Service Design Processes - I

Design Coordination
1. Single point of coordination and control for service design activities & processes
2. Objectives:
  1. Coordinate all design activities, resources & capabilities
  2. Ensure consistent design to meet business outcomes and requirements
  3. Product SDPs and ensure handover to Service Transition
  4. Manage quality criteria, criteria & handover points
  5. Ensure service models and solution designs conform to requirements
  6. Improve efficiency and effectiveness of design activities and processes
  7. Ensure all parties adopt standard, reusable design practices
3. Scope -> includes all design activity, especially for new or changed services that are being designed for transition
Service Level Management
1. Responsible for agreeing and documenting service level targets
2. Aims to negotiate SLAs with the customers
3. Ensure that services are designed and delivered according to agreed, achievable service level targets
4. Objectives:
  1. Manage and review the level of IT services provided and instigate appropriate corrective measures
  2. Work with BRM to manage and improve the business and customer relationship and communication
  3. Ensure specific and measurable targets are developed
  4. Ensure there are clear and unambiguous expectations of the service level to be delivered
  5. Ensure proactive, cost-effective continual improvement of service level
5. Differences from BRM
  1. BRM focuses on customer's needs and achieving business goals
  2. SLM deals with the parameters (warranty) that the service has to achieve
  3. BRM's focus is strategic and tactical; on the overall relationship between provider and customer
  4. SLM's focus is tactical and operational; on the agreement on the level of service provided and if it was met
  5. BRM's primary measure is customer satisfaction
  6. SLM's measure is whether the agreed targets (SLA) was achieved or not
6. Scope
  1. Manage the expectation and perception of the business, customers and users
  2. Ensure the quality of services delivered matches those needs and expectations
  3. Establish and maintain SLAs and OLAs and ensure they are aligned with each other
  4. Manage the level of service provided to meet targets and quality measurements
  5. Produce and agree SLRs for planned, new and changed services
7. Activities
  1. Design SLA frameworks; develop, maintain and operate SLM procedures
  2. Determine, document and agree to requirements for services and produce SLRs
  3. Monitor and measure service performance against SLA targets and produce service reports
  4. Conduct service reviews, identify improvements for CSI and manage SIPs
  5. Make and maintain up-to-date SLM templates and documents; assist with Service Catalog
  6. Review and revise SLAs, OLAs and service scope
8. Interfaces
  1. BRM ensures that SLM represents the customer's business needs and priorities
  2. SLM uses the Service Catalog to understand which services support which business processes; SLM provides info SCM to keep the Service Catalog up-to-date
  3. Data from Incident Mgmnt is used to measure performance against SLA targets
  4. SLM works with Supplier Mgmnt to ensure contracts are aligned to SLAs and business needs
  5. Availability, Capacity, IT Service Continuity & Info Security Mgmnt all define service level targets, validates if the targets are realistic and confirms if targets are being met
  6. Financial Mgmnt ensures that the predicted and actual costs of delivering service levels are in line
  7. Design Coordination must include SLRs and service targets in the design of new/changed services
9. SLM Concepts
  1. SLA
    1. written agreement between IT service provider and IT customers that defines key service targets and responsibilities of each party
    2. Types
      1. Service-based SLA -> for each service offered, there is a single agreement for all customers of that service
      2. Customer-based SLA -> an agreement with an individual customer group that covers all the services that customer consumes
      3. Multi-level SLA -> includes Customer and Service-based SLA structures and adds a Corporate-level component that covers all generic SLM issues that apply to all customers

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Service Design Processes - I

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