Service Design / SLA Architecture

“Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” ITIL Service Design Section “Services “Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.” ITIL Service Design Section 2.2.1

Service Design / SLA Architecture A Service Portfolio A Service Portfolio describes services in terms of business value. ITIL Service Strategy Section 5.3 AService Portfolio Portfolio describes services in terms of business value. ITIL Service Strategy Section 5.3 Service Portfolio Management is Service Portfolio Management is the application of systematic management to large classes of items managed by enterprise Information Technology (IT) capabilities and has an explicitly directive, strategic goal in determining what to continue investing in versus what to divest from. Wikipedia Service Portfolio Management Management is the application of systematic management to large classes of items managed by enterprise Information Technology (IT) capabilities and has an explicitly directive, strategic goal in determining what to continue investing in versus what to divest from. Wikipedia At its most mature, IT Portfolio Management is accomplished through the creation of two generic requirement sources: 1.Application 1.Application Portfolio - focuses on comparing spending on established systems based upon their relative value to the organization. 2.Project 2.Project Portfolio Portfolio - addresses the issues with spending on the development of innovative capabilities in terms of potential ROI and reducing investment overlaps in situations where reorganization or acquisition occurs occurs.

BIA ServiceValuation Demand Service Design / SLA Architecture ApplicationPortfolio ProjectPortfolio Service Portfolio

BIA ServiceValuation Demand Service Design / SLA Architecture ApplicationPortfolio ProjectPortfolio Service Portfolio New Change New New New Change

BIA ServiceValuation Demand Service Design / SLA Architecture ApplicationPortfolio ProjectPortfolio Service Portfolio New Change New New New Change Service Requirements

Service Design / SLA Architecture Business Process Business Process Business Process Business Unit A Business Unit B Business Unit C Service C B A SLAs Environment Data Applications System S/W DBMS System H/W NetworksInfrastructure UCs Supporting Service C B A OLAs Teams Suppliers“No service can be designed, transitioned and operated in isolation. The relationship of each service to its supporting components and services must be clearly understood and recognized.” ITIL Service Design Section 3.3 The scalability of the service to meet future requirements, in support of the long-term business objectivesThe scalability of the service to meet future requirements, in support of the long-term business objectives The business processes and business units supported by the serviceThe business processes and business units supported by the service The IT service and the agreed business functionality and requirementsThe IT service and the agreed business functionality and requirements The service itself and its Service Level Requirement (SLR) or Service Level Agreement (SLA)The service itself and its Service Level Requirement (SLR) or Service Level Agreement (SLA) The technology components used to deploy and deliver the service, including the infrastructure, the environment, the data and the applicationsThe technology components used to deploy and deliver the service, including the infrastructure, the environment, the data and the applications The internally supported services and components and their associated Operational Level Agreements (OLAs)The internally supported services and components and their associated Operational Level Agreements (OLAs) The externally supported services and components and their associated underpinning contracts, which will often have their own related agreements and/or schedulesThe externally supported services and components and their associated underpinning contracts, which will often have their own related agreements and/or schedules The performance measurements and metrics requiredThe performance measurements and metrics required The legislated or required security levels.The legislated or required security levels.

Service Design / Figure 3.7 The Service Portfolio & its Contents Requirements : a set of outline requirements have been received from the business or IT for a new or changed service Defined: the set of requirements for the new service are being assessed, defined and documented and the SLR is being produced Analyzed: the set of requirements for the new service are being analyzed and prioritized Approved: the set of requirements for the new service have been finalized and authorized Chartered: the new service requirements are being communicated and resources and budgets allocated Designed : the new service and its constituent components are being designed and procured, if required Developed : the service and its constituent components are being developed or harvested, if applicable Built : the service and its constituent components are being built Tested : the service and its constituent components are being tested Released : the service and its constituent components are being released Operational: the service and its constituent components are operational within the live environment Retired : the service and its constituent components have been retired.. Requirements : a set of outline requirements have been received from the business or IT for a new or changed service Defined: the set of requirements for the new service are being assessed, defined and documented and the SLR is being produced Analyzed: the set of requirements for the new service are being analyzed and prioritized Approved: the set of requirements for the new service have been finalized and authorized Chartered: the new service requirements are being communicated and resources and budgets allocated Designed : the new service and its constituent components are being designed and procured, if required Developed : the service and its constituent components are being developed or harvested, if applicable Built : the service and its constituent components are being built Tested : the service and its constituent components are being tested Released : the service and its constituent components are being released Operational: the service and its constituent components are operational within the live environment Retired : the service and its constituent components have been retired.. SKMS Service Portfolio Service Lifecycle Service Pipeline Service Catalogue Retired Service

