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Service Lifecycle
Instructor: Pankaj MehraTeaching Assistant: Raghav Gautam
Lec. 8May 6, 2010
ISM 158
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– Financial mgmt,
Business perspective
• Design– Capacity, availability,
continuity and security
• Deployment– Support and testing
• Operation– Incident mgmt, SLA
monitoring
• Continuous Improvement• Metrics, reporting and ROI
Comprehensive Framework
OGC’s Best ManagementPractice site
Application Lifecycle Mgmt
Governance
Development
Operations
Businesscase made
Deployment Release
BusinessCase
Development
ProjectPortfolio
Management
ApplicationPortfolio
Management
Software DevLifecycle I
Software DevLifecycle II
Maintenance
MonitorRoll outupdates
Roll outupdates
Roll outupdates
IT Service Composition (Cloud)
Topics for Discussion
• Do you see the parallels between these?
• Do you start to recognize common patterns of business-aligned 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 Joshi, et al to learn about the metrics used at different stages of the service lifecycle
• Points to ponder:– Which of the
metrics apply broadly to all applications, and which are unique to IT services or the cloud setting?
Where to learn more
• UK OGC:– Best management practice
http://www.best-management-practice.com/officialsite.asp?DI=597910&trackID=002192
– ITIL Lifecycle Streamhttp://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