The Official lntroduction to the ~TIL Service Lifecycle

London: TSO

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PO Box 1~, Na"",d', N~3 1 Gt-.I

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TSO Slh"j»

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I-P_":' is <J Fli;gi"tered Tl"Olde M~rk d' th;! Ofic<, of Go..-e;llfl)"!nt Cv;mmerce in !he Unit)?(i] Kingdon and otbsr co mtrks The l'.'1iflloga '" is ~ Tr~d~ M.ilt: cf l~e Offir.e of (;o\'~nmerrt (cm1lerce

Contents

List of figures

1

lntrodudiilll1l

1.1 A i1i:>!!DtiG'l! Ipeif:Spei:;ti"le Df nr ~ervie,e

manage;mellitand IfIL

1.2 :lifTL today

1.3 ~ WIll "'1))IIJ~ propo$l~iOf!

1 A "J"he IIIIL s~rviQe m~mll~e~t Iprad:iC5

1.8 Navigatirlg tile Ii1IIL SB:rvf.Ge Mailcgei"Jloef'lt ILilFecy,;:!e

Coreguh:llama:! w.p:ics

2.1 SeMC.E! &tra.t:egy

2.2 Service [:I.esign

23 Seirvlot:e lf~ensitlOrl

204 Service OperatiQrrl

25 CQllltinual 5en.!1c@ ImpKl'W!ffitlnt

2:6 ILifucydE! qU'Gltty amrtrol.

vi
vliii
ii(
~,
.1(
:Xli
1 4
3
3
.;
41
5
5
9
'n
11
12:
12
12
13 ..-1... \_- )

iii

.1.] mL CXUli'rormaOCE! 'Of rompl iance - pracltim

iKla;ptation 1.3

.2:.8· Getl:ing started - SelVice IWecycfe pnirK~~S

Th,e I'Till!. S'ell'lliice Mallagemenit .Liifecyd!e· - <lore of p'radii(:e'

3,1 F:llInctions and Prom5S@!i <!ICl'DiS!i tile li~de

14

117

:SemwStrategy ~ govllrl'lllllACe a:nd

de<;i'sJorn-maJQing 23

4,] Strat~k asse-s'Sment 2:5

4,2 Developing st!<Iotegk capaibilities

4,,3 Se!'!itoe PlroVjder ty~ - m~hin'9 needtn .capability

4 .. 4 Services. as assets - v<ll~e crreat[Qn

4..:5 Defining tlhe maliketS;p;3l"E!

4.6 Serv[oQ~ PlQrtrol1o$

4.7 SSitvice Quts()ur;cillig - IPr.~ct:ic;[l1 cle(i~iQrl"!'l1!<I~l~

4.:8 Ret~m on iIfIVe!st!ment ~RO~

4.9' Fimrndtll Managemem:

4.10 lll!ore?iiSing service [X'te1I1tlal ",11 Q.ryanilOlitiut'lIi!1 de'!Jeloprnent

27

'17 28 29 3(1

35

36 38 39

iv Contents

ServiiceDesiign - b uj:fdiing stl'uctur,all

serviice iintegriity 43,

5.4

ldel'litiMi'lS' 5er\i~E1 requiiremen~5 St:ltvit:~ De~i9n models

D&lliv&ry model options

Service Cata~ogue Manag,ement Service Le\'I;l1l M<lJf1Irug~men~

C8 p<'".!Jcilty Man8Jgement

5.5

5,6

),B

5_9 A\j<llll<lbill~ty MmBg~t1Il€fbt

~.'IV ,If ·5erli"lce (onHnulty Mal}aget'll€i/}t S.11 lifII~ormatioo $ewrity Management S.1 :2 5U;ppl ler M"lni3.gement

6 Sewi'c(!' 1iral'1lsiiliof'l - preparhlQ1 fur change

5.1 1i'ransitiolll Plai1lr1nng <Ina :SUPipcrt

62 Ch,mg~ M<ln8Jgeml?nt

63 A§~t and Contiglur3tiiolll Manag&nnem

6,.4 Reilease and Deplloynnem Manag&nnem

6.5 Service Val~dation and! Testing Reile<lses

46 "N5 47 4!3

49

SO 52 55 60 64 66 1'0

'13

so

86

88

76

\_- )

1

Service O,peratiion

7,2 73- 7.4 ],5

Ewrn.t M"!I'!agemeWlt h:;ioorrt Management

Problem .Maf1lagemenr~

7,6 7.7

ACC€ss ]\1anagerment

7.13 7,9

1fT Operations ManagEment A~H<:atlion Management

],10 Service Operation and proiect rn;:lf)aJQement

7.1 ·1 .Asls€!ssitng and mamging riskil'l Se~ke OP'2ration

7.1 2 OpE!rrational staff in Service [)i.esigrl and Tmn:;ition

8

(ollitirnllJalll Service ~mpro!lojellru!onll 8.1 P1u~P<J$e of C5d

B.2 CSI objf?(~i'JP5

S.3 Business dlrivers

B.4 T8dmology drivars

.8.5 SelV[ce measurement

8.6 Continual Servke Improvement processes

In Service repQr't~ng

91

101

10;:;

106

116 117

121

122

125

125 126 128 123 129

129 140

9,1

miL <:Inc:! other iO!m~~~,. ~ractir.;e:> and .ii-t<linda~

10 The' IITI!.. Self'V~oo Mana,g,emelflt

Mod@1 "·49

11 0.11 Moo~11 ",11~tillent type~

11 0.2 Bi3lS~( I?I€!ITIents

110.3 Creatling a service 110,4 Strategy generrntiol1l

110.5 D8cidilng the course of acnon to create a new :servilce

Acronyms

Index

1149

1151

1155

1155

1158

173

177

227

IFlgure 2.1 The lDemkn~ Qu~I~ Cyc!e

IFigure 3.1 T~~ [Ill Servicr!' ILifecyde

IFigure 3-2 IPro~, ardhitecture

Figure 3_3

Cotlitti nuall iI"~dbad:: loop

Figure 4.1 Servke Pro'/idl~r Qpabilities and rssouroas

ngure 4,.2. Actt.ollIElblle components of service def flI~tliof1l5 ~n terms of util ity

I-igure 4,.3 Service I-'ortfolloo

Figure4A Ellefillanrt5 of Cl Ser'Jlice Portfoillio ilI1Id ServiiCe Catalloglue

Figure 4_6 BusilllE!sS impact andl HOI eutcorna

Hqure 5,.1 Desiqn dependencies

Figure ;).2. Serviice C<l~a:loguoe el ernents

Figure 5_3 The S~tvit:~ LINeII .ManagemE?ntt process

Figure 5.4 Component-based Service Level Package

Figure 5_5 C3j:::eCiity rvlanJ~menlI el'et;r-lel~ts

Figure 5_6 The AvaillilJb~mty WtalllagE!f1OOnri: process

Figure 5] R~13'ionship lJettwe~n IIINells ail" avJ~labili1iy and oV~FilJIlI costs

Hgure 5,.S Ser~'jce C.ontlinuity lifecyclle

Figllr>: 5,9 lT~mrity ~lalll~glemellft process

Figure ;),10 StJpplier M<JJno"gement - roles and inr~erfacoes

Figure 6J 1i'I'ie Servf<le 1II,ani5IUol"I pl'OClm

Flgl!Jl'(l! 62. NO:rJf!\al Ch~ng(;! Mode'l

Flg!!.lfe 6J. Se!i'\o'ke ~t a!ild Co!'!!figl!.lrOlll1io!'l

Management - illlIe·tfaces to tha lifec.ycle

F~91ur~ 6.4 B:amplle of <'I rJleil!5e p<'ICbge

F~91ure 65 Service 1!e5ting and val idlat~on

F~91ure 7,11 The EW:'ntt Nla flIagemcnrtt prOCCS5

Higure 7,2 I he lncident Management process tllow

Fii9lIJre 7.3 The Problemrl"lC!ifllagement process flow

Figure 7_5 Cornplsx monitor controjloop

Fiqure US rT5.~..Il monitor control kiop

Figure 7.7 Rolle of AppliiC<ltion Managemoent iln the <lppllilcatiofll liifecyde

Figure 8.1 ConlIflbuilll Setvilc.e Imprm;e msnt mcdsl

Figure ,B,,2 Sev-an-step Improvement ProC~5S

Figure iLl Numbar of ilKident t[-ckel~ opened o'cl9'" nime

Figure 8A 5ervke reporting prooass

Figure 10.1 Set'J1ice ManJg<&ment Model slsmsnr types

Figure 10..2 5ervke Utecyclle gov~mance and opsratjcnal

elemenes

Figm,= 10,3. Typici'lll Type I S~r\lliD: Provider int~ractliQn5 Figure 10,4 Type III 5ervii(;e Provider lnterectlons

IFigure 1 0.5 Type 11'1 .sendee Pro",icle~ interadiol1s

IFigure 1 aiel IBasic. .SelVice Managmnent Mode~ IprOC'~S5 element s

..-1..... \_- )

List .of fig~res I vii

rFi9l~iI'e 10.7 ITIl, S_Elnvice Idfecydeo mailn IPf,a,;:tire ,element; 1F1@~~e 10.8 ~ormllng and form~laitirig a 5avloo Stlrategy rFiglJife- 10.9 file SeNi!;je- PomtfuiiQ

IFI@ure 10.10 Sta~ 1 --5.ervloo Strat~y el!emElfiltl:

IFlgl.lwe 1 (L 11 Sl<!ge:2 -- Des~n setvite sollArtiGin

Figure 1 0_112 Stag~.3 - Tm n~i1i:~(l1l the- ~r.icr;-

Hgurc 10.113 Change Managl2mcnt clcmcnta

Figllr>: 1 0.114 NQrm<lJ11 ChangeM<l n~_,g~ment process Figure 1 U. 11:) InfDm181jiOI~ tllow~ at ~he SelViC€ Tr~n:5 ition

:~1i:~ge

Figure 1 0_116 Stag~ 4 - Op~rattE? ths ~r.ic~ Hgurc 1 0.117 The EIICm: flA.anagc:mcn1i: process

I-igure 10.1 8 I he Iincidient Management pro-cess ~Iaw Figure 10.1 9 Infom1::1tiolll flow lin the Service Operation

5~91e

Hgure 10.2:0 Stag!:' 5 - CoI~~inufJJl SetvliCe Ilmprovenl!:'nt

Figure 10_2:11 InfmlllEltiQlb flmli' W~tll~tlI Contjnual Service Ilmprov,;>mp.nt

Hgure 10_22 Integwa.1i:oo IiiFec:ydle ",Iemgonn fllow

Hgurc 1 0.23 L1l(ic:redl \I~C:W of the main cIIer;nclllt5 ~n the 5er ... ~(e lJifecydle

IList ,of tables

T~b~ 2.,' T~bre 4.1 Tabf.e 4.2 Table 4.3 Table 4.4

Table 5.1 Table ,ELl

ill.Qle:> aWldcO(e ,guides

IF~C1;QFS To ~m!J~i~.~!S~~smen1i iryp!O'sof SOYrclit'lg SlFl.!'Cl'l.ll!'eS·

[xampl'e of ~ncrea~d Service Potential

Bas~( ar9an~za~iona! structu res for types of service streteqies

Dellirvery mod~11 options

SerVi(E metri<: exampll1?5

OGe's, for,eword

M co-founder oUhel1i1L CQilc.ept and l~adE!r of its early de'!i~IQprriieifl'l:,I'lml d~ligih~ by thE! po,$ulive ~m:pacti~ ihas made QifI cot)rTIJ:tamie:s, and Qrganililitio:ns around tITle '!.II'Orld. Wlh~ began as a UK gOli.!'emltfier'lt inlitrativeto setout <1m ~ffioi8nt, successful and mliab!le approach to Sgf\l~(E!

man agl?tl'oE!n1I is now a gllobal andaaveur, Wiith

publications, tl'a~n~n9 and support IDol~ ava~l~blf! in various Ilangu<i9lC'.5. Of COU&', successful growth dCK::5n", happen by chance and m L has proven itsellf many tirnes over ~hmugll the benefits it briings tothe bu sinesses that

em bed! i~ practices.

Since its. creetion ln the Ilate 19£05, ffll, has been developed to kf.€.p up to date with 3J oon:~tantly changing ~lviO:! rn,m'HJ~mll=ril elwilonrn~nt Here il~ lllol:1ll,ll!:l~L version, II 21m pll€!as€!dllD see a top qLlall~ product

r .on:~u Im,ticm v.r~th E'o1'1Pf'rt<;. on cl 9llohrlll :~n'lll> brirMJ~ you II~dlintg pract~(8S, idh:mt~flro throuqn e>:pl?rienC8 and broLl9lht tog~th~r w~h li1~~ skillll~ a ndl expE?rtlls.e· of our publ~shDng partner, The StatfiOnery Office (TSO),

I bE!I~e\!'f! ITIL w~111 CQnt~llue 110 play all importall1I mile wi1Ih~n govemment i3JS an eilf~ctiv~ standard framework for deliv:ery., Ii-Iow~er, tine real vailhil fnlTl1L is. ~h~t it;s Ibemfiflts a~E:! avolilable .'0' 'eve!iYorg<lni~t[o1\ larrg~or sm::lill, with @ g(mlJ~lIe de~i~e to deliver I,n iMligh"P,eIifQ:nming seM~

[pl'O ... is~on, MaYYOUf (lfgal'liz.a~nQfI Ib@ oneohhose!

JafJnStmCi'~

OffiCI? .df GOiiiffllmMt' C:alTI~

ix

\_- )

x

Chlef .Architect's, foreword

Hiis book ~.d~tlicatE!dto 'limE: lP€qp!i:!: wllo pr.actisE: IT ~Nire manCigemM~. ThiUlh,}htheir !kJiiD~"!.iMgeai'ld ~liielfl()e-5 ~ Iilave 5haped tITle IPre:>ent and ,an see furtiher '~oward fneJ!i.jitl.!['e illong our jQ~li'nev to' 56'!1ice ~xCE!llll~m(e_

Over tl1tf1 paiS1i: two dl2cadl~5 the wonldl of IT has d1l31lgedl dr.J~tocally, The liT lnfrastructute Library Framc:worl( has grown allong with ~t and! has shaped a commLll1Iity of pradiice that has spawned 03111 er1l~ire industry. What l1arsn;t chan gedl ~n alii thi3i~ ti me is the meed for us as practitioners of senli1:e management to learn mGw best practices e\f{l~ve ami how they support and inflluen<;e the custcrmer's successes or fu,I,\ureS'.

lin ,a "I;'mld of gmwhng cotillpl'ex~ty, choice a nd gllobilJl~;;:ation, IrTIL has rem2lhlled at th~ heart aif1i:he industry, growing and ffi/(lliv,lnC!,n m~l till" n~~rJ:<: of ~~tvir~ provirif>K.. ThE" current vgrsion of ITlJl is a product of this avolution.

\fViIth~m the paqcs of ilii5 book, W~ w~11 ~r1I1i:roducc Hll, w the novice, fu rthar educiJJtE! the practJi1lfoner an d transrorrm our undlerstandiing of II service management best practices,

This book oGi3ipt!JJrE!5 the- basic oencepts aflinE! IiliIL5ervi(j@ lLil'@cyde and its lb€!nefits, ~t .S@.M!5 asa ~1'E!1'iC@ 10 liTllIl_ service mi3il1a,.geml1int: p~ad:i~eo5" Ib~t: sillould 111m: bEl mnsiaei'eti a f>l.i~.stHiliIDE! '~r the! mlLooi'o? practice set

rrt i<.i. lTiom Mfe we lbegi1il the jounney i[i1l~o, '~he ITIIU. 5.'eI'Vice manag~ment IPr:acti~"

SIJQJ'OJ? Taylor

CM;;f Ardl~tm ml.. ~e MQJ1(l~!Il!rI]etlt P!!QdtCft5

...-1..... \_- )

Preface

Lif.cycl@ ~r'iOLm~ - .TIlt:! v<lr1Quls.stages tlhrollg1h whitlfl.a liuilng thin:g passes (Keriii!'m:tGI'l' .Efr.gliJih Mulrlliflg.!ial DJ'cll'mr;lfY)

'l'hf' VPty fprm '~i,fp.rydp' i~ tl'iA"d to dR~np fh'" l'Nolilition of many I~\!i rng th ing5 ~n this worlld from thear craatien to 0:p~ra1i:ion_ Till? t~llfle· bi?tNE1?11 nl?a~~orl and explrat~orl is the ~OUrf1lcy'.

We need on Iy look at our own liFe [ou m eys ~o· see a I iiviing example ..

CreQtielf] -~he fir.5~ part of our j~lrne~. AI; an embryo dlevelop-5 .. it~ II~fe blluepr~nt is 0011119 e.smblli:5hed through The archlit&d[ltre of irs DNA. HIe embl',y\O's genetic .structure wiH. dic:t:lre its c<lJpabilliit'j,. propami~y for immunity or

v.ul n~rab~l~ty to d lssass, and (erta~n personaD~ty

rIElr~.dTf>tf stirs ~t v.r~11 G'Iny ttJ mLJClhoLJt I if~_

CNfdfwDd - the fotnflativE stagf1. We are infilue"iIC~d by our exposure to tthc world around! us and ca rn inrt1lucncc: our Ilife bllu~pllint ~111 how ''>\'e miln~fusl and ~ntE!grale oursE!li>I~s with the world around us. Our understandling of our needs, both for growth and creat~vity, are our 'reQlllilrement5' thoJt aillOVl' !.lOS to Grea~e value for oursel ve5 and those who come into contact wiith us.

xi

A.dL!ltl1~ - where we mOl1e OUr .ski II~ and lPed'arrn ViJ'itmiri ~pect€d :soc~tal par.a'lTie,tHs •. We 51'!riv€· 00 ~mprcr\;le: CYu~ c~paoilit:ies ooifLtinrui'!Uy am:J dsfineour vallie. By ~nfc5time., ewe Ii'ta....e built .<1 mm:plex~ metW<lil1kof rel<itioMnijTh and d\&p ... andancias to others, The worlld 'M2' IIiv8 ~n has become far more compile:<: 'iihiln in ch~lldhood andl m2lnaging our Iluves more challl'el1g~ng_

[If you repllilce the human metaphor aoovewith the [Iofecycl~ of service management you lJUiilll see marn~' sim~~ari·~ies. This its because the nil 5er~ice Lifecydle I'E'pre~ent:; the 5<lJm<l ,=voluHon - from creatlon to e.;o:pilra~ion - an d the :5tage5 lin the 1111L Service Lifffyde a Fe whm faH i,n betweelli.

We Oft£l~ forget' that ser/ic£s ~re Iliiv~ng thiitligs_ Th&y requ~r& sustenanos to :sut\>'~\'e. they mu£lI oollbinuailly adapt ~nrJI .. ooliv .. with rha tl1g~llg n .. p.d:~ of th .. · hm in,p~~, <'I1~d th .. v wiml pass through various stages o"~r ~he~r Ilifetime_

ScNicC'5 aile constreined by their -genct[c blucpril1lt risks, financiall investment, culture and aconorrncs - bLlt should evolive to influence theiir velue ~hrough interaction, evoIILf~ion, dependencies and rela~ion:sh~ps, and to exploit these for p05i1jjv~ outcomes,

This book wiml take you through these Service Ufec~de staqes and show how to apply the knoe ... ledqe contained irn the rTIL (0fC lik:cydlc puhlicetions,

1.1 A J:lIISIORICAl PERSPE:C1IIVE, OF IT SEAV~CiE ,MAN!AGEME:Nl ANIE> ITI,IL

IfIi '>€Ni,ce mi3iI'l<lgeifIi~nr (ITSM) eVol\ioo ilat!lir<:il~a5 SeMcH became underpinned lin time t:¥ til e dlewllopilmg tEO-Chnollogy_ In its ~"rliy year:!:, IT Wi15 ma~nly fQmsedl on ~prl i('..=ilion c11p.v~liopmH~~ - ~d l tha nP.'.v p(l,,~~ihi litl .. s s:e~m~n91 to bs ~llIds in them~lvl?s_ Hamsssinq the apparent oonrAlits or thass nf;W tecl1nolo9lie5 1lfl<2a.nt concentrating on d~lli\jEonlng ths cre<l1I.ed ;)ppl~C<l1:ions Z1S il pan of a larger service offw~ng, Hlppot1Jing me business ~tSl?lt,

Durillig tthe 119805, as me practice of service mano,gement grew" so too dlid tile dle~ndenG~' of the business, Mee~illlg the business need called for a more radical refocus for an 1fT sH'Jilce- <'lpproech and the 'IT hellp desk' ~merged to deal wi,tll the freq uency of issues suffered bythose 1:r;-ingro use rr ~etvllc.e~ in del~very of their business,

At the same tome, the UK gowrnment, fuelled by a need for ifiilld~ng £iffi:'([enole~, sr21i out to c1ocum<2nt how 1I11<2 bast end most sucosssful onganf!Z8J'ljlons approached setvke mafl;~ement By rlw ,Me 19SIiJ'-s <lnd' e~'r~y 19~O~, lhe,},' ~1~d p;rOOlJ.ced a series. of IbooliJ; doc~menltll"lig an ap,pro'<leJh te the fli s~lVice m.;l~flag~rne!'lt ~ded .,0· SiUp;port Ibusi!1~sS IWS~FS. Tihis; libfary of pracUc~ WM ,~:ntitled~he, Ij"V [nfi:a:struoturt! Ubirary - Hill toits fl'i@nd.s..

innl'il oi'i~in<IJ1 lLibrary greW m O\!'!11r 40 lbooks, ;!;inc! :;tal1Bda ,(hailnl r,~rnon of 1nt~re5t ilnlne UK rr SO!I'\i'Ke CDmmllJnity. fine term nseNire m",nagement' h<ld not o.eeifl ooined at tnis. point, bl!lt beceme acommQI"i 'te:,rm around the mid 199ilias~he pqpulla~ity of ITILgfffilil. In '1991, ,[I us@~ JOfl!lll1i, ~rH:l IT Ilnfnrnililition M'!rlffiigemelilt FWlI.!n-n (IllilMF), \iVa:> ,crea~ed to bring rm ~se_r$ toge~her ~o e::«ihange i:dett5.il'l'Id Ie<!rln fu;lm~dll o~her; <l'nd wOl,llld eve:n~l,Jally ch .. ngeit~ ntlme~o~he ill SerVice M.m:agement Forum '(jQAlF). foo<IY.

3

th~ rtSMF' ih<15 mlO!ifIilJas wor!dwideal> IiIll's pop~!aril':-' ~ootil;;LiE:, 10'9 r'O'W.

A~0ITI'lI<l15tand(l'rd for ITSM,.Th:e HlrUt:ishSt.andar"d 1.5;000, lr.Jrg""i~y 'hFl~pr'l on I'T'!I pr!'ll"'riitE'!~, 'I1i1i\,~ p\t1l,oli,</I1;F<:\ iltrd follol./iJlEdl by 'Jarious national standards ~n num8FOUS countries. S~IKf! 1Ih<2n ths ISO. 200000:2005 :Standlardl Waf, imtrodluccdl and g<JJ~mcdi ra p~cI rc,cogni1i:ion 91looolly.

Illl's ned revision bEgam illl the mEd 119905, untill 2004. Versiolll 2. of ITIL, as it is commonly referred to, was a more 1!~rg.eted product - wi,UiI n~ne books - explici~IIY brildgiln91 ~he gap between teGhnollogy and business, and wli~h guid8Jno? focused strotllglly on the processes reou ired to delli,ver effective servlees to the l)u~iIi~~ss customer,

1.2 IITIL TODAY

In 2004, Lh~ OGC beY<lfl lhe ~~WflJ rnkljm r~(rdi il'lilil<llir.oe of IITIL ilm reoogni,tJicn of the flil<:iS5live ~dI\fam;emelll1!:5 in techinollogy and ~tiHergin91 chall~nge.5 for IT servia: provllders. New technology architectures. \'it1tlalliimtliotll and outsourclnq bGCame 3 mainstiJiy' C1r IT andl tha processoosed apPtW<ldh of IrlllL ne.eciedto, 00 revamped to a.ddlfe5s ~.;1Ni00!' li"n1)R!lgem.ent dhallenges"

Afoot- twl\!rJ~yw~ mIL rem~in~ the most l!'ecQg~i~ed f~~m~~kfor rrSM lUI dee WQ~ld.'W1hilE! il j,\'IIS@'!.'olv@'Jd ~'f1d ch.:iln.ged hs a12a;dth and depth, it ~~ the fllJnd<lm@ntal COrlaljpts of I@ading IP~.ilctim_

1.2.1 Why is 111 L so' !il!.l~es$f!l;llr

11ft I,S i.nte,ntronally c.0!:l1~ of a commotl.se.n'se ap,pro<idh to serv&ce rI1Ian.~g!i;'1'I1IElii'iIt:- ,do W~l\'It wo.rks. And wIl:at VliQr,ks is.adtlptiilg (j COO1Ili1Qnk<:ifIleWOrk ,of prac.li(e~ th<:!t 1l.J1f!1~e 0111 ,,~~~, of III ~el1'Yi~~ I~ion ~W<l~d 01 sfng Ie aim - delivering vah.Je to llhe bu_cslnes/s·. li'J1..e foil0!Afing li~

4 I Ifltrooucti(:()

<iefilr:le5llie kIey charact)Sri5~i!!::5 .. gt mI.. thatcon~rib!J~e to it5 g!obalsJua:ess:

• NOh"PfOpfiietili)' - I'Irll seMce iITll'lnl'lgem.ElJ1it praGtDGes. are .i'lpplica~le irl any ~lorgan!i~atiol1 beciOIij:>ethey are r'!@"I: i;l1l!l1ed 'O!'l <lI),Y p.1lfflwi<lr t;e,;;ii'ln©logy pl~nrm or intillstrylype. ml ii'> .oW1(IOO by the UK govemmElntand fJ'IQtliOO tQ .:;I!Ji!Y (;OJnmet>ctl'l PrQPcri@t~ry 'Pcractl~ (JF ooll!,Jtion

• N~IiI.pnl.9!:l1iptiVll' - 11l11L ·al'fu:r5. robust, makmil and t~mfr-t·li?st~d practic,z:~ ~hat ha)ie ~Wlieabiiitv~o all types of seMceofganizati.'OltS. It ronitiftll~.to be ~sefu! and n'll)a",;ant i~'1 pi1Jb~ic ·<lmd Iprivalllil' ~lOli'll, i~'III.elfnal and e;x1ier,F1OiI :>erVic,e pro;\!iders., :;mal~ nle<iil!lm .and' large '.WI,Nrprise'. ~rtd V!lilhirl ,<lny techtili~O!I errvijronm';!'!It:

• BIl'~1 pf<ldice - mIL S@J'\li~@ m~nag:em@n.t praotOOll!!5 re~sl!l!nt tIlwle.lr1ni!f!g e;l!'p!il~ief!JQ~S ~md thol.lglil<t lei3der:slirip o~ ·~he iNOdd's lJes.t: iil'i class. !!eNire piI'DVidE!i'S

• Good practice - Nqt e'iJE1Y pr.actlciil ~n ITlIL can 00 oolfli~~de~OO 'bast p:rnctlw, arid for good reason. For many, .~ b~ndof ~Ommo.l1,good .]Ina bes~ Ipractlces ~re wh~ give l"ii'i@llIrling al"idachileY?Jbll~ to rrSMt 11"1 5'OmE! respeers, best lJ~acti025 are the fla·\1IJUF of the day. All best pli<lctice1s bE!(j.ome corrsnen praaie'E!5 O1.!'er time. being ,replaced by new' Ibe:>t practices.

1.3 THlE ITlL VALUE. PROPOSITION

Alii high-periforming :5etv~ce providers share s~m~IOir (.tmr<ltl!:lribli(_:~. This h riot oolirlciJ!:IrK.e. There <:IrE:! :!::fJ'!:'cilfilC capabill ities inherent in their success that they dernonstrate con:silslentlly .. A core c8p<lJblillity lis their :~trategy. IF you were to <15k <I hilgh-achie'!lin91 service provider wha~ lli1<1ke~ them (jli,~frrKtl\IP. from l1~f>i t ConmpP.titrlr";, th~ wClLJllrJI t~111 YOLJ fhA,f It is th€~r ~ntriimjc !.mde[Standi!n~ o.r .how rhey ,provJde ~tlje t.Q itJiteir (J!JS'tQ~rs. 1ihe~ ufiderstalf'l.d ~M o~stj))meF'5 bi.!sine;>~ objecti",e.;. o'lJtldtM ro~ethey play in enab~ng tihOOf obJeotiVe~ ~t)o be met. A deser ioo~ W(l~ki lrel!'oe~i .~~~ tihel,ra'blll,ty to do th~ d~ no'!: enmefrom reactilfl9 to

Ci1Jsto~r needs, bl/..i~.tl'om p.redlictin'9' ·~hem throug'h lP~paration~ anaiysis.a'nd examnhing c~$toilTler ulSage IPilittemn3.

'Il1te next $igni6c.ant oemre.cteristicis the :;yslematic !J5e' of serville Im<lfJ'l~gemewt W<l~it;E~~th<l't <lNl' I'E'.lJDOli)si\~, consistent and mea,sur-a'ble', <lind define 1ihe p~O'!lIderr's qllll.;;iiit¥ if! t~@' ,~of thei~ cl!!I~tom~!'$" lll'1.e~ p~ilQtIc@~ p.rovide SJt<lhility ;(Imld predlct~bl!ity,.<lnd pe~e<I'~ d1~ s@wl(S' pro1Jider':scl!J It!LilI'€!"

line finalcharacHlri51ic i·s 1iInE! IprQvider's abi~ifty to ml1tim.K}L!l5~ aniilly5e and filnE! tuneserviee provision to tniliifltain ~table, reliable yet .. aaaptive and ife'.5porn;ive Sel'\oice5 that allow tile cListomer .~ focw. on tin~tr ousini:!':SS w!th'lout (loncemnfo.r nr :>EfV1«!IleIIi1iblilty.

In tlile;se :s3b~atio.n5 you see .(1 t~1~5tetl paJmtnership between ~he cl,!I$wmerOillld the~irvi<ie ~r>O'videiF, .~. shol~e rtslk and r~rd <wrd evol\letl)£J!l'1jf'le~. IE<ld! Ik!fll)M~hey p!ory ~ ~o~e in 1Jhl! suooass 01' ~h@ aiJlI@r,

A~ a se!liVire provider, ~hii5 i5 wlhiit ycm want. to adhtev~. k a aJiStame!r;. tlhis is what y'JJtll warn Tlil a :5E!IN'ice! pt'O'I.i'ider.

Take i:I rnoittent look arolloo .i3!t~ne irndiuMry Iiligmp.erl"oiTriiiny selVic:e providers.. You'll see that m5t me ll'll, $ervlce M!O)n.;lgemEl'lt ~r-O!O!jce~ This i~n't ooirrcideffilce at 011 L

1.4 THE. lITll SERVICIE MANAGIEMENT PRACTICES

lMlien 'fifE'~um on a wa~E'r tOlp,. we e;t;.pect to see wmer flow from it. Wh~n we pres'; dQV!ln <Illig ht switch. we expect to see liiglibt filill the room. Not so m~I1Y y€<Jr:s ago these very basic thlnqs weroa not <I~ reli<lblle a~ ~hey are~QdI;]y. Woa kllOO' in:Stinct~veGy thaJt the aovances in tec:hnoliogl)! have Im<iel~ 'IheifJ'i 1r'€liaMeE!iiO~g:h co lbemn5id~recl a tl~[iliry. B'l!I[ it isl'l't just the redmQlogy Ulal: makesthe .5e1r\1lc.es l"e~ial:!le. lit ls how tlhe),'are malfl<lg:W. Thi$ ls ~e~e lItIiln:agemeiflit!

..-1... \_- )

The use of IT tooay has oo,llometile ut:ility o~ bU5in.e>5. Simp~ Ihavi~9 thE bast OOdhnology will not ~MUme it ~rovid~ I~tlllt!f-rike rellabii~ty .. Pro~s~io:t'!al, fB~pOn31\!e. value'-<iiiiJefi servioE! mandigement is \!'rIha~ Ibring5.~ni5. cq/lJIilIlity oi s:ervlce to th~ bvt5I~~~;

The objective· oUlne mIL Se\rv~<lEl Management p~acti~e li'i'a.m!;!WIClri!: IS ill prD'Vtid@ .S@MU!oS to buslnass customars that arc flit for purpose, stable and that arc 50 rdliablc, the business 'l/i~w,; them as a trusted lltlillity.

