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1. ITIL® V3 Service Lifecycle Inputs & Outputs
ITIL V3 Service Lifecycle
Key Inputs and Outputs
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2. ITIL® V3 Service Lifecycle Inputs & Outputs
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3. ITIL® V3 Service Lifecycle Inputs & Outputs
Trademarks and Acknowledgements
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4. ITIL® V3 Service Lifecycle Inputs & Outputs
Table of Contents
Service Strategy
Service Strategy
Define Market
Service Design
Service Design
Service Transition
Service Transition
Define Offering
Catalog
Service Level
Change
Configuration
Execution Prep
Define Assets
Capacity
Availability
Release
Evaluation
Portfolio
Demand
Continuity
Security
Testing
Transition Support
Risk
Financial
Strategy Creation
Supplier
Knowledge
Service Operation
Service Operation
Continual Service Improvement
Continual Service Improvement
Incident
Request
CSI Model
PDCA
Problem
Access
7 Step Method
Measure & Report
Event
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5. ITIL® V3 Service Lifecycle Inputs & Outputs
Service Strategy
Money, Services, Strategies, Customers, Economy, Opportunities, Patterns of Business Activity, User behavior, Capabilities, Resources, Constraints, Conflicts, Customer
assets, Customer Assets; Customer Outcomes / Wants / Needs
Inputs
Strategy Creation
Define Market
Define Offering
Execution Prep
Value creation, Decision on investments, AssetValue creation, Decision on investments, Assetbased Services, Utility-based Services,
based Services, outcomes, Services,
Identification of businessUtility-basedUnderstanding
Identification of understanding of opportunities
of customers, business outcomes, Understanding
of customers, understanding of opportunities
Define Assets
Strengths, Weaknesses, Distinctive Competencies,
Strengths, Weaknesses, Distinctive Competencies,
Business Strategy, Threat and Opportunities,
Business Strategy, Threat Critical Success
Prioritization of Investments,and Opportunities,
Prioritization of Investments, Critical Success
Factors
Factors
Closed-loop system, Service Design Requirements,
Closed-loop system, Service Design Requirements,
Service Transition Requirements, Service Operation
Service Transition Requirements, Service Operation
Requirements, Perspective, Position, Plan and
Requirements, Perspective, Position, Plan and
Pattern
Pattern
Portfolio
Demand
Risk
Inventories; Business Case; Service Portfolio;
Inventories; Value Proposition; Prioritization;
Authorization; Business Case; Service Portfolio;
Authorization; ValueResource allocation
Communication; Proposition; Prioritization;
Communication; Resource allocation
Identification of Market space, Outcome-based
Identification of Market space, Outcome-based
definition of services, Matching of Service portfolio to
definition of services, Matching (Service Pipeline,
market space, Service Portfolio of Service portfolio to
market space, Service Portfolio (Service Pipeline,
Service Catalogue, Retired Services), Business
Service Catalogue, of risks, Pricing, Lines of
cases, Identification Retired Services), Business
cases, Identification of risks, Pricing, Lines of
Service (LOS)
Service (LOS)
Financial
Contract risk, Design Risk, Operational Risks,
Contract risk, Design Risk, Operational Risks,
Market Risks, Service Provider Risks, Transfer of
Market Risks, Service Provider Risks, Transfer of
Risk
Risk
Core Service Packages; Service Level Packages;
Core of Service, Verified Patterns of Business
Lines Service Packages; Service Level Packages;
Lines of Service, VerifiedProfiles of Business
Activity, User Patterns
Activity, User Profiles
Service Valuation, service provisioning optimization,
Service confidence, service investment analysis,
planningValuation, service provisioning optimization,
planning confidence, service fees, compliance,
accounting, budgets, charges, investment analysis,
accounting, budgets, charges, fees, compliance,
service provisioning models
service provisioning models
Outputs
Perspective (Value), Position (Policies), Plans, Patterns of Action, Service Valuation (Provisioning Value); Demand Models; Service Portfolio; Service Provisioning Optimization
(SPO); Operating and Capital Plans; Regulatory and Environmentally-rated Plans; Service Investment Analysis; Compliance; Variable Cost Dynamic
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6. ITIL® V3 Service Lifecycle Inputs & Outputs
Service Design
Service Strategy; Corporate visions, strategies, objectives, policies and plans, business visions, strategies, objectives and plans, including Business Continuity Plans (BCPs),
Business information from the organization’s business and IT strategy, plans and financial plans, Business Impact Analysis, changes to service requirements, Business
requirements, Service Portfolio, CMS, Feedback from all other processes, Service Level Requirements, Business information: business strategy, financial plans, Business
Impact Analysis: impact, priority, risk and urgency, The Service, Customer and user feedback and comments
Inputs
The documentation and agreement of a ‘definition of
The documentation to the Service Portfolio: Status
the service’, Updates and agreement of a ‘definition of
the service’, Updates to the Service Portfolio: Status
of all services and requirements for services, The
of all servicesService Catalogue for services, The
and requirements
Service Catalogue
Catalog
Service Level
Business information: business strategy, financial
Business information: Analysis: impact, financial
plans, Business Impact business strategy,priority,
plans, urgency, The Service Portfolio, Pipeline
risk and Business Impact Analysis: impact, priority,
risk and urgency, The Service Portfolio, Pipeline
and Service Catalogue, Change information:
and Service of changes, CMS, information:
forward schedule Catalogue, ChangeCustomer and
forward schedule of changes, CMS, Customer and
user feedback and comments
user feedback and comments
CMS, Capacity Plan, Service performance
CMS, Capacity Plan, Service analysis and
information and reports, Workloadperformance
information and reports, Workload analysis and
