The document outlines Yale's Service Lifecycle 360 process for managing IT services, including launching new services, managing active services, continual service improvements, and sunsetting services. The process involves building charters, governance reviews, infrastructure planning, communications, and updating service artifacts throughout the lifecycle. Key steps include strategic planning, design reviews, transition planning, operations management, and continual feedback/improvement.

1. Yale Service Lifecycle 360
Service Introduction
- 60 days
Launching a NEW Service
Idea!
New Service project can take one of two
paths, off cycle or conceived during the
annual cycle
Security Design Review
Service
Charter
Build A Charter
Off-Cycle
SDR completed in
coordination with a
Solution Blueprint
IAM and
Provisioning
The Service or
Improvement is now
ACTIVE!
Start early if
provisioning is
required
Funding
Approved
Work Can
Begin
Annual
Cycle
Strategic
Committees
Build a Roadmap of
Projects as part of a
program. Work with
Strategic Committee
TIC
Technology Initiatives
Committee
Reviews Program
Roadmaps and Builds
Annual Portfolio
University
Officer
Review
TAC
TOC
ROC
Technology
Architecture Committee
Technology Operating
Committee
Ready to Serve (RTS)
Operating Committee
Reviews the portfolio
Portfolio Review
and Approval
Process
Projects > $50K, Client
Funded, and those approved
by officers as part of the
portfolio
Projects < $50K or
without strategic
impact
Communications
Plans
Build and begin
communications and
marketing campaign
about the Introduction
of the service
– 40 days
Service Management
Profile
Includes KB article &
templates, web page of
Service Description, and
any Request forms
related to the service
– 30 days
– 2 weeks
Service Transition
Meetings
CAB
Tier I teams notified,
client readiness
and plans verified
The latest to
present is 2 weeks
prior to go-live
GO LIVE
Successful Service
Launch! The Service is
now in the Operations
Phase. Monitor Service
Metrics
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
Elements of Service Design
Package
Service Strategy
Service Design
Service Artifacts
Service
Roadmap
3-5 Year
Strategic Plan
PM000 Charter
Vendor
Contracts
Security Design
Review
Qualtrics
Service Vault
Service Transition
Infrastructure Build
Plan
TA200
Solution
Blueprint
AP100
Communications
Check List
Service
Management
Profile
Service Operations
Training Plan
CM410
Run Book
TA500
Support Model
& Plan
CM330
Holds key service information
which makes up the Service
Design Package (SDP)
Test Plan
AP410
Governance
Communications
and Marketing Plan
Information
Security
Service
Management
Activities
Processes
Technical
Architecture
Change
Management
Documents

2. Yale Service Lifecycle 360
Continuous
Managing an Active Service
Release &
Deployment
Active Service
Incident
Management
ServiceNow
Problem
Management
ServiceNow
Knowledge
Management
ServiceNow
Request
Fulfillment
ServiceNow
Config & Asset
Management
ServiceNow
Scheduled as Needed
Access
Management
Event
Monitoring
Service Artifacts
Prepared by Service Management
http://Itsm.yale.edu
Service
Marketing
Demand
Management
QuickBase
Service Training
Service
Communication
Change
Management
ServiceNow
Service
Metrics
Reports
Service
Roadmap
(Updates)
Service
Security Scans
3-5 Year
Strategic Plan
(Updates)
Governance
Reports for
Customers
Quarterly
Governance
Reports for
Customers
Engage
Strategic
Committees
Portfolio
Management
QuickBase
Governance
Monthly
Engage Client
Governance
Version: DRAFT 1.0
Version Date: January 2013
Financial
Management
Digital Fuel
Customer
Feedback
& Surveys
Quarterly
Business
Review
Information
Security
Annual
Service
Management
Review Service
Maintenance
Windows
Review and
Update
Contracts
Processes
Technical
Architecture
Change
Management
Documents
Service
Portfolio
Review
Service Board
Verify Service
Capacity
Review Service &
Team Metrics
Reports
Review Service
DR and Resiliency
Plans
Activities
Propose Service
Improvement
Contract Review
and Updates
Compliance
Audits
Audit
Compliance
Results
Security Scan
Results
Customer
Feedback
Team Metrics
& Surveys
Reports
Service
3-5 Year
Roadmap
Strategic Plan
(Proposed CSI)) (Updates)
Updated
Vendor
Contracts
Continual Service Improvement
Service Artifacts
Service Strategy
Service
Roadmap
3-5 Year
Strategic Plan
Service Transition
Service Design
PM000 – Project
Charter
Security Design
Review
Qualtrics
Infrastructure Build
Plan
TA200
Communications
Check List
Training Plan
CM410
Service Operations
Run Book
TA500
Service
Metrics
Reports
Governance
Vendor
Contracts
Audit
Compliance
Results
Security Scan
Results
Solution
Blueprint
AP100
Service
Management
Profile
Communications and
Marketing Plan
Support Model
& Plan
CM330
Test Plan
AP410
Customer
Feedback
& Surveys
Governance
Reports for
Customers
Team Metrics
Reports
Information
Security
Service
Management
Activities
Processes
Technical
Architecture
Change
Management
Documents

