lecture 8 Service Lifecycle

offbeatnothingSoftware and s/w Development

Dec 2, 2013 (3 years and 8 months ago)

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Service Lifecycle

Instructor: Pankaj Mehra

Teaching Assistant:
Raghav

Gautam

Lec
. 8

May 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 Management

Practice site

Application Lifecycle Mgmt

Governance

Development

Operations

Business

case made

Deployment

Release

Business

Case

Development

Project

Portfolio

Management

Application

Portfolio

Management

Software Dev

Lifecycle I

Software Dev

Lifecycle II

Maintenance


Monitor


Roll out

updates

Roll out

updates

Roll out

updates

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 Stream

http://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?




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