Further Tool-Portals | ||
.... ITSM excerpt .... |
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Process Templates ITSM Process Library Implementation Kits Role Descriptions Academic Initiative |
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ITSM Processes of Service Design
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from our series "Processes of IT Service Management" |
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and thus accelerates your project remarkably and saves costs also (especially external consulting costs). |
The e-book presents the processes according to the status ITIL® 2011. Due to the maintenance effort, the process templates from ITIL® 4 are only available permanently current in the online version. We recommend the usage of the online reading access.
Saving hint: complete package (all 5 process collections) with 20% price advantage
€ 280.-
including everlasting access to our ITSM Archive for free |
The purpose of this e-book is not provision of theoretical knowledge but shows the experience of numerous implementations of process oriented IT Service Management from practice. From the perspective of the ITIL® standard all subtopics have more or less the same priority - practice shows a different picture. We have built our process library described in this publication exactly to practical considerations, practical relevance has the primary focus.
Each process is described by
The glossary at the end of the document outlines detailed descriptions of
and provides checklists to key topics. |
And now i wish you a fruitful and interesting reading!
Sincerely yours
Dipl.-Ing. Walter Abel
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Copyright, trademarks and property rights
"Signavio" and "Signavio Process Manager" are trademarks of SAP Signavio Gmbh, Kurfürstenstraße 111, D-10787 Berlin "ARIS" is a trademark of Software AG, Uhlandstrasse 12, D-64297 Darmstadt "ITIL®" is a registered trademark of AXELOS Limited "ITSM Process Library" and "ITSM Prozessbibliothek" are trademarks of Dipl.-Ing. Walter Abel Management Consulting, Hauptplatz 34/8A, A-2070 Retz
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1 Content |
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4 |
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7 |
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3 Service Lifecycle |
10 |
15 |
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15 |
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16 |
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27 |
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4.3.1 Service Design Coordination |
29 |
4.3.1.1 Interfaces |
30 |
4.3.1.2 Organization of Service Design Coordination |
37 |
4.3.1.3 Service Designs Planning |
43 |
4.3.1.4 Service Design Monitoring |
47 |
4.3.1.5 Technical and Organizational Service Design |
54 |
4.3.1.6 Service Design Review |
69 |
4.3.2 Service Level Management |
75 |
4.3.2.1 Interfaces |
76 |
4.3.2.2 Organization of Service Level Management |
84 |
4.3.2.3 Service Level Requirement |
91 |
4.3.2.4 Service Level Agreement |
99 |
4.3.2.5 Service Approval |
108 |
4.3.2.6 Service Level Review and Reporting |
113 |
4.3.3 Capacity Management |
121 |
4.3.3.1 Interfaces |
122 |
4.3.3.2 Capacity Prognosis |
128 |
4.3.3.3 Monitoring of Capacity |
131 |
4.3.3.4 Capacity Reporting |
139 |
4.3.4 Availability Management |
142 |
4.3.4.1 Interfaces |
143 |
4.3.4.2 Planning and Monitoring of Availability |
149 |
4.3.4.3 Availability Test |
160 |
4.3.4.4 Availability Reporting |
168 |
4.3.5 Risk Management |
171 |
4.3.5.1 Interfaces |
172 |
4.3.5.2 Risk Analysis from Business Perspective |
178 |
4.3.5.3 Risk Analysis from IT Perspective |
182 |
4.3.5.4 Risk Prevention Activities |
187 |
4.3.5.5 Risk Monitoring and Reporting |
193 |
4.3.6 Security Management |
197 |
4.3.6.1 Interfaces |
198 |
4.3.6.2 Implementation of Security Controls |
205 |
4.3.6.3 Validation of IT Security |
211 |
4.3.6.4 Security Relevant Occurrences |
217 |
4.3.6.5 Security Review and Reporting |
227 |
4.3.7 Service Continuity Management |
232 |
4.3.7.1 Interfaces |
233 |
4.3.7.2 Contingency Planning |
239 |
4.3.7.3 Disaster Practice |
248 |
4.3.7.4 IT Service Continuity Management Review and Reporting |
254 |
4.3.8 Supplier Management |
258 |
4.3.8.1 Interfaces |
259 |
4.3.8.2 Organization of Supplier Management |
267 |
4.3.8.3 Supplier Evaluation |
275 |
4.3.8.4 Setup of Supplier Contracts |
281 |
4.3.8.5 Requirement Request |
290 |