ITIIL orrer,s boI:1sL prilcUile yu kl,Hllol:1 a ppl k<ltJle lu <llil LyfJ'I:lS or organ lzatlons who provide services to a busirt e5S. Each publieatlon adcresses c~pab~litie.6 holVilng direct impact QI~ <J service provider's petiFortlll<ln re, The structu re of The cors pr.:lJd1~CI? takes iform ln a Sl?tvice UfeqJLI~. It is in~ratiiil8 and mulltid~t1Il~tli~lon;il1. It ~tliSLlr!&5 (lrgan~Nli:riOm am sat up to le'IoIera~·C<!ip.ab~itie-:> in one <lfearor llearn ing and i!T!p~,t)\Iemef!!ts if! ©1i~e~, 'li"!w:~(lr~ p~ ex~.;:d to lprovlde ~tru~tlLJr-e·, stabll ity !1!:t1IcI surength to selNic.e manage'ment r;~p@bllitl~ wroh dl,Jr",bh~ pirl!f!tlp~. m!HIKJCis and wo~s. This ~:tveS to prot~t i!f!'Ve~~me!?!~ <l!f!d IProvide the !f!@~s.or:r onis for im@<!5-Urem@rlt, Iflaming' and £mp~·Q!VlIDlem.

inn!:! g!ll!idaTlce'in mL Cain be .adapl:ed for use in ,;\i3iriOU5 ~i.!I5ilfl;~:; fflli".ironlll:etlltS an.d ·org:.an izatiioml :stra.tegie.5. The ~Qmple;meifltaty guidance pfOloiide'> fte-xibil ity to imp!eme:rrt tihe OO~Ei Inl <l. d~er.1e f<in,ge ~r 'Eimlirofr1lmE1lr:lt~. IPlractili:loneltS can :select complementary guidance as l1!eeded~()i [jl)mvidie ttf;ad;iMror 'the~:o:re in a given bU5inessc:o:ntext, lItll!ioh like tylilM ~ue seie(il;e~ based lfr':! the type {If ~~~omdbii~e. IPurpose and lfOad ,oondlttiooo.Thls is to iniCireaoo tine durolbility .;Ind ~rt_~bllil)'ot mowQed9ll! assets ~l1cj~O' IPfo,ter:~ 11lJ\i'eS't!rrier!:tslf! se.wice m .. nc;lg:E\!T!ent 'c@P,i)bIHiie;s.

1 • .5 WHAT ilS A SERVIO&?

SE!r .... Ir;e· mOlnageme,m; ls mor-e~h,m~Y~t .a set of C<I~'bili~~, It is .alro" p~ssiorl';}IIP~actia! suPiporliE!d by .ain @Xt@11lS1\t@ body o1f ~Ilow~ooge, oe-)!lpoerieme ~nd~ilb; A gldtr.;!1

comm~f'lrty of individl.lal!i am:J o~1l'ni:lari~115 in tile ptI'bli..:: and pOv<Jte .sectors. fost@rsits gmwtlrl ana maturity. ~nnal scile;mes e(:(isttor tM ,edUCtitiOtl:, (~ail'ill'ig andcertifloe2itk)1'i of ~litin'J 01f91i1inizMio:ns, .amI inclwlOuais ilfl'ftiJenre ~ qllllOlilty,. IMu~try best pr.acirlces, <Io'C~demirC re~rch and f(l~!i'!"!~i ~1t<l:t'!oor:d:s coo"tir!bl,!!~ to its !11t.Riie~w<li ~pVt<li .W!~ d~aw from It

The origins of service r;nana~r;ncnrli: are un l1~cli1i:ionall service busin essessuch ~.J5 a irllilll!O'5, ba nks, hotels an d phone cornpenles. Its practice has grown wiith~he w:Jk::pliori Ly IT org<lrliL,JlIium of <l :~er"iite-lJJi"'J~L4::J ~pPFQllch to managillig IT aJptJ~ii(;<lJtlion:;, infrastructure and precesses, SQIUlJ1QtlI~ to busln ass prabl\am~ and support fur business models, 8trateg~e8 mlld cperatiens ZI re in creasl flIg Iy illl ths farm of Setv~Ce5. Tha popularity of shared ~rviCl?5 and outsourdng has contributed to tha increase ~n ~hG! mJmbe~ of organlZ<!tiQt1!s 'Wille) are serYice Pi"Cl'Yider:s, !!"!ldll.!t1irlg !!J1!te~r!"j @n!J<'IfllzOiJt~Q!1EIi ~Ji1rt>, lhi~ !!?! '~lJIr!f! ~<l~ :!!trrengthmed~he practice (Iof serolice maooge:ment .00nd at 1l1u! ~;;IflW tlmeimpo~d QJl@~t:@r chall~fhQ@~ u pot'! it

IDefinlliioon of Bsenice

A l'serl1iQ~1 i~·~ me~'!'I~ of d~irveri!f!g val'l,U~ to C'Ys.tJ;l!l'!ef$ Iby l'aciliil-ati ngl outeornes curnliTEl'Si want to aichie-ve wVtinoLJt~he O)NIlffih;p of :spa:ific costs ,and risJrs.

'I'I1e1t! are a v~J'ietyof contexts if! "",midi thecle1l,niticm Cif a seMe:e esn 00 ,ex~anded .uPOOrl, loot as a ba~k>

OOIilG~pt. s~rvioe- i~ ~M meoam. M deliveIiifl9 vaH.ie., al'ild Ino m1lJ!i:ter 00;'011 you rOfgtl'rlrza,tioll ~hOO$e:5 to d~line ·01 S!iltvic~:r th!~ mll.!~t be ~t t~ ~!t 1)1' w~t'dei]~eo; <I set'llice.

1 .6, NAViGATilNGI TH'E II'nL SERV'leE MANAGEM.Etfi UFEafClIE

IBEf:ore caiS!!u~im9 th~ prin.t~ple5G1' fl[L set\!1re Imali'la~elflt: P:f<lct1<o~s, it ls he!,prul~o undefStafilid the OYeif,oll (Ol1!teWlt :>lm.lit:t~N'~ and howOOpics, <l'r~ are

...-1... \_- )

6 I Irltrooud:ioo

or;g:runiZf:d wilhine<l(lnof the oook5,~halt~o.gethe,r ~ompri~~ Ute prartt.GE1s.

'Ille nJiliL ~etvioe lmamagemeiflt practices, <lire <:o:m:prised of three llTI'<lin :>titS Qf p.rodu:C15 <In,d ~ire.s:

!II mIL :;e:rvIGE:1 m<!!rl<'>gement IPr:actlooos - eore ~ugd<lrt(je

• mIL .~rvi~e m~!'lag~ment !pt:acti~s - oomple!i'fl!l~ntary gLilidOlI1G~

II rJill weliJ Sl!lPPQiitsetNiGfl';5.

1.6.1 ITIL senice lillUlJlllagem,eililt practiGes - (oJ,e guidance

lIihe eor,e ~et oomEs!ts ~f ilix pUbilieatlons:

• ihfroo,uction to m1. ~,e" Man~fr!oel'lt Pror:fice$

(tih~ pllblicatioflJ)

• 5eMc.e 5~:tegy

• 5ervit€!. :Ci'es.igJil

!III! SImtIC", frQ\tI'slt'lo.11

• 5grvta! Op~tion

• Ganw.rnt!.ai S~Gi? Irn,prnloiM'l€nt.

A OO~Tlffnm struetLl~e a';:"J~9S all thle OOrE!' guit18Jr'I~e (JlJiblic:al:ioill:5 IhEl~p,5 tID easily~nd re~rences Ib~f1 VQtl,!lmes <I~d where tl;) look f(l1r slmikl rgulld .. nce·kl~k:s within each s,tage of d1e lifecyc!e,

,PMdic;e 'utld(;lmel'J'taf5

Til1is s:ectlo!'lof each oore PUOIiCoiltOClIli ~·ts Ql[Jt tih~ IblWl;;ines:s, case ,argLHn~nt: of the need fmviewing 5~rvi(e man.ag~m€!:ntilll alif@cyd@ oorllt@xtand an 'O'!!\@rvie<V"r 'of the pradi(;lE<:S. ~n~hCl'l~rageQf ~h.e i~le[lii .. t OOil'lU'i!IJlil:esm ~t. It Ibri~y oIJJitlir;u~.5tlh;e mn~ex;t JOf' the practioss that rollO\llf ami how th~ (orrMbute to btisi'nes;s wlue.

P.,:cmi~e- prin~ip.fe$

P~'actice rprincipl&ll Clr,e ttllil p!o!ici:e.;. a.nd gmferrmm.ce a~pects of ~~l<!t liflf1~re rotage th<lt .1rl(llor'~hetac~iCi'lI processes ~nd <lrcti\litie~ ~o' {llt;l'!ieving 1iheifob~ctl~"

Ufecyde processes and adivit.ie5

Th.e~rvr.(j~ lLifeqde 5ti3.ge~ rei)!' 0111 p:roCjei'Ses. to. '~e£!lLtE l2adh @EElm,j;!m ,of Ul@ practio£!irli <I cansistl;!rn, Ime<lsurable., ~p!E<ltabl~ way. ~dll Glf@ p!J'bIk:a.tion id",nt~1ES thE! P~O(@'f;:SES ir makes lilS.eof; In ow '~hEy i!nt~r,ar.e with ~1iE1 otihE'F .5t<lg~S m the .Iifucyde-, and tme ,arti'!.!'ities l1€eded to ';;-.<Ifl!)' them out,

Supportin.g oK9t1l1,IZQtJM .nmt"tw~s Ofld" roles lEach ~!!IIblkaUon identlfie~t~o:rwmlZ<ltiol1ill roles and 1r€!~pons'ibnllti@5 that should Ib@~Qmkl€\F@d to manage mill S@M(@ IL~(ydl! .. ml1i@s@ m!~ar@ prD'iiLd@d 115<1. gl!llideiine aifidcailii iJ,e. OOil'djiiiea to fit: into a variety of' orgi3Jl'iiz:<itiOr:i structu res, SuggE'.S,ttons ~ar optimal organizailion struai:U;1'85 are also provided.

'fech.nology ool'l'5idelQtions

mL ~Vire. mai'laSiemEIfI~: pFdJC[fGES, ,gain mOmEififi.i:ml whem the lright tYipe Oht:1CnlnOCal ,i3Iutamattiari i!;; <lppli,=d.lEach 1~~le pu~lkatioifi rna'loi.es reGomme-mdoitions. 'oil the area:> to focus ted1f1ology aUltOmatidlfl ot'l, ant! tine baslc ~qi!,JiJern.eot:s .;l :;:enI1U! provider wal WOlt'!t 'tQ co:n~lder whendhoQ5i~ ~eMr:e mOll'lOlg~m.em t.ools.

'Prac;t;jtf(! imp'.em~i'!t~tiD!1

For organizations nl!!N to ITIIL, orthesa wishing. to imprO'!l@ their ilrac~ic!Z Im~t~rir)i and s.erfVireG:i;p.I3Oilily, each p~bliG3~iQ~ outl imcl!5 the best wayt; to irnp1emerJlt~he< InL ServiQe lLi~eM~e.

Chrl/kf!ges.. rls.k$ond uitkQl 5UCC8£S facM,-s lIihesetlire1llwllYs lfJlii'eSer'lt i~) an~l Olf9i111ifiil<flli<m. E:.<lC~1J ~~blica:tIQr) highlight> the commollch<llleilg!;!S; IrJ~ks <I!i'ld slUCCeS5 factoif:5 ~lia,t most o.rg1!nizi!ltiQl1s ~erielfloe anc! lhow to Qwroom.ethenlL

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CJQmpiem1!nmry guii.1aru!:e

inhEme ,arE! marlY ,memal m,@'!ihorn. practices and W<IfIleworl's that align '!.IVli!m to mIL praoi:ic@!>. &lch pLiblicatiOrl provi~:s a !1st o1i' ttl!!!;!!! and ihowtlh@)" integrate into t[)E! mL S~;r\liGe: lLif€cyde_ wlii:efl tliiey are uSoNlJJllaoo ihow"

&amp.lre~ andtempiat@'.s

E<tdh IPliblicMion !pJ'OVide3 wo:~ingt,emp~a~es Md '~rTi;pie-50f oow the- practiCE5 Caifl be <lp\pl~. 1iIiiey are prwided to h('1ip YOli ,C<l!pitllnze 011; the Indus.try e::o:perien(le and expEl'rtise' already ~n lise, ~ch eM lbe ad~:p~ed wW1ilri YQI,l!{ IP1llrticularr o~gjlliz~il;IrHlil COllte::>:l.

1.6.2 ITEL, service lIiIlanagement pradi~e!S; -

complem,entary'guldan,ce

1nhis is <I living library of iPliJbl~io:rls; witih gUiidance ~edlic to ilr:)d~~try ~o~~, orr'g@!1i~iorJj t)'pe~ opeMiing madels <ll'Idoocihnok"911 ;ncltti~&tllrE':S" lEach pub!icatian 5U~pOl'il:s and t!;f'liih,Ul~~ the '9UiidClnce' in ~hli'! lilt core, ~uJJlilci!!'tion5 iiflthi:> cate-gorj \!'IIi II be oolltin'l'lOlilly added ~o rhecomp1ertlffifll<lry l1bra'iY of pt'act1c!e and Vliill OOnilain contrilbl!itiails,fmm~he expert anti l!i$e-,r Ilil'SM community, tn tihis w.ilY', Ii1i1L pifaotices are illlli.5tr.ated in ~eal-I ife ~tu<!lt~Qns and nil ,i'l variety of contexts tihat add value and] Imowt-ed~ to YQlIIr ()'o!.\l':I mL P~<II(;tice"

1.6.3 1nE., WE!b .SUIPPort Si!!rvi'<;(!s

These products, are ,online, lrmi>J<j(t~¥e sewices iliTidudingl ,11 GiOSSrlry of TerlTl~ ,t!!nd Delimitiorn, Ililter~ct;ive' Service Mi'inag.emerut l\!\iode~, online :!i!i:JltJ.sct1ber servioes, case ~tl,J:dies, templates and ~TIL LTve® (W\!'\IW.I~il-li\re~Pr<llft'<llk(lm), <!l1int.;lfialctive e~et1ll:!rlO'Wled~e o:!intFe Where users COIitll ,aJ:;(eSS time with 1fS.M ,expert!l 1l'O, ,diM:ll.l1l:s querotio]'!$ .and issues, aM seek MViGe,.

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2 Core guidance topics

2.1 :SER'IIICE STRAT:EGV

Attliie core Q~ the Semce Ilifecy<:le is Service Str,a;tegy. Service S~rategy provide-:s guidarn:~'Qn how to vtewse!rnre mana.g~meif'jt nat el'i 1.')1 as: an ,cl"~!zMkJnal Ciiipa!bmty Ibuill as IJJ strlJJ1Ieg[c ']s'se1l. G lIid2Jnce ~5 providW on the prindpll~~ u ndiErpi nn illig the practice of :selVi<:e r;nanagamentwh~ch 2Jre u:sefull for d\2veloping :service rn.al1lagem~nrIi: policias, qlu~de[[~nes and! processes across the [rTIL Serv~ce Lirfecycle.

Topics covered iln Service S~rategy include-the dievdbpmellit ofservice markets, charecterlstks of lint~rnall and extoernall provider types, service assets, the set'oJiio:pt:rlroilliu <lm.Ji lmplemenlutlon of :!>lml~gIY lhru!Jgtl lhe

5.e .... icll" Lirecyde, Fi:nanci<ll Managemerlt, IDem and Management. o,rganiMt:iooollDe'l!'elo;pmelflt'<i1nd Str:a~ic Risks, .ar0l among othiZ',F major topics.

Organi£~tion$ sMwld ~eSeM~ Stlr:ategy '9u[g<!!nceW set ,ob~{;tlves Oll'itiexP,EttatIQ!f'!s of per1l'~nmal'ice tow .. rd~

11

5~r\lilf19 OUs,tQlTliffi and market 5pare5, ,arid to id,enti~, 5~Iect:and pi'iQri[~~ OPiparttir'liriE!5.. Seil'Vire Stratew is <lOO~t: e;nsuring tlhat org<lilli:!:atio:ns, are in p©$iti'olfl~o rn'r'ldie tI1.e 005ts aM risks (!i:>$Qciated witll ~heir servi:Ge pOl1ilioi~'(l~, <ln~ ~~e ~t ~p Inot Jll~~t for 'Qper<rl:ioooi efl'eaiV€WIe51l but f~r ,dist:irt<:tlvE! pelifo~mafijce.

~l'ilzatklt1lS, 1)1~,~dy ~Udng IllL USE- SErvice Slroteo:;ry !!"Ogu.!Ik:le- Ol ~u:at.;'\1I( I~eview of their I1lII!."bas~se!i\!i~ I1l!g!"!~gem~nt c~[p~bilm;ies~nd to imprQ~ the glignmerwt b~en ~hQSe capabHlties &lei tli1ei~ b~t;;~!"!~$ .s~r.;r~~i@5~ llnls mIL volumf! enoDOurages readers to S~DP and "lihililk ;Ibo~t wihysornethilng iS~Q ~ oolile b~m:E!thinking of how.

,2",2. SERVICE DESIGN

'If you Ibuli lei it,~hey wi I~ (,orne' is a $a>,rng~roml a famous 1989 Ii-IDUywood 1rTiI0!!.i'~, Fordo of ~rn5. IButif )IlJ1lJI buird ~l arn:J itdoem't: Iprovide vaC~~, they will soon le,rv·e~

I~or savices to IPmi!l[de true' value to the bllJslness" they muM: be' ,d~lgn.ed Vitlth t1he IblJlilgnes:sool'iOICtiv~ In mind. S"'tvic~ Des~91n icS til a sta9l~ ~n the I ifec.ycl~ that turns Sl?lVice Strategy into the bluepr~l1It for delli\jer~ng the busin I?.ss objedIirves.

Service Des~91n PfO'o'~des gu idsnce for the d!es~911l1 and development of servkes a nd service management practkes, It covers design princi ples and methods for converti ng 5~raJteglic objectives iinto portfolios of SErvices <llidl s~rvii(;e a:.sel~, Hie :,(_upe or S-tlrlliC4:1 D'=.~ligli is nul Ililllillited to l1Iew servkes. lit inc! udes the chaJnge~ ,Jndl impFQ\IetTlieliilts ~:>aryto im:wease O~ maintain value to' cusro~rs ova th~ IW~cycl€:of ssn..-ie'.€!5, tille oolfltin:uUty of :£9NPIil9S, adhieNllrmnt of seMcfl ie'oolels, <iit'ld oorhformance to stillfl:daitds amOiIltlgl!ilatiom.It gU1iaE':''s ,orgami~'tiQI1i-5 on

...-1..... \_- )

IOOw to de\\elop (!esign cap<libilitie:s 'for servire manageme;nt

Among the key topics if! Sewvice IDesiglfl are SE!rvioo catalogue, Availability. CSipacity. Gon~imJity and Ser\!'ioe !l.~l!el M.m~~'[lflerlrt

2.3 SERVilCiE TRANSITION

Transition Itran-zish-ulll1ll - MovemE!nt passage, or change from 000 posituon, state, stage, sUbject,. concept r etc, to another; dtanqe: the trensmon from adolescence to adullthood.

Service Tsansition pro v ides qu['dance for the development and improvement of C<lipabilliities. fur trenslticnlnq new and changed! services into lii.'e servlce operation. This plJhl,ic1ii,cm prO\J1r!I'>~ gllfdi'lncfl· on h()'!J'of thp. rp.qlJirE"mp.ng m

Servtce Sl!:rategy encoded lin Service Deslign are eKoolwly rll,liIiio:ld iin Serviu~ OpllrClli:on whii~e c,unlrulilling lh~ rhlt. or [<llllure and disruption.

The publlcatlon combines practioas in ChangE! .. CanrfiiguratiCin,. Asset, Rell8asE! and DepICiyment,. Programme and Hisk Managament and pllace-s them in the praatcall context of service mam<ligernent It provides guidance· on managiing the oornplexity related to chanqes to services ami service rnenaqernent processes; preventinq undesired consequences whil'e allcw~'ing for innovation. Guidamce- is provided on transferrinq the control of services bet .... een nl~tonnE"r:~ flilld .. f>tvfc.p. pm.vld~r:~ ..

Servk.~ Trdmiilion iinlr'{ldul~s lhtl 51::"'rviltll Kn(JWtIIld;,)1::"' M<ln<lgern€!nt System, whijd~ bu i"dls upon the current data and ijnrortlrl<ltion ' .. ..-thir~ Configura1Jlol1l, C~pa'ity, Km:lWn Erro~. DE!f1initivE! MEdia and Assets systems and broadens :the use of service Jllformiltjclfl into ,knowledge .c~abi~lty for deci~I(l!fl ,~nd m"nag-erm:wllt: 'of' 5e\!"'\II(!I!S.

,2.4 SERVICE OPlERAilON

Service' O~ration erml:mdoo:s Ipractlces In lhe m<lnaijiOlment oUhe diil1/"M-<Jay o;pe~<'itlori of seMC'es. ilt: [Fldude~ g~,ioonr.:e- Or! ocl"irle'll'lll'Ig, effl'ectWerli(!o$!i <;Ind eJftcEency in the dell¥ety a~d s.uWot'i! (if ~rvlces to elltSure vallJe for the customer <il"ld the s:ervia! PJovI~r_ Sha1@gic obj@dill2S .m;! 'uttimate~ r@aI~\l!d throuqh S@M,C@ Operatij,on, ther~QI1@ making iit a critiic<lJ1 capabilliity. Guidance is provided] on how to Fn<!Jillltailn 5tabillity in servke operations. alillowing for rh~rlgf':I. in rif.~ijgn,. <,l"flllE", ~rOrE" And "f>l\IiiC~ IIP.'.'pll ... Organlizations are provided with detaliled process

gUidE!lli nE!S, m~~hocfJ5 and tools for use in two 1m) or control persP"!ctii¥es: reo;,ctuve ilnd prooctive. M<lnagers and! practttioners <I re providedl witl~ !m(rwleu'ge <I "lowing th em to make bsttar dlE!Cisioms in <iIFeas such as rna naging the ;waiJabl. ilty of ~ervjces. rontrolJlI.ing d'emand, optum.iz.ing capacity utilizatton, scheoullnq of operations and fixilllg problems, GuidJance is provided on supportimg operattons through new models and architectures such as shared services .. utillity cornputinq, web services a nd mobil~e commerce.

Among t:hl'> trlpfe .. in thf .. hook i'lrP. Fwnt, Il1lrirJH~t, Probl'em, R€quest Appllicaltlon and Tedmical Mal'1I<Igennem: pmlUc~b .. nib book dlistu:~~,~ :~omtl· of lhi:"' n~wer iimJus~ry practices to m<ln<lge v,irtua.11 and SE?tvic€! oriented

arch ltecturas.

2.5 CONTINUAL SERVICE IMPROVEMENT

Cnniim.l;.d ~~pmi(,~· ImprOVflmp.rlt rmvirJI:>.~ imtrLJmpnt~1 guidaf1lce in cFe.ating and maintaining vallue for customers throuqh battar d£>si~n. tra.nsinioll and opE!raHml of S8IviCf!s. It combines princjplcs, practices and methods from quality if"l'a~ag.;f1"~e~t <it''!OIr!!fIle m<Jinageme~'t and ~[i;I'<Ib~lity improvement i[lr'glilnizaHom leilI~," to 1~1i~, jnorem~F'!t~1 ollld 'arge-s~ Ie Tmp,!fOv@mi!lf1ts ilfl~rv~e ql!llanr;. operetlone I efficiency and buslness continuity. Guidarl£e is pro¥td@dfur linking rn:pro\il@ment @!f1i'ohi:s and eutcomes

iNi~h5elfVire strategy. d~sign aOO~raniJ5itiO'n •. A. (Io~d-loop fu.,edbadk :sy.s~~m, bas;.ed Orl tne Pla:n-Do..(h~k-.Act(PIDCA) mod€'9 (se,e·s€<:tiCin 2.6). ls est-<l~li~hed .[im1 ctiplible of 1rereivil19 inp~t~ fOr im;provemMtsFr.om tlny plaifllning· lperr:opect~e.

GUildooc:eorl ServlcEl Mea'l~reme<nt, dem@n$1ir<ltln;g val~e wi~11 m~cs., cI,,!V€!<lopang loos@!RT'I!:!~ <lind lflla1JLlIrlty assessments arc ~mong the key topics,

2.6 LlFECYCLE. QUAUTY CONTROL

Consistent with the structures adopted by h igh-periform i flIg businesses today and! s~andards bodies around the wor~dI, the Hll, Service Lif€qdle approach embraces and enhances the illlt€rpretaJtiiolll of the CheminQl Qual itv Cycle (Figure 2:.1) of Plan-Do-Check-Act. YOtJ will seethis quality (ycl~ used illl th~ 51ltj:c~ij~ of tre practices ilfl ~iKl!l QftM m~ gijides.

Ccieguidaru:e roocs I 13

1liul. mli.frilmewnrk. ifiOOifpolfMe5 the Dermilfl9 Qi.lilIlity C\~le byappiyingit to the .s~r'!.!'i~~ Lif:ecydes,tages .. ihis litelps all~l'I1ihe IptOCtl~ ·ot ITIIl. to Uiil! !lm.mt.ur~ of ~jtemjjl plfadices s~dh as (011311 and tsOt'IIOC 2:0000.

2.1 1li:IL CONFORMANI(1E OR COMPUANCEPRACTICE A!DAIPl'ATION

An import~nt <lJ5pect of IT1IL ls the 'open-source' n;:Ij!:llre of its practices. It i:s ilflltended and 5tron9lly recommended that orqanlzatiorts ildaJpllTllL practices within their own context, and enbench their own best practices wlithiln an (lv~11 S~tvic~ i\o1:.anag&t1Ir2tll1i rnlt1l.&vJor1c

For e~2Jmplle .. witrnilll Service Trans~tion. !TIL prQ\Jid(l~ a 5ellE'Ction of Change .Managem8nt medals for stmllldlard, normal ;;lna emergency Ch;;tnge5. In mi3iny case5" these Irl"tQdel~; 1;IS·de-s@ibed il'l Se;F'I;'ir:e lr:ilin$itlOfl may ~ "II yol,!l :I'l~ <ll'ldthey ~~ the I<Jnge of IfXl$$llble ~hangoeo/P.1~ ~n

PI~1!1 Do (h~k A.:;\

.... • E!ffuctive Qualify

"" Impro¥eITIlffit

Umroll~a~ICiI'I0ftl'lE! ,I@!!I@I r@adhed i..e. IEl,acselirle

..-1..... \_- )

.an lJr£!'i'lniUitiotll,. W.itlhln each mooe1~ .;'jj 5;pedfiL~low ·of pi'C:>CE!55 and procedure is. Pi'O'\lidetL U in YOiJr organl!ation, mOle tte-;p~for <l~ ernergenqr dn<'lnge malre :>eme-to. m>lileit y.DlIr lrequiremmts aoo.oojectiv:e5, tlhen YOUI sli10iJld atlapt lAe:re into the generic l[filii. Ohalflge PUO!OO'!:!i) flow. 1D0I:ng so does not lIli>:l<l!n W~ fi'IO lotiige;rcontrtmm, to m~, As IQliig at> tfie ITl<Iilfl mI.. PIi"{lor.e~5tep5, inputs and Oi.ltptllt5 .are ~I~dludedl andl the ob~octrve~ mER, til at is your b~st prad1fcE::o and is frli far purpose in you r arg,wn iZZlt~mlall context.

ITIIL is a rl<'lm<EMlork ... n oFglillllizatliolli comorms to, mot

com plliE:5 wiith. There is a major diiftference bet. .... een these tlilJO til i IlIg5 and GIlI~ tha~ is often m isun derstood,

Cl)liIfurmi:ly i:lliows n",;.::ibilily lin lh~ <KklplcllilOlI or fJfO;-tliWb with in an organ lzation all con1IE::oxt wh ill~ maimta inilll9 tl~e ov&mll structure of the fromewmt. C.o·mpliQIM:~ is hi9lhlliy SP8:111lC, often audiited to a farm<rl stanGa rei and tlbE::o

org ... n~Zi.'ltion's pr<'lctices must mimfc externally dlefined practkss, There is a llI~ed fur both with in cer1ta~n contexts, but a key to agille service menaqernent practices is knowillig which. in wllat blend and in what context colbfoffi'l<lJnce or (cmpll'ance shoulld ,~ppliy.

M<lny organiz8Jnlons US02 InL as il tlfl€oilll:S to achlfeVJ:l compli<lnc~ witlb OJ fcrm8Jl, OJud~1ied standard such OJS ISO/lEe 2G"JOO:200S,. The design oHTIL is partlicularly usefull for th i~ pu rposs sinm ths frame\',,'Qrk leS arch ~tec.ted to ansu re that a 111 or'9i.'1n~zati:on's service capabll if as a FE! dl8..S~gm8d andl opsratsd using tha prsctloss mat am9lm to thass standards.

Th~s standard set outs the kl?}' arsas of mmpiliallice and requ i res that CJrgan~z.ations calli demon strate that they use the mansqement systems and practices ~n these areas ~n order "to be ocrnplia nt too the stendard &.pert~ ag ree that .;;;dopting JilL PfWUOl'S C flCmewQ~k ~,~t suited to adhirnllg ,ISOAK 20000cen:ific.at~lI'I, Il..ffi:elin this !:Jook a list 'Of oeramon <!;o;:tJm:'ial ~ram~~ks, method and .S:t<l'ildafd~ are IProviided tli1ii'lt hOlVe ill solid aligliim"HfJil t(j. ~heo

praati!ce$ of ml.an.dfU well tnto· i3Jny o'rgani2Miaril'~, s.ervice practices,

2.8 GE II illNG S1ARTED ~ SERVICE UfEtlCLE IPRUiKIPIbES

r:n~hefollowiJng onOlip,tE!I'S you \!!I'iUleam a oo!,!~ ~he ikey coocspts witllin 11l1e lflt, Sf;lVicof1 I..Jlfec:ycle. You bi?gin by workilllg y<Jur w.:ly From the core of the I irecycle j Sef<ltce :Strategy', then around the revoll'ling lir~le practices of Service Design, TlClnsil~ion and Operation, fillli51ling with (oonHm~all 5er\lli~ lmprovement, Al'i:emard, yQ~ should hi'll!/~ .'l c[!f>.,1r LJnrl~r:~,;) tlIrHng of th~ n.,1<;.ic c(m.c.~rt<;. ()f th., mL Service Uecycle and how the core practice publlicanioms am be useful tc you. This viJlillll Ilt&lp readers 110 further e·:>:;:lmim8 p2Jrticu lar areas withi n any of ~he core

gUi dance books that effer deta illed practfce inron1ll3tiolll ~n areas that support your day-to-day servlce management rolle,

The foillowilng table gillft:S a g~nerall "iew of 5Qm~ of the morP. commr: n mll>·.~ in Clr.gi'l nil7i'l"~()n<;. and th., IrTII :~~rvir~ rnanaqement practice core gl.i.de~ thst Illo~t the ddY-to-clay practtcos, pm:::~5~s and i3d:ivinies mast ffilatoo to thoS8 miles.

...-1... \_- )

Ccieguidaru:e roocs I 15

IRole

Co:re gufde

lrxident MamgerfTecmfcal ~rt mFf

Ser.1ce Trsnsjtion am 5erviC\~~ration

OperOiti0r6 Management

Solution DE'/;eloprFI2nt

All COrie publ ications

~Wl iC3ti01/lnFra5t1"'UcMe Al"chtect

All core pltdicatfons

oo.rr DilE?Ctor

IT SaviO? M.a"I<q:'r

M COre p1J)liG<lllons All core plJbtlc.mlofi$

PortfOliD M<I'lllg5

All core pLiJlicattons

NCI11E: It. i~, ~tlE~ iimpC1!'l.1:n~ to rnillE'rM!e 'tMt mJICI 000 ~ ooro:: @.~st~ in ~~oIIMia<m.. jUst:a~ no {IlliG "",It of SGrvice millfl<ii;p,il'fMM fN<!ctiO!i OO~S, Oi'ganli!a~loiitl, in~~ in ~~ptir..g mL er 'further maturing their ruFllEiiTlt mL pFi!dJitf!- must c'Di1Isidei th.e Ilire~cll! il'fj i~s ~Jfji~ aool1lhe, lDenefit all'nv@ ·oftl1iQ {Ol'@ boo'k!, prG\l',d~. J~t <IS, mls Introduotlol1l book l~ not ~5lLlbstl~@~Of th~ (jor~ Ilibrary, OFl!!! (O~@ 'gIlIldG alQfl~ ~ 1'10{ ,ruffil;;,i@flt to, ~dopt' <1lnd: ~~ thil' pr.lJcti05: 00 ll1i€irr fUll potmf~1.

