ITIL Cobit Mapping

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ITIL Service Management Process Process Control Objective COBIT Process

1. SERVICE LEVEL MANAGEMENT DS 1 DS 1.0 Define and Manage Service LevelsThe SLM Process DS 1 DS 1.1 Service Level Agreement FrameworkPlanning the Process DS 1 DS 1.2 Aspects of Service Level AgreementsImplementing the Process DS 1 DS 1.2 Aspects of Service Level AgreementsThe On-going Process DS 1 DS 1.5 Review of Service Level Agreements and ContractsSLA contents and key targets DS 1 DS 1.2 Aspects of Service Level AgreementsKey Performance Indicators and metrics for SLM efficiency and effectiveness DS 1 DS 1.4 Monitoring and Reporting

2. FINANCIAL MANAGEMENT FOR IT SERVICES PO 5 PO 5.0 Manage the IT InvestmentBudgeting PO 5 PO 5.1 Annual IT Operating BudgetDeveloping the IT Accounting system PO 5 PO 5.1 Annual IT Operating BudgetDeveloping the Charging System DS 6 DS 6.2 Costing ProceduresPlanning for IT Accounting and Charging DS 6 DS 6.1 Chargeable ItemsImplementation DS 6 DS 6.0 Identify and Allocate CostsOngoing management and operation DS 6 DS 6.3 User Billing and Chargeback Procedures

3. CAPACITY MANAGEMENT DS 3 DS 3.0 Manage Performance and CapacityThe Capacity Management process DS 3 DS 3.0 Manage Performance and CapacityActivities in Capacity Management DS 3 DS 3.7 Capacity Management of ResourcesCosts, benefits and possible problems DS 3 DS 3.7 Capacity Management of ResourcesPlanning and implementation DS 3 DS 3.0 Manage Performance and CapacityReview of the Capacity Management process DS 3 DS 3.3 Monitoring and ReportingInterfaces with other SM processes n.a. n.a. n.a.

4. IT Service Continuity Management DS 4 DS 4.0 Ensure Continuous ServiceScope of ITSCM DS 4 DS 4.1 IT Continuity FrameworkThe Business Continuity Lifecycle DS 4 DS 4.1 IT Continuity FrameworkManagement Structure DS 4 DS 4.1 IT Continuity FrameworkGenerating awareness DS 4 DS 4.1 IT Continuity FrameworkInterfaces with other SM processes n.a. n.a. n.a.

5. AVAILABILITY MANAGEMENT DS 4 DS 4.0 Ensure Continuous ServiceBasic concepts DS 4 DS 4.2 IT Continuity Plan Strategy and PhilosophyThe Availability Management Process DS 4 DS 4.0 Ensure Continuous ServiceThe Cost of (Un)Availability PO 9 PO 9.4 Assess RisksAvailability Planning DS 3 DS 3.2 Availability PlanAvailability improvement DS 4 DS 4.4 Minimising IT Continuity Requirements




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Availability measurement and reporting DS 3 DS 3.3 Monitoring and ReportingAvailability Management tools DS 3 DS 3.4 Modeling ToolsAvailability Management methods and techniques DS 3 DS 3.0 Manage Performance and Capacity

6. THE SERVICE DESK DS 8 DS 8.0 Assist and Advise CustomersOverview DS 8 DS 8.1 Help DeskImplementing a Service Desk infrastructure DS 8 DS 8.1 Help DeskService Desk technologies n.a. n.a. n.a.Service Desk responsibilities, functions, staffing levels etc PO 4 PO 4.4 Roles and ResponsibilitiesService Desk staffing skill set PO 7 PO 7.4 Personnel TrainingSetting up a Service Desk environment PO 8 PO 8.1 External Requirements ReviewService Desk education and training PO 7 PO 7.4 Personnel TrainingService Desk processes and procedures DS 8 DS 8.0 Assist and Advise CustomersIncident reporting and review DS 5 DS 5.10 Violation and Security Activity Reports

7. INCIDENT MANAGEMENT DS 10 DS 10.0 Manage Problems and IncidentsGoal of Incident Management DS 10 DS 10.0 Manage Problems and IncidentsScope of Incident Management DS 10 DS 10.1 Problem Management SystemBasic concepts DS 10 DS 10.1 Problem Management SystemBenefits of Incident Management DS 10 DS 10.1 Problem Management SystemPlanning and implementation DS 10 DS 10.1 Problem Management SystemIncident Management activities DS 10 DS 10.3 Problem Tracking and Audit TrailHandling of major Incidents DS 10 DS 10.2 Problem EscalationRoles of the Incident Management process DS 10 DS 10.0 Manage Problems and IncidentsKey Performance Indicators DS 10 DS 10.3 Problem Tracking and Audit TrailTools DS 10 DS 10.1 Problem Management System

