Service Lifecycle

Instructor: Pankaj MehraTeaching Assistant: Raghav Gautam

Lec. 8May 6, 2010

ISM 158

Introduction

Image courtesy http://interfacing.com/uploads/File/servicelfcycle.jpg

Agenda

• ITIL v3– Widely adopted

framework created by UK OGC

– Identifies best practices to align business strategies with IT systems management

• Service Lifecycle– An iterative

framework for continuous refinement of:

1. Service design2. Service transition3. Service operation

Service Lifeycle Management aspects standardized in ITIL v3

• Strategy– Financial mgmt,

Business perspective• Design

– Capacity, availability, continuity and security

• Deployment– Support and testing

• Operation– Incident mgmt, SLA

monitoring

• Continuous Improvement• Metrics, reporting and ROI

Comprehensive Framework

OGC’s Best ManagementPractice site

Application Lifecycle Mgmt

Governance

Development

Operations

Businesscase made

Deployment Release

BusinessCase

Development

ProjectPortfolio

Management

ApplicationPortfolio

Management

Software DevLifecycle I

Software DevLifecycle II

Maintenance

MonitorRoll outupdates

Roll outupdates

Roll outupdates

IT Service Composition (Cloud)

Topics for Discussion

• Do you see the parallels between these?

• Do you start to recognize common patterns of business-aligned IT?

• Can you guess what kind of features will be offered in a project portfolio management software product?

Example: HP BTO PPMC

Consider the parallels between project portfolio management and product portfolio management

Reading Assignment (by May 11)

• Read the paper by Joshi, et al to learn about the metrics used at different stages of the service lifecycle

• Points to ponder:– Which of the

metrics apply broadly to all applications, and which are unique to IT services or the cloud setting?

Where to learn more• UK OGC:

– Best management practicehttp://www.best-management-practice.com/officialsite.asp?DI=597910&trackID=002192

– ITIL Lifecycle Streamhttp://www.itil-officialsite.com/Qualifications/ITILV3QualificationLevels/ITILLifecycleStream.asp

• Introductory presentation by T.C. Kaiser available at ITSM Forum http://www.tb-tla.org/docs/TBTLA082007.ppt

• K. Joshi, et al, Integrated Lifecycle of IT Services in a Cloud Environment, The Third International Conference on the Virtual Computing Initiative (ICVCI 2009)http://ebiquity.umbc.edu/get/a/publication/487.pdf

Feel welcome to browse vendor product whitepapers about ITIL v3 and ITSM products from CA, HP, IBM and other vendors.

In the next lecture …

• Lecture by Raghav:– Techniques of Business Analytics

• e.g., basket analysis for retail

Questions?

•

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