19

3 The L, S,ervice Managleme'nt Lifecycle

core 0" practice

Tih~ SelVice LifEcyde "Ofltillij!"i~ five elem~ assh;()Wf1 ~Il Fig~r,~ .1U, ·@_adh o:fw,hidh re~ .01"1 :servio;;! Ipril'ldp~, processes, roles ana performence measures. The Service LJif~cycile uses a hub and spoke design, wi,trn Service Strflt8Q1'/ <It the hub, S~tvi(e Design, Tmlbsitibn and Operatiorn a~ the revolviln9l11Iifecy..;;l~ :!;i:ages,. and anchored by Cont~nuall Serulce ItlnpraVEoment. Each pari: of the llif~cycl~ f>~I'1~ iniflu f>nn'· 1)1'1 thf' nth~r ~11~c:I rE"I ip.~ on thf> other for i nputs a ndl ifeedlback In this way, a constant :set of checks all ell balanoas th rouqnout thie Sf1rVlcG1 UiFocycle

ensures 1hat as lbusiness d@im~l1d 'hta!f!.g~~ with ibus.ineS'S· neE!d, tih~ :>~rvi(jE!5 carli adapt and re:5poncl e1f!1(:tively~o them,

At th~ heart of the SetviiCe Uf8C'fCl\e i,5 the kW principle- - 01111 services must provide measuraole v<lJILle to business obje(tl1ves and OUtC0tiHEoS_ ITll S~t\'Il(e .Man<lgem~nt tncusos on hLl"irlf'~!': 1l'~II'.1f> ~,~ it:~ prl m~ I)bj f'rtiw. F.'lrh pr8ct~r.~ revol~leS: around 8n5ur~nlg that ev.eryth ~nlg a s~rvi CI~ pro'Jfder Q'oe~ to ma na,ge rT s8rvi(E~ far the busl IlI?S~

...-1... \_- )

o1l3t;ume;rC8!n lbe nlle<!i5'U(f,&(j ,~nd tji.rlfilifltjrwd in tei1rnl~ ,of bUSirullSIl V<!I>LU~-. lillis, ~li!:'l becOtfue ,ex~lemely ilmport~lt ~oo~y ~s Il mg@nizaUolf!$ I!T!UlS<l ,oper~~h!1lfim.el~ as bl!.!$ro~~e-s· ill order lQ dernomtr.:'!~~ ",d~~ i'etMmon invE!:S'!Imen, and .eCjtl'aite 5elf!.!'ice lPerlionma'l1ce 1I!Iith business valu)E! to the customer,

3.11 FUNicrmoNs AND' IPROCE:S~E:S ACIiUJSS it\! E :I!.I trEC'fClli.E

3.11.1 Fundiion5

FMctioliiiSi3re lJ~i"5of organiIatioi'l$ 5 peei<iliL,Bt!to lperroliiTil oortaifl type:> uf wurk ~mu INil!iPO~lsib~e lfor ~pli1drlC olltQO~. flley are seff-ooliltllilneci witli'l cap!Oibilitre and fe~Ol.l!rr:e~ ~es~ry~o their pe:rf(l1rm@I\'Oe .wI-d o!,Jrtcome~~ C<lP,<Ibi1itles ]I\dl.ll~' wor!;; me1;)hod~ ~n~:e~if!OII to,~he f!JInct[Orls" FliiIndimlS Ih;w~ th~rr OJ.\!,11I oody of IfJnQw!~ge, whidh q,cl,lrn;i,lb~l!~ t'r·om ex~rie!"lce. ThkY IPl'I#vk!e ~trluctil,l!l@ .;i!ilJd Sot"i'lollityW o~~niz~lQ!l~

~un~iom, typically ,d~lit'1e Joles <lmd t~le asrocia:t:1i1d authority amf 1I~:>pon1libilityfo[ a spe<ific IP~tfoifl'll.m~e artd OU~il)ome1!, (OCllrd~n~tior! beto~en fl!!lr!ctions~hJTOl,liQh:iiIn~,ed IProQ@S~S t ol oomrn:o!"I IP~m in Qrgi;inlzatiool d~lgl~. fil.motio~it@nd to op'timi~e~he~ work rMtIi:U:XJ5 !oC.3i11y tafocason assigned outrorres .. P:otJO[ rnOminatiofill be.rl/!leen flmctiolfllS oombuned wi~h afill IlW!Iard hue;; I~d;; to functional silos that hinder i.'llignilTl~ifI,t: aM feedbook critical to tihe' sllOO~ of'Ule o:rg,<lIi1il'atiolfl! ,M a wihDle. Proce:lS mOO~$ li:ie~p ,a\,!{)id tllri$ pro:blem wa!h fl.lln~ti\:m~1 hler-Olrmles: by IrtlipriO\lln,g ~r05~ fiuFl!j;~na' Cc)e!!~ln<lllQcn <I!~d control. V!le1!-defiMd p[QCE'Sse-$ c;}nimprove p.rocliiJc.tMty wi:thiffiiand aaQ~ rulldiolls"

3.1.1 PIi'O~e5Si'S

pfi)OO5a~ ,are e~mples of do~ed-loop S-YStetfril5 beG<lll~ tliwy p!i'Ovlr;;ie Qh~!f'I';}e and 'tr.iflsfoffll!atioo tQ-wa~ds Olgoa~ .md 'l!I:>eteedbtlcl\; tor self"relnb:fll:lng and SEM-oo~liectlve OCltkllil (FiQ!i,I~e 3.2). ilt: is i!'l1!port-~'!lt 'WOOn$id~f the~ntjre prot::.~~. or Ihow 'ooe process ·ms· itl~o' anotlwr'-

De5rre¢l Ir--------____, outtome,

II

_..k_ \_- )

PrOOE:SS l':iefinitioiflS describe actiorn. dE'p.afl;d~Ee~ ami $~u)ffice. IP:t~~ses.lhave~n~ ro~!oVJing~ dharroc~E!ri$t:i¢5:

• 'I1ley'1lrIE: measUr<!iliJle .and<lii'e perfonam;te drri\le1n.

Ma!I':!<'Igers. Wal1it ·to. rrea~l!Ir·e Cllst, quality and otn.er ~ri:ilib.iEii~ w~He ~~i'l,;titi'©ners ![ir~ ~i)J'I~M~ Wut1h durath;;m<!!rld pmductMty.

III nw.zy. hwe spec;;ific l~S'I,l.Its. The f~Qn .\'1. 'P[Qce~existji. isto deliver a :specific rssuh, lihi~ ~5~ It must [be individuailly ideirrtifiaole and rnLlnjgble~

• llhey de-liver to Clt.oorneF:5. rvery proces.:o (ieli\ler!i lts pr!I"!1I<!f)' lre-$l~~ to ~wt!imQrr!e.r (l~ st~~hokl~', ""Iiilwy !fl!<I}' be irliternal or ,ex.~\:1ma I to tihe o~<!:nizatlon ~lIt th;e proce-$$ mL!llst me~ t!1@ir ~~aUom~

• lltley respond to· <II specific a'!f@llt. lNhile a process may be Oingoilillg or i~@rative, it .shouk! Ire~racei3lble!w a spec:il'ic triOO~t.

. 3.1.3 S;pedalmz;u~i:orll ilrld ~Qolfdina,tiDn across

the Ufecyde

5pedaliZa/ti0t:1 anei'ooominMr,oWIJ are f1f1C'~Si'l1Y nn the lirlilccycle ap,protild~l. ~Jl)ack aM coo~ml between~~le flnllctions and prooesse5 witnin and acro.ss Ute ·elemelfl!t; of lli~ lirecy.cre rnalk:e thi$ IPO:§silble. iline (ioFllinallit pattern in tihe liffic:yde i51lhe seqruential p:rogress startln;g '!fro,m ~Nic~ Strategy {55) l1hrcmgh S~t'iI~(~ Df!1I~'/ety (SD) - SeNice TramWon {ST) - SeNice Operation (SO) and back tc ss throuph Cam in ual S~rv~(E! lrnprovarnsnt (CSI).. That, hCli.i\iever, is not the onlly pattem of action .. E~o-ery element of th€·llif~cle pro'l~des points for feedback and controll ..

The lT1L SelVice iVlartagefr,;n( Ufecyde - core of practice I 21

TIie.;)Q:mbir'la'tiOrlof mU!lt~ple !perspectives allOo\!'lf:) 9rr·e<it~f lle:xibi1irll' andrnn~rol aeress ffi\!ironmerut:s Oifidsituation'i. Hie Ilf€~y'de .~p~·t)adh mimics thE! reality of most (lrgal'liiza,tioin:; wlhere erfE.ctive ifrIIanage~nt [requires the ase of m:ll!ltiple oo!'!Jtmllp.;;:r:>peCtN.;:o:. Those re:>,f)o:tHiibr.e fQ~ the de$!9tf!, dew.ioplffllelf'!t <l!1Q ~mprovemlfli1t ~f IpmOO'~~s for s:ervl(le m<linagememit:c<I1nadQpt a proce_s~ba.5ed ~.(imro! p~F1lpecti~,. IFor ~ho.s@' Ir~PQn$llbh'i! for m\ul~Qllng· ~'fI!1eeme'Ms, ~~nt~~O!~ and seWice$ m .. y boe beuer ~r"!Ied by. alik!~cI@"[bas@d cCOfitrolP@lrspec.tiw wi~h diistinct phases, l!loth the~ wntml !pE!r5fle'tive~ ooruM~rorll! sys,tErrus~hinkilng, lEarn C!OfltJrd pE!rs:peaive cain reve..a~ pettsms thet may not beappar,erlt fmm the other,

3,.111.4 Feedback tlhroug'houttheSel'Vlite

Life.cyd"e

Tih@ 5!tl'Bngtih of th@ mL Service ILifec.yd@ rests 'Upon oofitinU'al~back '~hrou9°O!liit~dn stage DUne m:e(yd~ . Tnis ·teedback efiSures tlhat :S8Ni~E oOp[imila/[iOiriiis

managed 'lroml a business IfJel'.5iPeoctiv,-e ama it 1"l1e'<l5UrW in ~eiTrlls Q~tihe \oIalUi6 busine55 deri:W:-5.fr,om :seIVite-s <'it <lny poi~t ~f'I t'ilfflletl1:roU!:&1h 1i~e$eM~e I.I!'-eqt(!e. The Infll.

Sel"ilBcle LI~le hs W1on"llnear 10 deslgn .. At every ~Irl,t In t!ft@· ~Ice I!.li@cyde, mOllrMlng, ~%@:s~l'fl~t1It ~r)d f@l?dbadJ;, Ii~ Ibet\!'Ireerl ,e~,rJh $~:<I9ec ohhe li{eq"de wnf.ch drlVe decisions about the need for minor course corrections or major :servcce lmprovernent il1litiat~ve5 .. The fdlllowfin91 figure illllu5l:raJt~5 some exa m plle.s ofthe continual feedback system buiil,t into the ITlIL Service Ufec~de.

