Contents of the Serv|ce

Des|gn ackage
Category Subcategory
8equlremenLs 8uslness requlremenLs 24/7 cenLrallzed servlce desk wlLh on slngle polnL
of conLacL
lasLer servlce
CuallLy of servlce
Servlce appllcablllLy Web porLal from any devlce wlLh lnLerneL access
hone calls ln Lo Lhe call cenLer
Lmall
ChaL
Sms
Cood lnfrasLrucLure
Mlnlmum lnLrapLlon
Mlnlmum l1 sLaff and resources
lasLer resoluLlon
Less hold Llme
Servlce conLacLs Servlce ueslgn Manager
l1 ueslgner
Servlce CaLalog Manager
Servlce Level Manager
AvallablllLy Manager
l1 ConLlnulLy Manager
CapaclLy Manager
SecurlLy Manager
Supply Manager
Servlce ueslgn Servlce funcLlonal requlremenLs Mlnlmum walL Llme on Lhe phone
8esolve or workaround wlLhln 2 hours
92 calls resolve on flrsL conLacL
Lmall and Web porLal requesL wlll be replled
back wlLhln 2 hours
CapaclLy once reach 83 of Lhreshold lncrease
capaclLy
Servlce Level 8equlremenLs hone call
3 mln walLlng ln queue
1ransfer call Lo oLher person (1o exLernal
company)
Call back faclllLy
CapaclLy
Cnce Lhese reach 83 of Lhreshold lncrease
capaclLy
Servlce and operaLlonal
managemenL requlremenLs
lollow up(reporLlng)
8espose Llme
Survey or feedback on servlce dellevery
Servlce ueslgn and Lopology AdequaLe lnfrasLrucLure for cenLrallzed cenLer
SysLem LhaL can handle PardwareSofLware and
neLwork very effecLlvely and efflclenLly
8epoLs perlodlcally
Servlce agreemenL
AgreemenL lnformaLlon
Suppller lnformaLlon
CrganlzaLlonal 8eadlness
AssessmenL
CrganlzaLlonal 8eadlness
AssessmenL
Servlce Llfecycle lan Servlce rogramme
Servlce 1ranslLlon lan
Servlce CperaLlonal AccepLance
lan
Servlce AccepLance CrlLerla
Descr|pt|on of what |s |n the SD
1he lnlLlal agreed and documenLed buslness requlremenLs
1hls deflnes how and where Lhe servlce would be used 1hls could reference
buslness cusLomer and user requlremenLs for lnLernal servlces
1he buslness conLacLs cusLomer conLacLs and sLakeholders ln Lhe servlce
1he changed funcLlonallLy of Lhe new or changed servlce lncludlng lLs planned
ouLcomes and dellverables ln a formally agreed SLaLemenL of 8equlremenLs (So8)
1he SL8 revlsed or new SLA lncludlng servlce and quallLy LargeLs
ManagemenL requlremenLs Lo manage Lhe new or changed servlce and lLs
componenLs lncludlng all supporLlng servlces and agreemenLs conLrol
operaLlon monlLorlng measurlng and reporLlng
1he deslgn LranslLlon and subsequenL lmplemenLaLlon and operaLlon of
Lhe servlce soluLlon and lLs supporLlng componenLs lncludlng
1he servlce deflnlLlon and model for LranslLlon and operaLlon
All servlce componenLs and lnfrasLrucLure (lncludlng P/W S/W neLworks
envlronmenLs daLa appllcaLlons Lechnology Lools documenLaLlon) lncludlng
verslon numbers and relaLlonshlps preferably wlLhln Lhe CMS
All user buslness servlce componenL LranslLlon supporL and operaLlonal
documenLaLlon
rocesses procedures measuremenLs meLrlcs and reporLs
SupporLlng producLs servlces agreemenLs and suppllers
CrganlzaLlonal 8eadlness AssessmenL reporL and plan lncludlng
buslness beneflL flnanclal assessmenL Lechnlcal assessmenL resource assessmenL
and organlzaLlonal assessmenL LogeLher wlLh deLalls of all new skllls
compeLences capablllLles requlred of Lhe servlce provlder organlzaLlon
lLs suppllers supporLlng servlces and conLracLs
An overall programme or plan coverlng all sLages of Lhe llfecycle of
Lhe servlce lncludlng Lhe Llmescales and phaslng for Lhe LranslLlon operaLlon and
subsequenL lmprovemenL of Lhe new servlce lncludlng
ManagemenL coordlnaLlon and lnLegraLlon wlLh any oLher pro[ecLs or new or
changed acLlvlLles servlces or processes
