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