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ITIL - The Service Lifecycle (Service Strategy (Objectives (Run the…
ITIL - The Service Lifecycle
Lifecycles
Most management books have some sort of “lifecycle”
Many aren’t actually very relevant but, the Service Lifecycle is
Service Lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Typical ITILv3 Lifecycle Diagram
ITILv3 Lifecycle with feedback
Overview of
Processes & Phases
ITILv3: Overview of
Processes & Phases
Service Strategy
Broad concept of our service solution
What business are you in?
Will we outsource services?
Is our service complex or simple?
Who are our customers?
Clarity is Key
Clear business strategy leads to a
good IT service strategy
What IT services can you provide to
support the business strategy?
Service Definition
Means of providing value to customers by facilitating the outcomes they want to achieve without the ownership of specific costs and risks
Key Activities
Define your services
Link them to business processes
Assign resources
Consider costs and risks
Outline service specification based on
a valid business case
Objectives
Run the strategy processes
Define the strategy
Define services and their customers
Define value creation and delivery
Define required capabilities/resources
Identify possible service opportunities
Types of Service Providers
Type I
Internal service provider embedded inside of another unit of the organization
Type II
Internal service provider shared
amongst multiple units
Type III
Provides service to external customers
Types of Service Categories
Core Services
Deliver the basic outcomes required by
one or many customers
Enabling Services
Necessary services to deliver core
services
Enhancing Services
Supplements to core services to make them more attractive or useful to customers
