ITIL Managing Across Lifecycle - Invensis Learning

1. 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.

2. About Invensis Learning InvensisLearning 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.

3. Module 1- Service Lifecycle

4. 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.

5. 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.

6. 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.

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. Service Lifecycle Stages of Service Lifecycle

16. Service Lifecycle Stages of Service Lifecycle

17. 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.

18. 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.

19. Service Lifecycle Coordination Across lifecycle Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS.

20. 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

21. 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 customer’s 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.

22. 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 customer’s preferences • The customer’s perception of what was delivered

23. Service Lifecycle Service Value Across Lifecycle Stages Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS.

24. 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.

25. 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.

26. Service Lifecycle Service Value Across Lifecycle Stages Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS.

27. 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.

28. 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.

29. 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.

30. 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

31. 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

32. Service Lifecycle Service Value Across Lifecycle Stages Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS.

33. 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

34. 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 provider’s interactions with all stakeholders, including customers, users, suppliers, internal staff etc. • An organization’s 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

35. Service Lifecycle Organizing for Service Management Copyright© AXELOS Limited 2011. All rights 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

37. Service Lifecycle Risk Assessment and Risk Management Copyright© AXELOS Limited 2011. All rights 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.

39. 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

40. Service Lifecycle Sharing Knowledge Across the Lifecycle Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS.

41. 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 • Two components of KM: an open culture and infrastructure Copyright© AXELOS Limited 2011. All rights reserved. Material is reproduced under license from AXELOS.

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