Service Life Cycle Management: A Comprehensive Analysis

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Introduction:- This assignment consist of different weeks and each week tells about different topics,
basically this assignment is based on service life cycle in which each week tells about different functions of
life cycle like operation and life cycles etc. And assignment tells that how this service life cycle is working
and how process is carried out and what are the benefits and disadvantages.
WEEK 1:
Service Life Cycle: Service life cycle is a process that follows the different stages. This life cycle
tells that where the service in the market at current time. In other words we can say that it is a
process which is used to identify the stage in which the service is encountering at that time.
Service life cycle consist of four stages, they are following:
1) Introduction
2) Growth
3) Maturity
4) Decline
Figure 1
Introduction Stage: A new service or new form of current service is said to be in introduction
stage. It can be introduced on a small part and increase if the growth possible. generally this
stage are shorts. The advantage of this that many new services can be introduced on a small scale

and extended if the growth acceptance. If the small scale new services are introduced that it can
reduce the financial risk associated with the introduction.
Growth Stage: during the growth stage, the Industry increased rapidly and give new services to
the customer which is seeing a positive cash flow. Means the organisation launched a new
technology and give to the customer so that customer could use and then organisation can earn
easily.
Maturity Stage: During the maturity stage, the industry sales level off. The competitor becomes
very intense and they give a offer at lowest price and increased their sales by selling the product
at minimum cost and from that small firms can easily shaken out from the industry.
Decline Stage: During the Decline Stage, the industry sales decline, it happens because when a
new technology come into the market and from that the older technology automatically decline
and their sales also decreased. For example, TypeWritter service are declined when the
computers are launched into the market which result in a need for a computer services technique.
And the second one example is, the camera is replaced by the mobile phone because all the
functionality of the camera are inbuild in the mobile, so there is no need to buy camera , that is
why camera sells are decline after the new new mobile come into the market.
There are five stages of ITIL lifecycle for service:
 Strategy
 Design
 Transition
 Operation
 Continual Services Improvements

Figure 2
1) Service Strategy: this life cycle start with this stage name called Service Strategy. Or we can
say that it is the main part of the ITIL lifecycle. In order to get best services management in a
service we have to make a good service strategy. Business objective and striategy of the
organization should be long term vision of the service so the organization can get good
service from the provider. The business objective of the it industry provider organization
should be supported with service strategy. the main work of strategy is to describe guidelines
and objective for the management .
2) Service Design: the Second stage is Service Design. After making service strategy, the
services are turned into actions. These services and process are design to implement for the
better management. The service owner can any design as they want for their customer which
is useful for customer. to develop the design, we need to good team allocation to implement
this stage.
3) Service Transition: After making the service strategy and design, these services are go to
into a live . To implement this, we need of service transition. In other words, this stage
included preparation of services and process for the live environment. Before going to the
life, this stage testing of the services than can go live. After this stage, the services and
process are provide to the customer and it is ensure that there is no glitches and problem in
the services at the time of testing.
WEEK 2:

Service Operation: when we have transitioned the service and process to a live environment for
the use of customer then management of these services and processes are done in the Service
Operation stage. The service owner must ensure that the customer are satisfied with the services.
And he should also report when the issue is arise. All the management after first three stage are
come under t he service operation.
Continual Service Improvement: Services and process are planned stragetic and design for a
particular target but for better management and service we require more progressive monitoring
and controlling of service. In short we can say that after making the design , strategy , the
services are met to target then new target should be set and the service management aim to reach
those new target. To achieving and improvement those target Continual Service Improvement
stage is used.
When each phases of ITIL lifecycle works correctly then organization can rest assured that these
services will be aligned with their determined business strategy.
Business Relationship Management: this management deal with future needs of customer. And
it makes the relationship between customer and organization which means it take care of the
customer requirement, customer feedback, customer service and etc. if the customer will happy
by their service than the revenue will increase automatically which is all want organization. And
this is all possible if the customer and organization’s relationship is good.