4.3.8.6 Supplier Selection |
306 |
4.3.8.7 Management of the Lifecycle of Supplier Contracts |
312 |
4.3.8.8 Supplier Review and Reporting |
318 |
4.3.9 Service Catalogue Management |
325 |
4.3.9.1 Interfaces |
326 |
4.3.9.2 Service Catalogue Management |
331 |
336 |
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336 |
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347 |
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348 |
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355 |
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6 Responsibility Assignment Matrices (RACI)) |
356 |
6.1 Responsibility Assignment Matrix for Service Level Management |
358 |
6.3 Responsibility Assignment Matrix for Capacity Management |
359 |
6.4 Responsibility Assignment Matrix for Availability Management |
360 |
6.5 Responsibility Assignment Matrix for Risk Management |
361 |
6.6 Responsibility Assignment Matrix for Security Management |
362 |
6.7 Responsibility Assignment Matrix for Service Continuity Management |
363 |
6.8 Responsibility Assignment Matrix for Supplier Management |
364 |
6.9 Responsibility Assignment Matrix for Service Catalogue Management |
365 |
7 Checklisten for Service Design |
366 |
7.1 Checklist Request for Change |
366 |
7.2 Checklist Incident Management Report |
368 |
7.3 Checklist Capacity Prognosis |
370 |
7.4 Checklist Capacity Planning |
372 |
7.5 Checklist Capacity Reporting |
373 |
7.6 Checklist Operational Level Agreement |
375 |
7.7 Checklist Continual Service Improvement Register |
379 |
7.8 Checklist Service Level Requirement |
381 |
7.9 Checklist Service Level Agreement |
382 |
7.10 Checklist Service Level Agreement Review |
386 |
7.11 Checklist Service Level Report |
387 |
7.12 Checklist Service Catalogue |
389 |
7.13 Checklist Service Portfolio |
390 |
7.14 Checklist Service Design Package |
393 |
7.15 Checklist Service Specification |
397 |
7.16 Checklist IT Risk Analysis |
401 |
7.17 Checklist IT Service Continuity Plan |
404 |
7.18 Checklist Disaster Practice Protocol |
405 |
7.19 Checklist Availability Planning |
407 |
7.20 Checklist Availability Reporting |
408 |
7.21 Checklist Underpinning Contract |
410 |
2 The novelties within the ITIL® V3 revision 2011Since the publication of the ITIL® V3 more than 500 improvement proposals (changes and completion) for the roles, processes and interfaces have been provided from the users and the training organizations as well. This has been major input for the description of the IT Service life cycle. Requirements from the Sarbanes-Oxley Act (SOX) have been added thus providing improved transparency of the processes. Outsourcing and cloud strategies have been requiring enhanced security management with tightened control and documentation duties.
Roles, interfaces, inputs and outputs have been harmonized within the five publications, errors and inconsistencies in text and graphics have been removed. Hence the edition 2011 is more easy to read, control, translate, implement and communicate.
The changes in detail
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Process Responsible |
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Process Content |
First level processes for the design and development respective modifications and improvements of IT Services. |
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Process Goal |
Creative steering of the lifecycle of IT Services from initial spezification respective modifications and improvements to ready for implementation robust design regarding the business requirements, capacity, availability, security and continuity of provision. |
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ISO20000 relevant |
yes |
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ISO9000 relevant |
yes |
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SOX relevant |
yes |
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Involved Organizational Units and Roles
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Service Level Management is responsible for the setup and maintenance of arrangements external with the IT Service Consumers (Service Level Agreements) and internal with the supplying organizational units via Operational Level Agreements respective the Suppliers via Underpinning Contracts.
This contains basically the following subprocesses:
This process group was already part of the previous version of ITIL®.
In the following paragraphs the sub processes of this process group are described in detail.
