ITIL - Service management lifecycle Tutorial

1 The Service Lifecycle

This lesson gives an overview of how the different components or phases of service management lifecycle interact.

2 Objectives

After completing this lesson, you will be able to: •Identify the components or phases of service management lifecycle •Explain the relationship between governance and IT Service Management

3 Components of Service Management Lifecycle

There are five components or phases of service management lifecycle. These are service strategy, service design, service transition, service operation and continual service improvement. A service management lifecycle starts with the service strategy. This is the time when an organisation decides what services they should offer to have a competitive advantage in the market. So in this phase, questions such as what service to provide and why will someone pay for the services, are addressed. The next phase in the service lifecycle is service design, where specific design related decisions are taken. Questions, such as what is the user base, will the services be offered 24/7 or will they be provided for a certain time period, are addressed in this phase. Once all service design related decisions are taken, the focus shifts to the service transition phase. This is the stage of making the service available to its target user base. The next phase in the service lifecycle is service operation. When users encounter any problem while accessing the service, service operation takes care of resolving their problems. So the aim of service operation is to ensure that a service runs uninterrupted. Now we will focus on continual service improvement. This phase is common to all the phases discussed so far. Continual service improvement is the process of continuously monitoring a service and making sure that service quality or effectiveness has improved. This is done by collecting data on how the service has functioned over a period of time. This is a process that goes on throughout the lifecycle of a service. It is the Service Owner who is responsible for continual service improvement. The image depicts the lifecycle components in detail.

4 Interactions in the Service Lifecycle

The image illustrates how the service lifecycle is initiated from a change in the requirements of a business. These requirements are identified and agreed in the service strategy stage, within a Service Level Package or SLP and a defined set of business outcomes. This is passed to the service design stage where a service solution is produced together with a Service Design Package or SDP. The Service Design Package includes everything necessary to take this service through the remaining stages of the lifecycle. The SDP is passed to the service transition stage, where the service is evaluated, tested and validated. In this stage, the Service Knowledge Management System or SKMS is updated. The service is also transitioned into the live environment, where it enters the service operation stage. The continual service improvement identifies opportunities for the improvement of weaknesses or failures within any stage of the lifecycle.

5 Relationship between Governance and ITSM

Now we will focus on the relationship between governance and IT Service Management or ITSM. The image demonstrates how corporate governance is related to IT Service Management. Corporate governance deals with establishing corporate policies, strategic directions and objectives. It also includes the identification of critical success factors and key result areas for an organisation. Corporate governance ensures that strategies and business plans are in place. Corporate compliance assures the governance of all legal, industrial and regulatory rules being followed while executing the corporate strategy. IT governance establishes, enables and executes the IT strategy. It establishes operations to assure that high-quality, compliant IT services are provided. Such governance also ensures that the IT organisation meets key result areas. IT compliance is a part of corporate compliance. It provides assurance to IT governance that all the IT policies, directions, processes, controls and rules are being complied with. IT Service Management aids in implementing and managing quality IT services that meet the needs of the business that is under the control of governance.

6 Summary

Let us summarise what we have learnt in this lesson: •The five components of service management lifecycle are service strategy, service design, service transition, service operation and continual service improvement. •Continual service improvement identifies opportunities for improving the failures within any stage of the service lifecycle. •Corporate governance deals with setting up corporate policies, strategic directions, et cetera, and identifying critical success factors for an organisation. •IT Service Management helps to implement quality IT services that meet the needs of a business. Next, we will look at a few questions based on this unit.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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