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Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
HENDERSHOTT CONSULTING INC
web Presence: www.hci-itil.comEmil: len.hendershott@rogers.com
New services (or Service Improvement Projects – SIPs) are initiated using the organization’s project management methodology.
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Verify that a problem, opportunity or deficiency exists to assess the business worth of an undertaking.
StopGo
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Service Design must consider all elements of the service when determining requirements.
Analysis
Requirements
Statement
Service Requirements• Scalability• Business processes and business units
supported• IT service and the agreed business
functionality and requirements• Service itself and its SLRs or SLAs• Technology components used to deploy and
deliver the service• Internally supported services and
components and their associated OLAs• Externally supported services and
components and their associated Ucs• Performance measurements and metrics
required • Legislated or required security levels.
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
The critical foundation of any successful project implementation is a thorough requirements analysis. This provides the groundwork for a solution to meet targeted business objectives. CMMI provides guidance:
BusinessRequirements
BusinessRequirements
BusinessRequirements
BusinessRequirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
1. Stakeholder needs, expectations, constraints, and interfaces are collected and translated into customer requirements
2. Customer requirements are refined and elaborated to develop product and product-component requirements.
3. The requirements are analyzed and validated, and a definition of required functionality is developed.
CMMI: Requirements Development
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
BusinessRequirements
BusinessRequirements
BusinessRequirements
BusinessRequirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
CMMI: Requirements Management1. Develop an understanding with the requirements providers on the meaning of the requirements.2. Obtain commitment to the requirements from the project participants.3. Manage changes to the requirements as they evolve during the project.4. Maintain bidirectional traceability among the requirements and the project plans and work products.5. Identify inconsistencies between the project plans and work products and the requirements.
The critical foundation of any successful project implementation is a thorough requirements analysis. This provides the groundwork for a solution to meet targeted business objectives. CMMI provides guidance:
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
A formal and structured approach is required to produce the new service at the right cost, functionality, quality and within the right time frame.
BusinessRequirements
BusinessRequirements
BusinessRequirements
BusinessRequirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
CMMI: Technical Solution1. Product or product-component solutions are selected from alternative solutions.2. Product or product-component designs are developed.3. Product components, and associated support documentation, are implemented from their designs.
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
All design activities are triggered by changes in business needs or service improvements.
Analysis Design
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
The Development phase is often split into two sections, that of Prototyping and Production Readiness.
Examination and re-examination of the Requirements Definition Statement is needed to ensure that it is being followed to the letter.
Analysis Design Develop
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Any hardware that has been purchased will be delivered and installed. Software, which was designed in the System Design Phase, and programmed in System development phase of the SDLC, will be installed on any PCs that require it. Any person that will be using the program will also be trained during this phase of the SDLC.
Analysis Design Develop Implementation
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Deal with any changes that need to be made to the service. Changes are sometimes the result of the service not completely fulfilling its original requirements, but they could also be the result of customer satisfaction.
Ensure that service fulfills the Requirements Statement.
Analysis Design Develop Implementation Maintenance
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
BusinessRequirements
BusinessRequirements
BusinessRequirements
BusinessRequirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Strategy Design Transition Operation
Improvement
The ITIL service lifecycle aligns with project management methodologies.
Pilot or warrant periodLive Operations(Steady State)
RequirementsStatement
Design ServiceSolution
Develop ServiceSolution
Build ServiceSolution
Test ServiceSolution
Transition & Operations Involvement in the Design
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Strategy Design Transition Operation
Improvement
Pilot or warrant periodLive Operations(Steady State)
RequirementsStatement
Design ServiceSolution
Develop ServiceSolution
Build ServiceSolution
Test ServiceSolution
SAC SAC SAC SAC SAC SAC
Service Acceptance Criteria are reviewed and revised, if necessary, at each stage to ensure that an IT Service meets defined functionality and quality requirements and that the IT Service Provider is ready to operate the new IT Service when it has been deployed.
Transition & Operations Involvement in the Design
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Strategy Design Transition Operation
Improvement
Pilot or warrant periodLive Operations(Steady State)
RequirementsStatement
Design ServiceSolution
Develop ServiceSolution
Build ServiceSolution
Test ServiceSolution
SAC SAC SAC SAC SAC SACThe Service Design Package (SDP) describes everything necessary for the subsequent testing, introduction and operation of the solution or service.
Transition & Operations Involvement in the Design
SDP
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Pilot or warrant periodLive Operations(Steady State)
Strategy Design Transition Operation
Improvement
RequirementsStatement
Design ServiceSolution
Develop ServiceSolution
Build ServiceSolution
Test ServiceSolution
Transition & Operations Involvement in the Design
SLM SLA
SAC SAC SAC SAC SAC SAC
SLAPilotSLR SLR SLR SLR SLR
SDP
At each stage of the project the Service Level Requirements are reviewed and revised, if necessary.
The expected outcomes from the operation of the new or changed service in measurable terms, generally expressed within new or existing Service Level Agreements (SLAs).
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Pilot or warrant periodLive Operations(Steady State)
Strategy Design Transition Operation
Improvement
RequirementsStatement
Design ServiceSolution
Develop ServiceSolution
Build ServiceSolution
Test ServiceSolution
Transition & Operations Involvement in the Design
SAC SAC SAC SAC SAC SAC
SLM SLASLAPilotSLR SLR SLR SLR SLR
SDP
Release and Deployment Management builds, tests and delivers the solution or services specified by SDP according to SAC and using a Release Plan to schedule introduction to the live environment.
Build, Test, Release and Deployment Management
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Pilot or warrant periodLive Operations(Steady State)
Strategy Design Transition Operation
Improvement
RequirementsStatement
Design ServiceSolution
Develop ServiceSolution
Build ServiceSolution
Test ServiceSolution
Transition & Operations Involvement in the Design
SAC SAC SAC SAC SAC SAC
SLM SLASLAPilotSLR SLR SLR SLR SLR
SDP
The new or revised service offering implies changes to the live environment which is under Change Control. Representation and approval by Change Management authorities is required throughout the Design and implementation processes.
Build, Test, Release and Deployment Management
Change Management
RFP Released
DesignApproved
DevelopmentApproved
BuildApproved
TestApproved
WarrantyApproved
ReleaseApproved
Review & Close
Aligning New Services
Service Design / Figure 3.5 Aligning new services to business requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Pilot or warrant periodLive Operations(Steady State)
Strategy Design Transition Operation
Improvement
RequirementsStatement
Design ServiceSolution
Develop ServiceSolution
Build ServiceSolution
Test ServiceSolution
Transition & Operations Involvement in the Design
SAC SAC SAC SAC SAC SAC
SLM SLASLAPilotSLR SLR SLR SLR SLR
SDP
Build, Test, Release and Deployment Management
Change Management
RFP Released
DesignApproved
DevelopmentApproved
BuildApproved
TestApproved
WarrantyApproved
ReleaseApproved
Review & Close
As has been demonstrated, there are many activities that have to be completed within the Service Design stage for a new or changed service. A formal and structured approach is required to produce the new service at the right cost, functionality, quality and within the right time frame.
Hendershott Consulting Inc
Email: len.hendershott@rogers.comITIL process site: hci-itil.com
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