HP - Service Delivery and Monitoring Plan

Hewlett-Packard Company
Service Delivery and

Monitoring Plan for
HPGM-AS
GDAS
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1. This is a generic template to cover all 17 ITSM process areas.
2. Projects have to fill up those sections of the Service Delivery Monitoring Plan (SDMP) that are applicable
and can delete those sections that are not applicable.
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Service Delivery and Monitoring Plan.doc
Last changed: 03 August 2007 at 18:51
HPGM-AS
Service Delivery and Monitoring

Plan
Project ID No.: Project ID No
GDAS
Table of Contents
1
INTRODUCTION......................................................................................................................................................23
1.1
1.2
CUSTOMER OVERVIEW ..........................................................................................................................................23

PROJECT OVERVIEW..............................................................................................................................................23
PROJECT INFORMATION.....................................................................................................................................24
2.1
SCOPE ...................................................................................................................................................................24
2.1.1
Services Defined for the Project...................................................................................................................24
2.1.2
Duration .......................................................................................................................................................24
2.1.3
Service Window ............................................................................................................................................24
2.1.4
SLAs ............................................................................................................................................................24
2.1.5
Team Size......................................................................................................................................................24
2.2
ORGANIZATION .....................................................................................................................................................24
2.2.1
Team structure including customer organization.........................................................................................24
2.2.2
Team Contacts..............................................................................................................................................24
2.2.3
Customer Contacts .......................................................................................................................................24
2.2.4
Escalation Chart ..........................................................................................................................................25
2.3
RESOURCE.............................................................................................................................................................25
2.3.1
Hardware Resources ....................................................................................................................................25
2.3.2
Software Resources ......................................................................................................................................25
2.3.3
Staff ..............................................................................................................................................................25
2.3.4
Training Plan ...............................................................................................................................................25
2.3.5
External Interfaces .......................................................................................................................................26
2.3.6
Shift Plan ......................................................................................................................................................26
SECURITY FRAMEWORK CONTROLS .............................................................................................................27

3.1
3.2
PLANNING .............................................................................................................................................................27
MONITORING.........................................................................................................................................................27
SERVICE LEVEL MANAGEMENT ......................................................................................................................28

4.1
IDENTIFY CUSTOMER NEEDS..................................................................................................................................28
4.2
NEGOTIATE AND DOCUMENT SERVICE LEVEL AGREEMENT .................................................................................28
4.3
SUPPLIER MANAGEMENT ......................................................................................................................................28
4.4
MONITOR AND REPORT ON SERVICE LEVEL AGREEMENT .....................................................................................28
4.5
PERFORM SERVICE LEVEL AGREEMENT REVIEW ..................................................................................................28
4.6
PROCESS QUALITY CONTROL ..................................................................................................................................28
4.7
EVALUATE ANY IMPROVEMENT RECOMMENDATIONS ................................................................................................28
4.1
IDENTIFY CUSTOMER NEEDS.................................................................................................................................28
4.1.1
Identify Customer Specific Service Requirements ........................................................................................28
4.1.2
Validate requirements with the customer .....................................................................................................28
4.1.3
Define the SLA structure ..............................................................................................................................28
4.1.4
Define performance metrics, reporting and review requirements................................................................28
4.2
NEGOTIATE AND DOCUMENT SERVICE LEVEL AGREEMENT .................................................................................28
4.2.1
Define SLA requirements..............................................................................................................................29
4.2.2
Identify OLA requirements ...........................................................................................................................29
4.2.3
Identify any Underpinning contracts requirements ......................................................................................29
4.2.4
Draft, negotiate and finalize SLA .................................................................................................................29
4.3
SUPPLIER MANAGEMENT ......................................................................................................................................29
4.3.1
Assess supplier contracts..............................................................................................................................29
4.3.2
Partner with key suppliers............................................................................................................................29
4.3.3
Establish review cycle ..................................................................................................................................29
4.3.4
Review supplier performance .......................................................................................................................29
4.4
MONITOR AND REPORT ON SERVICE LEVEL AGREEMENT .....................................................................................29
4.4.1
Summarize Support Data..............................................................................................................................29
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4.4.2
Analyze / Review Service Level Compliance Data .......................................................................................29
4.4.3
Generate Customer SLA Summary Report and submit to the customer .......................................................29
4.5
PERFORM SERVICE LEVEL AGREEMENT REVIEW ..................................................................................................29
4.5.1
Conduct SLA Review Meeting ......................................................................................................................29
4.5.2
Review Report ..............................................................................................................................................30
4.5.3
Analyze Customer Feedback ........................................................................................................................30
4.5.4
Review and update SLAs .............................................................................................................................30
4.6
4.6.1
Develop Management reports ......................................................................................................................30
4.6.2
Schedule Reports ..........................................................................................................................................30
4.6.3
Generate Reports..........................................................................................................................................30
4.6.4
Distribute Reports ........................................................................................................................................30
4.6.5
Review Reports .............................................................................................................................................30
4.6.6
Update Configuration Management Plan ....................................................................................................30
4.7
4.7.1
Evaluate Process for Improvement ..............................................................................................................30
4.7.2
Develop Improvement and Implementation Plan .........................................................................................30
4.7.3
Create and Submit Request For Change (RFC) ...........................................................................................30
4.7.4
Implement Plan ............................................................................................................................................30
4.7.5
Review Implementation ................................................................................................................................31
4.7.6
Update Process improvement Plan ..............................................................................................................31
5
DELIVERY PLAN INCIDENT MANAGEMENT ..............................................................................................32

5.1
LOG INCIDENT / SERVICE REQUEST.......................................................................................................................32
5.2
ASSIGN INCIDENT OR SERVICE REQUEST ..............................................................................................................32
5.3
DIAGNOSE/ RESOLVE AT LEVEL 1 .........................................................................................................................32
5.4
DIAGNOSE/ RESOLVE USING INCIDENT SUPPORT ..................................................................................................32
5.5
MANAGE ESCALATION ..........................................................................................................................................32
5.6
DIAGNOSE/ RESOLVE VIA ESCALATION TEAM ......................................................................................................32
5.7
IMPLEMENT SERVICE REQUEST .............................................................................................................................32
5.8
INCIDENT CONTROL ..............................................................................................................................................32
5.9
CLOSE INCIDENT ...................................................................................................................................................32
5.10 REPORT METRICS ..................................................................................................................................................32
5.11 EVALUATE AND IMPROVE PROCESS.......................................................................................................................32
5.1
LOG INCIDENT/ SERVICE REQUEST .......................................................................................................................32
5.1.1
Close Incident/ Service Request ...................................................................................................................32
5.1.2
Categorize Incident/ Service Request ...........................................................................................................33
5.1.3
Prioritize Incident/ Service Request .............................................................................................................33
5.1.4
Valid Incident / Service Request?.................................................................................................................33
5.2
ASSIGN INCIDENT OR SERVICE REQUEST ..............................................................................................................33
5.2.1
Assign to Appropriate Level / Work Group ..................................................................................................33
5.2.2
Immediate Escalation Required? .................................................................................................................33
5.2.3
Assign Ownership of the Service Request or Incident to an Incident Controller .........................................33
5.2.4
Pre-Defined Service Request?......................................................................................................................33
5.2.5
Request for Change (RFC)? .........................................................................................................................33
5.2.6
Has this been assigned to Level 1?...............................................................................................................33
5.3
DIAGNOSE / RESOLVE AT LEVEL 1 ........................................................................................................................33
5.3.1
Isolate Incident.............................................................................................................................................33
5.3.2
Resolve Incident ...........................................................................................................................................33
5.3.3
Document Incident Status.............................................................................................................................33
5.3.4
Resolved / Completed? .................................................................................................................................33
5.3.5
Escalation Required? ...................................................................................................................................34
5.4
DIAGNOSE/ RESOLVE USING INCIDENT SUPPORT ..................................................................................................34
5.4.1
Isolate Incident.............................................................................................................................................34
5.4.2
Resolve Incident ...........................................................................................................................................34
5.4.3
Document Incident / Status...........................................................................................................................34
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5.4.4
Resolved/ Completed? ..................................................................................................................................34
5.4.5
Escalation Required? ...................................................................................................................................34
5.4.6
Higher Level Support Available? .................................................................................................................34
5.4.7
Assign to Next Level Support........................................................................................................................34
5.5
MANAGE ESCALATION ..........................................................................................................................................34
5.5.1
Evaluate Escalation......................................................................................................................................34
5.5.2
Document Incident / Service Request Status ................................................................................................34
5.5.3
Valid Escalation ...........................................................................................................................................34
5.5.4
Return Invalid Escalation to Originator ......................................................................................................34
5.5.5
Incident Controller Request .........................................................................................................................34
5.5.6
Assign to Escalation Team Lead ..................................................................................................................35
5.6
DIAGNOSE/ RESOLVE VIA ESCALATION TEAM ......................................................................................................35
5.6.1
Review Situation ...........................................................................................................................................35
5.6.2
Create / Engage Escalation Team................................................................................................................35
5.6.3
Create Escalation Communication Plan ......................................................................................................35
5.6.4
Execute Required Communications..............................................................................................................35
5.6.5
Create Escalation Resolution Plan...............................................................................................................35
5.6.6
Document Escalated Incident Status ............................................................................................................35
5.6.7
Execute Escalation Resolution Plan.............................................................................................................35
5.6.8
5.6.9
Escalation Resolved? ...................................................................................................................................35
5.6.10
Evaluate Situation and Review Options .......................................................................................................35
5.6.11
Update Escalation Resolution Plan..............................................................................................................35
5.6.12
Inform and Confirm Escalation Resolution with Customer..........................................................................35
5.6.13
5.6.14
Conduct After-Action Review and Communicate Results.............................................................................36
5.6.15
Follow-Up Action Required? .......................................................................................................................36
5.6.16
Perform Follow-up Actions ..........................................................................................................................36
5.6.17
Submit an RFC .............................................................................................................................................36
5.6.18
Submit a Problem (if required).....................................................................................................................36
5.6.19
Update Incident Record................................................................................................................................36
5.7
IMPLEMENT SERVICE REQUEST .............................................................................................................................36
5.7.1
Complete.......................................................................................................................................................36
5.7.2
Pre-defined Service Request.........................................................................................................................36
5.7.3
Update Service Request status......................................................................................................................36
5.8
INCIDENT CONTROL ..............................................................................................................................................36
5.8.1
Accept Incident / Service Request Ownership ..............................................................................................36
5.8.2
Monitor Incident/ Service Request ...............................................................................................................36
5.8.3
Address Any Validity Issues and Reassign ...................................................................................................36
5.8.4
Communicate................................................................................................................................................36
5.8.5
Service Request? ..........................................................................................................................................37
5.8.6
Completed?...................................................................................................................................................37
5.8.7
Transfer? ......................................................................................................................................................37
5.8.8
Was at...........................................................................................................................................................37
5.8.9
Level 1? ........................................................................................................................................................37
5.9
CLOSE INCIDENT ...................................................................................................................................................37
5.9.1
Verify with Customer that Incident/ Service Request is Resolved ................................................................37
5.9.2
Resolved .......................................................................................................................................................37
5.9.3
Close Incident/ Service Request ...................................................................................................................37
5.9.4
Update and Reassign....................................................................................................................................37
5.9.5
Update User When Necessary on Problem Resolution ................................................................................37
5.9.6
Perform End User Feedback ........................................................................................................................37
5.10 REPORT METRICS ..................................................................................................................................................38
5.10.1
Develop Management Reports .....................................................................................................................38
5.10.2
Schedule Report............................................................................................................................................38
5.10.3
Generate Report ...........................................................................................................................................38
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5.10.4
Distribute Report..........................................................................................................................................38
5.10.5
Review Report ..............................................................................................................................................38
5.10.6
5.11 EVALUATE ANY IMPROVEMENT RECOMMENDATIONS ...........................................................................................38
5.11.1
5.11.2
Develop Improvement and Implementation Plan .........................................................................................38
5.11.3
Create and Submit RFC ...............................................................................................................................38
5.11.4
Implement Plan ............................................................................................................................................38
5.11.5
5.11.6
6
DELIVERY PLAN PROBLEM MANAGEMENT..............................................................................................39

6.1
IDENTIFY PROBLEM...............................................................................................................................................39
6.2
LOG PROBLEM ......................................................................................................................................................39
6.3
DETERMINE ROOT CAUSE ......................................................................................................................................39
6.4
RECOMMEND SOLUTION ........................................................................................................................................39
6.5
RAISE REQUEST FOR CHANGE ...............................................................................................................................39
6.6
CLOSE PROBLEM ...................................................................................................................................................39
6.7
REPORT METRICS ..................................................................................................................................................39
6.8
EVALUATE AND IMPROVE PROCESS ......................................................................................................................39
6.1
IDENTIFY PROBLEM...............................................................................................................................................39
6.1.1
Analyze Incident data ...................................................................................................................................39
6.1.2
Analyze Problem data ..................................................................................................................................39
6.1.3
Analyze Operational data.............................................................................................................................39
6.1.4
Analyze Release Notes..................................................................................................................................40
6.1.5
Analyze Knowledge database .......................................................................................................................40
6.2
LOG PROBLEM ......................................................................................................................................................40
6.2.1
Log Problem.................................................................................................................................................40
6.2.2
Assign Impact ...............................................................................................................................................40
6.2.3
Set Urgency ..................................................................................................................................................40
6.2.4
Set Priority ...................................................................................................................................................40
6.2.5
Assign Owner ...............................................................................................................................................40
6.3
DETERMINE ROOT CAUSE ......................................................................................................................................40
6.3.1
Diagnose Problem........................................................................................................................................40
6.3.2
Root Cause Found ........................................................................................................................................40
6.3.3
Isolate Root Cause........................................................................................................................................40
6.3.4
Create Work-around.....................................................................................................................................40
6.3.5
Update Knowledge Database .......................................................................................................................40
6.3.6
Update Problem Record...............................................................................................................................40
6.4
RECOMMEND SOLUTION ........................................................................................................................................41
6.4.1
Determine and Recommend Fix ...................................................................................................................41
6.4.2
Review and Validate Recommended Problem Fix........................................................................................41
6.4.3
Approved ......................................................................................................................................................41
6.4.4
6.5
RAISE REQUEST FOR CHANGE ...............................................................................................................................41
6.5.1
Initiate Request for Change..........................................................................................................................41
6.5.2
Record Error Resolution ..............................................................................................................................41
6.5.3
6.6
CLOSE PROBLEM ...................................................................................................................................................41
6.6.1
Problem Resolved.........................................................................................................................................41
6.6.2
Update Problem database ............................................................................................................................41
6.6.3
Close Problem record ..................................................................................................................................41
6.7
REPORT METRICS ..................................................................................................................................................41
6.7.1
6.7.2
Schedule Report............................................................................................................................................42
6.7.3
Generate Report ...........................................................................................................................................42
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6.7.4
6.7.5
Review Report ..............................................................................................................................................42
6.7.6
6.8
EVALUATE AND IMPROVE PROCESS ......................................................................................................................42
6.8.1
6.8.2
Develop Improvement Implementation Plan ................................................................................................42
6.8.3
6.8.4
Implement Plan ............................................................................................................................................42
6.8.5
6.8.6
7
DELIVERY PLAN OPERATIONS MANAGEMENT........................................................................................43