Figure 3
It contains the following major process:
 Service portfolio
 Financial management
 Demand management
 Strategy management
Soft skills are required for this role are following:
 Good Communication skills
 Have enough Experience in business
 Service management skills
 Familiar with new technologies that are required for the job.
 Experience with services strategic.
Week-3

Service Life Cycle and Processes & Functions: -Service life cycle is an approach to IT service
management, which organize all sizes to manage full life cycle not only for IT service but for all
for any service offering. Life cycle is divided in 5 stages which are consist of 26 processes that
are offering for implementing IT service management. In this cycle each stage consist of a set of
process, principle and the activities which are related to area of IT service management. This life
cycle is focus on coordination and on control across the systems, processes, and some functions
which are need to determine, design and for support service which are mainly focus on
improvement of service and the process which are used.
Figure 4
Service operation:- Mainly service operation includes infrastructure, periodic activities and
processes that are used to deliver value to business by using technology. The main objective of
service operation is provide the IT services as per the service level agreement. Service operations
are very important for organizations and are also help to improve the service as periodic for
performance monitoring and for data gathering. There are some operations under the service
operations which are following as:-
1. Event management

2. Incident management
3. Problem management
4. Request fulfillment
5. Access management
 Event management, manages events through life cycle. And it consist of detection of events
and after that filter them and maintains a record.
 Incident management, restore the services which are disrupted and bring them in their normal
form and helps to minimize level of disruption on business.
 Problem management:- It is used to handle the problems which are not good for the operation
and helps to find out the main of cause of incident and resolve the problem in such a way that
the problem never occur in future.
 Request fulfillment:- Main work of request fulfillment is to deal with service request which
involves small changes like creation of new user IDs and password, usually it is not core
business of any company.
 Access management:- It is used to provide, the access to a authorized user for using a service
and helps to keep away the unauthorized users.
Continual Service Improvement:- It is a type of process which mainly focus on utilization of
techniques from quality management and also learns from its failures and success to increase
efficiency and effectiveness of services and process. The main focus of service improvement is
on maximizing effectiveness and also increases efficiency of ITSM. The main objective of
service improvement are following as:-
 A standard method is to be used for quality management.
 Increase cost-effectiveness without customer satisfaction level.
There are following processes which are under this service improvement:-
1. Service Review:- The main function of this method is to check the infrastructure and services
periodically. It also focus on improving the quality
2. Process Evalution:- It evalutes IT processes in a particular interval and also identify the
targeted areas where process is not reached.
3. Definition of CSI initiatives:- It is used to define the particular initiatives which needs
improve in the service and also in process.
4. Monitoring CSI initiatives:- It check the improvement initiatives and it also verify that
process are as per plan or not and if they are not it do the corrections where need.
Business Relationship Management:- It is used for maintaining a relationship with customers and
helps to identify the customer needs and service provider is responsible to meet all the customer
requirements. The business relationship management process also identify existing needs and
helps to meet all needs and requirements.

Figure 5
There are some sub process in BRM which are following as:-
 Maintain Customer Relationship:- The objective of this process is to understand the needs of
customer and provide the solutions to customer as per the requirements this process is also
maintaining the customer portfolio.
 Identify Service Requirements:- The objective of this process is to understand outcomes of a
service and to check that whether customer need is fulfilled or not by existing solution or is
there any need to provide a new solution.
 Sign up Customers to service:- Objective of this process to check requirements and service
level agreements.
 Customer Satisfaction Survey:- Objective of this process to check that whether customers are
satisfied or not with the services, or they need any type of change in services or in agreement.
It also check that services provided to customer are as per expectation or not if not then there
will be some change in service as per the customer requirements.
 Handle customer complaints:- The objective of this process is to record the complaints of
customers and to work on complaints if any change are needed. It mainly handle the
customer complaints and made the changes in service if needed.
 Monitor customer complaints:- Objective of this process is to monitor the status of customer
complaints and to take change if any needed.

Week-4
Financial Management for IT Services and Demand Management:- It is used to define the
values of service which are offered to the clients. In this process accounting, charging and
budgeting all are at the same level. There are some other benefits which are achieved by the ITIL
for financial which are following as:-
 Improved efficiency
 Service cost is low.
 Creating a common inventory for all software, hardware.
Importance of financial to service lifecycle:- Mainly financial is a complex process which is used
by all the organizations for conducting of business. It is a common language which help to
service provider to communicate with the customers. Financial management includes:-
 Helps to service provider for doing good in business.
 Helps to service provider for developing capabilities and decision making.
 Helps in business to identify documents.
 Provides values of service which are received.
Figure 6
Financial Management for IT service:- The main objective of financial for IT service is to secure
level of funding for design and develop. It identify balance between quality and cost and also
maintains balance in supply and provide the demand between customer and service provider.
Here are some objectives of financial management for IT service which are following as:-

