Service Strategy lifecycle stage determines which services the IT organization is to offer and what capabilities need to be developed. Its goal is to make the IT organization think and act in a strategic manner.
Define the Market
Develop the Offering
Develop Strategic Assets
Prepare for Execution
Service Design
Service design is the stage in the lifecycle which converts a service strategy into a plan to deliver the objectives of the business. ITIL Service Design provides guidance to design and develop the services and service management practices.
7 processes in service design
Service Transition
To ensure that deployed Releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.
Build, Deployment, Testing, User acceptance, Bed-in.
Set customer expectation, minimise risk.
Service Operation
The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
Maintenance, Management.
Continual Service Improvement
Continual service improvement is a method to identify and execute opportunities to make IT processes and services better, and to objectively measure the effects of these efforts over time. It can be abbreviated as CSI.
The Deming Circle is executed repeatedly to provide steady, ongoing process or service improvement.
Plan, Do, Check, Act.
(2) 7 processes in service design
Service Catalog Management
Maintain accurate information on all operational services and those being prepared to be run operationally.
Service Level Management
Negotiate, agree and document appropriate IT service targets with the business, and then monitor and produce reports on delivery.
Supplier Management
Ensure that all contracts with suppliers support the needs of the business and manage the relationship with suppliers.
Capacity Management
Ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business.
Availability Management
Ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner.
IT Service Continuity Management
Support the overall Business Continuity Management (BCM) process by ensuring that the required IT technical and service facilities (including pc, networks, app, env) can be recovered within required and agreed business timescales.
Information Security Management
To align IT security with business security and ensure that information security is effectively managed in all service and IT service management activities.
(3) Risk analysis and risk manamgement
Risk is defined as uncertainty of outcome, whether positive opportunity or negative threat.
Risk analysis is concerned with gathering information about exposure to risk so that the organization can make appropriate decisions and manage risk appropriately.
Risk management supports critical decision making process, in terms of evaluating and selecting controls.
Management of risk covers a wide range of topics, including business continuity management (BCM), security, program/project risk management and operational service management.