Appendix D: Examples of inputs and outputs across the service lifecycle
This appendix identifies some of the major inputs and outputs between each stage of the service lifecycle. This is not an exhaustive list and is designed to help understand how the different lifecycle stages interact. See Table 3.1 for more detail on the inputs and outputs of the service transition stage.
| Lifecycle stage | Examples of inputs from other service lifecycle stages | Examples of outputs to other service lifecycle stages |
|
Service strategy |
Information and feedback for business cases and service portfolio Requirements for strategies and plans Inputs and feedback on strategies and policies Financial reports, service reports, dashboards, and outputs of service review meetings Response to change proposals Service portfolio updates including the service catalogue Change schedule Knowledge and information in the service knowledge management system (SKMS) |
Vision and mission Strategies, strategic plans and policies Financial information and budgets Service portfolio Change proposals Service charters including service packages, service models, and details of utility and warranty Patterns of business activity and demand forecasts Updated knowledge and information in the SKMS Achievements against metrics, KPIs and CSFs Feedback to other lifecycle stages Improvement opportunities logged in the CSI register |
|
Service design |
Vision and mission Strategies, strategic plans and policies Financial information and budgets Service portfolio Service charters including service packages, service models, and details of utility and warranty Feedback on all aspects of service design and service design packages Requests for change (RFCs) for designing changes and improvements Input to design requirements from other lifecycle stages Service reports, dashboards, and outputs of service review meetings Knowledge and information in the SKMS |
Service portfolio updates including the service catalogue Service design packages, including:
Information security policies Designs for new or changed services, management information systems and tools, technology architectures, processes, measurement methods and metrics SLAs, OLAs and underpinning contracts RFCs to transition or deploy new or changed services Financial reports Updated knowledge and information in the SKMS Achievements against metrics, KPIs and CSFs Feedback to other lifecycle stages Improvement opportunities logged in the CSI register |
|
Service transition |
Vision and mission Strategies, strategic plans and policies Financial information and budgets Service portfolio Change proposals, including utility and warranty requirements and expected timescales RFCs for implementing changes and improvements Service design packages, including:
Input to change evaluation and change advisory board (CAB) meetings Knowledge and information in the SKMS |
New or changed services, management information systems and tools, technology architectures, processes, measurement methods and metrics Responses to change proposals and RFCs Change schedule Known errors Standard changes for use in request fulfilment Knowledge and information in the SKMS (including the configuration management system) Financial reports Updated knowledge and information in the SKMS Achievements against metrics, KPIs and CSFs Feedback to other lifecycle stages Improvement opportunities logged in the CSI register |
|
Service operation |
Vision and mission Strategies, strategic plans and policies Financial information and budgets Service portfolio Service reports, dashboards, and outputs of service review meetings Service design packages, including:
Service level agreements (SLAs), operational level agreements (OLAs) and underpinning contracts Known errors Standard changes for use in request fulfilment Information security policies Change schedule Patterns of business activity and demand forecasts Knowledge and information in the SKMS |
Achievement of agreed service levels to deliver value to the business Operational requirements Operational performance data and service records RFCs to resolve operational issues Financial reports Updated knowledge and information in the SKMS Achievements against metrics, KPIs and CSFs Feedback to other lifecycle stages Improvement opportunities logged in the CSI register |
|
Continual service improvement |
Vision and mission Strategies, strategic plans and policies Financial information and budgets Service portfolio Achievements against metrics, key performance indicators (KPIs) and critical success factors (CSFs) from each lifecycle stage Operational performance data and service records Improvement opportunities logged in the CSI register Knowledge and information in the SKMS |
RFCs for implementing improvements across all lifecycle stages Business cases for significant improvements Updated CSI register Service improvement plans Results of customer and user satisfaction surveys Service reports, dashboards, and outputs of service review meetings Financial reports Updated knowledge and information in the SKMS Achievements against metrics, KPIs and CSFs Feedback to other lifecycle stages |