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4.3.2.4 Service Level AgreementClick the image for a bigger view in a new window
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Process Details |
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Process Responsible |
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Process Content |
Definition of the necessary contracts (Operational Level Agreements, Underpinning Contracts, Service Level Agreement) for the IT Service. |
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Process Goal |
Ensuring that all necessary contracts (Operational Level Agreements, Underpinning Contracts, Service Level Agreement) for the IT Service are in place and appropriate to the customer requirements. |
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ISO20000 relevant |
yes |
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ISO9000 relevant |
yes |
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SOX relevant |
no |
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Involved Organizational Units and Roles |
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Process Flow Missing Operational Level Agreement to Service Design Package or contract for Standard IT Service (Start Message Event) Organizational Unit ITSM Management - Service Owner Glossary Item Operational Level Agreement (Document)
Service Design Package (Start Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Service Design Package (Document)
Contract for Standard IT Service (Start Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Standard IT Service (Document)
Operational Level Agreement required or to be changed ? (Data Based Exclusive Gateway) Organizational Unit ITSM Management - Service Owner
Create / modify Operational Level Agreement (Task) The Operational Level Agreement for the respective IT Infrastructure Service is created or modified based upon the approved Request for Change and the approved Service Design Package. Organizational Unit ITSM Management - Service Owner
Check for acceptance (Task) The Operational Level Agreement signed by the Service Owner is checked for realization acceptance by the Service Level Manager. Organizational Unit ITSM Management - Service Level Manager
Approval ? (Data Based Exclusive Gateway)
Organizational Unit ITSM Management - Service Level Manager
Explanation of denial (Task) In case the Operational Level Agreement is not approved by the Service Level Manager the reason for denial is documented and explained. Organizational Unit ITSM Management - Service Level Manager
Signing the Operational Level Agreement (Task) In case of realization approval of the Operational Level Agreement by the Service Level Manager it is signed formally. Organizational Unit ITSM Management - Service Level Manager
Operational Level Agreement to Service Design Package or contract for Standard IT Service in place (End Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Operational Level Agreement (Document)
Supplier Contract required or to be changed ? (Data Based Exclusive Gateway) Organizational Unit ITSM Management - Supplier Manager
Create / modifySupplier Contract (Collapsed Subprocess) The Supplier Contract for the respective Service Contribution or IT Infrastructure Service is created or modified based upon the released Request for Change and the approved Service Design Package. Organizational Unit ITSM Management - Supplier Manager
Check for approval (Task) The signed Supplier Contract provided by the Supplier Manager is checked for realization approval by the Service Level Manager. Organizational Unit ITSM Management - Service Level Manager
Approval ? (Data Based Exclusive Gateway) Organizational Unit ITSM Management - Service Level Manager
Explanation of denial (Task) In case the Supplier Contract is not approved for realization by the Service Level Manager the denial is documented and explained. Organizational Unit ITSM Management - Service Level Manager
Signature for approval (Task) In case the Supplier Contract is approved by the Service Level Manager this is confirmed by signature. Organizational Unit ITSM Management - Service Level Manager
Supplier Contract to Service Design Package or contract for Standard IT Service in place (End Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Underpinning Contract (Document)
Denied Service Level Agreement (Start Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Service Level Agreement (Document)
Contract for Individual IT Service, Service Level Agreement (Start Message Event)
Organizational Unit Glossary Item Individual IT Service (Document)
Check for approval (Task) The contract for the Individual IT Service and the Service Level Agreement are checked for approval by the Requestor. Organizational Unit
Approval ? (Data Based Exclusive Gateway) Organizational Unit
Explanation of denial (Task) In case the contract for the Individual IT Service and / or the Service Level Agreement are not approved by the Requestor the denial is documented and explained. Organizational Unit
Denied Service Level Agreement (End Message Event) Organizational Unit Glossary Item Service Level Agreement (Document)
Signing the arrangements (Task) In case the contract for the Individual IT Service and the Service Level Agreement are approved by the Requestor they are signed formally. Organizational Unit
Signed contract for Individual IT Service, signed Service Level Agreement (End Message Event) Organizational Unit Glossary Item Individual IT Service (Document)
Signed contract for Individual IT Service, signed Service Level Agreement (Start Message Event) Organizational Unit Glossary Item Individual IT Service (Document)
Check for approval (Task) The contract documents signed by the Requestor are checked for realization approval by the IT Manager. Organizational Unit
