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Service Management Lifecycle according to ITIL v3

March 12, 2008

So below I have defined service management.. why? Because with our defining what we want how will we know when we have archived it? Let me know if it makes sense to you..

What is Service Management?

The primary objective of Service Management is to ensure that the IT services are aligned to the business needs and actively support them. It is imperative that the IT services underpin the business processes, but it is also increasingly important that IT acts as an agent for change to facilitate business transformation. Service management is concerned with more than just delivering services. Each service, process or infrastructure component has a lifecycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement. The inputs to service management are the resources and capabilities that represent the assets of the service provider. The outputs are the services that provide value to the customers. Effective service management is itself a strategic asset of the service provider, providing them with the ability to carry out their core business of providing services that deliver value to customers by facilitating the outcomes customers want to achieve.

The service lifecycle

  1. The service lifecycle is initiated from a change in requirements in the business.
  2. These requirements are identified and agreed within the Service Strategy stage within a Service Level Package (SLP) and a defined set of business outcomes.
  3. This passes to the Service Design stage where a service solution is produced together with a Service Design Package (SDP) containing everything necessary to take this service through the remaining stages of the lifecycle.
  4. The SDP passes to the Service Transition stage, where the service is evaluated, tested and validated, the Service Knowledge Management System (SKMS) is updated, and the service is transitioned into the live environment, where it enters the Service Operation stage.
  5. Wherever possible, Continual Service Improvement identifies opportunities for the improvement of weaknesses or failures anywhere within any of the lifecycle stages.
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