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Service Lifecycle

Lec . 8 May 6, 2010 ISM 158. Service Lifecycle. Instructor: Pankaj Mehra Teaching Assistant: Raghav Gautam. Introduction. Image courtesy http://interfacing.com/uploads/File/servicelfcycle.jpg. Agenda. ITIL v3 Widely adopted framework created by UK OGC

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Service Lifecycle

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  1. Lec. 8 May 6, 2010 ISM 158 Service Lifecycle Instructor: Pankaj Mehra Teaching Assistant: Raghav Gautam

  2. Introduction Image courtesy http://interfacing.com/uploads/File/servicelfcycle.jpg

  3. 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: • Service design • Service transition • Service operation

  4. 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

  5. Comprehensive Framework OGC’s Best ManagementPractice site

  6. Application Lifecycle Mgmt Software DevLifecycle II Software DevLifecycle I BusinessCaseDevelopment ApplicationPortfolioManagement ProjectPortfolioManagement Governance Maintenance Development Operations Roll outupdates Roll outupdates Roll outupdates Monitor Businesscase made Deployment Release

  7. IT Service Composition (Cloud)

  8. 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?

  9. Example: HP BTO PPMC Consider the parallels between project portfolio management and product portfolio management

  10. 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?

  11. Where to learn more • UK OGC: • Best management practicehttp://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.

  12. In the next lecture … • Lecture by Raghav: • Techniques of Business Analytics • e.g., basket analysis for retail

  13. Questions?

  14. News PRESENTATION

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