2 the service lifecycle
- 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
- 31. 31 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
Editor's Notes
- #3: Purpose: Key Message: Creation – the first part of our journey. As an embryo develops, its life blueprint is being established through the architecture of its DNA. The embryo’s genetic structure will dictate its capability, propensity for immunity or vulnerability to disease, and certain personality characteristics it will carry throughout life. Childhood – the formative stage. We are influenced by our exposure to the world around us and can influence our life blueprint in how we manifest and integrate ourselves with the world around us. Our understanding of our needs, both for growth and creativity, are our ’requirements’ that allow us to create value for ourselves and those who come into contact with us. Adulthood – where we hone our skills and perform within expected societal parameters. We strive to improve our capabilities continually and define our value. By this time, we have built a complex network of relationships and dependencies to others. The world we live in has become far more complex than in childhood and managing our lives more challenging. Additional Information: N/A Transition to Next Slide:
- #4: Diagram: Shows the Core ITIL V3 publications/books. Setting the scene (middle) is Service Strategies, laying out guidelines for the IT organization, how to deliver value, which service portfolios to offer, etc. Service Design – translates strategic plans and objectives into designs and specifications ready to be built. Service Transition – takes the IT service design and implements it into the production environment. Service Operation – management of the IT services on a day-to-day basis Continual Service Improvement – ensuring that the IT service meets it’s service level objectives over-time; ensuring that the overall IT Service Management implementation is able to support the needs of the IT services and their customers – and that improvement/corrections are made as required. Each of the life-cycle stages is subject to Continual Service Improvement. Up to this point, we have defined the Core ITIL V3 publications.
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- #19: Protect your services Cost to fix a defect at each level goes up by about 10x - so need to detect them as early as possible in the lifecycle
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- #32: Operational Goals