Service life cycle is crucial to understand the delivery of any service from end to end. Most organizations have established processes for project management, product delivery management and service management. However, a complete and harmonized framework that combines these processes rarely exists. A key challenge is taking ownership of the combined processes, due to the frictions that exist at the interfaces between them. Service life cycle helps to resolve this challenge by establishing a harmonized framework, including the supporting governance, to ensure the consistent end-to-end delivery and sustenance of products or services.
Understanding and embracing service life cycle facilitates effective product or service design, development, delivery, support, and retirement. Service life cycle provides a preferred way to measure and understand total cost of ownership of delivering a product or service. Figure 10 shows a service life cycle framework, which can be customized or used as a reference to develop an organization service life cycle framework.
[amazon_carousel widget_type=”SearchAndAdd” width=”600″ height=”200″ title=”” market_place=”US” shuffle_products=”False” show_border=”False” keywords=”IT service delivery life cycle” browse_node=”” search_index=”Books” /]
The service life cycle framework in Figure 10 includes the supporting governance, stages and performance assessment steps to achieve service excellence. An organization service life cycle framework, with the supporting governance, provides clarity on teams interactions, roles and responsibility. A practical service life cycle framework facilitates stakeholders’ collaboration to produce superior results.
Supporting governance includes corporate/service strategy, service portfolio management, service delivery management and service operations management. Service strategy defines the organization’s service delivery vision, goals and strategic choices. Service portfolio management includes project and product portfolios management. Service delivery management includes product/service design, development and delivery. Service operations management includes product/service operations, post-delivery support and retirement. Product/service renewal requires the collaboration of service portfolio management, service delivery management and service operations management.
In a service oriented organization, a practical service life cycle framework facilitates single point of accountability and/or responsibility. Team performance reward is paramount, without diminishing or eliminating individual performance reward. When deliverables are assigned, the assignee is responsible for completing it as agreed and gets support from others as needed. This diminishes the emphasis on job description and enables team members to focus their efforts on delivering results. Team members are willing to make things work. A service oriented approach has proven to deliver greater successes than other alternatives.