7.1
MANAGEMENT OF IT INFRASTRUCTURE EVENTS ..................................................................................................43
7.2
FAULT MANAGEMENT...........................................................................................................................................43
7.3
BACKUP AND RESTORE MANAGEMENT .................................................................................................................43
7.4
WORKLOAD AND OUTPUT - MANAGEMENT AND SCHEDULING ..............................................................................43
7.5
STORAGE MANAGEMENT ......................................................................................................................................43
7.6
OPERATIONAL ADMINISTRATION ..........................................................................................................................43
7.7
OPERATIONAL SECURITY ......................................................................................................................................43
7.8
7.9
7.1
MANAGEMENT OF IT INFRASTRUCTURE EVENTS ..................................................................................................43
7.1.1
Event monitoring ..........................................................................................................................................43
7.1.2
Event detection .............................................................................................................................................43
7.1.3
Event logging................................................................................................................................................43
7.1.4
Event examination and filtering ...................................................................................................................44
7.1.5
Event processing, correlation and escalation ..............................................................................................44
7.1.6
Event resolution............................................................................................................................................44
7.1.7
Event closure ................................................................................................................................................44
7.1.8
Management of event lifecycle .....................................................................................................................44
7.1.9
Event reporting.............................................................................................................................................44
7.2
FAULT MANAGEMENT...........................................................................................................................................44
7.2.1
Monitoring of Faults ....................................................................................................................................44
7.2.2
Accept and Notify .........................................................................................................................................44
7.2.3
Analysis of Faults .........................................................................................................................................44
7.2.4
Resolution of Faults......................................................................................................................................44
7.3
BACKUP AND RESTORE MANAGEMENT .................................................................................................................44
7.3.1
Establish Backup and Restore strategy ........................................................................................................44
7.3.2
Schedule for Backup.....................................................................................................................................44
7.3.3
Verification of backup ..................................................................................................................................44
7.3.4
Store & Manage Backup media....................................................................................................................45
7.3.5
Restoration of data .......................................................................................................................................45
7.4
WORKLOAD AND OUTPUT - MANAGEMENT AND SCHEDULING ..............................................................................45
7.4.1
Develop Workload scheduling......................................................................................................................45
7.4.2
Scheduling of Operational workloads ..........................................................................................................45
7.4.3
Scheduling of exceptional workloads ...........................................................................................................45
7.4.4
Enterprise workload scheduling...................................................................................................................45
7.4.5
Administering of print output .......................................................................................................................45
7.4.6
Monitoring print output................................................................................................................................45
7.5
STORAGE MANAGEMENT ......................................................................................................................................45
7.5.1
Administer disk space allocation..................................................................................................................45
7.5.2
Monitor disk space usage .............................................................................................................................45
7.6
OPERATIONAL ADMINISTRATION ..........................................................................................................................45
7.6.1
Installation ...................................................................................................................................................45
7.6.2
Un-installation .............................................................................................................................................46
7.6.3
Operation control.........................................................................................................................................46
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7.6.4
Development and maintenance of an operational management tool-set......................................................46
7.6.5
Configuration and reconfiguration ..............................................................................................................46
7.6.6
Housekeeping and preventative maintenance processes ..............................................................................46
7.7
OPERATIONAL SECURITY ......................................................................................................................................46
7.7.1
Implement Security plan...............................................................................................................................46
7.7.2
Security monitoring ......................................................................................................................................46
7.7.3
Security control ............................................................................................................................................46
7.8
REPORT METRICS ..................................................................................................................................................46
7.8.1
7.8.2
Schedule Report............................................................................................................................................46
7.8.3
Generate Report ...........................................................................................................................................46
7.8.4
7.8.5
Review Report ..............................................................................................................................................46
7.8.6
7.9
EVALUATE AND IMPROVE PROCESS.......................................................................................................................47
7.9.1
7.9.2
7.9.3
7.9.4
Implement Plan ............................................................................................................................................47
7.9.5
7.9.6
8
DELIVERY PLAN CHANGE MANAGEMENT ................................................................................................48

8.1
LOG AND CLASSIFY CHANGE ................................................................................................................................48
8.2
RISK AND IMPACT ASSESSMENT............................................................................................................................48
8.3
CHANGE APPROVAL ..............................................................................................................................................48
8.4
SCHEDULE CHANGE ..............................................................................................................................................48
8.5
IMPLEMENT CHANGE ............................................................................................................................................48
8.6
BACK OUT CHANGE ..............................................................................................................................................48
8.7
URGENT CHANGE ..................................................................................................................................................48
8.8
POST CHANGE REVIEW .........................................................................................................................................48
8.9
8.10 EVALUATE ANY IMPROVEMENT RECOMMENDATIONS ................................................................................................48
8.1
LOG AND CLASSIFY CHANGE ................................................................................................................................48
8.1.1
Access RFC Form: RFC Form Accessed .....................................................................................................48
8.1.2
Complete and Submit RFC ...........................................................................................................................48
8.1.3
Initial Review of RFC ...................................................................................................................................49
8.1.4
Reject RFC ...................................................................................................................................................49
8.1.5
Return RFC to Requestor with Explanation .................................................................................................49
8.1.6
Close RFC ....................................................................................................................................................49
8.1.7
Review RFC for Completeness and Accuracy ..............................................................................................49
8.1.8
RFC Accepted...............................................................................................................................................49
8.1.9
Work with Requestor to Complete RFC .......................................................................................................49
8.1.10
Urgent Change .............................................................................................................................................49
8.1.11
Standard Change..........................................................................................................................................49
8.1.12
Identify Standard Change Model..................................................................................................................49
8.1.13
Identify Standard Change Owner.................................................................................................................49
8.1.14
Assign Initial Priority...................................................................................................................................49
8.1.15
Identify Change Owner ................................................................................................................................49
8.2
RISK AND IMPACT ASSESSMENT............................................................................................................................49
8.2.1
Estimate & Document RFC Level of Effort ..................................................................................................49
8.2.2
Assess and Document Risk & Impact of Change..........................................................................................50
8.2.3
Minor Change ..............................................................................................................................................50
8.2.4
Risk & Impact Acceptable ............................................................................................................................50
8.2.5
Notify Change Requestor of Rejection..........................................................................................................50
8.2.6
Close RFC ....................................................................................................................................................50
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8.2.7
Identify & Notify Change Approval Board (CAB) Members about Major Change......................................50
8.3
MAJOR CHANGE APPROVAL..................................................................................................................................50
8.3.1
Evaluate all related RFCs...........................................................................................................................50
8.3.2
Review Change Category Impact & Priority................................................................................................50
8.3.3
Category, Impact & Priority Okay ...............................................................................................................50
8.3.4
Update Category, Impact & Priority of Change ..........................................................................................50
8.3.5
Resolve any Open Issues ..............................................................................................................................50
8.3.6
Risk & Impact Acceptable ............................................................................................................................50
8.3.7
Document Reasons for RFC Rejection .........................................................................................................50
8.3.8
Change Rejection Final................................................................................................................................50
8.3.9
Notify Change Parties of rejection ...............................................................................................................51
8.3.10
Close RFC ....................................................................................................................................................51
8.3.11
Notify Change Parties that Change is approved ..........................................................................................51
8.3.12
Identify resources .........................................................................................................................................51
8.4
SCHEDULE CHANGE ..............................................................................................................................................51
8.4.1
Identify Preliminary Schedule ......................................................................................................................51
8.4.2
Notify All Interested Parties of Preliminary Change Schedule ....................................................................51
8.4.3
Assign Resources..........................................................................................................................................51
8.4.4
Publish Forward Schedule of Changes ........................................................................................................51
8.4.5
Standard Change..........................................................................................................................................51
8.5
IMPLEMENT CHANGE ............................................................................................................................................51
8.5.1
Review RFC Documentation, Build and Test Results...................................................................................51
8.5.2
Urgent Change .............................................................................................................................................51
8.5.3
Preliminary Schedule OK.............................................................................................................................51
8.5.4
Set Final Change Date.............................................................................................................................51
8.5.5
Update Forward Schedule of Changes.........................................................................................................52
8.5.6
Publish Forward Schedule of Changes ........................................................................................................52
8.5.7
Implement Urgent & Standard Change into Defined Environments ............................................................52
8.5.8
Implementation Successful ...........................................................................................................................52
8.5.9
Minor or Standard Change ..........................................................................................................................52
8.5.10
Close RFC ....................................................................................................................................................52
8.5.11
Conduct Formal Turnover to Support ..........................................................................................................52
8.6
BACK OUT CHANGE ..............................................................................................................................................52
8.6.1
Execute Change Back-out Plan ....................................................................................................................52
8.6.2
Notify All Interested Parties of Back-out......................................................................................................52
8.6.3
Perform Root Cause Analysis on Failed Change .........................................................................................52
8.6.4
Root Cause Identified ...................................................................................................................................52
8.6.5
Identify and Document Corrective Actions ..................................................................................................52
8.6.6
Standard Change..........................................................................................................................................52
8.6.7
Update Standard Change Model Procedures...............................................................................................52
8.7
URGENT CHANGE ..................................................................................................................................................53
8.7.1
Notify & Schedule Emergency CAB .............................................................................................................53
8.7.2
Assign Change Owner ..................................................................................................................................53
8.7.3
Assess Urgency, Risk and Impact of Change ...............................................................................................53
8.7.4
Change Approved .........................................................................................................................................53
8.7.5
Identify and Assign Resources (Change Domain Experts)...........................................................................53
8.7.6
Notify Interested Change Parties .................................................................................................................53
8.7.7
Build and Test Required ...............................................................................................................................53
8.7.8
Resolve Urgent Change Issues .....................................................................................................................53
8.8
POST IMPLEMENTATION REVIEW ..........................................................................................................................53
8.8.1
Review Change Implementation ...................................................................................................................53
8.8.2
Verify Change is Complete & Signoff...........................................................................................................53
8.8.3
Change Complete & Signoff Obtained .........................................................................................................53
8.8.4
Document Change Improvement Recommendations ....................................................................................53
8.8.5
Back-out Change ..........................................................................................................................................54
8.8.6
Close RFC ....................................................................................................................................................54
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8.9
REPORT METRICS ..................................................................................................................................................54
8.9.1
8.9.2
Schedule Report............................................................................................................................................54
8.9.3
Generate Report ...........................................................................................................................................54
8.9.4
8.9.5
Review Report ..............................................................................................................................................54
8.9.6
Update Change Management Plan...............................................................................................................54
8.10.1
8.10.2
8.10.3
8.10.4
Implement Plan ............................................................................................................................................54
8.10.5
8.10.6
9
DELIVERY PLAN CONFIGURATION MANAGEMENT ...............................................................................56

9.1
IDENTIFICATION OF CONFIGURATION ITEMS .........................................................................................................56
9.2
MONITOR AND VERIFY CONFIGURATION MANAGEMENT DATA BASE (CMDB) ...................................................56
9.3
CONTROL AND MAINTAIN CMDB .........................................................................................................................56
9.4
CMDB AUDIT .......................................................................................................................................................56
9.5
9.6
EVALUATE IMPROVEMENT RECOMMENDATIONS .......................................................................................................56
9.1
IDENTIFICATION OF CONFIGURATION ITEMS (CI)..................................................................................................56
9.1.1
Strategy for Gathering CI Information.........................................................................................................56
9.1.2
Identify and Label Configuration Items........................................................................................................56
9.1.3
9.2
MONITOR AND VERIFY CMDB .............................................................................................................................56
9.2.1
Monitor and Report Unauthorized Changes ................................................................................................56
9.2.2
Configuration Monitoring ............................................................................................................................56
9.2.3
Verify with CMDB on CI Status and Data ...................................................................................................57
9.2.4
Unauthorized Change Found .......................................................................................................................57
9.2.5
Determine Responsible Party .......................................................................................................................57
9.2.6
Notify Management and Warn Offender ......................................................................................................57
9.2.7
Assess Impact of Unauthorized Change .......................................................................................................57
9.2.8
Initiate RFC to Reconcile CMDB.................................................................................................................57
9.2.9
Update CMDB..............................................................................................................................................57
9.3
CONTROL AND MAINTAIN CMDB .........................................................................................................................57
9.3.1
Verify RFC CIs with CMDB........................................................................................................................57
9.3.2
Discrepancy Found ......................................................................................................................................57
9.3.3
New CI..........................................................................................................................................................57
9.3.4
Prepare CI Discrepancy Report ...................................................................................................................57
9.3.5
CI Registration .............................................................................................................................................57
9.3.6
Remove CI ....................................................................................................................................................57
9.3.7
CI De-registration ........................................................................................................................................57
9.3.8
Modify or Update CI Information / Status....................................................................................................58
9.3.9
Verify RFC Completion and CMDB Updated ..............................................................................................58
9.4
CMDB AUDIT .......................................................................................................................................................58
9.4.1
Determine Portion of CMDB to be audited..................................................................................................58
9.4.2
Physical Audit ..............................................................................................................................................58
9.4.3
Run Auto Discovery Tool .............................................................................................................................58
9.4.4
Sample Physical CIs for Audit ....................................................................................................................58
9.4.5
Compare Output with CMDB .......................................................................................................................58
9.4.6
Discrepancies Found....................................................................................................................................58
9.4.7
Investigate Findings and Determine Root Causes........................................................................................58
9.4.8
Determine Appropriate Actions....................................................................................................................58
9.4.9
Prepare and Distribute the Audit Report .....................................................................................................58
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9.4.10
CAB Review Required ..................................................................................................................................58
9.4.11
Update Configuration Management Plan if Required..................................................................................58
9.5
REPORT METRICS ..................................................................................................................................................59
9.5.1
9.5.2
Schedule Report............................................................................................................................................59
9.5.3
Generate Report ...........................................................................................................................................59
9.5.4
9.5.5
Review Report ..............................................................................................................................................59
9.5.6
9.6
EVALUATE AND IMPROVE PROCESS.......................................................................................................................59
9.6.1
9.6.2
9.6.3
9.6.4
Implement Plan ............................................................................................................................................59
9.6.5
9.6.6
10
DELIVERY PLAN SERVICE PLANNING .....................................................................................................60
10.1 PLAN FOR NEW OR UPDATED STANDARD SERVICE ...............................................................................................60

