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

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: 1.Service design 2.Service transition 3.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 OGCs Best Management Practice site OGCs Best Management Practice site

6. Application Lifecycle Mgmt Governance Development Operations Business case made DeploymentRelease Business Case Development Project Portfolio Management Application Portfolio Management Software Dev Lifecycle I Software Dev Lifecycle II Maintenance MonitorRoll out updates

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 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.

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

13. Questions?

14. NEWS PRESENTATION