Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 52 •• ITIL® OPERATIONAL SUPPORT AND ANALYSIS CERTIFICATION KIT BOOK — THIRD EDITION Short term: Improvement of working practices within the OSA processes, functions, and technology itself.
Generally, these are smaller improvements that do not mean changes to the fundamental nature of a process or technology (eg, tuning, training, personnel redeployment). 6.4 Interfaces to other Service Lifecycle Stages The ITIL framework consists of five lifecycle stages, each represented by a single publication.
The five publications are: •• •• •• •• •• ITIL® Service Strategy ITIL® Service Design ITIL® Service Transition ITIL® Service Operation ITIL® Continual Service Improvement Each publication addresses the necessary capabilities of the service provider in enabling the customer’s objectives to be achieved from the perspective of one of the lifecycle stages.combining these perspectives provides a holistic and comprehensive solution for IT Service Delivery. Service Strategy The foundation of the service lifecycle is service strategy.
Within this stage, the value of a service to the customer is created and developed to align the service provider’s IT capabilities with the business needs of the customer, including ensuring that the organizational structure of the service provider best suits this alignment.
Through service strategy, one can develop a sense of service management as an organization capability and a strategic asset. Copyright The Art of Service I Brisbane, Australia I Email: [email protected] Web: store.theartofservice.com I eLearning: theartofservice.org I Phone: +61 (0) 7 3252 2055 53 Service Strategy explores the development of market spaces, the differences between internal and external service providers, service assets, the service portfolio, and how service strategy influences the other stages of the service lifecycle.
From a process perspective, service strategy focuses on building and managing the relationship between the service provider and customer, and on ensuring that all service requirements are identified, documented, prioritized, and planned into service delivery. Service Design The strategies, objectives, and policies developed in the service strategy stage begin to be realized in the service design stage.
Throughout service design, guidance is provided on the components of service design, how they are constructed, and the best approach for development of those components.
Service design is about putting the strategies of service delivery into a viable and effective plan.
The service design stage can be useful for ensuring services with new requirements, changed requirements, or simple improvements remain aligned with the service strategy. Some of the main topics of service design are: •• •• •• •• •• •• •• Coordinating design activities Managing capacity Managing availability Establishing service levels Defining service continuity plans Controlling information security Managing suppliers
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