Service Design Processes - I

Service Design Processes - I

1. 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
   • Scope -> includes all design activity, especially for new or changed services that are being designed for transition

2. 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
   • 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
   • 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
   • 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
   • 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
   • 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