 Always define a framework for identify and communicate cost of services which are
providing.
 Helps to secure funding for managing provision of service.
 Understand relationship between income and expenses.
Financial management in IT services includes 3 main process:- Budgeting, charging, accounting.
1. Budgeting:- This process deals with the prediction and control the income. Means in this
process, it easy to prediction and then work according to that prediction and by this income is
easily controlled. This is the main benefit of this step that it gives the early prediction which
helps to reduce or control in the income.
2. Accounting:- This process helps to enable IT organizations to account fully.
3. Charging:- This process include the bill of customers for service which are using by them.
Mainly in this process the customers has to pay the charges for the services which they are
using or accessing. This is the last in which customer has to pay the charges after using of
services by the user.
In these process two cycles are associated: a planning cycle and an operational cycle. A planning
cycle is used annually while operational cycle is used monthly and quarterly. Financial
management mainly provides the information or data which is important for generating
strategies. Each organization is applying rules according to their business, culture. Mainly the
financial management is an type of application for the IT services. Usually the financial
management provide a framework to IT services to manage all of its services. Here are the
policies that are impact on IT services:-
 What type of financial cost needs for tracking like it would be cost per desktop or may be it
consist total cost of all desktops.
 How to manage taxes, how cost is reported.
And for this an individual policy is to be made whether IT will be lost or profit center. And this
decision is implemented by the organizations not by the IT management.
Demand management:-
Demand management is mainly used for manage the demands for services and products. It
mainly focuses on the total volume of product rather on the individual product and sometimes it
also called as strategic spend management. Demand management helps in purchasing technique.
Key points when applying to the demand management:-
 It includes options for discounts.
 Always time impact on pricing.
 Give small precise to describe the process.
Here are the some advantages of the demand management which are following as:-

 Screens growth and try to decline quantity between suppliers.
 Monitors all expenditure.
Now a days demand management is developing into a wide strategy across many organizations
like financial institutions and telecom etc.
Demand management is used to generate new ideas , projects and it is very important when final
output is given to prioritize and select a strategy. It is important in many ways and useful in IT
field and in may organizations which helps to find the disadvantages and improve the growth.
Week -5
Capacity management
Capacity management is a management in which we are check that resources of information
technology are for current requirements and requirement which is work in future of the
organization. And this manner have to be in cost effective manner. ITIL is a framework in which
the interpretation described. In the ITIL version 3 describe this process as comprising 3 sub-
processes. First one is capacity management of business , second one is capacity management of
service, and the third one and last one is component capacity management.
IT service changes and develop the functionality and the amount of central processing units.
They change also changes the amount of information to physical or virtual server. If demand
those are made currently are understandable, and how they change the over time, these
approaches offer capacity planning and by this the growth of the IT service become easier and
less reactive. Capacity management is concerned with:
1. Performance check by monitoring, load on server, server farm
2. Data measurement by analysing the performance
3. Analysing the impact on capacity by new releases.
4. Performance tuning of activities for check and confirming the most efficient use by
infrastructure.
5. Solving problems and understand demand in the basis of plans.
6. Putting the impact or the effect on demand resources.
IT Service Continuity Management
ITIL is framework which provide a practice guild lines for end point management services. It
covers all the things like people, products, processes, and partners. Currently all the companies
those are providing IT services to customer are practiced in ITTL.

Figure 7
The tasks and checklist which are describe in ITIL are not specified by organization. But it
implement by any organization. ITIL provides a framework to organizations plan, implement and
measure IT services.
ITIL was published by HMSO in UK in 1989. It was published on the behalf of organisation
named CCTA.
Why required ITIL?
Business managers and IT managers who is deliver the service to the customers in an effective
manner are use ITIL service framework for gaining the confidence and satisfactions of
customers. There are various areas where ITIL plays a main role:
1. Strategic planning of business and IT.
2. Continuous improvement in implementing
3. Integrating IT goals and business goals.
4. Retaining the right resource
5. Aligning IT goals and business goals.
6. Reducing total cost of ownership.
7. Exhibit business to IT.
8. Achieving value for money
9. Demonstrating the value of money
10. Continuously improving delivery of projects.
11. Constantly managing the business and change in IT