8. PROBLEM MANAGEMENT DS 10 DS 10.0 Manage Problems and IncidentsGoal of Problem Management DS 10 DS 10.0 Manage Problems and IncidentsScope of Problem Management DS 10 DS 10.1 Problem Management SystemBasic concepts DS 10 DS 10.1 Problem Management SystemBenefits of Problem Management DS 10 DS 10.1 Problem Management SystemPlanning and implementation DS 10 DS 10.1 Problem Management SystemProblem control activities DS 10 DS 10.3 Problem Tracking and Audit TrailError control activities DS 10 DS 10.3 Problem Tracking and Audit TrailProactive Problem Management DS 8 DS 8.5 Trend Analysis and ReportingProviding information to the support organisation DS 8 DS 8.5 Trend Analysis and ReportingMetrics DS 10 DS 10.0 Manage Problems and Incidents




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Roles within Problem Management DS 10 DS 10.0 Manage Problems and Incidents

9. CONFIGURATION MANAGEMENT DS 9 DS 9.0 Manage the ConfigurationGoal of Configuration Management DS 9 DS 9.0 Manage the ConfigurationScope of Configuration Management DS 9 DS 9.0 Manage the ConfigurationBasic concepts DS 9 DS 9.1 Configuration RecordingBenefits and possible problems DS 9 DS 9.1 Configuration RecordingPlanning and implementation DS 9 DS 9.1 Configuration RecordingActivities DS 9 DS 9.0 Manage the ConfigurationProcess control DS 9 DS 9.0 Manage the ConfigurationRelations to other processes n.a. n.a. n.a.Tools specific to the Configuration Management process n.a. n.a. n.a.Impact of new technology n.a. n.a. n.a.Guidance on Configuration Management n.a. n.a. n.a.

10. CHANGE MANAGEMENT AI 6 AI 6.0 Manage ChangesGoal of Change Management AI 6 AI 6.0 Manage ChangesScope of Change Management AI 6 AI 6.0 Manage ChangesBasic concepts AI 6 AI 6.1 Change Request Initiation and ControlBenefits, costs and possible problems AI 6 AI 6.2 Impact AssessmentActivities AI 6 AI 6.0 Manage ChangesPlanning and implementation AI 6 AI 6.0 Manage ChangesMetrics and management reporting AI 6 AI 6.2 Impact AssessmentSoftware tools AI 6 AI 6.3 Control of ChangesImpact of new technology n.a. n.a. n.a.

11. RELEASE MANAGEMENT AI 5 AI 5.0 Install and Accredit SystemsGoal of Release Management AI 5 AI 5.0 Software Release PolicyScope of Release Management AI 5 AI 5.0 Software Release PolicyBasic concepts AI 5 AI 5.0 Software Release PolicyBenefits and possible problems AI 5 AI 5.0 Software Release PolicyPlanning and implementation AI 5 AI 5.0 Software Release PolicyProcess control AI 5 AI 5.0 Software Release PolicyRelations to other processes n.a. n.a. n.a.Tools specific to the Release Management process n.a. n.a. n.a.Guidance for successful Release Management AI 5 AI 5.0 Software Release Policy




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PO Planning & Organisation ITIL Prozess ITIL Book

PO1 Define a Strategic IT Plan Design and Planning: Strategic Management ITIL ICT Infrastructure Management

PO 1.1 IT as Part of the Organisation's Long- and Short-Range Plan Design and implementing a Plan ITIL ICT Infrastructure Management

PO 1.2 IT Long-Range Plan Setting goals and objectives ITIL ICT Infrastructure Management

PO 1.3 IT Long-Range Planning-Approach and Structure Developing a strategy ITIL ICT Infrastructure Management

PO 1.4 IT Long-Range Plan Changes Design and implementing a Plan ITIL ICT Infrastructure Management

PO 1.5 Short-Range Planning for the IT Function Design and implementing a Plan ITIL ICT Infrastructure Management

PO 1.6 Communication of IT Plans Deployment: Communication Plan ITIL ICT Infrastructure Management

PO 1.7 Monitoring and Evaluating of IT Plans Review and evaluating progress of the plan ITIL ICT Infrastructure Management

PO 1.8 Assessment of Existing Systems Review the current position (SWOT) ITIL ICT Infrastructure Management

PO2 Define the Information Architecture Design and Planning: the ICT Architecture ITIL ICT Infrastructure Management

PO 2.1 Information Architecture Model Technology Architecture ITIL ICT Infrastructure Management

PO 2.2 Corporate Data Dictionary and Data Syntax Rules Technology Architecture ITIL ICT Infrastructure Management

PO 2.3 Data Classification Scheme n.a.