22 I The iT1L SerAce Men'%lement Llfecyde - core of :practice

,

~~~~ii:i, i?,oli~" 'St;mdarcil~

I

.'

fWjOi!'lll<

~ lea",1l!£d (ilr lmp.l'1e.nt

LL::i~n~ LCilrn~ lor Ilmpti!Wl!IiI1~nl

SeriuDe!iign

_OLltput" i>,I~n:> '(.0 . .;reote ~ndl modify ~Qq.I~~<l""~ 1m<llllllg:;:!ml!1ilt prm~

• •

Feedbilrk

le:5.s.:!m I.e.arneJ ror Im"""",.,.,...~n'·

......... !i''''', .....

IFOO!IlbiI!Jk ~~ I.@ar,ne-d ~Dr IIliIPf,D'IaTlBnt

·52n.OCe Tr.arlsitioo

U a n~lhe transltloa ofa ~~.. n"~Qr "h~ged ~i'!1* ~rtd@t .~~ lliii1t'1lii,jl?tiiL'I\t ~s int{l'IProd.~ion

• • iF(1(-<:Ib<!o:I<'

lLe·sSOO!. I:J3:<med fOf' !~r~ent

IDIIy-to.;day Qpera~oos of ~ewlQel, ~ .ie!f\i',~ Jii~"~l*rnt;:fiit f~~'$

25

4S,ervic,e Stralt'egy - 'governan,ce and dlecis'io'n-m,aking

b=P.oeq;=-=· tJ= ... iI'e=' =1TIiWl=~=,t;!;=. ="1=11 ~I :===========Th="~=' b=,.US=·=Jl1=e=SW=c=U=&=1:Orn=. =' e=r5=. ==========J='.,!!"

'-- __ :9_~j';3_.tegI_·-_ie_- 5 __ J__,.I.,. ............ "' .... · "' .... i'i .... Oi .... es ............ ~

..

As ~he Cd~e o~ ~he ifill Seruce ~i~cycle. S~tv~e StF<l~Y s;e,t5 tl\ie sta;ge' fo:rdewl.o;ping aservire provider's co Fe' ~-apa~!!it!e$, This, dwpter' ~!i di~Q~:>:l!, ~ ~e~~iIon (If the ~ey' mn~pt:s,~om~he SeliVice StI'<l!teg,y beokto h~p aid~he lUnd~.~t01!lndi!1Q of 1jh@ ~ol~ QffS~tvic,e S1)F3tegy ir!I!'~ illillL SeJv!ce Ufecyc!e.

tmagilleyoU1 h~'\IIe bl!!efl giYelrl I'eSpon~'ibiirty fur~n 'If onJanTzation. Tlhi~o:~llliz.;iltioo oolUl!d b~Ii~1 or 'external, mmmerci.il~ or rIIot·,fbr-profit. How would yau .go about d@cid'ing' 0111 11 s!u"tl;!g~ ttl SElrv@ m~tomlClrs7 \IVh"t if you ~'I'l-a vcilriety of 'Cti610frl1@i!S, a~1 witlh sp.E!cifEC Il~!i ,anti d~m'aitd57 How do y·au d~fiM )IO'L~I' s8rYice ~i!atf!g¥ ro meet: ,ali of them?

~1'\I'!(je $tirate-gy provirjesg'~~<JinOil'1tO ~eiD ~n5IN(t!" r~ li::ey q~e:5Uon" it ls romp.rhed (;if~he following key r:Qncepl;$~

.. Value cl'e'Ol,[oon • SeI'Vr,ce assets

ill Servi'ce 1P',fQ\Iider t;y~

• SBr'iJI:G~ Glpalbili~~ and r@s(nJl~GE!&

• 5~i"!/~e Sf!rl.ILltUr~,

~Irc€!~ndl Comtl'1liints.

• DJiefiFling the :>eirviille market

• iL'I'e\I~!QJ:;IIr!Jg ~Ioo ,offe~ln-g~

• IFilliilmia! ManagernE!llit:

• SeNiGe P'Oiril:ful las

• [)eman,d M.lt:'!<Ig.ell11el"lt

• SelViL'~ ,El5&~Sment

• lR.e~urn on ifl!.!e5tmelflt

4.1 STFIAEGiIC ASSESSMElrIIT

rn ,wrftir19 ,a &er'!iioo :;~rortegy, a provider ;SruoiU lei fk5t t)1k_e ill rnrre'fl!li k)ok <lit what It does allielilciJ. It is IlkElty- ~here a.!ileacly exi~ilS a Gore O'~ dllf€lFel'ilti<itloJl. Ali'ie;s,rubli~hoo ~r\I'loo ~~1)I;!'Id~r 'Ileql.l~~IJ' lacks ~n U!l'IderM!'!ndlnQ .Qfi~~ OWrll.lt'l~que diffe!ieirni .. tOf~ The followirng q!,ilesticm:> car!! ~el~ e.:<;potSe ~ se~~e r,rnvid(lr's, di~elr!ctlw: ~~p<tb~i!~B~;\1:

!4tfiicl1:ofour seMct?sor' seI1ifCe'Vd:f.reries are '!fie most distinctive?

Are ~~Er:e set'l,'!yes, thet t~F,!: ~llsines$ or w~tQil"ter CliIii'llWt e~sily .SUb:strt!Jit~!' iflh~ difu!~(lin~~~tiol"l ~I"I comeilill t~e 1TorTli'l of b.l~ie~, to @11~ry" ~liIdh as lh~ '~lrliz~ti:'Orf$ kJ'Q1;l,!'-fl:OW

r: 1-..., \_- )

M 'the Qij:>tDmer~, Oij5inE'51l Oli' the IJ<roaalli~,of ~et\li!le ofl'eri:ngp. Grit !I1l'<iy be in tlhe 'rormof r'<lisE!Q slNitrihilfl,g, oost$" {jJue m lower ~o~t :l.trtl:c~m,es'QHI'i.elr-atedi throu:gh spoeciali~atjol1i or reF\!'ioe sO!1rtirng'. It Imay be a lpa~tiwlar OIltlribute !ftQt read!IyFwnd el$E'Whiere, sl.lI(ih as P~Odl.!lC1; "'rlow1eclge, ~1.!,1,,1)ory~m:pii<1~Qe, ~r(lVI:>!(ln~~g ~peoo~ tElc:h't'lk~1 t:ap.ablllt~s or gl!obal slJl~o:ril ~1~lIct!Ires,

lNhlch of Dur services Dr service varieties are the most profitable?

The form of \Jallu~' milly be monetary, as ~n h~gher profits or lower expenses, or social, as il1l sav~ng I~V'25 or colll€d~n'9 tascs, For non-profit orgafllizatiofll5, arc there scrvices that o,llow the organiz<ltiiOl1I to perform lit5 rnission ~Uer? Substitute 'profiit' wii~h 'benefits re311~ed·.

W7iim of OUt wsromers and ",taJ.iehoJde'l'sa'lE' the most satisfIed?

I1V1iidl cl1stomers, channels or purrtJ£iI'se' OC,CQ'S/OrlS' Qre th€ m~"5:rprofit(l'b/~,?

Aglin, tlt~ ronm,of ",alOE!: can be rm;O~H~tary, '50dalor olller.

Which of out:' acrivities in our 'lid lUI!!: chain or varoe.' n~tL'IInfk are the most different clna effeaive.!

The answers to these questions willllll~kely reveal patterns th<lli: lend i Ib~igh~ to tutu re :511rate-giic decisions, These d)e(:r'5~(m s, and relllJJ1Iedl objec.tllves, form tha basis of a strategl'C assessment.

S8rv[C8 Providl~rs can be p.-&sent ~n mora than one market space. As pc r1i: of strategic pllal1ln~llg. Service Providers shoul d an~lysor: their presence across various market Sp.aC@~L S1Jr~[c IF@\I'i@w~ include- tinE! .alll'a~isof ~tf@n'9~hs" we;:l'k~ses;"op~Ori)unities ,1lnd~hr'ea~~ in eQ~~ r!¥ITkeit spare. Service iPr'oviders, alse analy5E! their buslness

IFaeto:r

D~LriptJQn

Thi! OiITriblJIH of me OigoniZtlTiOIi. For example, rescur,:::~s[(Jd apdEi.Ii(ie:" ~e:\;iC"" q~~i{}', OPel'ati1g leverage, e:-pelle'lCe, skd~5,. cost 5tructur~s, (~tO'l)O'r sl':'Nice, g[0ool r'!?<lC;, prodJCt k~edge, customer r€~llMnsh'P.f, {If}j WDn,

Distinctrfe ccrrpetences

AI. discussed th'o~m!Jlthe chapter, "v\.tJat makesthe S€rAce provider special iID it; b~i~~ Cf c.rstornas"

Tbe ~r:;pC'[t~, ~itirn, ~1,;]15, and patterns j"ff,dvcd frol"'l .;J t:u~inC'.~~, .~jtratogy, For exanple, a Tw::e I srd II may be directed, as part of a new' business model, to e;qxlse ~elVi(:e,5 to eiterMI psrtners Cf (;I,ler the mternet.

Tr..5 is 8~5r) ..... Mer<:' the dis{l.ftS5iCf!(,'In CI,iS/wmer ourcomes wgin5¥!d is (lnioo fo!Warr:1 Into ObjectIves settirPg,

BUlSirc~s strategy

Criticall success factors

How willi the Service F'rThfcb k1C1\!\' 'o'kien it is succe5sM? Wren rmstthose factors be a(hieved~

'1hrcat~,and og::orturiitic-s

Includes corrpctitrfC Ihinking, Far (')2J11JI.c, 'ts the ser .... ice pet.oOCt:r vu rcrablc to 9.ibstitut~on"?'

Or, 'is tbere a means to cutperfcrrn o:::rnpeHngaltemaHves,?'

\_- )

poterrt1allbased on ~n--ser\'ed, or lu,.derserved m"tk.et spa,.ce!i.Thi:>i5 an irn~rt<llilt <l:spe:ttof lea1er!ihiip ,anid directl@ri p:rOllick!d Iby tll~' senim m.mag,e;mel1i~ of Se~ke ~rol,Ji<iem;" ili:Je long"lSerm vitality o1tne :SeM~e fi'~ool,de:r ~'~~Ofl s~pll'ortln.g a!st'Ofli1e~ n~~s. as thecy dl~llgeO.F grow ~ wen e1O:ploiUflg new (l~fXl~nitle~ dun ernej\Qe. Thi~ '!J,!OIly~is identifies QPpo.rtlllirlitiE's wl~ho WFlrent ,and pros peC.tIN~ customers. It 211150 prlorltleas ~nV&~lIt1Il&nili~ ~n ~rvi(& <lS5@i:S bassd an ~h€!~r potsntial ~o S@tli€! markst 5jM(C5 of imerest. For cxampllc, if a Scrvice Prov~dcr has strong cepa b~1 ires an d resources ~n S'2rvi(e recovery, ~t explores all those market spaces where such assets can dleliivEr 1{,3j11~e for customers.

4.2 DEVIELOPIN GI S1RATEGIIC CAPA.BlllJlTlE:S

To operate and grc:w sU(ce:>sfulil'y il1l the ocmg term, service rrO\'lid~ mu:~t I~AIVP. till" Ahill~ty to think :::mrJI ;:;;.(f in ;'l s.tl7ltegic mflnllH. The purp-ose of Set'JII(€ StrOiteg'J IS to hellp mga ni!2aililQn~ d£>Vel~op such ab~llit~1?5_ The a,ch~evem8nt of M:rfiJlIeg[t: gOil~S or obj E?rtive.s reOJu~re.s the usa of s'Ii:ri:lteg['C asssts. The gu ida ncs sh ows how to transform service managetl'r2n11 into a strategic illS~t_ RBadlers benefit trom ~e~n91 too r&1.a1i:ion5h~p5 ootw8efll various serv['Ce~, systems or processes they m.3rl13ge and the business models strra~'eg~e$or (lbjeet!~ ~hey support. The gUlfd~nce amw~rs questions m linE! fulloWl!flIg kind.:

• Whartt .5le;IV~e:s should we' offeri31nd 10 ..... !Morn?

• !HOW' do we diHe~tiate olur:seWtesllglTll competing

altemati:ve5?

• ~io'!N do we: trl,JltyO'ea~e VOlJ[ye for Ql,Jlr c~~t;lme!fS?

• iHbw can W@ ma~lI ca~ for slDrateg[c ilW€!s,tm@nts? ~ !HO\"J' sno~ld we define sePo'ke quality?

• IFIow do 'I'll!!. @ffici@ntly aLlocate ~e5Q'U~(!E'5<11l:ross a lPortfol~of s~rvi()~?

• Il-10 ..... do we r'8solvE! oolliflit:tirrlig demands 'mr ~i3ired rresoi.m:e;~

A liTIiJ~ti~i5dplinary <lpprn:(loh is I~q~ired to alfll5Wer5IJCi'I q~'ll:itiQn5i,. ieclilnical knowledge of If is ne,Ce<!lfiary In~t not: sufficient, Tille guild1loce I~ IPollin<liled wfln mow ledge 1fi'om the dlsclplili'lE'S su~n as o~era(l()ns managemelJ"ilt. ma~kli!tII1Q', fimloce, infoHf~~kln ~~wms;,Oi"Q~'W!iza~kwll"l develop.me,nt~~tem~ dyn<l!®i~~ ~nd rndus~rloill

engineerl ng, Tihe resUJlll is :o'! bodyo( I:inQ'Wledge rdbUiSt enough ~o be E?ffec.tive across ,a widl~ r8Jl~g,f' of busmass (In\j~ronm:mts, s.omE? or9fiJn~£mions <lrlf? putting ~n plaoa 1i:I~e faun danonel clements of ~rvicc rnanaqcmcnt; Others arc Furth er up the adoption CUI"'\Ie, ready to tackJle challenges and Qf:lJorhlnil1jie~ witl1 high~f levels of cQmpllexllty and

!J ncertainty,

4.3 SlERVIlCE PROVIIDER TYPE:S - MATCHINGI N.EE.D TO CAPAB.llIITY

The a~m of service mal1lagemcf1l1i: is to make ava~labllc cajJ<lbillilti~~ and resources useful to the customer in the hiiglhll~ usa ble form of services a~ acceptable Ile\'ell~ of

qu al~I!}", cost and risks. Service Providers hel p relax the constraints on customers of ownership ,Jndl control of 5peClifilc re5~1["(;!O'.5,. In OJddiltJiofll to th e velue from utilllizil1lg such resources now offered as servloss. customers. are frf:o€od to focus. on Whifll the'! consider to b~ ~heilr core competeMIil', The lrelatiol1!~h~p, ~~,n c~stomers and SeMce IProyidem: vanes by~pedalization inowmaslhip ,and ()Ql"ltLrol ,of reool[!l~e~ O!nd the ooO'tdll1O!J~ion Qf·~p~.t'!de-n<;:I~~ !bet\!l.ieeli'l dlflTer~nt pools of ~esourGes.

Se!i'ifi~e S~r;;ltegy defines three- ibrood WIPes Q:f SeMce ProvitJer's: 'Witih whom OJ cu.tomer is likely lO' 'e-n~ge in. acces~'i!lg' ~rVices.

• Ty~ 1- Inrernal SeWll'ice IProvicEe;r

1}ope: I PfovOClel'S aretypi~ill~y bllsilfl.e£'s 'flmctioo:> em1be.dded wi'tlflin 'the b1l5im::5s 1~~it5,they 5e~,The l}usili'less IJnm:themse~e~ ffi<il}!' 100 part of a rl1nger enterprise er parelilt:or:gali'lJzat1o1ii. B~sine~ f~l'iictlol'ii!l suchoa.s fili'!<l!i!.<'~, ~dmroi'lltr"fi(ln, togTstlcs,. hl,Jlmaltl

...-1.., \_- )

!FeOOii..rrre-5 and lIT provide :>eNioos rreQ~ireti Iby wrio~5 !parts oflhe l:llfGSilfle~, '~ arefunaed OyQl!,,\i?fheads, and ,t!'ffi !reqld~ to ol!)erate :l<triictly witWiin the m't!mdates ([it '~he 1t:)l.L~ilfles'5. Ty~pe I prol!li<ier:s IliJavethe Ib,;!fIeft~ (lh~hll ool.l!pllnQ wlth~hei~ QW,n~r"(jI.t~1'Q:m;ei"S, (l¥Qidi!"!JQ' ~e~~n~l;I.St~ <lrld !f~~G ~oor;;iOlt~ \!'IN1jh coodlllctiFig b~slness VI/l~h ooeTll<lI parties,

• Trype II - SIM,~red 5e~rvke Plrovider

Busill:e:5srunctlQmi s~dh esflnanor, IT; human I'€:SOIlJKe~ and logistics aif~ not alw.ory:; ,atlh~ cOre QF an o'rgannzffiian's ~o:mpeti~iV€! ad...an.ta,.ge. Hence, they r~d not b;e ~l'Ia iliil'<lined <!it tlie, co.r\po:raite ~ijiel w~'1e~,e tll.ey d~mailld~he aUel1tiQrlof the chief executive's ~eO!im, h'1~~e.<!irj,,~he5e!Ni~~ at s!,.IlCh ~hO!!red fl!l~Uons Olu,e oolWolidatoo Into ,an aUWMtrLOUJS spedal'uUllt oeailled a S:hared '.5@rvlc~s unit {,S9J),lihis model :alrow!i8: mo~ devolved govem~ng structure under which an SSU am focus 00 :servlin91 business units as dli red customers, SSUs calli create, grow and sustain an iinternal market for their :~et\'ilce5 fJJt'IId model thems~l,ve5 fJJlong the Ililne~ of :5ero .. ice providers inthe Opel1l market Like oorpQra~ business functions. they can IIevelOl9le opportun iltJies ;ll;an~~ fhp. I"I~fl"rpri:~p. flnrl :~rrp'<lrJ rhpilr (:o~l~ and ri:;.k~ scrcss a ..... ider base,

II 1iYtpe III - blerlFli3!i Service P1FOvider

TrYII)!;l III pr'O'iJi'dE1!!i:S C<!!f! ,offer oom~~itive ~rl~ ~n.ddriveo dIO'WIlJ llJ.nitoo.sls by wri:5QlidaHngl d~maru:i. (.llliUin blW~~neSl5 s,tr~tegi@s, g;~ l!lIm adeqli,!l~l)I ~I¥OO by inmrmil Sel"!.li!:e Providi~,rs sllJch a'S TypE! I and TypE! :11, (IlJ5tQme~, may pm5~e wl.m:ing 5~rategies r@qllJlirmg :>er\!'ioG~5Ii';omextem.1'l1 providoer5" Tlhe: liTloliWl.tion Ifli~ bE! ac.c:es5 ~o I\)rlowleC9@,~~p.eJir:!.;nce-r $cJliE!, scope, c<lpabllltt~ and r~"lIr(Je.;, that <l1lE ,elthe\r ~e;:yofid lihe, IT,e,adn onhe ,orgalfliUltiolfl oJoult:l:1de '!he tc,qpe of (l c;uefl,lll~~0f!$lderedlnl!,'e5tl'!1en~ poIiltfQ![o.,. Bucsi!f!es:s .(iti:;l't~gies ~en r~ql~i~, Jeal)iCtklli1s Ilfl th;e ~~t ~~OO, 'iI'ixed eosts. loperatkmal1risi.ks O.F the red~p!oymmt of 1i'if!>lf!c.i~1 assets, Coonp@l[tive bl,ls:i~~ @1ilI\I~ro!ftm!ill"lltlj

('ifiten roequiire: (j~5to~rs .11:0 Ii~\!\efl~ble orne:! leOl'i'l struct.ur'ES". lin sud\rcases it is; !Jetter to [buy :SelMC€5 lfti1ihe~ thiln O\!\1TI and ojJeltatethe, ,~IilS\l1i;tS It'locessary to. e(l(eoo~e certa in Imsnne5ii fu nctiorus and prncesse:>, IF or :SI!J!l:IMr.;J,JI5,~o.mer.~ Type- III ~ lhe Ibe:>t:cooire for ag'l\lef) set !J)f se~~-es,

lf~. it .ts; OO!'li1lTlOll .tQ :~ iill! ll'lJiI'l!il ~ O)Il~blnl!f!g alp;;lbi~ine:s.1lQ mall!~e~Ii\I~~r a O!.IiSWm-sr" liihe ~owe~ .r:J this .. pprQach lies ln H!I@otingtit1@ right blsnd .. I'd balance.

ThE! Sell'!.lice Sua~E!9Y pllJbltcatian IProvk!es dffiai led gllJlidanc@ Orl pmvid~r type.5, snd hoOW to decid.e Olll the 'l'iglrt [b~e-nd"

4.4 SERVI:CES .AS ASSETS - VAUJE (5RE:A"fION

A good! business model describes the I1IlI??Ins of fu 1fii11~n91 an organiizatioo's objectives, However, without a s~ra~g~'1lh3t illl some way makes a Service Provider uniquely valuable to tile customer, there lis Ililttle to fJfevE'n~ alterl1l<ltJi!ffl:;' from dlis.plaGing the organliz.ation,. degrading its. mission or etl11iering ~ts market space. A service stmtego/ therefore defines 8J !.mi.que approach for o~liivering bomer vtilue. The nero fer hlWfn91 a sr;?tvice m3t~gy is not Illm~1Iedl to ~ilc.e IVrovici'ers wfoo aile Cllilllrnrerciai enterprises. ii1l1tei'fl(lj Service ifirovlt;der~ neEd j~.~S1: <l'B ItfI;!J~!,!~I) h<lVe ~ d~M pe:r~pecti'\ie, ~sitlanin,g and [p!.aru.5 to ellillure 'they remait'l lreM:nt to the oosine5s ~1rriiteg~e-s of~~u~if enlitelTprilsas.

Se;tV~e ",~e1;::; 1'100¥e ·tw'O m .. il1 (~O!raoC!r;~islic;o,

• IlJtUitv is pe~;Q~i~ed by tih@ QI,II~tomer fl!'OITi l!h@ mrioclli@:> ol"~h~ service that have apilsiUv€ i?fffft onl the perionm:arlllC@ (If taS!k~ <l'Ssaci<rted \!\Iitlhi dE!"S~rr@d bu;.lMSS out«lmes,. This h'" fit 'fur pij,fPO~.

II W'arlnnily is ,dl1lfivedfi"Q:mt the pOSJ'tIVe effect be'lng ~v8!lia!ble Wtil1!fi Ineeded, In slU,fl'lc:i~Flt CtliP'eiCi1.'.y m rnagni~ll!deo, ~nd dEpendilb~ In terms ,of oontin:l,lity Ollod seourity,.]hls Is fit for ~iSe.

r: 1.., \_- )

Uti litv i,~ c'.!'!lh<jt the CU$t()mer gets..anel w,a:rm'l1ty is lhow it: is de~i\i;ered.

IResm~r'Q.es aiild tapaibil ities are tyiPe~ M .asset!>. ~ha~ llilhelfl Go:mbi!f1Ied in V<ll!ioliS ways, prooduce seMce ,utility and w<l~f',m~, O~11n~tl~F!~ !,lISe thert1! ~oc~e v<ll'we Ii) ~hP.' form 0~goocls. <lind f,e.rvkes. Resauroes ars >dIrect Inp!lJ,tsfm Iproduction" M .. mg~l1lBmi Qrganlz .. tkil'l, !P@QP!I!':! afilrl

Imo ..... IWgK:· arc: used to transform resources. Capebihtics represent en organ iz.a~ilJn'~ <!Jbilli,ty to coordli nate, control and deploy resources to produce velue. Illey are t~'pi'clllly ~xp:Hiierl(,e-d rii~l~ knowll!:'dYI!:'-in l~n:sil"'~,. irilrQrrnOlli:Un -b~~~t:II and flrmliy embedded ..... ithjn an org<lJrnillatiorn':s people, s,ystems, processes <:in d 1IechlllClIC09ie.!:.

Customsrs p8rcl?i~J8 b8ne,fiits ~n a cont~nuoo r~laticmsh~p, and sntrust ths provldsr with the bus iness of ill cr~3si tligl vtliiUe and .ai5() adding new Clisoomel'$ and marKet:5pace!> t\l d'l~ ~~!m of' fXl~iQ!~ities:,lh~. jus;tj~e!J, '1\1 rt~}~lr Illives1JmelfilUl in ootvlce rnanagemerut ~n terms of cap<litjliti~~ <lInd I"@SiOu)!~~, Whid'l t'haV@ ~ tendency to I~info~e e-<!~h otlherr;

CusWm~s; m~y ~n~lly trll.l!SHh~ IPI'Oiliidef with kJw-v~ll.!Ie colllltracts '01" loolTHritkal service5. 5E\l'\i'ice management

.fig~t1!' 4. r ~nriOl A-oWder capabilifiws Gad .rtlsow:ca ClPlilbllitie:.

A2

l{noWledge

reopamd:s Iby ·deliverill9 the lPetfi]rITlOlt'lre -exp~teclof [i 5ttategic: 0I55e>t. The pert:t!lIlt'1at'lte ls rew.dimed with mrttlrad: reil'iwI,al::o, mWj1 seNlcBS atld 'CU5t(itMtll, whl:l'lh tQ.geth~r repife5:enta la~ v;"lue (;i~Ib!lMiI'J!'l'S5. "lro mandlle tllis. in~~e tn wIIWJe·,~lVice Ili'!<ln~gel"!1letn Il1lIWSt frwes.'lfiJtither In .a~:t:s such as P!i'Q[jes/l, ~_t'!owlOOge, [people, ... ppi!k:~~!Qf1!~ !lind infrnstrudtjK\. Su:c:cessrulleaF1flln~ and growtih efl'able~ commitments of htgher service I eve Is as service manaqcmort gets cond~tlioncdl to handle bfggcr rnallleng:'5.

4.5 DEFINING THE MARKIET SPACE

A market space is de1lined by a set of business outcomes, whilch can be facilli,1!ated by a sendee. The opportunity to fudllitate those outcomes defines a market space .. The fulllOWling are e~mple~ of business outcomes that (an be tih@ bases of one or mme 1ii1I<lrl<iffi ~p6I(j@5::

• Sa!~s. 't€'arn s are pFOO'llctive ,,"'lii~nsOi~ lr1larlli3~me;nt !)y3te~TI m) wi,r~ie>113 ;QOfTilI11Iter.t

• E-oommen:e website ~ mn~d~olhe w~~'~house liTI~m.gement sys~m

• Key b~5in@S5 ;;:.ppli:catiarn5 ;;:.re monito~d and secme

Infurrna~loFi

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• 11.oOln!'l1'ficer;; have ~a:5tEr a;.(Jre:l11, to illroooati9i1 ireq~i~ on loan CliPP!iiLants

iii Orlline bill ~vmenl servioe ofrlfim more optioris~orr shoPrpe~~ to ~:r

t. IBusiness iC>[lmim~ity is a'OSwecl,

(;1I>r;noftM oo:nditiom iii' rel .. ~d to oifleor Irnolie ~tegori~ ofc.\j~tomer aS~$"st.d1a,s people, ,infra5tru'c.tIJre, ~l1Irornn2i!1iDn, acccu 11115 roc~i\Ja bl185 and purchase orders, and an then bO! I~n ked to tha 5et'Jli(e~ that make tham poS:!>Hlle_

Customers w~11 pF(;!iIer too one th at msens Ibw.&r costs andl risks, Service Providers create these comJiitiiolllS tthrougtn the services they deliver and thereby provociC support for customersto <lchie'lt:specirfi:!C business ootiCOme~,

A 1T.1iIrk.ld .:.,pilt.el Iherefure r~prl:'beJIL:l, . .1 .~!::!~ or uppurLullHil:!!S fur 5aviC1~ Provlder.s to deliver wlue to <Ii !JUI5torllJBr'.5, [}lisilfl;et5i tnlFOugl'l ()1fI;e:OJ more :>ell\lkes, ihi5 ,approaGn li:ias d~nlitE val'l~E!fQr ~lVice Providers in Ibuilding. Sl!F,OOg r'~ICI'l'iar'l5lIlips WitliicliSctQmer~, Of!:en it is Il'Iot: dear mOW

5ervi~~ -Create val~e 'roy CI.t~ltOlllerS, Services are often definoc;l in 1Errnsof n:!So~l'ce5 m[ldeavailalb!~ :for 'lise by customers. Sewice detln!ltfon!i IMk. clarity in 'thee ,m.i1~:ext lin cw,hicm $l!Idh IreOOUI~ are uf5erul, ,tln.d~he OOlSilrl!ilS5 'Ol,Jltoome~ t~ .. ~ jl!J:stlfy~heir .c::OOl from .., .c::l!.l~1Omer'~ ~~:pe£;t!ve, Th!~ p~~i~m leads WI !poor desigrl~ ~m~litective oper-atlon <!!nd l<I<:iklilllOtre performance lUll se!lf'Vlce contracts. S€rvice improvemems are d~fifiicultwhen ~t is not clear vvh~rc i m provemcnts are truly requ ired, Customers can understand and app~ciQire improvements only wlithi,n the context of their OWI1I business assets, performances and OUl{;Ol'nl~:', lt b lh!:lre:rufl:' lirnpiJfl.ml ~h~ :S~fliiil~ Providers identif'!' their market spaces by E'11I5uril1lQ thoey define servlos by buslness outcomes such as 1IlbQ'5e described 8Joove a nd in F~91ure 4.2.

,4.6 SERViCE POlnFO(.tIDS

TiIlEl S@Mre tPaitfulio, ~M9Llre 4.3) fE\PFElSliffilCS th~ w.rnrrili~m~nts and i~lvestrriEmtH, made Iby a Ser'l'ice P~oiljider <l(Jro5S all Olt,tomefS <1M m:arket $p,<:I~. It r,ep:re~ent5,

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Ufl€'Siite~

b<!~g (!Xl5JJr@'i~ i:(I' Il;I;iJt~or'tiimi!3

roet:! ;u,fr I~I~ ~~HI1t<irpr1!~ ~~iellliro,

,,~!t'WO'l!"(1 ~~

~~IIl("f! ~,O!l~i"",11)' :iOn'I'I:,e>

!imj~ar tPs~ ffQl1!11;1it.!'<'I gr dil~!.!"'IJ!C~

present OOflt'tadUOliI ooiTIitHrments, Iilew seW"tee deve-lopnileif1lt, anidol1igoilngl :ietvrlllEl: imp~ment ~rogl<lmmes inilHated by (Orllin:ual SoerVloo Improvement. lIihe lp.iJmrtollo ais@ in.cllKi<rs 1hir(i"party SElMce:>.. Willen <lire ~1l11[lteg~~llPiilt10f r;@t'\!'~~ oWel1ngs to,(;~~om~~s~ SO!lie tnlrd'Pr<lrty :seV!li~:s <l~ vi:slble tl;ii~~' w~tOtm~ w~!e others ",~, not

lIihe Service-iPMfolio repre:>el1lts ,all tlhe l'e-mUrCes pretenttiy engOl~ed or ~~g released lr:! ,.arlo~s phases of the ~lce lLIieQ'cie, EOlon P,il!>$e Ireqll.!li!1e$ IFe$OlUfCeS For ~ompl(iltiO!"!! ((if proj@CE, itnitiativ@5, and C(mtracts~ Thisis a 'ill!ry irl'lpo:rtam

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gm<ernance aspect Gf ServiCE: Portrolio M<'I:rlOigelfr'led (SPI\N). ~n~iIY, pr()9fe5~andexit a~<.!Jpp.r'o"IW olilily wrlh <lppmved ifu ndlng and a fin<lncial pfan r<lr ,r:eclJNemlngmsts Qf mowln~ !profit as nf!cess~.ry, lIihe IP.ortfolio shauM Ihaw~he rlgl~~ mi:l( ofser.rijc~lf! d~~tQpm~~ fOK thE!! m~tke! ~pat!~~ Md d'ie'~rv1ce CO)1;i;l~o'fll.le (~lgl[l!re 4.4) 'W :lew~~he 1iirhOlWIcial ,;,~~bill~ of ~he Servk-e Provioor. lih~ SeNioe (",ataIGoguli! i:;tfieonly part ,of the f,'lDrtfoliG 'that: Ir'eOOven, costs or ,e(l'ni1i5, profilts.

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...... Mia,fke~lPot;f!n1ria11 ... ;for ~Bfilices

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If WIi! thlo!kof SPM <;IS ~ dyr!.;imir;; O'Ind ongQing precess ~t, it .Shotlild inciude the fullO'lNing 1I!ro1ik 1nn.C1tnoci't;:

• DftirMI, invetltory ~t\iices" emure Ibwine;i'S,cllse5 ana v<iI~d<l~~ poffi"6lio data

• Analyse, min~m,lze portfolio, "' .. II,!I,;, .dlgrJ1 and priQ~ltio:e 1lind blllalliC'@ supply and ,dernllind

II Appro¥'e: filil~i~.e propClSed portfulio, authorize SE!NioE!:> and 1r'e:>OU ~

• C;lilini'~er~ (:o!r!Tll!:mic;.tte; cl!ecl:iklrn, ~IIQ~ ~~r)l,.I~@S, and charterr :;;erll1ceS,

f''''' - L .. ' ... -"'- - - - - - - _, _'-.L.'_ ,_ - - -""l'!il

L~ ~

~'Cl! CI,111109Yt1sJ Ui!iI"ij,

O«:IerJtJ.9 ~M neq,~~ PrQ>;;Wl.Ires

SuppOri:te;Jm~ and QQ:r'V;Jiti~ll~

IEi)Itzy pornKarocii e:!l!:alatio:ns;

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C1hal~ 11'11 Servi~e St!rr,at:@S)I'

4.6.1Se,rvice Pipellin,e

The S.;lVl~' Plpo;Une (o:n~~t:s of services II.iIOOe~ de\ieloPrfl1!ef!t tor ;,I !lJ1,<etl m<lf~1i:t~p;:lW ~r~!Js~Qm.er .. il111@se seW!;'i,@~·~'~ W Ibe IPlwi500 jn~oop@~~~io~ by service ilir.;lr!iSitlotla~r ~omp!@1Iol1 Qf d@$lg~, d~lopm~nt .;Iod t,~1ngl' The Pipeline re:pre.sents Ute S@F'!.!'i:o:2 P1rovide:r's growth and slir.n@:9kotJJtlookfOr Um;! fu,ture.The :gmBFOlI Iile!atth o~~h~ IJltlvtder is, fE1fl!~diln the Pi~iril~. It also r,,,,fl~cts th~ ~ro~.nt to wlhJcliTl nf!W se.n.'ic,e GJI1Cept5 and idealS fOiF mprowmellt are Ibeimg fed by Service S,b,at:egy. .SetVioo De!;ign aM CootimY~1 Service ~mprut.'eu!ltmt, Good flmmclal m<!!nagement Is n6ces:S<lry tlJ tiUlsl.trnadlequM:e fUi1dlnQ'or the IP~pelrne.

4,.6.2 Sell'Vi(~' 'Catah:l9lUle

Th1:! Seil"!lf..o8 Ci3ta~gI~eis tlil:e subset !OIi' t!he :5eMffi IPmtfuliQ vi!S!iJle to customers. lit consists, O,f services pr€s~Fltly adiw· in tlile Servim Operation pihMe <lneillilo:se <lPP;ro\i~eI to be feadily o~@tlt;Qrnrf:erlhJr IPro~P<!ct[:\!'e'aJJSJt,.o:mers. :Items, can enter' the Servioe Ca~lo9ue ()~1I~' after due; diitgfltflOf1 has Ibeet'J peoomled on rela/ted oost5i3iild risk5. Reource:s a~ 'en>gagedtotull~ :>upPQrt: adive service5.

1I1'i,e; SI1!M<l6 C<italo@ue Is lu~tililin developing ~ulrnb~ ~glurttionsfor ol,l~tQmersfroml .. ne O~ mGr~ 5ervioos. ~tem~ irl~h,e. Servl>CE' Qlt .. ~og ue am Ibe'"oot1glllred aocl ~'I,Iitably !priced to fullfil ill pamm!.ar In@~£L '1i1l.@ 5E!f'I.Itl[c! ratallJ1il!ll@ "" ,n1 im:pOrtal!;)t toQI fQr 5efvice 5trategy becauSe! it is ~h~ '!.Iirru.1il1 Iptroj8cttoln of the S8f'o'j~@ IRrovlder'.s, actuel and presem c~P'dbilities, Many cllIstom@r5 are only ~n~:@inested in wlfIlM: th~ PiH)i!,!'id~rcam commit t'JOW, :ra~he~ tlilaml iiilrut!me,

4.' SERVI:CE OUTSOIiJRCIIN.'G .~. PRACiICAl DICISION~MA!KlNG

