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CHAPTER 3<br />
ITIL Service Lifecycle<br />
The ITIL service management framework we have today was not born overnight. It has<br />
evolved through years of trials, errors, and endurances. Service organizations learned<br />
the art of IT service management through trial and error. The practices that worked were<br />
continued forward, and these successful practices and activities laid the <strong>foundation</strong> for<br />
the ITIL as we know it today.<br />
My first experience of ITIL was the second version of ITIL, two versions previous to<br />
the current version. When I picked it up (ITIL v2) and read through it, cover to cover, I was<br />
amazed at how all the aspects of service management were brought forth and shaped. So<br />
when ITIL v3 was introduced, a reporter who had insight into the changes described ITIL<br />
v3 as a paradigm shift and strategically different. And my first taste of ITIL v3 just blew my<br />
socks away!<br />
While ITIL v2 introduced two silos—service delivery and service support—to carry<br />
out various service management activities, ITIL v3 spun a story in the service management<br />
world that brought about the idea of creating an IT service, progressing onward to further<br />
developmental and deployment stages of IT services. The IT service story in ITIL v3 is a<br />
good one. Its flow and logic make it rugged, flexible, and adaptable to IT service provider<br />
organizations.<br />
In this chapter, I will introduce the lifecycle of IT services and how a service can be<br />
incepted, designed, built, tested, and transitioned into operations. The story does not end<br />
here; - it adopts Deming’s quality principles (discussed in chapter 8 - Continual Service<br />
Improvement) to provide momentum and mature over time.<br />
3.1 ITIL Service Lifecycle<br />
ITIL v3 (ITIL henceforth) was derived from various high-level activities that encounter an<br />
IT service, and each of these high-level activities were introduced as phases in the ITIL<br />
service lifecycle. The five phases are:<br />
1. Service strategy<br />
2. Service design<br />
3. Service transition<br />
4. Service operations<br />
5. Continual service improvement<br />
© Abhinav Krishna Kaiser 2017<br />
A. K. Kaiser, Be<strong>com</strong>e ITIL Foundation Certified in 7 Days, DOI 10.1007/978-1-4842-2164-8_3<br />
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