10.2 CONDUCT SERVICE RISK ANALYSIS ......................................................................................................................60
10.3 DEFINE FUNCTIONAL REQUIREMENTS ..................................................................................................................60
10.4 ANALYZE CAPABILITY GAPS ................................................................................................................................60
10.5 BUY VERSUS BUILD DECISIONS ............................................................................................................................60
10.6 DETERMINE ROI ON SERVICE DEVELOPMENT ......................................................................................................60
10.7 CREATE SERVICE DESIGN SPECIFICATIONS ...........................................................................................................60
10.8 PERFORM SERVICE (PORTFOLIO) REVIEWS ...........................................................................................................60
10.9 PROCESS QUALITY CONTROL ..................................................................................................................................60
10.10
EVALUATE IMPROVEMENT RECOMMENDATIONS ...................................................................................................60
10.1 PLAN FOR NEW & / OR UPDATED STANDARD SERVICE .........................................................................................60
10.1.1
Review new service decision ........................................................................................................................60
10.1.2
Sketch a high level definition of each service...............................................................................................60
10.1.3
Project needed service capabilities & infrastructure ...................................................................................61
10.1.4
Ensure new services fit service portfolio & delivery architecture................................................................61
10.2 CONDUCT RISK ANALYSIS ....................................................................................................................................61
10.2.1
Understand, Document & Evaluate Risks ....................................................................................................61
10.2.2
Periodically Analyze Risks ...........................................................................................................................61
10.3 DEFINE FUNCTIONAL REQUIREMENTS ..................................................................................................................61
10.3.1
Document specific service functionality .......................................................................................................61
10.3.2
Define & price standard services .................................................................................................................61
10.3.3
Refine Service Demand Projections .............................................................................................................61
10.3.4
Define Detailed Functional Specifications...................................................................................................61
10.4 ANALYZE CAPABILITY GAPS ................................................................................................................................61
10.4.1
Determine Gaps............................................................................................................................................61
10.4.2
Identify Areas that Need Attention ...............................................................................................................61
10.5 BUY VERSUS BUILD DECISIONS ............................................................................................................................61
10.5.1
Review Functional Requirements .................................................................................................................61
10.5.2
Incorporate design feedback ........................................................................................................................62
10.5.3
Accept or reject recommendations ...............................................................................................................62
10.5.4
Define External Design Specification...........................................................................................................62
10.5.5
Define procurement specifications ...............................................................................................................62
10.5.6
Define the internal design specification .......................................................................................................62
10.6 DETERMINE ROI ON SERVICE DEVELOPMENT ......................................................................................................62
10.6.1
Assess Development and Delivery Cost........................................................................................................62
10.6.2
Make Projections..........................................................................................................................................62
10.6.3
Make Decision..............................................................................................................................................62
10.7 CREATE SERVICE DESIGN SPECIFICATIONS ...........................................................................................................62
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10.7.1
Develop Internal Design Specification.........................................................................................................62
10.8 PERFORM SERVICE (PORTFOLIO) REVIEWS ...........................................................................................................62
10.8.1
Evaluate portfolio impact.............................................................................................................................62
10.8.2
Keep Service Current ...................................................................................................................................62
10.8.3
Manage Service Value..................................................................................................................................62
10.8.4
Obsolete Service ...........................................................................................................................................63
10.9 REPORT METRICS ..................................................................................................................................................63
10.9.1
10.9.2
Schedule Report............................................................................................................................................63
10.9.3
Generate Report ...........................................................................................................................................63
10.9.4
10.9.5
Review Report ..............................................................................................................................................63
10.9.6
10.10
EVALUATE AND IMPROVE PROCESS...................................................................................................................63
10.10.1
Evaluate Process for Improvement...........................................................................................................63
10.10.2
Develop Improvement Implementation Plan ............................................................................................63
10.10.3
Create and Submit RFC............................................................................................................................63
10.10.4
Implement Plan.........................................................................................................................................63
10.10.5
Review Implementation ............................................................................................................................63
10.10.6
Update Process improvement Plan ..........................................................................................................63
11
DELIVERY PLAN IT STRATEGY AND ARCHITECTURE PLANNING.................................................64
11.1 DEFINE AND DOCUMENT THE IT VISION & MISSION .............................................................................................64

11.2 PERFORM STRATEGIC ANALYSIS ...........................................................................................................................64
11.3 DETERMINE IT BUDGET ........................................................................................................................................64
11.4 ENHANCE THE SERVICE RECOMMENDATION LIST .................................................................................................64
11.5 DEFINE IT ARCHITECTURE ....................................................................................................................................64
11.7 EVALUATE IMPROVEMENT RECOMMENDATIONS .......................................................................................................64
11.1 DEFINE AND DOCUMENT THE IT VISION & MISSION .............................................................................................64
11.1.1
Define the Vision & Mission of the IT organization.....................................................................................64
11.1.2
Document the IT Vision & Mission ..............................................................................................................64
11.1.3
Create awareness about the Mission............................................................................................................64
11.2 PERFORM STRATEGIC ANALYSIS ...........................................................................................................................65
11.2.1
Identify Strategic business objectives ...........................................................................................................65
11.2.2
Define or Study current business processes in line with market requirements ............................................65
11.2.3
Create Business data Models .......................................................................................................................65
11.2.4
Map the business data models to information requirements ........................................................................65
11.2.5
Identify Strategic IT Systems ........................................................................................................................65
11.2.6
Review Organizational Systems ...................................................................................................................65
11.3 DETERMINE IT BUDGET ........................................................................................................................................65
11.3.1
Determine the current costs and revenues for all the services .....................................................................65
11.3.2
Estimate projected costs and revenues across all Services ..........................................................................65
11.3.3
Allocate the available funds .........................................................................................................................65
11.4 ENHANCE THE SERVICE RECOMMENDATION LIST .................................................................................................65
11.4.1
Establish key objectives of developing the Service Recommendation List ...................................................65
11.4.2
Identify the means used to deliver services ..................................................................................................65
11.4.3
Identify areas of cost reduction ....................................................................................................................66
11.4.4
Confirm on the range of services that can be offered...................................................................................66
11.4.5
Prioritize the Service recommendations.......................................................................................................66
11.4.6
Approve Service recommendation ................................................................................................................66
11.4.7
Select the appropriate service solutions.......................................................................................................66
11.5 DEFINE IT ARCHITECTURE ....................................................................................................................................66
11.5.1
Identify strategic areas where technology can be enabled...........................................................................66
11.5.2
Establish a Process Architecture..................................................................................................................66
11.5.3
Establish an application architecture...........................................................................................................66
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11.5.4
Establish Technology architecture ...............................................................................................................66
11.5.5
Establish Service Architecture .....................................................................................................................66
11.5.6
Establish Delivery Architecture ...................................................................................................................66
11.5.7
Establish Security Architecture ....................................................................................................................66
11.5.8
Document the various architectures.............................................................................................................66
11.6 REPORT METRICS ..................................................................................................................................................67
11.6.1
11.6.2
Schedule Report............................................................................................................................................67
11.6.3
Generate Report ...........................................................................................................................................67
11.6.4
11.6.5
Review Report ..............................................................................................................................................67
11.6.6
11.7.1
11.7.2
11.7.3
11.7.4
Implement Plan ............................................................................................................................................67
11.7.5
11.7.6
12
DELIVERY PLAN IT BUSINESS ASSESSMENT .........................................................................................68
12.1 DEFINE IT SERVICES MARKET SEGMENTS ............................................................................................................68

12.2 CHARACTERIZE SERVICE OPPORTUNITIES .............................................................................................................68
12.3 REVIEW SEGMENT SIZE AND GROWTH POTENTIAL ...............................................................................................68
12.4 CONDUCT COMPETITIVE ANALYSIS & SUMMARIZE THE MARKET ANALYSIS REPORT ..........................................68
12.1 DEFINE IT SERVICES MARKET SEGMENTS ............................................................................................................68
12.1.1
Identify potential customers .........................................................................................................................68
12.1.2
Segment and assign the potential customers into logical groups .................................................................68
12.1.3
Identify and validate the needs of each segment ..........................................................................................68
12.1.4
Identify and describe the factors influencing the business needs of the potential customers and attributes of
each segment ................................................................................................................................................................68
12.2 CHARACTERIZE SERVICE OPPORTUNITIES .............................................................................................................69
12.2.1
Describe the key aspects of potential IT Services.........................................................................................69
12.2.2
Plot the relationship of the service characteristics with market segment descriptions ................................69
12.3 REVIEW SEGMENT SIZE AND GROWTH POTENTIAL ...............................................................................................69
12.3.1
Analyze potential for IT Services in individual segments .............................................................................69
12.3.2
Estimate position of customers on the range of IT services .........................................................................69
12.3.3
Determine the amount of growth for characterized IT services in each segment.........................................69
12.4 CONDUCT COMPETITIVE ANALYSIS & SUMMARIZE THE MARKET ANALYSIS REPORT ..........................................69
12.4.1
Conduct External Analysis ...........................................................................................................................69
12.4.2
Conduct Internal Analysis ............................................................................................................................69
12.4.3
Conduct Situation Analysis...........................................................................................................................69
12.4.4
Conduct segment value chain analysis.........................................................................................................69
12.4.5
Identify key service competitors and understand their market positions with specific market segments .....69
12.4.6
Identify perceived market segments threats and develop appropriate responses to them ............................70
12.4.7
Summarize and document the various analysis reports ...............................................................................70
12.5 REPORT METRICS ..................................................................................................................................................70
12.5.1
12.5.2
Schedule Report............................................................................................................................................70
12.5.3
Generate Report ...........................................................................................................................................70
12.5.4
12.5.5
Review Report ..............................................................................................................................................70
12.5.6
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12.6.2
12.6.3
12.6.4
12.6.5
12.6.6
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Plan

Implement Plan ............................................................................................................................................70
DELIVERY PLAN CUSTOMER MANAGEMENT .......................................................................................72
13.1 PRE-SALES ............................................................................................................................................................72

13.2 SALES....................................................................................................................................................................72
13.3 RELATIONSHIP MANAGEMENT ..............................................................................................................................72
13.1 PRE-SALES ............................................................................................................................................................72
13.1.1
Develop Marketing communication..............................................................................................................72
13.1.2
Maintain proposal boilerplate......................................................................................................................72
13.1.3
Identify Service opportunities.......................................................................................................................72
13.2 SALES....................................................................................................................................................................72
13.2.1
Match requirements with standard Services ................................................................................................72
13.2.2
Validate requirements ..................................................................................................................................72
13.2.3
Ensure Compliance with legal requirements................................................................................................72
13.2.4
Ensure compliance with Commercial formalities.........................................................................................73
13.2.5
Respond to RFP............................................................................................................................................73
13.2.6
Perform new customer introduction .............................................................................................................73
13.2.7
Sales value realization..................................................................................................................................73
13.3 RELATIONSHIP MANAGEMENT ..............................................................................................................................73
13.3.1
Survey Customers .........................................................................................................................................73
13.3.2
Manage Customer relationship ....................................................................................................................73
13.3.3
Conduct executive briefing ...........................................................................................................................73
13.4 REPORT METRICS ..................................................................................................................................................73
13.4.1
13.4.2
Schedule Report............................................................................................................................................73
13.4.3
Generate Report ...........................................................................................................................................73
13.4.4
13.4.5
Review Report ..............................................................................................................................................73
13.4.6
13.5.1
13.5.2
13.5.3
13.5.4
Implement Plan ............................................................................................................................................74
13.5.5
13.5.6
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DELIVERY PLAN AVAILABILITY MANAGEMENT ................................................................................75
14.1 AVAILABILITY REQUIREMENTS ANALYSIS .............................................................................................................75

