service lifecycle placemat v3
DESCRIPTION
TRANSCRIPT
Yale Service Lifecycle 360°
– 30 daysService Transition
Meetings
Tier I teams notified, client readiness
and plans verified
ServiceCharter
- 60 daysSecurity Design Review
SDR completed in coordination with a Solution Blueprint
– 40 daysService Management
Profile
Includes KB article & templates, web page of Service Description, and
any Request forms related to the service
– 2 weeksCAB
The latest to present is 2 weeks
prior to go-live
ROCReady to Serve (RTS) Operating Committee
Projects < $50K or without strategic
impact
TOCTechnology Operating
Committee
Projects > $50K, Client Funded, and those approved
by officers as part of the portfolio
StrategicCommittees
Build a Roadmap of Projects as part of a program. Work with Strategic Committee
Idea!New Service project can take one of two paths, off cycle or conceived during the
annual cycle
Launching a NEW Service
Funding ApprovedWork Can
Begin
Build A Charter
The Service or Improvement is now
ACTIVE!
GO LIVE
Successful Service Launch! The Service is now in the Operations Phase. Monitor Service
Metrics
Off-Cycle
Annual Cycle
University Officer Review
Portfolio Review and Approval
Process
TICTechnology Initiatives
Committee
Reviews Program Roadmaps and Builds
Annual Portfolio
Serv
ice
Intr
oduc
tion
IAM and Provisioning
Start early if provisioning is
required
TACTechnology Architecture
Committee
Reviews the portfolio
Communications Plans
Build and begin communications and marketing campaign
about the Introduction of the service
Serv
ice
Artif
acts
Training Plan CM410
Communications Check List
Support Model & PlanCM330
Test PlanAP410
Run BookTA500
Service Management
Profile
Security Design Review
Qualtrics
Solution Blueprint
AP100
PM000 CharterInfrastructure Build
PlanTA200
Vendor Contracts
3-5 Year Strategic Plan
Service Roadmap
Service Vault Holds key service information which makes up the Service
Design Package (SDP)
The content created during an initial Service introduction is part of the Service Design Package. They are living service documents and become part of the repository
Service Strategy Service Design Service Transition Service Operations
Technical Architecture
Change Management
Information Security
Service Management
Governance
Activities
Documents
Processes
Elements of Service Design Package
Communications and Marketing Plan
Managing an Active Service
Incident ManagementServiceNow
ProblemManagementServiceNow
Request FulfillmentServiceNow
Access Management
Customer Feedback & Surveys
Service Marketing
Service Training
Governance Reports for Customers
Event Monitoring
Service Communication
Release & Deployment
Config & Asset Management ServiceNow
Knowledge ManagementServiceNow
ChangeManagementServiceNow
MonthlyScheduled as Needed
Continuous
Demand Management
QuickBase
Portfolio Management
QuickBase
Service Security Scans
Compliance Audits
Engage Strategic
Committees
Engage Client Governance
Quarterly
Financial Management Digital Fuel
Quarterly Business Review
Annual
ServicePortfolio Review
Service Board
Review Service Maintenance
Windows
Verify Service Capacity
Propose Service Improvement
Review and Update
Contracts
Activ
e Se
rvic
eYale Service Lifecycle 360° Prepared by Service Management
http://Itsm.yale.eduVersion: DRAFT 1.0Version Date: January 2013
Technical Architecture
Change Management
Information Security
Service Management
Governance
Activities
Documents
Processes
Review Service & Team Metrics
Reports
Training Plan CM410
Communications Check List
Support Model & PlanCM330
Test PlanAP410
Run BookTA500
Service Management
Profile
Security Design Review
Qualtrics
Solution Blueprint
AP100
PM000 – Project Charter
Infrastructure Build Plan
TA200
Vendor Contracts
3-5 Year Strategic Plan
Service Roadmap
Service Strategy Service Design Service Transition Service Operations
Technical Architecture
Change Management
Information Security
Service Management
Governance
Activities
Documents
Processes
Serv
ice
Artif
acts
Service Artifacts
Team MetricsReports
Customer Feedback & Surveys
Governance Reports for Customers
Customer Feedback & Surveys
Governance Reports for Customers
Service MetricsReports
Service MetricsReports
Service Roadmap(Updates)
3-5 Year Strategic Plan
(Updates)
Security Scan Results
Audit Compliance
Results
Audit Compliance
Results
Security Scan Results
Team MetricsReports
Continual Service Improvement
Service Roadmap
(Proposed CSI))
3-5 Year Strategic Plan
(Updates)
Contract Review and Updates
Updated Vendor
Contracts
Communications and Marketing Plan
Review Service DR and Resiliency
Plans
Yale Service Lifecycle 360°
– 30 daysService Transition
Meetings
Tier I teams notified, client readiness
and plans verified
Charter
- 60 daysSecurity Design Review
SDR ONLY if something significant has
changed!
