Introducing the Service Lifecycle

In Figure 1.4 you can see the ITIL core, which represents the five ITIL service lifecycle publications. The publications explore the processes and concepts for each lifecycle stage and how they interact with each other. Each lifecycle stage feeds into the others, with the stage of continual service improvement interacting with all of the others. Each of the publications provides guidance on a particular aspect of service management and builds to form an integrated approach.

FIGURE 1.4 The ITIL service lifecycle

Based on Cabinet Office ITIL material. Reproduced under license from the Cabinet Office.

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The following are the five ITIL publications:

Service Strategy This covers the core of the lifecycle, setting the strategic approach for service management activities.
Service Design This provides guidance on the design and development of services according to the requirements of the customer and the strategic approach.
Service Transition This provides guidance on the transition of new or changed services into the live environment, including the development and improvement of capabilities.
Service Operation This covers the management of the day-to-day delivery of services, including optimizing effectiveness and efficiency.
Continual Service Improvement This provides guidance on the maintenance of value creation and continual alignment to changing business needs.

We review each stage of the service lifecycle in the following chapters.

In each chapter, we explore aspects of the concepts and processes in each lifecycle stage:

  • Chapters 2 and 3: Service Strategy
  • Chapters 4, 5, 6, and 7: Service Design
  • Chapters 8 and 9: Service Transition
  • Chapters 10, 11, and 12: Service Operation
  • Chapter 13: Continual Service Improvement

Each chapter considers the capabilities that have a direct effect on the service provider’s performance and delivers structure to the service management enterprise by describing principles and processes for best practices.

ITIL guidance can and should be adapted to support your specific organizational environment and strategy. The core publications are designed to provide a flexible approach that can be incorporated into any size or type of environment.

To assist with the adaptation and tailoring your approach to its use, the core is supported by complementary publications. These are often specific to a particular industry sector and help with the provision of context when utilizing the generic guidance. Complementary publications are available from a variety of sources, including online resources and documentation.

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