lecture 8 Service Lifecycle

Lec. 8 May 6, 2010 ISM 158

Service Lifecycle Instructor: Pankaj Mehra Teaching Assistant: Raghav Gautam

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 design 2. Service transition 3. Service operation

Service Lifeycle Management aspects standardized in ITIL v3 • Strategy

• Deployment

– Financial mgmt, Business perspective

• Design – Capacity, availability, continuity and security

– Support and testing

• Operation – Incident mgmt, SLA monitoring

• Continuous Improvement • Metrics, reporting and ROI

Comprehensive Framework

OGC’s Best Management Practice site

Application Lifecycle Mgmt Business Case Development

Project Portfolio Management

Application Portfolio Management

Governance Software Dev Lifecycle I

Maintenance

Software Dev Lifecycle II

Development

Operations Roll out updates

Business Deployment case made

Roll out updates

Roll out updates

Monitor

Release

IT Service Composition (Cloud)

Topics for Discussion • Do you see the parallels between these? • Do you start to recognize common patterns of businessaligned 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 • Points to ponder: Joshi, et al to – Which of the metrics apply learn about the broadly to all metrics used at applications, and different stages of which are unique the service to IT services or lifecycle the cloud setting?

Where to learn more •

UK OGC: – Best management practice http://www.best-managementpractice.com/officialsite.asp?DI=597910&trackID=002192 – ITIL Lifecycle Stream

http://www.itil-officialsite.com/Qualifications/ITILV3QualificationLevels/ ITILLifecycleStream.asp

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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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