INFO3333
Computing 3 Management
Lecture 10
IT Service Lifecycle
Semester 1, 2021 Dr Rabiul Hasan
The University of Sydney
Page 1
Where Are We Now ? — Course map
The University of Sydney Page 2
Objectives
Discuss the overview of IT Service Lifecycle
Explain each of the stages of IT Service Lifecycle
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 3
IT Service Lifecycle: Overview
An approach to IT service management
It emphasises the importance of coordination and control across the various functions, processes and systems necessary to manage the full lifecycle of IT services.
The University of Sydney Source: IT Service Management – Support for your ITSM Foundation exam (Sansbury et al., 2016) Page 4
IT Service Lifecycle: Overview
The University of Sydney Source: IT Service Management – Support for your ITSM Foundation exam (Sansbury et al., 2016) Page 5
IT Service Lifecycle: Overview
The University of Sydney Source: ITIL Service Lifecycle. Source: [13] | Download Scientific Diagram (researchgate.net) Page 6
IT Service Lifecycle: Overview
The University of Sydney Source: Chuck Spencer, Understanding The ITIL Service Lifecycle: A Practical Guide (flycastpartners.com) Page 7
1) Service Strategy: Basic Concepts
Q: Why do we need service strategy?
It is not just about the strategy for individual services today, but also about positioning the IT service provider for the long run.
The University of Sydney Source: IT Service Management – Support for your ITSM Foundation exam (Sansbury et al., 2016) Page 8
1) Service Strategy: Process
Service strategy processes
– Strategy management for IT services
– Service portfolio management
– Demand management
– Financial management for IT services
– Business relationship management
The University of Sydney
Page 9
1) Service Strategy: Roles Involved
Business relationship manager – relationships with customers, customer needs
Demand manager – understanding, predicting and influencing customer demand
IT steering group (ISG) – provides direction and strategy for IT services
Financial manager – managing an IT service provider’s budgeting, accounting and charging requirements
Service strategy manager – supports the IT steering group
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 10
2) Service Design: Basic Concepts
The objective of service design is to develop and design new, or changed, IT services, as well as incorporating changes and improvements to existing services.
Q: How would you relate service design to quality, total cost of ownership (TCO), governance and satisfaction?
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 11
2) Service Design: Process
Service design processes
– Design coordination:
– Service catalogue management
– Service level management
– Risk management
– Capacity management
– Availability management
– IT service continuity management
– Information security management:
– Compliance management
– Architecture management
– Supplier management
The University of Sydney
Page 12
2) Service Design: Roles Involved
Applications analyst
Capacity manager
Availability manager
Compliance manager
Enterprise architect
Information security manager Risk manager
IT service continuity manager Service catalogue manager Service design manager
Service level manager
Service owner
Technical analyst Supplier manager
Q: Why do you need these roles? Justify your response.
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 13
3) Service Transition: Basic Concepts
The objective of service transition is to build and deploy IT services.
Service transition also makes sure that changes to services and processes are carried out in a coordinated way.
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 14
3) Service Transition: Process
Service Transition
– Change management
– Change evaluation:
– Project management:
– Application development
– Release and deployment management
– Service validation and testing:
– Service asset and configuration management
– Knowledge management
The University of Sydney
Page 15
3) Service Transition: Roles Involved
Application developer
Change advisory board (CAB)
Change manager
Configuration manager
Emergency change advisory board (ECAB) Knowledge manager
Project manager
Release manager
Test manager
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 16
4) Service Operation: Basic Concepts
The objective of ITIL service operation is to ensure that IT services are delivered effectively.
Responsible for the ‘business as usual’ activities
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 17
4) Service Operation: Process
Service Operation Processes
– Event management
– Incident management
– Request fulfilment
– Access management
– Problem management
– IT operations control
– Facilities management
– Application management:
– Technical management
The University of Sydney
Page 18
4) Service Operation: Roles Involved
First level support – register and classify received incidents and the team undertake an immediate effort in order to restore a failed IT service as quickly as possible.
Second level support – This team will take over incidents that cannot be solved immediately by first level support, will request external support,
Third level support – hardware or software manufacturers (third-party suppliers)
Access manager
Facilities manager
Incident manager
IT operations manager
IT operator
Major incident team
Problem manager
Service request fulfilment group
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 19
5) Continual Service Improvement: Basic Concepts
Continual service improvement (CSI) will provide guidance in creating and maintaining value for customers through better design and more efficient operation of services.
In continual improvement, some improvements are visible in each of the stages in service lifecycle.
Q: Provide an example of Continual service improvement (CSI) – 3 hours of process completion time?
The University of Sydney Source: Thejendra, B. S. (2014). Practical IT Service Management: A concise guide for busy executives Page 20
5) Continual Service Improvement: Process
Continual Service Improvement Processes
– Service review:
– Process evaluation:
– Definition of CSI initiatives:
– Monitoring of CSI initiatives
The University of Sydney
Page 21
5) Continual Service Improvement: Approach
Q: Can we apply this approach to any improvement plan?
The University of Sydney Source: IT Service Management – Support for your ITSM Foundation exam (Sansbury et al., 2016) Page 22
Class Exercise 1: Case Study
Access link: Designing in-store services for better customer experiences
The University of Sydney Page 23
Class Exercise 1: Case Study
Access the following link and answer the question https://www.customerexperience.com.au/case-studies/designing-in-store-
services-for-better-customer-experiences
Q1: What did you learn from the case study in terms of service design? What roles are potentially connected to the service design?
Room 1-5 write your response here https://docs.google.com/document/d/1PssKv–
XsuftmnK8rDQ0wIU0JI8x47IlAUo-0roC_TY/edit?usp=sharing
The University of Sydney Source link: Designing in-store services for better customer experiences Page 24
Class Exercise 2: Case Study
Service NSW set out to deliver an omni-channel strategy focused on the customer, using all channels to create one, unified experience for the customers.
The University of Sydney Source adapted: PowerPoint Presentation (spp.com.au) Page 25
Class Exercise 2: Case Study
Explore the service strategies and service design strategies applied at NSW Government digital services.
The University of Sydney Source adapted: Strategy In Action | Digital.NSW Page 26
Class Exercise 2: Case Study
Access the following link and answer the question https://www.digital.nsw.gov.au/beyond-digital/strategy-in-action
Q2: What did you learn from the case study in terms of service strategies and service design strategies used by NSW government.
Room 6-10 write your response here https://docs.google.com/document/d/18gR_LW6TigxLlyEemnyY0UZV2Y1Azp
Bv0WxkmML33aI/edit?usp=sharing
The University of Sydney Source adapted: Strategy In Action | Digital.NSW Page 27
Knowledge Test
Knowledge Test Format
– Week11,at6:00pm,lecturetime,18May
– Coverage:weeks4-9,includinglectures,casestudies,andclass practices
– 5-6descriptiveandanalyticalquestions,lengthofresponsewillvary.
– Open-bookonlinetestusingCanvas
– Duration90minutes
– Nolectureonthetestdayinweek11
– AnyquestionsontheKnowledgeTest?
The University of Sydney
Page 28
Announcement (if any)
Q &A?
Thanks everyone !
The University of Sydney Page 29