ITIL® V3 Service Lifecycle Inputs & Outputs
ITIL V3 Service Lifecycle
Key Inputs and Outputs
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ITIL® V3 Service Lifecycle Inputs & Outputs
Table of Contents
Service Strategy
Service Strategy
Define Market
Service Design
Service Design
Service Transition
Service Transition
Define Offering
Catalog
Service Level
Change
Configuration
Execution Prep
Define Assets
Capacity
Availability
Release
Evaluation
Portfolio
Demand
Continuity
Security
Testing
Transition Support
Risk
Financial
Strategy Creation
Supplier
Knowledge
Service Operation
Service Operation
Continual Service Improvement
Continual Service Improvement
Incident
Request
CSI Model
PDCA
Problem
Access
7 Step Method
Measure & Report
Event
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ITIL® V3 Service Lifecycle Inputs & Outputs
Service Strategy
Money, Services, Strategies, Customers, Economy, Opportunities, Patterns of Business Activity, User behavior, Capabilities, Resources, Constraints, Conflicts, Customer
assets, Customer Assets; Customer Outcomes / Wants / Needs
Inputs
Strategy Creation
Value creation, Decision on investments, AssetValue
creation,
Decision
on investments,
based
Services,
Utility-based
Services,AssetbasedofServices,
Services,
Identification
businessUtility-based
outcomes, Understanding
Identification
of understanding
business outcomes,
Understanding
of customers,
of opportunities
of customers, understanding of opportunities
Define Market
Define Offering
Execution Prep
Define Assets
Strengths, Weaknesses, Distinctive Competencies,
Strengths,
Distinctive
Competencies,
Business Weaknesses,
Strategy, Threat
and Opportunities,
Business Strategy,
Threat and
Opportunities,
Prioritization
of Investments,
Critical
Success
Prioritization of Investments,
Critical Success
Factors
Factors
Inventories; Business Case; Service Portfolio;
Inventories; Business
Case; Service
Portfolio;
Authorization;
Value Proposition;
Prioritization;
Authorization;
ValueResource
Proposition;
Prioritization;
Communication;
allocation
Communication; Resource allocation
Identification of Market space, Outcome-based
Identification
of Market
space,
Outcome-based
definition
of services,
Matching
of Service
portfolio to
definition
of services,
ServicePipeline,
portfolio to
market
space,
ServiceMatching
Portfolio of
(Service
market Catalogue,
space, Service
Portfolio
(Service
Pipeline,
Service
Retired
Services),
Business
Service
Catalogue,
Retired
Services),
Business
cases, Identification of risks, Pricing, Lines of
cases, Identification
risks, Pricing, Lines of
Serviceof(LOS)
Service (LOS)
Closed-loop system, Service Design Requirements,
Closed-loop
system,
Service Design
Requirements,
Service
Transition
Requirements,
Service
Operation
Service
Transition
Requirements,
Service
Requirements, Perspective, Position, PlanOperation
and
Requirements, Perspective,
Pattern Position, Plan and
Pattern
Portfolio
Demand
Risk
Financial
Contract risk, Design Risk, Operational Risks,
Contract
Design
Risk, Operational
Risks,
Market
Risks,risk,
Service
Provider
Risks, Transfer
of
Market Risks, Service
Provider Risks, Transfer of
Risk
Risk
Core Service Packages; Service Level Packages;
Core Service
Packages;
Packages;
Lines
of Service,
VerifiedService
PatternsLevel
of Business
Lines of Service,
Verified
Patterns of Business
Activity,
User Profiles
Activity, User Profiles
Service Valuation, service provisioning optimization,
Service Valuation,
service
provisioning
planning
confidence,
service
investmentoptimization,
analysis,
planning confidence,
service investment
analysis,
accounting,
budgets, charges,
fees, compliance,
accounting,
budgets,
charges,
fees,
compliance,
service provisioning models
service provisioning models
Outputs
Perspective (Value), Position (Policies), Plans, Patterns of Action, Service Valuation (Provisioning Value); Demand Models; Service Portfolio; Service Provisioning Optimization
(SPO); Operating and Capital Plans; Regulatory and Environmentally-rated Plans; Service Investment Analysis; Compliance; Variable Cost Dynamic
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ITIL® V3 Service Lifecycle Inputs & Outputs
Service Design
Service Strategy; Corporate visions, strategies, objectives, policies and plans, business visions, strategies, objectives and plans, including Business Continuity Plans (BCPs),
Business information from the organization’s business and IT strategy, plans and financial plans, Business Impact Analysis, changes to service requirements, Business