PO 2.4 Security Levels Security Management

PO3 Determine Technological Direction Design and Planning: the ICT Architecture ITIL ICT Infrastructure Management

PO 3.1 Technological Infrastructure Planning Technology Architecture ITIL ICT Infrastructure Management

PO 3.2 Monitor Future Trends and Regulations Management Architecture (Selecting) ITIL ICT Infrastructure Management

PO 3.3 Technological Infrastructure Contingency IT Service Continuity Mgmt ITIL Service Delivery

PO 3.4 Hardware and Software Acquisition Plans Design and implementing a Plan ITIL ICT Infrastructure Management

PO 3.5 Technology Standards The design and development of ICT standards and policies ITIL ICT Infrastructure Management

PO4 Define the IT Organisation and Relationships ITIL Planning to implement Service Management

PO 4.1 IT Planning or Steering Committee generic ITIL Planning to implement Service Management

PO 4.2 Organisational Placement of the IT Function generic ITIL Planning to implement Service Management

PO 4.3 Review of Organisational Achievements generic ITIL Planning to implement Service Management

PO 4.4 Roles and Responsibilities Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM

PO 4.5 Responsibility for Quality Assurance Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM

PO 4.6 Responsibility for Logical and Physical Security Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM

PO 4.7 Ownership and Custodianship Infrastructure Design (Ownership issues) ITIL ICT Infrastructure Management

PO 4.8 Data and System Ownership Infrastructure Design (Ownership issues) ITIL ICT Infrastructure Management

PO 4.9 Supervision Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM

PO 4.10 Segregation of Duties generic ITIL Security Management

PO 4.11 IT Staffing ICT Operational Roles ITIL Service Delivery & Service Support & ICT IM

PO 4.12 Job or Position Descriptions for IT Staff ICT Operational Roles ITIL Service Delivery & Service Support & ICT IM

PO 4.13 Key IT Personnel ICT Operational Roles ITIL Service Delivery & Service Support & ICT IM

PO 4.14 Contracted Staff Policies and Procedures Suppliers and Procurement ITIL ICT Infrastructure Management

PO 4.15 Relationships Suppliers and Procurement ITIL ICT Infrastructure Management

PO5 Manage the IT Investment ITIL Financial Mgmt for IT Services ITIL Service Delivery

PO 5.1 Annual IT Operating Budget ITIL Financial Management ITIL Service Delivery

PO 5.2 Cost and Benefit Monitoring ITIL Financial Management ITIL Service Delivery

PO 5.3 Cost and Benefit Justification ITIL Financial Management ITIL Service Delivery

PO6 Communicate Management Aims and Direction ITIL Planning to implement Service Management

PO 6.1 Positive Information Control Environment Communication the vision ITIL Planning to implement Service Management

PO 6.10 Management's Responsibility for Policies generic ITIL Planning to implement Service Management

PO 6.11 Communication of Organisation Policies generic ITIL Security Management

PO 6.2 Policy Implementation Resources Roles for implementation (Authority Matrix) ITIL Planning to implement Service Management

PO 6.3 Maintenance of Policies generic ITIL Planning to implement Service Management

PO 6.4 Compliance with Policies, Procedures and Standards generic ITIL Planning to implement Service Management

PO 6.5 Quality Commitment generic ITIL Planning to implement Service Management

PO 6.6 Security and Internal Control Framework Policy generic ITIL Planning to implement Service Management

PO 6.7 Intellectual Property Rights generic ITIL Planning to implement Service Management




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PO 6.8 Issue-Specific Policies generic ITIL Planning to implement Service Management

PO 6.9 Communication of IT Security Awareness n.a. n.a.

PO7 Manage Human Resources ITIL Planning to implement Service Management

PO 7.1 Personnel Recruitment and Promotion n.a. ITIL Planning to implement Service Management

PO 7.2 Personnel Qualifications Roles, responsibilities and interfaces; Training ITIL Service Delivery & Service Support & ICT IM

PO 7.3 Roles and Responsibilities Roles, responsibilities and interfaces ITIL Service Delivery & Service Support & ICT IM

PO 7.4 Personnel Training Training ITIL ICT Infrastructure Management

PO 7.5 Cross-Training or Staff Back-up Training ITIL ICT Infrastructure Management

PO 7.6 Personnel Clearance Procedures generic ITIL Security Management

PO 7.7 Employee Job Performance Evaluation Where are we now: People ITIL ICT Infrastructure Management

PO 7.8 Job Change and Termination n.a. n.a.

PO8 Ensure Compliance with External Requirements n.a.

PO 8.1 External Requirements Review n.a. n.a.

PO 8.2 Practices and Procedures for Complying with External Requirements n.a. n.a.

PO 8.3 Safety and Ergonomic Compliance n.a. n.a.

