Certified Service Management Professional (CSMP)

Session 03: The Service Lifecycle Stages

This session familiarizes the candidate with the key principles of service and the management of services.  The lesson uses occasional workshops and common service industry scenarios to help explore core concepts, skill perspectives, organizational models, and management criteria.

This session is comprised of four lessons:


Lesson 11: Lifecycle Concepts, Standards and Costs

This lesson introduces the generally stated concepts of a lifecycle, and the specification of lifecycle management documented within certain international standards.  The lesson also discusses the established discpline of lifecycle cost management.

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Lesson 12: Key Inputs to the Service Lifecycle

This lesson explores the key inputs to the singular input to the service lifecycle - the service request.  The topics include:

  • Multiple sources of an Improvement Statement
  • The sources of service catalog based service requests
  • The relationship between incidents and problems

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Lesson 13 Service Lifecycle Stages

All requests for service progress through a series of stages - the service lifecycle.  The service lifecycle within the USMBOK is unique for a number of reasons that include its respect of the 'service transaction engine', and level of detail.  The topics discussed include:

  • The Opportunity Stage
  • The Require Stage
  • The Define Stage
  • The Concept Stage
  • The Approve Stage
  • The Design Stage
  • The Develop Stage
  • The Assure Stage
  • The Deploy Stage
  • The Commission Stage
  • The Operate & Support Stage
  • The Maintain Stage
  • The Revise Stage
  • The Retire Stage

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Lesson 14: Service Lifecycle - Critical Artifact Path

Each stage of the service lifecycle requires a primary and secondary inputs, and produces one key and many important outputs.  This lesson discusses the primary inputs and outputs, the critical artifacts of each stage, and includes:

  • Service request
  • Opportunity statement
  • Vision and scope document
  • Service order
  • Preliminary service project plan
  • Service blueprint
  • Service charter... and nine more critical artifacts

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