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Lifecycle Service Service Service Service Continual

Phase Strategy Design Transition Operation Service
Improvement

● Plan and manage change

Objectives ● Identify strategy, services, ● Design effective services ● Manage service risk ● Improve services
● Maintain business satisfaction
customers ● Design for current and future ● Deploy services ● Improve cost effectiveness
● Manage outages
● Exploit opportunities needs ● Set expectations ● Meet changing business needs
● Manage access to services
● Understand assets ● Minimise rework ● Ensure value ● Quality management
● Provide knowledge

● Service optimisation ● Measurement

Key Concepts ● Customers
● 5 Major Aspects
● Service Transition Policies ● Balance in operations ● Baselines
● Holistic design
● Service economics ● Emotional impact ● Operational health ● Service Assessment
● Balanced design
● Sourcing ● Organisational change ● Provide good service ● Governance
● Constraints
● Common activities ● Return on Investment

● Design Coordination ● Incident Management

● Transition Planning and Support
● Service Catalogue Management ● Problem Management
● Service Portfolio Management ● Change Management ● Access Management
● Service Level Management
Processes ● Financial Management ● Availability Management
● Service Asset and Configuration ● Request Fulfilment
● Strategy Management for IT Management ● Event Management
● Capacity Management
Services ● Release and Deployment ● 7 Step Improvement Process
● IT Service Continuity Functions:
● Demand Management Management ● Service Desk
Management
● Business Relationship ● Service Validation and Testing ● Application Management
● Information Security
Management ● Change Evaluation ● Technical Management
Management
● Knowledge Management ● IT Operations Management
● Supplier Management

Models ● Incident models

● Kano Model ● Change models ● Plan Do Check Act
● Request models
● 4 Ps ● Test models ● CSI Approach
● Problem models

● Service models ● Service Design Package

Outputs and ● Business Impact Analysis ● Service Acceptance Criteria ● CMS
Documents ● User Profile ● Architectures ● SKMS
● Standard Operating Procedures
● Technical documents ● CSI Register
● Patterns of business activity ● SLAs and OLAs ● DML and definitive spares ● Training material
● Service Packages ● Supplier Management ● Change schedule
● Service Level Packages Information System

Generic Roles: Service Owner Process Owner Process Manager Process Practitioner

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