PO 8.4 Privacy, Intellectual Property and Data Flow generic ITIL Security Management

PO 8.5 Electronic Commerce n.a. n.a.

PO 8.6 Compliance with Insurance Contracts n.a. n.a.

PO9 Assess Risks ITIL The Business Perspective

PO 9.1 Business Risk Assessment ITIL Business Continuity Management ITIL The Business Perspective

PO 9.2 Risk Assessment Approach ITIL Business Continuity Management ITIL The Business Perspective

PO 9.3 Risk Identification ITIL Business Continuity Management ITIL The Business Perspective

PO 9.4 Risk Measurement ITIL Business Continuity Management ITIL The Business Perspective

PO 9.5 Risk Action Plan ITIL Business Continuity Management ITIL The Business Perspective

PO 9.6 Risk Acceptance ITIL Business Continuity Management ITIL The Business Perspective

PO 9.7 Safeguard Selection ITIL Business Continuity Management ITIL The Business Perspective

PO 9.8 Risk Assessment Commitment ITIL Business Continuity Management ITIL The Business Perspective

PO10 Manage Projects n.a.

PO 10.1 Project Management Framework n.a. n.a.

PO 10.10 User Department Participation in Project Initiation Readiness Assessment (Provide a baseline for Risk Mgmt) ITIL Application Management

PO 10.11 Project Team Membership and Responsibilities Design, Build, Deploy: Testing ITIL Application Management

PO 10.12 Project Definition Deploy: training strategies ITIL Application Management

PO 10.13 Project Approval Optimize: Application review Process ITIL Application Management

PO 10.2 Project Phase Approval Managing the business Value ITIL Application Management

PO 10.3 Project Master Plan Organising roles and functions ITIL Application Management

PO 10.4 System Quality Assurance Plan n.a. n.a.

PO 10.5 Planning of Assurance Methods n.a. n.a.

PO 10.6 Formal Project Risk Management n.a. n.a.

PO 10.7 Test Plan n.a. n.a.

PO 10.8 Training Plan The Application Management lifecycle ITIL Application Management

PO 10.9 Post-Implementation Review Plan Control methods and techniques ITIL Application Management

PO11 Manage Quality ITIL Planning to implement Service Management

PO 11.1 General Quality Plan Quality Management ITIL Planning to implement Service Management

PO 11.2 Quality Assurance Approach Quality Management ITIL Planning to implement Service Management

PO 11.3 Quality Assurance Planning Formal quality initiatives ITIL Application Management

PO 11.4 Quality Assurance Review of Adherence to IT Standards and Procedures Formal quality initiatives ITIL Application Management

PO 11.5 System Development Life Cycle Methodology ITIL Application Management ITIL Application Management

PO 11.6 System Development Life Cycle Methodology for Major Changes to Existing Technology The Application Management lifecycle ITIL Application Management

PO 11.7 Updating of the System Development Life Cycle Methodology Control methods and techniques ITIL Application Management

PO 11.8 Coordination and Communication Communication plan ITIL Planning to implement Service Management




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PO 11.9 Acquisition and Maintenance Framework for the Technology Infrastructure n.a. n.a.

PO 11.10 Third-Party Implementor Relationships n.a. n.a.

PO 11.11 Programme Documentation Standards Control methods and techniques ITIL Application Management

PO 11.12 Programme Testing Standards Control methods and techniques ITIL Application Management

PO 11.13 System Testing Standards Control methods and techniques ITIL Application Management

PO 11.14 Parallel/Pilot Testing Deploy: Pilot Deployment ITIL Application Management

PO 11.15 System Testing Documentation Control methods and techniques ITIL Application Management

PO 11.16 Quality Assurance Evaluation of Adherence to Development Standards Control methods and techniques ITIL Application Management

PO 11.17 Quality Assurance Review of the Achievement of IT Objectives Critical success factors and Key performance indicators ITIL Planning to implement Service Management

PO 11.18 Quality Metrics Critical success factors and Key performance indicators ITIL Planning to implement Service Management

PO 11.19 Reports of Quality Assurance Reviews Ongoing monitoring and process reviews ITIL Planning to implement Service Management




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AI Acquisition & Implementation Process ITIL Book

AI1 Identify Automated Solutions ITIL Application Management

AI 1.1 Definition of Information Requirements Service Level Management ITIL Service Delivery

AI 1.2 Formulation of Alternative Courses of Action Defining the delivery strategy ITIL Application Management

AI 1.3 Formulation of Acquisition Strategy Defining the delivery strategy ITIL Application Management

AI 1.4 Third-Party Service Requirements Service Level Management ITIL Service Delivery

AI 1.5 Technological Feasibility Study Change Management ITIL ICT Infrastructure Management

AI 1.6 Economic Feasibility Study Financial Management for IT Services ITIL Service Delivery

AI 1.7 Information Architecture n.a. ITIL ICT Infrastructure Management

AI 1.8 Risk Analysis Report Change Management ITIL Service Support

AI 1.9 Cost-Effective Security Controls Security Management ITIL Security Management

AI 1.10 Audit Trails Design n.a. n.a.

