What is service pipeline in ITIL



Service pipeline in ITIL represents all new services or changes to existing services that result from the strategy phase through the design and are prepared by the transition activities for the operating phase. Also included are services that have been modified through continuous improvement of the service. Initiatives for new or changed services are well described in the previous article.

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Pipeline services represent the company's ability to develop new opportunities with existing or new customers, as well as the willingness and determination of the company to support important business processes, upgrade the service catalog and raise the collaboration between business and IT to a new level.

It has proven particularly useful for the external provider to keep the ITIL service pipeline unavailable for all customers. Only customer representatives involved in the development or implementation of pipeline services should have access to the parts of the pipeline that affect them. As soon as the new service is fully developed and tested, it is added to the service catalog and is visible to potential customers.

Frequently Asked Question: What is the pipeline physically? Is it a database, a set of documents or a special application? The answer is: it is what you want. You can do with what you have. Since new services are usually created through a project management methodology and / or tool, that's usually all you need. The easiest way is to keep a "pipeline" folder somewhere on the network and move service documents between folders that represent the phases of the project. If you have a sophisticated project management tool, so much the better. Don't add any overhead.

Just make sure that any new or changed services are included in your change management process.

What is service pipeline in ITIL


Service catalog

As shown in the diagram above, the service catalog consists of the services currently in use. The service catalog is described in these articles: Service catalog - a window to the world and Service catalog - service definition.

The service catalog shows what the service provider can do for the company NOW. It consists of the services themselves, the resources and resources used, and the business results achieved through the use of the services.

Services in the service catalog can be available to all existing or potential customers. This is usually the case with internal service providers. Some external service providers keep some of the catalog services only visible to certain users. For security reasons, you can also choose to create separate customer-specific catalogs. This increases the complexity of all processes and should be avoided unless expressly requested by the customer.

As for the specific architecture of the catalog, similar service pipeline considerations are required. Remember that the catalog introduces a new level of complexity in terms of the interrelationships between the business catalog and the technical catalog, and the decision must be made on a specific application for managing the catalog.




Retired Services

Information from the service catalog, which is aggregated with important process data of the service management, can give an insight into the popularity, efficiency and profitability of the service.

During the periodic review of the service, the organization makes decisions about discontinuing less popular or inefficient services. The cancellation criteria vary from supplier to supplier and depend on many specific factors including business strategy, market, customer profiles and financial ecosystem.

The most common reasons for withdrawing the service are as follows:

The service is replaced by a new serviceThe service is rarely usedThe service is financially inefficientHere we can see some of the shortcomings in the diagram above: The withdrawal of the service should be done through the transition phase.

Occasionally, retired services may still be available to existing customers during the set deletion period. The provider should have a retention policy for retired services that determines how long they will remain in the wallet after retirement.


Particular attention should be paid to a transition phase between design and operation. Activities should be firmly established to define the documentation and the transfer of knowledge to the departments involved in the operational processes. Early childhood support should be generously endorsed by the designers as long as the service desk staff.

The service pipeline is a concept that defines the many services that are currently being developed in the service portfolio.

The service pipeline in ITIL is a future-driven concept that defines the strategic future for a service provider. As part of the entire service portfolio, services are taken out of the assembly line and placed in the service catalog. In the process of transferring services, these conveyor services are put into operation.

The service pipeline is a good indicator of the overall health of a service provider as it shows services that are under development for customers or markets.