A ~~Mr.;e .strategy ~hQl)!~ tJI1h<IJf!(le !II!;) m~f1iZ'(ltfjoi"!j~ s~!.:!1 s~rengths andCQ~o;lrHP~l!\ncies.:;.I&ldl oomf;l'Qnem slhol.illd r@hflron::@ d'!~other" (h~M@ 'ilrlY OM ~limj you h~e 11 diffa'@nt model. As organiliaffiians seek to impro~ the.iiF IP@~fcmnam.e.they slilmJldoom5id@r whidhoomp@t@m:i@'.5' are essentialancl know wlrr8~ ro~tend tnejr c.apabil ities !by partlileril!'lg ill'! i31reBS ootlh il!'lsid!:! and (Jwtde th~ilr enterprise.

Outsol.llrdng is the moving of a. valllle-C:re.1tk'g activity ~ni3it ~. pe<i'f(jltii'i"ied Il1l~id'e tmre (jrg~ni~a(l(intooutstdec~he orrganizatiQfI where it is ~rrlrrH~d Iby Modierr rolfr'\pan~" \I\Ih<!t lprompt~. anol"gOlni:z;atkm ~'Ogut:sol,l~ce 010 ad:ivityls the :>:;)me I©glc t~<!t ~eter!i!ilrr:l!l'.l! Whe~her <If! ~rg:~r1I~tijorl Irmllk~~ or bI!AY5,i'!"!pl.il~~, INlam~y, do~ 1!h@ e-~ 'I;'.alu:e g~neriilted fLI'O.rn p~tfurllnl!lig ~n ~ctivlity in$kI~ thE!! mgalniza1:iol:1 ,outweigh the casts ill rman.agingl it~ fhi~ Gt\cE5ion Ci!liFl dran'!;!@ OV@[ tirna,

I ntemal (Tyj:lE It

The provision and delfvel'y of 9Er.lces by internal ~taff. Does rot typicaUy inc~Jde stardsrdizatiort of sel\i:e delivery <lGOS~ business units.

Provide~ L'l~ rr .... N wrlLrol but elso (he rr"KJ~\ liTRed in H!ITTIS of ~lal~.

f'n interf!d OJSir1bS lflilo TWic911y cpetates iIS, pofit ard f05:>,a1d <l C hargeback r'f!e(h<lnismc If cost recC¥e1}' is rot ufled,. ther it tS internl)~ not ~t'0r€'<l seNi(~s.,

LWfEf costs thOFI Intemal with a similar degr,ee of control. Irrpo..<ed standardizstkn burt Ifmited in tEm".6 of SQlI~.

Fulll .service out;ourcing

A .. single contract ... Jith a single Service ~r. T:'-picalliy iriliol\les sig1ift-Cantas5~t 1J.1I'1sfer.

PttMde.5 improved scale wt limited in terms of best-in-class cipabilitEes, Delivery risks ",r,e higrer tl"w) pr[~, (0~sortilYfi Or ~le(Hve Oli~~o~ing ~~ swit<h1ng to an alternatt1e is dlftlcunt.

Prime

A single contract ... Jith a single Service I>ro..oider v..no' manages servtce delivery DJt enQ~.~ rriuli(tple pro""~rs. (0 do so, The (OOI:r<K( S.Iipijla~es. !ha( {he tfiFne ... o'€1"IdOr will I(.'\icragc !hc c<:p1Ibil ities of otter ocst in class Scr.oicc Pra.oid::rs:.

C<.p.ilbilutr,e:; ~nd r~k <Je impr'Md from srngle-wr'OO ou~soi.ll"'ing but CCfrlpl.€\l4Ity ls inrtP.i!~d.

Conscrtlurn

A. collection of SeMo~ PrQ\iroers ~lici~ly selected by the 5eM:ce recip&ent. All provider-s ~ ~q)~~d to (me toge-the-r <¥'!(! present ~ unifioo ma~e~nt interf<l(~

PI; fil~ .;"l ~oo tbst C'¥!not be ~~t~fl€'(l b'j .¥!)" 51r'!gl~-wrxlor (t.JM~~r. ~3 best~n-cra;s C<l"p.1'bmti&s ~~th ~reater w,troli tl~~ prime, Risk ls Introruced In the form (iF providers forced to cdllaruatc ... ..riith competitors.

A ('ollle.r:: .. tlonof Servi"c~ P'rctME'r5. exp~i( i~IV 5elr:-r::too Hxi m~fWJ€<i by' the se[Vi(~ !"Kipient

Ttis is tha most difficult .struc~u~ to mamge. Tt'I= SE!Mi:e re.ci~t£rlt i. tlta .selVice integrator, f'esp8nsiblefor gaps or crms-~r disputes.

T~ term' cQ-saurcirtg' refers too a sf::ecial case of selertve outsourcrq, In this vari<flt, me ~!\'i('e r«ip1ent m~intain5 en i't€'Cf!~1 ((" Y'iar€(! 3E'rvb:'5. 5~!'\i(t~¥!d (,{lr'"ibi!!€'S It with ectooa~ prcwida-s. The soaMce F€("ipient is the selVic!? int€grJtor.

S()~fdiflg lreqijires businesses to 'rbFlmally oolflsicier a sO'I..!~ing :>tlf'<l'te-gy, the s~rul!:tli..lre <lila role-of tile retained mg~t1Iization, and W10Vi1 deciSlonlS ,~m !mil de, When :ro~rcin~ selfVic1lt,~he enterp,rl;>e, retain:> the I'E'Spomiblllty 'for the .,.dl?JCiuiat:y G~~Ice-s deliVelred. iflher@irore, ths e;m'~rpFI~ Ir~:t@i~s, k,eyo~rr~11 r,esponsU;..aity f.o:r Ql;)Vem<!ln~Th~ err~ris~ ~h{iykJildopt <l fQtni'!al govern,~w!lt;e .. ~;rp:r:oact!1 Tn m,cier to t~a working model flJir managing its oiiJt:oourceaseiNices .. ~ we-II ,9:> the: 3i:1S~r!3InCe ()~ value delivery., This, im::lucles plmnt1lln,g for title Qrg<ltlio:<rtIQtlOlI e~W1ge p~(OIC~pna~ed by the s()U~llt1Ig S1it'"OI~9Y <lnd <I forma' ancD wr'ifiab~dta!;CIf~pttonl as :to how c!@ci:siom !In se:r\iices ar,E! mads, fOIble 42 dE!scnb~, nil!!! gE'!n@ric fDrIi'l1:S ,af §~rviCE! SQumcirng $lii'ti:ct~11E5.

IPa,rtmilring with prrovide~, wtlolflre ISQI1K 20000 compliaJlflil' (OlIn 00 .'l'i1impo:ttant e(e;melfllt in ifEau.,;:iflg~lhe' Iri~kor~i!'Vi()e >.Q1;J1r'(ilng. Org<ln~tloFl~ who howe achieved tihts (~!J'tm~ .. tion <!re ~re i~I<'_,;~ to Imeet $eM~e' ip.~i~ ©rli ~ ~uLsta Ined basis, This cr,edentl.1I ls pal1lc~larly ImJx~rtaJntlln 1!T!!l,dti-5(llWl'I,;~d efWirOI1i'f!~ W'ih@ir.e ~loommoflfir,1Wf!e''!,!'!I'Qtk ~l'Omotes !better lme.grlil~&o!il •. Ml,llti,sOiurced e~'Ifit'(ilnme!illl:!l IreqLli~ 'common language, il:l~~gratE!cllPr!Jcess@5 and a m@!il.;lgemeoi: s.tirl,lC\iure b~eel'l int'emal and e:o;;tl!rlfl~1 IprClvi:der.s.. Is'O/IEe 20000 dogs not provide aU of this but i[ IPl'Ovtdes a founda:til:m 011 • ....!hkh it carl be bUlilt.

4.1. 1 SOU Kill'lg gov1:lrnaltlm

liherlil i~, 011 f;reqUlen~ mjlsl;Jrlder:~1Tt!!ilding of the rjeflrlltiongt' 'goli.l€tfl1lnm', pal'tic,ularrRy iln a::ro~rc'ln;g context, (()Frlpanrl~:> tna\l'e' used lih~ \!VQrd inwroh~nQ~bl.y with '1,/@l'Id.of mlill1!~~menll;', '~~Inecl~t)}i'f ~!'Id 'sou~cing manOJlg:emen~ Org<lnJlzaltion', Gove~ce is nQne Q1i~he~'-

Ma!il1'l~mtam ~nd gCi'\lem:~nc@ ,;ir,~ d~ff~ent di~cipii:nes. ManOigemE!nt ;deBI~s with maknng dl?!Cisiom ,alnd exec!lJting, PI'OOe:5&e'.s, GO'll'e:maruJ!2 olillly deals wm:!h making .50lmd 'eI~dsiQIlS" Vt i~ ~h~ framE!Workof docision lrig'hts 1lllat 'B\llwmagesdffiired beha\!io~r5 ~iIiI '~ne sOlm:ing a~d the sO~lfced Qt'gi1ltliz .. ~i()(l. Wrll;Jn oorl'i1P<li'li~ ooiflifu®e

sevice Str;)rtegy - g!O'le;n,"e ard decis~on-maHng I 35

management .ar;;dg'(1VEr1fl<lnce.~he:y iru~:\litaJb~yfoc~:; on ~rut:ignat: ~he e.;.qJen~e ofsotrat:egi,,;; de-ci$ion-1m'"lI;jng. Bo~hare vitally Im:pontBiflt IFlurrth~~ ootl'lfjlucaHIL9 mattEir:!l Is tJL.e. ~€<!UJlretneint Qf sMr1:ng decision ltights wltlhthe ~rvlce PrWd~r.~ 'lMll~n .g o;;wnpallo/ lpl~'~ its~lf in a po:silionw

rn .. 'ke operollon,,1 de:ci~iol1JS,ol1 lbeh!l~f 'oiOln outso'l,m,e:r, ~he' QI!,Wr;l;lm~ are in~vi1l<lbly IPoorr service le~~ and OOIflt.eIflitIOY5 ifEilaitionrihip man<lgem~ifIt

Gio'l,lemanee is irw,<HriOlibay the ~kest Un[\; ill'! a ~et'\!'kJe SOIi,J.f'(:ing .~tl<lto;gy. ,A few .~lmpr~CQm;mfli,J~ h~' 1b-;.;11'! shOWin to ba efferti'll@ at improving thar weakness::

I. A. ,gOV.maIfiOil body -IBVfomlling a li1Ia'r'i<'lgea'~ys;iLei:l gCl'il~liIla'l'lce !body wi~l1a. dgar undersltaindi!ng oHhe SelrvROE;i ;5.9urdng strategy, deci:>ioms C<lr. be made witihO'Li~ e~<llilItingto~he highel;t. leve'l:; of5eniQr manilgemEnt.By ilfl(;jILiding repl'eselflt<l'tio:n oome<lQn ~!'Vi~ 1P1'Q1i!k:!er, :>tronQler der;i~lo~:!' Qll) be Irr!<!~.

!IIi ,Go'vemance d!t!ima'ins: - Dom,..in~ all[} mlileT ,decisiCirlim~ki'flgfu~ ~ :s~ific oi!r'~ ,ohh~~~f\lice" .S\Oli,JrOng snatE!gy; !Domains Cim OOI;!o!1t:, f!()~ e::.:ample" SBI'!.i'OC!B delivery, mmmLmrication, :SiO~rung5tra~®g21 or o:mtJia.ct iIffiInlOigml~ot. Re~mber" <I ~man;(f! doo.marn dees not ilflclude~l1iE! Itt!Qp.Dnsilbiiityror its, ,elOI&l!JltiOrlJ,on&y its ~wl~egic: docigporHI1<1kirl9.

II CreaUoli'! of iI d~dstQI!!-~ight$ ma:tril!c _, ifhi~ u~~ .,.n ~~r;ee reromrrrel'!icl~Uo~s togelh~r, MOl or lRA.S1C ;!jn1l!rt:o areCClmmQrirorms mOl oo,cision-lright:s matrix,

4.8 IRElUlltN ON U~jVm,MENf (ROil)

iR~um Q:nin1J@s,tm!mt (ftOi) is 11 mnceptfulr qUlllntifying 1h@ ~llue of ojIn i~,tmerrt Its I!,IS~ .\l!ild mil1i!arr1il1glare Inot ahv.a(Y5 predss, WhE!ri deIa~ingwith fill'lailldi3Jloffice:~, 001 mast lik~y means ROle (r€1ulrrn o(!]ln'IJesteti (ap.i~al), a tme~tlreof busin~ lPerro:rmaince. In ~JVire rn<,rnagemE!ifIIt:" lRO~ is ~5E!d ~i3 meas~re gUile ability to I~i!f' <'I!Soot5 to genera,M a&iit1©nal \f,-alue, Ilr~ th~ srnp~.s~ SElrlSe, it js,Uhe [net pFlOfi~ g~ an iniveSfment divided t;t)' the n~ W<lil1!h (if

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tlite ;¥';5ets invefited The re5ulting 1pe«:l1lr'lt<lgei:> ,[lp.~iedkl eilher arddillO,ha I kJp-line r.e\lei'lu:eOiF~ne elirni'llatiOiil of batklm"III'K! eest

It is not lme~pediedtn<lt oompanies seek to ap,ply 001 ill docki'~\g WI ~oopt ~!oo i"fl!"r"!~el!1ler!~- FtQI !:s <lppe~~IIFlg' boc<!i~se' ~ is, selff~evldEmt" Ihe rme'asl~re either mee~ m do~ not mset ~ I1~Tn~fic!:iilr;riteri()fI., ThO! c~ilm~ng@' Is whein IROII Ciliwl.atEo~:s fuw~ on Uhe sh~lit~einm- The applicai:ianof !.iE!irvOC:@ manag,@m€!nt !hillS, diff@rE!Iil~ d@gr@@:i of Rot, d~pelildin9 on bUl~in:e'l.$ impact ~f'@e Figii,Jre 4h~_ Mareaov-€1r, th~,re ar'E! offm~,r:I ,d iffoc:~lties in q~arltifyililtg' tine mmplel(Ltie.s [l1roi\red in im:piem~J"Itation~

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MIlIBF '~lieall 'Mme SM\!i\aen F'l!iilure) !l:np~ct:

MT1BF 10 lOa iK!lt-fS from ~oo M1.m;

Ilmproved Maintainability 'j TilngibJle Mftillue:

MliRS ,(IM~1i'Im~ to Ri!sttoro:) !mpilC't:

MffiS ~J) 2: 1li>U~ '~!'Qm 6 noWS

'Fangib:!e, ~: ':1 Pr....dut't ~r.dle-Cj~!;.m~' be p;ll!;l;:;eci '!;I:n-li'ne I linpach ::

F'IIdduc[ o:rGie6 Eal'll:ie phced :M >:.7

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While .(1 :ierviGe ~[ln Ib~ <lirn=tly linli;:e(jam .~~:>t:ili~d~hlmug'n 5p@cific oo~in:e-s5 imper;a,tives"flZw companies can readily ideUitify tl\I1l'tili'laliilCial ,retum 'for '~he :specific ,as~(;~ ~r servi!l:e ffiaJhagemeht lit isoftelfl an ilfl'!l,E!'StmehtttJiat c.Qmp"'l'!ie.~ ml!J!Sj; make Tn .. ~""!'!~ of .. ~ retWlr:r'!.

4~9 FINANCIAL MANAG&MJ~m

Operatiolflal Vi5ibility, in~[glhtQ;nd :>upetioiFde~i:>kln-llIIiilkiiflg are '~he cere Ql:pab'ilities brought tID me eli'lte~p:rlse t!hrOl.llgh tM rloblorou38lppllcattofl of !Financlal MEilnagement .JUM as bl!.ll>iT!e~ u!fl!t~ ~.~e beoef~ ttWGI[:I~hlhe .~rha~ysjs o-f

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Repeal ~le of Ilwifless

1filll'g~

lm\PJ"Cl'!.I'e ra~1!O 6(1% 'from 25%

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IProduct: mPi and IfrIMgiin dorta., m a.Jl~WOmer ptc(ltile~, aha IPfodiuct belhaviour, a .similar mility otilin<lifLdal ci3il::a (lorillnll!le:'l to in(:!rea:se ·the Impoolftarooe !J),f IFlmWiic!ai Manageme\nt. for l1and~he OUSili"leSi ,liS, 'Well.

IFir!~!fI(~1 M~n~eliYle:r'lt as <l :!ltr-il~egicwol !:s ,eql;J~lo/ ap.plicable to alltlM.ree SeMCE! IPro\llde~ t}!peJi. ,lf11Iternai SeM~ ipliO'Y'id~n; ai[@iflCll@al,;il1gly ~~k@d ~ooper.nl! wmh the some levels of 1iinO!,u:;~~1 visibllUy <lnd OOOOi!JIi"i!Wblltty as wh~i!r OOisili1@ss: IJ.Jnit and e-xtlilmOlI CQuJlmrparts. MOfli!o1.!liN, ~du"QIOID~nd inl1O,V;;'Ition h~v!l! b@cl;l(m.e 1ihe 'I;iO~ r~\i'en~e-gen~,r.atin;g capabi liH!25 of many ,mm:panies.

IFinOiOCiOil M'<ln~ement pfovtde5 tne ~l!I5i'ne-~5 anc:i 111 \!citn tlh~ ql!lalfltifliC£lltio:n" iifl fiifLlillliLia I 'teI'rn!>, ofthe1 valliJE of IT sewic!:lS; tihe\lBillJfi a~ 1illfi assets I:.mder[rojing the IPfoi!l~5ionilng Q1' tOO5'e set'!/I!Cel5, and 'the qu..alifictltion Q~ operationalJlJreocastillig. lIalll.ing about IT in terms Qt ~eliVic.e~ is; the' ·~I!tX @f 'ChOl~in'\l Uw:: pet'Oe'p~i(l" @f n O1n,d ]~~IIIlII,J!il ~o~he 1b!.Ji5ineiO"~.lit1~ei'@N"-, O!I Signific.!'t1!l PQttioi'l' Qf IFin<lnciizll M1Iina9@m~nt .is ~\IOrking iln tandsm !.!'iM:h iT and tihl2 Ibfi)!sines:s to hetp k!~rltil'y,do(;J,lrnent~nd @g~e Q~tliw i,li:lliJE of t,nE SeMCf!5 being' reC,~iv.oof Oina 'me emb~emenir of S<efviee deman.d lm.od2,lltflg and managlE!menlr.

Muidh like tM'irr bUi5ineS5 '()O"l.mterrparu" IT grganiz~ioo:> <Ire' Irlt::rei)~fnglv InCOl');l!OrOlting IFil'l.mcial Managem.erlti!fl~he lPursllJiiI of:

• IBnlhaM.~d decisicilr1'-makin:g II S:peed ~f oeh<!nge

.~ice Potil;fQ~iiQ MOlinagement

• ~inilnLi,,1 mm:piii3if1iGE! ;and control II O~<!!tlor!<I!! oo!f!~l'(li

• Vah.N! captm@ and o~[on ..

UI1e!gooi of ~in"ndaJl ManOl~f!m is,to ,~n5Ure propm' rl.lndingl~l)r tt'H~ <ielRiery and Wn~I.>lITlpljon of ~mri«1S" P-!r:!fliiiiling IProviae.sfin~fLcial tr<llfl~l(jjtton Oi!nd qu_alificM~on of' .ex~~rj M~re dem~rtd~or IT:>ervkl~s. Hmui!cl~1 Man<lQ:milent p!a,nnlng departs from M~oriGII ni IYlan:niYlg

byfucUc~in9 on I'kmOliifla aoo ;sllIpply varriances, re$ulti,ng from buslnsss :s~rat~y,c~pGdty i1nplds ,amlroif6casting, rntl'ier th<i:nlradlit&llfiill individual iine item ~peMiWur.,~or bflji5~neS~(!05~ diCOOIlUili. k.. with iPlahfFIin"9~"Oriiny other b,",\!:ine~ 'orgal:!izatiolf'!, Inpm ~hoL)lld boe oo~le~d {rom, .ail ~~s ryf ttle rr ~r~wni<l"l!Qt'! ;:md d\fe OO~iM$S,

Plal'!rilrngJ~n b@! c@~l!Qoli~d Into Ucree mg.ji~ ~~"s, ~"'r:hi 'Fep're~ntJrt'!gfln>~ru:;~ I !fe'Sl,Jlts. ~hm <Ire' rEqlUlifOO for IJomin;ul€!a Visibility and 5@MC@ v ~luJation:

• O~in'9 and cap~al planning IProcesses om:! rommon and fail"ly iliind<l~dized,ancl in'!,\(f!ve the trains!attmll of Iif a\penditltre5 int'Q ooifPQifa~e ti."amiii,15ll5tem~ ail, p;<lrt: of tli:ie corporate planlnling cycle. Beyon.d~his, the ImpOiit8'f'1crl' ,of tlfill:> iPoocess, 1Ji. CncoDmmtJJ1fib'atln(;j expected cliamges in~he fijn:dingof III S"et'!Jices for ~o:n:>ideratron oy otneif btltSime:iS domains. The impoct ,of IT .s:ervPc;E';S. 'on C<lpital iplOiI'l!f!l!f!;gislargelY' UlI'!.dews~im,,~ed. blU,t !IS at i!1~er~to t~x arvd (""Pi.ed"OI:5~et d@pari:rnBfl1s ~f th~ stabJis of! llfl !Ili .. ssst d'langl!s;,

.1 Dem3Jlr'ld :rep~seMilhg tl\~ need and ~5oe ,of Ii :seNicl'lls.

• Regula~ory .. nd envi~mnent.aI~~IOito;d pn<!rming sh()!i.JJd get Tt~ trigg-er,\\fr'om withl!l tl1e bl!sln~, How~r. Finandal M1Iim>lg@m~nt :shollJild <lp,pl)lthe proper fiin1;lncial illlPll!ts tothe r~!ated s.ervices '!,Ig;lue,. whether c.Q5t~ba5ed m v;al~based.

4.,9.' Sentk@ valuation.

5efllice vollllllatIOIfiq'uantifies,. ~!l fii!l:ia!'lci~ltl1wrns, the funding' :sought l:Jytlh.ec oosines5 OIindlT for services de~ive:red, based Or! the .ag~,eed V1IruE! of those :sewke5. I~irlandill Man~gementG<l!I(;ijlates ~na assigns ,<I mo:ne,tary va lru:e to, ,oj ;ljeMreOr selViO'lClormponemlt' ~o tnat they rmay be di~!;\ml!I'IO!~!;d ~CI'O~S ~he' e!'it'~.rp~ise (l1flCe'~h,;· busi!1~:; cus-tom.er <lind rr identifY' whiilit senilres are aW.lany desired.

!II lol~wd'o!t~:re Iil"lid s.obii'il'e licenoe eests

III Aiflrlual m:aint€!na~E! fee", for Iha:rdwil~'~ tlind softw\3ire

...-1... \_- )

• lP'erootlmel reOO~rce:> u-sed ilfltlile5U~PQrt or

ifTl'<limM!n,M'Ice' of a .5erYice

iii tIItllil~S, data C€n1l!t:e or o~herfaOJ:mties dharge:!> t. ¥~:>;eSi'a.pit~1 or intefes,tcha~g~

• CamplianiQe (,o5:i::S.

Fiil'H1Cial M.anagement pray;5a~rClM!rJ.t:ioorJl IrQ~ WWeeil COJP,O]l,aNi! fll1",nci~' .:>ys~I~:S ~ll'" Se!N"e m~r1i1!~m-e!1!t;, The trE!S~it ill a :selVic:e'"O(riitm~ed aC!lollritirng f~"ctfI:Jn is th<lltfa~ gr,~~@r~ai I ~!ld ~.('Ider$t.andi!"ig is .;idh~wd ~ejJaJdIll!"!g $e!iVice Ip·I'l)'Visuooing and (1onwm p~lorl,<lnd thegeru:,ratlo'F! of ,cl,ata, d,trt feeds dil'@Ct~ into tIl@ planrnirHg pr'(](C~s, Th@ f!JIntaL-nns "nd ,1IEOlllrltlng o(tniil~"d@listk~ tibiat COI'n@ into tpl~y alii! dis>l;jI,J!~~d b~low:

• S"nri~ ~'lacotiding - TIh~ ,as~i9nrn~lil;t of <Ii cmF. @mtl)' to '~he apprqpriat,e Si:'i!rv&<:iZl" D~pendillg QfI how servic~ a'r'e' det1n~,afidbhiZl granlJllafity o~ tine aefif'lititu1:S, there may ~additi~nO!I sut;;"s~NL'Ile wmpoorwrm

• C;ost '~pe$i -Th~SE!! are ~igher'·I~v@I ~penses; ~~ego,r6e:o :li!.l~h ~:> h!u.~~ :s()ftw':iI~, I a OOlWf, ilIdrnini5;llratio:n~. Th€!5@ atitribute!> a55isiwilh

repgrti .. g <lnd ,anal),(sing demand ~!f1d Il,m.~~ of S@~!1lS, and th~ir components in o:lmmo.nly IlJlsedfilmanda! tem1l5

II Cost Cli:lssifi(Mr.G1iI5-Thereare al50 das.~ilic<ltiotfls v.ri~hit1 ~.rvICE'.s thOlit desigfba~:e the <end IPI.!!iPose of~he coot. Tthesli! include dilsslt1~atloM such dil::

• upit~lJ.operatiQ!il~1 - diis: claS1Sifk~'iOJl .;Idld;res~e~ ditfuiremt ,;3!G".mmtimg me-.thodo!logfffi: that in:e reqllired by the bm~ne5S .and rregutla.tmy .age:nciE!:>

.' DilleC!tlinairec:t -thi.s d~igll<ltPoIfl rn'ftfirmilW;S wlit'~I1E1~ <l "o@ will re Jssiglfled cHrectly Or indill'€!Cllty to aoon~umer [lor ~tvlo~:

- lliJ'OCt ()05tli are ()ha~ed d~rectlyto a rervioo 5inceit is the only OOtflSUmll;;:r Qf '~he ~elfl:lle - Indif-ect ,or sh~re·d ((JSt~ <lFe a I!~te.d ~roo~ m~ltijple sEil"!;'ioes slm:e each s6t\'lce may 'wt'!~l,J!me iii IXlrtion of ths e\N:p;en:se

'. IFiw1::dtV·iliti<ible - thi5 ~egfeg!llt[onof OOr>lsi:> IbOllSed Olfl mnh.ad!ua! !(o.milllltm~l1ts, of tim~ OJ price. The i51rategic l:\l:jue a~'o!lnclnilis o!:las:s11'1c<itl(if') ls th~,t tihe Ibui5ineS5 :>I!O!.Jlld seek to optimize '6:oied servi~ wsts .. rid minimize-the vOl!~I .. bleln Qrrderto rninlm~e IP~~ictalbiil~ ~,,@ ~<!M~~

" (004 1lJlfllts- a ms,t IlJnlt ~51he identified milt a~ cQ!~~l,Jmp.tioo 1h4t Is ,;l~O!I!'l!~OO tUr a p~l'i!kl;!ll~r selNi~ ·tJr se~Q;! .!l!Sse;t

4,,9.2 Variabl'e cost dyna miles

variable 'crut dyna!mic-> (VeD) roCiJ5eS Qlfla.naly~ilft9 and

u ndl~.t.5'i:OIntiin9 the multrn;uoe'of va:riaMes til1at ~m:pac~ seNi~ oost, IhOW' set1i-~iti\li;l Um.;!;e 'fiilemetW~ aiie to varriatiom, and the related incremental ¥a!iL!le (lilange5 tlnat re:5~lt

,BelolA1 fs a very !brief list. of po5.-sib!e vanable seiVlce m~t wrnponents. th<it OO~ lei be ioclucJoo in !i1[l:C1I'i <!in afl<lly~iS;

• Nl,J!mb;;~ and type of !1,J!;>e1'$

• IN:~mbEf of s;ofuvare iic@m:lJ@'!;,

II 'Co5tl(')~Jatitfl.9Foot ofdataceilltre

• iDeliV€!1)' m~dlafilli:;;m5

• N~mtJer <lndtyp~ of IFeS<OtI.FC.es

II "~Q!>t '(IT ~dding (lr!e mo~e swr.~ge devj{e

,. Cost of adding. 'On@ mor@ ,gnd~U1S@'f rkens@"

TIne '~pilIbiliti!l!~ ~nd Ire~o!Irces(~rceassets) 'of ~ SerVi~ pmvech~~' !"@p>rese!"!t~m S@TviQe potent~lor the prodll,J!ot~ CCipaciityi31wil.able to custerners tilnou:gh a set of :seMces., PI'OJ@(ts that d@i@lop orimpro'lE! capaiJililJiE!S:lIInd I'€!S!OIlJf'(~ irlor!!'a:S@ till@ s@lVk~ pot.~mti1!L tFm @XOlilf'l1pl€!" impl.EimSi'J.[atiOf'l ofiZll Coofig,ur.<lMi:'i Marn.ge:illeti![ Sys.teii'l'il leads to improved. visiil:Jiitty <limd mntrolO'l.!!Elr dlE1 IProd~diveCqpadtyof sEOIrvtGe a:oset5 sud, es Mtw()rl\l;;., :stot<lge <ltfla seJ'!.f€!rs. It also Ir.EiliPs q~,iQkfY' to IretQre such G<lPacity in the Erl/ern.t off:aHl.!lras or ol[lrt<lges, Tthere is

..-1... \_- )

Service mal'lagemern inl~ratil.!'~

Inarea:>ing5erviil;;e potential f1FO:f'n (a:~:mbi lilie$

Ilncr,ea~ililg' :s~vire IJQtel'ltrall nom IFesomces

Data Cffitre ratiomlii~tion

BEtter control <over .sewice operations LovJer complexity in irfraSitrU::1iJe [)e\.-elopIT'l2rt of InfraS'1llJ("[lH?t:f1d tecmologj assets

mcreases the capaci;ty of assets lncreeses ecorormes or scale <I"Id sc-opeCt:pilJC Ity bI.lIlldWOJ In sewl(;e aswts

T [a inir'r':J ,ar..::i tEfLiFilaLiurl

SLaffirg of kEy wrrpeLer.::ie::. EX[f::'fl~Km of Servite DE:"4:. h;JI_!f~

Kmmledge.;;tJ. e ~~aff in wnlr(J1 of Service Lifecycle

Irrrpr{l\,~j analysrsard .jecrsi01S

Implement Incident ~.l.anagermnt process

RedJcing losses in resOLrce utilization

Be-tter respcnse to SerJice Incidents. Priorit~ation of reco .... EfJ ;;ctwi~ie5

Develop ser.tice design process

Systematl'C d:o.s9'l of seJVices EnrictYnert of design portrclio

Re-use of .seJVice eornpo rents re.'.'ef service tal hzes throuqh design

Thin-cl~nt ccmputing

Stand3rdizatlon aM (001)01 of (onfigJrations (ffJuallzatton of admii'liSHi3UOn fifJO:iOrtS

Ir:oeased fle:o:ibi Irw in .....or" locations Enh:ficed servke mntlf'jJity (atW II it,eo

gr'~'if~er ,efficiEmcy in tii':iE! utilizatiol"l ,of those ,as~t> and tllE.lr@ror@ .5,l;!irvi(C@! pOl@~:'Itial OOcaUiS@ 01 capability ,\mpfQ\Jemerr.t" itl CQ('f!l.guratiorr. M:m<!Jgemel1t .. 'SMnilrnr

e: .. :.,lt1nples 8Jre QlNet'li in Table 4.3. One of the key objectives of service ril1.:mag,=ment lis to improve the service pot'=rlf~ial of Its capa b~1 ltlas an d resources,

4.11 ORGANIIZATilONAL DEVELOPMENT

\.ivtJelb senior nnallagS-r£ adopt a servi,e m,anag,amellt orientation, they are adoptong 21 vision for the Ofgl'mi~t~M. Such a vi@on provid\>OS a mad.&JI towaro vmi(ilstaffcam work. Org1lniza-tiO:ilal change;, Iloweve~. ls not it'!$t"oi!II!~lI!e~JJ~,s:enIQ~ m<ln<lger~ ,ol\;n make the ml~<ll\e of tl1irlki~ tlh",~ <l'!1I1!Ol!!r!~j!i'!g t~ (I~'Flfzoflt!OO~i c;h~!fIg.eis th~ ~'m~ ~s m~kilil:g it Ih~~pe!fl,

There is ne an~ best wallw orgi3irlizf!. IttsmE!1lJ5 m sn m'ga;ni;;:ational d@.Sign" such as sc?le, sro~ 1IInd S1JrUct~['@J ilfe Th,\gThI!J tlep€rr.derr.toi"l strategic: obje<til'les. (hiertirne, an organization wililliikely outgrow lts d~siQln. CertSJitn crg<lniz~tiiQl1I~11 desiqns fit whitle others do not The de~iQln dbalilleng:t: is to identtl'fy a,nd ~el\:od: amonq often dli£1ilm:.t rlbl)~r~". lhLJ:~ rh., prohl~nn bPcomp.~ mur'h tlI.:x., :<:1)[Iv.'lhl~ wh8n lIhen~ ~s an un derstandi n91 of the factors that genfdoraili8' fit and 1illfdo trada-orts Involived, such as mrl1i:roll and coordli llIatioo ..

It iis common toIhink of organiizatiDnal1 hierarchies iin te~l!'IliS 'oUulfictiQn~ As tih@i\l,lJnttion<'lllgrQUJps b&Qm~ larg~r, ~hknlk of them in terms of departlnlilrrtalizffiiQI"I"

A digpartJmi@ntcfIln 1005@!1y be defilliooas <ilil Clrglanizffiiom:lil aCltMty in\!\QMngoVE!'F 20 p!1opJe.V!Jh€fi d~titl(:tiolflill grCltlP grow.s,Kj ,depaTtnhMlai size, 'the arganiZa!!iol.i'I Can treari@r:i~

...-1... \_- )

the group to 9rJeof tlhe'oliOiNir'l9 areas m a Ihylltid th~rE1of:

• FutK!wlfl'~ Iprefernred rof specialization, '1M p.oolit'lg Q~ ~ourre> anti redu;(ing dllJpliGatiol1

.1 ~~odl.!ld: - IP~~IF@cI f[lr tsE!Mcil"lg ID!U5ines.:ses with str.atl;!gl@!i of dlw!!m~ and n;@w Iprodl!J;cts, usually !Uanu(~'turing b'l,.l'S,jrteSs~

• M,uke1 s;pace or CJ!lSbl!m~r - ~referlred fo~ ~rg~ nPi:ang ~rol[jnd markEt 5.tWtture;, IPfovf.des diflie:rmtialtion ~i\ tile l'Qit'I1I ·of irJc~tI!5eci kn9Wledge o~ and respcnseto (iU!:>t0~ P!'et'e~~;I~e~

• Gecgra;phy - dle IlltsE! of g@ogr.apn,y d@pE!nds an~h~ indl[J~~ry. B)t p~o\liding sewit:;:e~ in dose goographic!11 proximity~ t~ave! .and !di51riIhLltkm costs are lITliinimi~ed wlhile loa! I I\:nowl~ge is i!0.I@raged

• PiroceS5 - IPreter~dRor an etld-t(Hlnci col!tel'<lge ·of <I prooe~o

Cert1lfn ba~io:;; 5tru!C~~me-s ar·e jpr·eferred fur oorta_iifll :iiervi'oe$l)raltegLE$,aS .shQIWifI i~ ti3b1g 4.,.4,

Set\l&ce s~rat~ie.5; are eocewted by deli1,.\erilfl9 and sl!Ipportilflg the: corlitlract portfolio ina gW;M maf~ ;spare, ConDr<l~W $,pecli'y ttue~e~ 'W!(J[Jol'lt;iltioflS. ~Jfldoer 'I!i,lhldh value i1; dEU:'le~ed to custome~' through selNlc.es, !From .m QPrel'i'i,uoffill poW of view thi$b4ifllsl~te$ Into $p@clf:1l'; 1@w1~ of I[Jltility <Jind ~Fil1lntl for ,every:>ervl~" Sirl.()e every $eirvice is im<lp\p@dtCl aFl@ O~ mare ma~t spaces., itfollQWS that tih~ d~.siWi of 0\lI ~erviQ~ is; r!ela~~to, '~te90ries Qf!';;I,IS!to:mef asse·tsi3ind tine .seirvi~E models. Th:ese are the i:Jasic inlPuts fur SE!lViCf dl~-:;;ign;.

Th~re is, Irltllch more .~th in5eIVice Stll3te9Y~h[ljn de~lctl1!d in tM preCJ1KIit'lQI pages. As tl'ie COM of tlhelrlll SetVice Lifi:lcycle, S6rvi~e StraKigy is ,Il plfime (Jomponentin a good $e~Ke mOiIl\iig:efTlI;ffiit p:r<latioe, The Ikey ooncepts. h~!ve bel!l'!"!ol.JtliMd inth)l~ bookto jVrwioo <I b~~~ !I.mdersrnndln;g ,and Ulu!Strate the eIlO~m()1lJ1l iben~ts a

SHaregic ml'lsioora,tiions

FlJrx.tior al

~e( lal izatio!1 Ccrnman !itrfldard; Smal[ size

PrUUJU

ProOl!l::.L focus

Strung ~()dKl krlov.'lEd;;ie

5ervfCe ~ir)iq~ to 3eg!ll?r't1 C~i5W!~r se!\li(~

'Buyer Sltrength

Rzipid custcrrer service

Geograp~

Onsite services

Prmo;imity to custorrJEf for del iv:ery and suppa-t Ol'ganizatiCtl pei'ce~ved as local

Process

Need to mlnuri2e pro;:ess Cicle times Process f!#..e ler.:-e

\_- )