ManagemenL of rlsks and lssues
Scope ob[ecLlves and componenLs of Lhe servlce
Skllls compeLences roles and responslblllLles
rocesses requlred
lnLerfaces and dependencles wlLh oLher servlces
ManagemenL of Leams resources Lools Lechnology budgeLs
faclllLles requlred
ManagemenL of suppllers and conLracLs
rogress reporLs revlews and revlslon of Lhe programme and plans
CommunlcaLlon plans and Lralnlng plans
1lmescales dellverables LargeLs and quallLy LargeLs for each sLage
Cverall LranslLlon sLraLegy ob[ecLlves pollcy rlsk assessmenL and plans lncludlng
8ulld pollcy plans and requlremenLs lncludlng servlce and componenL bulld
plans speclflcaLlons conLrol and envlronmenLs Lechnology Lools processes
meLhods and mechanlsms lncludlng all plaLforms
1esLlng pollcy plans and requlremenLs lncludlng LesL envlronmenLs Lechnology
Lools processes meLhods and mechanlsms
1esLlng musL lnclude
luncLlonal LesLlng
ComponenL LesLlng lncludlng all suppllers conLracLs and exLernally provlded
supporLlng producLs and servlces
user accepLance and usablllLy LesLlng
SysLem compaLlblllLy and lnLegraLlon LesLlng
Servlce and componenL performance and capaclLy LesLlng
8eslllence and conLlnulLy LesLlng
lallure alarm and evenL caLegorlzaLlon processlng and LesLlng
Servlce and componenL securlLy and lnLegrlLy LesLlng
LoglsLlcs release and dlsLrlbuLlon LesLlng
ManagemenL LesLlng lncludlng conLrol monlLorlng measurlng and reporLlng
LogeLher wlLh backup recovery and all baLch schedullng and processlng
ueploymenL pollcy release pollcy plans and requlremenLs lncludlng loglsLlcs
deploymenL rollouL sLaglng deploymenL envlronmenLs culLural change
organlsaLlonal change Lechnology Lools processes approach meLhods and
mechanlsms lncludlng all plaLforms knowledge sklll and compeLence Lransfer
and developmenL suppller and conLracL LranslLlon daLa mlgraLlon and
converslon
Cverall operaLlonal sLraLegy ob[ecLlves pollcy rlsk assessmenL and plans
lncludlng
lnLerface and dependency managemenL and plannlng
LvenLs reporLs servlce lssues lncludlng all changes releases resolved lncldenLs
problems and known errors lncluded wlLhln Lhe servlce and any errors lssues or
nonconformances wlLhln Lhe new servlce
llnal servlce accepLance
uevelopmenL and use of Servlce AccepLance CrlLerla (SAC) for progresslon Lhrough
each sLage of Lhe Servlce Llfecycle lncludlng
All envlronmenLs
CuaranLee and plloL crlLerla and perlods
Serv|ce Acceptance Cr|ter|a (SAC)
Cr|ter|a kespons|b|||ty
Pave Lhe 'gollve' daLe and Lhe guaranLee perlod been agreed wlLh all concerned parLles LogeLher
wlLh flnal accepLance crlLerla?
Change Servlce Level
Pave Lhe deploymenL pro[ecL and schedule been documenLed agreed and made publlc Lo all
affecLed personnel?
Change lncldenL
Pas Lhe SLA/SL8 been revlewed revlsed and agreed wlLh all concerned parLles? Servlce Level
Pas Lhe servlce been enLered/updaLed ln Lhe Servlce CaLalogue/Servlce orLfollo wlLhln Lhe CMS
and approprlaLe relaLlonshlps esLabllshed for all supporLlng componenLs?
Servlce Level ConflguraLlon
Pave all cusLomers and sLakeholders been ldenLlfled and recorded ln Lhe CMS? Servlce Level 8uslness
8elaLlonshlp
Pave all operaLlonal rlsks assoclaLed wlLh runnlng Lhe new servlce been assessed and mlLlgaLlon
acLlons compleLed where approprlaLe?
8uslness ConLlnulLy AvallablllLy
Pave conLlngency and fallover measures been successfully LesLed and added Lo Lhe overall
reslllence LesL schedule?
8uslness ConLlnulLy AvallablllLy
Can all SLA/SL8 LargeLs be monlLored measured reporLed and revlewed lncludlng avallablllLy and
performance?
