Service Lifecycle Status Explained

Research & Development

A service being evaluated as a potential enhancement to the Service Portfolio. Little market or customer base information has been analyzed. The focus is on determining if this is a line of business worth investing in and to what degree. The effort would be aligned to a existing Service Portfolio to track the investment.

In Development

A service where an investment decision has been made and the service is in development with a target state of “Active”. This is often thought of as a “coming soon” service.


A Service that is temporarily in a limited release to a specific user audience. The support is unique and not defined within a SLE. The service is not open for new users.


The service is active and available to new customers. Services in this category experience improvement investments and provide customers full support as defined in the Service Level Expectations.

In Containment

The service is active, but generally not available to new customers. The service is maintained to ensure availability and compliance with vendor support. Services in a “Contain” status are not improved from a feature and functionality perspective. It is not unusual for public good services to move into a contain/toll status as part of managing a service lifecycle as use of the service changes. Services in this lifecycle status are often retired as the next step, which would be communicated in advance.


The service is no longer available and is either fully retired or in the process of being retired. If in the process of being retired the service has limited support and maintenance activity to ensure availability is provided during the transition effort.