– 2 weeksCAB
The latest to present is 2 weeks
prior to go-live
ROCReady to Serve (RTS) Operating Committee
Projects < $50K or without strategic
impact
TOCTechnology Operating
Committee
Projects > $50K, Client Funded, and those approved
by officers as part of the portfolio
StrategicCommittees
Work with Strategic Committee on prioritizing and sequencing the improvements
Your roadmap, metrics or customer satisfaction information leads to
service improvements
Funding ApprovedWork Can
Begin
Build A Charter
Hurray! I am a satisfied customer! What a great
a improvement!
GO LIVE
Successful Service Improvement Effort The
Service is now back in the Operations Phase.
Monitor Service Metrics to continue the cycle
Off-Cycle
Annual Cycle
University Officer Review
Portfolio Review and Approval
Process
TICTechnology Initiatives
Committee
Reviews Program Roadmaps and Builds
Annual Portfolio
Conti
nual
Ser
vice
Im
prov
emen
t
TACTechnology Architecture
Committee
(Your Service May NOT have any architecture changes for review)
Communications Plans
Update and plan communications
campaign about the service changes and
improvements
Continual Service Improvements
Training Plan CM410
Communications Check List
Support Model & PlanCM330
Test PlanAP410
Run BookTA500
Service Management
Profile
Security Design Review
Qualtrics
Solution Blueprint
AP100
PM000 CharterInfrastructure Build
PlanTA200
Vendor Contracts
3-5 Year Strategic Plan
Service Roadmap
Service Strategy Service Design Service Transition Service Operations
Technical Architecture
Change Management
Information Security
Service Management
Governance
Activities
Documents
Processes
Serv
ice
Artif
acts
Service Artifacts
Team MetricsReports
Customer Feedback & Surveys
Governance Reports for Customers
Service MetricsReports
Security Scan Results
Audit Compliance
Results
Continual Service Improvement
Communications and Marketing Plan
Communications Plan Updates ONLY
ServiceCharterUpdate
– 40 daysService Management
Profile
Includes Web pages, KB articles, service
description update & any templates
Solution Blueprint
Update ONLY If needed
Security Design Review
Update ONLY If Needed
Service/ProjectCharterUpdate
Service Management
ProfileUpdate Knowledge
& WebsiteTraining Plan Updates ONLY
Marketing Plan Updates ONLY
Test PlanUpdates ONLY
Vendor Contracts
Updates ONLY
Service Transition Meetings
Tier I teams notified, client readiness and
final FAQ’s on service sunset
Charter
Update Service Management
Profile
Includes KB article retirement, web page ,
& catalog sunset
CAB
The CAB will review the final
decommission steps, including all related
CI’s in the CMDB
Vendor Management
Contract Management begins immediately if unplanned in annual
review
Service Sunset
Off-Cycle
Annual Cycle
Infrastructure Shutdown Plan
Production Services will work with Service
Owners on this plan
Team Resource Plans
Update team resource plans to reflect capacity
Financial Update
Update financial plans, projections,
rates, & billing systems
IAM and Provisioning
Related provisioning activities may also
need sunset planning
Data Archive
A data migration or archive plan may be
needed. Socialize this with key stakeholders
Communicate early and often with our partners and key
stakeholders! Let them know what to expect!
Decommission Complete
Successful Service Decommission! The
Service is inactive and no longer available
Serv
ice
Suns
et
Communications Plans
Build and begin communications
campaign about Service retirement
Yale Service Lifecycle 360°
Strategic Committees
The retirement of a Service should also be
on the roadmap
Training Plan CM410
Communications Check List
Support Model & PlanCM330
Test PlanAP410
Run BookTA500
Service Management
Profile
Security Design Review
Qualtrics
Solution Blueprint
AP100
PM000 Charter
Infrastructure Build Plan
TA200
Vendor Contracts
3-5 Year Strategic Plan
Service Roadmap
Service Strategy Service Design Service Transition Service Operations
Technical Architecture
Change Management
Information Security
Service Management
Governance
Activities
Documents
Processes
Serv
ice
Artif
acts
Service Artifacts
Team MetricsReports
Customer Feedback & Surveys
Governance Reports for Customers
Service MetricsReports
Security Scan Results
Audit Compliance
Results
Continual Service Improvement
Communications and Marketing Plan
ServiceCharterUpdate
Communications Plan
Service/Projec
tCharterUpdate
Service Management
ProfileUpdate Knowledge
& Website
Marketing PlanVendor
ContractsONLY If needed
Infrastructure (Decommission)
Plan
Once the service is sunset, we archive records & make
CMDB CI’s inactive