Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services

Service Design / Figure 3.5 Aligning new services to business requirements

HENDERSHOTT CONSULTING INC

web Presence: www.hci-itil.comEmil: [email protected]

http://www.hci-itil.com/

New services (or Service Improvement Projects – SIPs) are initiated using the organization’s project management methodology.



Investigation

Verify that a problem, opportunity or deficiency exists to assess the business worth of an undertaking.

StopGo



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.



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




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








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:



A formal and structured approach is required to produce the new service at the right cost, functionality, quality and within the right time frame.






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.



Investigation

All design activities are triggered by changes in business needs or service improvements.

Analysis Design



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



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



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








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






Improvement







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.







Improvement







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.


SDP







Improvement







SLM SLA


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).







Improvement








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







Improvement









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.


Change Management

RFP Released

DesignApproved

DevelopmentApproved

BuildApproved

TestApproved

WarrantyApproved

ReleaseApproved

Review & Close







Improvement









SDP


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: [email protected] process site: hci-itil.com

Documents

Service Design / Figure 3.5 Aligning new services to business requirements