sO'i..Ind 5eifYi(e 5tl'M:egrll o"~rs to~rv tTorganiza;tion aM tini:!'.i,r cUSklmEii"5. YiQ~ a~l1:mrolLraget! to read the Servtr,e S~ra~eg,y COfe gLiidaoce in lts ,etMlrety as ~he bast pl~ce to startin e1iipanclligl your ikn()wfeclge ,of s~rv&Ge Ifll<imagemelflt Ipractlces,

4S

5S,ervic,e [Design - buiJdingstru·ctulrall serv'ice integrity

H:eCl'lllrernelli!5 J

IrQllowil19()l1i~iulfll 5~Nic,~ Strat~y, 5eF'Ilk:,e De~gn is~ne Ir'ii:!::.;t :stagE in t~ mL SE!I"!I~~ l~y,(!f(. il\ih'ile~he lirecycle is Illotentrte!y' li'rl~f, we '!'Jill poif~r'tl'y ea!ll~1 stage frulTI a IQgicaIIProgre:>:5ion, The Io:.ey wncepti,of SeMce Desigifl r!';VQIw O!IlO!J!itd mef!vlil de-.sign .a~,per;tl> Olm,d 1lhe de5igt'l 'ot sElliVices., self'o'ire prooElsses and se;rvlol;'l capa!bilities 110 meet: lbw;ijn~dem~ri(t Th~ P,fim';!'ry t·opUt;S that will be di~':i,lI~ed h!5\re~re I1Ql1!he eintlrce s~lnJrn of SelNic~, lDes[glil<, but thE! main €!IBl'llefits that iIIUlSil!rat·~ tn@ obj€!C.t~s of thi~~tag@ in th~ S8rvll']f! Ufu!cyc~E.':

• AspeiCt:s of SIOII"!.It-G@ iDesiglf'l

• Service Ci3italogLle Ma.nagemertt II S~t\li;:)e IRQql!,Jii~em,ents

• 5e:rvio~ lDe5ign Models

!!II Ca:pa.eity M~nagerrnent.

II A'ltmil<libiliity M~~gemefi!!l

• S@,r'!Joc:e Lev@i M'amg~l'nent,

- .,

lhe ~iV~ Design plIbl icatiicm prnvid~5<1grE:aw le\i~raf detail on ti1eie'<l:nd also an ,appl ication and irufifasiru:c~uif,e deiOign IPfi~l~ip~el';S.

li1w rnOlll"l! Pl.lFP,O~ ~f 'the Service IDe"i,gli'istage ,of ~he lifecyde- i3~he desigrl of new or d!<'il'lg~d SElMcEl for i!f!trodl;ll(tian irnto 1Ihe li\lla@\!"!VironJITl@nt it i~ irn:port.a!f!t ~h~t <lI lholij;ti~ .a:pPFQa:e;~ lOaU a~pe.as c€' ,desigrl is adop~ed and thet wtilf~n(lhan;gililg m am.meling. any of th~ individllill @1@MBnh .ot do!slgn <III oih@r 1l:§pocl:SlIIr€! 'Gonsidl!red, nus Wn;et'l desoi9r'1ir'lg <lIfI:ddevelopin,g a ifL@ilj ap~llirnriQr'I, Hlli5 slimL!llclrl't be done irl i1solation, ibUIILshoukl ,a lso (o:m.icier tll.@ impact on In@ o'!.!'@rail 5i!ffiIice, 1h~ rnanagernelllit ~mr> :anti tool:> (e,g. tli1e :5elVice PorttfQ.lIQ <lime! CatalogUJ@'), ~nEl aif(lhl~ectll.m:'lS, the~echnoIClo9y,~h~ SeNire M81naW;]lrlf:>tlt prore£:>e~ .. md '~h~ Iru:;CEl~Sflty nle~urernerl't3 and me'liff,cs, Thill will emure, that not omiy Ule runction,.d e~ement~ ,~re adld;re~ed by~he desi~t1!" Ib!l!!t<iAso, 1lhO)t Oillof

r: 1.., \_- )

46 I Set\'iioe D6ig"l - bwiilding strt...Ctural service integrity

the lTlail<ilgemeiilt: andQpelf,i'lti()rJjallreql!!i~ent> ar,e addr:essE!d ,<'1:5 d' fundamental part cf'the ,design and are nat aclded as ~n ,afterthou~hrt

The mailn aim oDfS,ervice DesigJI I:; the: design allnew m ch.w!ged ~rV!Oit~~ TiMe ~q~Jil~trI~t'!1 ~or ~~e~e: rJ~W se~~~ are eMtr<lcted from the Set'!Jke Pmtfolioand ~oclh IreC!LJi~rn~11it isarnly.s@d, ,dO(lLlm@f1rted and agre€!d "rid a, so!utlion design is produced thar i5 then comparcdwtth the 5tr<lt~91i~5 and! constraints from S~r'.'li~ SlHt~91Y to ensu reth at it conforms to corporate and II poll ides.

5.1 BIJSI N ES:S VALUE

V!JIlttli qoodl Serv~ce Desiqn it willi be possobile to ddiver qjual itv, cQ.sh'lffedive services <lJmlj to ensu re th a tthe business l'eqlulirements are being met

lIlh@ following bE!Mfiitsi3iFe! as cr, reSilJllt O~90Qd Service I[')ie;sig n practice-:

!!III 1fI:id~cW tot.1I aJl'ilt gf OWIW!I'$IlI~P' nCO'): oo:>tof OWI'Iersn iJ!) can only bE! Iminiml~ed if all aspects o~ wrvlot's, pro6eSS€S and t€ldhoology are di1!~lgned proP,ert,Y!l<tldimPcI~mer:!~ed <lig<'l~nst~h~ d~lgn

• l~pl'O\l'!l!d qllllliity of _rvic!II: bothi5i~F\!'i['~ and QperatiollJiil Cjuality Vllill ba errJh<ll:1ced

III fmipravfil (ol1llsi~nq" of 5liitvl<l!!l: ,015, servioo,s are dlesig ned wltlMln lhe c-'Ql\pO:f'ate strrait'€gy. arctllt>ElC:WII~ElS; ~rrd ()ori:5trra~rirts

• EMler lfmple!liu~!ilta1iIO:!II' (If new ,Qr ,di!<!!I!gedl ~nllce:!l~ as, tliYier'~ ls integrated illild utllll.5elVice [}e.sigl'lri3irKI the pmd'~c.tion 01' tam:pr@hensWe!> 5@rvioc@ [)@sigl'1 1Pa.<:IGtg;E!s

I! l'mpwvW $!illiYiw aJlignm!lilIi1~: illl\,Iolvem~l1t from tlii~ oolfliCl~pti()rI o:ftlile sef'!.1loEl ~surin9~hOlt new or cihan~ :selfilices m'2lrreh, Itl<1.!1:>JI'I,e:;i> need~, wIth, Setv"tiiO'5 de.:l~!1ed to l!r!eel;SeM~ ILeveI ReqYrr~mr,;;nl~

• Mo~ d~iw .Nice plilrfonilililllnce: with 1ncmIPoraUon <linel r@(Cl'glillitHofl ill Capacity, IFinancial, A .... "ilalbility amrd 'If SeNiLe COifltinuit11P!anr~

I. Ilmp~ IT' g:ca;MiiilmC!!iJ.: a5.']:ist5 witih the implEm.entatioFl and romm~l'Iicartiofl of sset ,of eentrels f'O:reffectivegO\!ermliFKili ,of nr

• Mi@1!"e eff'e~hre !Se!iVlce Im~!!IilIg'em~;t ~!i!dl nr fU'(lO!'~:~roces$fl'S will ~e cles.igned wiUh @ptlmal qllJii3lityand CClst·eff€!ctM!lil@5(S

II!!! ~mplfwW i!II'.'kUtimati:om ,ltl!:! dKi5iQ'Nm .. ~img: more comprehensive and! effenive measurements and metricswilill enabl'~ battar dlociisiQr1I-making and continual it1r-lpra~t1Ir2tlJ1i of ~etv~(e n~na9~m~l~t practlces in the des~gn stagre of the Service UfeC'r:I'~,

5.2 FPJE, ASPECTS OF SIERVIICE DESIGN

There are fiive ao.5pEdi:5 Qf dle.5D9I1~ til at needl 10 be consi,derr?d~

The ,dec~~1iiI of &!,~ ~tvioes, indl.!ldlng,~11 ofdl~' fi,metional ~q~llrement:5, re:>OlUrt;e,. and (;a:parMiUe:> 1il)(!@r:!E!d ,and ag r;eed

2: TIle desf.glll of serviCE! m.amgeme1f1t systems and tools, especiallytlhf!' Se\lVi~~ Pmtlolio, for the rm.Jna;gemrot ZiJna OOnllr'Ql ,of si2;rvic,e~~hroug'h th§r lifec.yd~

3: 1I'Ih~ des[.g1J] of fu~. 'ffh:nology archi~ff~~r,es,iilind m1l!nagElment s,ystem!S lrequir,e,d to IProvtde '~he servioes

4 The de3~11 of fue! proces.:ses ne,eded to ,deslgWlJ, trral'ii-sitiQl1. Clp.;1il'i1ite .. nd iWl1prove th.e :>erV1ce:s. tlw aoohttoc!;l,lre!l ~nd 1ihe iPJO.tle-:s~s 1jilrl\mifle~~

5 irIi1@ d@s~n of mE! mBaslLJF@nnE!rM lm~tlhDds "nd mBlDrlcs of the s.ervices,~h~ ~rrdhitecPl,J~es olnd their wns1:itl,l:ent oomponent5 ~nd tih~ pHX~S~.

A r,@sult~d~i'l!'~r:f apprwdh :5hould [be arlopt,ed ror@<l.cn ,ot .~h!:!. ,aoovefive aspects, lneac.n, :tI:Ie desired lb!Jsin~s& o~tro:miE:5, and plalln~ rB':mlts, s!ho!J!d be ciefim2d .5'0 tiha.t wIl:at is rdemve;red meets~he eil:1pectationoUhecli.H'i,tomers and users. llru.J.®Uii5 5trudu~d aRProa(lh :sholi.Jild be ado~tedl \III1~hin ,ea,dhoHoo five .aspecl'S to deiivei\F quality •

...-1... \_- )

l~talJle oornifiteifLq< ,and ron.till'll.l .. 1 inipmvemeiflt tihrroiUynout the orga1ni2ation. ine;r'E! dr,~ 110' sirualtioi15 wi~hin rr :;e!ltv~e j]ro"'l~ilon with e~l;e~ in1emal o:r ,exte:m,al :HlMce IPJo'l,(ider:s where there aife IilQ' processes ~n the SeNl~ OOlg." area. ,AJI IT Set'\l'ke Plroviderol'9anlz."lioW!s <l!~,rmdy Ih"w some ,ei~f11!erlts m~hel:r '~Jlp!N)<l(:f! to' 1'if'les~ five <l~peots in place. no ma.tter n.ow ba-sic. Before startlngl 0111 the ilnpilelnen1laniolll of the improvement of OiCtiv~~ie5 and processes a review should be con ductcd of what elements ere in place oil nd working successfully, Many ~rvic€ Provider organiizations allr~ad:y have rma~ure fJrOUl~S!:i~ i n pl!o;Ui If ur de~ igf1liny IT :~~r"'ik!:i~ <md ~()I ~.li0fl~,

5.3 IDENTlIF'YlNGI SERVICE REQUIRIEMENTS

Serviioa De:;i9ln must consider 01111 elements (If the service tr; taking <I nolis,tic <I~pl'Oi!ldru too th~ dl?5igrll of a n@Vi 5@Mce. mhlis, approach sli'JQut(:[comicier th@: 50ervice aifldits (!o:nsm~nt rorrTllPDnenlt5<'1nd tneir ~nteH,f!aloornli'lips, en!>mil)g: that the :>ervi~ii!s delive~e;d Irlieet UHil fl!1ndioJlalily .OIna quality oJ sEl 111 tCIi'l e~:pected by~he Ibusiness ir'l .~I areas:

!!iii TIh.€i'&Ctdability ou:f~he :seiiVke to meet llltlllfe

r.E~quJl,tllm~W1ts~.Ii'i ~lUp~orr 0ftlu! lo,ng-le~m ImulrJe~s dbjec~ives

• The' ol]:>in:ess proc.e55~j and busfness unit; 5U,pp0J1ed by th@S@M(@

• lne lIT :servi",e:il!iml the agreed ~l!5ine$5Nr]!!;;~ional ity omd lreqtlliremel1ts

• llhe~rVice its~~ and it';; ~ice LeV<e1 R@quiFli2ment {9LPoJ or .5@:fl,Il:ce L@velAgre@m@!11i: 'f5!LA}

• lire 'l~crlrdo.g¥oofnp.orl!iinits 1l!l5eci ttl depliiYy' and deliver~nli'l seWIICe" in~ll!tI ilfl9 ~heillfra:;lnIiC~lm~ •. tihe en,virometr'lil', the dat.a aM ~ne appliCBitions

• lh€! rntefOOJly .supparwid .S@l'\tiCiIi!'5<1m:1compol'i'I@lll:ts am their as$Oci~ o,poeI~tiom I !Level ~~eem~mt$ (OILAs)

• The e~erlnililly sl!lppoort:ecl :>ePJice5<1nd ~Ori1lpOlfLeht5 amJ till~ir associat.ed IJndEitpinlf'ling C.oIll~r;3;(ts. ~UC'S}, ~hi(1i'I '!Nil I ()ft~n IhiWe tMlr own ~I<ilted <!{lreeli'fielt'1ts aM/or' :5dhedlll~

III 1h~ peri'o~rnal"lce rmea~l.rrem~!MS ,\In,d Im.etv~~ ~eql!Jlirred I. The l~i!>lated or req~ired securit}' re-.tek

The ~at:ionship; <lind dependenci.es between theS€' ~1~m8nts are illlus~ratoo in F~gure· 5.1.

lh~ d~.5~gl~ ne!~ds to be! holistllC, and tile! main prob~m today ~~ that orglillllizatliolllS often onlly fOalS 0111 tho functional regLl~rem8nK A dll?silglll or archiitrofcture by very defin iHun needs to cons idler alii aspects, III ~5 not a smaller organimion ,hil' combines these aspects, ilt is a sensible IJn~·.

• Fi:@q!Jjir@rnefits {collecthofill, <inalysisancl erugill1@@[iln9' to emul['€! 'thM. OLl5:inB55 re,qt[jlrem~nt5 aredearfy OOC!jjm~rn~Eld ,Clind Oigi'E!E!O

• DeJl.lgFi of <'Ipproprlate' :>erVlces.t.etI'iIWlology, p.f'()(je:i~es. i~fom1~t!Qn @nd Ipr~s Oi'!~;f!SlJrem~rJ;t~~Q me~l blWl>ine$S r~ql,Jlirerf!e!f!tl:S

• fI:€!"",['@W and revd5io:n of <III proc.@ss@'S and domm@I:'Its in'Yulv:E(j in Service Di?Sign, inc:hlLdingde~igi'l5, plarus., ar'dhil&trur~5and paiictes

• LI.dsCin \!iIi~h8Jltl otn.er <le~lgni3iFld planning adMt~ !fnd Ifli)t~ '\l!,.g. ~nUl~kln dle'SjgJl

• PrOOuctionancl mal."tenCin(~ Of I1if' p(Jlici~,and dl~igfl ooC!UInBl'lts,inclurling de<signs, [plans, .airrnitectu:r~ and po!ideos

• R..\il\l~iofl @faU desJgFl doc.umefllts .l!Ind plannung for tIl1.~ OOlp!OYIn~FIt .md Imp!&m.entatioi'il of iI1r stra~e-gies l!J"'in~ I'(l~dmijp.s, progreW!1m~5 ~nd pr@Jea pkIlY:l,

• Risk i3l!;SesiSm~nt and ll1ilnaglOlmffi! of all design p'1'OC'@:SS@oS <lm:l deliver.alb!~

• Erl;o1,l~lnga IIg,nmet:Jt wi~ all (orpor~~e Olm:l IT ~t!'~tegie~ and polkies .

..-1... \_- )

48 I Servloe Dbi91 - wildin.g smJctural service integrity

Ser!J10e Impi"<lII@mef'lt I Ir---------',

Ttl .• b"uin.l!Us

L!:======~ J I ~:m.M ...

.___S_-IiI.;...pp.;...m_··_:t.!_~_m_.t!I_, --(!""""'~~~=====E=~~~~~~""""""'"

5,.4 SERVICE OESIC:n~ MODELS

IB@fure aooptillig <I dE!'.sign tmoch~1 for <I rn<ljOf' new s~rvi('@" a :r@-viewm 1ihe C!lHlfenl capaJblliity .1I1'l1d IPrcI'Vlslons w.itlil I~pect: 'to an ~SPE!C~!5 regi3Jming diE deliVf!t)' aflT sei\'1c15 shoUlld be ~omJluot,~d. This lreview should mrnidetf all aspects m the In@\!\!' service ilncluding:

• ~Llsine-ss, drivers; ,and! r€quiremerlt5

!!II Scope and C'<lpab~tty o~ lme ex~tl:ng s~F'iJI(lE! provider limit

• ~rrBnrl5,. tar,~ts; arid req~irernelftt5 of ths Illewservic-8'

I. Soope and! capa~bility of ext.ermal $1!,!ppolier:5

III Maillulity of thie ,crrganizil.tiOJl5. UlrIl'€!rIItiy in\!lCJWecl and th~ir IProc@-SS@S

II! CUiI'11i..i re ,of tliie ,0t;gaiflli~aJtromcS, i:rrooolved

III If infl<l:s~ruc~I.!I~e,OliPpllcaliQr!I5,. d~~~,.~rviOi!s OlIIf!;c:ic>tJMer ()O!TIF,lonents, invoived

• ~9rree ,or ooijloraIe <1m:! ,IT ,gmElntli31ilre .ancl tliiE! I~EiI ,of owl'lBrshiip and ~omrol reqlllilreci

• Budge'l'S and rssourees <lv<li!able III StmI' te\ ... ~b .ancis!kill$..

..-1-.... \_- )

SerJice Design - t'Uikl1ng strl.KlUFJ' service integrity I 49

5.5 IDEI!.NEIRY MODEt OP1,IONS

di;.adv,[lIfLtages, but a~1 rEquite some !~~I of adapt,3!tkJriJ and rus,to:m.izatiOrrlJ fm tlh~ si~IlJ'aticm ,i3i~ n\lmd., 'liable 5.1 lists ~he mainc[lt:egortes ot :>owting 5tr.ategies with a short ab~tli3;[.t for earn, [)eltvery pr.lctiiCe.st~nd~o fall ii1l~o one crt these ,cate9orieos er some varlali'll! .elf tiM.ei'i1l.

Alt~Wl!ig~~ tha read i~Ul'1ls asse-9s~nelt'lt uelennines t~legap OOtween the (J~mrenit and desired .cqpaliJi lities,an .Il o@n;izc.il.tion soo~1d not f'leces..'S!lIrlly tly to !bridge l~at gap byitsel[ 1ihet'e-~ire Ulalio/ ,differeli'lt: de!i\1ery strrat.egie$ trun can be lJiSeclc lEach Or'll; ~<15, ~OW!i'l ~. 01 oov,antages and

InsDl.I'cin!=j

Thi~~rooch r,e,ies.on util izi1~ interl'l3l crqanizatienel resources In the deslqn dE'fefop~nt, transltkn, rretr-tenarce. ~raticn <f1dfor Sl.lplX)rt: of iii new, dlarqad Cf ~~ sEWice.s or data centre opsrOltions

Outsourcirt;l

TIi~ .approo::h urti IIIZ€s the resources of an external ,organization or organi;;:ations. in a fc~rn<l wr!:'inganentto pr.wide a ",...",II·deflned porrlon of a ser.'ice'~ desl<]n, dsver,opmf!nt, rna intenance, cpf!ratioos .ilmtGf SlJpp;Jril:. This mdudss the coosurnption of ser v ices fran Ap;pl~ation Service Pro..tllers [.ASPs} described below

Co-so!Jn::ir.g

Ofo.::n a combir>::tion of irt3oLrloCing <¥1d o!Jtso!JClng. !bing a rurrlber of outswrcing orga!)iz~{i(:(!s w:)rkirg wgetl'ie! to cc-souce k-ey e'ernems within thE? lif€'(yt: IE?, TIl is g&nerailly ..vi II invo!JI,Jf' IJs'f!J a mrnbpf of ffi(tprna~ (lrg~ni7;jt~(ln, wrn1< ifOJ t(lg>thEf to ue-sigll, ~ru,p, lra1~iLilJl\, rrl:lirllar'l, up;:!rat02 ,alld/or SUPPDrt_ a purtkri of <l service

Formal alT.3nge~nts bet\!oieen h'IO C'f rrore organ lzstlons to 'NOm (ogethEf to design, dBfellop, trarslnon, maintain, operate ardiorsl+P0rt IT service(s). Tl'e fO(JJs helle terds to be on strategic partrerships thar 1E"fE'F<t;Je critical expertise Cf msrket Dpp8rturiities

Ttl? ioc!e(l$ rP] tJEord of reloc~tf[,!g entire bl.lbihes£ rLO(cions· l.I.Sirg fur~ I <lrr<1rP]errll?nts betv.-eerJ orgarization5 \..nere one orqartzatlcn ~s and m<flages tbe other organizoniO'1' g £'nti[E? h.isrress rroce~s(i?s} ~ fl$1ction(s} in a lew-cost locatIOn, (-ornm::m !trilr'f!ples· are acc.ountl rig,. 1),;111'011 ar:,j cillll~elij'eOPeratlm$

"WlicBti01 service f::rovi5ion (ASP)

Involves formal arrangenents with frI A'::P organization that will provide shared (Cfrrifter-ba~d SN\;V,5 to (i_jstom:or~!!i2alic..(J5. O~'!i?r a ~~twort pWi<et~ors offered in t1 i'; way al'f atso sometirres refecred to as "on-demand safooare/~plicatiGm.'.ThfOu~ ASPs tle complexities did com of sich shared sofrware (<¥! be redocedard PfOJ~iK:I to Cf'g3nizatiws that wUlki othefWlse rot justify ne irl!l'l?-Strfil?!1{

';:ncrwledge process OJtsoLJcing {KPO}

Tbe newest b"n of .aut9:)Jrcirg, KPO is a step ahead of BPG (1 one respect. k!PO organizatiCflS. provide donain-brued rxoc,esses and business €'.xpertise rather thm jus,t precess -expertis!? Jr}j rE'QJifl? ~j.\arx:ed ~alyti(Jlard special ize-li skil~ frcrn th2 outsourcirrg ofganization

\_- )

~r tihe yemrs,organiizationtS' rr irl!fraS1in.OCI!~rr~ Ihave ~fTIW\tl~1'l<I dil1!'!JelQ~, !!lind Ulie:re tn<ly l'iiOt: alMi'ays, boea cle,<liF p&ctu~ of ~U~Ii1~sel";il~ cl!,J.fli1elmty being lp~O'i;'kied o:r the' aJ;s,~(lrner~of e<l~h servflce" 1norder tQ e~b~lsh an ocol.mME! pkJ!ILJf@, It l~ ~~DIlfjm~ndoo that an i'Ii SBI'\I'[.QE! P'ortfol,iio <COfltail'lin-q a ~rviiG@ Cat:a1iOQl.Ieis p~,odlll~Q.d aoo m<lJi nr~linedi to provide a central accu ri!ite set of inforrnaticn on alii services and to devellop a servicef()nl:~~rJ CLJlifl.lr4".

~rl lh~ prel~dling d"lilpl~r, Wid. b:lJm!:'d ubout Lh~ S~rvilul PortlFollio ilnd its ccmtitmmt eletiH~nts_ AflflorM~1 them is tha SetviiLe CaI8~cgue_

The objecl:i\J~ of Service Cata!logu ~ l\o\.amg~men11 ~~ to manage the ~nforrnatfiol1l col1lt3~nedl w~ilion the Service CiJJtilJlbg ue and to snsura that it ~5 accurate and raflacts the current deai Is, status, i l1Iterfac€s and dependencies of "III servicesthat sre C!€linq run or C!€linq preperedto ru 111 ~n the Ilive em~imrnmenrt

The Service C~tallo9lue provides business "'<lJIIJ~ as <lJ centrall sou ree of lnformaucn on the IT services delliveredl by the serviu~ provider or:Y'JI~i!l<.llliun.1ll1i:. eI"lM.He:. that <llill <lr~<l~ or the bus ille.ss G:In vi&w ill~ accurate, oonslstant pictu ra of the fir sewlc<:::;' rheir ,deita il:><Iind their 5tatu:~. It ooll1!tains a cu~ornElr-"fa(in;g view ()f tihe rr sE;'li'IOCes: im ~se." mow tMY are ili1it:ellded to 00 med,mhe bu~imeSO!l proo€'c~ses~hEr:l e!la'bi~,~rrd th~ ~~Is and qlJaili~of serv~e~IW' OlJswm~ ~n ~pecto( ~Ifl seNke.,

Service {~,t;jIJlogl,J:e MQruglgem~nt ac~iviti~ should include:

• ICie-fmitioll of thesewiee

• Pr,odudion and mail1itenilooe o~ <l'FI <lwlUrat:e SelrVire C:ataloglJll

• l'rwe-rl'~O*), detPefLde~ie~ ~rJd ot,;Q!'I~!stEnt;y betw"e~nthe S~n,I[C!! C~I09LJJe o;Ir!;d5elrvil;)e PortfoliQ

I. InJt:er~a,"e5 <lind d~pendelfl(;i~ Ibetw.eetfl! all 5>efVice5ahd supporting sMlice; witnintne!' Se,i\li,,~ Catar.oglllZ am theCMS

II :lrlftEn"fil()e!s ~!'ld d~PEn:d@!fI:cies Ib!!1!~elilJ all ~lces., ~I"id $IiJPp'(lrtlnQcl)m:pGnen~ ~li1d CoUIJfigl,Jration 'Items (as) witihil'l n11(2 S@fliic@ CaJt<lllogU1~ <lind m@ (MS,

When in,itiall'{ ,emnpl,et@d, the 5o@tvico@ Ca-talQq\.Ie may consist of a m<ltriix,. t<lJblle Qr spreadsheet, Many org~ni!;:atliol1l50 ilntegr<lJte and m<lJimain~helir Portfolio and r.8n1dhgLl~ ;'l~ r~t1T of fhp.~r nJ1S. Ry rl1'!fiin~n9 I"<lch :~!"N1in', <l~ ill (I and, where appropriate, relilluing these to form a ~rviG;;' hieral'clllY, tha m9arl~2ation is ablf11o· relate events sucl~ as Incidents <Ina RFC~ to the 5.eI'\<'ices oiff€odJ.ed, thus provid!ing tha basis for setv~ce monitoriin91 and reporting us~ng an intBgriJJtedl tool {B.g_ 'list or give· the number of lncidents affect~ng this particular seJ"1/~ce'), lit ~~ therefore essential that ch anges wQth~11I the Service Po·rtful~o and! Service C5Jtalloglue are 5ubj~d to the (hal1lge Manag,o:mcllft process.

The SelVic:e Cat<lJio9l11e can 011150 be used for other Serviice Management purposes (e,g,. fur performlnq ~ Business

1m part An<luy.~~~ (RIA) ~,~ p..:lrt of rT S!;>l'\.iiIC4" C .onf~IHJ~t'j

Pilmm ing, or <Is, a 8t:lrting place for redi 5\:ributilng wark!loadls, as part of C3pa.dty Mallagr2m~n1i:)_ The cost and effort Qf IPlr;OaulCingi .Ula mairrtafnllng. tfile' (..aI~Io9!~e., "",[till its lreloltiorv.sl)fp~ tt;lthe l.!ln.derrP,ll"nln~ tedrr'!otogy ()OOi'Ip~nE\t1Ils. Is:tmn,(fo.re easily juiStiflab<le. If dOM inoonj~naton with j:lfio~iHzatlon 'oh~ Bill." thEm ~ ~, P,O~b!e to @mlJ.r~ lJh;:llt the most Tmp,ofUlots@rvlce'S a~e oo~d first.

The Sef'M'lcE! rataIo9~@ li:ias tJ.'I.i'O .. ~~cts:

• Bl.lIsinlil55 SeMiilii! 'fiilt;alDO!JIiI~.: ,((mtailnling,cMilIils of all Dr~he IT ~k:~ deliv@red to the (U5!t(lm>fr,~(Jg@ther Vllitli1 re'latiol1si1ips 'tt{) the billsine5S l!Iniits and tire Oll51lfleS5 pt\Oce5Ses ~hat r,ely OifIJ tne 1fT .SlffVic~. TIllis I~ ~~Hil C:lt~to~rlfir\liew (lU~u~ Service (<ltalogill~

...-1... \_- )

.lKihmi~1I1 StlI"Ii!Kl"1iiI CilMaJlogllm:ooll1ta.inlingl details of all the iT .seirv~~.s. del~vE!rm ttl the custQm.er,toge~l1em wiltlll reloitiomn ips to~he ;5~ppollliln91 serv~es> snared servi(!e<s, tompon;e;rll~ <lind c~s. ifl~ce$Saryto· :SJl,jpport thil!' provlslol'i @f tl'll1i se!FVice t:othe bus:II1eJOs. lIihi~ ~holiM untlerpiiil ~he IBusiness SeliVice Catalog!Je;'!Ji'ld Inotfu:1ifrII part: of ~he· (~1t~Omt'lt \ii~,

inC! Ikey .actriviti[!'S within ili:e· Sl!rvi-tJE! C<tt.a!ogLll@ Matii~~mem process .sliiOUJldirtc!lijcle::

• Agreeingane! aOoC'~metii,tiifl9 a sernc.edelfirlition witih <til f·ele\ilant IPailies.

l!!!I Intelltacltng w~h SeliVice IPortf;olio I\oUaMgemel'lrt to, agree ~~ OOrftSlt'lJts Qf th~ Servilee !Po!ltfolio {l:nd Set\ltoe Uw.!Qglle

• PfQch'!'(;ing <:!nd Im~int;:lirlilflg ;:;I $erviQe Cab!ogl.l:e ~llld its mn~~nt5, in C]JJlij'lJli'IllJi:ian with 1Jhe Service IPmtfolio'

FigiCU'il!' .5.2 Si!rvi~ CaMwg.a.ie ·W'ements the 502,rvim Catalogu@

BUsiness. P'rio=l

Servk:e Desigrl - building 5tr1JCtur~1 ser .... ice irneg'i'ty I 51

• lifltE~.cilng with m,e. busnness and IT 5~rvl:Ge (b:ntiJlijity Mana9~men~ on~hE! depenclendes.of bJ!Surness units and tileir IbYsin,es~ precesses with the 5~P,portltii9 11 $ervic·~~ .contained witihin ~he IBl.I51ne~ SeMC"E COita~g~e

• h:rt:e~CI(il!"!g with Sl,Ippoift t:e~~, SlUpPli~F$ jjlnd C:onl'igurOlt~ol) MOlrl!agem;ltlt on ~rrtefrf;ace~ ;and deipeifLdeifldes bei'-weelfl liT 5lelVice's. and tine :s~wol1it'ig ~rvi<OO5. ffimponel"ltS and 'Cis GQl'I'taiMd Wl!1ihin ~he WedtniCail S~rv[c~ Ca,ta!OglUIil

• [rw~rf,;u:lngl with BlISeiness ReIl1litionship M:an~~rnE!nt !lifld Service [Level M~linO'llgemet'l~ to emur~ '~hat~he [TIf~rrmaUor! i~ O!lig:r1Iecl~o 1f;!e b!.!iSir!e$~ .• md l;!~i!1e~ prot::ess"

The S@r .... k@ C3t.J~a.gllJ:@forrr1iS: an int:E!gr.lJ1 pan oI'1ih@ overall Sef\iite Portlb.!Ibl!no is a key, O,l'storner-fadng vt~ of the "'l1ll"!.li~e'.s.on offetr. ~t estEitili!1I1i?5 rhee'.'o1pec.tatiorTIs or ,,'atue and ipo!lffi1:ial tina!: eustamers carl e{lqpeot nwom their m

EkJslfle~s PIfOt;e$S 2:

Hmlnef1S ~~~

~lJppi.lrt SBNices

..-1... \_- )

5.2 I SeJ"Ace Desigrl - building 5Dructural se:rvk:e irltegr,ity

sefviGe pro!;'[der{s}. The s.ervi-oo Des,ign ,mre lPi.lDli~tiQn oolilil:ai~r'i5 d~iled gi:JIicial'lCE on. time CCiflstruction end m<iinagement ot OJ Service (atal~u:e.

Service lLevel M~n8Jgerfient(SUW~ l'Ieg()tia~&.s~ agre~s .8Jl'ld OOCIlUTIient; ap,p:ro,ptfla~elr sernCf: 'targets with I~~ntatj:ve-:> of tihe lblJ!S1n~t aM 'lihen monitor.> an<i Iprodu:Oe:5 repotts on the SeMcl:l PlfO'Jlder'~@jbllity to deHlrer !!he agreed lev:el of SeMC);1l. SILM Is a Vital prooess for i1fiIElry 'rTSelVloo IPro!!lide~ Q!ig~ni,atrQI'! ~n tlhat it i> ~sP,(ll!iSlble for agreeing and ,dQCI:'H'ner!rtlng~lYlce ~eltOlirgets a!ltd lr~pansilb!litiE!:5 witli1in SElrvIGE!·IL@¥@1 Agr@@mr!ln~s (SlAs) ,arnd SeliVice i!.e'vel Req~~~mentr (51R~), for every ~(;~ivlty withi!'! 'IT. If l!he5etal'~l~t5 are aippropdare and aiG(!IJ~'ililely lreflea thl! requirements of the iIJUl5ine~~dtt€n the .5iervilce de!ive~fj by the Sil!fllic'e IP,mvideis 'Will <'Ilig,n wit~ DlIsiness r,~uir!l?meiFlt; and mee:tlrne e(!;1pectaition5. o~ '!hE!: cWi5tOm81'$ snd users in term:> ,0( tEi1rvice (gtJ.dity. lif 't:he tat'ge~ a~e flat .aligned with bllsiness nseda 1!rneli'l Serv~e Ij),rovieier

.. ctlvitie~ ·~nd servjoe level:> wEll not be OIII'fIrJed with ollsllle.SS eJ<poctatioll:S;md pro~lems will deveh:)p.

The SLA is ,effur;~r'le~ i;l Ie:omi Gf~!i>S!~~~n(e or w!l'!!ia!1ly with ~,ega'Flj t:Q~I1e' t:evel of se!J"!.'i~~ qll~lity delivered by lhe Sel'llla! PrnIllEci@r for @arn of ~hE! SE!wic@~ dE!11v€!~'oo to tih@! bl,1!~in~~. ThI1l suecsss o~ SlLfII1. is: ve.y ,cte;pe,u;ient Or! tlil..e' quality .of the Satvire iPQrffi::;lio ,and fue Serrvlc€! Catah}~!lJe lImlthei~ OOlilitf!l!'Its,. because tihey !provide the lneces<5ow,Y ~l'Irorlfnat[Qnon the ~Ni«'sOO be managed with in"! tme S!IJ\!\ prooIllS5"

.. Define, oo~~ment, aogrree; roo~i~Of;. meOllS!)IIFe, feiPo:rl.and ~,~~ ~11@! lewlof rr $E1lNic@~ provided

• iP1Fovide and im;PI'O'!redle' rel~ion5hip and OOmifilnricat1orli wi'!:Ili the business aM ,c~~tomE\rs Iii IErrfiu~ethat :spedflc and me'a$wm.ab~ tBTgets are dw.eI0~d~of' all ,If :selfvices

I. Mo:nit:or and 'impf'9'1le Cl.liStollilerr :iMiilfa.dio:n V!Ii~htle q~alrty of .seMcede-liverred

iii IErn!U re tlh<!t IT and the ·alstorner::; ha,ve a !CleaF tlliKi 1~I1i~mblgl,1!(}l,I~ e..)!j~t~tjOfl m the level of ~icetQ be dr;!Ii'y'ei~d

I. IEmme uha! plOil.dive meil8Uil'e.S, tOo nmpr'c",,~ tne F.e'!;'els of 5efVioo ~liverOO1lre imp~mented 'WItere:\iet it ii> (ost:-jl[j~ifiab~ to do, so,

The! key' adivit1es \lllithilfl tlile S'1J\!1 process. riholJ!ld incltide; II !i)ete~~i!'l~, negotl~~e. aowrrleitIt arid <'!g~e 1ie<!lUir:~mel1t!l~ol' new or dh~nged SeMce!1 in SI!JR~. and m~m.gE! arid re\i'~'W them~hrol!l!gh W~ Ser.ri~ I!Ji@QI'(h~ inw' S~, fur 'oper;)ltionoal services

• Monitor and m~:>u~e sel"!.!'~e lpeoorma;nce aclili€Vements of all CI~r<'ltkl'nal 5eNic~ <lg<I irntt:<lr.gets within SI!.As