14.2 DOCUMENT SYSTEM OR APPLICATION ARCHITECTURE ........................................................................................75
14.3 GAP ANALYSIS & RECOMMENDATION...................................................................................................................75
14.4 AVAILABILITY REVIEW .........................................................................................................................................75
14.5 REPORT METRICS ..................................................................................................................................................75
14.6 EVALUATE AND IMPROVE PROCESS ......................................................................................................................75
14.1 AVAILABILITY REQUIREMENTS ANALYSIS .............................................................................................................75
14.1.1
Understand service goals .............................................................................................................................75
14.1.2
Document availability requirements ............................................................................................................75
14.1.3
Validate with SLM ........................................................................................................................................75
14.1.4
Develop Availability Plan ............................................................................................................................75
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Review Availability Plan ..............................................................................................................................75
14.2 DOCUMENT SYSTEM OR APPLICATION ARCHITECTURE ........................................................................................76
14.2.1
Define service critical CIs...........................................................................................................................76
14.2.2
Document service critical CIs and relationships ........................................................................................76
14.2.3
Document / review CI monitoring capability ...............................................................................................76
14.2.4
Document system / application architecture ................................................................................................76
14.3 GAP ANALYSIS & RECOMMENDATION...................................................................................................................76
14.3.1
Gap / risk analysis........................................................................................................................................76
14.3.2
Identify single point of failure ......................................................................................................................76
14.3.3
Evaluate alternative approaches ..................................................................................................................76
14.3.4
Buy versus build recommendation and specification ...................................................................................76
14.3.5
Plan / aggregate downtime...........................................................................................................................76
14.3.6
Create RFC ..................................................................................................................................................76
14.4 AVAILABILITY REVIEW .........................................................................................................................................76
14.4.1
Define availability measurement model .......................................................................................................76
14.4.2
Trend analysis ..............................................................................................................................................76
14.4.3
Analyze expanded incident lifecycle .............................................................................................................77
14.4.4
Investigate large outages..............................................................................................................................77
14.4.5
Analyze availability reports..........................................................................................................................77
14.5 REPORT METRICS ..................................................................................................................................................77
14.5.1
14.5.2
Schedule Report............................................................................................................................................77
14.5.3
Generate Report ...........................................................................................................................................77
14.5.4
14.5.5
Review Report ..............................................................................................................................................77
14.5.6
14.6.1
14.6.2
14.6.3
14.6.4
Implement Plan ............................................................................................................................................77
14.6.5
14.6.6
15
DELIVERY PLAN CAPACITY MANAGEMENT .........................................................................................79
15.1 CHARACTERIZE SERVICE WORKLOADS AND DEMAND ..........................................................................................79

15.2 DETERMINE CAPACITY REQUIREMENTS ................................................................................................................79
15.3 CONDUCT CAPACITY GAP ANALYSIS ....................................................................................................................79
15.1 CHARACTERIZE SERVICE WORKLOADS AND DEMAND ..........................................................................................79
15.1.1
Monitoring....................................................................................................................................................79
15.1.2
Storage of Capacity data..............................................................................................................................79
15.1.3
Analysis of capacity data..............................................................................................................................79
15.2 DETERMINE CAPACITY REQUIREMENTS ................................................................................................................79
15.2.1
Modeling and Evaluation of effect of new or upgraded service, external factors ........................................79
15.2.2
Performance prediction................................................................................................................................79
15.2.3
Demand Management...................................................................................................................................79
15.3 CONDUCT CAPACITY GAP ANALYSIS ....................................................................................................................80
15.3.1
Develop gap analysis and report..................................................................................................................80
15.3.2
Develop buy vs. build recommendations ......................................................................................................80
15.3.3
Develop buy and build specifications...........................................................................................................80
15.4 REPORT METRICS ..................................................................................................................................................80
15.4.1
15.4.2
Schedule Report............................................................................................................................................80
15.4.3
Generate Report ...........................................................................................................................................80
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15.4.4
15.4.5
Review Report ..............................................................................................................................................80
15.4.6
15.5.1
15.5.2
15.5.3
15.5.4
Implement Plan ............................................................................................................................................81
15.5.5
15.5.6
16
DELIVERY PLAN CONTINUITY MANAGEMENT ....................................................................................82
16.1 CONDUCT RISK & DISASTER AVOIDANCE ASSESSMENT .......................................................................................82

16.2 CONDUCT BUSINESS IMPACT ANALYSIS (BIA) .....................................................................................................82
16.3 DETERMINE BACKUP OPTIONS ..............................................................................................................................82
16.4 CONTINUITY AND DISASTER RECOVERY TEAM.....................................................................................................82
16.5 DESIGN & DEVELOP CONTINUITY & DISASTER RECOVERY PLAN.........................................................................82
16.6 ALTERNATE PROCESSING FOR CRITICAL CI ..........................................................................................................82
16.7 CONTINUITY AND DISASTER RECOVERY PLAN REHEARSALS ................................................................................82
16.8 CONTINUITY AND DISASTER RECOVERY PLAN MAINTENANCE.............................................................................82
16.1 CONDUCT RISK & DISASTER AVOIDANCE ASSESSMENT .......................................................................................82
16.1.1
Identify potential threats ..............................................................................................................................82
16.1.2
Assess probability of threats.........................................................................................................................82
16.1.3
Evaluate current disaster avoidance measures ............................................................................................82
16.1.4
Assess risk controls in place to mitigate threats...........................................................................................82
16.1.5
Determine the impact to organization without adequate controls................................................................83
16.1.6
Analyze value to organization of additional controls...................................................................................83
16.2 CONDUCT BUSINESS IMPACT ANALYSIS (BIA) .....................................................................................................83
16.2.1
Define methodology and process to be used in BIA .....................................................................................83
16.2.2
Identify business functions to be analyzed....................................................................................................83
16.2.3
Define criteria for categories .......................................................................................................................83
16.2.4
Design validates questions and conduct interview.......................................................................................83
16.2.5
Analyze the data and validate findings if necessary .....................................................................................83
16.2.6
Develop conclusions and present final report ..............................................................................................83
16.3 DETERMINE BACKUP OPTIONS ..............................................................................................................................83
16.3.1
Identify possible backup options for critical functions.................................................................................83
16.3.2
Evaluate and determine backup options for varying scenarios....................................................................83
16.3.3
Determine backup options for critical functions ..........................................................................................83
16.3.4
Design procedures to invoke backup options ...............................................................................................83
16.4 CONTINUITY AND DISASTER RECOVERY TEAM.....................................................................................................84
16.4.1
Define structure of recovery team ................................................................................................................84
16.4.2
Define recovery team functions ....................................................................................................................84
16.4.3
Define recovery team leaders, alternates and members...............................................................................84
16.4.4
Define team charter and recovery procedures .............................................................................................84
16.5 DESIGN AND DEVELOP DISASTER RECOVERY PLAN (DRP) ..................................................................................84
16.5.1
Determine structure and methodology .........................................................................................................84
16.5.2
Define notification schedule and process.....................................................................................................84
16.5.3
Define escalation process.............................................................................................................................84
16.5.4
Incorporate into the DRP the organizations key recovery objectives and policy .......................................84
16.5.5
Define recovery steps ...................................................................................................................................84
16.5.6
Define restoration process, including acceptance criteria...........................................................................84
16.6 ALTERNATE PROCESSING FOR CRITICAL CI ..........................................................................................................84
16.6.1
Identify critical CIs for alternate processing ..............................................................................................84
16.6.2
Develop options for alternate processing.....................................................................................................84
16.6.3
Develop alternate processing steps ..............................................................................................................85
16.6.4
Develop procedure to return from alternate processing to normal processing...................................85
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16.7 CONTINUITY AND DISASTER RECOVERY PLAN REHEARSALS ................................................................................85

16.7.1
Design program for rehearsals ....................................................................................................................85
16.7.2
Develop rehearsal scenarios ........................................................................................................................85
16.7.3
Plan and schedule rehearsals (planned and unannounced).........................................................................85
16.7.4
Develop evaluation techniques.....................................................................................................................85
16.7.5
Conduct rehearsals.......................................................................................................................................85
16.7.6
Develop and distribute post-mortem reports with lessons learned, etc. Derive action plans to address
findings/lessons learnt..................................................................................................................................................85
16.8 CONTINUITY AND DISASTER RECOVERY PLAN MAINTENANCE.............................................................................85
16.8.1
Assign responsibility for plan maintenance..................................................................................................85
16.8.2
Establish review and maintenance of procedures and schedules.................................................................85
16.8.3
Integrate maintenance process with Change Management processes..........................................................85
16.8.4
Create distribution list..................................................................................................................................85
16.9 REPORT METRICS ..................................................................................................................................................86
16.9.1
16.9.2
Schedule Report............................................................................................................................................86
16.9.3
Generate Report ...........................................................................................................................................86
16.9.4
16.9.5
Review Report ..............................................................................................................................................86
16.9.6
16.10
16.10.1
16.10.2
16.10.3
16.10.4
Implement Plan.........................................................................................................................................86
16.10.5
16.10.6
17
DELIVERY PLAN SECURITY MANAGEMENT .........................................................................................87
17.1 PLAN AND ORGANIZE THE SECURITY MANAGEMENT FRAMEWORK ......................................................................87

17.2 DEVELOPMENT OF THE SECURITY PLAN................................................................................................................87
17.3 AUDIT AND EVALUATION ......................................................................................................................................87
17.4 SECURITY REPORTING AND ANALYSIS ..................................................................................................................87
17.1 PLAN AND ORGANIZE THE SECURITY MANAGEMENT FRAMEWORK ......................................................................87
17.1.1
Develop a framework for Security Management ..........................................................................................87
17.1.2
Alignment with the SLA and business requirements.....................................................................................87
17.1.3
Define performance metrics, reporting, audit and review requirements......................................................87
17.2 DEVELOPMENT OF THE SECURITY PLAN................................................................................................................87
17.2.1
Develop guidelines for implementation........................................................................................................87
17.2.2
Development of access control.....................................................................................................................87
17.2.3
Development of Anti-Virus control policy ....................................................................................................87
17.2.4
Development of authentication policy ..........................................................................................................87
17.2.5
Development of Encryption or data protection policy..................................................................................88
17.2.6
Development of border and remote Security guidelines...............................................................................88
17.2.7
Development of other required security control guidelines .........................................................................88
17.2.8
Documentation of various specifics..............................................................................................................88
17.3 AUDIT AND EVALUATION ......................................................................................................................................88
17.3.1
Conduct security reviews of IT systems ........................................................................................................88
17.3.2
Conduct Audit & evaluation of security measures .......................................................................................88
17.4 SECURITY REPORTING AND ANALYSIS ..................................................................................................................88
17.4.1
Generate Audit and Evaluation Reports.......................................................................................................88
17.4.2
Analysis of Audit and Evaluation reports.....................................................................................................88
17.4.3
Generate observations and improvement plans ...........................................................................................88
17.4.4
Summarize reporting data and provide to the concerned recipients............................................................88
17.4.5
Analyze and Review service level compliance data......................................................................................88
17.4.6
Generate service level compliance report ....................................................................................................88
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17.5 REPORT METRICS ..................................................................................................................................................89

17.5.1
17.5.2
Schedule Report............................................................................................................................................89
17.5.3
Generate Report ...........................................................................................................................................89
17.5.4
17.5.5
Review Report ..............................................................................................................................................89
17.5.6
17.6.1
17.6.2
17.6.3
17.6.4
Implement Plan ............................................................................................................................................89
17.6.5
17.6.6
18
DELIVERY PLAN FINANCIAL MANAGEMENT .......................................................................................90
18.1 SERVICE COST PLANNING .....................................................................................................................................90

