Lifecycle: The natural process of stages that an organism or
inanimate object goes through as it matures. For example, human stages are
birth, infant, toddler, child, pre-teen, teenager, young adult, adult, elderly
adult, and death.
First the practices for ITSM were based
around the how questions.
These included:
• How should we design for availability, capacity, and continuity of
services?
• How can we respond to and manage incidents, problems, and known errors?
•
No longer does ITIL just answer the how
questions, but also why?
• Why does a customer need this service?
• Why should the customer purchase services from us?
• Why should we provide (x) levels of availability, capacity, and
continuity?
By first asking these questions it enables a
service provider to provide overall strategic
objectives for the IT organization, which will then be used to
direct how services are designed, transitioned, supported and
improved in order to deliver optimum value to customers and
stakeholders. The ultimate success of service management is indicated by the
strength of the relationship between customers and service providers. The 5
phases of the Service Lifecycle provide the necessary guidance to achieve this
success. Together they provide a body of knowledge and set of good practices
for successful service management. This end-to-end view of how IT should be
integrated with business strategy is at the heart of ITIL.
• Service Strategy Phase: Determine the needs,
priorities, demands, and relative importance for desired services. Identifies
the value being created through services and the predicted financial resources
required to design, deliver and support them.
• Service Design Phase: Designs the
infrastructure, processes, and support mechanisms
• needed to meet the Availability requirements of the customer.
• Service Transition Phase: Validates that the Service
meets the functional and technical
• fitness criteria to justify release to the customer.
• Service Operation Phase: Monitors the ongoing
Availability being provided. During this phase, we also manage and resolve
incidents that affect Service Availability.
• Continual Service Improvement Phase: Coordinates
the collection of data, information, and knowledge regarding the quality and
performance of services supplied and Service
Management activities performed. Service Improvement Plans developed and
coordinated to improve any aspect involved in the management of IT services.
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