Service Design / Figure 3.7 The Service Portfolio & its Contents Requirements : a set of outline requirements have been received from the business or IT for a new or changed service Defined : the set of requirements for the new service are being assessed, defined and documented and the SLR is being produced Analyzed: the set of requirements for the new service are being analyzed and prioritized Approved: the set of requirements for the new service have been finalized and authorized Chartered: the new service requirements are being communicated and resources and budgets allocated Designed: the new service and its constituent components are being designed and procured, if required Developed: the service and its constituent components are being developed or harvested, if applicable Built: the service and its constituent components are being built Tested: the service and its constituent components are being tested Released: the service and its constituent components are being released Operational: the service and its constituent components are operational within the live environment Retired: the service and its constituent components have been retired.. Requirements : a set of outline requirements have been received from the business or IT for a new or changed service Defined : the set of requirements for the new service are being assessed, defined and documented and the SLR is being produced Analyzed: the set of requirements for the new service are being analyzed and prioritized Approved: the set of requirements for the new service have been finalized and authorized Chartered: the new service requirements are being communicated and resources and budgets allocated Designed: the new service and its constituent components are being designed and procured, if required Developed: the service and its constituent components are being developed or harvested, if applicable Built: the service and its constituent components are being built Tested: the service and its constituent components are being tested Released: the service and its constituent components are being released Operational: the service and its constituent components are operational within the live environment Retired: the service and its constituent components have been retired.. SKMS Service Portfolio Service Lifecycle Service Pipeline Service Catalogue Retired Service

Service Design / Figure 3.7 The Service Portfolio & its Contents SKMS Service Portfolio Service Lifecycle Service Pipeline Service Catalogue Retired Service Source of consistent information on all of the agreed services Business Service Catalogue details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue. Technical Service Catalogue details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and Cls necessary to support the provision of the service to the business.

Service Design / Figure 3.7 The Service Portfolio & its Contents Negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider's ability to deliver the agreed level of service.

Negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider's ability to deliver the agreed level of service.

Service Design / Figure 3.7 The Service Portfolio & its Contents

A written agreement between an IT service provider and the IT customer(s), defining the key service targets and responsibilities of both parties. A written agreement between an IT service provider and the IT customer(s), defining the key service targets and responsibilities of both parties.

Service Design / SLA Architecture SLA covers one service, SLA covers one service, BU ABU BBU CBU D for all the customers of that service Service A

Service Design / SLA Architecture Covers an individual customer group, Covers an individual customer group, BU A for all the services they use Service A Service C Service D Service F Service E Service B

Service Design / SLA Architecture Combinations of the above frameworks, to avoid duplication and complexity. Combinations of the above frameworks, to avoid duplication and complexity. Service A Service C Service D Service F Service E Service B BU ABU BBU CBU D Corporate-Wide: Corporate-Wide: covering all the generic SLM issues appropriate to every customer throughout the organization.

Service Design / SLA Architecture Combinations of the above frameworks, to avoid duplication and complexity. Service A Service C Service D Service F Service E Service B BU ABU BBU CBU D Customer Specific: Specific: covering all SLM issues relevant to the particular customer group or business unit, regardless of the service referenced referenced.

Service Design / SLA Architecture Combinations of the above frameworks, to avoid duplication and complexity. Service A Service C Service D Service F Service E Service B BU ABU BBU CBU D Tailored: Tailored: covering all SLM issues relevant to the specific service, in relation to a specific customer group (one for each service covered by the SLA).

Service Design / SLA Architecture Combinations of the above frameworks, to avoid duplication and complexity. Service A Service C Service D Service F Service E Service B BU ABU BBU CBU D The Service Level Framework