AI 1.11 Ergonomics n.a. ITIL ICT Infrastructure Management

AI 1.12 Selection of System Software Release Management ITIL Service Support

AI 1.13 Procurement Control n.a. ITIL ICT Infrastructure Management

AI 1.14 Software Product Acquisition n.a. ITIL ICT Infrastructure Management

AI 1.15 Third-Party Software Maintenance Service Level Management ITIL Service Delivery

AI 1.16 Contract Application Programming n.a. ITIL Application Management

AI 1.17 Acceptance of Facilities Build ITIL ICT Infrastructure Management

AI 1.18 Acceptance of Technology Build ITIL ICT Infrastructure Management

AI2 Acquire and Maintain Application Software ITIL Application Management

AI 2.1 Design Methods Control Methods and techniques ITIL Application Management

AI 2.2 Major Changes to Existing Systems Change Management ITIL Service Support

AI 2.3 Design Approval Change Management ITIL Service Support

AI 2.4 File Requirements Definition and Documentation Change Management ITIL Service Support

AI 2.5 Programme Specifications n.a. n.a.

AI 2.6 Source Data Collection Design Release Management ITIL Service Support

AI 2.7 Input Requirements Definition and Documentation Release Management ITIL Service Support

AI 2.8 Definition of Interfaces Release Management ITIL Service Support

AI 2.9 User-Machine Interface Release Management ITIL Service Support

AI 2.10 Processing Requirements Definition and Documentation Release Management ITIL Service Support

AI 2.11 Output Requirements Definition and Documentation Change Management ITIL Service Support

AI 2.12 Controllability Change Management ITIL Service Support

AI 2.13 Availability as a Key Design Factor Availability Management ITIL Service Delivery

AI 2.14 IT Integrity Provisions in Application Programme Software Release Management ITIL Service Support

AI 2.15 Application Software Testing Change Management ITIL Service Support

AI 2.16 User Reference and Support Materials Release Management ITIL Application Management

AI 2.17 Reassessment of System Design Application review process ITIL Application Management

AI3 Acquire and Maintain Technology Infrastructure ITIL ICT Infrastructure Management

AI 3.1 Assessment of New Hardware and Software Operational control and mgmt of the services, components and their config. ITIL ICT Infrastructure Management

AI 3.2 Preventative Maintenance for Hardware Problem Management ITIL Service Support

AI 3.3 System Software Security Security Management IITIL Security Management

AI 3.4 System Software Installation Operational control and mgmt of the services, components and their config. ITIL ICT Infrastructure Management

AI 3.5 System Software Maintenance Operational control and mgmt of the services, components and their config. ITIL Service Support

AI 3.6 System Software Change Controls Change Management ITIL Service Support

AI 3.7 Use and Monitoring of System Utilities generic ITIL ICT Infrastructure Management

AI4 Develop and Maintain Procedures ITIL Application Management




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AI Acquisition & Implementation Process ITIL Book

AI 4.1 Operational Requirements and Service Levels Service Level Management, SLA, OLA, UC ITIL Service Delivery

AI 4.2 User Procedures Manual Deploy; Distributing applications ITIL Application Management

AI 4.3 Operations Manual Deploy; Distributing applications ITIL Application Management

AI 4.4 Training Materials Deploy; Training strategy ITIL Application Management

AI5 Install and Accredit Systems ITIL Service Support

AI 5.1 Training Release Management (Rollout plan) ITIL Service Support

AI 5.2 Application Software Performance Sizing Change Management ITIL Service Support

AI 5.3 Implementation Plan Release Management (Rollout plan) ITIL Service Support

AI 5.4 System Conversion Release Management (Rollout plan) ITIL Service Support

AI 5.5 Data Conversion Release Management (Rollout plan) ITIL Service Support

AI 5.6 Testing Strategies and Plans Change Management ITIL Service Support

AI 5.7 Testing of Changes Change Management ITIL Service Support

AI 5.8 Parallel/Pilot Testing Criteria and Performance Release Management ITIL Service Support

AI 5.9 Final Acceptance Test Change Management ITIL Service Support

AI 5.10 Security Testing and Accreditation Release Management ITIL Service Support

AI 5.11 Operational Test Release Management ITIL Service Support

AI 5.12 Promotion to Production Release Management ITIL Service Support

AI 5.13 Evaluation of Meeting User Requirements Change Management ITIL Service Support

AI 5.14 Management's Post-Implementation Review Change Management ITIL Service Support

