ITIL Managing Across Lifecycle-Invensis Learning

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ITIL Managing Across Lifecycle
Course Name ITIL Managing Across
Lifecycle Version INVL_ITILMALC_CW_1.
3 Course ID ITSM - 119
ITIL is a registered trade mark of AXELOS
Limited, used under permission of AXELOS Limited.
All rights reserved. The Swirl logo is a trade
mark of AXELOS Limited, used under permission of
AXELOS Limited. All rights reserved.
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About Invensis Learning

• Invensis Learning is a training and development
  division of Invensis Inc., a leading ISO 27001
  certified Business Process Management company
  offering services to clients that include Fortune
  100 companies globally. Invensis Learning is a
  internationally accredited professional training
  and certification organization with an extensive
  portfolio of professional certification courses.
  Our customized training programs are meant for
  enterprises looking to upskill their workforce
  through multiple modes of training delivery
  worldwide.

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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

• Five Stages of Service Lifecycle

• The ITIL core consists of five lifecycle
  publications
• ITIL Service Strategy
• ITIL Service Design
• ITIL Service Transition
• ITIL Service Operation
• ITIL Continual Service Improvement

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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
• Topics covered in ITIL Service Strategy include
• The development of market spaces
• Characteristics of internal and external provider
  types
• Service assets
• The service portfolio and implementation of
  strategy through the service lifecycle.
• Business relationship management, demand
  management, financial management, organizational
  development and strategic risks

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Service Lifecycle

• Service Strategy

• Organizations should use ITIL Service Strategy
• To set objectives and expectations of performance
  towards serving customers and market spaces
• To identify, select and prioritize opportunities
• 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
• Design coordination, service catalogue
  management, service level management,
  availability management, capacity management, IT
  service continuity management, information
  security management, and supplier management

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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 knowledge management system

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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
• Strategic objectives are ultimately realized
  through service operation
• Event management, incident management, request
  fulfillment, problem management, and access
  management processes
• Service desk, technical management, IT operations
  management, and application management functions

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Service Lifecycle

• Continual Service Improvement

• Continual Service Improvement provides guidance
  on creating and maintaining value for customers
  through better strategy, design, transition and
  operation of services
• 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
• Seven step improvement process, CSI approach
• Topics include service measurement, demonstrating
  value with metrics, developing baselines, and
  maturity assessments

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Service Lifecycle

• Stages of Service Lifecycle

• Services and processes describe how things change
• Structure describes how they are connected
• Structure helps to determine the correct
  behaviors required for service management

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Service Lifecycle

• Stages of Service Lifecycle

ITIL Service Strategy Strategy management for IT services Service portfolio management Financial management for IT services Demand management Business relationship management
ITIL Service Design Design coordination Service catalogue management Service level management Availability management Capacity management IT service continuity management Information security management Supplier management
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Service Lifecycle

• Stages of Service Lifecycle

ITIL Service Transition Strategy management for IT services Service portfolio management Financial management for IT services Demand management Business relationship management
ITIL Service Operation Design coordination Service catalogue management Service level management Availability management Capacity management IT service continuity management Information security management Supplier management
ITIL Continual Service Improvement Seven-step improvement process
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Service Lifecycle

• Coordination Across lifecycle

• Organizations need a collaborative approach for
  the management of assets which are used to
  deliver and support services for their customers
• 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)
• A process interface is the boundary of the
  process.
• Process integration is the linking of processes
  by ensuring that information flows from one
  process to another effectively and efficiently.
• If there is management commitment to process
  integration, processes are generally easier to
  implement and there will be fewer conflicts
  between processes.
• 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

• Coordination Across lifecycle

• The SKMS enables integration across the service
  lifecycle stages
• 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

• Coordination Across lifecycle

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reserved. Material is reproduced under license
from AXELOS.
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Service Lifecycle

• Service Value Across Lifecycle Stages Service
  Strategy

• Links service provider activities to customer
  outcomes
• 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

• Service Value Across Lifecycle Stages

• The value of a service can be considered to be
  the level to which that service meets a
  customers expectations
• The value of a service comes from what it enables
  someone to do
• 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

• Service Value Across Lifecycle Stages

• What service(s) did IT provide?
• What did the service(s) achieve?
• How much did the service(s) cost?
• Value definition
• The business outcomes achieved
• The customers preferences
• The customers perception of what was delivered

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Service Lifecycle

• Service Value Across Lifecycle Stages

Copyright AXELOS Limited 2011. All rights
reserved. Material is reproduced under license
from AXELOS.
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Service Lifecycle

• Service Value Across Lifecycle Stages

Value can be added at different levels. What
matters is the net difference
Copyright AXELOS Limited 2011. All rights
reserved. Material is reproduced under license
from AXELOS.
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Service Lifecycle