18.2 DETERMINE / REVISE MODE OF COSTING ..............................................................................................................90
18.3 DETERMINE / REVISE SERVICE BUDGET ................................................................................................................90
18.4 DEFINE / REVISE STANDARD COST UNITS & CHARGEABLE ITEMS ........................................................................90
18.5 DETERMINE / REVISE CHARGING POLICY, CHARGING CALCULATIONS AND PRICING METHODOLOGY ..................90
18.6 DETERMINE / REVISE SOURCES FOR RESOURCE USAGE .........................................................................................90
18.7 ANALYZE SERVICE USAGE AND COST AND REPORTING .........................................................................................90
18.8 CALCULATE SERVICE INVOICE AND BILL THE CUSTOMER ....................................................................................90
18.9 RECEIVE PAYMENT ...............................................................................................................................................90
18.10
CALCULATE TOTAL COST OF OWNERSHIP .........................................................................................................90
18.11
TRACK FINANCIAL ASSETS ...............................................................................................................................90
17.1 SERVICE COST PLANNING .....................................................................................................................................90
17.1.1
Develop the Financial Analysis (Costing and Charging).............................................................................90
17.1.2
Validate and monitor projections (cost / charge).........................................................................................91
17.2 DETERMINE / REVISE MODE OF COSTING ..............................................................................................................91
17.2.1
Develop costing policies for the specific Service Plan .................................................................................91
17.2.2
Categorize Service costs...............................................................................................................................91
17.2.3
Define or revise cost allocation policies ......................................................................................................91
17.3 DETERMINE / REVISE SERVICE BUDGET ................................................................................................................91
17.3.1
Identify non-allocable IT costs .....................................................................................................................91
17.3.2
Negotiate customer funding..........................................................................................................................91
17.3.3
Annualize cost expenditures .........................................................................................................................91
17.3.4
Finalize Service Budget................................................................................................................................91
17.4 DEFINE / REVISE STANDARD COST UNITS & CHARGEABLE ITEMS ........................................................................91
17.4.1
Define equipment cost units..........................................................................................................................91
17.4.2
Define software cost units ............................................................................................................................91
17.4.3
Define organizational cost units...................................................................................................................91
17.4.4
Define facilities cost units ............................................................................................................................91
17.4.5
Define transfer cost units .............................................................................................................................92
17.4.6
Determine the cost of delivering each Service .............................................................................................92
17.4.7
Calculate the Standard Cost Units of Business Transactions ......................................................................92
17.4.8
Define and develop sources of Cost data required.......................................................................................92
17.4.9
Define chargeable items...............................................................................................................................92
17.4.10
Define items not covered by IT Services that require cost unit recovery .................................................92
17.5 DETERMINE / REVISE CHARGING POLICY, CHARGING CALCULATIONS AND PRICING METHODOLOGY ..................92
17.5.1
Define/Review Charging requirements ........................................................................................................92
17.5.2
Generate and Identify appropriate Charging strategy .................................................................................92
17.5.3
Analysis of the charging strategy .................................................................................................................92
17.5.4
Define / revise procedures for charging calculations (who, what, when, how) ...........................................92
17.5.5
Develop a Budgeted rate for each Service ...................................................................................................92
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17.5.6
Publish Price List .........................................................................................................................................92
17.6 DETERMINE / REVISE SOURCES FOR RESOURCE USAGE .........................................................................................92
17.6.1
Identify usage data sources ..........................................................................................................................92
17.6.2
Define / revise methodology to capture usage data......................................................................................93
17.7 ANALYZE SERVICE USAGE, COST AND REPORTING ...............................................................................................93
17.7.1
Compare monthly revenues vs. actual costs .................................................................................................93
17.7.2
Compare actual costs to budgeted Costs by Service ....................................................................................93
17.7.3
Analyze for any variation in the reports.......................................................................................................93
17.7.4
Identify the discrepancy and recommend changes .......................................................................................93
17.7.5
Generate and distribute Financial Management reports .............................................................................93
17.8 CALCULATE SERVICE INVOICE AND BILL THE CUSTOMER ....................................................................................93
17.8.1
Perform charging calculations.....................................................................................................................93
17.8.2
Generate Invoice, summary reports and submit to customer .......................................................................93
17.9 RECEIVE PAYMENT ...............................................................................................................................................93
17.9.1
Receive payment and match with Invoice.....................................................................................................93
17.9.2
Issue discrepancy report ..............................................................................................................................93
17.9.3
Reissue invoice .............................................................................................................................................93
17.9.4
Track payment ..............................................................................................................................................93
17.9.5
Escalate non-payment ..................................................................................................................................94
17.10
CALCULATE TOTAL COST OF OWNERSHIP (TCO) .............................................................................................94
17.10.1
Calculate the TCO for IT Services ...........................................................................................................94
17.10.2
Is it at par with industry standards...........................................................................................................94
17.10.3
Develop TCO improvement plans.............................................................................................................94
17.11
TRACK FINANCIAL ASSETS ...............................................................................................................................94
17.11.1
Determine existing assets .........................................................................................................................94
17.11.2
Determine asset lifecycle phase................................................................................................................94
17.11.3
Register new assets...................................................................................................................................94
17.11.4
Apply depreciation tariffs and Retire assets.............................................................................................94
17.12
REPORT METRICS ..............................................................................................................................................94
17.12.1
Develop Management Reports .................................................................................................................94
17.12.2
Schedule Report........................................................................................................................................94
17.12.3
Generate Report .......................................................................................................................................94
17.12.4
Distribute Report......................................................................................................................................94
17.12.5
Review Report...........................................................................................................................................95
17.12.6
Update Configuration Management Plan ................................................................................................95
17.13
17.13.1
17.13.2
17.13.3
17.13.4
Implement Plan.........................................................................................................................................95
17.13.5
17.13.6
18
DELIVERY PLAN SERVICE BUILD & TEST ..............................................................................................96
18.1 INITIAL SETUP .......................................................................................................................................................96

18.2 BUILD DEVELOPMENT...........................................................................................................................................96
18.3 BUILD TESTING .....................................................................................................................................................96
18.4 BUILD DOCUMENTATION ......................................................................................................................................96
18.1 INITIAL SETUP .......................................................................................................................................................96
18.1.1
Understand Design Specifications ...............................................................................................................96
18.1.2
Create Build Plan / Development Plan ........................................................................................................96
18.1.3
Acquire CIs (Configurable Items) ...............................................................................................................96
18.1.4
Certify Hardware / Software ........................................................................................................................96
18.2 BUILD DEVELOPMENT...........................................................................................................................................97
18.2.1
Create / Reuse programs Generate / Customize Code ..............................................................................97
18.2.2
Embed application instrumentation..............................................................................................................97
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18.2.3
Integrate Components ..................................................................................................................................97
18.3 BUILD TESTING .....................................................................................................................................................97
18.3.1
Develop test plan ..........................................................................................................................................97
18.3.2
Prototype Test Required ...............................................................................................................................97
18.3.3
Prototype Test ..............................................................................................................................................97
18.3.4
Unit Testing ..................................................................................................................................................97
18.3.5
System/Pilot Test ..........................................................................................................................................97
18.3.6
Integration Test Required.............................................................................................................................97
18.3.7
Integration test .............................................................................................................................................97
18.4 BUILD DOCUMENTATION ......................................................................................................................................98
18.4.1
Develop Test Results and Support Documentation ......................................................................................98
18.4.2
Develop Operations documentation .............................................................................................................98
18.4.3
Develop Training Documentation ................................................................................................................98
18.4.4
Document Recovery Procedures ..................................................................................................................98
18.4.5
Develop Master Blueprint ............................................................................................................................98
18.5 REPORT METRICS ..................................................................................................................................................98
18.5.1
18.5.2
Schedule Report............................................................................................................................................98
18.5.3
Generate Report ...........................................................................................................................................98
18.5.4
18.5.5
Review Report ..............................................................................................................................................98
18.5.6
18.6.1
18.6.2
18.6.3
18.6.4
Implement Plan ............................................................................................................................................99
18.6.5
18.6.6
19
DELIVERY PLAN RELEASE TO PRODUCTION......................................................................................100
19.1 RELEASE PLANNING ............................................................................................................................................100

19.2 RELEASE PREPARATION ......................................................................................................................................100
19.3 TRAINING ............................................................................................................................................................100
19.4 PRODUCTION TEST ..............................................................................................................................................100
19.5 USER ACCEPTANCE TEST ....................................................................................................................................100
19.6 RELEASE ACTIVATION ........................................................................................................................................100
19.1 RELEASE PLANNING ............................................................................................................................................100
19.1.1
Initial Setup ................................................................................................................................................100
19.1.2
Implementation Planning ...........................................................................................................................100
19.2 RELEASE PREPARATION ......................................................................................................................................101
19.2.1
Facilities Preparation ................................................................................................................................101
19.2.2
Hardware Distribution ...............................................................................................................................101
19.2.3
Software Distribution .................................................................................................................................101
19.2.4
Implement New Support Tools....................................................................................................................101
19.3 TRAINING ............................................................................................................................................................101
19.3.1
Train Installers ...........................................................................................................................................101
19.3.2
Train Operators..........................................................................................................................................101
19.3.3
Train Service Desk .....................................................................................................................................101
19.3.4
Train Users.................................................................................................................................................101
19.4 PRODUCTION TEST ..............................................................................................................................................102
19.4.1
Production Test Setup ................................................................................................................................102
19.4.2
Production Test Execution .........................................................................................................................102
19.4.3
Unconditional Signoff.................................................................................................................................102
19.5 USER ACCEPTANCE TEST ....................................................................................................................................102
19.5.1
User Acceptance Test setup........................................................................................................................102
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19.5.2
User Acceptance Test Execution ................................................................................................................102
19.5.3
Unconditional Signoff.................................................................................................................................102
19.6 RELEASE ACTIVATION ........................................................................................................................................103
19.6.1
Complete Implementation of Components..................................................................................................103
19.6.2
Limited Release ..........................................................................................................................................103
19.6.3
Cutover to New CIs for Limited Environment...........................................................................................103
19.6.4
Satisfactory.................................................................................................................................................103
19.6.5
Cut Over to New CIs for All Services / Customers....................................................................................103
19.6.6
Assign Official Release Number.................................................................................................................103
19.7 REPORT METRICS ................................................................................................................................................103
19.7.1
Develop Management Reports ...................................................................................................................103
19.7.2
Schedule Report..........................................................................................................................................103
19.7.3
Generate Report .........................................................................................................................................103
19.7.4
Distribute Report........................................................................................................................................103
19.7.5
Review Report ............................................................................................................................................103
19.7.6
Update Configuration Management Plan ..................................................................................................103
19.8 EVALUATE AND IMPROVE PROCESS.....................................................................................................................104
19.8.1
Evaluate Process for Improvement ............................................................................................................104
19.8.2
Develop Improvement Implementation Plan ..............................................................................................104
19.8.3
Create and Submit RFC .............................................................................................................................104
19.8.4
Implement Plan ..........................................................................................................................................104
19.8.5
Review Implementation ..............................................................................................................................104
19.8.6
Update Process improvement Plan ............................................................................................................104
20
PLANS...................................................................................................................................................................105
20.1
20.2
20.3
20.4
20.5
20.6
21
PORTFOLIO & TEAM STRUCTURE .............................................................................................................107

21.1
22
System Architecture........................................................................................................................................105
Data Management ..........................................................................................................................................105
Risk Management Plan...................................................................................................................................105
Issues & Dependencies...................................................................................................................................105
Tailoring & Waivers.......................................................................................................................................106
Communication Plan......................................................................................................................................106
Role and Responsibilities ...............................................................................................................................107
SERVICE MONITORING / CONTROL AND ANALYSIS............................................................................108
22.1 SERVICE REPORTING ...........................................................................................................................................108

22.2 SERVICE REVIEW ................................................................................................................................................108
22.3 PROCESS METRICS ..............................................................................................................................................108
22.3.1
Service Level Management.........................................................................................................................108
22.3.2
Incident Management .................................................................................................................................108
22.3.3
Problem Management ................................................................................................................................109
22.3.4
Operations Management ............................................................................................................................109
22.3.5
Change Management..................................................................................................................................109
22.3.6
Configuration Management........................................................................................................................109
22.3.7
Service Planning ........................................................................................................................................110
22.3.8
Availability Management ...........................................................................................................................110
22.3.9
Capacity Management................................................................................................................................110
22.3.10
Service Build and Test ............................................................................................................................110
22.3.11
Release to Production ............................................................................................................................111
22.3.12
IT Strategy and Architecture Planning...................................................................................................111
22.3.13
IT Business Assessment ..........................................................................................................................111
22.3.14
Financial Management...........................................................................................................................111
22.3.15
Customer Management...........................................................................................................................112
22.3.16
Security Management .............................................................................................................................112
22.3.17
Project Specific Metrics .........................................................................................................................112
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CUSTOMER / SERVICE GOALS .....................................................................................................................113
24
APPENDIX ...........................................................................................................................................................114
24.1
24.2
24.3
ABBREVIATIONS AND ACRONYMS.......................................................................................................................114

DEFINITIONS .......................................................................................................................................................114
REFERENCES .......................................................................................................................................................114
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1 Introduction
Please write a short paragraph detailing why this document exists, what is its purpose and what it does for
your Portfolio / Team.
This document should detail how your Portfolio or Team will implement and execute the processes being
documented as part of the ITSM Implementation Programme.
1.1 Customer overview

Provide a brief overview of the customer
1.2 Project Overview

A brief project overview covering the main aspects of the project, technology, services, etc
Project demographics should be referred from Project Initiation Note.
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2 Project Information
2.1 Scope
<Document here the scope of this Service Delivery and Monitoring Plan with respect to the services defined for
the project, duration, service window, SLAs, team size, etc..>
IN SCOPE
OUT OF SCOPE
2.1.1
Services Defined for the Project
2.1.2
Duration
2.1.3
Service Window
2.1.4
SLAs
Provide a link to SOW
2.1.5
Team Size
2.2 Organization
2.2.1
Team structure including customer organization
2.2.2
Team Contacts
2.2.3
Customer Contacts
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2.2.4
Escalation Chart
2.3 Resource
2.3.1
Hardware Resources
No
H/W Description
1.
Desktop
2.
Laptop
3.
Server
Qty
OS Build
OS Version
Remarks
NOTE: Write one entry each for all the above, if OS build and version is different
2.3.2
Software Resources
No
S/W Description
Qty
Version
Provided by
Remarks
1.
<HP or Customer>
2.
<HP or Customer>
3.
<HP or Customer>
4.
<HP or Customer>
IT Contact for any assistance related to software and / or hardware requirements planned.
Name
Land phone
Email ID
Mobile phone
2.3.3
Staff
No
2.3.4
Skill required
No of people
Plan / Remarks
Training Plan
Skill Required
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2.3.5
External Interfaces
External Groups
Interactions
OLA exists?
Pointer to OLA
IM Function
HR
Training
Quality
2.3.6
Shift Plan
Link to shift plan document, if applicable
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3 Security Framework Controls
3.1 Planning
1. Are HPs security policies applicable for this account (Project / multiple projects under the same
customer account)?
<Write YES or NO>
2. Are customer security policies applicable?
<Write YES or NO>
3. Type of Business
<Write AMS or Dev or Maintenance etc., >
4. Quality Standard to be followed
<Write either ITSM or Customer defined>
5. Anti Virus Management
Insert a link to Security Plan
6. Patch Management
Insert a link to Security Plan
7. HP s Mandatory Trainings
Plan to complete all the mandatory trainings http://learn.hp.com as per HPs requirements
3.2 Monitoring
1. Are all team members are aware of ALL applicable security controls?
<Write YES or NO>
<Point to the Skills & training document where exactly this is documented.>
<Point to PMR <YYMM> in which this is reviewed with PMO and Program Manager>
2. Provide BCP Coordinator contact details:

