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Module 1- Service Lifecycle
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Service Lifecycle
Service
A means of delivering value to customers by facilitating the outcomes customers want to achieve without
the ownership of specific costs and risks.
Outcome
The result of carrying out an activity, following a process, or delivering an IT service etc. The term is
used to refer to intended results, as well as to actual results.
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Service Lifecycle
IT Service
IT service: A service provided by an IT service provider. An IT service is made up of a combination of
information technology, people and processes.
A customer-facing IT service directly supports the business processes of one or more customers and
its service level targets should be defined in a service level agreement.
Supporting services: Not directly used by the business but are required by the service provider to
deliver customer-facing services.
Core services deliver the basic outcomes desired by one or more customers.
Enabling services are services that are needed in order for a core service to be delivered.
Enhancing services are services that are added to a core service to make it more exciting or enticing to
the customer.
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Service Lifecycle
Service Management
A set of specialized organizational capabilities for providing value to customers in the form of services.
Service provider: An organization supplying services to one or more internal or external customers.
IT service management (ITSM): The implementation and management of quality IT services that meet
the needs of the business. IT service management is performed by IT service providers through an
appropriate mix of people, process and information technology.
IT service provider: A service provider that provides IT services to internal or external customers.
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Service Lifecycle
Service Lifecycle
Service Strategy
Value creation begins here with understanding organizational objectives and customer needs
Every organizational asset including people, processes and products should support the strategy
Provides guidance on how to view service management not only as an organizational capability but
as a strategic asset
Service assets
The service portfolio and implementation of strategy through the service lifecycle.
Service Lifecycle
Service Strategy
Organizations should use ITIL Service Strategy
To set objectives and expectations of performance towards serving customers and market spaces
Service strategy
Is about ensuring that organizations are in a position to handle the costs and risks associated with
their service portfolios
Is set up not just for operational effectiveness but for distinctive performance
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Service Lifecycle
Service Design
Service design is the stage in the lifecycle that turns a service strategy into a plan for delivering
the business objectives.
ITIL Service Design provides guidance for the design and development of services and service
management practices
It covers design principles and methods for converting strategic objectives into portfolios of services
and service assets
Service Lifecycle
Service Transition
Service Transition provides guidance for the development and improvement of capabilities for
introducing new and changed services into supported environments.
Transition planning and support, change management, service asset and configuration
management, release and deployment management, service validation and testing, change
evaluation, and knowledge management.
Service Lifecycle
Service Operation
Describes best practice for managing services in supported environments
Provides guidance on achieving effectiveness and efficiency in the delivery and support of services
to ensure value for the customer, the users, and the service provider
Event management, incident management, request fulfillment, problem management, and access
management processes
Service Lifecycle
CSI describes best practice for achieving incremental and large scale improvements in service
quality, operational efficiency and business continuity, and for ensuring that the service portfolio
continues to be aligned to business needs
PDCA
Topics include service measurement, demonstrating value with metrics, developing baselines, and
maturity assessments
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Service Lifecycle
• Structure helps to determine the correct behaviors required for service management
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Service Lifecycle
Service Lifecycle
Service Lifecycle
Coordination across the lifecycle creates an environment focused on business and customer
outcomes instead of just IT objectives and projects
A clear understanding of how processes interact throughout the service lifecycle, within the
organization, and with other parties (users, customers, suppliers)
Process integration is the linking of processes by ensuring that information flows from one process
to another effectively and efficiently.
Stages of the lifecycle work together as an integrated system to support the ultimate objective of
service management for business value realization.
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Service Lifecycle
• It provides secure and controlled access to the knowledge, information and data that are needed to manage
and deliver services
• The service portfolio represents all the assets presently engaged or being released in various stages of the
lifecycle
Most ITIL processes and functions have activities that take place across multiple stages of the
service lifecycle
The strength of the service lifecycle rests upon continual feedback throughout each stage of the
lifecycle. This feedback ensures that service optimization is managed from a business perspective.