AI6 Manage Changes ITIL Service Support

AI 6.1 Change Request Initiation and Control Change Management ITIL Service Support

AI 6.2 Impact Assessment Change Management ITIL Service Support

AI 6.3 Control of Changes Change Management ITIL Service Support

AI 6.4 Emergency Changes Change Management ITIL Service Support

AI 6.5 Documentation and Procedures Change Management ITIL Service Support

AI 6.6 Authorised Maintenance Change Management ITIL Service Support

AI 6.7 Software Release Policy Release Management ITIL Service Support

AI 6.8 Distribution of Software Release Management ITIL Service Support




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DS Delivery & Support Processe ITIL Book

DS1 Define and Manage Service Levels Service Level Management ITIL Service DeliveryDS 1.1 Service Level Agreement Framework Service Level Management ITIL Service DeliveryDS 1.2 Aspects of Service Level Agreements Service Level Management ITIL Service DeliveryDS 1.3 Performance Procedures Service Level Management ITIL Service DeliveryDS 1.4 Monitoring and Reporting Service Level Management/Availability Management ITIL Service DeliveryDS 1.5 Review of Service Level Agreements and Contracts Service Level Management ITIL Service DeliveryDS 1.6 Chargeable Items Financial Management ITIL Service DeliveryDS 1.7 Service Improvement Program Service Level Management ITIL Service Delivery

DS2 Manage Third-Party Services Capacity & ITSCM & Security Mgmt ITIL Service DeliveryDS 2.1 Supplier Interfaces Capacity Management ITIL Service DeliveryDS 2.2 Owner Relationships Capacity Management ITIL Service DeliveryDS 2.3 Third-Party Contracts Service Level Management (Underpinning Contracts) ITIL Service DeliveryDS 2.4 Third-Party Qualifications Capacity Management ITIL Service DeliveryDS 2.5 Outsourcing Contracts Service Level Management ITIL Service DeliveryDS 2.6 Continuity of Services Service Continuity Management ITIL Service DeliveryDS 2.7 Security Relationships Security Management ITIL Security ManagementDS 2.8 Monitoring Service Level Management ITIL Service Delivery

DS3 Manage Performance and Capacity Availability & Capacity Mgmt ITIL Service DeliveryDS 3.1 Availability and Performance Requirements Availability Management ITIL Service DeliveryDS 3.2 Availability Plan Availability Management ITIL Service DeliveryDS 3.3 Monitoring and Reporting Availability Management ITIL Service DeliveryDS 3.4 Modeling Tools Availability Management/Capacity Management ITIL Service DeliveryDS 3.5 Proactive Performance Management Capacity Management ITIL Service DeliveryDS 3.6 Workload Forecasting Capacity Management ITIL Service DeliveryDS 3.7 Capacity Management of Resources Capacity Management ITIL Service DeliveryDS 3.8 Resources Availability Capacity Management ITIL Service DeliveryDS 3.9 Resources Schedule Capacity Management ITIL Service Delivery

DS4 Ensure Continuous Service IT Service Continuity Management ITIL Service DeliveryDS 4.1 IT Continuity Framework Service Continuity Management ITIL Service DeliveryDS 4.2 IT Continuity Plan Strategy and Philosophy Service Continuity Management ITIL Service DeliveryDS 4.3 IT Continuity Plan Contents Service Continuity Management ITIL Service DeliveryDS 4.4 Minimising IT Continuity Requirements Service Continuity Management ITIL Service DeliveryDS 4.5 Maintaining the IT Continuity Plan Service Continuity Management ITIL Service DeliveryDS 4.6 Testing the IT Continuity Plan Service Continuity Management ITIL Service DeliveryDS 4.7 IT Continuity Plan Training Service Continuity Management ITIL Service DeliveryDS 4.8 IT Continuity Plan Distribution Service Continuity Management ITIL Service DeliveryDS 4.9 User Department Alternative Processing Back-up Procedures Service Continuity Management ITIL Service DeliveryDS 4.10 Critical IT Resources Service Continuity Management ITIL Service DeliveryDS 4.11 Back-up Site and Hardware Service Continuity Management ITIL Service DeliveryDS 4.12 Off-site Back-up Storage Service Continuity Management ITIL Service DeliveryDS 4.13 Wrap-up Procedures Service Continuity Management ITIL Service Delivery

DS5 Ensure Systems Security ICT Infrastructure Management ITIL ICT Infrastructure ManagementDS 5.1 Manage Security Measures Security Management ITIL Security ManagementDS 5.2 Identification, Authentication and Access Security Management ITIL Security ManagementDS 5.3 Security of Online Access to Data Security Management ITIL Security ManagementDS 5.4 User Account Management Security Management ITIL Security ManagementDS 5.5 Management Review of User Accounts Security Management ITIL Security Management




