
Responsible role |
|
Change Management - High Priority |
Route Problem |
Responsible role |
|
Solve Problem (Problem Control) |
Inform Change Management |
Responsible role |
|
Solve Problem (Problem Control) |
Problem classification |
Responsible role |
|
Solve Problem (Problem Control) |
Problem closure |
Responsible role |
|
Solve Problem (Problem Control) |
Problem identification, tracking, and monitoring |
Responsible role |
|
Solve Problem (Problem Control) |
Problem Identification and Recording |
Responsible role |
|
Solve Problem (Problem Control) |
Problem Investigation and Diagnosis |
Responsible role |
Problem Support |
Solve Error (Error Control) |
Define solution |
Responsible role |
|
Solve Error (Error Control) |
Error closure |
Responsible role |
|
Solve Error (Error Control) |
Error identification and recording |
Responsible role |
|
Solve Error (Error Control) |
Error resolution recording |
Responsible role |
|
Solve Error (Error Control) |
Error resolution tracking and monitoring also against SLAs |
Responsible role |
|
Solve Error (Error Control) |
Estimate significance of Errors |
Responsible role |
|
Solve Error (Error Control) |
Post-implementation review |
Responsible role |
Project Management |
Initial Planning Activities |
Definition of roles, tasks, and responsibilities |
Responsible role |
|
Initial Planning Activities |
Drafting of a pilot SLA format |
Responsible role |
|
Initial Planning Activities |
Identification of risks |
Responsible role |
|
Initial Planning Activities |
Identification of support tools, particularly for SLA monitoring |
Responsible role |
|
Initial Planning Activities |
Quantification of activities, resources, funding, quality criteria |
Responsible role |
|
Initial Planning Activities |
Setting and agreeing Incident priority and escalation paths |
Responsible role |
|
Planning the SLM Process |
Establish initial perception of the services |
Responsible role |
|
Planning the SLM Process |
Plan monitoring capabilities |
Responsible role |
|
Planning the SLM Process |
Underpinning contracts and Operational Level Agreements |
Responsible role |
Release Manager |
Release Management |
Authorise release |
Responsible role |
|
Release Management |
Communication, preparation and training |
Responsible role |
|
Release Management |
Designing, building and configuring a Release |
Responsible role |
|
Release Planning |
Agree on roles and responsibilities |
Responsible role |
|
Release Planning |
Agree to phasing |
Responsible role |
|
Release Planning |
Conduct site surveys |
Responsible role |
|
Release Planning |
Define release principles |
Responsible role |
|
Release Planning |
Develop quality plan for new Releases |
Responsible role |
|
Release Planning |
Gain consensus on the Release contents |
Responsible role |
|
Release Planning |
Obtain detailed quotes and negotiate with suppliers |
Responsible role |
|
Release Planning |
Plan acceptance of support groups and the Customer |
Responsible role |
|
Release Planning |
Plan resource levels (incl. staff overtime) |
Responsible role |
|
Release Planning |
Produce back-out plans |
Responsible role |
|
Release Planning |
Produce high-level Release schedule |
Responsible role |
|
Rollout planning |
Acquire Hard- and Software |
Responsible role |
|
Rollout planning |
Communicate plan |
Responsible role |
|
Rollout planning |
Develop an action plan by site |
Responsible role |
|
Rollout planning |
Develop purchasing plans |
Responsible role |
|
Rollout planning |
List the CIs to install and decommission |
Responsible role |
|
Rollout planning |
Produce detailed timetable of events incl. responsibilities |
Responsible role |
|
Rollout planning |
Produce Release notes and communicate to end Users |
Responsible role |
|
Rollout planning |
Schedule meetings for managing staff involved in Release |
Responsible role |
Security Manager |
IT Security Management |
Security measures implementation |
Responsible role |
|
IT Security Management |
To identify and plan security requirements |
Responsible role |
Security Officer |
IT Security Management |
Constant monitoring of security management |
Responsible role |
|
IT Security Management |
To evaluate effectiveness of security measures |
