Service Life Cycle 

The service and product life cycle methodology described here has been created for use by Duke University's Office of Information Technology (OIT). It is a result of benchmarking with similar institutions as well as with accepted industry practices. The methodology is meant to guide the practitioner, whether a project manager or operational manager, in the rolling out or retirement of products and services. Though developed within the context of information technology (IT), the methodology may be applied to any industry. When used by an organization consistently, the methodology can help realize improved communication and efficiency within project and operational teams.

The process provides a framework for initiating a project, guiding it through the standard phases of project management, and making a product or service part of organization's operational offering. Integral to the methodology is the use of document templates, from project proposal to operational and service level agreements. These templates are guides to the practitioner, prompting him or her to ask questions throughout the process and cover key areas or concerns. As needed, practitioners should revise the templates to fit their particular environment.

The service life cycle is considered a "living" methodology. OIT will continue to adjust, realign and add to the process and documents to meet the changing needs of the University. Leadership for this process is provided by the OIT Project and Consulting Services staff and the collaborative efforts of operational project managers throughout the organization.

We encourage other departments at Duke and anyone outside Duke to use part or all of the methodology. Let us know what you find useful, and share any thoughts you have to improve the overall process, templates, workflow, etc.

For an overall view of the life cycle process, see the flowcharts.