ITIL : Service Lifecycle - Poster ( More ITIL Posters on: https://flevy.com/author/ivananissen/itil-posters-80 )

1. ITIL ITIL® V V3 3 - - 2011 Service Lifecycle Model Service Lifecycle Model 2011 SERVICE STRATEGY SERVICE STRATEGY CONTINUAL SERVICE CONTINUAL SERVICE IMPROVEMENT IMPROVEMENT Service Portfolio Service Portfolio Service Catalogue Service Portfolio Management Demand Management Strategy Management for IT Services Retired Services Pipeline - Define ... - Analyze... - Approve... - Charter... Service portfolio - Identify sources of demand forecasting - Activity based demand management - Develop differentiated offering - Management of operational demand - Patterns of Business Activity(PBA) - User Profiles (UP) - Service Packages - Service Level Packages Business SC Strategy generation Strategy execution (through the lifecycle) Event Strategic assessment Technical SC 4 4 P P: : Perspective Perspective, , Position - Determine perspective (Vision) - Form a position (Policies) - Craft a plan (Plans) - Adopt patterns of action (Actions / CSFs) Position , , Plan Plan, , Pattern Pattern: : - Analyse internal factors - Analyse external factors - Service management - Align assets with customer outcomes - Optimize critical success factors - Prioritize investments Financial Management for IT Services Continual Continual service service improvement improvement approach approach Business vision, mission, goals and objectives Service Catalogue Management - Define market space - Identify strategic industry factors What is the vision? Event Management Charging Budgeting Accounting Documented Service Strategy Documented Service Strategy: : - Service portfolio - Financial management - Service design requirements - Service transition requirements - Service operation requirements - Establish objectices - Service valuation - Analyze investments - Compliance - Budgets - Financial plans - Cost models - Chart of accounts - Charging policies - Produce - Maintain - Ensure availability ...Service catalogue Where are we now? Baseline assessments - Design & Event Modelling - System Configuration - Service Monitoring - Response & selection - Review & Close Governance How do we keep the momentum going? Where do we want to be? Measurable targets Continual Service Improvement Expansion and growth User Supplier Customer Events Strategy measurement and evaluation Service and process improvements How do we get there? F F IT Operation Management Supplier Management Service Level Management Self Service Risk Measurements and metrics Business Relationship Management Strategies, Policies, Objectives, Requirements Did we get there? Management - Stakeholder definitions - Business outcomes - Customer portfolio - Customer satisfaction - Customer perception - Schedule of customer activities - Draft/Negotiate/Agree - Implement - Manage ongoing service - Report, Reviews & Improve ... Service Levels - Evaluate/ Establish/ Manage Suppliers & Contracts - Renew or Terminate Contracts - Maintain SCD F F - Coordinate appropriate response to customer requirements - Coordinate marketing, selling and delivery activities - Business relationship activities through the lifecycle Service Desk SERVICE OPERATION SERVICE OPERATION 7 7- -step Improvement Process step Improvement Process SCD SCD - Service Level Agreements (SLA) - Operational Level Agreement (OLA) - Service level reports & reviews - Customer satisfaction - Service improvement plan (SIP) SERVICE DESIGN SERVICE DESIGN - Underpinning Contracts (UC) - Supplier reports - Supplier information Incident Management Data Data Wisdom Wisdom 1 1. . Identify the strategy for Identify the strategy for improvement improvement: : - Vision - Strategy - Tactical goals - Operational goal SKMS SKMS 2 2. . Define what you will measure Define what you will measure - Identification & Logging - Categorise - Prioritise - Initial diagnosis - (Incident escalation) - Investigation & Diagnosis - Resolution & Recovery - Closure ... of Incidents Presentation Layer 3 3. . Gather the data Gather the data - Who? How? When? - Criteria to evaluate integritiy of data - Operational goals - Service measurement Request Fulfilment Knowledge Processing Layer Information Security Management IT Service Continuity Management Availability Management Capacity Management SKMS SKMS SKMS SKMS 7 7. . Implement improvement Implement improvement Incident records - Risk assessment and management - Plan & design - Implement - Manage performance - Monitor, measure, analyse, report & review ... Avalability Information Integration Layer - Inform users about: - Availability of service - Procedures to obtain service - Channel user request - Assist with information, complaints, requests Service CaM Component CaM Business CaM - Analiysis of Requirements - Strategy - Plan - Implement (incl.testing) - Awareness - Maintain - Invocation SCMIS SCMIS - Plan - Implement - Evaluate - Maintain - Control ... Information Security Data and Information Sources And Tools - Plan & Design - Implement - Manage Performance - Report & Review ... Capacity 6 6. . Present and use the Present and use the information information - Assessment summary - Action plans - Etc. Service request records Problem Management SKMS SKMS SMIS SMIS AMIS AMIS CMIS Problem records 4 4. . Process the data Process the data - Frequency? - Format? - Tools and systems? - Accuracy? 