• Service Value Across Lifecycle Stages

• Value is realized when a service is provided to
  an external customer and meets their
  expectations.
• 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
• If there is no linkage to an external service, it
  will be viewed as a money spent
• 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

• Service Value Across Lifecycle Stages

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reserved. Material is reproduced under license
from AXELOS.
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Service Lifecycle

• Service Value Across Lifecycle Stages

• Value capture is the ability of a service
  provider to retain a portion of the value that
  has been created and realized.
• 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

• Service Value Across Lifecycle Stages

• Service operation is responsible for
• Executing and performing processes that optimize
  the cost and quality of services
• Enabling the business to meet its objectives
• Effective functioning of components that support
  services
• Execution of operation control activities to
  manage and deliver services
• Delivering services efficiently and at acceptable
  cost
• Delivering services within prescribed service
  levels
• Maintaining user satisfaction with IT 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

• Service Value Across Lifecycle Stages

• From a customer viewpoint, service operation is
  where actual value is seen.
• 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
• Unavailability of funding for tooling for
  improved efficiency
• Fixing the services that are not broken
  (perception)
• Change evaluation is, by its very nature,
  concerned with value
• 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

• Service Value Across Lifecycle Stages

• Quality is the key objective of monitoring
• Monitoring will focus on the effectiveness of a
  service, process, tool, organization or CI
• 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

• Service Value Across Lifecycle Stages

Core service Enabling service Enhancing service
IT services (office automation) Word processing Download and installation of updates Documents publication to professional printer for high-quality brochure
IT service (benefits tracking) Employees of a company can monitor the status of their benefits (such as health insurance and retirement accounts). A portal that provides a user-friendly front-end access to the benefits tracking service. Customers can create and manage a fitness or Weight loss Program. Customers who show progress in their program are awarded a discount on their premiums.
Copyright AXELOS Limited 2011. All rights
reserved. Material is reproduced under license
from AXELOS.
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Service Lifecycle

• Organizing for Service Management

• The starting point for organizational design is
  strategy.
• 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
• Group, Team, Department, Division
• ITIL Functions Service Desk, IT Operations
  Management, Technical Management, Application
  Management

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Service Lifecycle

• Organizing for Service Management

• A role is a set of responsibilities, activities
  and authorities granted to a person or team
• A role is defined in a process or function
• One person or team may have multiple roles
• Organizational culture is the set of shared
  values and norms that control the service
  providers interactions with all stakeholders,
  including customers, users, suppliers, internal
  staff etc.
• An organizations 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

• Organizing for Service Management

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reserved. Material is reproduced under license
from AXELOS.
36
Service Lifecycle

• Risk Assessment and Risk Management

• Risk may be defined as uncertainty of outcome,
  whether a positive opportunity or negative
  threat.
• A number of different methodologies, standards
  and frameworks have been developed for risk
  management.
• MoR, ISO31000, RiskIT, ISO27005.
• 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.
• Identify, Assess, Plan, Implement, Communicate

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Service Lifecycle

• Risk Assessment and Risk Management

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reserved. Material is reproduced under license
from AXELOS.
38
Service Lifecycle

• Risk Assessment and Risk Management

• Design risks Design coordination should use
  formal risk assessment and management techniques
  to manage risks associated with design activities
  and reduce the number of issues that can
  subsequently be traced to poor design.
• 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

• Sharing knowledge Across the Lifecycle

• Quality knowledge and information enable people
  to perform process activities and support the
  flow of information between service lifecycle
  stages and processes.
• Understanding, defining, establishing and
  maintaining information is a responsibility of
  the knowledge management process
• 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

• Sharing Knowledge Across the Lifecycle

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reserved. Material is reproduced under license
from AXELOS.
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Service Lifecycle

• Sharing Knowledge Across the Lifecycle

• Knowledge management strategy
• Knowledge identification, capture and maintenance
• Knowledge transfer
• Learning style
• Knowledge visualization
• Driving behavior
• Seminars, webinars, documentation
• Journals, newsletters
• Discussion forums, social media
• Capturing, organizing, assessing for quality and
  using knowledge is great input in CSI activities

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reserved. Material is reproduced under license
from AXELOS.
42

• To know more about our ITIL MALC
• Certification Training, please visit
• www.invensislearning.com

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Copyright 2018 Invensis Learning. Invensis is
a registered trademark of Invensis Technologies
Pvt Ltd. ITIL is a registered trade mark of
AXELOS Limited, used under permission of AXELOS
Limited. All rights reserved. The Swirl logo is
a trade mark of AXELOS Limited, used under
permission of AXELOS Limited. All rights reserved.