1. © 2008 Hewlett-Packard Development Company, L.P.
The information contained herein is subject to change without notice
The Service
Lifecycle

2. 2
Life Cycle
The various stages through which a living thing passes
• Creation – The first part of our journey
• Childhood – The formative stage
• Adulthood – Where we hone our skills and perform within
expected societal parameters

3. 3
Continual Service
Improvement
ITIL v3 – Core Publications
• ITIL Service Management
Practices – Core Guidance
− Service Strategy
− Service Design
− Service Transition
− Service Operation
− Continual Service
Improvement
Se rviceService
Strategy
Service
Operation
Se rvice
De sig n
Service
Design
Service
Transition
ITIL

4. 4
Service Strategy
• Shows organization how to
transform Service Management
into strategic asset and to then
think and act in a strategic manner
• Helps clarify the relationships
between various services,
systems or processes and the
business models, strategies or
objectives they support

5. 5
Service Strategy - Key Concepts
• Value Creation
− Utility and Warranty
• Service Assets
− Service Capabilities and Resources
• Service Provider Types
− Type I, Type II, Type III
• Developing Service Offerings
− Service Portfolio

6. 6
Assets, Resources and Capabilities
Asset
Any resource or capability. Assets of a Service Provider
include anything that could contribute to the delivery of a
Service
Resource
A generic term that includes infrastructure, people,
money or anything else that might help to deliver a
Service
Capability
The ability of an organization, person, process,
application, configuration item or IT Service to carry out
an activity

7. 7
Utility and Warranty
• Utility and Warranty work together to create value

8. 8
Service Provider
• An organization supplying services to one or more internal
customers or external customers
Type 1
•Internal
•Embedded in the business unit it serves
Type 2
•Shared (Internal)
•Provide services to multiple business units
Type 3
•External
•Provide services to many customers

9. 9
Service Portfolio
Service Pipeline
Customer
Viewable
Retired Services
Service Catalogue
Service Portfolio

10. 10
Service Strategy – Processes
• Financial management
− Understand the value of IT Services and assets
− Provide support for forecasting and decision making
• Strategy Generation
− Define the Market
− Develop the Offerings
− Develop Strategic Assets
− Prepare for Execution
• Service Portfolio Management
− Provide direction to Service Design so they can manage and fully exploit the
services into the future
• Demand Management
− Understand and influence Customer demand for services and provision of
capacity to meet these demands

11. 11
Service Design (SD)
• Provides guidance for the design
and development of services and
Service Management processes
• The scope includes new services,
and the changes and
improvements necessary to
increase or maintain value to
customers over the lifecycle of
services

12. 12
Service Design
Key Concepts
• Four Ps
• Service Design Package
• Aspects of Service Design
Processes
• Service Level Management
• Service Catalog
Management
• Availability Management
• Information Security
Management
• Supplier Management
• Capacity Management
• IT Service Continuity
Management

13. 13
Scope of Service Design – “The Four Ps”
Products
Partners
People
Process
es

14. 14
Service Design Package
• Service Design Package
− Defines the service through all stages of its lifecycle
− Passed to Service Transition for implementation

15. 15
Service Design - Aspects
• Service solutions
• Service management systems and tools
• Technical and management architectures
• Service management processes
• Measurement systems and metrics

16. 16
Service Transition (ST)
• Plan and implement the
deployment of all releases to
create a new services or improve
an existing service
• Assure that the proposed changes
in the Service Design Package
are realized
• Successfully steer releases
through testing and into live
environment
• Transition services to/from other
organizations
• Decommission or terminate
services

17. 17
Service Transition
Key Concepts
• Service V Model
• Configuration Item
• Configuration Management
System (CMS)
• Service Knowledge Management
System
• Data Information Knowledge
Wisdom (DIKW)
• Definitive Media Library
Processes
• Transition Planning and
Support
• Change Management
• Service Asset Configuration
Management
• Release and Deployment
Management
• Service Validation and
Testing
• Evaluation
• Knowledge Management

18. 18
Service V Model
Level 1 Business
Needs
Level 2 Service
Requirements
Level 5 Develop
Service
Level 3 Design
Service
Level 4
Design
Release
Business
Acceptance
Service
Acceptance
Component
Test
Operational
Testing
Release
Test
Build
& Test
Test Criteria Design

19. 19
Data Information Knowledge Wisdom
Context
Understanding
Wisdom
Knowledg
e
Information
Data

20. 20
Service Operation (SO)
• Coordinate and carry-out day-to-
day activities and processes to
deliver and manage services at
agreed levels
• Ongoing management of the
technology that is used to deliver
and support services
• Where the plans, designs and
optimizations are executed and
measured

21. 21
Service Operation
Key Concepts
• Event
• Service Request
• Self Help
Functions
• Service Desk
• Technical Management
• IT Operations Management
• Applications Management
Processes
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Operation Management

22. 22
Service Operation – Key Concepts
Event
An alert or notification created by any IT Service,
Configuration Item or monitoring tool. e.g. a batch job has
completed. Events typically require IT Operations personnel
to take actions, and often lead to incidents being logged
Service
Request
A request from a user for information or advice, or for a
standard change. For example to reset a password, or to
provide standard IT Services for a new user
Self-Help
Technology, such as a web interface, that allows users to
find information for themselves and allow Service Requests
and Incidents to be submitted on-line

23. 23
Continual Service Improvement (CSI)
• Aims to continually align IT
services to changing business
needs by identifying and
implementing improvements
• Continually looking for ways to
improve process efficiency and
effectiveness as well as cost
effectiveness
• Works to improve each stage in
the lifecycle
− not just the current services,
people and processes

24. 24
Scope of CSI
• Service Measure

25. 25
Value to business of CSI
• Improved service quality, higher availability
• Gradual cost reductions and better cost-justification
• Better information about existing services and areas for
improvement
• Better business/IT alignment
• Increased flexibility and adoptability
• Improved communication

26. 26
Continual Service Improvement
Key Concepts
• Plan-Do-Check-Act
• CSI model
• Business value of service
measurement
• Types of metric
Processes
• Service Measurement
• Service Reporting
• Service Improvement

27. 27
Continual Service Improvement
Plan-Do-Check-Act – Implementing CSI
Inputs
(Business
requirements,
Requests for
services…)
Outputs
(Business
results,
customer
satisfaction…)
ACT
Modify CSI
CHECK
Monitor,
measure, review
CSI
DO
Implement CSI
PLAN
CSI
Management
Responsibility

28. 28
The CSI Model

29. 29
Business Value of Service Measurement
• Why Measure?
− To Validate
• Strategy and vision can define measurable goals
− To Direct
• Targets and metrics to drive behaviour
− To Justify
• Factual evidence to support a business case
− To Intervene
• Measuring the effect of changes and improvements

30. 30
Types of Metric
Service
Metrics
The results of the end-to-end service
Process
Metrics
CSFs, KPIs and activity metrics for the service
management processes
Technology
Metrics
Component and application based metrics such as
utilisation, performance, availability

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Identify
• Vision, & Strategy
• Tactical Goals
• Operational Goals
1. Define what you
should measure
2. Define what you
can measure
3. Gather the data
Who? How? When?
Integrity of data?
4. Process the data
Frequency? Format?
System? Accuracy?
5. Analyze the data
Relations? Trends?
According to plan?
Targets met?
Corrective action?
6. Present and use
the information
assessment summary
action plans, etc.
7. Implement
corrective action
Goals
The 7-Step Improvement Process
Data
Information
Knowledge
Wisdom

32. 32
Service Life Cycle Processes