Approval ? (Data Based Exclusive Gateway) Organizational Unit
Signing the arrangements (Task) In case the IT Manager approves the contract for the Individual IT Service and the Service Level Agreement for realization they are signed formally. Organizational Unit
Creation of Request for Change (Task) The Request for Change for the implementation of the required IT Service is created. Organizational Unit ITSM Management - Service Level Manager
Request for Change created (End Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Request for Change (Document)
Service Level Agreement activated (End Event) Organizational Unit Glossary Item Service Level Agreement (Document)
Explanation of denial (Task) In case the IT Manager does not approve the contract documents for realization the denial is documented and explained. Organizational Unit
Information of Requestor (Task) The Requestor is informed about the necessary changes of the Service Level Agreements and the consecutive provision of a reworked version. Organizational Unit ITSM Management - Service Level Manager
Clarification of necessary changes (Task) The changes requested by the IT Management are clarified with the Requestor to avoid unnecessary loops in the process. Organizational Unit ITSM Management - Service Level Manager Additional Participants
Creation of the Service Level Agreement (Task)
The Service Level Agreement (especially for Individual IT Services, as already included in the Service Contract for Standard IT Services) is created based upon the released Request for Change and the Service Design Package approved by ITSM Management. Organizational Unit ITSM Management - Service Level Manager
Creation of contract for Individual IT Service (Task) Based upon the Service Level Agreement the contract for the Individual IT Service is created. Organizational Unit ITSM Management - Service Level Manager
Contract for Individual IT Service, Service Level Agreement (End Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Individual IT Service (Document)
Approved Request for Change (Start Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Request for Change (Document)
The complete realization relevant documentation (contract for Standard IT Service, Service Design Package, Service Level Agreement, approved Request for Change, aso.) is handed over to Service Transition for realization. Organizational Unit ITSM Management - Service Level Manager
Service Design Package respective contract for Standard IT Service for realization (End Message Event) Organizational Unit ITSM Management - Service Level Manager Glossary Item Standard IT Service (Document)
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5 Glossary5.1 Process Documents in Service Design Availability Management Report The Availability Management Report informs the other ITSM functions about the availability of IT Services and IT Infrastructure.
The Availability Plan contains information about active and planned activities for adaption of the availability of the IT Services and IT Infrastructure to the requirements of all fields of IT Service Management and the IT Service Consumers under economic aspects.
The Budget Requirement describes the budget period related prognosis of expected costs and revenues of the requiring business unit respective project.
The Business Continuity Strategy describes the arrangements for the retention respective fastest possible re-establishment of business critical processes of the company in case of disaster. It is part of the company strategy and provides important input for the IT Service Continuity Strategy.
The Capacity Forecast contains the anticipated capacity demand per IT Service based on Service Level Agreements and demand trends.
The Capacity Management Report contains all relevant information about usage and performance of the IT Services and IT Infrastructure.
The Capacity Plan contains the prognosis of the future Capacity Demand per IT Service and evaluated possible activities to provide these required Capacities.
Change Proposal for IT Service The Change Proposal for IT Service describes a proposed Major Change, e.g. the implementation of a new IT Service or major modifications of an existing IT Service. It is communicated for evaluation of feasibility, risks and effects of the implementation prior to starting design activities.
Change Request for Service Catalogue A Change Request for Service Catalogue is placed to Service Catalogue Management in case new Services or Service Attributes have to be introduced into the Service Catalogue.
The Change Record is based upon the Request for Change and documents the complete life cycle of a Change.
The Change Schedule (Forward Schedule of Changes) contains the planning of all approved Changes including their accompanying information and dependencies.
Configuration Items are the operating resources of the IT services in general. They are maintained within the Configuration Management Database (CMDB), which itself is a core component of the Configuration Management System.
Criticality Status from Business Perspective The Criticality Status from Business Perspective describes the relevance of proper function of
from the view of importance for the company business. The means for that purpose is the Service Landscape.
Criticality Status from IT Perspective The Criticality Status from IT Perspective describes the relevance of proper function of
from the view of recognized threats and weaknesses of the IT Infrastructure.
The Continual Service Improvement Register (CSI Register) is the basis for all potentials and initiatives for the improvement of the service quality over the service life cycle. In the cyclic CSI Register all activities to improve the service quality are documented.
