1. User Story: As an IT service manager, I want to track the entire lifecycle of a service, from its creation to retirement, in order to ensure efficient management and delivery.
Precondition: The organization has implemented ITIL Service Management framework.
Post condition: The service lifecycle management process is successfully implemented and all services are effectively managed.
Potential business benefit: Improved service delivery, increased customer satisfaction, and better utilization of resources.
Processes impacted: Service strategy, service design, service transition, service operation, and continual service improvement.
User Story description: The user story focuses on the need to track the complete lifecycle of a service, including its creation, design, development, deployment, operation, and retirement. This ensures that all aspects of the service are effectively managed and aligned with business objectives. The user story also emphasizes the importance of utilizing the ITIL Service Management framework for efficient service delivery.
Key Roles Involved: IT service manager, service design manager, service transition manager, service operation manager, ITIL process owners.
Data Objects description: Service catalog, service portfolio, service level agreements, service design packages, service operation reports.
Key metrics involved: Service availability, service level agreement compliance, incident resolution time, change success rate, customer satisfaction rating.
2. User Story: As a service design manager, I want to ensure that all services are designed and developed in accordance with the organization’s strategic objectives.
Precondition: The organization has defined strategic objectives and service design guidelines.
Post condition: All services are designed and developed in alignment with the organization’s strategic objectives.
Potential business benefit: Improved service alignment with business goals, increased customer satisfaction, and enhanced competitive advantage.
Processes impacted: Service strategy, service design, service transition.
User Story description: The user story highlights the importance of designing and developing services in accordance with the organization’s strategic objectives. This ensures that the services meet the needs of the business and contribute to its overall success. The user story emphasizes the role of the service design manager in ensuring that all services are aligned with the organization’s strategic goals.
Key Roles Involved: Service design manager, service strategy manager, service transition manager, ITIL process owners.
Data Objects description: Service design packages, service portfolio, service catalog, service level agreements, strategic objectives.
Key metrics involved: Service alignment with strategic objectives, service design compliance, customer satisfaction rating.
3. User Story: As a service transition manager, I want to ensure smooth and efficient deployment of new services into the production environment.
Precondition: The organization has a well-defined service transition process in place.
Post condition: New services are successfully deployed into the production environment with minimal disruption to existing services.
Potential business benefit: Reduced downtime, improved service quality, and enhanced customer satisfaction.
Processes impacted: Service transition, service operation.
User Story description: The user story focuses on the need to ensure smooth and efficient deployment of new services into the production environment. This involves activities such as testing, training, and coordination with various stakeholders. The user story highlights the role of the service transition manager in ensuring that the deployment process is well-planned and executed to minimize disruption to existing services.
Key Roles Involved: Service transition manager, service operation manager, ITIL process owners, stakeholders.
Data Objects description: Service transition plans, test scripts, training materials, change records, service operation reports.
Key metrics involved: Deployment success rate, service availability, incident resolution time, customer satisfaction rating.
4. User Story: As a service operation manager, I want to proactively monitor and manage the performance of services to ensure optimal service delivery.
Precondition: The organization has implemented a service monitoring and management system.
Post condition: Services are proactively monitored and managed to ensure optimal performance and availability.
Potential business benefit: Improved service quality, reduced downtime, and increased customer satisfaction.
Processes impacted: Service operation, continual service improvement.
User Story description: The user story emphasizes the need for proactive monitoring and management of services to ensure optimal performance and availability. This involves activities such as real-time monitoring, incident management, problem management, and capacity management. The user story highlights the role of the service operation manager in ensuring that services are effectively managed and any issues are promptly addressed.
Key Roles Involved: Service operation manager, ITIL process owners, service desk, incident manager, problem manager, capacity manager.
Data Objects description: Service operation reports, incident records, problem records, capacity reports, performance data.
Key metrics involved: Service availability, incident resolution time, problem resolution time, capacity utilization, customer satisfaction rating.
5. User Story: As a service strategy manager, I want to ensure that all services are aligned with the organization’s business objectives and customer needs.
Precondition: The organization has defined business objectives and customer requirements.
Post condition: All services are aligned with the organization’s business objectives and customer needs.
Potential business benefit: Improved service alignment, increased customer satisfaction, and enhanced business performance.
Processes impacted: Service strategy, service design, service transition.
User Story description: The user story highlights the importance of aligning services with the organization’s business objectives and customer needs. This involves activities such as market research, customer surveys, and strategic planning. The user story emphasizes the role of the service strategy manager in ensuring that all services contribute to the organization’s overall success.
Key Roles Involved: Service strategy manager, service design manager, service transition manager, ITIL process owners, stakeholders.
Data Objects description: Business objectives, customer requirements, market research reports, service design packages, service catalog.
Key metrics involved: Service alignment with business objectives, customer satisfaction rating, market share, revenue growth.
