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
•
•
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?
•
NEWS PRESENTATION
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lecture 8 Service Lifecycle