Thursday, July 26, 2007

The Service V Model or the Left to Right Swim Lane model.. or.. ?

There has been great internal debate regarding the direction of flow for the Service V model.

Some say it follows the actual V path, down and up... others say it's chronigically correct to go from left to right, back to left...

Let me explain - the Service V model is a concept defined in the Service Transition volume of the new ITIL v3. The model is (meant to be) a clear and logical model of the steps to take in order to deliver a Service Package.

A Service Package is a concept of what can be delivered to a customer for them to use (we may otherwise refer to it as a 'service' or application).

Now the confusion lies in the steps that have to be followed on the V model. My opinion is that it is down the left hand side and back up the right hand side. The confusion comes from the number on the picture. 1a on the left, 1b on the right, 2a on the left, 2b on the right... there is absoultely no text to explain the direction of travel and perhaps the authors assumed that everyone would automatically know.

However, by adding connecting arrows and the numbering system used all it has done has caused confusion and (sometimes heated) debate.

My complaint is not with the Service V model, as a concept I think it is valid. My issue is that all of these books contain confusing diagrams that are not properly explained. A book is meant to leave you educated, aware and entertained... I'm afraid that too many pages in the new core of ITIL v3 leave me confused, confused and confused.

Labels: , , , , ,


Alison said...

I was persuaded that you follow both sides of the V at once. A step on the left (a requirement) has a corresponding step on the right (a validation). The two threads start far apart with general concepts (an SLR) and come closer as the service becomes more defined and ready to Transition, at which point the V is completed.
I am however open to be moved to another view entirely, as I too feel this (and other new concepts in V3) is/are poorly defined.

August 26, 2007 5:22 AM  
ITSMer said...

Alison it is always valuable to get insight from others.

It would be foolish of me to say that I was right - because there is always someone with a lot more knowledge that will read these blogs and tell me I am wrong!

I studied the table in Service Transition that accompanies the V model (Table 4.8). I focussed on the key words in the Validation and Testing column.

Level 1 - supports your view - key word "whether a service can enable" (indicates future). It doesn't say "whether a service does enable".

Level 2 - supports my view - "test the SAC are met". Doesn't say "test the SAC can be met".

Level 3 - my view is that we are testing to see if we are ready to deploy the solution that we have ready to go - from a user perspective.

Level 4 - my view is that we are testing to see if we are ready to deploy the solution that we have ready to go - from a technical perspective.

Level 5 - my view is that we are testing to see if the solution we have built actually matches up to what we said we'd build (BUT - the words that "evidence of... testing earlier in the chain - supports your view).

I don't have a definitive answer - but I am now going to have the think very carefully about how I teach my classes as well...

I get the "feeling" that

August 26, 2007 3:04 PM  

Post a Comment

<< Home