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© 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