The Delivery Documents contain product documentations, installation instructions, aso. besides the delivery note as specified within the Purchase Order.
The Demand Prognosis provides a forecast of the future demand for IT Services based upon the IT Service Strategy, requests from the IT Service Consumers and historic consumption trends.
Design Recommendation for High Availability The Design Recommendations for High Availability define inputs for procedures and design characteristics for the Service Design required for high availability of the IT Services and IT Infrastructure.
The Disaster Guideline contains procedures for the handling of disaster situations:
The Disaster Practice Report documents the planning for, the execution and the results of Disaster Practices and contains proposals for detected improvement potentials of the Contingency Planning.
Emergency Procedures define all activities for the fastest possible restore of operation of IT Systems after emergency situations (disasters, complete breakdown of IT Services or locations, aso.). This restore has normally two steps:
The Improvement Report provides information about planning and results of Continual Service Improvement for the other IT Service Management functions. It contains planned, actually executed and since the last report finished service- and process improvement activities and their expected respective achieved results. Furthermore proposals for future additional service improvement activities are provided.
The Incident Management Report informs all involved ITSM Disciplines about occurred Incidents and their elimination.
The Incident Record contains all information about an Incidents over its lifecycle. Typically it is documented in the Service Desk System.
An Individual IT Service requires normally changes of underlying basic IT Services or Infrastructure Services. Thus an important focus on the functional and organizational requirements specification is necessary.
The IT Budget is a rolling business period related financial plan containing a prognosis of expenses and revenues to be expected for the IT Organization. Within the IT Budget funds are allocated to the processes of the IT Service Management respective to the organizational units of the IT Service Provider.
The IT Procurement Guideline specifies the terms and conditions for requesting external IT Suppliers and IT Services for the Demand Carriers and for providing such Supplies and Services for the Suppliers. It contains beside others
During a purchasing activity it is supplemented by the common procurement terms of the company.
The IT Purchasing Requisition is the defined ready to process order to buy according to the IT Requirements Request with specified scope of supply and specified Supplier.
An IT Requirements Request represents an application for procurement of services and/or goods from external Suppliers of the IT. The IT Requirements Request describes the contents of the demand and is transformed into a definitive IT Purchase Requisition within the IT Procurement Process.
The IT Security Guideline defines mandatory rules for the utilization of IT Services and IT Systems for maintenance of an appropriate security level and for security controls.
The IT Security Strategy defines the procedures for assuring the security of IT Services and IT Systems regarding the recognized relevant risks and the planned and implemented according Security Controls. The operational procedures and mandatory behaviours thereto are defined in the IT Security Guideline.
The IT Service Continuity Report informs about the actual status of Contingency Planning and the actual Emergency Procedures.
IT Service Continuity Strategy The IT Security Strategy defines the procedures for assuring the security of IT Services and IT Systems regarding the recognized relevant risks and the planned and implemented according Security Controls. The operational procedures and mandatory behaviours thereto are defined in the IT Security Guideline.
The IT Supplier Strategy describes the rules for the selection of Suppliers for IT Supplies and IT Services and the frame conditions for such supplies.
A Known Error is a Problem whose cause is known and documented including a documented Workaround (as far as available).
An offer is an obligatory declaration of preparedness of the Supplier to deliver services or goods in defined amount and design with also defined prices and delivery conditions.
The Operational Level Agreement provides an internal contract between the IT Service Proivider and another part of the IT Organization regarding the provision of an IT Service Contribution. It defines besides others:
The Problem Management Report informs all involved ITSM Disciplines about open Problems and Problems in process and the related solutions and workarounds.
The Purchase Order is the binding order to the Supplier to deliver the goods and/or services specified in the purchase order under the conditions described there respective in accompanying related documents.
Notification of defects due to insufficient or not contract conforming delieveries and services. Possible consequences are rework, claim and cancellation of order.
Recommendations for Demand Control Trigger for the optimization of service consumption behaviour as input for the Demand Management.
Recommendation for Process Quality Improvement Trigger for the optimization of the quality of IT processes as input for the process review.
Recommendation for Service Quality Improvement Trigger for the optimization of the quality of IT services and IT infrastructure services by changes in as input for the Service Review.
