The Service Lifecycle

In This Lesson

 Defining the Service Lifecycle

 The Service Lifecycle and ITIL® Concepts
 How It All Works

Defining the Service Lifecycle

• What is the service lifecycle?

– An approach to IT Service Management that emphasizes the
importance of coordination and control across the various functions,
processes, and systems necessary to manage the full lifecycle of IT
Services
– The Service Management Lifecycle approach considers the strategy,
design, transition, operation, and continuous improvement of IT
Services
Defining the Service Lifecycle

• Service lifecycle scope

– Processes and activities
– Roles and responsibilities
– Value and principles
– Relationships and interfaces
– Technology considerations
– Implementation guidance
– Challenges, risks, and critical success factors (CSFs)

Defining the Service Lifecycle

© Crown copyright 2013 Reproduced under license from the Cabinet Office

ITIL® Overview
How It All Works

• Service Strategy
– Objectives, budgets, etc.

• Service Design
– Service agreements, new home plans, timetables

• Service Transition
– Walkthrough problems identified, results of testing plumbing, utilities,
etc.

• Service Operation
– Problems (broken tiles, door hinge), change requests

• Continual Service Improvement

– Ongoing monitoring and service improvements

How It All Works

• Service Strategy
– Why do we need this new or changed service or process?

• Service Design
– What will the process look like?

• Service Transition
– Validation

• Service Operation
– Monitoring, management, resolution

• Continual Service Improvement

– Management, measurements, reporting, and improvement plans

How It All Works

• ITIL® v2 was focused on how to implement a

process
– How to handle design?
– How to manage incidents?

• ITIL® v3 shifted the focus to include why

– Why does a customer need the new or changed service?
– Why should the customer use IT as the provider?
– Why are the indicated specs required?
What We Covered

 Defining the Service Lifecycle

 The Service Lifecycle and ITIL® Concepts
 How It All Works