6. User Story: As a continual service improvement manager, I want to identify and implement opportunities for enhancing the quality and efficiency of services.
Precondition: The organization has a continual service improvement process in place.
Post condition: Opportunities for enhancing the quality and efficiency of services are identified and implemented.
Potential business benefit: Improved service quality, increased efficiency, and enhanced customer satisfaction.
Processes impacted: Continual service improvement, service strategy, service design, service transition, service operation.
User Story description: The user story focuses on the need to continually improve the quality and efficiency of services. This involves activities such as performance analysis, process optimization, and service innovation. The user story highlights the role of the continual service improvement manager in identifying and implementing opportunities for enhancing the services.
Key Roles Involved: Continual service improvement manager, ITIL process owners, stakeholders.
Data Objects description: Performance data, improvement plans, service improvement reports, service design packages, service operation reports.
Key metrics involved: Service quality improvement, process efficiency improvement, customer satisfaction rating, cost savings.
7. User Story: As a service catalog manager, I want to ensure that the service catalog is up-to-date and accurately reflects the available services.
Precondition: The organization has a well-maintained service catalog.
Post condition: The service catalog is up-to-date and accurately reflects the available services.
Potential business benefit: Improved service visibility, increased customer satisfaction, and enhanced service request fulfillment.
Processes impacted: Service strategy, service design, service transition, service operation.
User Story description: The user story emphasizes the need for an up-to-date and accurate service catalog that provides visibility into the available services. This involves activities such as service definition, service portfolio management, and service catalog maintenance. The user story highlights the role of the service catalog manager in ensuring that the service catalog is effectively maintained.
Key Roles Involved: Service catalog manager, service strategy manager, service design manager, service transition manager, service operation manager, ITIL process owners.
Data Objects description: Service catalog, service portfolio, service design packages, service level agreements, service operation reports.
Key metrics involved: Service catalog accuracy, service visibility, service request fulfillment rate, customer satisfaction rating.
8. User Story: As an ITIL process owner, I want to ensure that all ITIL processes are effectively integrated and aligned with the service lifecycle management framework.
Precondition: The organization has implemented ITIL processes.
Post condition: All ITIL processes are effectively integrated and aligned with the service lifecycle management framework.
Potential business benefit: Improved process efficiency, increased service quality, and enhanced customer satisfaction.
Processes impacted: All ITIL processes (incident management, problem management, change management, etc.).
User Story description: The user story highlights the importance of integrating and aligning all ITIL processes with the service lifecycle management framework. This involves activities such as process mapping, process integration, and process improvement. The user story emphasizes the role of the ITIL process owner in ensuring that all processes work together seamlessly to support the service lifecycle management.
Key Roles Involved: ITIL process owners, service strategy manager, service design manager, service transition manager, service operation manager, continual service improvement manager.
Data Objects description: Process maps, process integration plans, process improvement reports, service design packages, service operation reports.
Key metrics involved: Process integration effectiveness, process efficiency improvement, service quality improvement, customer satisfaction rating.
9. User Story: As a service level manager, I want to ensure that all service level agreements (SLAs) are effectively managed and met.
Precondition: The organization has defined SLAs for its services.
Post condition: All SLAs are effectively managed and met.
Potential business benefit: Improved service quality, increased customer satisfaction, and enhanced service performance.
Processes impacted: Service strategy, service design, service transition, service operation.
User Story description: The user story emphasizes the need for effective management and fulfillment of SLAs to ensure high service quality and customer satisfaction. This involves activities such as SLA negotiation, SLA monitoring, and SLA reporting. The user story highlights the role of the service level manager in ensuring that all SLAs are effectively managed and met.
Key Roles Involved: Service level manager, service strategy manager, service design manager, service transition manager, service operation manager, ITIL process owners.
Data Objects description: Service level agreements, service design packages, service transition plans, service operation reports.
Key metrics involved: SLA compliance, service availability, incident resolution time, customer satisfaction rating.
10. User Story: As a change manager, I want to ensure that all changes to services are effectively managed and implemented with minimal disruption.
Precondition: The organization has a well-defined change management process in place.
Post condition: All changes to services are effectively managed and implemented with minimal disruption.
Potential business benefit: Reduced downtime, improved service quality, and enhanced customer satisfaction.
Processes impacted: Service transition, service operation.
User Story description: The user story focuses on the need for effective change management to ensure that all changes to services are implemented with minimal disruption. This involves activities such as change assessment, change planning, and change implementation. The user story highlights the role of the change manager in ensuring that all changes are effectively managed and implemented.
Key Roles Involved: Change manager, service transition manager, service operation manager, ITIL process owners.
Data Objects description: Change records, change assessment reports, change implementation plans, service operation reports.
Key metrics involved: Change success rate, service availability, incident resolution time, customer satisfaction rating.