The Recovery Plan describes activities and procedures for the restart of IT Services after emergency situations referring to Emergency Procedures.
The release package contains all Configuration Items belonging to the respective release. Those Configuration Items may be
The Release Record documents the complete lifecycle of a Transition Project.
The Request for Change is a formal request to perform a Change required for all types of Change not defined as release free Standard Change.
The Risk Log is a rated catalogue of identified risks and accordingly defined activities for minimization and mitigation.
A Service Contribution is a necessary part of the provision of an IT Service (Business Service), normally IT Basic or Infrastructure Services necessary to fulfill the Service Level Arrangements of the IT Services part of which they are.
A Security Alert serves as initial information about newly recognized or even actually ocurred security threats, providing the possibility to avoid or defend the threat for the receiver.
The Security Control Report documents the results of performed Security Controls.
The Security Management Report provides information about security relevant occurrences and activities and about the security situation of the IT Organization.
The Service Acceptance Criteria describe the criteria against which IT Services and IT Infrastructure Services are checked prior to release to operation according to the underlying Service Arrangements (Service Level Agreement, Operational Level Agreement, Underpinning Contract). Thus the conformity of these Services or Service Contributions with qualitative and functional requirements is assured.
The Service Catalogue is the part of the Service Portfolio visible for the IT Service Consumers. It contains a complete listing of all active IT Services of the IT Service Provider including those released for deployment.
The Service Design Guideline contains necessary rules and regulations
The Service Design Package describes the requirements to the development of IT Services based upon Service Level Requirements. It contains the requirements from the customer's perspective and describes how they will be realized from technical and organizational perspective.
The Service Design Planning contains all relevant activities of the service design phase.
The Service Documentation contains the complete description of the IT Services inkluding all documentation needed for operation, maintenance and further development. This includes besides others:
The Service Evaluation Report documents the results of the service evaluation reviews with
The Service Landscape documents the relations between Business Services and IT Services at one hand and the relations between IT Services and IT Infrastructure at the other hand. Thus it assures the logical link from Business Service down to Configuration Items.
The Service Level Agreement defines the mutual contractual requirements regarding the IT Service. This contains besides others:
Service Level Arrangements cover all service level relevant agreements and contracts: Service Level Arrangements Catalogue The Service Level Agreements Catalogue contains all actual Service Level Contracts including: referring to the IT Service Consumers.
Service Level Management Guideline The Service Level Management Guideline contains all rules and Templates for the definition and release of agreements for IT Services.
The Service Level Report informs about the agreed service quality of the Service Providers respective Suppliers comparing the agreed and achieved Service Levels. The report furthermore provides information about the utilization of the IT Services, ongoing activities for Service Improvement and extraordinary occurrences.
The Service Level Requirement contains all requirements to an IT service from the business perspective of the IT Service Consumers. It defines besides others:
During service designs the service level requirement is the basis for the service contract and the Service Level Agreement.
The Service Portfolio contains a complete listing of all IT Services of the IT Service Provider:
Visible for the IT Service Consumers is the Service Catalogue as subset of the Service Portfolio. Not visible for the IT Service Consumer are:
Systematic, cyclic and operationalized long range planning of the goals of the IT Service Provider and for the IT services.
A Standard IT Service needs normally no change of the underlying IT Basic Services and Infrastructure Services. Thus the process of requirements specification is concentrating on the definition of service level goals and their control.
The Standard Operating Procedures contain the rules for recurring standard activities of the IT Operation and the according targets for these activities and processes.
The Standard Service Catalogue being a part of the Service Catalogue contains all Services predefined by supplier contracts thus not needing involvement of Service Level Management in case of demand.
The Supplier Profile describes the requirements to Suppliers for a specified demand as basis for the supplier selection for the procurement activity satisfying this demand.
The Supplier Service Level Report describes the achieved performance of Suppliers compared to the agreed performance described in Supplier Contracts or Purchase Orders. Furthermore the recognized weaknesses and activities to improve performance or even possible contract cancellations form the Supplier Reviews are documented.
The Service Level Templates contain all templates for the processes of the Service Level Managements (these documents will merge during the process especially when electronically processed):
The Transition Management Report contains information about all active and planned Transition Projects (status, milestones, finish).