Servlce Level AvallablllLy
Pave all users been ldenLlfled/approved and Lhelr approprlaLe accounLs creaLed for Lhem? AccounL ManagemenL
Can all workload characLerlsLlcs performance and capaclLy LargeLs be measured and lncorporaLed
lnLo CapaclLy lans?
CapaclLy
Pave all operaLlonal processes schedules and procedures been agreed LesLed documenLed and
accepLed (eg slLe documenLaLlon backups housekeeplng archlvlng reLenLlon)?
CperaLlons 8uslness ConLlnulLy
Pave all baLch [obs and prlnLlng requlremenLs been agreed LesLed documenLed and accepLed? CperaLlons
Pave all LesL plans been compleLed successfully? 1esL Manager
Pave all securlLy checks and LesLs been compeLed successfully? SecurlLy Compllance
Are approprlaLe monlLorlng and measuremenL Lools and procedures ln place Lo monlLor Lhe new
servlce LogeLher wlLh an ouLofhours supporL roLa?
SysLems ManagemenL
Pave all ongolng operaLlonal workloads and cosLs been ldenLlfled and approved? CperaLlons l1 llnance
Are all servlce and componenL operaLlonal cosLs undersLood and lncorporaLed lnLo flnanclal
processes and Lhe cosL model?
l1 llnance
Pave lncldenL and problem caLegorles and processes been revlewed and revlsed for Lhe new
servlce LogeLher wlLh any known errors and deflclencles?
lncldenL roblem 8eporLlng
Pave all new suppllers been ldenLlfled and Lhelr assoclaLed conLracLs drawn up accordlngly? ConLracL and Suppller ManagemenL
Pave all supporL arrangemenLs been revlewed and revlsed SLAs SL8s CLAs and conLracLs
agreed wlLh documenLaLlon accepLed by all Leams (lncludlng suppllers supporL Leams Suppller
ManagemenL developmenL Leams and appllcaLlon supporL)?
ro[ecL Manager
Pas approprlaLe Lechnlcal supporL documenLaLlon been provlded and accepLed by lncldenL
roblem and all l1 supporL Leams?
lncldenL roblem 8eporLlng
Pave all 8lCS and release records been auLhorlzed and updaLed? Change
Pave all servlce SLA SL8 CLA and conLracL deLalls LogeLher wlLh all appllcaLlons and
lnfrasLrucLure componenL deLalls been enLered on Lhe CMS?
ro[ecL ManagemenL SupporL 1eams
ConflguraLlon
Pave approprlaLe S/W llcences been purchased or reallocaLed llcences used? ConflguraLlon
Pave any new P/W componenLs been sLored ln Lhe uL wlLh deLalls recorded ln Lhe CMS? ConflguraLlon
Pave all new S/W componenLs been lodged ln Lhe uL wlLh deLalls recorded ln Lhe CMS? ConflguraLlon
Pave all malnLenance and upgrade plans been agreed LogeLher wlLh release pollcles frequencles
and mechanlsms?
8elease and ueploymenL
Pave all users been Lralned and has user documenLaLlon been accepLed and supplled Lo all users? ro[ecL Manager
Are all relaLlonshlps lnLerfaces and dependencles wlLh all oLher lnLernal and exLernal sysLems and
servlces documenLed agreed and supporLed?
ro[ecL Manager
Pave approprlaLe buslness managers slgned off accepLance of new servlce? ro[ecL Manager
kCCLSS IkAMLWCkk
rocess name descrlpLlon and admlnlsLraLlon (documenLaLlon admlnlsLraLlon verslon change conLrol auLhor eLc)
vlslon and mlsslon sLaLemenLs
Cb[ecLlves
Scope and Lerms of reference
rocess overvlew
uescrlpLlon and overvlew
lnpuLs
rocedures
AcLlvlLles
CuLpuLs
1rlggers
1ools and oLher dellverables
CommunlcaLlon
8oles and responslblllLles
CperaLlonal responslblllLles
rocess owner
rocess members
rocess users
CLher roles
AssoclaLed documenLaLlon and references
lnLerfaces and dependencles Lo
CLher SM processes
CLher l1 processes
8uslness processes
rocess measuremenLs and meLrlcs revlews assessmenLs and audlLs
uellverables and reporLs produced by Lhe process
lrequency
ConLenL
ulsLrlbuLlon
Clossary acronyms and references