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Service Lifecycle
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Service Lifecycle
Service provider understands what makes its customers successful and then organizes itself
accordingly
Enables the service provider to respond quickly and effectively to changes in the business
environment, ensuring increased competitive advantage
Supports the creation and maintenance of a portfolio of quantified services that will enable the
business to achieve positive return on its investment in services
Facilitates functional and transparent communication between the customer and the service
provider, so that both have a consistent understanding of what is required and how it will be
delivered
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Service Lifecycle
It is often measured by how much the customer is willing to pay for the service, rather than the cost
of the service or any other intrinsic attribute of the service itself
The value of a service is not determined by the provider, but by the person who receives it –
because they decide what they will do with the service, and what type of return they will achieve by
using the service.
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Service Lifecycle
Value definition
Service Lifecycle
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Service Lifecycle
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Service Lifecycle
Value is measured in terms of whether a business outcome has been met. In commercial
organizations, this is usually measured as profit or margin.
In non-profit and government agencies this is more often measured in non-financial terms
Value-added services will only be identified as such if they can be linked to a service to an external
customer
Supporting services are at least one more step removed from the external services. To be
considered valuable, the service provider must be able to link them to an internal or external IT
service.
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Service Lifecycle
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Service Lifecycle
The ability of a service provider to differentiate themselves and offer more value over time depends
on whether they are able to obtain funding to develop and improve services, over and above the
cost of operating the services.
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Service Lifecycle
Executing and performing processes that optimize the cost and quality of services
It is through the service operation lifecycle stage that the business directly sees and receives
value from its IT investments.
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Service Lifecycle
• The service has to be run within the budgetary and ROI targets
• Unavailability of funding for addressing design or other issues which were not part of original value proposition
Effective change evaluation will establish the use made of resources in terms of delivered benefit,
and this information will allow a more accurate focus on value in future service development and
change management.
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Service Lifecycle
The emphasis is on identifying where improvements can be made to the existing level of service, or
IT performance
If an SLA is consistently met over time, the CSI activities may also be interested in determining
whether that level of performance can be sustained at a lower cost
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Service Lifecycle
Classification of Services
Core services: That deliver the basic outcomes desired by one or more customers
Enabling services: The services that are needed in order for a core service to be delivered
Enhancing services: The services added to a core service to make it more attractive to the
customers
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Service Lifecycle
IT service (benefits Employees of a company can A portal that provides a user- Customers can create and
tracking) monitor the status of their friendly front-end access to manage a fitness or Weight loss
benefits (such as health insurance the benefits tracking service. Program. Customers who show
and retirement accounts). progress in their program are
awarded a discount on their
premiums.
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Service Lifecycle
Functions: A function is a team or group of people and the tools or other resources they use to
carry out one or more processes or activities
An organization will need to clearly define the roles and responsibilities required to undertake the
processes and activities involved in each lifecycle stage
These roles will need to be assigned to individuals, and an appropriate organization structure of
teams, groups or functions will need to be established and managed
Service Lifecycle
Organizational culture is the set of shared values and norms that control the service provider’s
interactions with all stakeholders, including customers, users, suppliers, internal staff etc.
An organization’s values are desired modes of behavior that affect its culture
RACI
Since services, processes and their component activities run through an entire organization, the
individual activities should be clearly mapped to well-defined roles
Clear definitions of accountability and responsibility are critical success factors (CSFs) for any
improvement activity
The RACI model provides a compact, concise, easy method of tracking who does what in each process
and it enables decisions to be made with pace and confidence
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Service Lifecycle
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Service Lifecycle
A number of different methodologies, standards and frameworks have been developed for risk
management.
MoR provides a route map of risk management, bringing together principles, an approach, a process
with a set of interrelated steps and pointers to more detailed sources of advice on risk management
techniques and specialisms.
Service Lifecycle
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Service Lifecycle
Service operation risks: Potential failures, new projects, environmental risk, supplier risk, security risk,
new customers/services risk
Risk management is part of many processes such as change management, ITSCM, availability
management, information security management and strategic risk management.
Risks to all elements of warranty and utility need to be assessed and mitigated where possible.
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Service Lifecycle
Knowledge management policies are required to guide all staff in the behaviors needed to make
knowledge management effective.
D-I-K-W structure
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Service Lifecycle
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Service Lifecycle
Knowledge transfer
• Learning style
• Knowledge visualization
• Driving behavior
• Journals, newsletters
Capturing, organizing, assessing for quality and using knowledge is great input in CSI activities
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