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| Service management as a practice

Requirements The business/customers

Service Change proposals

strategy and service
management system

Resources and
Service knowledge

constraints charters
Policies
Strategies

Service Service design

design packages
Standards
Solution Architectures
designs

Service Implementation
transition of transition plans
Tested SKMS updates
New/changed/ solutions
retired services

Business
Service Operational/live value
portfolio Service Achievements services
operation against targets

Service
catalogue
Continual
service
improvement CSI register, improvement
actions and plans

Figure 2.9 Integration across the service lifecycle

As discussed in section 2.2.2, each process has a
clear scope with a structured set of activities that
transform inputs to deliver the outputs reliably. A
process interface is the boundary of the process.
Process integration is the linking of processes by
ensuring that information flows from one process
to another effectively and efficiently. If there is
management commitment to process integration,
processes are generally easier to implement and
there will be fewer conflicts between processes.
Stages of the lifecycle work together as an
integrated system to support the ultimate
objective of service management for business
value realization. Every stage is interdependent as
shown in Figure 2.9. See Appendix O for examples
of inputs and outputs across the service lifecycle.
The SKMS, described in section 2.2.5, enables
integration across the service lifecycle stages.
It provides secure and controlled access to the
knowledge, information and data that are
needed to manage and deliver services. The
service portfolio represents all the assets presently
engaged or being released in various stages of the
lifecycle.
Chapter 1 provides a summary of each stage
in the service lifecycle but it is also important
to understand how the lifecycle stages work
together.
Service strategy establishes policies and principles
that provide guidance for the whole service
lifecycle. The service portfolio is defined in this
lifecycle stage, and new or changed services are
chartered.
During the service design stage of the lifecycle,
everything needed to transition and operate
the new or changed service is documented in a
service design package. This lifecycle stage also
designs everything needed to create, transition
and operate the services, including management
information systems and tools, architectures,
processes, measurement methods and metrics.
The activities of the service transition and service
operation stages of the lifecycle are defined during
service design. Service transition ensures that the

Service Design BOOK TEL v0_7.indb 20 08/07/2011 17:23