requirements, Service Portfolio, CMS, Feedback from all other processes, Service Level Requirements, Business information: business strategy, financial plans, Business
Impact Analysis: impact, priority, risk and urgency, The Service, Customer and user feedback and comments
Inputs
The documentation and agreement of a ‘definition of
The
documentation
agreement
of a ‘definition
the
service’,
Updates and
to the
Service Portfolio:
Statusof
the
service’,
Updates
to
the
Service
Portfolio:
Status
of all services and requirements for services, The
of all servicesService
and requirements
Catalogue for services, The
Service Catalogue
Catalog
Service Level
Business information: business strategy, financial
Business
information:
financial
plans,
Business
Impact business
Analysis: strategy,
impact, priority,
plans,
Analysis:
impact,
priority,
risk
and Business
urgency, Impact
The Service
Portfolio,
Pipeline
risk
and
urgency,
The
Service
Portfolio,
Pipeline
and Service Catalogue, Change information:
andschedule
Service Catalogue,
information:
forward
of changes,Change
CMS, Customer
and
forward schedule
of
changes,
CMS,
Customer and
user feedback and comments
user feedback and comments
CMS, Capacity Plan, Service performance
CMS, Capacity
Plan,Workload
Service performance
information
and reports,
analysis and
information
and
reports,
analysis
and
reports, Ad hoc capacity andWorkload
performance
reports,
reports, and
Ad hoc
capacity
and performance
Forecasts
predictive
reports,
Thresholds,reports,
alerts
Forecasts and predictive
reports,
and events,
CDB Thresholds, alerts
and events, CDB
Capacity
Availability
The Availability Management Information System
The
Availability
Management
System
(AMIS),
The Availability
Plan,Information
Availability and
(AMIS),
The
Availability
Plan,
Availability
and
recovery design criteria and proposed, service
recovery
andservices,
proposed,
service
targets
fordesign
new orcriteria
changed
Service
targets reliability
for new orand
changed
services,reports
Serviceof
availability,
maintainability
availability,
reliabilityComponent
and maintainability
reports of
achievements,
availability
achievements, Component availability
Service continuity and recovery plans, ITSCM policy
Service continuity
recovery
plans, Response
ITSCM policy
strategies
, ITSCMand
plans
, Emergency
strategies
, ITSCM
plans , Plan
Emergency
Response
Plan,
Damage
Assessment
, Salvage
Plan ,
Plan,
Damage
Assessment
Plan
,
Salvage
Plan ,
Vital Records Plan, Crisis Management and Public
Vital Records
Plan, Crisis Management
and Plan
Public
Relations
Plan, Accommodation
and Services
,
Relations Plan, Accommodation
Security Plan and Services Plan ,
Security Plan
Continuity
Security
Security Management Policy, Security
Security
Management
Policy,
Security
Management
Information
System
(SMIS),
Revised
Management
Information
System
(SMIS),
Revised
security
risk assessment
reports,
Security
controls,
security
risk
assessment
reports,
Security
controls,
Audits and audit reports, Security test schedules
Audits
and
audit reports,
Security
test schedules
and
plans,
Security
breaches
and major
Incidents
and plans,
Security
breaches
and
major Incidents
reports,
Supplier
security
policies
reports, Supplier security policies
Supplier
The Supplier and Contracts Database (SCD),
The and
Supplier
and performance
Contracts Database
(SCD),
Supplier
contract
information
and
Supplier
contract
information
reports, and
Supplier
andperformance
contract review
meeting and
reports,Supplier
SupplierService
and contract
review meeting
minutes,
Improvement
Plans
minutes,
Supplier
Service
Improvement
Plans
(SIPs),
Supplier
survey
reports
(SIPs), Supplier survey reports
Outputs
Service Design Package: Requirements, Service Design. Organizational Readiness Assessment, Service Lifecycle Plan
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Service Transition
Service Design Package: Service definition; Service structure; Financial/economic/cost model, resources, escalation procedures and critical situation handling procedures,
Design and interface specifications, Release design, Deployment plan, Acceptance Criteria, Policy and strategies for change and release; Request for Change; Change
proposal, Plans – change, transition, release, deployment, test, evaluation and remediation, Current change schedule and PSO, CMDB, release package, baseline, Test
results, test report, Change requests, purchase orders, acquisitions and service requests.