An Underpinning Contract is a contract between the IT Service Provider and an external service supplier about the provision of Service Contributions. It defines besides others:
A Workaround is a bypass solution for an incident or a problem, where no cause eliminating solution is available so far. Goal of the workaround is to reduce or avoid the effects of the incident respective problem until a final solution is available.
5.2 Involved Organizational Units in Service DesignThe organizational unit in charge for cost accounting, calculation, budgeting, cost control and monetary decision support (internal reporting).
The organizational unit in charge for procurement of all relevant supplies of products and / or services.
The responsible Service Provider.
The organizational unit or group inside the IT who is in charge for development, maintenance and support for IT Applications.
The organizational unit or group inside the IT who is in charge for the IT operation (infrastructure, operational services).
5.3. Involved Roles in Service DesignThe responsibility of 1st Level Support is to register and classify incoming notifications. In case of incident messages he/she undertakes an immediate effort to restore a failed IT Service as quickly as possible in case of foreseeable success. If no ad hoc solution can be achieved, 1st Level Support will transfer the Incident to the appropriate technical support groups (2nd Level Support). 1st Level Support also processes service requests of Users and keeps Users informed about their notifications' status at agreed intervals or status changes.
2nd Level Support takes over Incidents which cannot be solved immediately by the means of 1st Level Support. If necessary, he/she will request external support, e.g. from software or hardware manufacturers (3rd Level Support). The goal is to restore a failed IT Service as quickly as possible, if necessary by implementation of a Workaround. If no causal solution can be found, the 2nd Level Support passes on the Incident to Problem Management for further processing.
3rd Level Support is typically located at external Suppliers (hardware or software manufacturers). Its services are requested by 2nd Level Support if their technical expertise is not sufficient respective additional skills are required for solving an Incident or Problem. The goal is to restore a failed IT Service as quickly as possible.
The Availability Manager is responsible for the definition, analysis, planning, measuring and improvement of all aspects of the availability of IT Services in respect to the agreed service levels. He/she is responsible for ensuring that all IT Infrastructure, processes, tools, roles and other utilized auxiliary means are appropriate for the agreed service level targets of availability (also in the future based upon known business requirements).
The Business Relationship Manager is in charge of maintaining the customer relations. He/she
The Business Controller is the person in charge for the different business units of the enterprise within the Controlling department.
The Capacity Manager is responsible for ensuring that IT Services and IT Infrastructure are able to deliver the agreed service levels from capacity perspective in a cost effective manner. He/she is responsible for ensuring that all IT Infrastructure, processes, tools, roles and other utilized auxiliary means are appropriate for the agreed service level targets of capacity (also in the future based upon known business requirements).
The Change Owner is the authorized requestor of a change.
The Compliance Manager's responsibility is to ensure that standards and guidelines are followed. This covers
The Configuration Manager provides information about the IT Services and IT Infrastructure (IT Assets) utilized by IT Service Management. For this purpose he/she maintains a logical model containing
This logical model is maintained in one or more databases (Configuration Management Database (CMDB)), being part of the Configuration Management System.
Continual Service Improvement Manager The Continual Service Improvement Manager is responsible for managing improvements to the IT Services and the IT Service Management processes over their life cycle regarding the development of business requirements and the IT Service Strategy. He/she continually measures the performance of the IT Service Provider and designs improvements to IT Services, IT Infrastructure and IT Processes in order to increase efficiency, effectiveness, and profitability of the IT Service Provider.
The Control Responsible accounts for the
of the security controls within his/her responsibility.
Entitled requestor of services or deliveries from the IT Service Provider.
The Financial Manager is responsible for managing the IT Service Provider's financials containing
The Incident Manager is primarily responsible for the fastest possible restoring of a failing IT System in case of Incidents. He/she is the first stage of escalation for Incidents in case they are not resolvable within the agreed service levels. Furthermore he/she is responsible for the intake and content conforming handover of customer messages of any kind (besides incident messages).
The Information Security Manager is responsible for ensuring the confidentiality, integrity and availability of an organization�s IT Services, IT Infrastructure, IT Assets, information and data (in all ways of presentation). He/she is usually involved in an organization wide approach to Security Management.
