ITIL V3 Service Lifecycle

Bhargesh Ved

Contents

What is a Service
What is IT Service management
ITIL V3 & the Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

Service
Means of delivering value to customer by facilitating
outcomes that customers want to achieve without the
ownership of specific costs and risks.
Customers purchase the use of a service to achieve outcomes
Value of the service to the customer is dependent on how well it
facilitates these outcomes

IT Service management
A set of specialized organizational capabilities for providing value to
customers in the form of services.
Service management enables a service provider to understand the services
they are providing to ensure that the services really do facilitate the
outcomes their customers want to achieve
Service Management is concerned more that just delivering services.
Each service, process or component has a lifecycle.
Service management considers the entire lifecycle from
Strategy to Design
Transition to Operation
Continual Improvement

The Four Ps of Service Design

People: the people, skills and competencies involved in the provision of IT services
Products: the technology and management systems used in the delivery of IT services
Processes: the processes, roles and activities involved in the provision of IT services
Partners: the vendors, manufacturers and suppliers used to assist and support IT service
provision.

ITIL Version 3

Business Value

ITIL Version 3

Business
Partner

ITIL Version 2

ITIL Version 2

Service
Provider

ITIL Version 1

Technology
Provider

Business-IT alignment
Quality and efficiency of IT
processes

IT

ITIL Version 1

Maturity

Business-IT service integration

and value generation
Service Management for
business and technology

Stability and control

of IT infrastructure
IT Infrastructure
Management process

Agree
&
Define

V2 Processes
Service Desk

Service Level Management

Financial Management

Incident Management
Problem Management

Configuration Management

Plan
&
Improve

Support
Change Management
&
Release Management
Restore
Service Level Management

Capacity Management

Service
DeskManagement
Capacity
IncidentAvailability
Management
Management

Availability Management

ProblemFinancial
Management
Management

IT Service Continuity Management

IT Service Continuity Management

Release
&
Control

Configuration Management
Change Management

Release Management

Agree
Continual
Service
Service Level Management
Improvement
&
Service Level Management

Service Measurement

Service Reporting

Financial
Management
Service Catalog Management

Define

Service Improvement

Service
Design

Availability Management
Capacity Management
IT Service Continuity Management

Service
Strategy

Support
&
Restore

Supplier Management
Information Security Management

Plan
&
Improve

Financial Management

Service
Operation

Demand Management
Service Portfolio Management

Event Management
Incident Management

Service Desk

Service
Transition

Request Fulfillment

Problem Management
Incident Management

Capacity Management
Availability Management

Transition Planning & Support

Access Management

Problem Management

Change Management
IT Service

Service Desk
Technical Management

IT Operations Management

Release
&
Control

Configuration Management
Release Management
Service Validation & Testing

Applications Management

Evaluation

Knowledge Management
Configuration Management

Change Management

Release Management

Continuity Management

ITIL v3 & Service Lifecycle

ITIL v1 31 associated books covering all aspects of IT service provision.
ITIL v2 7 more closely connected and consistent books
ITIL v3 5 core books covering the service lifecycle & official introduction

Service Strategy
Customers do not buy products, they buy the satisfaction of particular
needs.
Example People do not want quarter-inch drills. They want quarter-inch holes
Services should deliver sufficient outcomes that the customer wants to achieve.
Achieving a deep understanding of customer needs also requires a clear
understanding of who exactly is the customer of that service provider. This
in turn requires the service provider to understand the wider context of the
markets that he is operating in.
Strategy cannot be created in isolation. Strategy needs to be built after having
a good understanding of the environment in which the service provider
wants to operate in as well as factors such as competition.

Service Strategy
The four Ps of Strategy:

Perspective: the distinctive vision and direction

Position: the basis on which the provider will compete
Plan: how the provider will achieve their vision
Pattern: the fundamental way of doing things distinctive patterns in decisions and actions over
time.

Processes

Financial management
Service Portfolio Management (SPM)
Demand Management

Activities

Define Market
Develop Offerings
Develop Strategic Assets
Prepare for Execution

Roles
Business Relationship Manager (BRM)
Product manager (PM)
Chief Sourcing Officer (CSO)

Service Design
Provides guidance for the design and development of services and service
management processes.
Goals

Design services to meet agreed business outcomes

Design processes to support the service lifecycle
Identify and manage risks
Design secure and resilient IT infrastructures, environments, applications and
data/information resources and capability
Design measurement methods and metrics
Produce and maintain plans, processes, policies, standards, architectures,
frameworks and documents to support the design of quality IT
Develop skills and capability within IT
Contribute to the overall improvement in IT service quality.

Service Design
Processes

Service Catalogue management (SCM)

Service Level management (SLM)
Capacity Management
Availability Management
IT Service Continuity management (ITSCM)
Information security management (ISM)
Supplier management

Roles

Service Design Manager

IT Designer/Architect
Service Catalogue Manager
Service Level manager
Availability Manager
IT Service Continuity Manager
Capacity Manager
Security Manager
Supplier Manager

Service Transition
The role of service transition is to deliver services that are required by
the business into operational use. In case the business
circumstances, assumptions, requirements have changed since
design then modifications may well be required during the service
transition stage in order to deliver the required service.
Goals
Set customer expectations on how the performance and use of the new or changed
service can be used to enable business change.
Enable the business change project or customer to integrate a release into their
business process or services.
Reduce variations in the predicted and actual performance of the transitioned
services.
Reduce the known errors and minimize the risks from transitioning the new or
changed services into production
Ensure that the services can be used in accordance with the requirements and
constraints specified within the service requirements.

Service Transition
Processes
Change management
Service Asset & Configuration management
Knowledge Management
Processes focused on ST but not exclusive to this stage are

Transition planning and support

Release & deployment management
Service Validation & Testing
Evaluation

Service Operation
The purpose of service operation is to deliver agreed levels of service
to users and customers and to manage the applications technology
and infrastructure that support delivery of the services.
It is during this stage of the lifecycle that services actually deliver value
to the business. It is the responsibility of the service operation staff
that the value is delivered.
Goals

Internal IT view versus External business view

Stability versus responsiveness
Quality of service versus cost of service
Reactive versus proactive activities

Service Operation
Processes

Event Management
Incident Management
Request management
Problem Management
Access management

Functions

Service Desk
Technical Management
IT Operation Management
Application management

Continual Service Improvement

Continual service Improvement is concerned with maintaining value for
customers through the continual evaluation and improvement of the
quality of services and the overall maturity of the ITSM service
lifecycle and underlying processes.

CSI Roles
Continual service improvement manager
Whilst a CSI Manager is responsible for the overall CSI activities within an
organization, the majority of the detailed improvement related work is
carried out within each of the lifecycle stages, processes and activities.