III (olla~e." meaSl!We and Improve' ,mstomer :!latisf<lctio.n

• P~odl,1lce ~lVi~ r~pOirts;

• ColfirlUiC[ s~t\I~~ Ir!Ni~W <ina ihSjtiga~ iiTIp:ftJi!l~m;flllts Witlililii (lifl Q\.'eram Ser'\r'~e 'Impruvement PrograilTlllle/iPlari (SJIP')

• !Review <and Ire'Illse Sl..l\s,,~rvlce ~ope ot.J\.:s,. oont'rac:ts ,ami Olny o1hE!~ und:erpllF'lrrllng ,agr@@ffiE!n~S

• ~~pa,nd caOO!Jm~n'.t. m.ntacl$ and ,rffiatialls.hips with '~hE blLl,sines.s, rn'i'Mi'TtEir5 Oind staJk..sliolcie-.rs

• DeveIQ,p, mair!~r! olrid oper~ pro(;~d~~~ fur logging.. a.ctiO:lling and FE!s:oi'lll;).g1!l1l ~oll'!pl~~ntf" o.'Iod fur 'OOO~rig ~n:d distribiutlngoompliments.

• Log.and m[jnage all oomplanl1tl!. and oompliment;;

• Provide ~1l,ei)iPPro~ri .. te- m~flogement anrforr~lltkllil m <l~d1 perfQrtrI@t'lr,;e management .OIl'lcl dl~mQr'lS!!r"'le~e-rv~e <ldhBE!V€!lnr!nt

• M.alteav.ail;ilile aM m'o'lililt.aih lIJ~t();o.t!ate SLM (iQ';:lJJIlem!t templates and s(1lmtweis.

Service De5!grl- building structuT1i'!1 seNice integr.'(y I 53

EMir1ess ~es.s

Derermll'lie.;

dCCi.!metilt &: ~gfEe r'eql.l'irement$ fl):f new w['J!i~ SI.R5 /1I1T11;1~:e SIh

Devel~ COl1l!aW ,is< reIa1i:tomhiips, record &: IiIlIUll<l~ ~Qn;:pl<¥ijj!~ & 'ol):m:piirnetlli;

- -

Bl.Isilne1$ ilnit I!i

B!.I!!iirness Pn;!!;E~~

C-mal!Ct SIN!IiGIJ! ff!",iew 8 .. ~lti'I~ttgaU! impr'C-IIeiTIEliI!!S wilh.in ~T!~all$!P

Sel\'iCe l'lepoi1s

LQiiillro.. IlfIMSlIm 8. im,pJ.O'!.!\~ (J.Jstornet ~i~f.!~

ReV,iew e. I'@\!\is@ SL.i\s. ~ic-e

~~ & unde.plr1niirogl ,agreement:>

II S1M~

Docl.tln(!f'~ ~~n.d~:II!d:; 8, !:e~I~

Assist 'w.ilii tliie Ser;,rj~ (.;!!!ilbgru~

&i ~ir1lt~ii~ .:jQt:;~~n1; ternpl:ate5,

S€i1Vie-1! CatarogUf!'

:JI

54 I Servke Des'gtl - bulld'J'lg strU(:fural rewice Irn.egri(y

lliler,e are <II m.U'TIibe.rQ.'f IPtJ1tellilti<liloptions,. ilfli;;ludirug~he ro!lowin.g.

II SeF!;\i~I~:5LA

lihi~ Is wh!T!l..re,";ln SLAcO'!lei!'S OIW ~Ice {orr allt~e c!IJ:stmT1l@r5 oBhat ~ic@ - for e;.:<I~pI€!,o .an 5I..A may lo@ O!1;t<lMislhli!d for an organization':!; @.omail s.ervice'.

oo ..... :ering ~II of the (Cl,lIstom.,er:s; of that S12'rvioo_ Wlwre cornroon I~!s ,of 5~F\i'i~e a~,~ IPID""id~d across ,a~! areas of the b!IJsilni£51S, e.g •. e-mail or telepihony, nile SE!rYiC"ebaG~d SlJI. can be an effi(imt appr,oa<:~ to tiiSe, M~!tip!@. classEs,of SE',tvi[,~, 'E,g,.go!d, silvE!F Ciild bron~E!, t"il1i1 ",1;\iQ ~~ used to ill(:rea3e '~'he eH&ti\i'ene~1l ()f ser\liGe-b~ed SI!J\s.

Ii Cus,t:om;e;l"based s!1A

lhjs i~ ilIna1.J~OOfli1e~t with g!fj il!'l!di'!;'idu;;!! ,!JiStome~ group ("O".'"e!ring al!~he :sellvices: they use. Far e%amph~, agreements rna}' be' reached wi~lhillri O(I'gal'lizatior...-i> fi'l''1Oinredejpa rilmEnt toverilflg. 51ly~ tl\ie fiih<lnrer;Y5,tem,. tin@ atro~l'I'ting' ~y~tem" tine payirnll .s,y.s,tEm,. ~ne billing ~¥Et€m, ~he IPro~~~e:ment sy:5Mi'r1I., EiUid any othefli sy:;~emi5lhattney usa, (llJl~tQmer.> ofil!elfl prefer ~lliClh <lin agreement, 3:5, .all o~· ~neir r'e<:i'!..IlIemeiilts ,<lFecO'Io'ered in a ~~!fjgle ,d(lOI,lM!lir!t '(My Olf!~ s!gl"!<liW1i'Y" is IrlO!'I'!i'!<!lly Ir'i!q~~red" whim simplW'J\e.s 1i!h~ 1:S~l!Ie.

• Muhi·Ieve:1 :5b_A

Som~ mg<'lilizatiolils Iha.Y@ clhmellito ,a:dQpt <I m~lti-!evei SILA. structu Fe" ro!' e>:.<'Imple, a~nrE~-I.ay« stlitlCi:l1re ,tiS toIIOW':s:

" (Q~PQJ<lIte r,eve~ ,coil.ffloringall tIl1e- ge-r'leric SIIJIj i:>~\.I'eS ap'lPr~prr~~e too every M~orner th:rol1.!~hol!!l~ the m'9aJniz'atlon. lrte'se issues a~e lilk€!ly to 00 less \1o,!<rt!le, SiQ !1JIpdates ar,e I@~ fr-eqlW@ntly lreq'Utred

.. (1;,J~1'omer leve!~ ooverrllFlQ' :[jill SiLM lssues refevam tQ ~h.e p,art!cl,IJla'rcuiS4:omerr grol;,J;P orr Ibu!Sin.e~ 1;,J111~; I'@ga~dI~ ali' th@ S@M(€! Ib@lllg usad

'. :5ePo'ibe level: 'llovelilflg ali Sll.M1i3sue-~ iIeIev<lnil: to the :s~i'fie S8tv[e,e" in retortion to <I. :S:PeCi!ic customer g~oU,p (0Ine for eadl service covered Ibythe s!LA~.

line wording of:5l.At ~~oll1ld be dear anci (o:ncise ,and i~ M. room ~Oi" <.lm6;l~lJlity-n1.ere !s InQirIT!OII~y n;o need f~r .ag~oomeflltll to be ooucWledlrl le,gal terminology. and ,pl~ill lilInog!!.lag.e' illd~ i! common !,I~d@rs~ndi~. 'tl~ ofi~n he!pful ~u h,;l~<ln!rndetpende~~ Iper.ooWl, who, [h .. ~ n.-ol been imrol\1€!d withtlil@ dirafttngl to do <I fiml reilid-thiroulglh_ This ~en 1!!lI'QW~ up poterrtr~1 o)'Imbir9~iti~s ;;md diffiQI,IWies· that c<ln then [be ,addressed and dariHed.lFm this lreason ,alone". it is irecolnlnBndii!d fuai! all Sn..A;; col'ltainll '9 laissary, defining anyterm5 and IPifoi!lidilflg c!arity for alflY af5'l;; or ambiguity.

5,,'1.,' Sell'ViicE!' Leve:1 RequireliI'U!rill!!

Thi:!l Is o:ne o~ tWit! €a~llest ,octlvitles w~thlrn tJ-"Ie Sewice De<s!gn Mage Q~ the 5o;!rv!~ !Life0'cie, 'O!Ii;()E! too Se'Ni:()e cata!oo~we has beef! produced OIi11d the Sl!J'.5~wcture ~ a s bE!ein <lgF@@d, <I, firs,t .stiR. must ~ dlr.iliw .. lit is <lcM:s;abl.e to inlJqlvecus'tQmers.fu:im, the outset but ~.t~er thgn ,gQir~g <llollg VIli~h a blan!k 51h:~t to stan v;rith, it may be better to prodtu~ <I fiE"li~ Olltli'ru~ dRift of nile p@riDrmanc~ targ@it5, ~nd the frlI<i'nagement. <Ind. Qpe~at1ooollreql!lirement:5, as <I startl,ng point tor more d~tailed and in-depth di5Cl!li~siC!n. !Ele o:::<1r,eflil. th()lig~\ not togo IiO@ 'Fair' ,and ,8\ppear 'to !b6l IPresellitilflg the ousto:rner \!'!Ii~n .aJ fait OIicoompli.

It c@nn()l be O"\Ier:stressed Ihow d lm.c~lt thl:s aotivily ,of deteITr1lnnili'lg the! initial targetscfoF incluLs~on wi~h an SUi er SlJI\ ~. All of 1h~ other PrJQt;~~es lru;!ed~o be oorti:lI;,Jl~~dlor 1he!~ op!rnron on wh;i;t <Ire rea!istictafgleits .~~~ @n lbe adll~scI, such <IS 'Indd@1'It M,am9@ni'I@m oninc1chmt ~~g~" The C4l:p~dty ~C!d A\rolil~bi lity Mcm~~!Tl!~li'It IProffiSse<s wi!1 be of pall;1tiCUIlar viil!IJ:~ ~Ild,e,termining ap,prolP~Fate s(ll"!.!'ilJe avaiiabi lit)' ,and p€ri'orm"m,.e tlJrgets.

...-1... \_- )

·:5."1.2, Monitorlili'lg s~rvj(~ Ilevell perroflman1c@' INotJllnng :ihouki bE! itncluded in ,m 8LA m"lIE!5.'S. it can be clfuctiv@~ mOIil!~ored and 1T'If!i1:Sured at <I !JommQniy agreed poilflt~ Th.e importanc,eof this Gaif'lno( be crverstre-ssoo" as i~du5ion o~ lOOms tn~tGatu]ot be eff-et:liw~ frl(wlitored Oilmmt alwa~{s re~lt3 i~l ,di:>pm~ and ev:elituM 10>'>:;; of tlli~n iril~he :5lM prooess,. A lo,t ·of organirntion:; Iha.ve di5(i0~ thistliJe nam way <tJna as <l IrE!s~it have absorbed heavy costs, balm 'in atinan-cial sensa <'13 well ,M In terms of n&gi1itlve im:pactil. em their (!\edibility.

II~ ~ es~!ltiO!I ~l'iat· mQ~itor~!'lg mat:che s thecU~Ofliler'1l tnlle IP@~Cl!pt1(jn of 1iil@ SE!MCI!_ UlilfOIitlJ]l;rtely~hisis oft:~n 1Jf!~ diffi~l.dt 10 ~hiev~_ Few e-~mple. mon~ort"g ofindividl.il,;!iI !Jompon:~nt5. such as the .-.etw(]lrl:: m ~l\I'€ir, does not guarantee 1in<tt tih@5'm'ice win be .J\I',ai!.Jble SQ' far .<lS, tihH~ CUs,foma is. cOfl)cerrled. Wl1ere multiple St\Mces, atE! dieliVere.d. to asiifliglEl warksttatian, it: is probabiy mot~ ,ei'l'eeJtve to lrll!oorrd .on~ ,dO'llmHrmil' agairt!St th~ se-Moe th~ tise;r was trying to access ,'It: tf'J;e tim.e' {though tlh i$ Ineetis to. be <l9 re~ withtlhe rni5tom~r5)"

flhelletiFe .8 n:umoor of Impolrt<!lilit tt'l'ft ~~:>ue3 that ainn~t be mO!'l@ro<!d by mechanirAf.c: O~ pro~d~ral mear!l~ ~l.Wch as (!!,JiS'tome~' {)V~rall feEliml!i]~ (the'se need not n,oce5~arily matdh thE! htJreJ rnol'litming}_ Fal" @<xarnple, @\l8Tl wh~1'l 1iher~ h<l~~ beeru a number of rep0l1i:oo sen.ilc.e failure~, customers may still feel positilve abo lit things, beceuse they may fOJ::1 sali:isfiic:clthat ~ppropri<JJtc actlons arc bel IlIg ~~kffi to irnprove thilngs. Of course.jhe cpposite may apply, and customers may feel di5:;;~til>!fiedl with 50nn€ i15SU~5 {~,g, the manner of some '5~alf on the Service De5k) wfllp.n fp.w or no S,I.A mrgf>TI:: hAI!.lP. bp.f>n brokan,

From the outset, it its wis~ to 111)1 to m2lnagO! customers' !?xpe.ct:mfon:s. Th~$ means setting p~()per E'Xpea.atilon5llnd ,1lP~""GpNloa Ul!~~. ~nlhefir~t plolCeo,. @nd IPutting a sY$tem<l1i~ pt'C>Ce:Ss I~ place' to In~nilge e\l1Pec~tioi'l:>golt'!g rof1llolard, .as satis1lao:iol"l- pE!ra!ptian - @>)J)p02ctatllOI'l (whel'2 ~zero, .(;if" posi~i~ S~Qre jndic~lte~·~ ~tisfj'1ld cillistom@r~

Service De5igrl- building S1iuctuT1i'!1 seNice integr:ty 5S

SIIJ\5 are jll5tdowifIleirm. <l~d In th~m!Se~ve5do lnot mat:!1ria!uyal~8rtn.e ,quality ,afs;eNi"El' bE!:ilh9' provided (1haugh they may <ll'reo::t: benOlv!our ,[!j'lld h,e~p engeru:ier an OIp\pro;priaOO service Ii:lIltil.life, whidh cam lfI.miean illllmecii8!te benefidOilleleoet and mak-e ~ongeNellmlmproveme:tl~ pO;\1~bl€'), A deg~ee (If' lPi;lt!~f;)(le ls t~eref'o.re neoof¥d ~I'!d should be b~ilt into expectrl.tlions.

S.7.3 Key Iperionnalli'lCe indic:artoH

Key pE!llonmIliGE!in:dic?itm.~ (KPUs) and memes ,".3irn 00 used to jiudge nne efficiency <lrnd ~E!:cti'!J@ln€~ oftliTie 5iLM activities and ·the prQg ress ·01' tITre SIP, 1i'hes~ metric!; 5ilO'L!td be d~!opoo 'oom~h@ service, aLlSit.o.m.er and business pers~~ti~ flfld il~W!ij!d roverr b~l11 !lubje<ctiv:e "nld O:bjeetive meiiiu rem~nts lluo(]n as the follO\l'lJing.

I. O'bJ~ctfve!

'. INumlber or perwrrt~g:e of serfice ~rg~t~ b~ilflg, !iTl!et '. INiumbt~r and SE!lo'efity afservire breeches

'. INumber of services wiilh up-to-date S!LA:s,

'. INum1b€!r of s€!wices witih tim€!ly Ireport:s.1Iirld lIctiv€!

SElMte FevieVt.i'5

• Su'b~fiv;eo.:

., Ilm~r~ent~ iri C!Lli5tIDmer s<ltl~f<\I;crt0!n ..

IPr,aclisilog gLJ\!'j c;lfl <lwleve ~ I'!ig~ nt"lIst facwr be'tween the bm~ness and ths ~rJia!' pro'l~dlf!r_ ~t establishes a pattarn of qjl.m miry and s~rvi'C~ rnanaqarnant practkas, demonstrated throug h reportin 9 a nd ~nteracbiOrll If<'lith the customer over ti nne, that ca n i IlIstlil a sense of trust and expectstlon from the bU:5Dne~:5, which in tum enqenders lo~-alty, f\b service provider shoulldl lmdlere5~imat~ how important SLM ls, Tha Servilce D~5rgn eors publllGltlicm oftFe·rs d~taDled gu~d<lm:e ln SLM_

S:.S· CAJPACIIT'Ii MANAGEMENT

C~padty Mana~eM is", p;r'QQess ~na,tedefi(j:5,acro505 the:

Service: lLi~cyc!e. A k:ey s~c~.ess factor in mlia.ging capadty is emurln,g It: ~con:jlde;red dlllr1ngtoo Servooe

...-1... \_- )

56 I Servke Des'gfi - bullct'J'lg strucwral feIYiceintegri(y

Design ~.tiilge. ~t isror tlili:; reaSOlf'l that 'the Capacity Mamg~ment Plm~e:sr; is iniludgJ in this book. Capacity MflMgelm,ent I~ ~l!IjJ!P0rt~d ili'lltt.al~ lin SeMOll' Str~m' wlmere tlil.e oelecisioll501Jld OIiflalysis of bUsilfLEo£5 requiremeIYt5, and (l,l!S;lQm~r 'o~o:mes:ir!fh,Jet'!cil1gl the developmet'l~ of p;l.t1tems of Ib~i"e~ <lct!vity ~P~), i~wi$ Qr serviOJl(LOS} and seMce leve~ ~rnages, CSlLPs~ are Identilfied, nl~.S IPro!!,l'i:d~~~ne predictive- ~fld Q!\lgo~ng c~:p~ityind'iglOr.i It'!eeded~o a 11~n~OlP'l~iWw dem'l't1!d, An ~mPcI~of I:! ~o:mPO(l;@\r:r!:-b<lis€!cI SUP is i![usJtJ.a.tsc! ill 1Fi;gIjNl! ,5.4 ..

Capacit,y Milrngemellit elTls~uE!s,~hi31t tln€' G3lpacityancl IPE!OOrma;nce ohrn~ IT ,5€!fVires and5Y5.tems matdh the e"iolving, ,[!gre,~ demaJncisoHM ~iJt>ine;:> ilfl 'tlile mMt:

(mt:~ffe.;;tjve aoo timely ill<lrlifleli'. !capa~ilY Miaf'l~geme.1'it is E':Soontialty a bali3incimlg act:

II! Balancing ()05t5; aga iifl<St: resou rees [rueeded: tlhe need to ens~lre that: [pfooes5ing~ Ca:pacity thM. i5 purclilased is n(l1; ot'! iy oos.t"]U1~Mbie Tn te~rnIi>O; Q~l:>II!e:s~ noo<!, but <11,90 m<tik_es,~h~' Imostefficient: IU:iIe' of those re;ml~ce~

• Balancing .supply .;J,'1:jai.mt d~!'fli;!nd.: thellwQ toef1!~ure thai! the avai!ablf' 9~pply of IllproC:~5ing po't"'~r matches the demends madeon i~ Iby the b~sin:e:sli, Iboth [now .and in '~he ~ijt~jr\;; it may else be ne~~<lry to manage or ilr19[w~fIi[,e the cmmaifla ~lJr a p;3rticula.t rssouree,

o"="

The ooJe<:::tive:> of Capatitv MarJiagemoot OIr'etQ:

• ProolJ)(je and maintain 0'11'1 :mpproP'"tla'(e' and ulp"lO<la~e!

Cil:Pilcity IPI<lIfl, \Mhicli'! reffe(tS the C~r,rent l1!!illd ~~ture rreed5. mUte DlIsines5

• PKI'lideacivice1lilld g~id.;m~E! to lI!lothe:r <i1'lB1lS of ~hE! business <lind fron all capal!:lty- and ~rf,mrn'lIill~E!' fela~ is~l.Ies

• EMlIre ttt.al SeM{:e' peifolfiYlan01l' ad'i,levemel'lltll meet m exued .all of th~ir~9reed lPerformancetan-ge1:-s, Iby managiill.g tihe performance andcall<lcityof both %'f\lr(j~~. <!nd ~~Ol!!'O~~

• A§i~t wIlih lltl@ dia.gnmis and 1rl§!9J!l!JtlOI"I of perfcmmi.;1I1Qe- and upg;city-:rela~d inc[dents; arid problems

III A~'Se;ss the impadot.alldruanges ~n~he Capacity Plr!'!l. <lina the perf()rman>ce aniiJea:pacity ()~ 11!!~5eM~ and fieS~l!~~es.

• ElilslliIfE!that P:I'!J<lotivE! lmeaSIUl~es to imprO\f@ th~ peritmm<lll()l! of .~ervdQil~ ar-e implemen~oo whe~ev·er it is w5t-jIlJ5tifiabl~ to do so.

1Iih~ CaP<lcity l\!\afi\;lgemetllt prQCillSS 5Mtilld illiClud~:

• Mon,itOfing lP~m.elfms of business acclivity .md servic:e· le...ei IPIii'rl5bough pelifiorrma'nce, Uitiiizatiorl aM ~hrP'Ll!gh~l.!!t ~r IT ~rvi~ OIod lihe ~,rppo:rti!flg infifastrllctiUre, env·ir,oome:ntal, data arl~ applications OO!fi~P,Gri~!1tS ,;inc! the prOOl,J!Ctlonof f@gul~~ ~~d~d Ihoc reP,Q~s Orl~i()~ ~lfId OOIi!i!r;l'Of!eiFilt capaeity ~nd perfo~m-an()e

• Uill&:-rt~kiillg tuniiflg act~""itteiil to mal);e~he most ~fficieiflt UlSe of .E1(istit'l9 ,if reSOUlt·'Qf$

Ii Unoo~rlidh19 the agreed QuW,fl'lilandfuture demands being m~d~ Iby the aJS101m~r fOT Iilf lreSQI,JJ~· and ~rodycjng f(l~ocast~tGrfulil!l~e Jeql,ll!remen~s

• EntlllJ:e\fl(]lilg dE!ma;nd ffilliila.gem@lilt, perhsps ilil OOf!1jlHilctioill With lFilii <liIlo;::ia I Manayeme-nt

Set"llice Des"gn - building structural service irnegr)y I 57'

• Producing.~ CapM:iry PI<lill~hat eillables tn,e SeN~e ProvideJ ·10, rontiiflu:eto pt.Ol.!ide~elYiCf$ of~he qilIality ·d~tln~ In SIJI$ and vmt oJ'vers a :jLlffi~lel'lt: planlhing timerr.ame 'll) meet rutilJre selliVic:e levels required as :defi~ In the SeMce lPortlbUo OInd 9LRs

• Assisl1alil.l2~ with the idmtifiGltion anel nEsoittlltion. of amy inckl@f1ts and Pmb!E!m'il!iSOCrB~l>.d with S81"11tuE! or OOm;poneiflit ~t1biTIilaM~

• The ptooidtfve Improveimeri!t ,of :!1e'iV©e or oornP'Ul'lent ~rl'Qml~m;OO wmettever it ls oost-jlj$tifiOlible and lfIIleet5 th~ t1eed:s Q~ the ibUsllil,es;s"

Tille e~elineint:;. of C:OIP~ctity M<lnag:ement Olre lillllstlrated in IFigl.lr@ 5.5.

5.,8.1 Busine5<s Capaciity Management Th155ub-p'f'I:I;[€-55 t~am;rates b~s.iIil5:'ii. If"IE.!'eds. amj pralilt'i into lrequirements for seNe.:! and In!"' i.rdtaS'l:Jructl!lre, etl:>iJrifi9 tll<lt the filtlllre DtlS[neS5 requtrE!menJts for Ii 58'Nices .aJ~ qiiJ<m~ified, designed, plaJtWI.ed and im~I~~Tli!l<rjled in a tirrrlli!ly fashioi'll. This carl ~ .ilmieved by 'i.t.5ing~he ~fing (iMaoo ~'Cl:!lrrelnit i!ieSWrce !l,lIlll~n@n by tilE! v.;liril)y .. seMc~ and IFesoot'CEfSlio trend,forecast.,. model O!' prredl<lt fu~lJre lrequ:l~ments. fhe.se ·fLRIJ~·lr€lClul~efii'lel'lt~ (lori'1leftrortli tI'i;e Set\llce StVa1l~ and 5@;rvioo Politiooilo d~iling new proo;sses <I!f!d s-ervice reql!Ji]rErnen~, d'!~n,gesi.improv:etl);nl1;!> and <iflso 1ih@ gro'l.!Vtnifl1ihE! alliBady em.ti:1l9 SE!r'!JII!:@'!i.

5.,8~2 Service Capacity MamClig;,e.melllt

l1hE! fOOiJs of thls :sub-pr'O[e~ is ·the m;3inagem~ifit·, 000001 and pred1dioilof tine encioto"end poerfurnnaruce aM capacity of the ~i\le, ·operational If servlGes ws<lge and W(lrkio@d~;_ I~ er!tlwr~ lh~t *~ Ii~IT(mnar!itJe @f~i! :service$, as detailed rn ~eMce targe,t3 within SIJ\.~ and S1LRs,. ~s !n'i.(mil()~ed and m~tired, .and ~hal (he· collect.ed d~tOl! is !!'eoorded, <l!"!<11iysed <iF:ld report:ed. Wh~~ve~ 1"!«l~!4lry, w;lro-<lo;l~e <I!I'!Q Ife<!lo;li'/e <lol;!!iO!) shQfi,Jlld be I~tigated,.lo' eJ1lSl!Jlre tih~ tIMe I9'2rfurm~nce of ~II .s;~rv~es ~their agreed bU!~'ness t!lrgets. lihi~i~ p~fform~ by. s~aff with

,,-1.., \_- )

jcji'lo'Wlli:!dge oLalltfle ",[\fias of technology used in th~ dE!livery of end-to-end :s~lVice, and ottell in\ila!~'5 sBl1iking <!idvLIIle tirom the :i\~G<l1 i$l$ ifW\IJ~ved in lRe:)()tll'Ce Ctlpaciry Mamgem>ent. WhiZreve.r F>Os:sible" a~tClm~~ 'l.iln~oo!d3 shollild be: used ti!) mornagec ali oper8Jtian!:li1 servl!OOs to ellflGurethat 5itiU'atiQns wlii~re serVicelal'ge,tsare b:rea(ned Qrtffilreatfiiifleci are JaiPieily ic!~rltified aM C01:Hifecti'Yl? actioilis tQ f'OO!iJGIil ()~ a'l()[(I~ne~r potentia~imptICt implemerlteti.

5.8.3, 'CoMponent Capa.dty ,ManageMent

mil€! roO~IS: ill this; .s;ub~promss istihe mana:gsme:nt,co:rrtrol and pred~tioli) ohM- perio~m~nQe" !!,Jti~jz.;it~on Cind (;iiliP~it;.' of illdividlJlal liT t,echnalogv oomp[JIle;nlS. It ensures tlh.et ail mm~ponelfl.tswit!hf:n 1!he Ii imrastru:ct~~ thlJ~ havE! fiinite r,e5oorCe: a~ monitmed and mNi$~re,d, an!il '~hat~he colleGtEfd data is H:!GOrded., 'iIIla~ed snd r~ported, Againl, ViI,neifever po:;'Sible, a~to:mal~ ~h['E-_sh()ld:s £oo!!JJld be imple~Flted to lIliaWiage CII~ cib:m;POi'lents, to ,el'l:>'Ur,e- 'tli'lat !!it~a!tions 'wh.ere5eMCel' targets ~re' brea(ned OIl thre!l~ened by ootl"\fXi'ne~~ ~1S~e o~ perform<l1!r;r; ;,!!Ie r,~pkYly i.denUl'ied, oOll"!clCQ:S~~ff'\;~i'!l\e Olction$l'O re:;i1.J're OJ' avoid 'their jpotemitlil imp,actar€! implementEd,

1I1nere are many .~imilar aCil:Wit[~ tJhat <I're IPetifarliTlleQ by each of tn~ a!~ sub-,Pfoc.",.s~.' biUiti?acn 5uh-proresiS has a \l@ry diff'et'lllil1l f'Ocu~. Bi.!Isim~~.~1; (~P<ldty Maifl'a~mefllt is fooo:>ed ontMrurrelill <ll1idfu~lIre b~si'ne5S IreqWliremen.t$,. Whi~ Sef'otboe Cap,acity M@W!Olge:rflem ~. focu;:ed Or! the deJivery of th.e t'.Jo:iS!ting :setvioElsthat s~PPort tIi1:e bWl~iness, ~nd Go:mpo!'umJt Capacity M~n~gement i:!l 1b~Ili~ on. d~e ~T infrg~tl1\.il~1)yr~ th~ IllInde~pjli)i5~e~&e' provi~lr;m,

III iflhe ~Pi!rjjty Mi!n~gem;e!l!'t Irntlirmaliol!! :S~mI (eMIS): iholds,~flei nfurrn~iQfl needed by ail fllIb-iproceSS~s withiru Capacity Nlanagemf!.nt, ~m ~~m:ple,~he data l'honi~Qred and jj.olllZictm <IS IPMtof ~urre<llild Se,rvic:e Cap;adly Mana~miffilt: ls tiSOO !til

Business C~iEdty ManagelTlefitto, de,t8rfri1irt€' what illfIr.l5tiJm:~ure oom:pcllents or uP1lrrades, to eornponents <ire needed, <!ina when

• Th~ Capi1.(!ty pr .. ~: 'll!S100 by all arrea~ of the blli:slne:os and Ili milllagem.en1l a.ndls: acted en by tl\e mr SElrW<:.El Rrovid.er and ~Il!o~ m3r:!ag@f1iHlWlrot~11~or'r;f,iIfll~~iof! to;) pial"! thecapactty oh~ IT Imhs.nrlJ,J~ure, it lOll$() Pc'rovldl@s Ipli1i!"inlng, inplUt to m:ariY other aJ~S of IT {lnd ~~~ Ibusin.,ess, It ~()1'!~i!flS infQtmO!JtioOtli OI1'~~ Wnr1i!flt liJiSOige ·ot ~1V1()e"!I!dl 0001!P,OW!ie:tll~~nd p~ru, vQrthe dIE!'!J€!lop:m:@fIt of IT C<liPa:city to meet U1@ I1@!ld~ in tih€! g~h oflbotih e:xish!lg ~n.ii'ce ~nd .'I!'I}' agreed ne\!V 9!!JViices. The CapiM:ity 1P'la~ sholl~d ~ i3Jctili!<ely used a5 a oasis, of c!lKision-rni!lking. 1'00 orften CapalCity IPlarn iire Qr;eated ana never !re~red 'ro or used

• S:e:rvic;e Ipe!i'f(II(n'!anc:;e i!(If(lrm<!l~i'(l!i'l !'l!i'!d reiPa-:rtlS~ used! iJ,y trIilnyotliter IfJrCIGE-,Sse.il. For e'xamp!e,the capacity M!loogement pro~ @:s~sts ~f\I'i~ Lew.1 M~n~gem"w!!t wid'! ~h~ ~'ejp"'f1tl!l!g ;')00 lrevi~ng of service pe.rfomlaooe ilffiid the deve!apmf!.rIt of n.'!:!w SlJRs OJ dhanges ttl eKistin,g S!1.J\s. It also <l~i5!ts,tIhQ Financial IYjanilgement proreS5lby identi'fyi1fL9 ltiAiel'l mOfl~ lil~edI5'to IiJ.e OiIdgete<i for IT in~<l:Mruct!lre ~pgmdes, or t~~ [put'(h~~ of n!¥W ~o:m;Pi)n",w!u

• Worlkloild 1I1i1i1'ilyBis .ililild rn;p!Il!IIt:!i: used lby IT opoer.ations to, ssssss and impl@ml~nt ,cih.an9@S< in .mrnj!!Jmttell!'l w~ ,capacity Iif.lana9Eiilfie-:i1t to :.ctiMul.eOr :r'eHcJneo'l.!I!Ei vuiflen5l!1wire:s. or 'WOrkloads ,m~ run~ to ,e-:nsunethatthe moltt e~tiveil!l'Id effi.eierrt iUlse ls ifllade of tile

,a,\,I<!i l3JblIe IrefiolirwS

II Ad ih@~ gpO!!dity ",,,,d pe~~m ... !'!~ ~PIll!1$;!J!~ by ;jill ar~:s of 'Uip,:u';ity M;;Itna1)@ment ... 1fT ~rid the bl[l!simlSS te anillys~ and r@Sol'!,!@S;~N1,Q@ ~nd IP~IfuI1i!i1~n~ fissl!lle~

• foHlCoa!5;tS ,amd pr'@d!krirW! l~epOrts: ussd by all areas to .ali!3jy;s~ p~dict: <lnd forec~t particular b.JiSiness ,and U1I' sren.a!!'lC!:S and~heit pot,erltiai $olUl!:iO:h5,

• nUfesh~llds.i'llm.5i'1hd E!"EfflIt$,

...-1... \_- )

SelVi(e Design - building 5tru::tura! sevce in{egrity 159

f5uilI1il.K' ClrjlillllityMlr;nllgetnelil'l

ffe ... ie.YI.' 'ClIIIl'1N!ti'It ta~i1y ,~ peri'o:rmOlfl.:;e

~,I~~ CiJpi!dty Mi! IIl1UJI E1111.lmt

CCiJT1paln€llt CilP;lQity M .. ~emen~

'Cllpa!lit)o" MiJllilgl!!ment ~J$

Q1p~€o pei'fCilifriante re;port!;

Additional detai!eC .guidance can be bluf]g lnthe SePJice IDesiglfl publicatilarll,

.!S •. 9 AVAILABIUTY MlANAGEMENrr

Availability Mi3Inag€!ilTIE',nt is th~ window o~ .servic~ quality to a Ibusi~rlS Cl.iiS:tonilerr" A Servioe IPr'ovioor w~19 do!!!:> rIOt ,apply solid practices to AMant! wlflQ «lflr'loto,ffer reli<lble., M<'.Ible SElMa;: a\tailability will never Ihave <l custemer's !oyaity.

The obJ~c~ 01' Avail@bility Mi[1Ir:J~gement are to:

• produCE! and tmOlintai'n all OliPpmpri~ <Ifld ulp-lo-dafE!

Av,~ii~!bjjliity Fll~n 1h~ reflects the oummt ~nd fU!t'l.IIfe Heeds, of tilE' bllSin:E1S6

II ProvideadviO!:e ,aFld g~idal1(ie to ~ilotlle;r aJ'~ ,oUhe business and non all <f'o'aitoability-related iSr>Ue5

• E~lUre th<lt: .serrvite'OI'!JOIIIOIblllty O!~hIE\lem.en1iS Imee;t orr e:>;Ceed oi;Ill m thei:r ,~greed t;lIrgets, by m~ln~i .. g servi~· ~nd Irr;!~ource-~I~~ a\l,OlII~bill~ pe-rforrm~nce

• .Assist '!.!Vi1ih 1ih€: dia.gnm:15 arid reselution 01' ,a,vailalbilityre~t.eellncidMU <I1nd PrdbleliTl.~

Ii .A5.~e.!j1l th~ imp.<lct of allchi<lnges on the Availatilli1iy PI<linand t~~H.'1 p.erJmmaMEl <liifld ca:p~ity o~aJi :seNice!l <lind IFeS:OUrceS

II EIilSl!lffi that' proactive iTLeai'll!l~ toimpruve tille availability or .~.ire:> aT<l implemElmted Wlii~re'fflif it is oor.t~jl!lstllii<!ible t@ do so.

Av~ibbi litt M<l!i1@~merlt ~hol,lklen$'U!fe the <iJlgree.d lewl of ,",v;;Ill"blltty is p~o/J!lded,'"!ihe l!1!e~l)remen~ <1~ rool"!!~Qri!f!{l of rr <Walla!;)i Illy ~a !key activity to emureail,i'allillbillity levels are ooi!f!g me;t ()oosi~1:ently •. Av~ilo\lb~ilY M~!f!ilIgemelf!Jt: mo'uki look ~Q wlf!Jtio:ually Q,ptimil~ ~nd p~o~~i>o:ely fmp~;o~ d':le :il'!l~iJaOility of the 11llllfras:tnJu,I;II!'e,the ~n.'ke"S ,i;ind~he- sl,I;ppontilng org&!iz~loo, in .orde; to provide COM,e:ffective avai"''bili;ry impt"cwemf!oo th~caffii ~Iiv@r bmille05s. <lind customer bentlfil!S.

'Iille Ava ilability Mamgerrtent pr<lCl:lss, should im::l~cle:

• M@:ni'toring! ,of a~1 ~spects.of <!'va"ability, rell<lbliil;y' aoo lm:aimt<!iinabil it'{ 91' If services <lnd fue :>l!Ipf)D~tin9 compcnents; VI!i~h appropria:t:e events, alarms and ~~<li<1t1(l!,\ ~~h <Jill~omOiM(! S(Tiptll f(lf ret;~!fY

1.1 MalllH!:nanc@; or a sat of m@dlocis"t§chnuqu@'5, <lInd ,gl·QI,d~tion~ 1ior ijllla\lgi!abili~ meQSl,Jrem~~, m~~ics and reporting

• A~:'>i:>taMe with Insk. <l5:seSSliTi!iimt an{:] ifI'lana.ge\rTllant actilfities

• Colll;!dion ill m~S!um~ments~ <lna~sis artd p'!'OO!lJction ,of r@gula;raml ad !hoc ~epDl1t!i an s@lvJc@aoo ,eom:pol"I@rlt ~Vg.jI~'b~lity

• U,ndersJt;jln(iing thee a.g~c1 (j~r,~FIt 'U"id fJmW ffi derna nds ,of ~h.e bU!lina:;l\iJr IT 5er\!'i(i~ and their availa[:,ilit)i

• Inf[u:eind""g tihe desi91nof ~e<rv~e:sand 'oompo~r,m~ to align with b~s:inE'.Ss lFlood~

• PrOOUJtili"lg an Avai!.ability P~i3Jil th[ltM;;jble~ tne Seirvice Provider to rornll!tUE1 to prrovide and impw'I,!@>€rvires, in line witih avajllllbimty target:,> defined in SILAs alld to P~f1 <liM f.orec<>_M ftlt~jrea;vaila!JiliW 1~1s, ~qtliifOO as d.efiJ'i@a in 5lR5

