ManageEngine believe, based on the ITIL framework, ITSM process usually consists of five stages:
1, the service strategy phase (Service Strategy)
This stage is the basis or framework for building organization ITSM processes. It involves the definition of the service organization can provide, strategic planning processes, and assets needed to identify and develop in order to ensure the functioning of ITSM processes. In the strategy phase of any organization involves the following aspects:
Strategic Management (Strategy management)
evaluate the organization of markets, products, competition, and to develop IT service strategy.
Service Portfolio Management (Service portfolio management)
management services directory to ensure the provision of IT services within a reasonable pre-set level of investment in order to meet customer demand.
Financial Management (Financial management)
budget management organization, cost and billing.
Demand and capacity management (Demand and capacity management)
understand and anticipate the needs of IT services, and to ensure that the organization has the ability to meet customer needs.
Business Relationship Management (Business relationship management)
to determine the end-user needs and to ensure the proper development of services to meet their needs, in order to maintain a positive relationship with customers.
2, the service design phase (Service design)
The main purpose of this stage of planning and design organizations to provide IT services to meet business needs. It includes: the creation and design of new services, as well as assess the current services and make improvements. IT service design phase consists of several elements:
Design coordination (Design coordination)
management designed to ensure that new or modified service design, consistent information systems, and technical indicators and effective.
Service Catalog Management (Service catalogue management)
Creating and maintaining service directory, which provides IT products and organizations, as well as its current status and interdependence of all relevant information.
Risk Management (Risk management)
to determine whether IT service processes will lead to potential risks, and risks affecting records and reasonable solution.
Service Level Management (Service level management)
to define service level agreements with customers according to the agreement to ensure that these services are based on protocol design.
Capacity Management (Capacity management)
capabilities to provide IT services analysis, and to ensure that they are adequate to meet anticipated and agreed service level targets.
Availability Management (Availability management)
manage all aspects of IT service availability.
IT Service Continuity Management (IT service continuity management)
to manage risk, to ensure at least be able to meet the agreed minimum level of service in order to ensure business continuity without interruption.
Information Security (Information security)
to maintain data security, confidentiality and integrity protection as well as organizing information.
Compliance (Compliance)
to ensure that IT services meet the policy requirements and laws and regulations related businesses.
Architecture Management (Architecture management)
technology prospects of new technology available on the market, according to the planning and development organization.
Supplier Management (Supplier management)
management contracts with suppliers to ensure that suppliers fulfill their contractual commitments.
3, Service Transition stage (Service transition)
Once complete IT services and processes designed to ensure that the process is operating as expected, they are building and testing is particularly important. IT teams need to ensure that the design will not disrupt service in any way, especially when you upgrade or redesign existing IT service processes, which requires change management, risk assessment. It will not happen without risk conversion, pro-active it is very important during the transition.
Change Management and Assessment (Change management and evaluation)
to control all kinds of IT change life cycle, including operations, strategic or tactical changes.
Project Management (Project management)
plan and manage major publishing activities.
Knowledge Management (Knowledge management)
maintaining a shared knowledge base within the IT organization.
Service Asset and Configuration Management (Service asset and configuration Management)
maintenance and management provides IT services, IT assets and their required configuration items.
Release and Deployment Management (Release and deployment management)
plan, schedule and control a variety of publishing and deployment, to ensure minimal disruption to existing services.
4, Service Operation stage (Service operation)
This phase involves the implementation of tried and tested new designs or modify the design in the real world. At this stage, the process has been tested and the problem has been solved, but the new process is destined to be in trouble, especially when the user starts using the service. Thus, IT teams need to closely monitor the process and workflow, and proactively ensure continuity of service delivery. ITIL framework the following as some of the major process services operation stages:
Event Management and Request Fulfillment (Incident and request fulfillment management)
to ensure as soon as possible to solve all IT events, and process service requests within the agreed service level targets.
Problem Management (Problem management)
to manage all IT issues, to minimize the impact of IT events can lead to problems, and propose solutions or workarounds.
Technology Management (Technical management)
with the most appropriate technical expertise and support capabilities to manage the IT infrastructure.
5. Continual Service Improvement phase (Continual service improvement)
The successful implementation of IT processes is not the last stage of any organization. For the problem of user needs and user feedback has always enable IT process improvements and development of space. Key performance indicators (KPI) and other indicators play an important role in determining the need to improve or change fields. The following aspects are involved in this phase:
IT Services Review (IT service review)
to provide services and IT infrastructure were reviewed to identify any potential areas for improvement.
Process Assessment (Process evaluation)
continuously monitor IT processes and evaluated to ensure that it remains the reference.
Continual Service Improvement Plan Management (CSI initiatives management)
to define and monitor the CSI program to ensure that CSI activities according to plan, and resolve any problems that may arise in this process.