![logo]()
1) The services solutions for new or changed services including all functional requirements, resources, and capabilities needed and agreed, 2) Management info systems and tools, especially the service portfolio for the management of services throught their life-cycle, 3) Technology architecture and management architectures, 4) Processes required to identify, design, transition, operate, support, maintain, and improve the new or changed service, 5) Measurement methods and metrics for the services, architecture, and their constituent components, and the process. Is a document or documents defining all aspects of an IT service and its requirements through each stage of its lifecycle. Produce for new, major changed, or retired IT Service. Contains: 1) business requirements, 2) service functional requirements, service level requirements, 4) service and operational management requirements, 5) service design and topology, 6) organizational readiness assessment, 7) Service transition plan, 8) Service operational acceptance plan, 9) Service acceptance criteria Consistent design of services, coordinate all design activities, cooridnate resources and capabilities required to design services, produce service design packages, hand over SDPs to service transition, manage quality and hand over points between service design stage and service strategy and service transition, confirm to corporate standards and IT standards, improve the service design activities and processes, adopt a common design framework, reusable designs, monitor and improve the performance of the service design life-cycle stage. Includes all the design activity, particularly all new or changed service solutions that are being transition into or out of the live environment. Includes: 1) assisting and supporting all design activities and processes, 2) maintaining policies, guidelines, standards, budgets, models, resources, and capabilities for service design, 3) coordinating design resources, 4) planning and forecast design resource needs, 5) reviewing, measuring, and improving all service design activities and process, 6) ensuring all requirements met, especially utility and warranty, production of service design packages and hand over to service transition. Interfaces 1) Financial management for IT Services, 2) Business relationship management, 3) Design coordination, 4) Service catalog management, 5) Supplier management, 6) Availability, capacity, IT continuity, and info security management, 7) incident management, and 8) problem management. Covers the design, implementation, measurement, management and improvement of IT Service and component availability. On-going process until service retirement. 1)Monitoring - events, alarms, escaltion, automated scripts for recovery, 2) Metrics and reporting, 3)Actively participating in risk assessments and management activities, 4) Collecting measurments, 5) Understanding business current and future needs, 6) Influencing the design of services and components to aligning with business availabilty needs, 7) Produce avalability plan tied to SLA, forecasts, service level requirement, 8) Maintianing a schedule of tests for all resilency and fail-over component and mechanisms, 9) Assist with incidents and problems, 10) Proactivly improve where cost justifieable 1) Understand broader business security environment - regulatory, obligations to customers, 2) production, mainteace, distribution of information security policies, 3) understanding the agreed current and future security business requirements, 4) implement a set of security controls, 5) document all security controls, 6) management of suppliers and contracts regarding acces to systems and services, 7) management of all security breaches, 8) proactive improvement, 9) intergration of secuity aspects within all other IT service management processes. Overall information security policy, use and misuse of assets, access control, password, email, internet, antivirus, information class, document class, remote access, supplier access, copyright, asset disposal, records retention 1) Unique identification of the release, 2) roles and responsibilities at each stage of release and deployment, 3) requirement to use only software assets from the definitive media library, 4) expected frequency of releases, 5) approach for accepting and grouping changes into a release, 6) mechanism to automate the build, installation, and release distribution, 7) details on how config baseline verified against actual release content, 8) exit and entry criteria and authority acceptance of a release into each transitions stage, criteria and authorization to exit early-life support and handover to the service operations functions. 1) Ensure requirements in service strategy and service design are effectively realized in service operations, 2) coordinate activities across projects, suppliers, and services teams where required, 3) establish new or changed services into the environment at cost, quality and timeline, 4) establish new or modified management info systems and tools, tech and management architectures, service management processes, and measurement and metrics to meet requirements established in service design, 5) ensure all adopt the common framework of standard processes and supporting systems, 6) provide plans for customer and business change projects, 7) identify, manage, and control risks of transitions, 8) monitor and improve. Ensure assets required to deliver services are properly controlled, and accurate and reliable information about those assets is available. How assets have been configured and inter relationships. 1) Endure assets identified and controlled across lifecycle, 2) control, report, audit, verify assets, change mg - only authorized components used and authorized changes made, 3) account, manage, and protect CI's through lifecycle, 4) integrity of CI's by maintaining CMS - configuration management system, 5) maintain accurate CI's, support effective and efficient service management processes via accurate CI's. 1) Is any component or other service asset that needs to be managed in order to deliver an IT services. 2) Recorded in CMS. 3) Maintained by service asset and configuration management processes. 4) Every CI is a service asset, but many service assets are not CI's because a CI has to be individually managed. 5) CI's are under control of change management., 6) Examples - Service Lifecycle CI - business case, service management plans, service design packets, release and change plans, 7) Examples-Service CI's - service capabilities, capital, systems, apps, infra, service package, release package, 8) examples org CI's - business strategy, 9) examples - internal CI's - delivered by Individual projects - hardware, software 1) Respond to customers changes which maximizing value and reducing incidents, disruption, and re-work, 2) respond to requests for change, 3) ensure changes are recorded, evaluated, and authorized, planned, tested, and implemented and documented in a controlled manner, 4) ensure all changes to CI's updated in CMS, 5) optimize business risk if potential benefit warrants and minimize business risk. 1) Define and agree release and deployment management plans with customers and stakeholder, 2) create and test release packages that consist of related configuration items that are compatible with each other, ensure integrity of release packages and then get stored in the DML and recorded in the CMS, 3) deploy release packages from the DML to live environment following and agreed plan and schedule, 4) track all release packages and can be installed, verified, uninstalled or backed out, 5) ensure change is managed, 6) delivery agreed utility and warranty, 7) record and manage deviations, risks, issues to new or changes services and take corrective actions, 8) ensure that skills and knowledge are transferred to all. 1) Logging all incident and service request details, 2) first line diag, 3) resolving incident and request first line, 4) escalating incident and requests can't resolve, 5) keeping user informed, 6) closing all resolved incidents, requests, and other calls, 7) surveys, 8) end user communications, 8) updating the CMS if so agreed. 