The IT Controller is the person in charge for the responsible Service Provider within the Controlling department.
IT Facilities are all assets plus organizational and technical environment to house the IT Infrastructure:
The IT Facilities Manager is responsible for the physical infrastructure housing the IT infrastructure
Responsible manager of IT according to the organizational structure.
The IT Operations Manager has the overall responsibility for all activities of IT Operations:
IT Operators are the staff who performs the ongoing operational activities:
The group of leading persons inside the IT who are in charge for the disciplines of IT Service Management.
The IT Service Continuity Manager cares for the provision of the minimum service levels agreed upon in the Service Level Agreements in cases of disaster. To achieve this he/she
All (internal and external) persons or organizational units, who consume the services of the IT Service Provider.
The Problem Manager is responsible that all Problems are handled over their whole lifecycle to
The Process Owner is responsible for the friction free, economical and goal oriented operation of his/her process(es) (business process, IT process). This includes
The Release Manager is responsible for planning, controlling and execution of rollouts from development to test to the live environments. His/her primary objective is to ensure that the integrity of the live environment is protected and that only beforehand tested components are released.
The Risk Manager is responsible for identifying, assessing and controlling risks. This includes the
The Risk Responsible accounts for the implementation and execution of
for the risks accounted for.
The Service Catalogue Manager is responsible for developing and maintaining the Service Catalogue based upon the Service Portfolio, ensuring that all information within the Service Catalogue is accurate, up to date and accessible for all authorized persons.
The Service Design Manager is responsible that new respective existing services are designed that
The Service Level Manager is responsible for the setting up executable Service Level Arrangements
in a way that the goals defined in these arrangements are reachable in economic manner. The achievement of goals is controlled and reported by him/her.
The Service Owner is responsible for the management of IT Service(s) assigned to him/her over their lifecycle. He/she supports the maintenance of the Service Strategy and the Service Portfolio.
The Service Portfolio Manager accounts for the development and maintenance of the Service Portfolio. He/she
The Service Transition Manager coordinates the sub processes of Service Transition:
in a way that the business value of the IT Services for the IT Service Consumers planned in the previous phases of the lifecycle:
can be achieved. He/she informs the other disciplines of IT Service Management about all projects of Service Transition in general.
The Solutions Architect is responsible for designing IT Systems and IT Applications required to provide an IT Service. This includes the specification of technologies, architectures and data structures as a basis for application development or customization and the technical and organizational realization concept as well.
External suppliers of IT services, IT service contributions and outsourcing services, where the scope of supply is defined in the Underpinning Contracts, external suppliers of infrastructure and operating supplies.
The responsibility of the Supplier Manager covers
The Technical Architect is responsible for designing IT Infrastructure Components and IT Systems required to provide an IT Service.
The Test Manager ensures that systems and system components meet the specified requirements in terms of
The user of an IT System within the business organization (internal and external). Users are the purely operative subgroup of the IT Service Consumers.
5.4 Involved IT Systems in Service DesignThe database of Change Management documenting all relevant information (Change Records) of all stages of the life cycle of Changes.
The IT System which maintains, documents and controls the financial management of the enterprise. Normally it is part of the integrated ERP System (Enterprise Resource Planning).
Configuration Management System The Configuration Management System (CMS) contains a coherent logical model of the infrastructure of the IT organization. Within there is stored the information of all Configuration Items (CIs) maintained by the Configuration Management. This includes Configuration Records, Incident-, Problem- and Change - Information. The Configuration Management System may consist of a number of data bases connected via logical links.
The IT System of materials management and procurement. Normally it is part of the integrated ERP System (Enterprise Resource Planning).
The Monitoring System tracks the behaviour and the operation of IT Infrastructure Components and IT Infrastructure Services. It may be part of the monitored system or a separate surveillance system.
The Operational Systems contain the whole of IT Systems of the enterprise which provide the functionality for the IT Services.
The Service Desk System contains the database of user support including the knowledge base for Incident- and Problem Management. Normally it is part of the integrated IT Service Management system.
Database of the Service Portfolio. Normally it is part of the integrated ITSM System.
6.2 Responsibility Assignment Matrix for Service Level ManagementClick the image for a bigger view in a new window
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