ITIL

ITIL–CSI Methods & Techniques

  1. Assessments
  2. GAP Analysis
  3. Benchmarking
  4. Service Management
  5. Metrics
  6. Balanced Scorecard
  7. SWOT Analysis
  8. Return of Investment
  9. Service Reporting
Advertisements
ITIL

ITIL Foundation V3 – Service Lifecycle Explanation

Why Lifecycle?
• Building on a great practice base
• Managing services from cradle to grave
• Removing process silos
• Reflecting the public feedback for holistic lifecycle focus

The Service Lifecycle
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Service:
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Service Strategy:
• Shows the organizations how to transform Service Management into strategic asset and to then think and act in a strategic manner
• Helps clarify the relationships between various services, systems or processes and the business models, strategies or objectives they support

Service Design:
“The design of appropriate and innovative IT services, including their architectures, processes, policies and documentation to meet current and future agreed business requirements”

• Provides guidance for the design and development of services and service management processes
• The scope includes new services, changes and improvements necessary to increase or maintain value to the customers over the lifecycle of services

Service Transition:
• Plan and implement the deployment of all releases to create a new service or improve an existing service
• Assure that the proposed changes in the service design package are realized
• Successfully steer releases through testing and into live environment
• Transition services to/from other organizations
• Decommission or terminate services

Service Operation:
• Coordinate and carry-out day to day activities and processes to deliver and manage services at agreed levels
• Ongoing management of the technology that is used to deliver and support services
• Where the plans, designs and optimizations are executed and measured

Continual Service Improvement (CSI):
• Aims to continually align / Realign IT services to changing business needs by identifying and implementing improvements
• Continually looking for ways to improve process efficiency and effectiveness as well as cost effectiveness