Hendershott Consulting Inc Aligning New Services Hendershott Consulting Inc web Presence: www.hci-itil.com Emil: len.hendershott@rogers.com Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services New services (or Service Improvement Projects – SIPs) are initiated using the organization’s project management methodology. Investigation Go Stop Verify that a problem, opportunity or deficiency exists to assess the business worth of an undertaking. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Requirements Statement Service Requirements Scalability Business processes and business units supported IT service and the agreed business functionality and requirements Service itself and its SLRs or SLAs Technology components used to deploy and deliver the service Internally supported services and components and their associated OLAs Externally supported services and components and their associated Ucs Performance measurements and metrics required Legislated or required security levels. Investigation Analysis Service Design must consider all elements of the service when determining requirements. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Business Requirements Business Requirements Business Requirements Business Requirements Project Methodology: SDLC, RUP, PRINCE2, Agile The critical foundation of any successful project implementation is a thorough requirements analysis. This provides the groundwork for a solution to meet targeted business objectives. CMMI provides guidance: CMMI: Requirements Development Stakeholder needs, expectations, constraints, and interfaces are collected and translated into customer requirements Customer requirements are refined and elaborated to develop product and product-component requirements. The requirements are analyzed and validated, and a definition of required functionality is developed. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Business Requirements Business Requirements Business Requirements Business Requirements Project Methodology: SDLC, RUP, PRINCE2, Agile The critical foundation of any successful project implementation is a thorough requirements analysis. This provides the groundwork for a solution to meet targeted business objectives. CMMI provides guidance: CMMI: Requirements Management Develop an understanding with the requirements providers on the meaning of the requirements. Obtain commitment to the requirements from the project participants. Manage changes to the requirements as they evolve during the project. Maintain bidirectional traceability among the requirements and the project plans and work products. Identify inconsistencies between the project plans and work products and the requirements. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Business Requirements Business Requirements Business Requirements Business Requirements Project Methodology: SDLC, RUP, PRINCE2, Agile A formal and structured approach is required to produce the new service at the right cost, functionality, quality and within the right time frame. CMMI: Technical Solution Product or product-component solutions are selected from alternative solutions. Product or product-component designs are developed. Product components, and associated support documentation, are implemented from their designs. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Investigation Analysis Design All design activities are triggered by changes in business needs or service improvements. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Investigation Analysis Design Develop The Development phase is often split into two sections, that of Prototyping and Production Readiness. Examination and re-examination of the Requirements Definition Statement is needed to ensure that it is being followed to the letter. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Investigation Analysis Design Develop Implementation Any hardware that has been purchased will be delivered and installed. Software, which was designed in the System Design Phase, and programmed in System development phase of the SDLC, will be installed on any PCs that require it. Any person that will be using the program will also be trained during this phase of the SDLC. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Investigation Analysis Design Develop Maintenance Implementation Deal with any changes that need to be made to the service. Changes are sometimes the result of the service not completely fulfilling its original requirements, but they could also be the result of customer satisfaction. Ensure that service fulfills the Requirements Statement. Service Design / Figure 3.5 Aligning new services to business requirements

Project {Project Team} Aligning New Services Business Requirements Project {Project Team} Project Methodology: SDLC, RUP, PRINCE2, Agile Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Pilot or warrant period Live Operations (Steady State) Project Methodology: SDLC, RUP, PRINCE2, Agile Project {Project Team} The ITIL service lifecycle aligns with project management methodologies. Requirements Statement Design Service Solution Develop Service Solution Build Service Solution Test Service Solution Improvement Strategy Design Transition Operation Transition & Operations Involvement in the Design Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Pilot or warrant period Live Operations (Steady State) Project Methodology: SDLC, RUP, PRINCE2, Agile Project {Project Team} SAC Requirements Statement Design Service Solution Develop Service Solution Build Service Solution Test Service Solution Improvement Strategy Design Transition Operation Transition & Operations Involvement in the Design Service Acceptance Criteria are reviewed and revised, if necessary, at each stage to ensure that an IT Service meets defined functionality and quality requirements and that the IT Service Provider is ready to operate the new IT Service when it has been deployed. Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services SDP Pilot or warrant period Live Operations (Steady State) Project Methodology: SDLC, RUP, PRINCE2, Agile Project {Project Team} The Service Design Package (SDP) describes everything necessary for the subsequent testing, introduction and operation of the solution or service. SAC Requirements Statement Design Service Solution Develop Service Solution Build Service Solution Test Service Solution Improvement SDP Strategy Design Transition Operation Transition & Operations Involvement in the Design Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Pilot or warrant period Live Operations (Steady State) Project Methodology: SDLC, RUP, PRINCE2, Agile Project {Project Team} At each stage of the project the Service Level Requirements are reviewed and revised, if necessary. The expected outcomes from the operation of the new or changed service in measurable terms, generally expressed within new or existing Service Level Agreements (SLAs). SAC Strategy Design Transition Operation Improvement Requirements Statement Design Service Solution Develop Service Build Service Test Service Transition & Operations Involvement in the Design SDP SLA Pilot SLA SLM SLR SLR SLR SLR SLR Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Pilot or warrant period Live Operations (Steady State) Project Methodology: SDLC, RUP, PRINCE2, Agile Project {Project Team} SAC Strategy Design Transition Operation Improvement Requirements Statement Design Service Solution Develop Service Build Service Test Service Transition & Operations Involvement in the Design SDP Release and Deployment Management builds, tests and delivers the solution or services specified by SDP according to SAC and using a Release Plan to schedule introduction to the live environment. SLM SLA Pilot SLR Build, Test, Release and Deployment Management Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Pilot or warrant period Live Operations (Steady State) Project Methodology: SDLC, RUP, PRINCE2, Agile Project {Project Team} SAC The new or revised service offering implies changes to the live environment which is under Change Control. Representation and approval by Change Management authorities is required throughout the Design and implementation processes. Strategy Design Transition Operation Improvement Requirements Statement Design Service Solution Develop Service Build Service Test Service Transition & Operations Involvement in the Design SDP SLM SLA Pilot SLR Build, Test, Release and Deployment Management Change Management Development Approved Build Approved RFP Released Design Approved Test Approved Warranty Approved Release Approved Review & Close Service Design / Figure 3.5 Aligning new services to business requirements

Aligning New Services Pilot or warrant period Live Operations (Steady State) Project Methodology: SDLC, RUP, PRINCE2, Agile Project {Project Team} SAC Strategy Design Transition Operation Improvement Requirements Statement Design Service Solution Develop Service Build Service Test Service Transition & Operations Involvement in the Design As has been demonstrated, there are many activities that have to be completed within the Service Design stage for a new or changed service. A formal and structured approach is required to produce the new service at the right cost, functionality, quality and within the right time frame. SDP SLM SLA Pilot SLR Build, Test, Release and Deployment Management Change Management Development Approved Build Approved RFP Released Design Approved Test Approved Warranty Approved Release Approved Review & Close Service Design / Figure 3.5 Aligning new services to business requirements

Hendershott Consulting Inc Email: len.hendershott@rogers.com ITIL process site: hci-itil.com