| ITIL Process |
Process |
Control Objective |
COBIT Process |
| SERVICE LEVEL MANAGEMENT |
DS 1 |
DS 1.0 |
Define and Manage Service Levels |
| The SLM Process |
DS 1 |
DS 1.1 |
Service Level Agreement Framework |
| Planning the Process |
DS 1 |
DS 1.2 |
Aspects of Service Level Agreements |
| Implementing the Process |
DS 1 |
DS 1.2 |
Aspects of Service Level Agreements |
| The On-going Process |
DS 1 |
DS 1.5 |
Review of Service Level Agreements and Contracts |
| SLA contents and key targets |
DS 1 |
DS 1.2 |
Aspects of Service Level Agreements |
| Key Performance Indicators and metrics for SLM efficiency and effectiveness |
DS 1 |
DS 1.4 |
Monitoring and Reporting |
| FINANCIAL MANAGEMENT FOR IT SERVICES |
PO 5 |
PO 5.0 |
Manage the IT Investment |
| Budgeting |
PO 5 |
PO 5.1 |
Annual IT Operating Budget |
| Developing the IT Accounting system |
PO 5 |
PO 5.1 |
Annual IT Operating Budget |
| Developing the Charging System |
DS 6 |
DS 6.2 |
Costing Procedures |
| Planning for IT Accounting and Charging |
DS 6 |
DS 6.1 |
Chargeable Items |
| Implementation |
DS 6 |
DS 6.0 |
Identify and Allocate Costs |
| Ongoing management and operation |
DS 6 |
DS 6.3 |
User Billing and Chargeback Procedures |
| CAPACITY MANAGEMENT |
DS 2 |
DS 2.0 |
Manage Third-Party Services |
| The Capacity Management process |
DS 3 |
DS 3.0 |
Manage Performance and Capacity |
| Activities in Capacity Management |
DS 3 |
DS 3.7 |
Capacity Management of Resources |
| Costs, benefits and possible problems |
DS 3 |
DS 3.7 |
Capacity Management of Resources |
| Planning and implementation |
DS 3 |
DS 3.0 |
Manage Performance and Capacity |
| Review of the Capacity Management process |
DS 3 |
DS 3.3 |
Monitoring and Reporting |
| Interfaces with other SM processes |
n.a. |
n.a. |
n.a. |
| IT Service Continuity Management |
DS 4 |
DS 4.0 |
Ensure Continuous Service |
| Scope of ITSCM |
DS 4 |
DS 4.1 |
IT Continuity Framework |
| The Business Continuity Lifecycle |
DS 4 |
DS 4.1 |
IT Continuity Framework |
| Management Structure |
DS 4 |
DS 4.1 |
IT Continuity Framework |
| Generating awareness |
DS 4 |
DS 4.1 |
IT Continuity Framework |
| Interfaces with other SM processes |
n.a. |
n.a. |
n.a. |
| AVAILABILITY MANAGEMENT |
DS 4 |
DS 4.0 |
Ensure Continuous Service |
| Basic concepts |
DS 4 |
DS 4.2 |
IT Continuity Plan Strategy and Philosophy |
| The Availability Management Process |
DS 4 |
DS 4.0 |
Ensure Continuous Service |
| The Cost of (Un)Availability |
PO 9 |
PO 9.4 |
Assess Risks |
| Availability Planning |
DS 3 |
DS 3.2 |
Availability Plan |
| Availability improvement |
DS 4 |
DS 4.4 |
Minimising IT Continuity Requirements |
| Availability measurement and reporting |
DS 3 |
DS 3.3 |
Monitoring and Reporting |
| Availability Management tools |
DS 3 |
DS 3.4 |
Modeling Tools |
| Availability Management methods and techniques |
DS 3 |
DS 3.0 |
Manage Performance and Capacity |
| THE SERVICE DESK |
DS 8 |
DS 8.0 |
Assist and Advise Customers |
| Overview |
DS 8 |
DS 8.1 |
Help Desk |
| Implementing a Service Desk infrastructure |
DS 8 |
DS 8.1 |
Help Desk |
| Service Desk technologies |
n.a. |
n.a. |
n.a. |
| Service Desk responsibilities, functions, staffing levels etc |
PO 4 |
PO 4.4 |
Roles and Responsibilities |
| Service Desk staffing skill set |
PO 7 |
PO 7.4 |
Personnel Training |
| Setting up a Service Desk environment |
PO 8 |
PO 8.1 |
External Requirements Review |
| Service Desk education and training |
PO 7 |
PO 7.4 |
Personnel Training |
| Service Desk processes and procedures |
DS 8 |
DS 8.0 |
Assist and Advise Customers |
| Incident reporting and review |
DS 5 |
DS 5.10 |
Violation and Security Activity Reports |
| INCIDENT MANAGEMENT |
