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Service Lifecycle
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Service Lifecycle

• Service Strategy
o The core of the lifecycle
o Describes objectives & guidelines
• Service Design
o Strategies are turned into action
• Service Transition
o Services & processes go live!
• Service Operation
o Management of ongoing live services & processes
• Continual Service Improvement
o Improving services & processes
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Service Lifecycle

Service Strategy
• Scope
o Design, development and implementation of service management
o Supporting other lifecycle stages
o Development of markets
o Service assets
o Service Catalogue
o Implementation of a comprehensive strategy
o Controlling costs and risks
o Differentiation from competition
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Service Lifecycle

Service Strategy
• Objectives
o Services that should be offered
o Differing from the competition
o Ensuring a value for the customer
o Establishing a business case
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Service Lifecycle

Service Design
• Scope
o Design, development and implementation of service management
o New services (e.g. providing mobile banking services)
o Change and improvement of existing services (e.g. providing faster service)
o 5 Parts of Service Design
New or changed services
Service Management systems and tools
Architectures
Required Processes
Methods & metrics for measurement
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Service Lifecycle

Service Design
• Goals
o Designing appropriate & winning IT services
o Architectures, processes, guidelines and documents
o Meeting actual and future business requirements
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Service Lifecycle

Service Design
• Objectives
o Concept design of required services
o Concept design of processes for IT Service Lifecycle stages
o Identification & management of risks
o Concept design of IT infrastructures
o Concept design of methods and metrics for measurement
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Service Lifecycle

Service Design
• Value for the business
o Reduced total cost of ownership
o Improved service quality
o Improved service consistency
o Simple implementation
o Effective service performance
o Effective Service Management and IT processes
o Improved decision making
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Service Lifecycle

Service Transition
• Scope
o Transference of a new service or changed service into operations
o Includes:
Release Management
Program Management
Risk Management
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Service Lifecycle

Service Transition
• Purpose
o Resource and capacity planning and management
o Creating a framework for service capability and risk profile evaluation
o Comprehensiveness of all identified service assets and configurations
o Ensuring efficient, repeatable and effective build & installation mechanism
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Service Lifecycle

Service Transition
• Goals
o Management of customer expectations when enabling business changes
o Reducing the difference that might happen between predicted and actual
performance of transitioned services
o Securing that a service can be used
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Service Lifecycle

Service Transition
• Objectives
o Management and planning of resources for implementation of new or
changed services
o Reducing outages or unexpected impacts of services in operations
o Increasing customer, user and staff satisfaction in Service Management
o Improvement in use of services
o Adjusting IT plans with business plans
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Service Lifecycle

Service Transition
• Value for the business
o Adjustment of business requirements with business operations
o Securing a maximized value for the customer and user
o Adopting new requirements and market tendencies as fast as possible
o Management of mergers, acquisitions or transfer of services in terms of
transition
o Increasing successful rate for changes and releases
o Forecasting service level and warranties
o Reducing variations between planned and actual resource and budget plans
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Service Lifecycle

Service Operation
• Scope
o Ensuring effectiveness and efficiency of services
o Securing the value of a service
o Achievement of objectives goes “live”
o Securing stability of operations
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Service Lifecycle

Service Operation
• Objectives
o Coordination and performance of processes and service based on SLAs
o Management of technology
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Service Lifecycle

Service Operation
• Factory of IT
• The daily business
• IT services are provided to ensure business requirements of the customer
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Service Lifecycle

Service Operation
• Value for the business
o A service interacts with its customer in Service Operation
o Overall IT infrastructure and tools effectiveness and efficiency is seen with a
direct impact on service quality
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Service Lifecycle

Continual Service Improvement (CSI)

• Scope
o Enabling and conservation of added value
o Implementing methods of Quality Management
o Linking and Improving service lifecycle stages:
Service Strategy
Service Design
Service Transition
Service Operation
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Service Lifecycle

Continual Service Improvement (CSI)

• Goals
o Continual improvement of IT services in accordance with changing business
requirements
o Monitoring, controlling and identifying improvement points in each stage of
the service lifecycle
o Verifying and analyzing the achieved service quality
o Increasing profitability
o Applying the proper Quality Management methods
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Service Lifecycle
Service Strategy
Definition of Markets
Development of strategic assets
Preparation of deployment
Definition of offers
Financial Management
Return on Investment
Service Portfolio Management
Demand Management
Service Design
Service Catalogue Management
Service Level Management
Capacity Management
Availability Management
Service Continuity Management
Information Security Management
Supplier Management
Service Transition
Transition Planning &
Support
Change Management
Service Asset & Configuration
Management
Release & Deployment
Management
Service Validation & Testing
Evaluation
Knowledge Management
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Service Lifecycle

Service Operation Continual Service Improvement

Event Management The 7 Step Improvement Process

Incident Management Service Reporting

Request Fulfilment Service Measurement

Problem Management Return on Investment for CSI

Access Management The Business Questions for CSI

Service Level Management