Service Lifecycle Flashcards
Service Strategy
Process Objective: to decide on a strategy to serve customers. Starting from an assessment of customer needs and the market place, the Service Strategy process determines which services the IT organization is to offer and what capabilities need to be developed. It’s ultimate goal is to make the IT organization think and act in a strategic manner.
- Service Portfolio Management
- Financial Management
- Demand Management
- Business Relationship Management
ITIL Five Core Volumes (Processes)
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement (CSI)
Service Design
To design new IT services. The scope of the process includes the design of new services, as well as changes and improvements to existing services.
- Service Catalog Mgt
- Supplier Mgt
- Service Level Mgt
- Availability Mgt
- Capacity Mgt
- IT Service Continuity Mgt
- Information Security Mgt
- Design Coordination
Service Transition
Xxx
- Service Asset & Configuration Mgt
- Change Mgt
- Release & Deployment Mgt
- Knowledge Mgt
Service Operation
The stage of the Service Lifecycle where the value is delivered to the customer.
- Event Mgt
- Incident Mgt
- Problem Mgt
- Request Fulfillment
- Access Mgt
Continual Service Improvement
7 Step Process:
1) Identify the strategy for improvement
2) Define what you will measure
3) Gather the data
4) Process the data
5) Analyze the information and data
6) Present and use the information
7) Implement improvements
