1. Hendershott Consulting Inc
Aligning New Services
Hendershott Consulting Inc
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Service Design / Figure 3.5 Aligning new services to business requirements

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. Hendershott Consulting Inc
ITIL process site: hci-itil.com