Certified Service Management Professional (CSMP)

Session 04: The Supporting Lifecycles

This session familiarizes the candidate with nine significant lifecycles that support the service lifecycle, engaging and disengaging on a case-by-case basis.

This session is comprised of six lessons:


Lesson 15: Introduction to the Supporting Lifecycles

This lesson introduces the concept of supporting lifecycles and briefly describes the general role of each and the conditions under which each may be engaged or disengaged.

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Lesson 16: The Service Requirement Lifecycle

This lesson explores the six step lifecycle of a requirement, from its elicitation (discovery) to translation into a design specification. 

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Lesson 17: The Service Request lifecycle

The service request is the single container for all requests for work of the service organization. This lesson discusses the different types of service requests, standard and model requests, and the lifecycle that spans a minimum of nine major activities.  It also discusses common lifecycle stages, and in detail three specific cycles: Incident, Problem and Change Management.

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Lesson 18: The Service Provision Lifecycle

This lesson discusses a significant subset of the service lifecycle in the form of the service provision (sub) lifecycle.  The provision subset spans the opportunity to commission stages and has important interfaces with acquisition (procurement) and service planning activities.  Additional topics include:

  • General provisioning sequence
  • Linking defects in the lifecycle stages to improvement methods

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Lesson 19: The Service Operations Lifecycle

This lesson discusses another significant subset of the service lifecycle in the form of the service operation (sub) lifecycle , spanning th eoperte to retire stages.  

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Lesson 20: The Service Event Lifecycle

This lesson discusses the generl sequence followd by service infrastructure events, from correlation, through moderation as an alert, to the triggering of a service level indicator and breaching of a service guarantee. The lesson discusses the significant concept of a service level indicator, a concept missing from most, if not all recognized frameworks and mission-critical element.

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Lesson 21: The Service Support Lifecycle

Support services should be designed and custom-fit to the need and stated service objective.  When initiated, support activities follow a general cycle  that includes incidents, problems and requsts.

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Lesson 22: The Service Revision Lifecycle

The revision lifecycle is used to apply the four types of changes that affect system services.  The topics included in this lesson include:

  • Key inputs to the revision lifecycle
  • The major activities within the revision lifecycle
  • The role of service request, service customer, service release and service change management
  • The role of service planning and the key deliverable of the service revision program
  • The management demand for ‘Lean’

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Lesson 23: The Service Release Lifecycle

This lesson explores the six step lifecycle of a release, from the definition of the strategy to its verification and assurance after installation, and includes the service asset lifecycle.  


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Lesson 24: The Service Change Lifecycle

This lesson explores the six step lifecycle of a change, from the clarification of a need for a change, to its evaluation after implementation.  


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