Service strategy service design service transition

ITIL On A Page
®
Lifecycle Phase
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

Objectives

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Identify strategy, services,customers Exploit opportunities Understand assets

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Design effective services Design for current and future needs Minimise rework

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Plan and manage change Manage service riskDeploy services Set expectations Ensure value Provide knowledge

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Maintain business satisfaction Manage outages Manage access to services

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Improve services Improve costeffectiveness Meet changing business needs Quality management

Key Concepts

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Customers Service economics Sourcing

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5 Major Aspects Holistic design Balanced design Constraints

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Service Transition Policies Emotional impact Organisational change

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Service optimisation Balance in operations Operational health Provide good service Common activities

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Measurement Baselines Service Assessment Governance Return on Investment

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Processes

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Service Portfolio Management Financial Management Strategy Management for ITServices Demand Management Business Relationship Management

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Design Coordination Service Catalogue Management Service Level Management Availability Management Capacity Management ITService Continuity Management Information Security Management Supplier Management

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Transition Planning and Support Change Management Service Asset and Configuration ManagementRelease and Deployment Management Service Validation and Testing Change Evaluation Knowledge Management

Incident Management Problem Management ● Access Management ● Request Fulfilment ● EventManagement Functions: ● Service Desk ● Application Management ● Technical Management ● IT Operations Management
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7 Step Improvement Process

Models
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Kano Model 4 Ps

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Change...