reports, Ad hoc capacity and performance reports,
reports, Ad predictive reports, Thresholds, alerts
Forecasts andhoc capacity and performance reports,
Forecasts and predictive reports, Thresholds, alerts
and events, CDB
and events, CDB
Capacity
Availability
The Availability Management Information System
The Availability Management Information and
(AMIS), The Availability Plan, Availability System
(AMIS), The Availability Plan, Availability and
recovery design criteria and proposed, service
recovery new or changed services, Service
targets fordesign criteria and proposed, service
targets for new or changed services, Service
availability, reliability and maintainability reports of
availability, reliability and maintainability reports of
achievements, Component availability
achievements, Component availability
Service continuity and recovery plans, ITSCM policy
Service continuity plans , Emergency ITSCM policy
strategies , ITSCMand recovery plans, Response
strategies , ITSCM plans Emergency Response
Plan, Damage Assessment, Plan , Salvage Plan ,
Plan, Damage Assessment Plan , Salvage Plan ,
Vital Records Plan, Crisis Management and Public
Vital Records Plan, Crisis Management and Public
Relations Plan, Accommodation and Services Plan ,
Relations Plan, Accommodation and Services Plan ,
Security Plan
Security Plan
Continuity
Security
Security Management Policy, Security
Security Management Policy, Security
Management Information System (SMIS), Revised
Management Information System (SMIS), Revised
security risk assessment reports, Security controls,
security risk assessment reports, Security controls,
Audits and audit reports, Security test schedules
Audits and audit breaches and major Incidents
and plans, Securityreports, Security test schedules
and plans, Security breaches and major Incidents
reports, Supplier security policies
reports, Supplier security policies
Supplier
The Supplier and Contracts Database (SCD),
The Supplier and Contracts Database (SCD),
Supplier and contract performance information and
Supplier and contract performance information and
reports, Supplier and contract review meeting
reports, Supplier and contract review Plans
minutes, Supplier Service Improvementmeeting
minutes, Supplier Service Improvement Plans
(SIPs), Supplier survey reports
(SIPs), Supplier survey reports
Outputs
Service Design Package: Requirements, Service Design. Organizational Readiness Assessment, Service Lifecycle Plan
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7. ITIL® V3 Service Lifecycle Inputs & Outputs
Service Transition
Service Design Package: Service definition; Service structure; Financial/economic/cost model, resources, escalation procedures and critical situation handling procedures,
Design and interface specifications, Release design, Deployment plan, Acceptance Criteria, Policy and strategies for change and release; Request for Change; Change
proposal, Plans – change, transition, release, deployment, test, evaluation and remediation, Current change schedule and PSO, CMDB, release package, baseline, Test
results, test report, Change requests, purchase orders, acquisitions and service requests.
Inputs
Rejected RFCs, Approved RFCs, Change to the
Rejected RFCs, Approved RFCs, Change to the
services, service or infrastructure resulting from
services, service or infrastructure resulting from
approved RFCs, CI, Change schedule, Revised
approved RFCs, CI, Change Change decisions
PSO, Authorized change plans, schedule, Revised
PSO,actions, Change documents and records,
and Authorized change plans, Change decisions
and actions, Change documents and records,
Change Management reports
Change Management reports
Change
Configuration
Release and deployment plan, Completed RFCs for
Release and deployment plan, Completed RFCs for
the release and deployment activities
the release and deployment activities
Service notification, Updated service catalogue with
Service notification, Updated the new or changed
the relevant information about service catalogue with
the relevant information about the Management
service, New or changed Service new or changed
service, New or changed Service Management
documentation
documentation
Release
Evaluation
Configuration baseline of the testing environment,
Configuration out (including options environment,
Testing carried baseline of the testingchosen and
Testing encountered), Results from chosen and
constraintscarried out (including optionsthose tests,
constraints the results, e.g.Results from those tests,
Analysis of encountered), comparison of actual
Analysis expected results, comparison of actual
results with of the results, e.g.risks identified during
results with expected results, risks identified during
testing activities
testing activities
Testing
Transition Support
SACM provides input to all ITSM processes;
SACM provides input to all ITSM processes;
Assets, CMDB, Audit reports; Identification of CIs
Assets, CMDB, Audit reports; Identification of CIs
Knowledge
Service Portfolio , Service package, Service
Service Portfolio , Test results and Service
Acceptance Criteria;Service package, report;
Acceptance Evaluation report
Criteria; Test results and report;
Evaluation report
Policies, processes and practices; service provider
Policies, processes Roles and responsibilities,
interfaces (SPIs), and practices; service provider
interfaces (SPIs), planning and estimation,
Transition resource Roles and responsibilities,
Transition resource planning and estimation,
Transition preparation and training requirements,
Transition preparation and training requirements,
The release and change authorization,
The release and change authorization,
Management Information, Transition Plan
Management Information, Transition Plan
Service Knowledge Management Base
Service Knowledge Management Base
Service Operation and Operations Staff
Service Operation and Operations Staff
Problem Management Staff and Transition Staff
Problem Management Staff and Transition Staff
Outputs
Approved service release package and associated deployment packages, Updated Service package, Updated Service Portfolio and service catalogue, Updated contract
portfolio, Documentation for a transferred or decommissioned service.
