Service Level Management (SLM) Use Case Specification

Version No. 1.0

Copyright 2001-2004 Ford Motor Company (U.S. and international notice, and original material was added in each indicated year.)

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Service Level Management Use Case Specification

Project Document Revision History

Version Number 1.0 Date 02/10/05 Revision Author Description Process Validation Use Case

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Date Issued: 02/10/05 Date Revised: 02/10/05 Record Series: 17.01 Retention Period: C+3,T

Service Level Management Use Case Specification

Table of Contents
1. INTRODUCTION.....................................................................................................................................................4 1.1 Purpose..................................................................................................................................................................4 1.2 Instructions............................................................................................................................................................4 2. USE CASE INFORMATION .................................................................................................................................5 2.1 UC-O01 New Application.................................................................................................................................5 2.2 Actors ...................................................................................................................................................................6 3. TRIGGER..................................................................................................................................................................6 4. FLOW OF EVENTS.................................................................................................................................................6 5. USE CASE SPECIFICATION APPROVAL ........................................................................................................7 .......................................................................................................................................................................................7

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Date Issued: 02/10/05 Date Revised: 02/10/05 Record Series: 17.01 Retention Period: C+3,T

Service Level Management Use Case Specification

1. Introduction
This document captures detailed functional requirements. Technical or application architecture should not be detailed here. Technical details are recorded in the System Architecture Documents and Supplementary Specifications. High level data and business process is documented in the Business Owner View. Overall risk and project time constraints as well as a summary of the business case are documented in the Project Charter. 1.1 Purpose Each use case discovered during the creation of the Use Case Model will generally need to be detailed with a Use Case Specification. 1.2 Instructions Optimally, a small team of 2 or 3 people including at least one customer or customer representative should write the use cases. If more stakeholders desire input consider a secondary approval process with a larger audience. Before creating individual Use Case specifications, first create the Use Case Model. This document should be shared with all project stakeholders before proceeding to detailed use case specifications. Iteratively increase the detail in the use cases. Create a multi-layer use case hierarchy to provide the correct level of detail to the development team while retaining the bigger picture point of view. Move long complex sections of use cases to a subordinate use case. Merge short trivial use cases into the super use case to achieve two or three levels of uniform description. If all the actors associated with this use case are system actors, define the Interface Specifications (e.g. Transaction Layout, Message Format, etc.) in the Business Rules section of this document.

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Date Issued: 02/10/05 Date Revised: 02/10/05 Record Series: 17.01 Retention Period: C+3,T

Service Level Management Use Case Specification

2. Use Case Information

2.1 UC-O01 New Application The team responsible for the deployment of a new application is following the SDM process and has been asked to finalize the Service requirements for the new application. First round of negotiations yielded poor results. Iterate through the process, managing Business Partner Expectations, to get the agreement signed. UC-O02 New Service A new UNIX platform will be launched soon. The team responsible for the deployment has been asked to finalize the Service requirements for the new technology and to add the offering to the Service Catalogue. UC-O03 Service Level Change Business Partner Joe has been very happy with overall IT performance. He had signed up for SILVER Level IT server support; however as the SLA comes up for annual review he finds out this type of service will not be offered next year. He will engage in discussions with IT to sign up for a higher or lower level of service. UC-O04 Service Level Change (Vendor) IT is under pressure to reduce costs. In renewal negotiations with our vendor, Acme Computing, the discussion centers on reducing service and cost to be reflected in the Underpinning Contract while maintaining the level of service required by the OLA. UC-O05 Service Monitoring Payroll application reports for the month, shows that it has had several occurrences of back end application failures that have resulted in a Service Level breach. Undertake the appropriate Problem analysis and define/implement a Service Improvement Plan.

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Service Level Management Use Case Specification 2.2 Actors An actor is someone or something outside the system or business that interacts with the system or business. Actor Name Service Delivery Mgr/Analyst Role Primary Description Providers of the Service Responsible for: Business Partner/Liaison Secondary Creation of the agreement Monitoring/reporting performance Proposing improvement plans

Consumers of the Service Responsible for: Providing requirements Reviewing performance Approving improvement plans

SLM Process Owner/Mgr

Secondary

Provides SLM process and facilitates its execution

Validation Powerpoint covers the following:

3. Trigger 4. Flow of Events

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Service Level Management Use Case Specification

5. Use Case Specification Approval

Note: This will be signed by the Project Sponsor (representing the business customer) and any others deemed necessary. Approval of the Use Case signifies agreement that the Use Case is an accurate representation of the functional requirements. Approval of the Use Case Specification

By signing this Control Sheet, I confirm that I approve Version.... of the Use Case Specification <Use Case Name> for the .................................................................... Project.

Name

Project Team Role

Signature

Conditions N / Y (See below)

Date

Customer Business Analyst Systems Designer Analyst Conditions Acceptance is conditional on the following:

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Date Issued: 02/10/05 Date Revised: 02/10/05 Record Series: 17.01 Retention Period: C+3,T

Service Level Management Use Case Specification

Template Revision History

Revision Number 1.0 1.3 1.4 Date 2003-04-04 2003-05-05 2003-10-24 Revision Author Don Wells Don Boyer Joe Zhou Initial revision Changed footer to include date last updated Formatted this template with the SDM template standard. CR#572672, #625562, #333121, #286284, #546709, #517105. Added information for CR # 971983, Unified SDM for all projects. Delete Minimum Guarantee and Special Requirements sections and related text per CR. 941294. Description

1.5

2004-08-31

Maureen Field

Originator: Jcackows 61576664.doc (2004-08-31) Proprietary Record Type: Official

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Date Issued: 02/10/05 Date Revised: 02/10/05 Record Series: 17.01 Retention Period: C+3,T