Join Mark Thomas for an in-depth discussion in this video Summary: Life-cycle phases, part of Cert Prep: ITIL Foundations.
- Okay, so we covered a lot in the last few sections around the service life cycle at a very high level. What we're going to do in the future is talk about some specific processes that we have. So, let's review some of the key pieces here. So we've got five phases of the live cycle which we've identified on the side board. We have service strategy, service strategy proving the value for the business services, there we go, got it, providing the value for the business services that we have looking at what the cost we are expecting.
This is really the core to the first step to improvement or deployment. The processes we have in service strategy, we have a couple of them over here, we have strategy management, IT financial management, we have portfolio management, demand management, business relationship management. Value creation through services, perception, we have to understand what the preferences are, the business outcomes of those things. In the business case, a significant expenditure we have to have some type of business case to help us out with that.
We go to service design, if we have the strategy we know what we wanna do and who we wanna do it here for and design how we wanna do it. Service design, a lot of processes. Design coordination, the service catalog, service level management, capacity management, availability, continuity, security and supplier. We have the five aspects of service design, you may recall me using STAMP service solutions, tools, architectures, processes, metrics and measurements. We had the RACI chart, responsible, accountable, consulted and informed.
SDP, the service design package, that puts a nice package together from what we've accomplished in service design so that we can hand that to service transition. The four Ps, people, process, products and partners. Service transition, this is now where we take those new or changed services and we're transitioning them from design phase into what's called service operation. We had some processes very key here, transition planning and support, change management, SACM which is what I call service asset and configuration management, release and deployment management, service validation and testing, change evaluation, knowledge management, what else we had here, we had SKMS, so the service knowledge management system, we're talking about transition, we need to have a service knowledge management system, it's the go-to place it's a collection of tools and databases where we store our knowledge so we don't have to relearn things over and over.
And part of that SKMS, we have something called the CMS or configuration management system, which includes one or more CMDBs. Managing risk and complexity, this is key in service transition because now we're taking the design, we're putting in operation, so we wanna minimize the risk, we wanna minimize the complexity, because there are a lot of moving processes that we have here. Service operation. This is where the rubber meets the road, remember? Becomes visible to the customer at this point.
The processes we have in service operation. Event management, incident management, request fulfillment, access management, problem management. We also had some functions, remember a function is not a process, it's a unit of organization, it's designed to do certain type of work. We had four of those, the service desk, technical management, IT operations management and applications management. Remember in the communication, very key, particularly in service operation, things like shift change, projects, those things. Next we had the last phase we talked about.
Not because it's last in the live cycle, but it's the last one we talked about. Continual service improvement or CSI. One process in there, we call it the seven step improvement process. We have what's called a CSI register, I like to call that the backlog of our improvement initiatives, whether they're in process or whether they are planned. We have the PDCA model, thats the Deming, plan, do, check, act, remember we can also align that well with what we call the CSI model and we can also align that pretty well with the seven step improvement process.
We had baselines, when we started to look at metrics and measurements and monitoring, we take baselines to give us a mile marker to know how far we've come in process improvements and other improvements in general. Types of metrics, remember, we have technology metrics, we have process metrics, we have service metrics. The measurement system, if you think about the flow we talked about, we have a critical success factor supported by one or more KPIs, that can be qualitative or quantitative and then we have the metrics that help us look at those things.
A lot of stuff we just talked about on the phases, stay tuned, we'll start breaking down the processes one by one.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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