ITIL V3

Service Lifecycle Model

SERVICE STRATEGY

- Analyze and codify

- Patterns of Business
Activity (PBA)
- Match User Profiles (UP)
- Develop Service Packages
- Define Service Level
Packages

Event

1. Define the Market

2. Develop the Offerings

4. Prepare for Execution

Services & Strategy

Understand Customer
Understand Opportunities
Classify & Visualise

Market Space
Outcome - based Definition of Services
Service Portfolio

Strategic Alignment
Setting Objectives
Aligning Service Assets with Customer Outcomes
Defining CSFs
CSFs & Competitive Analysis
Prioritise Investments
Exploring Business Potential
Alignment with Customer Needs
Expansion & Growth
Differentiation in Market Spaces

Event
Management

3. Develop Strategic Assets

Service Management as a Loop Control System
Service Management as a Strategic Asset

Alerts &
Events

Strategies,
Policies,
Objectives,
Requirements

Ser vice Desk

Financial
Plan

User

Request
Fulfilment
- Inform Users about:
- Availability of Service
- Procedures to obain Service
- Channel user Request
- Assist with Information,
Complaints, Requests

Known
Errors
Solutions &
Workarounds

Roles &
Groups

Verify Request for Access

Restrict / Provide Access
Monitor / Identify Status
Access Monitoring & Control
Remove / Restrict Access Rights
Maintain Roles & Groups

SKMS

Risk Analysis

Presentation Layer

Risk Reduction
Measures

Knowledge Processing Layer

Information Integration Layer

Service
Continuity Plan

Application
Management

SKMS

CMS
CMDB
CMDB

Review RfC
Assess & Evaluate
Authorise
Change Planning
Coordinate Implementation
Review & Close

Standard
Change

Spare
Store

Asset
Store

Service Asset and

Configuration Management
-

Change
Management

PSO

Secure Stores

Facilities
Management

Management & Planning

Configuration Identification
Configuration Control
Status Accounting & Reporting
Verification & Audit

- Maintainance of Asset Inventory

Contracts

Supplier and Contracts

Supplier Reports
Supplier Information

UC

Customer
Supplier

Transition
Planning and
Support

Secure
Libraries

Normal
Change

V model

- Evaluate / Establish / Manage

Suppliers & Contracts
- Renew or terminate Contracts
- Maintain SCD

Analysis of Requirements
Strategy
Plan
Implement (incl.Testing)
Awareness
Maintain
Invocation

Change
Schedule

Release
Policy

Release and Deployment

Management

Capacity
Management
Business
CaM
-

Service
CaM

Release
Package

Information
Security
Management
-

Plan
Implement
Evaluate
Maintain
Control
... Security

Availability
Management
-

Plan & Design

Implement
Manage Performance
Report & Review
... Availability

SMIS
Information Security Policy
Security Reports &
Information
Security Controls
Security Risks & Responses

Development Environment

RfC

- Planning
- Preparation

Release
Package

DML
Acceptance
Criteria

Service Design
Package

Remediation
Plan

Controlled Test Environment

-

Build and Test

Service Testing and Pilots
Plan and Prepare for Deployment
Transfer, Deployment and Retirement
Verify

Service
Validation
and Testing

Live Environment
- Early Life Support
- Release Review

Component
CaM

Plan & Design

Implement
Manage Performance
Report & Review
... Capacity

Availability Plan
Design Criteria
Reports
Projected Service
Outage

Risk
Management
R&D
Plans

SIP

AMIS

Governance

Emergency
Change

SQP

Capacity Plan
Forecasts
Capacity &
Performance Reports
Capacity Data

Evaluation

Knowledge
Management
-

Identify
Capture
Maintain
Transfer
... knowledge

Vision
Strategy
Tactical goals
Operational goal

SLA

Draft / Negotiate / Agree

Implement
Manage ongoing Service
Report, Review & Improve
... of Service Levels

Supplier
Management

IT Service Continuity
Management

OLA

Identify:

7. Implement corrective
actions

1. Define what you

should measure

6. Present and use

the information

2. Define what you

can measure

5. Analyse the data

3. Gather the data

Service Level
Management

SLR

CMIS

Data and Information Sources

and Tools

RfC

SCD

BIA

Access
Management

Detect & Logging

Categorise
Prioritise
Investigation & Diagnosis
Resolution
Closure
Review
... of Problems

IT Operations
Management
Operations
Control

Access
Policies

- Produce SC
- Maintain SC

Business
Continuity Strategy

Problem
Management

Problems

Technical
Management

*optional

Service
Catalogue
Management

Business SC Technical SC

Supplier Policy

Incident
Records

Identification & Logging

Categorise
Prioritise
Initial Diagnosis
(Incident Escalation)
Investigation & Diagnosis
Resolution & Recovery
Closure
... of Incidents

7 - step Improvement Process

Service Catalogue

Supplier Strategy

assistance

Service
Requests

- Budgeting
- Accounting
- Charging*

Define
Analyze
Approve
Charter
... Service Portfolio

Service Portfolio

- Analyze Risk
- Manage Risk
Charging
Policies

CONTINUAL SERVICE
IMPROVEMENT

SERVICE DESIGN

Incident
Management
-

- Service Valuation
- Analyze Investments
- Compliance

Risk
Management

SKMS

SERVICE OPERATION

Self Ser vice

Costing
Models

Financial
Management

Budget

SKMS

Design & Event Modelling

System Configuration
Service Monitoring
Response & Selection
Review & Close

approved

Service Portfolio
Management

Strategy Generation Activities

assistance

Demand
Management

4. Process the data

Service Reporting
Service Measurement
Return on Investment for CSI
Business Questions for CSI

AMIS
BIA
CaM
CMDB
CMS
CSF
DML
DIKW
F
OLA
PSO
RACI
RfC
SC
SCD
SIP
SKMS
SLA
SLR
SMIS
SQP
UC

Availability Management Information System

Business Impact Analysis
Capacity Management
Configuration Management Database
Configuration Management System
Critical Success Factor
Definitive Media Library
Data, Information, Knowledge, Wisdom
Function
Operational Level Agreement
Projected Service Outage
Responsible, Accountable, Consulted, Informed
Request for Change
Service Catalogue
Supplier Contract Database
Service Improvement Plan
Service Knowledge Management System
Service Level Agreement
Service Level Requirements
Security Management Information System
Service Quality Plan
Underpinning Contract

DIKW

SERVICE TRANSITION
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