AppendixA:TheServiceDesignPackage

ServiceDesignPackage shouldbeproducedduringthedesignstage, foreachnewservice,majorchangetoaserviceorremovalofaserviceor ServiceDesigntoServiceTransitionanddetailsallaspectsoftheserviceandits requirementsthroughallofthesubsequentstagesofitslifecycle.TheSDP shouldcontain:

Category Requirements Subcategory Business requirements Service applicability DescriptionofwhatisintheSDP Theinitialagreedanddocumentedbusinessrequirements Thisdefineshowandwheretheservicewouldbeused. Thiscouldreferencebusiness,customeranduser requirementsforinternalservices

Servicecontacts Thebusinesscontacts,customercontactsand stakeholdersintheservice ServiceDesign Service functional requirements ServiceLevel Requirements Serviceand operational management requirements ServiceDesign andtopology Thechangedfunctionalityoftheneworchangedservice, includingitsplannedoutcomesanddeliverables,ina formallyagreedStatementofRequirements(SoR) TheSLR,revisedornewSLA,includingserviceandquality targets Managementrequirementstomanagetheneworchanged serviceanditscomponents,includingallsupporting servicesandagreements,control,operation,monitoring, measuringandreporting Thedesign,transitionandsubsequentimplementationand operationoftheservicesolutionanditssupporting components,including: Theservicedefinitionandmodel,fortransitionand operation Allservicecomponentsandinfrastructure (includingH/W,S/W,networks,environments,data, applications,technology,tools,documentation), includingversionnumbersandrelationships, preferablywithintheCMS Alluser,business,service,component,transition, supportandoperationaldocumentation Processes,procedures,measurements,metrics andreports Supportingproducts,services,agreementsand suppliers

Organizational

Organizational

plan,

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Readiness Assessment

Readiness Assessment

including:businessbenefit,financialassessment,technical assessment,resourceassessmentandorganizational assessment,togetherwithdetailsofallnewskills, competences,capabilitiesrequiredoftheserviceprovider organization,itssuppliers,supportingservicesand contracts Anoverallprogrammeorplancoveringallstagesofthe lifecycleoftheservice,includingthetimescalesand phasing,forthetransition,operationandsubsequent improvementofthenewserviceincluding: Management,coordinationandintegrationwithany otherprojects,orneworchangedactivities, servicesorprocesses Managementofrisksandissues Scope,objectivesandcomponentsoftheservice Skills,competences,rolesandresponsibilities Processesrequired Interfacesanddependencieswithotherservices Managementofteams,resources,tools, technology,budgets,facilitiesrequired Managementofsuppliersandcontracts Progressreports,reviewsandrevisionofthe programmeandplans Communicationplansandtrainingplans Timescales,deliverables,targetsandquality targetsforeachstage

Service LifecyclePlan

Service Programme

Service TransitionPlan

Overalltransitionstrategy,objectives,policy,risk assessmentandplansincluding: Buildpolicy,plansandrequirements,including serviceandcomponentbuildplans,specifications, controlandenvironments,technology,tools, processes,methodsandmechanisms,includingall platforms Testingpolicy,plansandrequirements,including testenvironments,technology,tools,processes, methodsandmechanisms Testingmustinclude: Functionaltesting Componenttesting,includingallsuppliers, contractsandexternallyprovided supportingproductsandservices Useracceptanceandusabilitytesting Systemcompatibilityandintegrationtesting Serviceandcomponentperformanceand capacitytesting Resilienceandcontinuitytesting Failure,alarmandeventcategorization, processingandtesting

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Serviceandcomponent,securityand integritytesting Logistics,releaseanddistributiontesting Managementtesting,includingcontrol, monitoring,measuringandreporting, togetherwithbackup,recoveryandall batchschedulingandprocessing Deploymentpolicy,releasepolicy,plansand requirements,includinglogistics,deployment,roll out,staging,deploymentenvironments,cultural change,organizationalchange,technology,tools, processes,approach,methodsandmechanisms, includingallplatforms,knowledge,skilland competencetransferanddevelopment,supplier andcontracttransition,datamigrationand conversion

Service Operational Acceptance Plan

Overalloperationalstrategy,objectives,policy,risk assessmentandplansincluding: Interfaceanddependencymanagementand planning Events,reports,serviceissues,includingall changes,releases,resolvedincidents,problems andknownerrors,includedwithintheserviceand anyerrors,issuesornonconformanceswithinthe newservice Finalserviceacceptance

Service Acceptance Criteria

DevelopmentanduseofServiceAcceptanceCriteria (SAC)forprogressionthrougheachstageoftheService Lifecycle,including: Allenvironments Guaranteeandpilotcriteriaandperiods

TableA.1ContentsoftheServiceDesignPackage

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AppendixB:ServiceAcceptanceCriteria(example)
TheServiceAcceptanceCriteria(SAC)isasetofcriteriausedtoensurethatthe servicemeetsitsexpectedfunctionalityandqualityandthattheserviceprovider isreadytodeliverthenewserviceonceithasbeendeployed.
Criteria concernedparties,togetherwithfinalacceptancecriteria? Havethedeploymentprojectandschedulebeendocumentedagreed andmadepublictoallaffectedpersonnel? HastheSLA/SLRbeenreviewed,revisedandagreedwithall concernedparties? Hastheservicebeenentered/updatedintheServiceCatalogue/Service PortfoliowithintheCMSandappropriaterelationshipsestablishedforall supportingcomponents? Haveallcustomersandstakeholdersbeenidentifiedandrecordedin theCMS? Havealloperationalrisksassociatedwithrunningthenewservicebeen assessedandmitigationactionscompletedwhereappropriate? Havecontingencyandfailovermeasuresbeensuccessfullytestedand addedtotheoverallresiliencetestschedule? CanallSLA/SLRtargetsbemonitored,measured,reportedand reviewed,includingavailabilityandperformance? Haveallusersbeenidentified/approvedandtheirappropriateaccounts createdforthem? Canallworkloadcharacteristics,performanceandcapacitytargetsbe measuredandincorporatedintoCapacityPlans? Havealloperationalprocesses,schedulesandproceduresbeen agreed,tested,documentedandaccepted(e.g.sitedocumentation, backups,housekeeping,archiving,retention)? Haveallbatchjobsandprintingrequirementsbeenagreed,tested, documentedandaccepted? Havealltestplansbeencompletedsuccessfully? Haveallsecuritychecksandtestsbeencompetedsuccessfully? Areappropriatemonitoringandmeasurementtoolsandproceduresin placetomonitorthenewservice,togetherwithanoutofhourssupport rota? Responsibility Change,Servicelevel Change,Incident Servicelevel Servicelevel, Configuration Servicelevel, BusinessRelationship BusinessContinuity, Availability BusinessContinuity, Availability Servicelevel, Availability AccountManagement Capacity Operations,Business Continuity Operations TestManager SecurityCompliance SystemsManagement

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