5 5. . Analyse the information Analyse the information and data and data - Trends? - Targets? - Improvements required? - Detect & Logging - Categorise - Prioritise - Investigation & Diagnosis - Resolution - Closure - Review ...of Problems - Business impact analysis - Risk analysis - Risk reduction measures - Service continuity plans - Information Security Policy - Security reports & information - Security controls - Security risks & responces - Availability Plan - Design criteria - Reports - Projected service outage - Testing schedule - Capacity Plan - Forecasts - Capacity & Performance Reports - Capacity Data Transition Planning and Support Access Management Knowm error records Knowm error records Knowledge Knowledge Information Information - Determining transition strategy - Defining service transition lifecycle stages - Preparing service transition - Planning and coordinating service transition - Provide transition process support - Verify Request for Access - Restrict/Provide Access - Monitor/Identify status - Access Monitoring & Control - Remove/Restrict Access Rights - Maintain Roles & Groups Solutions & Workarounds CSI Register Service Design Coordination - Transition strategy and budget - Integrated set of service transition plans Change Management - Access policies - Roles and groups For the overall service For the overall service design lifecycle stage design lifecycle stage design lifecycle stage For each design For each design Plan individual design Plan individual design Plan individual design For the overall service For each design Service Design Package (SDP) Change records AMIS BIA CaM CMDB – CMIS – Capacity Management Information System CMS – Configuration Management System CS – Change Schedule CSF – Critical Success Factor DML – Definitive Media Library DIKW – Data,Information,Knowledge,Wisdom F – Function OLA – Operational Level Agreement PBA – Patterns of Business Activity RACI – Responsible, Accountable, Consulted, Informed RFC – Request For Change SC – Service Catalogue SCD – Supplier and Contract Database SCMIS – Service Continuity Management Information System SDP – Service Design Package SIP – Service Improvement Plan SKMS – Service Knowledge Management System SLA – Service Level Agreement SLR – Service Level Requirements SMIS – Security Management Information System UC – Underpinning Contract UP – User Profile – Availability Management Information System – Business Impact Analysis - Capacity Management Configuration Management Database - Record RFC - Review RFC - Assess & Evaluate Change - Authorize change build and test - Coordinate change build and test - Authorize change deployment - Coordinate change deployment - Review & close change record - Define and maintain policies and methods - Plan design resources and capabilities - Coordinate design activities - Manage design risks and issues - Improve service design - Coordinate individual design - Monitor individual design - Review designs and ensure handover of service design package F F F F Technical Management Application Management - Request for Change (RFC) - Change proposal - Change Schedule (CS) Service Validation and Testing IT Operation Management F F - - Validation and test management Validation and test management Standard Normal Emergency Change Change Change Release and Deployment Management Operations Control Facilities Management - Plan and design tests - Verify test plans and test design - Prepare test environment - Perform tests - Evaluate exit criteria and report -Test clean up and closure - Service Design Package - Test strategy - Test standards - Test models Development Environment Development Environment - Planning - Preparation Service Asset and Configuration Management Controlled Test Environment Controlled Test Environment - Build and Test - Service Testing and Pilots - Plan and prepare for deployment - Transfer, Deployment and Retirement - Verify - Management & Planning - Configuration identification - Configuration control - Status accounting & Reporting - Verification & Audit ------------------------------------------ -Maintainance of Asset inventory Knowledge Management V V model - Release plans - Release policy - Release package - Remmediation plan - Release and deployment models - Acceptance criteria - Determining knowledge management strategy - Knowledge transfer - Managing data, information and knowledge - Using the SKMS Change Evaluation - Plan the evaluation - Evaluate predicted performance - Evaluate actual performance CMS - Interim evaluation reports - Evaluation report Live Environment Live Environment - Early Life Support - Release Review DIKW Data -Information -Knowledge - Wisdom DML CMDB CMDB SERVICE TRANSITION SERVICE TRANSITION Copyright: ITS Partner, Croatia Poster authors: Ivana Nissen & Maja Jagušt Poster version 3.0, May 2012 www.itsm.hr ITIL ® is a Registered Trade Mark, and Registered Community Trade Mark of The Office of Government Commerce