Name
Email ID
Land phone
Mobile phone (if any)
3. Anti Virus Last updated on <DD/MM/YYYY>
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4 Service Level management
4.1 Identify customer needs
4.2 Negotiate and Document Service Level Agreement
4.3 Supplier Management
4.4 Monitor and report on Service Level Agreement
4.5 Perform Service Level Agreement Review
4.6 Process Quality Control
4.7 Evaluate any Improvement recommendations
4.1 Identify Customer Needs
4.1.1
Identify Customer Specific Service Requirements
4.1.2
Validate requirements with the customer
4.1.3
Define the SLA structure
4.1.4
Define performance metrics, reporting and review requirements
4.2 Negotiate and Document Service Level Agreement
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4.2.1
Define SLA requirements
4.2.2
Identify OLA requirements
4.2.3
Identify any Underpinning contracts requirements
4.2.4
Draft, negotiate and finalize SLA
4.3 Supplier Management
4.3.1
Assess supplier contracts
4.3.2
Partner with key suppliers
4.3.3
Establish review cycle
4.3.4
Review supplier performance
4.4 Monitor and report on Service Level Agreement
4.4.1
Summarize Support Data
4.4.2
Analyze / Review Service Level Compliance Data
4.4.3
Generate Customer SLA Summary Report and submit to the customer
4.5 Perform Service Level Agreement Review
4.5.1
Conduct SLA Review Meeting
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4.5.2
Review Report
4.5.3
Analyze Customer Feedback
4.5.4
Review and update SLAs
4.6.1
Develop Management reports
4.6.2
Schedule Reports
4.6.3
Generate Reports
4.6.4
Distribute Reports
4.6.5
Review Reports
4.6.6
Update Configuration Management Plan
4.7.1
Evaluate Process for Improvement
4.7.2
Develop Improvement and Implementation Plan
4.7.3
Create and Submit Request For Change (RFC)
4.7.4
Implement Plan
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4.7.5
Review Implementation
4.7.6
Update Process improvement Plan
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5 Delivery Plan Incident Management
5.1 Log Incident / Service Request
5.2 Assign Incident or Service Request
5.3 Diagnose/ Resolve at Level 1
5.4 Diagnose/ Resolve Using Incident Support
5.5 Manage Escalation
5.6 Diagnose/ Resolve via Escalation Team
5.7 Implement Service Request
5.8 Incident Control
5.9 Close Incident
5.10
Report Metrics
5.11
Evaluate and improve Process
5.1 Log Incident/ Service Request
5.1.1
Close Incident/ Service Request
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5.1.2
Categorize Incident/ Service Request
5.1.3
Prioritize Incident/ Service Request
5.1.4
Valid Incident / Service Request?
5.2 Assign Incident or Service Request
5.2.1
Assign to Appropriate Level / Work Group
5.2.2
Immediate Escalation Required?
5.2.3
Assign Ownership of the Service Request or Incident to an Incident Controller
5.2.4
Pre-Defined Service Request?
5.2.5
Request for Change (RFC)?
5.2.6
Has this been assigned to Level 1?
5.3 Diagnose / Resolve at Level 1
5.3.1
Isolate Incident
5.3.2
Resolve Incident
5.3.3
Document Incident Status
5.3.4
Resolved / Completed?
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5.3.5
Escalation Required?
5.4 Diagnose/ Resolve Using Incident Support
5.4.1
Isolate Incident
5.4.2
Resolve Incident
5.4.3
Document Incident / Status
5.4.4
Resolved/ Completed?
5.4.5
Escalation Required?
5.4.6
Higher Level Support Available?
5.4.7
Assign to Next Level Support
5.5 Manage Escalation
5.5.1
Evaluate Escalation
5.5.2
Document Incident / Service Request Status
5.5.3
Valid Escalation
5.5.4
Return Invalid Escalation to Originator
5.5.5
Incident Controller Request
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5.5.6
Assign to Escalation Team Lead
5.6 Diagnose/ Resolve via Escalation Team
5.6.1
Review Situation
5.6.2
Create / Engage Escalation Team
5.6.3
Create Escalation Communication Plan
5.6.4
Execute Required Communications
5.6.5
Create Escalation Resolution Plan
5.6.6
Document Escalated Incident Status
5.6.7
Execute Escalation Resolution Plan
5.6.8
Document Escalated Incident Status
5.6.9
Escalation Resolved?
5.6.10 Evaluate Situation and Review Options
5.6.11 Update Escalation Resolution Plan
5.6.12 Inform and Confirm Escalation Resolution with Customer
5.6.13 Document Escalated Incident Status
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5.6.14 Conduct After-Action Review and Communicate Results
5.6.15 Follow-Up Action Required?
5.6.16 Perform Follow-up Actions
5.6.17 Submit an RFC
5.6.18 Submit a Problem (if required)
5.6.19 Update Incident Record
5.7 Implement Service Request
5.7.1
Complete
5.7.2
Pre-defined Service Request
5.7.3
Update Service Request status
5.8 Incident Control
5.8.1
Accept Incident / Service Request Ownership
5.8.2
Monitor Incident/ Service Request
5.8.3
Address Any Validity Issues and Reassign
5.8.4
Communicate
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5.8.5
Service Request?
5.8.6
Completed?
5.8.7
Transfer?
5.8.8
Was at
5.8.9
Level 1?
5.9 Close Incident
5.9.1
Verify with Customer that Incident/ Service Request is Resolved
5.9.2
Resolved
5.9.3
Close Incident/ Service Request
5.9.4
Update and Reassign
5.9.5
Update User When Necessary on Problem Resolution
5.9.6
Perform End User Feedback
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5.10 Report Metrics
5.10.1 Develop Management Reports
5.10.2 Schedule Report
5.10.3 Generate Report
5.10.4 Distribute Report
5.10.5 Review Report
5.10.6 Update Configuration Management Plan
5.11 Evaluate any Improvement Recommendations
5.11.1 Evaluate Process for Improvement
5.11.2 Develop Improvement and Implementation Plan
5.11.3 Create and Submit RFC
5.11.4 Implement Plan
5.11.5 Review Implementation
5.11.6 Update Process improvement Plan
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Delivery Plan Problem Management
6.1 Identify Problem
6.2 Log Problem
6.3 Determine root cause
6.4 Recommend solution
6.5 Raise Request for Change
6.6 Close Problem
6.7 Report Metrics
6.8 Evaluate and Improve Process
6.1 Identify Problem
6.1.1
Analyze Incident data
6.1.2
Analyze Problem data
6.1.3
Analyze Operational data
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6.1.4
Analyze Release Notes
6.1.5
Analyze Knowledge database
6.2 Log Problem
6.2.1
Log Problem
6.2.2
Assign Impact
6.2.3
Set Urgency
6.2.4
Set Priority
6.2.5
Assign Owner
6.3 Determine root cause
6.3.1
Diagnose Problem
6.3.2
Root Cause Found
6.3.3
Isolate Root Cause
6.3.4
Create Work-around
6.3.5
Update Knowledge Database
6.3.6
Update Problem Record
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6.4 Recommend solution
6.4.1
Determine and Recommend Fix
6.4.2
Review and Validate Recommended Problem Fix
6.4.3
Approved
6.4.4
6.5 Raise Request for Change
6.5.1
Initiate Request for Change
6.5.2
Record Error Resolution
6.5.3
6.6 Close Problem
6.6.1
Problem Resolved
6.6.2
Update Problem database
6.6.3
Close Problem record
6.7 Report Metrics
6.7.1
Develop Management Reports
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6.7.2
Schedule Report
6.7.3
Generate Report
6.7.4
Distribute Report
6.7.5
Review Report
6.7.6
6.8 Evaluate and Improve Process
6.8.1
6.8.2
Develop Improvement Implementation Plan
6.8.3
Create and Submit RFC
6.8.4
Implement Plan
6.8.5
6.8.6
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7 Delivery Plan Operations management
7.1 Management of IT infrastructure Events
7.2 Fault Management
7.3 Backup and Restore Management
7.4 Workload and output - Management and Scheduling
7.5 Storage Management
7.6 Operational Administration
7.7 Operational Security
7.1 Management of IT infrastructure Events
7.1.1
Event monitoring
7.1.2
Event detection
7.1.3
Event logging
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7.1.4
Event examination and filtering
7.1.5
Event processing, correlation and escalation
7.1.6
Event resolution
7.1.7
Event closure
7.1.8
Management of event lifecycle
7.1.9
Event reporting
7.2 Fault Management
7.2.1
Monitoring of Faults
7.2.2
Accept and Notify
7.2.3
Analysis of Faults
7.2.4
Resolution of Faults
7.3 Backup and Restore Management
7.3.1
Establish Backup and Restore strategy
7.3.2
Schedule for Backup
7.3.3
Verification of backup
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7.3.4
Store & Manage Backup media
7.3.5
Restoration of data
7.4 Workload and output - Management and Scheduling
7.4.1
Develop Workload scheduling
7.4.2
Scheduling of Operational workloads
7.4.3
Scheduling of exceptional workloads
7.4.4
Enterprise workload scheduling
7.4.5
Administering of print output
7.4.6
Monitoring print output
7.5 Storage Management
7.5.1
Administer disk space allocation
7.5.2
Monitor disk space usage
7.6 Operational Administration
7.6.1
Installation
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7.6.2
Un-installation
7.6.3
Operation control
7.6.4
Development and maintenance of an operational management tool-set
7.6.5
Configuration and reconfiguration
7.6.6
Housekeeping and preventative maintenance processes
7.7 Operational Security
7.7.1
Implement Security plan
7.7.2
Security monitoring
7.7.3
Security control
7.8 Report Metrics
7.8.1
7.8.2
Schedule Report
7.8.3
Generate Report
7.8.4
Distribute Report
7.8.5
Review Report
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7.8.6
7.9 Evaluate and improve Process
7.9.1
7.9.2
7.9.3
7.9.4
Implement Plan
7.9.5
7.9.6
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8 Delivery Plan Change Management
8.1 Log and Classify Change
8.2 Risk and Impact Assessment
8.3 Change Approval
8.4 Schedule Change
8.5 Implement Change
8.6 Back out Change
8.7 Urgent Change
8.8 Post Change Review
8.10
Evaluate any Improvement recommendations
8.1 Log and Classify Change
8.1.1
Access RFC Form: RFC Form Accessed
8.1.2
Complete and Submit RFC
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8.1.3
Initial Review of RFC
8.1.4
Reject RFC
8.1.5
Return RFC to Requestor with Explanation
8.1.6
Close RFC
8.1.7
Review RFC for Completeness and Accuracy
8.1.8
RFC Accepted
8.1.9
Work with Requestor to Complete RFC
8.1.10 Urgent Change
8.1.11 Standard Change
8.1.12 Identify Standard Change Model
8.1.13 Identify Standard Change Owner
8.1.14 Assign Initial Priority
8.1.15 Identify Change Owner
8.2 Risk and Impact Assessment
8.2.1
Estimate & Document RFC Level of Effort
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8.2.2
Assess and Document Risk & Impact of Change
8.2.3
Minor Change
8.2.4
Risk & Impact Acceptable
8.2.5
Notify Change Requestor of Rejection
8.2.6
Close RFC
8.2.7
Identify & Notify Change Approval Board (CAB) Members about Major Change
8.3 Major Change Approval
8.3.1
Evaluate all related RFCs
8.3.2
Review Change Category Impact & Priority
8.3.3
Category, Impact & Priority Okay
8.3.4
Update Category, Impact & Priority of Change
8.3.5
Resolve any Open Issues
8.3.6
Risk & Impact Acceptable
8.3.7
Document Reasons for RFC Rejection
8.3.8
Change Rejection Final
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8.3.9
Notify Change Parties of rejection
8.3.10 Close RFC
8.3.11 Notify Change Parties that Change is approved
8.3.12 Identify resources
8.4 Schedule Change
8.4.1
Identify Preliminary Schedule
8.4.2
Notify All Interested Parties of Preliminary Change Schedule
8.4.3
Assign Resources
8.4.4
Publish Forward Schedule of Changes
8.4.5
Standard Change
8.5 Implement Change
8.5.1
Review RFC Documentation, Build and Test Results
8.5.2
Urgent Change
8.5.3
Preliminary Schedule OK
8.5.4
Set Final Change Date
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8.5.5
Update Forward Schedule of Changes
8.5.6
Publish Forward Schedule of Changes
8.5.7
Implement Urgent & Standard Change into Defined Environments
8.5.8
Implementation Successful
8.5.9
Minor or Standard Change
8.5.10 Close RFC
8.5.11 Conduct Formal Turnover to Support
8.6 Back out Change
8.6.1
Execute Change Back-out Plan
8.6.2
Notify All Interested Parties of Back-out
8.6.3
Perform Root Cause Analysis on Failed Change
8.6.4
Root Cause Identified
8.6.5
Identify and Document Corrective Actions
8.6.6
Standard Change
8.6.7
Update Standard Change Model Procedures
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8.7 Urgent Change
8.7.1
Notify & Schedule Emergency CAB
8.7.2
Assign Change Owner
8.7.3
Assess Urgency, Risk and Impact of Change
8.7.4
Change Approved
8.7.5
Identify and Assign Resources (Change Domain Experts)
8.7.6
Notify Interested Change Parties
8.7.7
Build and Test Required
8.7.8
Resolve Urgent Change Issues
8.8 Post Implementation Review
8.8.1
Review Change Implementation
8.8.2
Verify Change is Complete & Signoff
8.8.3
Change Complete & Signoff Obtained
8.8.4
Document Change Improvement Recommendations
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8.8.5
Back-out Change
8.8.6
Close RFC
8.9 Report Metrics
8.9.1
8.9.2
Schedule Report
8.9.3
Generate Report
8.9.4
Distribute Report
8.9.5
Review Report
8.9.6
Update Change Management Plan
8.10
8.10.2 Develop Improvement Implementation Plan
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9 Delivery Plan Configuration Management
9.1 Identification of Configuration Items
9.2 Monitor and Verify Configuration Management Data Base (CMDB)
9.3 Control and maintain CMDB
9.4 CMDB Audit
9.6 Evaluate Improvement recommendations
9.1 Identification of Configuration Items (CI)
9.1.1
Strategy for Gathering CI Information
9.1.2
Identify and Label Configuration Items
9.1.3
9.2 Monitor and Verify CMDB
9.2.1
Monitor and Report Unauthorized Changes
9.2.2
Configuration Monitoring
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9.2.3
Verify with CMDB on CI Status and Data
9.2.4
Unauthorized Change Found
9.2.5
Determine Responsible Party
9.2.6
Notify Management and Warn Offender
9.2.7
Assess Impact of Unauthorized Change
9.2.8
Initiate RFC to Reconcile CMDB
9.2.9
Update CMDB
9.3 Control and maintain CMDB
9.3.1
Verify RFC CIs with CMDB
9.3.2
Discrepancy Found
9.3.3
New CI
9.3.4
Prepare CI Discrepancy Report
9.3.5
CI Registration
9.3.6
Remove CI
9.3.7
CI De-registration
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9.3.8
Modify or Update CI Information / Status
9.3.9
Verify RFC Completion and CMDB Updated
9.4 CMDB Audit
9.4.1
Determine Portion of CMDB to be audited
9.4.2
Physical Audit
9.4.3
Run Auto Discovery Tool
9.4.4
Sample Physical CIs for Audit
9.4.5
Compare Output with CMDB
9.4.6
Discrepancies Found
9.4.7
Investigate Findings and Determine Root Causes
9.4.8
Determine Appropriate Actions
9.4.9
Prepare and Distribute the Audit Report
9.4.10 CAB Review Required
9.4.11 Update Configuration Management Plan if Required
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9.5 Report Metrics
9.5.1
9.5.2
Schedule Report
9.5.3
Generate Report
9.5.4
Distribute Report
9.5.5
Review Report
9.5.6
9.6.1
9.6.2
9.6.3
9.6.4
Implement Plan
9.6.5
9.6.6
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10 Delivery Plan Service Planning
10.1
Plan for New or Updated Standard Service
10.2
Conduct Service Risk Analysis
10.3
Define Functional Requirements
10.4
Analyze Capability Gaps
10.5
Buy versus Build Decisions
10.6
Determine ROI on Service Development
10.7
Create Service Design Specifications
10.8
Perform Service (Portfolio) Reviews
10.9
Process Quality Control
10.10 Evaluate Improvement recommendations
10.1
Plan for New & / or Updated Standard Service
10.1.1 Review new service decision
10.1.2 Sketch a high level definition of each service
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10.1.3 Project needed service capabilities & infrastructure
10.1.4 Ensure new services fit service portfolio & delivery architecture
10.2
Conduct Risk Analysis
10.2.1 Understand, Document & Evaluate Risks
10.2.2 Periodically Analyze Risks
10.3
Define Functional Requirements
10.3.1 Document specific service functionality
10.3.2 Define & price standard services
10.3.3 Refine Service Demand Projections
10.3.4 Define Detailed Functional Specifications
10.4
Analyze Capability Gaps
10.4.1 Determine Gaps
10.4.2 Identify Areas that Need Attention
10.5
Buy versus Build Decisions
10.5.1 Review Functional Requirements
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10.5.2 Incorporate design feedback
10.5.3 Accept or reject recommendations
10.5.4 Define External Design Specification
10.5.5 Define procurement specifications
10.5.6 Define the internal design specification
10.6
Determine ROI on Service Development
10.6.1 Assess Development and Delivery Cost
10.6.2 Make Projections
10.6.3 Make Decision
10.7
Create Service Design Specifications
10.7.1 Develop Internal Design Specification
10.8
Perform Service (Portfolio) Reviews
10.8.1 Evaluate portfolio impact
10.8.2 Keep Service Current
10.8.3 Manage Service Value
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10.8.4 Obsolete Service
10.9
Report Metrics
10.10.1
10.10.2
10.10.3
10.10.4
Implement Plan
10.10.5
10.10.6
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11 Delivery Plan IT Strategy and Architecture Planning
11.1
Define and Document the IT Vision & Mission
11.2
Perform Strategic Analysis
11.3
Determine IT Budget
11.4
Enhance the Service Recommendation List
11.5
Define IT Architecture
11.6
11.7
Evaluate Improvement recommendations
11.1
Define and Document the IT Vision & Mission
11.1.1 Define the Vision & Mission of the IT organization
11.1.2 Document the IT Vision & Mission
11.1.3 Create awareness about the Mission
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11.2
Perform Strategic Analysis
11.2.1 Identify Strategic business objectives
11.2.2 Define or Study current business processes in line with market requirements
11.2.3 Create Business data Models
11.2.4 Map the business data models to information requirements
11.2.5 Identify Strategic IT Systems
11.2.6 Review Organizational Systems
11.3
Determine IT Budget
11.3.1 Determine the current costs and revenues for all the services
11.3.2 Estimate projected costs and revenues across all Services
11.3.3 Allocate the available funds
11.4
Enhance the Service Recommendation List
11.4.1 Establish key objectives of developing the Service Recommendation List
11.4.2 Identify the means used to deliver services
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11.4.3 Identify areas of cost reduction
11.4.4 Confirm on the range of services that can be offered
11.4.5 Prioritize the Service recommendations
11.4.6 Approve Service recommendation
11.4.7 Select the appropriate service solutions
11.5
Define IT Architecture
11.5.1 Identify strategic areas where technology can be enabled
11.5.2 Establish a Process Architecture
11.5.3 Establish an application architecture
11.5.4 Establish Technology architecture
11.5.5 Establish Service Architecture
11.5.6 Establish Delivery Architecture
11.5.7 Establish Security Architecture
11.5.8 Document the various architectures
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11.6
Report Metrics
11.7
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12 Delivery Plan IT Business Assessment
12.1
Define IT Services Market Segments
12.2
Characterize Service Opportunities
12.3
Review Segment Size and Growth Potential
12.4
Conduct Competitive Analysis & Summarize the Market Analysis Report
12.5
12.6
12.1
Define IT Services Market Segments
12.1.1 Identify potential customers
12.1.2 Segment and assign the potential customers into logical groups
12.1.3 Identify and validate the needs of each segment
12.1.4 Identify and describe the factors influencing the business needs of the potential
customers and attributes of each segment
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12.2
Characterize Service Opportunities
12.2.1 Describe the key aspects of potential IT Services
12.2.2 Plot the relationship of the service characteristics with market segment descriptions
12.3
Review Segment Size and Growth Potential
12.3.1 Analyze potential for IT Services in individual segments
12.3.2 Estimate position of customers on the range of IT services
12.3.3 Determine the amount of growth for characterized IT services in each segment
12.4
Conduct Competitive Analysis & Summarize the Market Analysis Report
12.4.1 Conduct External Analysis
12.4.2 Conduct Internal Analysis
12.4.3 Conduct Situation Analysis
12.4.4 Conduct segment value chain analysis
12.4.5 Identify key service competitors and understand their market positions with specific
market segments
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12.4.6 Identify perceived market segments threats and develop appropriate responses to
them
12.4.7 Summarize and document the various analysis reports
12.5
Report Metrics
12.6
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13 Delivery Plan Customer Management
13.1
Pre-sales
13.2
Sales
13.3
Relationship Management
13.4
13.5
13.1
Pre-sales
13.1.1 Develop Marketing communication
13.1.2 Maintain proposal boilerplate
13.1.3 Identify Service opportunities
13.2
Sales
13.2.1 Match requirements with standard Services
13.2.2 Validate requirements
13.2.3 Ensure Compliance with legal requirements
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13.2.4 Ensure compliance with Commercial formalities
13.2.5 Respond to RFP
13.2.6 Perform new customer introduction
13.2.7 Sales value realization
13.3
Relationship Management
13.3.1 Survey Customers
13.3.2 Manage Customer relationship
13.3.3 Conduct executive briefing
13.4
Report Metrics
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13.5
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14 Delivery Plan Availability Management
14.1
Availability requirements analysis
14.2
Document System or Application Architecture
14.3
Gap analysis & Recommendation
14.4
Availability review
14.5
Report Metrics
14.6
Evaluate and Improve Process
14.1
Availability requirements analysis
14.1.1 Understand service goals
14.1.2 Document availability requirements
14.1.3 Validate with SLM
14.1.4 Develop Availability Plan
14.1.5 Review Availability Plan
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14.2
Document System or Application Architecture
14.2.1 Define service critical CIs
14.2.2 Document service critical CIs and relationships
14.2.3 Document / review CI monitoring capability
14.2.4 Document system / application architecture
14.3
Gap analysis & Recommendation
14.3.1 Gap / risk analysis
14.3.2 Identify single point of failure
14.3.3 Evaluate alternative approaches
14.3.4 Buy versus build recommendation and specification
14.3.5 Plan / aggregate downtime
14.3.6 Create RFC
14.4
Availability review
14.4.1 Define availability measurement model
14.4.2 Trend analysis
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14.4.3 Analyze expanded incident lifecycle
14.4.4 Investigate large outages
14.4.5 Analyze availability reports
14.5
Report Metrics
14.6
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15 Delivery Plan Capacity Management
15.1
Characterize Service Workloads and Demand
15.2
Determine Capacity Requirements
15.3
Conduct Capacity Gap Analysis
15.4
15.5
15.1
Characterize Service Workloads and Demand
15.1.1 Monitoring
15.1.2 Storage of Capacity data
15.1.3 Analysis of capacity data
15.2
Determine Capacity Requirements
15.2.1 Modeling and Evaluation of effect of new or upgraded service, external factors
15.2.2 Performance prediction
15.2.3 Demand Management
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15.3
Conduct Capacity Gap Analysis
15.3.1 Develop gap analysis and report
15.3.2 Develop buy vs. build recommendations
15.3.3 Develop buy and build specifications
15.4
Report Metrics
15.5
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16 Delivery Plan Continuity Management
16.1
Conduct Risk & Disaster Avoidance Assessment
16.2
Conduct Business Impact Analysis (BIA)
16.3
Determine Backup Options
16.4
Continuity and Disaster Recovery Team
16.5
Design & Develop Continuity & Disaster Recovery Plan
16.6
Alternate Processing for Critical CI
16.7
Continuity and Disaster Recovery Plan Rehearsals
16.8
Continuity and Disaster Recovery Plan Maintenance
16.1
Conduct Risk & Disaster Avoidance Assessment
16.1.1 Identify potential threats
16.1.2 Assess probability of threats
16.1.3 Evaluate current disaster avoidance measures
16.1.4 Assess risk controls in place to mitigate threats
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16.1.5 Determine the impact to organization without adequate controls
16.1.6 Analyze value to organization of additional controls
16.2
Conduct Business Impact Analysis (BIA)
16.2.1 Define methodology and process to be used in BIA
16.2.2 Identify business functions to be analyzed
16.2.3 Define criteria for categories
16.2.4 Design validates questions and conduct interview
16.2.5 Analyze the data and validate findings if necessary
16.2.6 Develop conclusions and present final report
16.3
Determine Backup Options
16.3.1 Identify possible backup options for critical functions
16.3.2 Evaluate and determine backup options for varying scenarios
16.3.3 Determine backup options for critical functions
16.3.4 Design procedures to invoke backup options
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16.4
Continuity and Disaster Recovery Team
16.4.1 Define structure of recovery team
16.4.2 Define recovery team functions
16.4.3 Define recovery team leaders, alternates and members
16.4.4 Define team charter and recovery procedures
16.5
Design and Develop Disaster Recovery Plan (DRP)
16.5.1 Determine structure and methodology
16.5.2 Define notification schedule and process
16.5.3 Define escalation process
16.5.4 Incorporate into the DRP the organizations key recovery objectives and policy
16.5.5 Define recovery steps
16.5.6 Define restoration process, including acceptance criteria
16.6
Alternate Processing for Critical CI
16.6.1 Identify critical CIs for alternate processing
16.6.2 Develop options for alternate processing
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16.6.3 Develop alternate processing steps
16.6.4 Develop procedure to return from alternate processing to normal processing
16.7
Continuity and Disaster Recovery Plan Rehearsals
16.7.1 Design program for rehearsals
16.7.2 Develop rehearsal scenarios
16.7.3 Plan and schedule rehearsals (planned and unannounced)
16.7.4 Develop evaluation techniques
16.7.5 Conduct rehearsals
16.7.6 Develop and distribute post-mortem reports with lessons learned, etc. Derive action
plans to address findings/lessons learnt
16.8
Continuity and Disaster Recovery Plan Maintenance
16.8.1 Assign responsibility for plan maintenance
16.8.2 Establish review and maintenance of procedures and schedules
16.8.3 Integrate maintenance process with Change Management processes
16.8.4 Create distribution list
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16.9
Report Metrics
16.10.1
16.10.2
16.10.3
16.10.4
Implement Plan
16.10.5
16.10.6
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17 Delivery Plan Security Management
17.1
Plan and Organize the Security Management Framework
17.2
Development of the Security Plan
17.3
Audit and Evaluation
17.4
Security Reporting and Analysis
17.1
Plan and Organize the Security Management Framework
17.1.1 Develop a framework for Security Management
17.1.2 Alignment with the SLA and business requirements
17.1.3 Define performance metrics, reporting, audit and review requirements
17.2
Development of the Security Plan
17.2.1 Develop guidelines for implementation
17.2.2 Development of access control
17.2.3 Development of Anti-Virus control policy
17.2.4 Development of authentication policy
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17.2.5 Development of Encryption or data protection policy
17.2.6 Development of border and remote Security guidelines
17.2.7 Development of other required security control guidelines
17.2.8 Documentation of various specifics
17.3
Audit and Evaluation
17.3.1 Conduct security reviews of IT systems
17.3.2 Conduct Audit & evaluation of security measures
17.4
Security Reporting and Analysis
17.4.1 Generate Audit and Evaluation Reports
17.4.2 Analysis of Audit and Evaluation reports
17.4.3 Generate observations and improvement plans
17.4.4 Summarize reporting data and provide to the concerned recipients
17.4.5 Analyze and Review service level compliance data
17.4.6 Generate service level compliance report
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17.5
Report Metrics
17.6
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18 Delivery Plan Financial Management
18.1
Service Cost Planning
18.2
Determine / Revise mode of Costing
18.3
Determine / revise Service Budget
18.4
Define / Revise Standard Cost Units & chargeable items
18.5 Determine / Revise Charging policy, Charging Calculations and Pricing

