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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit

Gulec

Service Lifecycle

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without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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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without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

Service Lifecycle
Service Strategy

Service Design

Service Transition

Definition of Markets

Service Catalogue Management

Transition Planning & Support

Development of strategic assets

Service Level Management

Change Management

Preparation of deployment

Capacity Management

Service Asset & Configuration


Management

Definition of offers

Availability Management

Release & Deployment


Management

Financial Management

Service Continuity Management

Service Validation & Testing

Return on Investment

Information Security Management

Evaluation

Service Portfolio Management

Supplier Management

Knowledge Management

Demand Management

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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ITIL Foundation: Complete ITIL Foundation Exam Course-Resit


Gulec

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

Not for distribution, sale or reproduction. Cannot be used


without permission of the Author.

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