Inputs
Rejected RFCs, Approved RFCs, Change to the
Rejectedservice
RFCs,or
Approved
RFCs,resulting
Changefrom
to the
services,
infrastructure
services,
service
or
infrastructure
resulting
from
approved RFCs, CI, Change schedule, Revised
approved
RFCs,
CI, Change
Revised
PSO,
Authorized
change
plans, schedule,
Change decisions
PSO,
Authorized
change
plans, Change
decisions
and actions,
Change
documents
and records,
and actions,
Change
documents
and records,
Change
Management
reports
Change Management reports
Change
Configuration
Release and deployment plan, Completed RFCs for
Release
deployment
plan, Completed
the and
release
and deployment
activitiesRFCs for
the
release
and
deployment
activities with
Service notification, Updated service catalogue
Service
notification,
Updated
with
the
relevant
information
about service
the newcatalogue
or changed
the
relevant
the Management
new or changed
service,
Newinformation
or changedabout
Service
service, New or
changed Service Management
documentation
documentation
Release
Evaluation
Configuration baseline of the testing environment,
Configuration
of theoptions
testingchosen
environment,
Testing
carried baseline
out (including
and
Testing carried
out (including
options
chosen
and
constraints
encountered),
Results
from those
tests,
constraints
encountered),
Results
from
those
tests,
Analysis of the results, e.g. comparison of actual
Analysis
the results,
e.g.risks
comparison
ofduring
actual
results
with of
expected
results,
identified
results with expected
risks identified during
testingresults,
activities
testing activities
Testing
Transition Support
SACM provides input to all ITSM processes;
SACM
provides
to allIdentification
ITSM processes;
Assets,
CMDB,
Auditinput
reports;
of CIs
Assets, CMDB, Audit reports; Identification of CIs
Knowledge
Service Portfolio , Service package, Service
Service Portfolio
, Service
package,
Service
Acceptance
Criteria;
Test results
and report;
Acceptance Evaluation
Criteria; Test
results and report;
report
Evaluation report
Policies, processes and practices; service provider
Policies,
processes
and practices;
service provider
interfaces
(SPIs), Roles
and responsibilities,
interfacesresource
(SPIs), Roles
andand
responsibilities,
Transition
planning
estimation,
Transition
resourceand
planning
and
estimation,
Transition
preparation
training
requirements,
Transition
preparation
and training
requirements,
The release
and change
authorization,
The release
and changeTransition
authorization,
Management
Information,
Plan
Management Information, Transition Plan
Service Knowledge Management Base
Service
Knowledge
Base
Service
Operation
andManagement
Operations Staff
Service
OperationStaff
andand
Operations
Staff
Problem
Management
Transition
Staff
Problem Management Staff and Transition Staff
Outputs
Approved service release package and associated deployment packages, Updated Service package, Updated Service Portfolio and service catalogue, Updated contract
portfolio, Documentation for a transferred or decommissioned service.