methodology
18.6
Determine / Revise Sources for resource usage
18.7
Analyze service usage and Cost and Reporting
18.8
Calculate Service Invoice and Bill the Customer
18.9
Receive Payment
18.10 Calculate Total Cost of ownership
18.11 Track Financial Assets
17.1
Service Cost Planning
17.1.1 Develop the Financial Analysis (Costing and Charging)
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17.1.2 Validate and monitor projections (cost / charge)
17.2
Determine / Revise mode of Costing
17.2.1 Develop costing policies for the specific Service Plan
17.2.2 Categorize Service costs
17.2.3 Define or revise cost allocation policies
17.3
Determine / revise Service Budget
17.3.1 Identify non-allocable IT costs
17.3.2 Negotiate customer funding
17.3.3 Annualize cost expenditures
17.3.4 Finalize Service Budget
17.4
Define / Revise Standard Cost Units & chargeable items
17.4.1 Define equipment cost units
17.4.2 Define software cost units
17.4.3 Define organizational cost units
17.4.4 Define facilities cost units
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17.4.5 Define transfer cost units
17.4.6 Determine the cost of delivering each Service
17.4.7 Calculate the Standard Cost Units of Business Transactions
17.4.8 Define and develop sources of Cost data required
17.4.9 Define chargeable items
17.4.10
Define items not covered by IT Services that require cost unit recovery
17.5 Determine / Revise Charging policy, Charging Calculations and Pricing

