Service Lifecycle
Each step of the improvement process is designed to assist in the activity of CSI. The process makes it reasonably simple
to see what takes place; the challenge is to realize this in the live environment. The seven-step process spans the entire
service lifecycle and is the driving force behind continual service improvement. Note how the 7 steps correspond with the
PDCA approach, and the DIKW knowledge management model.
Service Strategy Continual Service
Improvement
Service strategy is at the core of the service lifecycle.
Its purpose is to define the strategic approach
for service management across the whole of the The purpose of CSI is to continue to support the
lifecycle. ITIL says that this includes understanding business with IT services, in the face of changing
the perspective, position, plans and patterns that a business needs. Continual service improvement is
Complementary
service provider needs to be able to deliver services there to make sure that the changes in business
that meet the business needs. By understanding processes that keep the business alive and
the business outcomes, we will be able to guide the thriving, are recognized, and the IT services that
Publications
focus for the whole of the service lifecycle. support those processes, change with them.
CSI is concerned with the improvement of all
aspects of the service lifecycle, from strategy,
Service Design through to design, transition and operation.
The purpose of Service Design is to deliver a new Failure to implement processes that support our
service or a change to an existing service which services, which are measurable, repeatable and
is capable of delivering the strategic outcome manageable, will have an impact on the business.
required. This involves not only the technology In addition to this, continual service improvement
should be seeking for improvements in cost
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Service Transition Continual Service Improvement
The purpose of Service Transition is to ensure that
the services that have been agreed and designed
through the stages of strategy and design are now
delivered effectively into operation.
Service Operation
The purpose of the Service Operation stage of
Service transition ensures that new, modified the service lifecycle is to deliver the service at
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or retired services meet the expectations of the the levels agreed by service level management.
business as documented in the service strategy Service operations is responsible for carrying out
and service design stages of the lifecycle. It is all the activities required to deliver the service,
Services
concerned with the experience for the customer and to manage the technology required. This
and user, and also for the support staff. All the may include applying updates, backing up data,
stakeholders who will be receiving the new and so on. In order to ensure that the planned
service, or change to the existing services, need to value actually is delivered, operations must deliver
be considered as part of the transition planning. the service at or below the cost in the original
If a service is to be retired, the same careful and business case.
considered approach should be adopted, so
that the retirement of the service is seamless,
particularly if there is a replacement service being
implemented at the same time.
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