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

The Service Lifecycle

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Life CycleThe 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

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Continual ServiceImprovement

ITIL v3 – Core Publications• ITIL Service Management

Practices – Core Guidance

−Service Strategy

−Service Design

−Service Transition

−Service Operation

−Continual Service Improvement

ServiceServiceStrategy

ServiceOperation

ServiceDesign

ServiceDesign

ServiceTransition

ITIL

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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

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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

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Assets, Resources and Capabilities

AssetAny resource or capability. Assets of a Service Provider include anything that could contribute to the delivery of a Service

ResourceA generic term that includes infrastructure, people, money or anything else that might help to deliver a Service

CapabilityThe ability of an organization, person, process, application, configuration item or IT Service to carry out an activity

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

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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

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Service Portfolio

Service Pipeline

Customer

Viewable

Retired Services

Service Catalogue

Service Portfolio

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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

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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

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Service DesignKey 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

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Scope of Service Design – “The Four Ps”

Products

Partners

People

Processes

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Service Design Package• Service Design Package

−Defines the service through all stages of its lifecycle

−Passed to Service Transition for implementation

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

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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

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Service TransitionKey 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

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Service V Model

Level 1 Business Needs

Level 2 ServiceRequirements

Level 5 DevelopService

Level 3 DesignService

Level 4 DesignRelease

BusinessAcceptance

ServiceAcceptance

ComponentTest

OperationalTesting

ReleaseTest

Build& Test

Test Criteria Design

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Data Information Knowledge Wisdom

Context

Understanding

Wisdom

Knowledge

Information

Data

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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

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Service OperationKey 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

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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

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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

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Scope of CSI• Service Measure

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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

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Continual Service ImprovementKey Concepts• Plan-Do-Check-Act• CSI model• Business value of service

measurement• Types of metric

Processes• Service Measurement• Service Reporting• Service Improvement

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Continual Service Improvement

Plan-Do-Check-Act – Implementing CSI

Inputs(Business

requirements, Requests

for services…)

Outputs(Business results, customer satisfaction…)

ACTModify CSI

CHECKMonitor,

measure, review CSI

DOImplement

CSI

PLANCSI

Management Responsibility

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The CSI Model

What is the vision?Business Vision,

mission, goals and objectives

Where are we now? Baseline Assessments

How do we get there?Service and Process

Improvement

Did we get there?Measurements and

Metrics

How do we keep the momentum going?

Where do we want to be?

Measurable Targets

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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

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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 dataFrequency? Format?System? Accuracy?

5. Analyze the dataRelations? Trends?

According to plan? Targets met?Corrective action?

6. Present and use the information

assessment summaryaction plans, etc.

7. Implement corrective action

Goals

The 7-Step Improvement Process

Data

Information

Knowledge

Wisdom

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Service Life Cycle Processes