methodology
17.5.1 Define/Review Charging requirements
17.5.2 Generate and Identify appropriate Charging strategy
17.5.3 Analysis of the charging strategy
17.5.4 Define / revise procedures for charging calculations (who, what, when, how)
17.5.5 Develop a Budgeted rate for each Service
17.5.6 Publish Price List
17.6
Determine / Revise Sources for resource usage
17.6.1 Identify usage data sources
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17.6.2 Define / revise methodology to capture usage data
17.7
Analyze service usage, Cost and Reporting
17.7.1 Compare monthly revenues vs. actual costs
17.7.2 Compare actual costs to budgeted Costs by Service
17.7.3 Analyze for any variation in the reports
17.7.4 Identify the discrepancy and recommend changes
17.7.5 Generate and distribute Financial Management reports
17.8
Calculate Service Invoice and Bill the Customer
17.8.1 Perform charging calculations
17.8.2 Generate Invoice, summary reports and submit to customer
17.9
Receive Payment
17.9.1 Receive payment and match with Invoice
17.9.2 Issue discrepancy report
17.9.3 Reissue invoice
17.9.4 Track payment
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17.9.5 Escalate non-payment
17.10 Calculate Total Cost of Ownership (TCO)
17.10.1
Calculate the TCO for IT Services
17.10.2
Is it at par with industry standards
17.10.3
Develop TCO improvement plans
17.11 Track Financial Assets
17.11.1
Determine existing assets
17.11.2
Determine asset lifecycle phase
17.11.3
Register new assets
17.11.4
Apply depreciation tariffs and Retire assets
17.12 Report Metrics
17.12.1
17.12.2
Schedule Report
17.12.3
Generate Report
17.12.4
Distribute Report
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17.12.5
Review Report
17.12.6
17.13.1
17.13.2
17.13.3
17.13.4
Implement Plan
17.13.5
17.13.6
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18 Delivery Plan Service Build & test
18.1
Initial Setup
18.2
Build Development
18.3
Build Testing
18.4
Build Documentation
18.1
Initial Setup
18.1.1 Understand Design Specifications
18.1.2 Create Build Plan / Development Plan
18.1.3 Acquire CIs (Configurable Items)
18.1.4 Certify Hardware / Software
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18.2
Build Development
18.2.1 Create / Reuse programs Generate / Customize Code
18.2.2 Embed application instrumentation
18.2.3 Integrate Components
18.3
Build Testing
18.3.1 Develop test plan
18.3.2 Prototype Test Required
18.3.3 Prototype Test
18.3.4 Unit Testing
18.3.5 System/Pilot Test
18.3.6 Integration Test Required
18.3.7 Integration test
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18.4
Build Documentation
18.4.1 Develop Test Results and Support Documentation
18.4.2 Develop Operations documentation
18.4.3 Develop Training Documentation
18.4.4 Document Recovery Procedures
18.4.5 Develop Master Blueprint
18.5
Report Metrics
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18.6
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19 Delivery Plan Release to Production
19.1
Release Planning
19.2
Release Preparation
19.3
Training
19.4
Production Test
19.5
User Acceptance Test
19.6
Release Activation
19.1
Release Planning
19.1.1 Initial Setup
19.1.2 Implementation Planning
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19.2
Release Preparation
19.2.1 Facilities Preparation
19.2.2 Hardware Distribution
19.2.3 Software Distribution
19.2.4 Implement New Support Tools
19.3
Training
19.3.1 Train Installers
19.3.2 Train Operators
19.3.3 Train Service Desk
19.3.4 Train Users
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19.4
Production Test
19.4.1 Production Test Setup
19.4.2 Production Test Execution
19.4.3 Unconditional Signoff
19.5
User Acceptance Test
19.5.1 User Acceptance Test setup
19.5.2 User Acceptance Test Execution
19.5.3 Unconditional Signoff
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19.6
Release Activation
19.6.1 Complete Implementation of Components
19.6.2 Limited Release
19.6.3 Cutover to New CIs for Limited Environment
19.6.4 Satisfactory
19.6.5 Cut Over to New CIs for All Services / Customers
19.6.6 Assign Official Release Number
19.7
Report Metrics
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19.8
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20 Plans
20.1 System Architecture
20.2 Data Management

Describe the data requirements, their form and content. Clearly state the reason for collecting each data /
document. Quite often data is collected with no clear understanding of how it will be used.
Tailor the sample set of data items provided in the table below for your project, however you can add more if
required
Data
Items
Metrics
Data
Reason for
Collecting
Source for Data
Person
Responsible
Data Location
To measure process
and product health
Minutes of
Meeting
Process &
Technical
audit
reports
Causal
Analysis
Reports
Project
Artifacts
Customer
Supplied
Products
Plans &
Estimates
General
Communi
cation
Financial
(invoice,
billing
details)
20.3 Risk Management Plan
20.4 Issues & Dependencies
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20.5 Tailoring & Waivers

Activities
Tailoring
Waivers
Reason for
Tailoring/Waiver
Approved By
20.6 Communication Plan

Identify Which Stakeholder needs What information, When (project phase or milestone), in what Format and at
what Frequency (daily, weekly, monthly, etc.). Also identify the Sender, the Receiver and what Channel (email,
Fax, Tcon, etc.) is to be used for the communication
Information
required
Stakeholder/s
Format
When
(phase/frequency)
Purpose
Sender
Communication
Channel
PM
PMR
Template
Monthly
For
tracking
PM
Email
PrM
Monthly
For
information
Email
Quality Rep.
Monthly
For
information
and
tracking
Email
Team Members
Monthly
For action
items
Common project
directory
Example
PMR
Project
Progress
review
Customer
Review
reports
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21 Portfolio & Team Structure

Enter a description here of how your Portfolio and Teams are structured, including names etc an
organization chart will be sufficient.
<< Portfolio Name / Team Name >>

Portfolio Manager
????????
Sample
Change Management:
????????
Service Desk
??????
Incident Management
Problem Management
Release Management
???????
Incident Manager:
Problem Manager:
Service Desk Analyst:
Configuration
Management
Problem Analyst:
???????
Application Support Team

Mgr:
Capacity Mgt
Availability Mgt
Security Mgt
Continuity Mgt
Application Support Team:
???????
???????
21.1 Role and Responsibilities

List out specific responsibilities or roles not covered in the R&R document (Quality System) in the table below.
Role
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Service Reporting
No
1.
Report Name
Intended audience
Weekly Report
Remarks
SDM, Team members
2.
3.
Service Review
No
Review
1.
Team meetings
2.
Status review with Customer
3.
Review with Practice Head
4.
Review with BU Head
Frequency
Weekly
Participants (Roles)
Process Manager and team members
Process Metrics
Service Level Management

Metrics Data
Unit of
Measurement
Collection
Frequency
Charts / Statistical
Collection
Frequency
Storage
technique used
Incident Management
Metrics Data
Unit of
Measurement
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Problem Management
Metrics Data
Unit of
Measurement
Collection
Frequency
Collection
Frequency
Collection
Frequency
Collection
Frequency
Storage
technique used
Operations Management
Metrics Data
Unit of
Measurement
Storage
technique used
Change Management
Metrics Data
Unit of
Measurement
Storage
technique used
Configuration Management
Metrics Data
Unit of
Measurement
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Service Planning
Metrics Data
Unit of
Measurement
Collection
Frequency
Collection
Frequency
Collection
Frequency
Collection
Frequency
Storage
technique used
Availability Management
Metrics Data
Unit of
Measurement
Storage
technique used
Capacity Management
Metrics Data
Unit of
Measurement
Storage
technique used
Service Build and Test

Metrics Data
Unit of
Measurement
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Release to Production
Metrics Data
Unit of
Measurement
Collection
Frequency
Storage
technique used
IT Strategy and Architecture Planning

Metrics Data
Unit of
Measurement
Collection
Frequency
Collection
Frequency
Collection
Frequency
Storage
technique used
IT Business Assessment
Metrics Data
Unit of
Measurement
Storage
technique used
Financial Management
Metrics Data
Unit of
Measurement
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Customer Management
Metrics Data
Unit of
Measurement
Collection
Frequency
Collection
Frequency
Storage
technique used
Security Management
Metrics Data
Unit of
Measurement
Storage
technique used
Project Specific Metrics

List out other project specific metrics if any apart for above given list
Metrics Data
Unit of
Measurement
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Frequency
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23 Customer / Service Goals

Goal
Priority
Metrics
Actions Planned
Remarks
technique used
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24 Appendix
Abbreviations and Acronyms

List the abbreviations and acronyms available in the document
Definitions
List the definitions which require explanation for better understanding, in the document
References
Describe the documents / work products that are referred to develop this document
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HP - Service Delivery and Monitoring Plan

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Hewlett-Packard Company

Service Delivery and

Service Delivery and Monitoring

CUSTOMER OVERVIEW ..........................................................................................................................................23

SECURITY FRAMEWORK CONTROLS .............................................................................................................27

SERVICE LEVEL MANAGEMENT ......................................................................................................................28

Service Delivery and Monitoring

DELIVERY PLAN INCIDENT MANAGEMENT ..............................................................................................32

Service Delivery and Monitoring

Service Delivery and Monitoring

DELIVERY PLAN PROBLEM MANAGEMENT..............................................................................................39

Service Delivery and Monitoring

DELIVERY PLAN OPERATIONS MANAGEMENT........................................................................................43

Service Delivery and Monitoring

DELIVERY PLAN CHANGE MANAGEMENT ................................................................................................48

Service Delivery and Monitoring

Service Delivery and Monitoring

DELIVERY PLAN CONFIGURATION MANAGEMENT ...............................................................................56

Service Delivery and Monitoring

DELIVERY PLAN SERVICE PLANNING .....................................................................................................60

10.1 PLAN FOR NEW OR UPDATED STANDARD SERVICE ...............................................................................................60

Service Delivery and Monitoring

DELIVERY PLAN IT STRATEGY AND ARCHITECTURE PLANNING.................................................64

11.1 DEFINE AND DOCUMENT THE IT VISION & MISSION .............................................................................................64

Service Delivery and Monitoring

DELIVERY PLAN IT BUSINESS ASSESSMENT .........................................................................................68

12.1 DEFINE IT SERVICES MARKET SEGMENTS ............................................................................................................68

Project ID No.: Project ID No

Service Delivery and Monitoring

Evaluate Process for Improvement ..............................................................................................................70

DELIVERY PLAN CUSTOMER MANAGEMENT .......................................................................................72

13.1 PRE-SALES ............................................................................................................................................................72

DELIVERY PLAN AVAILABILITY MANAGEMENT ................................................................................75

14.1 AVAILABILITY REQUIREMENTS ANALYSIS .............................................................................................................75

Service Delivery and Monitoring

DELIVERY PLAN CAPACITY MANAGEMENT .........................................................................................79

15.1 CHARACTERIZE SERVICE WORKLOADS AND DEMAND ..........................................................................................79

Service Delivery and Monitoring

DELIVERY PLAN CONTINUITY MANAGEMENT ....................................................................................82

16.1 CONDUCT RISK & DISASTER AVOIDANCE ASSESSMENT .......................................................................................82

Service Delivery and Monitoring

16.7 CONTINUITY AND DISASTER RECOVERY PLAN REHEARSALS ................................................................................85

DELIVERY PLAN SECURITY MANAGEMENT .........................................................................................87

17.1 PLAN AND ORGANIZE THE SECURITY MANAGEMENT FRAMEWORK ......................................................................87

Service Delivery and Monitoring

17.5 REPORT METRICS ..................................................................................................................................................89

DELIVERY PLAN FINANCIAL MANAGEMENT .......................................................................................90

18.1 SERVICE COST PLANNING .....................................................................................................................................90

Service Delivery and Monitoring

DELIVERY PLAN SERVICE BUILD & TEST ..............................................................................................96

18.1 INITIAL SETUP .......................................................................................................................................................96

Service Delivery and Monitoring

DELIVERY PLAN RELEASE TO PRODUCTION......................................................................................100

19.1 RELEASE PLANNING ............................................................................................................................................100

Service Delivery and Monitoring

PORTFOLIO & TEAM STRUCTURE .............................................................................................................107

Role and Responsibilities ...............................................................................................................................107

SERVICE MONITORING / CONTROL AND ANALYSIS............................................................................108

22.1 SERVICE REPORTING ...........................................................................................................................................108

Service Delivery and Monitoring

CUSTOMER / SERVICE GOALS .....................................................................................................................113

ABBREVIATIONS AND ACRONYMS.......................................................................................................................114