Below are each ITIL Service Life Cycle Objectives

Service Strategy
Service strategy shows organisations how to transform service management from an
organisational capability into a strategic asset, and to then think and act in a strategic
manner.
Provides guidance on how to design, and put in place service management as a strategic
asset

Financial Management

To provide cost effective stewardship of the IT assets and resources used in providing
IT services

Service Portfolio Management

The purpose of a service portfolio is to describe a service providers services in terms

of the business value.

Demand Management

Analysing patterns of activity and user profiles

Provisioning capacity in line with strategic objectives

Service Design

Capacity Management

It ensures that all the current and future capacity and performance aspects of the
business requirements are provided cost effectively.

Availability Management

To deliver a cost effective and sustained level of availability that enables the business
to satisfy its organisations objectives

The terminology of availability management

Availability: Key indicator of the service provided. It should be defined in the Service
Level Agreement.
Reliability: Reliability of the service is made up out of the reliability of service
components and the resilience of the IT infrastructure.
Serviceability: Contractual arrangements with third parties in regards to maintenance.
Maintainability: The ability of the IT group to maintain the IT infrastructure in
operational state and available according to the agreed service levels.
Security: Confidentiality, Integrity and Availability (CIA) of data.
Resilience: The ability of individual components to absorb or be flexible in times of
stress.

Security Management

To align IT security with organisation security and ensure that information security is
effectively managed in all service and service management activities. The five
elements within an Information Security
Control
Plan
Implement
Evaluate
Maintain

Supplier Management

To manage suppliers and the services they supply, to provide seamless quality of IT
service to the organisation, ensuring value for money is obtained.
Obtain value for money from suppliers and contracts
Negotiate and agree UCs and manage through their lifecycle. UC = underpinning
contracts
Maintain a supplier policy and a Supplier and Contract Database (SCD)

Service Catalogue Management

To ensure that a service catalogue is produced and maintained, containing accurate

information on all operational services and those being prepared to be run
operationally
To manage the information contained within the service catalogue, and to ensure that
it is accurate and reflects the current details, status, interfaces and dependencies of
all services that are being run, or being prepared to run, in the live environment

Service Level Management

To be able to maximise end user productivity, improve operational effectiveness and

enhance overall business performance.
Service level management principles form the basis on how to contribute to an ITSM
culture to ensure that the right services with the appropriate quality are delivered, at
the right cost to end users.
.Define, document, agree, monitor, measure, report and review the level of IT services
provided
.Provide and improve the relationship and communication with the business/customer
.Ensure that specific and measurable targets are developed for all IT services
.Monitor and improve customer satisfaction
Agreement (defining and signing SLAs)
.Service Level Agreements, supported by: Operational Level Agreements (OLAs) and
underpinning contracts

SLR (Service Level Requirements)

.Detailed recording of the customers needs
.Blueprint for defining, adapting and revising of services
Service spec sheets (service specifications)
.Connection between functionality (externally/customer focused) and technicalities
(internally/IT organisation focused)

Service Transition
Align the new or changed service with the organisation requirements and business
operations
.Ensure that customers/users can use the new or changed service in a way that
maximises value to the organisation operations
.Plan and manage resources so that transitions come in on time, cost and quality
.Ensure minimum impact on current services
.Increase customer, user and service support satisfaction

Knowledge Management

primary purpose is to improve efficiency by reducing the need to rediscover

knowledge.

Change Management

In order to minimise the impact of change related Incidents upon service quality, and
consequently to improve the day to day operations of the organisation

Changes should be managed to:

.Optimise risk exposure (supporting the risk profile required by the organisation)

.Minimise the severity of any impact and disruption

..Be successful at the first attempt

Release and Deployment Management

The objective of release and deployment management is to build, test and deliver the
capability to provide the services specified by service design.
Define and agree release and deployment plans with customers/stakeholders
Ensure that integrity of a release package and its constituent components is maintained
throughout the transition activities and recorded accurately in the configuration
management system

To ensure that master copies of all software are secured in the Definitive Media Library
(DML)
To ensure that release packages are built, installed, tested and deployed efficiently

