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5phasesofaServiceLifeCycleITILstandardofbestpractise|Orthoheen

10thJanuary2011 5phasesofaServiceLifeCycleITILstandardof
bestpractise
ServiceStrategy
1. Service Strategy Define the market, Document Requirements, Define what the customer needs,
defineyourcapabilitiesandresources,DocumenttheOfferingsintheContract,Documentthecharge
backs/expectedrevenueaspertheContract,CreateServicePortfolio(Pipeline/Catalog).
2. Thisisthephasewherewewedefinehowtocreatevaluethroughservice.
3. Create formal Service Level Package (key output) to deliver to Service Design team. To provide
detailedspecificationsforthedesignofITservices.
4. Service Strategy contains Service Utility fit for purpose and Service Warranty fit for use (i.e.
collectingrequirementsforAvailability,Capacity,Continuity,Securitymanagement).
5. Here you find detailed descriptions of Service Level Management,Availability Management,
SupplierManagementandITServiceContinuityManagement.
6. DefinetheStrategicManagementmodulesfortheprojectisabsolutelynecessary.Thiswouldhelpto
identifyhowtherequirementsforcustomerwouldbeplannedforcommitment.
7. ServiceStrategycallsforDemandSupplyanalysisoftheserviceofferedtoidentifyriskandpricing
8. ThisprocessincludesFinancial,Demand,andServicePortfolioManagement.
9. ServiceStrategyhelpanswerwithitsguidancethefollowingquestions:
1.Howdoweprioritizeinvestmentsacrossaportfolio?
2.Whatservicestoofferandtowhom?
3.WhatarethePatternsofBusinessActivity(PBA)?
ServiceDesign
1. DesigningServiceSolutionmodelsconformingtheSLPServiceLevelPackage.
2. DesigningServiceincludesMetrics,ServiceManagementProcess,TechnologyandArchitecture.
3. Designingmeasurementsystems,qualitystandardsanddeploymentmethods.
4. SupplierProcurementcontractsandDisasterrecoverysystemsshouldalsobeplannedanddiscussed
inthisprocess.
5. Designing alternatives. Remember service design emphasizes on 4 P(s) People, Process, Product
andPartner.
6. Defining, Assigning and documenting durations for the deliverable expected from Availability,
Continuity,SecurityandCapacitydepartments.
7. SettingKPI(s)fortheaboveServiceDepartments,i.e.Availability,Capacity,ITServiceContinuityand
Security.
8. KeydeliverableforthiswouldbetheSDPServiceDesignPackagethatwouldbetransferred
overtoServiceTransitionprocess.
9. Service Design includes requirements, capabilities and resources within service level
managementinrequiredandagreedlevel.
10. We have to ensure that entire Service Strategy is reflected in the design sheet inorder to
measurethe"efficiency"and"effectiveness"oftheServiceDesignprocess.
ServiceTransition
1. KeydeliverableofthisprocesswouldbetheSKMP(ServiceKnowledgeManagementPack)
2. InthisprocesstheroleofRelease,Change,andConfigurationcomesin.FollowingtheVmodelalso
comesinplace.
3. TheresultofeachtestisdocumentedandmatchedagainsttheSDPtocheckwhere,how,whenand
whatneedstobechangedformeetingclientrequirementmentionedinSLP.
4. Setthecustomerexpectationsonhowtheservicecanbeusedtoeachbusinessarea.
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5phasesofaServiceLifeCycleITILstandardofbestpractise|Orthoheen

5. EnableaReleaseintegratedtoBusinessArea.
6. ReduceknownerrorsandMitigaterisksfromtransitioningneworchangedtransitionstoproduction.
7. ThisisapracticalconceptofpredefinedandestimatedServiceManagementprogramme.
8. Thisiswherewetestthefilters,governanceandrestrictionsasplannedinSDPtodeliverthemtothe
Operationsteam.
9. KeyObjectivesofServiceTransition?
A.Toensurethataservicecanbemanaged,operatedandsupported
B.ToprovidequalityknowledgeofChange,ReleaseandDeploymentManagement
C.Toplanandmanagethecapacityandresourcerequirementstomanagearelease.
ServiceOperations.
1. ThekeydeliverableinthisprocessismeetingtheobjectivesastestedandplannedfortheAvailability,
Configuration,SecurityandContinuitydepartmentsinLIVEenvironment.
2. Based on this data, optimization of resources and improvement of capabilities can be planned and
implemented.
3. VerificationofServiceCatalogcanbereviewed.
4. KeydeliverableofthisprocessismonthlyMI.
5. KeyobjectivesoftheOperationsManagementfunction?
A.SwiftapplicationofskillstodiagnoseanyITOperationsfailuresthatoccur
B.Regularscrutinyandimprovementstoachieveimprovedserviceatreducedcosts
C.Maintenanceofstatusquotoachievestabilityofdaytodayprocessesandactivities.
6. Event Management, Problem Management, Access Management and Request Fulfillment are
partofthisstageoftheServiceLifecycle.
ContinualServiceImprovement.
1. Plan,Design,CheckofCQIandTQMmethodsinOperations.Demingcycleisfollowed.
2. Update Service Design Package accordingly to reflect further changes automatically in future
transitions.
3. ReportingandpresentationofOperationalLevelperformance.
4. Lookingforwaystoimproveprocessefficiencyandcosteffectivenessisapurposeofwhich
partofthisservicelifecycle.
5. Technology, process and service are the three types of metrics that an organization should
collecttosupportContinualServiceImprovement(CSI).
6. Understandingwhattomeasureandwhyitisbeingmeasuredarekeycontributorstothispart
oftheServiceLifecycle.
Posted10thJanuary2011bytangibleoxygen
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