Service Strategy

Service Design

Service Transition

Service Operation

To define the perspective,

position, plans and
patterns that a service
provider needs to be able
to execute to meet an
organizations business
outcomes

To design IT services,
together with the
governing IT practices,
processes and policies, to
realize the service
providers strategy and to
facilitate the introduction
of these services into
supported environments
ensuring quality service
delivery, customer
satisfaction and costeffective service provision.

To ensure that new,

modified or retired services
meet the expectations of
the business as
documented in the service
strategy and service
design stages of the
lifecycle.

To coordinate and carry out

the activities and
processes required to
deliver and manage
services at agreed levels to
business users and
customers. Service
operation is also
responsible for the ongoing
management of the
technology that is used to
deliver and support
services.

An understanding of what To design IT services so

strategy is
effectively that minimal
Identify the services and improvement during their
the customers who use
lifecycle will be required.
them
The ability to define how
value is created and
delivered
A means to identify
opportunities to provide
services and how to
exploit them
A clear service provision
model, that articulates
how services will be
delivered and funded, and
to whom they will be
delivered and for what
purpose
The means to understand
the organizational
capability required to
deliver the strategy
Documentation and

Plan and manage service

changes efficiently and
effectively
Manage risks relating to
new, changed or retired
services
Successfully deploy
service releases into
supported environments
Set correct expectations
on performance and use of
new or changed services
Ensure that service
changes create the
expected business value
Provide good-quality
knowledge and information
about services and service
assets

Maintain business
satisfaction and confidence
in IT through effective and
efficient delivery and
support of agreed IT
services
Minimize the impact of
service outages on day-today business activities
Ensure that access to
agreed IT services is only
provided to those
authorized to receive those
services

Continual Service
Improvement
To align IT services with
changing business needs
by identifying and
implementing
improvements to IT
services that support
business processes

Review, analyze, prioritize

and make recommendations
on improvement
opportunities in each
lifecycle stage: service
strategy, service design,
service transition, service
operation and CSI itself
Review and analyze
service level achievement
Identify and implement
specific activities to improve
IT service quality and
improve the efficiency and
effectiveness of the
enabling processes
Improve service delivery
cost effectiveness, maintain
customer satisfaction
Ensure applicable quality
management methods are
used to support continual
improvement activities
Ensure that processes

coordination of how
service assets are used to
deliver services, and how
to optimize their
performance
Processes that define the
strategy of the
organization, which
services will achieve the
strategy, what level of
investment will be
required, at what levels of
demand, and the means to
ensure a working
relationship exists
between the customer and
service provider
Generic principles and
processes of service
management
* These generic
principles are applied
consistently to IT service
management

Provides guidance for the

design of appropriate and
innovative IT services to
meet current and future
agreed business
requirements
Describes the principles of
service design and looks at
Intended for use by both identifying, defining and
internal and external
aligning the IT solution with
service providers, and
the business requirement
includes guidance for
Introduces the concept of
organizations which are
the service design package
required to offer IT
and looks at selecting the
services as a profitable
appropriate service design
business, as well as those model
which are required to offer Covers the methods,
IT services to other
practices and tools to
business units within the
achieve excellence in
same organization at no service design
profit
Discusses the
fundamentals of the design

have clearly defined

objectives and
measurements that lead to
actionable improvements
Understand what to
measure, why it is being
measured and what the
successful outcome should
be

Provides guidance for the

development and
improvement of capabilities
for transitioning new and
changed services into
supported environments,
including release planning,
building, testing, evaluation
and deployment
Considers service
retirement, transfer of
services between service
providers
Focuses on how to ensure
that the requirements from
service strategy, developed
in service design, are
effectively realized in
service operation while
controlling the risks of
failure and subsequent
disruption

The services themselves

activities that form part of a
service are included in
service operation, whether
it is performed by the
service provider, an
external supplier or the user
or customer of that service
Service management
processes the ongoing
management and execution
of the many service
management processes
that are performed in
service operation
Technology the
management of the
infrastructure used to
deliver services
People regardless of what
services, processes and
technology are managed,

The overall health of ITSM

as a discipline
The continual alignment of
the service portfolio with
the current and future
business needs
The maturity and
capability of the
organization, management,
processes and people
utilized by the services
Continual improvement of
all aspects of the IT service
and the service assets that
support them

Two aspects of strategy:

1. Defining a strategy
whereby a service
provider will deliver
services to meet a
customers business
outcomes
2. Defining a strategy for
how to manage those
services

processes and attends to

what are called the five
aspects of service design
Enforces the principle that
the initial service design
should be driven by a
number of factors, including
the functional requirements,
the requirements within
service level agreements
(SLAs), the business
benefits and the overall
design constraints

Includes the transition of

changes in the service
providers service
management capabilities
that will impact on the ways
of working, the
organization, people,
projects and third parties
involved in service
management

they are all about people. It

is people who drive the
demand for the
organizations services and
products and it is people
who decide how this will be
done.

Support the ability to link

activities performed by the
service provider to
outcomes that are critical
to internal or external
customers
Enable the service
provider to have a clear
understanding of what
types and levels of service
will make its customers
successful and then
organize itself optimally to
deliver and support those
services
Enable the service
provider to respond
quickly and effectively to
changes in the business
environment, ensuring
increased competitive
advantage over time
Support the creation and
maintenance of a portfolio
of quantified services that
will enable the business to

Reduce total cost of

ownership (TCO)
Improve quality of service
Improve consistency of
service
Ease the implementation
of new or changed services
Improve service alignment
Improve service
performance
Improve IT governance
Improve effectiveness of
service management and IT
processes
Improve information and
decision-making
Improve alignment with
customer values and
strategies

Enable projects to estimate

the cost, timing, resource
requirement and risks
associated with the service
transition stage more
accurately
Result in higher volumes of
successful change
Be easier for people to
adopt and follow
Enable service transition
assets to be shared and reused across projects and
services
Reduce delays from
unexpected clashes and
dependencies
Reduce effort on managing
service transition test and
pilot environments
Improve expectation
setting for all stakeholders
involved in service
transition including
customers, users, suppliers,
partners and projects

Reduce unplanned labor

and costs for both the
business and IT through
optimized handling of
service outages and
identification of their root
causes
Reduce the duration and
frequency of service
outages which will allow the
business to take full
advantage of the value
created by the services they
are receiving
Provide operational results
and data that can be used
by other ITIL processes to
improve services
continually and provide
justification for investing in
ongoing service
improvement activities and
supporting technologies
Meet the goals and
objectives of the
organizations security

Lead to gradual and

continual improvement in
service quality, where
justified
Ensure IT services remain
continuously aligned to
business requirements
Result in gradual
improvements in cost
effectiveness through a
reduction in costs and/or
the capability to handle
more work at the same cost
Use monitoring and
reporting to identify
opportunities for
improvement in all lifecycle
stages and in all processes
Identify opportunities for
improvements in
organizational structures,
resourcing capabilities,
partners, technology, staff
skills and training, and
communications

achieve positive return on

its investment in services
Facilitate 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
Provide the means for the
service provider to
organize itself so that it
can provide services in an
efficient and effective
manner

Increase confidence that

the new or changed service
can be delivered to
specification without
unexpectedly affecting
other services or
stakeholders
Ensure that new or
changed services will be
maintainable and costeffective
Improve control of service
assets and configurations

policy by ensuring that IT

services will be accessed
only by those authorized to
use them
Provide quick and effective
access to standard services
which business staff can
use to improve their
productivity or the quality of
business services and
products
Provide a basis for
automated operations, thus
increasing efficiencies and
allowing expensive human
resources to be used for
more innovative work