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8. ITIL® V3 Service Lifecycle Inputs & Outputs
Service Operation
Networks or computer operations , CMDB, Response from Incident matching against Problems and Known Errors, Resolution details, Response on RFC to effect resolution for
Incident(s), SKMS, SLA, OLA, UC, Service Catalogue, Design, Operational procedures, Incident details sourced from (for example) Service Desk, networks or computer
operations, Configuration details from the Configuration Management Database (CMDB), Response from Incident matching against Problems and Known Errors, Resolution
details, Service Desk, Incident Management
Inputs
RFC for Incident resolution; updated Incident record
RFC for Incident resolution; updated Incident record
(including resolution and/or Work-arounds),
(including resolution and/or Work-arounds),
Resolved and closed Incidents, Communication to
Resolved and closed Incidents, Communication to
Customers, Management information (reports)
Customers, Management information (reports)
Incident
Request
Self Help systems, Standard Operating
Self Help systems, Standard Operating
Procedures, Approvals, Changes
Procedures, Approvals, Changes
Problem
Access
Management Information, Problem Records , KEDB,
Management Information,Change Management
Work-around , RFCs to Problem Records , KEDB,
Work-around , RFCs to Change Management
Management Information; Confidentiality, Integrity,
Management Information; Confidentiality, Integrity,
Assess to Information, Identity; User information
Assess to Information, Identity; User information
Event
Incident Management, SNMP messages, which
Incident Management, SNMP messages, which
are a standard way of communicating technical
are a standard the of communicating technical
information about waystatus of components of an
information about the status of components of an
IT Infrastructure, Management Information Bases
IT Infrastructure, Management Information Bases
(MIBs) of IT devices, Vendor’s monitoring tools
(MIBs) of IT devices,software monitoring tools
agent Vendor’s
agent software
Outputs
RFC for Incident resolution; updated Incident record (including resolution and/or Work-around)
Resolved and closed Incidents, Communication to Customers, Management information (reports).
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9. ITIL® V3 Service Lifecycle Inputs & Outputs
Continual Service Improvement
Business Requirements, SLAs, OLAs UCs , Incidents, CFIA, FTA, Management of Risk, AMIS, Application Sizing, Change Model, Change schedules , CMS, Security Policy,
Cost Model, Service strategy plans, AM Plan, Configuration Plan, Problem reviews, Modelling, CMIS, PSO
Inputs
Business vision, mission, goals and
Business Baseline assessments,
objectives, vision, mission, goals and
objectives, Baseline assessments,
Measurable targets Service & process
Measurable targets Service & process
improvement, Measurements & metrics,
improvement, Measurements & metrics,
Current state, Future state, Roadmap to the
Current state, Future state, Roadmap to the
Future state, Achievement KPIs, Action Plans
Future state, Achievement KPIs, Action Plans
for continuous improvement
for continuous improvement
Required measures, realistic measures,
Required measures, realistic measures,
Collected data, statistical analysis,
Collected data, statistical analysis,
Improvement alternatives, recommendations,
Improvement alternatives, recommendations,
action plans
action plans
CSI Model
PDCA
Improved employee morale, New changed
Improved employee morale, New changed
services, More effective and efficient
services, More effective and Business
processes, Customer satisfaction, efficient
processes, Customer satisfaction, Business
results
results
7 Step Method
Measure & Report
Process and Service oriented Key
Process Indicator, Critical Success
Performance and Service oriented Key
Performance Indicator, Critical Success
Factors, SLA Reports, SCD Reports, AMIS
Factors, SLA Reports, SCD Reports, AMIS
Report, CDB Reports, Evaluation Reports
Report, CDB Reports, Evaluation Reports
Outputs
Service Management process recommendations, Audits, Reports, Updated Availability and Capacity Plans, Monitoring procedures, Identified tools to use, Monitoring plan,
Input on IT capability, Collection of data, Agreement on the integrity of the data, Improvements to Service Management, Services and Processes
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