3. Yale Service Lifecycle 360
Continual Service
Improvement
- 60 days
Your roadmap, metrics or customer
satisfaction information leads to
service improvements
Security Design Review
Continual Service
Improvements
Build A Charter
Funding
Approved
Work Can
Begin
Annual
Cycle
Strategic
Committees
Work with Strategic
Committee on
prioritizing and
sequencing the
improvements
SDR ONLY if something
significant has
changed!
Charter
Off-Cycle
Hurray! I am a satisfied
customer! What a great
a improvement!
TIC
Technology Initiatives
Committee
Reviews Program
Roadmaps and Builds
Annual Portfolio
University
Officer
Review
Portfolio Review
and Approval
Process
TAC
TOC
ROC
Technology
Architecture Committee
Technology Operating
Committee
Ready to Serve (RTS)
Operating Committee
(Your Service May NOT
have any architecture
changes for review)
Service/Project
Charter
Update
Service Artifacts
Projects < $50K or
without strategic
impact
Projects > $50K, Client
Funded, and those approved
by officers as part of the
portfolio
Solution
Security Design
Blueprint
Review
Update ONLY
Update ONLY
If needed
If Needed
Vendor
Contracts
Updates ONLY
Service Management
Profile
Update and plan
communications
campaign about the
service changes and
improvements
Includes Web pages, KB
articles, service
description update &
any templates
Communications
Plan Updates ONLY
Training Plan
Updates ONLY
Test Plan
Updates ONLY
– 30 days
– 2 weeks
Service Transition
Meetings
CAB
– 40 days
Communications
Plans
Tier I teams notified,
client readiness
and plans verified
GO LIVE
The latest to
present is 2 weeks
prior to go-live
Successful Service
Improvement Effort
The Service is now back
in the Operations
Phase. Monitor Service
Metrics to continue the
cycle
Service
Management
Profile
Update Knowledge
& Website
Marketing Plan
Updates ONLY
Continual Service Improvement
Service Artifacts
Service Strategy
Service
Roadmap
3-5 Year
Strategic Plan
Service Transition
Service Design
PM000 Charter
Security Design
Review
Qualtrics
Infrastructure Build
Plan
TA200
Communications
Check List
Training Plan
CM410
Service Operations
Run Book
TA500
Service
Metrics
Reports
Governance
Vendor
Contracts
Service
Charter
Update
Audit
Compliance
Results
Security Scan
Results
Solution
Blueprint
AP100
Service
Management
Profile
Communications and
Marketing Plan
Support Model
& Plan
CM330
Test Plan
AP410
Customer
Feedback
& Surveys
Governance
Reports for
Customers
Team Metrics
Reports
Information
Security
Service
Management
Activities
Processes
Technical
Architecture
Change
Management
Documents

4. Yale Service Lifecycle 360
Service Sunset
IAM and
Provisioning
Communicate early and often
with our partners and key
stakeholders! Let them know
what to expect!
Update financial
plans, projections,
rates, & billing
systems
Related provisioning
activities may also
need sunset
planning
Off-Cycle
Team Resource
Plans
Financial Update
Update team
resource plans to
reflect capacity
Service Sunset
Charter
Annual
Cycle
Strategic
Committees
The retirement of a
Service should also be
on the roadmap
Vendor
Management
Contract Management
begins immediately if
unplanned in annual
review
Vendor
Contracts
ONLY If needed
Service Artifacts
Communications
Plans
Build and begin
communications
campaign about Service
retirement
Data Archive
A data migration or
archive plan may be
needed. Socialize this
with key stakeholders
Service/Projec
t
Charter
Update
Infrastructure
Shutdown Plan
Service Transition
Meetings
Production Services will
work with Service
Owners on this plan
Tier I teams notified,
client readiness and
final FAQ’s on service
sunset
Communications
Plan
Marketing Plan
Update Service
Management
Profile
Includes KB article
retirement, web page ,
& catalog sunset
Decommission
Complete
CAB
The CAB will review
the final
decommission steps,
including all related
CI’s in the CMDB
Service
Management
Profile
Update Knowledge
& Website
Successful Service
Decommission! The
Service is inactive and
no longer available
Infrastructure
(Decommission)
Plan
Continual Service Improvement
Service Artifacts
Service Strategy
Service
Roadmap
3-5 Year
Strategic Plan
Service Transition
Service Design
PM000
Charter
Security Design
Review
Qualtrics
Infrastructure Build
Plan
TA200
Communications
Check List
Training Plan
CM410
Service Operations
Run Book
TA500
Service
Metrics
Reports
Governance
Vendor
Contracts
Service
Charter
Update
Audit
Compliance
Results
Security Scan
Results
Solution
Blueprint
AP100
Service
Management
Profile
Communications and
Marketing Plan
Support Model
& Plan
CM330
Test Plan
AP410
Customer
Feedback
& Surveys
Governance
Reports for
Customers
Team Metrics
Reports
Information
Security
Service
Management
Activities
Processes
Technical
Architecture
Change
Management
Documents