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DS 5.6 User Control of User Accounts Security Management ITIL Security ManagementDS 5.7 Security Surveillance Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 5.8 Data Classification Security Management ITIL Security ManagementDS 5.9 Central Identification and Access Rights Management Security Management ITIL Security ManagementDS 5.10 Violation and Security Activity Reports Security Management ITIL Security ManagementDS 5.11 Incident Handling Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 5.12 Reaccreditation Security Management ITIL Security ManagementDS 5.13 Counterparty Trust Security Management ITIL Security ManagementDS 5.14 Transaction Authorisation Security Management ITIL Security ManagementDS 5.15 Non-Repudiation Security Management ITIL Security ManagementDS 5.16 Trusted Path Security Management ITIL Security ManagementDS 5.17 Protection of Security Functions Security Management ITIL Security ManagementDS 5.18 Cryptographic Key Management Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 5.19 Malicious Software Prevention, Detection and Correction Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 5.20 Firewall Architectures and Connections with Public Networks Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 5.21 Protection of Electronic Value Management and control of all aspects of ICT operational security ITIL ICT Infrastructure Management

DS6 Identify and Allocate Costs Financial Mgmt for IT Services ITIL Service DeliveryDS 6.1 Chargeable Items Financial Management ITIL Service DeliveryDS 6.2 Costing Procedures Financial Management ITIL Service DeliveryDS 6.3 User Billing and Chargeback Procedures Financial Management ITIL Service Delivery

DS7 Educate and Train Users ITIL ICT Infrastructure ManagementDS 7.1 Identification of Training Needs Deployment; Training ITIL ICT Infrastructure ManagementDS 7.2 Training Organisation Deployment; Training ITIL ICT Infrastructure ManagementDS 7.3 Security Principles and Awareness Training Deployment; Training ITIL ICT Infrastructure Management

DS8 Assist and Advise Customers Service Desk & Incident Mgmt ITIL Service SupportDS 8.1 Help Desk Service Desk ITIL Service SupportDS 8.2 Registration of Customer Queries Incident Management ITIL Service SupportDS 8.3 Customer Query Escalation Incident Management ITIL Service SupportDS 8.4 Monitoring of Clearance Incident Management ITIL Service SupportDS 8.5 Trend Analysis and Reporting Problem Management ITIL Service Support

DS9 Manage the Configuration Configuration Management ITIL Service SupportDS 9.1 Configuration Recording Configuration Management ITIL Service SupportDS 9.2 Configuration Baseline Configuration Management ITIL Service SupportDS 9.3 Status Accounting Configuration Management ITIL Service SupportDS 9.4 Configuration Control Configuration Management ITIL Service SupportDS 9.5 Unauthorised Software Configuration Management ITIL Service SupportDS 9.6 Software Storage Configuration Management (DSL) ITIL Service SupportDS 9.7 Configuration Management Procedures Configuration Management ITIL Service SupportDS 9.8 Software Accountability Configuration Management ITIL Service Support

DS10 Manage Problems and Incidents Incident, Problem & Change Mgmt ITIL Service SupportDS 10.1 Problem Management System Incident Management (Begriffsabgrenzung unklar Problem, Incident) ITIL Service SupportDS 10.2 Problem Escalation Incident Management ITIL Service SupportDS 10.3 Problem Tracking and Audit Trail Problem Management ITIL Service SupportDS 10.4 Emergency and Temporary Access Authorisations Change Management ITIL Service SupportDS 10.5 Emergency Processing Priorities Change Management ITIL Service Support




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DS11 Manage Data ITIL ICT Infrastructure ManagementDS 11.1 Data Preparation Procedures Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.2 Source Document Authorisation Procedures Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.3 Source Document Data Collection Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.4 Source Document Error Handling Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.5 Source Document Retention Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.6 Data Input Authorisation Procedures Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.7 Accuracy, Completeness and Authorisation Checks Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 11.8 Data Input Error Handling Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 11.9 Data Processing Integrity Management and control of all aspects of ICT operational security ITIL Security ManagementDS 11.10 Data Processing Validation and Editing Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 11.11 Data Processing Error Handling Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.12 Output Handling and Retention Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.13 Output Distribution Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.14 Output Balancing and Reconciliation Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.15 Output Review and Error Handling Management of the supporting operational process ITIL ICT Infrastructure ManagementDS 11.16 Security Provision for Output Reports Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 11.17 Protection of Sensitive Information During Transmission and Transport Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 11.18 Protection of Disposed Sensitive Information Management and control of all aspects of ICT operational security ITIL ICT Infrastructure ManagementDS 11.19 Storage Management Storage Management, Backup & Recovery ITIL ICT Infrastructure ManagementDS 11.20 Retention Periods and Storage Terms Storage Management, Backup & Recovery ITIL ICT Infrastructure ManagementDS 11.21 Media Library Management System Storage Management, Backup & Recovery ITIL ICT Infrastructure ManagementDS 11.22 Media Library Management Responsibilities Storage Management, Backup & Recovery ITIL ICT Infrastructure ManagementDS 11.23 Back-up and Restoration Storage Management, Backup & Recovery ITIL ICT Infrastructure ManagementDS 11.24 Back-up Jobs Storage Management, Backup & Recovery ITIL ICT Infrastructure ManagementDS 11.25 Back-up Storage Storage Management, Backup & Recovery ITIL ICT Infrastructure ManagementDS 11.26 Archiving Storage Management, Backup & Recovery ITIL ICT Infrastructure ManagementDS 11.27 Protection of Sensitive Messages Security Management ITIL Security ManagementDS 11.28 Authentication and Integrity Security Management ITIL Security ManagementDS 11.29 Electronic Transaction Integrity Security Management ITIL Security ManagementDS 11.30 Continued Integrity of Stored Data Security Management ITIL Security Management