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Service Operation
Networks or computer operations , CMDB, Response from Incident matching against Problems and Known Errors, Resolution details, Response on RFC to effect resolution for
Incident(s), SKMS, SLA, OLA, UC, Service Catalogue, Design, Operational procedures, Incident details sourced from (for example) Service Desk, networks or computer
operations, Configuration details from the Configuration Management Database (CMDB), Response from Incident matching against Problems and Known Errors, Resolution
details, Service Desk, Incident Management
Inputs
RFC for Incident resolution; updated Incident record
RFC
for Incident
resolution;
updated
Incident record
(including
resolution
and/or
Work-arounds),
(including
resolution
and/or
Work-arounds),
Resolved and closed Incidents, Communication to
Resolved
and
closed Incidents,
Communication
Customers,
Management
information
(reports) to
Customers, Management information (reports)
Incident
Request
Self Help systems, Standard Operating
Self
Help systems,
Standard
Operating
Procedures,
Approvals,
Changes
Procedures, Approvals, Changes
Problem
Access
Management Information, Problem Records , KEDB,
Management
ProblemManagement
Records , KEDB,
Work-aroundInformation,
, RFCs to Change
Work-around , RFCs to Change Management
Management Information; Confidentiality, Integrity,
Management
Information;
Confidentiality,
Integrity,
Assess
to Information,
Identity;
User information
Assess to Information, Identity; User information
Event
Incident Management, SNMP messages, which
Incident
Management,
SNMP messages,
which
are
a standard
way of communicating
technical
are a standard
of communicating
technical
information
about way
the status
of components
of an
about
the status of
components
of an
ITinformation
Infrastructure,
Management
Information
Bases
IT Infrastructure,
Management
Informationtools
Bases
(MIBs)
of IT devices,
Vendor’s monitoring
(MIBs) of IT devices,
Vendor’s monitoring tools
agent software
agent software
Outputs
RFC for Incident resolution; updated Incident record (including resolution and/or Work-around)
Resolved and closed Incidents, Communication to Customers, Management information (reports).
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Continual Service Improvement
Business Requirements, SLAs, OLAs UCs , Incidents, CFIA, FTA, Management of Risk, AMIS, Application Sizing, Change Model, Change schedules , CMS, Security Policy,
Cost Model, Service strategy plans, AM Plan, Configuration Plan, Problem reviews, Modelling, CMIS, PSO
Inputs
Business vision, mission, goals and
Business vision,
mission,
goals and
objectives,
Baseline
assessments,
objectives,
Baseline
assessments,
Measurable targets Service & process
MeasurableMeasurements
targets Service&&metrics,
process
improvement,
improvement,
Measurements
&
metrics,
Current state, Future state, Roadmap
to the
Current
state,
Future state,
Roadmap
to the
Future
state,
Achievement
KPIs,
Action Plans
Future state,
Achievement
KPIs,
Action
Plans
for continuous improvement
for continuous improvement
Required measures, realistic measures,
Required
realistic
measures,
Collectedmeasures,
data, statistical
analysis,
Collected
data, statistical
analysis,
Improvement
alternatives,
recommendations,
Improvement alternatives,
action plansrecommendations,
action plans
CSI Model
PDCA
Improved employee morale, New changed
Improved
morale,
changed
services,employee
More effective
andNew
efficient
services,
More
effective
and
efficient
processes, Customer satisfaction, Business
processes, Customer
satisfaction, Business
results
results
7 Step Method
Measure & Report
Process and Service oriented Key
Process and
Service
oriented
Key
Performance
Indicator,
Critical
Success
Performance
Indicator,
Critical
Success
Factors, SLA Reports, SCD Reports, AMIS
Factors,
SLAReports,
Reports,Evaluation
SCD Reports,
AMIS
Report,
CDB
Reports
Report, CDB Reports, Evaluation Reports
Outputs
Service Management process recommendations, Audits, Reports, Updated Availability and Capacity Plans, Monitoring procedures, Identified tools to use, Monitoring plan,
Input on IT capability, Collection of data, Agreement on the integrity of the data, Improvements to Service Management, Services and Processes
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