Minimise unpredicted impact

Delivering change, faster and at optimum cost and minimised risk

Release Package
Build management procedures, methodologies, tools and checklists should be applied to
ensure that the release package is built in a standard and controlled way in line with the
solution design defined in the service design package.
Baseline the contents of the release package

A post implementation review of a deployment is conducted through change

management

Service Asset and Configuration Management

ensures the integrity of service assets and configurations in order to support the effective
and efficient management of the IT organisation.
Account for all the IT assets and configurations within the organisation and its services
.Provide accurate information on configurations and their documentation to support all
the other service management processes

.Ensure the integrity of those items by creating and maintaining an accurate

Configuration

Service Validation and Testing

design and release will deliver a new or changed service or service offering that is fit for
the purpose and fit for use.
Validate that a service is fit for purpose it will deliver the required performance with
desired constraints removed
.Assure a service is fit for use it meets certain specifications under the specified terms
and conditions of use

The V Model concept of establishing acceptance requirements against the requirements

and design can apply, with each iterative design being considered for the degree of
integrity and competence that would justify release to the customer for trail and
assessment.
The left hand side represents the specification of the service requirements down to the
detailed service design.
The right hand side focuses on the validation and test activities that are performed
against the specifications defined on the left hand side, there is direct involvement by
the equivalent party on the right hand side.
Service Operation
to coordinate and carry out the activities and processes required to deliver and manage
services at agreed levels to business users and customers

Achieving Balance in Service Operation

Conflict arises because constant, agreed levels of service need to be delivered in a

continually evolving technical and organisational environment.
Potential areas of conflict are:
.Internal IT vs. external business views
.Stability vs. responsiveness
.Quality of service vs. cost of service
.Reactive vs. proactive

Request Fulfilment

Request fulfilment is the process of dealing with service requests from the users.

To provide a channel for users to request and receive standard services for which a
predefined approval qualification process exists
To provide information to users and customers about the availability of services and the
procedure for obtaining them
To source and deliver the components of requested standard services (e.g. licences and
software media)
To assist with general information, complaints or comments

Incident Management

To restore normal service operation as quickly as possible and minimise the adverse
impact of the Incident on business operations,

Problem Management

Problem management includes the activities required to diagnose the root cause of
incidents and to determine the resolution to the problems. It is also responsible for
ensuring that the resolution is implemented through the appropriate control
procedures (change management).
Problem management works together with incident management and change
management to ensure that IT service availability and quality are increased.
Problems should be addressed in priority order with higher priority given to the
resolution
Therefore, a problem can exist without having an immediate impact on the users.
However incidents are usually more visible and the impact on the user is more
immediate.

Access Management

Protecting Confidentiality, Integrity and Availability (CIA), sometimes know as Rights

Management or Identity Management (removing access when people change roles or
jobs and regularly auditing access permissions to ensure they are correct)
Access management is effectively the execution of both availability and information
security management, in that it enables the organisation to manage the confidentiality,
availability and integrity of the organisations data and intellectual property.

May be needed for regulatory compliance

The terminology of access management

Access refers to the level and the extent of a services functionality or data to which a
user is entitled.
Identity refers to the information about the user that distinguishes them as an
individual and which verifies their status within the organisation. By definition, the
identity of a user is unique to that user.
Rights (also called privileges) refer to the actual settings whereby a user is provided
access to a service or group of services. Typical rights, or level of access, include read,
write, execute, change and delete.
Service or service groups most users do not use only one service, and users
performing a similar set of activities will use a similar set of services. Instead of providing
access to each service for each user separately, it is more efficient to be able to grant
each user, access to the whole set of services that they are entitled to use at the same
time.
Directory services refers to a specific type of tool that is used to manage access and
rights.

Event Management

A change of state that has significance for the management of a configuration item or IT
service

Continual Service Improvement

Service improvement must focus on increasing the efficiency, maximizing the
effectiveness and optimising the cost of services and the underlying IT service
management processes

Why measure CSI?

There are four reasons to monitor and measure:
To validate monitoring and measuring to validate previous decisions
To direct monitoring and measuring to set direction for activities in order to meet set
targets. It is the most prevalent reason for monitoring and measuring
To justify monitoring and measuring to justify, with factual evidence or proof, that a
course of action is required
To intervene monitoring and measuring to identify a point of intervention including
subsequent changes and corrective actions