Responsible role |
Senior Management/Board Level |
Change Management |
Pass changes approved by IT Management to CAB |
Responsible role |
|
Initial Planning Activities |
Appointment or nomination of Service Level Management |
Responsible role |
|
Initial Planning Activities |
Awareness campaign |
Responsible role |
|
Initial Planning Activities |
Definition of the objectives and scope of the function |
Responsible role |
|
Initial Planning Activities |
Planning of a Service Catalogue and an SLA structure |
Responsible role |
|
Initial Planning Activities |
Production of a mission statement |
Responsible role |
Service Level Manager |
On-going Process |
Maintenance of SLAs, contracts and OLAa |
Responsible role |
|
On-going Process |
Monitoring and Reporting |
Responsible role |
|
On-going Process |
Service Improvement Program |
Responsible role |
|
On-going Process |
Service review meetings |
Responsible role |
|
Process Implementation |
Define Reporting and Review Procedures |
Responsible role |
|
Process Implementation |
Establish monitoring capabilities |
Responsible role |
|
Process Implementation |
Establish Service Level Requirements and draft SLA |
Responsible role |
|
Process Implementation |
Expectation Management |
Responsible role |
|
Process Implementation |
Plan the SLA structure |
Responsible role |
|
Process Implementation |
Produce a Service Catalogue |
Responsible role |
|
Process Implementation |
Publicise the existence of SLAs |
Responsible role |
|
Process Implementation |
Review Underpinning Contracts and Operational Service Agreements |
Responsible role |
|
Process Implementation |
Seek agreement |
Responsible role |
|
Process Implementation |
Wording of SLAs |
Responsible role |
System and user managers |
Business Capacity Management |
Demand Management |
Responsible role |
|
Business Capacity Management |
Tuning |
Responsible role |
|
Resource Capacity Management |
Application Sizing |
Responsible role |
|
Resource Capacity Management |
Demand Management |
Responsible role |
|
Resource Capacity Management |
Tuning |
Responsible role |
|
Service Capacity Management |
Demand Management |
Responsible role |
|
Service Capacity Management |
Tuning |
Responsible role |
Team director and team member |
Define Requirements in Case of Desaster |
Assess the levels of risk |
Responsible role |
|
Define Requirements in Case of Desaster |
Assess threat- and vulnerability levels |
Responsible role |
|
Define Requirements in Case of Desaster |
Perform Business Impact Analysis |
Responsible role |
|
Define Requirements in Case of Desaster |
Risk Assessment |
Responsible role |
|
Devise Business Continuity Strategy |
Determine Recovery Options |
Responsible role |
|
ITSCM Stage 3 - Implementation |
Develop procedures |
Responsible role |
|
ITSCM Stage 3 - Implementation |
Develop recovery plans |
Responsible role |
|
ITSCM Stage 3 - Implementation |
Establish organisation and develop implementation plans |
Responsible role |
|
ITSCM Stage 3 - Implementation |
Undertake initial tests |
Responsible role |
|
ITSCM Stage 4 - Operational Management |
Assurance |
Responsible role |
|
ITSCM Stage 4 - Operational Management |
Change control |
Responsible role |
|
ITSCM Stage 4 - Operational Management |
Review |
Responsible role |
|
ITSCM Stage 4 - Operational Management |
Testing |
Responsible role |
|
Take Preventive Measures |
Establish offsite storage and archiving |
Responsible role |
|
Take Preventive Measures |
Implement fault tolerant systems for critical applications |
Responsible role |
|
Take Preventive Measures |
Implement RAID arrays and disk mirroring for LAN servers |
Responsible role |
|
Take Preventive Measures |
Implement Spare equipment and components |
Responsible role |
|
Take Preventive Measures |
Install UPS and backup systems |
Responsible role |
Upper Management |
Devise Business Continuity Strategy |
Determine Risk Reduction Measures |
Responsible role |
|
ITSCM Stage 1 - Initiation |
Agree project and quality plans |
Responsible role |
|
ITSCM Stage 1 - Initiation |
Allocate resources |
Responsible role |
|
ITSCM Stage 1 - Initiation |
Define the project organisation and control structure |
Responsible role |