DS 10 |
DS 10.0 |
Manage Problems and Incidents |
| Goal of Incident Management |
DS 10 |
DS 10.0 |
Manage Problems and Incidents |
| Scope of Incident Management |
DS 10 |
DS 10.1 |
Problem Management System |
| Basic concepts |
DS 10 |
DS 10.1 |
Problem Management System |
| Benefits of Incident Management |
DS 10 |
DS 10.1 |
Problem Management System |
| Planning and implementation |
DS 10 |
DS 10.1 |
Problem Management System |
| Incident Management activities |
DS 10 |
DS 10.3 |
Problem Tracking and Audit Trail |
| Handling of major Incidents |
DS 10 |
DS 10.2 |
Problem Escalation |
| Roles of the Incident Management process |
DS 10 |
DS 10.0 |
Manage Problems and Incidents |
| Key Performance Indicators |
DS 10 |
DS 10.3 |
Problem Tracking and Audit Trail |
| Tools |
DS 10 |
DS 10.1 |
Problem Management System |
| PROBLEM MANAGEMENT |
DS 10 |
DS 10.0 |
Manage Problems and Incidents |
| Goal of Problem Management |
DS 10 |
DS 10.0 |
Manage Problems and Incidents |
| Scope of Problem Management |
DS 10 |
DS 10.1 |
Problem Management System |
| Basic concepts |
DS 10 |
DS 10.1 |
Problem Management System |
| Benefits of Problem Management |
DS 10 |
DS 10.1 |
Problem Management System |
| Planning and implementation |
DS 10 |
DS 10.1 |
Problem Management System |
| Problem control activities |
DS 10 |
DS 10.3 |
Problem Tracking and Audit Trail |
| Error control activities |
DS 10 |
DS 10.3 |
Problem Tracking and Audit Trail |
| Proactive Problem Management |
DS 8 |
DS 8.5 |
Trend Analysis and Reporting |
| Providing information to the support organisation |
DS 8 |
DS 8.5 |
Trend Analysis and Reporting |
| Metrics |
DS 10 |
DS 10.0 |
Manage Problems and Incidents |
| Roles within Problem Management |
DS 10 |
DS 10.0 |
Manage Problems and Incidents |
| CONFIGURATION MANAGEMENT |
DS 9 |
DS 9.0 |
Manage the Configuration |
| Goal of Configuration Management |
DS 9 |
DS 9.0 |
Manage the Configuration |
| Scope of Configuration Management |
DS 9 |
DS 9.0 |
Manage the Configuration |
| Basic concepts |
DS 9 |
DS 9.1 |
Configuration Recording |
| Benefits and possible problems |
DS 9 |
DS 9.1 |
Configuration Recording |
| Planning and implementation |
DS 9 |
DS 9.1 |
Configuration Recording |
| Activities |
DS 9 |
DS 9.0 |
Manage the Configuration |
| Process control |
DS 9 |
DS 9.0 |
Manage the Configuration |
| Relations 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. |
| CHANGE MANAGEMENT |
AI 6 |
AI 6.0 |
Manage Changes |
| Goal of Change Management |
AI 6 |
AI 6.0 |
Manage Changes |
| Scope of Change Management |
AI 6 |
AI 6.0 |
Manage Changes |
| Basic concepts |
AI 6 |
AI 6.1 |
Change Request Initiation and Control |
| Benefits, costs and possible problems |
AI 6 |
AI 6.2 |
Impact Assessment |
| Activities |
AI 6 |
AI 6.0 |
Manage Changes |
| Planning and implementation |
AI 6 |
AI 6.0 |
Manage Changes |
| Metrics and management reporting |
AI 6 |
AI 6.2 |
Impact Assessment |
| Software tools |
AI 6 |
AI 6.3 |
Control of Changes |
| Impact of new technology |
n.a. |
n.a. |
n.a. |
| RELEASE MANAGEMENT |
AI 6 |
AI 6.0 |
Manage Changes |
| Goal of Release Management |
AI 6 |
AI 6.7 |
Software Release Policy |
| Scope of Release Management |
AI 6 |
AI 6.7 |
Software Release Policy |
| Basic concepts |
AI 6 |
AI 6.7 |
Software Release Policy |
| Benefits and possible problems |
AI 6 |
AI 6.7 |
Software Release Policy |
| Planning and implementation |
AI 6 |
AI 6.7 |
Software Release Policy |
| Process control |
AI 6 |
AI 6.7 |
Software Release Policy |
| Relations 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 6 |
AI 6.7 |
Software Release Policy |
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