DS12 Manage Facilities generic: Vertraulichkeit, Integrität, Verfügbarkeit ITIL Security ManagementDS 12.1 Physical Security Managing Facility Management Facility ManagementDS 12.2 Low Profile of the IT Site Managing Facility Management Facility ManagementDS 12.3 Visitor Escort Managing Facility Management Facility ManagementDS 12.4 Personnel Health and Safety Managing Facility Management Facility ManagementDS 12.5 Protection Against Environmental Factors Managing Facility Management Facility ManagementDS 12.6 Uninterruptible Power Supply Managing Facility Management Facility Management

DS13 Manage Operations ITIL ICT Infrastructure ManagementDS 13.1 Processing Operations Procedures and Instructions Manual Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure ManagementDS 13.2 Start-up Process and Other Operations Documentation Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure ManagementDS 13.3 Job Scheduling Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure ManagementDS 13.4 Departures from Standard Job Schedules Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure ManagementDS 13.5 Processing Continuity Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure ManagementDS 13.6 Operations Logs Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure ManagementDS 13.7 Safeguard Special Forms and Output Devices Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure ManagementDS 13.8 Remote Operations Workload, output, resilience testing management and scheduling ITIL ICT Infrastructure Management




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M Monitoring ITIL Process ITIL Book

M1 Monitor the Processes ITIL Service DeliveryM 1.1 Collecting Monitoring Data ITIL Service Level Management ITIL Service DeliveryM 1.2 Assessing Performance ITIL Service Level Management ITIL Service DeliveryM 1.3 Assessing Customer Satisfaction ITIL Service Level Management ITIL Service DeliveryM 1.4 Management Reporting ITIL Service Level Management ITIL Service Delivery

M2 Assess Internal Control Adequacy Security Management ITIL Security ManagementM 2.1 Internal Control Monitoring Security Management ITIL Security ManagementM 2.2 Timely Operation of Internal Controls Security Management ITIL Security ManagementM 2.3 Internal Control Level Reporting Security Management ITIL Security ManagementM 2.4 Operational Security and Internal Control Assurance Security Management ITIL Security Management

M3 Obtain Independent Assurance ITIL Security ManagementM 3.1 Independent Security and Internal Control Certification/Accreditation of IT Services Security Management ITIL Security Management

M 3.2 Security Management ITIL Security ManagementM 3.3 Independent Effectiveness Evaluation of IT Services Security Management ITIL Security ManagementM 3.4 Independent Effectiveness Evaluation of Third-Party Service Providers Security Management ITIL Security Management

M 3.5 Security Management ITIL Security Management

M 3.6 Security Management ITIL Security ManagementM 3.7 Competence of Independent Assurance Function Security Management ITIL Security ManagementM 3.8 Proactive Audit Involvement Security Management ITIL Security Management

M4 Provide for Independent Audit Security Management ITIL Security ManagementM 4.1 Audit Charter Security Management ITIL Security ManagementM 4.2 Independence Security Management ITIL Security ManagementM 4.3 Professional Ethics and Standards Security Management ITIL Security ManagementM 4.4 Competence Security Management ITIL Security ManagementM 4.5 Planning Security Management ITIL Security ManagementM 4.6 Performance of Audit Work Security Management ITIL Security ManagementM 4.7 Reporting Security Management ITIL Security ManagementM 4.8 Follow-up Activities Security Management ITIL Security Management

Independent Security and Internal Control Certification/Accreditation of Third-Party Service Providers

Independent Assurance of Compliance with Laws and Regulatory Requirements and Contractual CommitmentsIndependent Assurance of Compliance with Laws and Regulatory Requirements and Contractual Commitments by Third-Party Service Providers

Documents

ITIL Cobit Mapping