II! M~itn"il1l!i'!g a sdllediu~ ,0( t,~St$ for ~U r@sUi@nt "'!l1d f<!ilQ\!'eJ oom~o~nt~ and rl1!e~h~!lI:sm~

II! ASl>ist':ioce wi~h~heidenUfica.tioJ'i aM 1[1;l$OIl.!itiof'l of.atrjl' l'not;lrje<t1~ OIod Ip,ro:blems· <l~:>O~~ted ~h ~etVi~ cr OO"'PQnelflll JmooltalliIblllty

• 1P~·oaQ1;ive .impr~mento( Sierv~e O~ ·,om:pone~t

aNiiili 100bii~ wlil.eiF!i1VE!r it is 1Jost-juJrtffiable and meets, tlh~ Iil@@d:s.ofdl@ busin@.SSo:,

..-1... \_- )

Tha PI'I<lilability Mtlnag<:ment'IPflXeSS (FrigiIJre ,5,,6) Ih<l5, t\!'l,i'O key eh~,mrots:

II Rwctiw adiv\itie5:~he lreactive as:pect: of./!lvajlabiiity Maoogerltent iiflblol~, tine Im.Qniwring~ ~5Ur'ilrlg.,

~n .. ~is <!I'!{J I!'!lln~gem€\l'l1: QI' <I ii p.v~nt~ I!t:)t;i,cie!fi!tll <lrtd Problem; firw<living Ii.Jm\fall~bUlty., lihe.seactlvitiEtl!al'e prlncipa~~lrwo~-ed WIThl!!l Qp@f~rQ!f1i1! rol@~

• Pro:a.diw ,ildiViitil9li: th~ pro\3Jctiv~ <lctivitl'2S oIT A\!I\3Ji!albiHty Marng~mm1t ilillVol'!.l'e the proactive planning, desigrl <lng impr9vementof OiVailability. These actMties are primipally ifiwi!iEtl wlthifll aefiign "nd Ipillnf'lin~g, IroE~.

AV.olilabi !i~ M<lIf!~~fl1!'.wlt isCQ:m,ple~Olt two !nt.er<:on:nec:~ed ~11s:

• Se:!'IIii~e ,1I~il!!llbm~lr: involves ~iI !lISpoct~of srliMoe <IV@ilability and Ii;In~),':ail<lbiliity OIrJd tiheimpolctof rnmpcmmrt .avai li!loillll:)I:, ,(If thE! [pot@mllIl ~mP1lct .of component IWn~Vllil(l/bility Qf]s.ervice .~!li!ability

• (oiilfipon!iin~a;yaillaibilill:).': ir'liiolves 0111 aspec,ts. of

oompoonem ,avai lability and lmav;1l ili1libility.,

A g~id!ng prlf'!c!pDe 00' !W~!!<lb!i~ty M~n<lgement ~ W ~'e<Xlgnl2:e~hat ~t ~.:5tim p'o~i[:,le to g<l~n c~stomer ~t!s«il!otkl" ~fl W~ill thlnQs go W~Q"g" OIrte ~PcProoch 1.'0 hdp ilJchiCV02 this requires I\vaillabilllitj.'Moana9lcm02nt to ensure tha~ the duratliofll of ~ny lnddent is minlimiized to enable norrrral busin eS5 operations to resu me as qu ickl~' as ks fJ'IJ:..-;ilbile, .An aim ovr AVillill~billily M<Hld~r~I~l"Il Ib Qu !:"n:'lUe the duretion and impact from lnddents impOicting IT s.ervio='£: <:Ire m~n~mrr.;:ed, to enablE business cperations to resume OIS quickliy <IS is po.ss.ibl~. The analt%i:s of the 'e>:l)flndW ilt1lCiident Ililfecycile-' €I~flblles the totsl rr 8eN1ice downt~me for any 91iv&tli IIK~dellt to be broken dlawn and mapped <lg,airet tllie majo:r stages that aii In'Cidem,ts p~~~ dV(iil,,!!gh (~hoe· !!tet;ycl.ec), Av~~j~~!lity Ma~~!J'lme!f1~ sltould wo:nk. closely w~th Irldd!1lrlit Mallilglementand Prob!~ MilIJf!~gemen~ lin mE! a!l1.;1iys!s or ili!! rfl(;ld~ r;ailll~ing, wlmV<lil<!bi!~.

5.9.11 Idemi:fyiing "Uall bu:sihless rundiiolls

Ihe term 'vital b~slna5s f~l'ICti@n'NtBF) is U5€d to reiiJe.c:t the IbUlSlri.es'S~critlcal ~ement1J (if th€ btJlSineMl IP~ ~1.IPIPotited by .~n n $e!VIce-. 'lil'!.e selrvi()!l!! m'W' ~lsQ .sU,PiPQr! ~e:ss oriticallbusli'!.essfUnc~lon~ and Ip!CO()~~" It is: ~m:parti3irlt lhat t!n~ 'V18F.s ,1Ir@ rerngnizm:l and dOCUITI@Iil,t@cI to lpi'Q'iride~h~ ,;IPr,pro,pt:fa~'E! 'buiSi!'\e\ilSa<lign~,!"It ,;Ind· fi;K;1!,I~

5.9.2 Desi.gnlingf'OlIi'a{¥a,i~abiillity

The 1e\fe!'1 -OJ availability lreq~i~d hytile bU5r~S5 infhilE!llffiS ~ne avemll (loot of rne If se~h:e IPro,,,,Kie(;I, In gen:et<ll,~e: hignertli1!l! !:evel of availability Iffi:q~hiitoo b)! 'the IOll1S[r'Ies~ the: higher tliletlo~t Triese ms.tl> !are not JIlJi5t: tile pr.omF€ment ,of trHll· basa Ii1r tedltrlolug.y <!~1(i ~eMt'es reqlilired ~() l,!!!1de~pifl ~he' IT introotrl;!!cture-Additl~~OlI oo~tl' ;;l~e h'l,(lJn;ed in \pR;ivl:@inog dw· OIiPP!'Qprlate· !>eM~ fr1lOliFlOigem(Nli!; ipl'Oces~l s.y.~t:eITl!~ miilTlClgement too:l~ ~nd high ;;IV,;ii~bility :so!utlons: !7@qYin!'ld~o meet the Inlor'E! strinQ@!"!t ~'\Iiiiiab~liity lreq~irrerrnE!fi)t5, Ti1egr;e,ai!E!st I.e\i\el .af av.ai!abi lit}' should be included ~n lli@ d@siglnoftlim:se selVices s~pporting. th€! liTli05tcriticai of 'the \1m's,

'iMl:E!rI mns:idlering hQW~he il\i\ailabiliity r,equirem~nt!>ofthE' Ibusin.e55 are toO be met, it ls im~rtant: to ,eh51.lre that tile level of <lV<!ilali)i lily to be IPJovieledfor an IT ~~rvj'.cE!: is .~ tha II~vel actually r.;!q1u~roo and is afford\abl'e and costjU~1i:ifiBbl'e W 1Ihe busmsss (Figure 5])_

62 I Servloe Dbi91 - wildin.g smJctural service integrity

lMot"l~ur, messare, al'l[ll~ f"eiP'Drt & rwiwf ~r.,i~.s, ~OOf!el1!t .¥lI""'il!l!bili~Y

!n .. e~ti£l<rle ,~II ~e!"¥i~e & cornporeJlt ur1;r"'il!il<Jbili~ 1 & iili5tigBtE renn.edial a.cEiM

~iew a!lnE'!'i & dilflt1l~ds!l'r'"10~ 8. test all <ll;f.3;ilabilit:t & resilience meohaniYllli'S

5.9 .. 3 Servh:::e, Fai'lure Anallysis

SeMte! Fail'l.~~ Aliilalys:is (SF1\.) is a techniq,uE! aeslgnetito IProv[de il MUJdUngd ilp~l'Oarn to ioorrtifying th:~ilJinderlyilng ~~!5e5. of service i~fF'~P'tion5; to tme llISN. SFA li.Yt~ize5 a Il'<Iiflgf: Qf data SQ~jrce5 to' <tSooss wmere aM why sh,{)rtfl'llis iWi (lv.iliIIOlibillty tire ,ooclJr.tng. S!FA. emible.s ;]I holistic vieww' ~ 'take'! to ariv,e not jUMiednifl.ol!J91 Im~rovemen~$.; but im~ovemeFltsro the IT SIUJlport ,orgalflizatio!li, IProce,5S~S, procedllrre5 anel~oQI~. SIrA ls nm .i\l~ ~n !":Issl'grtm,ent 00' p:n;i!Ject and m~ Il.!Irtl~ze ,O:tlter A;viiliJllbllizy MOlnO)~eW1t me'ihods",nd ~ac;htliql,J:es to form~IIOlite the rreoomlOefldOl~tons: fo'r im,pI'(l\l'eroerltThe detai!ocIan<llys.ls of S@MC€! int@l'f1jptions can id~ntify

A<.<lilabillty Mamgell!1!elll: f'~!iort$

I ,A;valli!lbmty :P!1IO'!

QPpart~ll!iti~5 to 'enmalflOEl Iffi.rel,$ ,of availability. SIFA is a Sliiili.t:ctLUed te!l:hfliq~eto. identMi'y imprO\le;ifIent o;ppan~n;lties in '(;'t'!c},to-eWld :selrlic:eawll!I!ibility dlat can ooliver 1~ti>t'1i) the l.ISe-F. M8itlY (tf tM' oc(M~le:; iWlv04ve,d in SFA ,ne do~ly ~I!gru;!d withthO$e at IProblero Mana~emEm and In O! 1t'llUfllIber of organizatj.Qns~1te5e ~ivitie~ ~re ~omrned jointly Iqy Pmb!~m and Ay~il;jllbility Mana,gtIDl.@ot

The high-level obl@c'tlv@~of SEA a~~;

• To lmpmvE!' tM 0V6r:i3i11 il'\ii3ilaibi!iry ill 1111' servioss by p;lIOOudng <Ii set o'fimprovem@lIIt> fQrimplem~liltat:icm Or ilfllptlt 00 the Avi'lilalJj~ity IPlan

\_- )

Service De5!grl- building structuT1i'!1 seNice integr.'(y 63

SIji>lE!ni15 r'ikmBlg:~T1ant

tBa!le procl!lld:s, -£eoolillllog>; amd eOrllponlllnts

• 11'0 [dentirytlit~ I1Jndl:!rt~n9 causes of .service m~JTuptiori '[0' ll!lSet;:

• Tt) <l3<.1eSll the effectIVEt1Je~1l oUhe Ii ~lIppM o~g@ni~<ltlori~:nd key' f1~~~'J

• To produce r'E1pmt5 dietaiijngl the Imdjolr find ing5 and tmmmm.enootiolil5

• To ema,rre aV;<liilaibility impru\leme:l'lt5 derived from S~Adrfven1K!ilvf:ties ,a'ffi fTIiIilasured.

SIFA iniUati'lle.s :i!110!ll!r.d I(lIse inlP~lt I'mm~11 @Je~~ ~ndaU processes indl,ld In,g; most Impo,rt<lntly;.tne ooi5ine;;~ .and users, ~~h SiFA a$5i9nifn~nt soollJd have a lreoogh~ed spoosQr{s} (ideMI,)!" Joint spooso,rslf'dp filUml tine Iff arnd

s:peol3l sdJtli:ian~ ",,:Id:i

High aVilila'oility des~nl

El'Fe~l¥e Se.rvlce

~"~lim~m

bUiSin@5:S)i3incl imwhiii: re:sourcesfro:ml ma'tJjI '~oclh:rlici31 and pro.ceSSare.3S. The' !ll~e. riJf t:he: SFA .approach:

• Pwvid.es the ~_bmty to deli\lel' enlilan;ced r.evels ot ~~'I<ltllli'Y l,IiJi~h!l)!,!It Im<lJ[lr cost

• F'rovIci@s th@ bL1lstn~:s wl1)n vis:ibl@ ·(ornmitm§rlt fmm th;e IT .~YP,pOrtO"9~~z.ation

• D~IQP~ in-oo~sE! 51ki11:Si3ncloompoMii:nae!5 ~Q diVoid e;.;penswe ooll:SlJIlta.nq' (l$5igfiifn6t'1tS r,ela~OO

<wail .. bility improvement

• Enoou.r-<lg~ (lr{)ss·fI.J!I1Cl~w!OlI t:eOlFrlI workil'!>g Olnd bre'"<ik$ oolfrie[$ boe:t:w~een teami5 and illtlln entlb3e:rro, I!a~~r.d ~hinking, dhalleifligi~ traditional t~liIgMs aM

p:fO\Ild it\9 IlFIri01latb~ and oflielfl h,!e_~pens~\le $olUltio:rn

\_- )

• ~mliide$a prog r3ilfIllifleOO ilfIlpt"O'ilemeli'lt oP\PQIfiIl.i nities ~11a1eafl make a lreal difference to servioe qualilty Oind I!JIS'Elr ~l"o;pHQn

• I?~'m/ide.s {lPpof1)urnities th~ oaTe focused Or! deliveri[lg benBfIt to t!il@ !U~

• !Provide:> ,an Hldepe:llaent ihea.itmcheck. or Ii 5ervic.,e m;;m,~ge~int f)!iQCI;!$Se:s ",nd Is the $timulll!,JlS to"!' pror;;e,ss improvsrnants.

Desi9ln~n91 for ava~llab~llit}' is iJJ key adli'o'ity. driven by AViJJilliJJbillity Mamgemel1lt, whkh ensures that tha statsd ;:;va~labrlity requirements for an rT service cam b€. met, However .. Ava~l~b~1 ity l'\i1anagemem should iJJlSD ensure th at wii1fl iin lliiis design ac~iivii~ there is focus on the design elements required to €llISure that when rT services fa~l~ the service (;1In be reinstated to ~mbile norrnel business operat'i.ons to resume as quidt;lly as ,is p05sib~e, 'lJesigning, ror R~w~'o!:lli rnkl~ 'll rrir,~l sound rleg!clu,,,'e, CI~!clrlIY good

;]v1]i I;]oil ilty desiign i!5 about <lJI/Qidilng f~lillure5 and did iV"Ellin91 where· possible OJ faullAol!eronl rT ilbfrastruOIure. I-klweI.'er, with this focus, is too much rellianee placed 011 tE!chnolog!Y' and has as much emphasis b~1lI pllacoo on too faulll- 1iollerant aspects of ~he IT ~ni'r"astruc.ture! The mal~ty i,s that fu~lures "",mil occu L The way the IT orgiJJrnilzation t1I1anag~5 fu~lure situarions Gill hiJJve a pas i~i~,e eiffOCl: on tha IpeKElptjofl ,of the bu:sjn.e5~.ru5tomer5 and U5er5 of the IT s@nvic@~,

IKey mM'56!J'l!

IEvef)l'ffaill;l~,e i~~'!"! impQ~ntomol'f!errt of tmld .. - !In appo:rltuni)ty· to mal!.e oc lbtr,saik your r,sp:ufati.olTl wt'fh th~ IbU1liime5'5.

The pmce$~Df AlJailaibility Mana9~ment oEon't<iiil1$ a lOiumber t)f met~oos, te-,c~niqu~. and ~ra~~es,for aS5eS5~ng! preVEfltil'L9 . .and anai'f$ing .' :;;eNijjel'aiIILu,~. Deta:ils .rioollt~hese Jmet~ calli De roijooin t:l1e )eN'ioo !()~il p~:bik:iiltio!l,

SeFl.lic;e f;!)illllreS of e:Xi!feJI'!.e !Ir1IagW! iWde <Ire not somell1in..g ~ny bUi!l~!le~Of self'llice PfO'\!lder ~nt~ ·kl· ,expoerience,. IEven the ~st-iPlia mm@cllIlTlrl m,aITl<}~ :5oE!f'lice..:s Ihow~r, can bE! the victim mC<lliIstro,phic falk~~etlhro~gh @vlBnt5 thet ar@ not in tn.e' direct ~ontlt'oI of a serVice p:rovider.

Mast Qf U~ purchass insuranoa to protect us in Ulie eveM :<lI)mP.1rh~nC! of 9 mat v.'lIILJp., ~LJch <l~ ()LJ r homo, 11~r):"m~f>.~ thf> victi m of 21 catastrophic E!V"ent. lnsu rancs 91ivi?5 us peace of m~ndl that if ths unplannad happens, we have ths mean~ to rH"I)·~r from surh ClIi,~;'l,~t~r:~. Th~ ,11mOLJnt of iIN.lr<ln.r.E> WE' purchase is 9au~dl on the predlictoci replacement

va lue Qf our pcssossions, the I ik£·I~hoQd such a dlisast~r cou Iell happen a I1Id how qu~d:ly we can re:sttore our IOSSE'5. This is a farm of risk mal1lagem~rn1i.

IT SErv[ce Continuity ~na9lErlilent is the part of nil practice th at eval uetes the Ilevel of iIlSLJratKf' we need to protect servi-ce assets and a manuscript to recover from 3 dri:S~:5rer.

The goall of IT5CM ls to S~IIJPQrt the oVt:rallll Business Contlinullt'j M8JtlIagement precess by en:5uMlng 11M the r~qulirl::'d IT l~hnillill ,md ~rViil!:i tr!cldllilli~:. {iIIKlludilrl() computer :S'l:;1i~m:s, n~twQtks, <lppll~mtiQlbS, data fepos.i~CHIIi1'ti,~elooomml1t'1ic~jon&, envimnment,tEchl'lical' sup~ort ,<lnd SelNice Desll::) csn be re~lImed within feq!J~red, .aM <\gf'OOd, buslne:l<S tlmes!:ales.

ThE' o!bjoctlves of Ilf"S.CM are la,

1111 M~in~ir! <'I $~ ,of [F ~lVice' COrlti~JLJity IPI~~s .;i!lid IT nlOOYer,f Pcli.'lr!s tih:;l!t .SiLJp,port tlile ~r.;ill Bll!$lln~ss G:mtlinui~ PIi3ris (IKIP5)oftli1~org .. mizatr,on

I. Complete regUJlar BUSin,e55 Impact: ArI<ilysis (1B1lN e:rerdse:s 'tQ Ifflst!lre ~hat OjmcoJ'(UiliJJir¥ plarn <Ire rnalrlit:alned in line with dh,wlg~n9' bu:sllnesll Impacts and reQluilfe!l~~r1it!i

• CoociiucJt lregu!ar ri~k ,a5S~5:5mE':!iflta:ntl m3'na,gem~nt ex€!~ise5 11m conjlmctocm partimiarly wiilith~ business and the: ,!W,iliila'bilit:y Mrnl:age:nleiilt ana $ewrity Mamgem~nt prQc~5:5estlil<it m~nag~s rr services: within anagl'em leV-Oil of bL!lfll't'iEl'sll lrisk

• Provld~~d .... lce and gWlid~ll(!@ to ~~lothe,F @ I'e~of tl"!!!) bl!.lsirless <lnd IT on 0)11 ooriJt!!f!uity~ O!nd rel(;we!l)l-re!~'ted is;SUES

• EmWife th<i1 IilPwo;priate ()01'tUn:lJ!~ty ~nd recO\/ESry me~h::lrlii;m~ <l>re p;~rt in ~i.:l«)' to' Irr!ot;le~ ,or ~ood ~ne ~f@ed oos:iIWS$ ooliltiF1ll,1itytaFg@ts

• .A!>Se:ss. the imP'ld 'Ofi3llcnlangEl5 anbhEl IT'Ser!Jio:;!

Gantilm.lity IPl!dm, <lind fir rec.af!j@ry plains

II EMliire that pifO<lQlive m.easil!iref> tQ improve ~he availability o~~rVl«s ,[l:ffi im&llemet1lted WhefEriler it is:

OOl>t~~I.!I$ti!ialble tliJ dow

.. Ne.gotiftte!:lnd !l'Q~ '~he !f!~OOS~!iY comr~cts with 9[<lppli@1"S for thE!' provision of tha n~(1!Ssa'l)' I'@(OV@\ry capabIlity tCiSUPiP0rt all OOnltlnillltty p~am lr!col1julncttGtrI wiiih the Supplier Marta9~m~nt proLeSS.

Th@ JiSCM [prom55 includes:

• ilh~'ag~tJlu~ntof tile .se,OPE! of ~nE I,[,SCM Iproa!'SS <lirTi!::I t~le poiilt:ies adoptted

!II! BI,II~I!il:~5S. hn~ct AA;;JIY5is ~BIAJ ~o ql,lloWl'ItWy the il11!paa d\at loss: QF II :;elVl~ wO\llld hwe (lri! the bu~irie'.l~

• Risk ana Iy:sis- lihiE! ris'kide:mifllGa.tiofi ilnd risk ~sessmmt to ielmtify IPotooi~i,,1 tnli'§lts tD mllitin'llil:y and the Inkelihooelof tine. tllreait5 b~o:m~n9i lreality. llhiS <11:90 i~'1d!l!des 'lak.i~l!y UHilaSUf'el .~ man<lg'eU~u'l iiti~t'il:ifPii!d tli1:reiMS wl\erE: 'Ilnitc<lrl I1ecost'-Ji.!5tified

• Produetl~n ,of anO\leri:l11 rrSCM ~um~ID'~hmt !fl1ItJl.Ot be inui!g!ra:ted 'irlta m€! OCM gra~sgy .. This can 00 produced fuHOliIiiri\9 tine WlQ steps rdwt'jfied~bove ;;I!'td is likel)" to ~ndud!2' elemell'i~5 of Irisik reduction as WEll I i3I5 s:el~iOrr1J of a~propri'ate and e'Ompro1!ihE1nfii'l!'e fE!Covery optians

• Production of rnFSClM plans, ioloink:fll again must: IJe

integrra~~d with the 'O\Il;\rall SCM plsns 111 T~ting o:ftlle pl!anlll,

• The Q!f!goi!f!}~ opet'ollIQF'! and m~ In.tel"!!al1ce Qhhe p.1~t'!'.l.

Se~i,e ()o:rrtilfl~ity isilnlpfemenwd and rmllflJaged in four SkUgE!S (Fiigure 511):

Ini;t:iaulfI- IP,Ol[CY 'se'tllim9, defining ~ope aM terms ,of re,f~ren>Ce, project Pri~olngand re~W1n;:eaUoc.a~io!f!J

2: Requi~mef;'lts and ~1im~iY - 8II.l:sin~~ illlPi'lr:t ,;lI'!OIilysls, rl:S:k O!sse~me!f!lt

3: Impl';emefiltadon- IEx@QI,III;~g r.isk roou:ctlOri I'nIMSl,llr~. rocovery optfon OilIrlrilng~rmmtsi.~estimg the plilns,

401i1goili'lg ,aJ!)era,tiQn - ~dUt;;~io!"l ;;Ind ~ar.~!\n~$,

,change oomrol of :IiSCM plans, orligoillJg~tiil1g"

A '9000 lP!ac'E!: to stan: is. by a:s~in9 tinE! trueM5 an.a ri<;iks to VBFs (a~ dE!sC!ribedin '[lite preceanng s~ctioliJO:n Availability Man"gemen~). This willilleip IrevBilI wlnerabilities ~o vital 1!J~$ine5i'> aperffiiolisand ensuretn<lt IPreve~Mil!(;' <IF'!~ reo:>wry p401ns:and m~h<'Jni~!Th~ ~re io place, (omist~nt: \!'I.iith t~e IfThGM pFOO~1ls,~hls rlhouki 00 Wfllir~lJ!~lly ~'!J.<'ih,J~ltoo to@1'1~I,Ir.,eo that dh~T'!QI@s to .sewice~ Of business ~~l!.lli~emerrl;S IhONe w!Qt<lfl'e~~E'd~he ,m'bilii:yof the iTSGM IPfOoC@SS to b~ eff@c.tive' whE!1fI IWi!doo.

Th@ Servic~ IDeslglflcor@ p.l.!lbli01!~iiolil off~rsd~tgiil§d gUJidan(~ Or! hmv to establisn and maintain rriSCM.

..-1..., \_- )

66 I Servloe Dbi91 - wildin.g smJctural service integrity

liliiliiiiilii_illi .. llilliiifll

!,Jife~de .

• I
1 •
~!frjm •
G:lifl1inilil.iI J Implement<:rttion
Pial'll
I 1
iI I
II I
III I IrlI~o~io~ j~ - On9~gl
OperalNOll
III .. ... ... AcroS!S the wo:rld,O!'Qanllza~iomr.;l'ei!!~e v;a;luethrol;llgh 1he nll~II@(t!IJ!1I11PI'OP@rty' tlh@}! O!t!.!inan:d usetn d~liveir lp:rociulCts, alld~lVrC€S, 'Proifectingif1ite.Ji€!Clit:lalcaplitllll Is apri'ma.ry rnE~db [)JJ$irtl1lsS aitidis ilicr'eiI$ingly lE!gi~I<lU!!tl Oy" law., Th~ redutdogy today offers tI5 un limit€!cI poremal to oe.:rt~, ga'~her and a1iTl0lS5, Va:>t qtl~ititiri~5 Q~ irrlfolllila'tioll. A ~eMce jJrovOCier is re$Ponsibl~ ~1)~n3'ljre that tJh~ caJn 9~lara:r'it~ t!he Iblllsines1! flrwbrm:at:lr.m Is !PI'OtecmedflJlOffi intmsle;n. theft, less arld lJn!Clu~hoJiled access,

Il)li'o:rroatjotl~eo~ri~ i;:o,OI m~nOligeme:n~ ,~or::ti\lllty withiln the cmP'O~il!te governn<!!nce hmewolt, \!'Iihl>dh p.rovid~ the .~t~,;itlf!gic dlr!'ectiorl fOf S@(;lUffiy activitf'e<s a!lel i~WiSI.ll~es obje>etlves ame Oid'll~veet Iltfu!fther e",sI,JlN~s~htlt d~t 1Ww iriliJrmaticmsE!c!uriity risks <'II"€! ap,pmpri<iJt€!ly m~nf}ged and 'E!lnt'Brprisl!! inrfanmat10fl 1'@9DIUI'O§!S are uiS@d r'l!!~p(]mibly" iiin@

Key oi!~iYiti~ " rQ!~~~il1g

.' 5Wpe

.. Ilm~iate oil projea

.. IBi,.iSiliim !JI1!i'p~~ _J;[I\!!I~,Sii!) .. IRf:!:KMseSSllI:lalt

.. Iii Se,rv,iDi! CWltiJiuiLyStratrJg¥

", ~I'op IT S~rvie~(!o:ritinllity Plans _, De1.relbp IT plal'as,. re(j(:l'!fe"J)' planS' .an!:!

,,*{I';;;~!!Jre5

.. Orgor!'1li~ti9r! f'1'!I1l'l1ing ., lie-s~ilil!J sliror~¥

.. fdueauan, ,aw.ar@j"j~ anrlilmiTilfl''\ll .. RQview .:liti'ld ~t!dit

II' 1J:estll1iQ

.. Cl-illnge Mal'1lllgemerrt:

p~~pmi1l ,of 1SJ!"i1 1£ to ~j'()lIJldel'.i f!OC~s ~or all <!~pec;t:; of Il1i' s:eol,Jl~rty and m@!'!:a~ ~II IT ~l,JIrity @ctMti~,

iiim@ term 'il"imrmatr.on' is usad as a g@ri:eralliE!lrm and in.dlJdes; da~ .stQ~, dat@b~~ and metad01lYl,The ooJet:1tiv@ 'of ili'ifQrrm:i!tboli'i ~Wlrity is tQ protect '~h;e 1!~~~FE!5ts ill tho:se rdying on information, and tli:iesystems, .and ~ommwlllicatiQm tli:i<rt de:lrve:r 1Jhe:inrf'arma,tian, 'from harm :fiEl5'lj~til19mmr,i3Jil!LIrI'e15 of availability, cOl1lniderlltiality and ilnl~91rio/.,

IrOiF ifhOst oFganizMions, tihe $ocurityobj::.ct1ve is IfI'I;et WfH;liifl:

• InI'titmi1itiot1l i~a.v.(li!ahle .wid I~:xlble wlheril roequl1red, ,and ~he $y;5tEiIiIl~tJhtlt ~de' it (an .000ppifOpliiate4v r>eo5i~t <I~tacks alild It\eoowr from Q~ pt'e'\lerlt fuilumes; (<IV~ii<lb!i~M

.1 In~lTfli;nian ~ 'Ob~lV@d by ardisclci~cl1o ollily dl:o~' wIlo m:<f\l'e .<1 riglnit 00· khOw (confidl€'.r'irialilY}

r: 1... \_- )

I! Information i5 oomp;IBte". ,aCWr<!toe ;lind IPr;o:tec~e<l ~ain51!: tifiaildnar.iua lITI.ooificatiorl; (int~riM

i!!l Bil!lsilfl;El';SS t1'1lnsaction:sas \lilell as infoimaHori t'-.X:ch<linge-s bet'l,i',f@~!'lie!1it~mP!'ises:, or 'Wi1h ~rtners, C;1II1J be trustsd (auJ1jhf;!ln~i(:ity :arlicl 1fl.Q1fl·~~,J:di~ltlol'l)"

Pr~mitiziltlonDt' mlflfocl@lflda.lity,. ilflt!;!grity ,andarvOlnlaomity m.I!,lISI;. be CQllside~ in l'he ~~ of bM'S!nesrs and business processes, The primal}!' gulid~ ~!J defining wm.at mlJ5:t be protKlf:cI <Inti tlhH~ I~; ill protection n<ls 10' come fmm the bij~ines.$" 'iro' b~ effective, sewrity m~$1! aeldreoss entilrE! business prO[~S~,fi;orrn8nd to endandoove~ tl1.e IPh)..-siC<llandtfl:.Cllnica 11lll~b.l. Oliily wiU,ifi tt'eccmtf.>xt (If Ibusinet5 ifLeeds amJ ri:5ll;::scan managelmem define sewTity.

'ISM ,tlctl\frties s'hmlld 00 focusad on and driven by an ~fall InfQrrt1i~IQ!"i .~(il,llr~y rollo/and a s~ of luwLde~pilflfli!!g !lpot;!~ifiot;: SOCIi,l.rily lpol'ide~.1he policy !lhOIi,lM lna.'/€! the ·flJll suppolitof t(l;p~t1ti'iK! rli mall<ig€irnent <lind idBJliy nnE! :support and commitment of tqp @:>::@cutht@ lbusiness, ~'Ila.g~~1lt Tihe j:)Qli~ sn.ouild OO'VeF all .;I~~ of security, IbE! appro'pria~E!! IDef!1L 1illE! needs of the buslness arJ;d ~holiid indude:

• Ain o\leir.3J1111lrlIroJilllatian SeDurity IPolq !II lJ~e aind mlsut;e 011 IT ,~S:ilE;Th policy -Arc! ~c.;:;~ cont'roi polky

• .A.IPatS~..vom clliltr'Ol policy

• llli1 'i!,mail polky

• .An in~em8t pa!icy II .A~1flnt"'vilni.I'll P'Oli~

• A" infunm:atiQF:! ·d~s.sJficat1011 policy

• A deoument das()ifica~tOln po!qr III .A. Iremote aOOe5S po,liQl

• A policy wa1h regard to $l,iIp.pli~r<l~~e~ 'of IT ~E!lfVkle<.s,

ft1l(Qrm .. twlfl OIond oomp,on.eot:s

• An asset dis:po,sal polky ..

l1hi?Se pomcies snoiJild be wedel), aVOiila~e ro all (jiJ~'ro:mfifi ami users and tlhei.roompl1ame 500ilJild lbe IrEfurtredi to in an

Servk:e Desigrl - building 5tr1JCtvrai service I'Jtregri1Y I 67'

SbR;, SbA5, COrli~r<lCt5 and agre,ei'1'leFlt'1l"The policies, slhoul<:i ooCliJi~hmized lby' tqpB)ie,(titive manag~mffi~ willilin ~hE! It:iu31n:ec~1l arid '11. <Inc! GompllaWloE! ~otl\em :shiotJlld be lendorse:i ()ifI! a regUl!ar basis, All sewr'ity polktei slh!ol!lld ibe !ie'Y~.;d alfld w.here nf;Q;:$.~!iY t'E'\r'lsed o:n at least an i1!l1!'1>~!OIi oos~"

Th@ fUI¥! eI~mI¥!11~$ within .';II'! Ilflrofl'll,gtuOfl 5~o.IJ1ty MM<J.:gelnesm Sys~~m tlSMS) frr~mi'U~1;'I,i'QIik <l~e,

• ICOintrnl

Tille ooJecttVE!5 O'~ thE!: rorrrlrolE!:lement. of the U5M5 an:1 to;

• ES!t~bU~h ~ m~~gElmemi,r;:3I~'WQ;rk ~l'J' itlltHat@ and ma.l1;:1.ge Inbtrrl!<!l):ion .:oeol,lrily in the Q~g<llfli~<ltIQ~

• ESltiliblish alfl orgariization struc~!Il1'€! to IPr>!i!p;.lIre, ~PP~Q\Ie ,~nd implem~lilt ifle if!Jfb'm~tio:n security policy

• AIIOCi3i!e' In~~POWi5i1biliitie.5,

.. ~5,~bli:sh and Qon~t91 oooom~ntatjo'ii

i. IR~"i1

Tih@ obJ@Cit~ of t~e plan ,@I@m~m~ oith@' !iSMS i~ ·to devl~e ~n..{i Ireoom!1'l@\nclthe;jlppro~ri~te .seol,lrity Imea~II,:I~Sj. based on an U ndeltst!lndlWlg Q1i the IreqLlirem@lfliirs of 1!1l@ mgi30nizaHolfl"

Thi:l Ireqru1re!mElnts wm I begdtnerl~ 'from 5.u£h .sOliJCffi as IbliiSineSSi3ind ~rVi~e tiiSl1t, pl;3ins <ind .sltl'a~~gies, SlJ\5 andOlJls and 'the legal, m01<l1 <i!!ild eUiJicai respomibilitie.sro:r inrormMion 5<eQljri>~, mheif farOtoF5" ~.YiCV! <loS ~he <wr!CM)n~ 'Q( ~I,I!r1~~ng <lV<!il"bie<U1a l;!Me f);revaillngOl:ganrizaH(m o~ltilJreilJnd altitudes to .S~Oll!fity. lri:I,M .be·cQ:I~~[de~d"

ThE! lrukumation Security [ii,o,liq' definE!5 tlite or'~li1iz.:rt~I'I's alt;ti~ucl~ .and stance Of] s~urilty matters, Tiliis, should lb~ an organizatiQn-wi<ie aocument not justapplic:able to~h€ IT Service Pro\lider, IRespomibility ~ur' ~he 'l!i~Iu;I~p ,of t~ie. rdoOWI'!elrlt fe:;t~ with ~~Ie InroFrrllatio:n Seoru~~y Manager

r: 1... \_- )

• Impfll!lflrl!iilRi!:

Ihe objective of tne timpleme,l1la~101f! el~ment ,of thlO) ISMS is to. en~ur,e that a~proprlatlii proc:ect~re-!!, tools and oont~'ol~ ~re t!"! plg(i~ to und@rpln tiilelr1,f;onn~tlofl S-eCl!Irlty PQII~.Y'-

Aillilongs,t the mei315UrE!S <lr~

• Ae,ooLinttabi lil'y~or as:>e.ts- 'Collft{1lfiMioi'il Man<l9e<m.enl Oltild the eMS ,00relnv-.iI~~ble If'leN'

• Inr()rrmati<m cl",s~~fk~~,tioo - in,formatiorl aWid r,epomorr:es shQl!Jld lbe cbssi~~d ocmrding ~Qt~ ~n~i~ivit:Y a'rid~he ~m:pacl @i di~(lo~IJ~11!

inh@ SUl:'(@s.:sful im:plr2m@nt1:ltio:n of the semmy mntm~ ami m@1IS1LJn;!s I~ depE!noElnt 'Dft! a number ,af t"<ld:ars~

• Hie ,oliMlZr,m,inl1tton of a dsar Cihd ,a.ged policy in~egr<lited 'Wi~n lhe Wleoo:> oFme bUll:h"le:i'll

• Socurity prooeduh:!so thilt arei~stified, <lppropritl'te Oln(J s;uPc1PQ!1!ed by st:!rll@r m<ln~~elf!t

• IEffectlve m;;lth;~n9 .and ,educOItiQIi"! [til security reqlJi!tef[i!en,ts;

• A me.cihanism for impJ'Owme\r:ll

• E"v.aliiilitiio:l'i,

li'Iile obje<:tl'ifeSofthe 'evilItu!lJt:iOO eIIement anhe ISMS at'l1!m"

'. Supe!Vi~ ~nd (lned; compli<;llr:!~ with the ~iQl.l!r~ pel icy and s!OiQUliity requ:ilrementtl. i'n St.A~ artd GIbAs

• COilriry Gut ~gljlOlr .audits ,aUne teclhflilcal5eoIJrity of nr ~y!Otsm~

• IP,rQ".'i~' irtf()mFl"l<ldo~, to ,e:<tt:ema I ,audItor:> 8iWld 1r@g!!J!ators, if !F@q!Jlred

• M<i~im .. ill'i,

li'Iileobjiective,~ ,ottni:> m@JlntaiWi ei:ememt of tne IiSM5 iilre to:

'. Imp.rove on :£e:l(Jrity ;;igre~mMtsas, 51pecified fn~,ior example, SI!..As and Ql..P1s

.. ImflroYe the implement>3i11:ioo o1f secmity measures <If'lla GOr'ltrols,

~, lihi5 5hoiJ~ be ,~liiieved Y5iiflg a PDCA ~P·I<lill-[)O(!hErk--A.ct) cyd~, which i~ i'lf,o~rnal approadh ,~ugge:st'ed by ISO 270m fo'r tihe esta~ll:<:hITIerlitof 'fhe ISMS or IFI'.an1EllMJrk. lihi~ cycle l5 ,described iifll more deta~1 ~~~he ConUnwl Se!i\l'l~ ~m:prol\lelFl"l:ent p~lbi!1;<!tlon,

~d~~!,Jlrity m~~'1,Ire;; .~ n be<!,J$oo~t ~ ~~dtic .s~g@' in th~ p~\let'i~iorl! and h;mdJilnfjo( fleOllIri1;ylnddents, ~ IIIU!lSDj~ted im F~wll"€! .5.9. 5.E!Qmiity inci:d€!'li'Its ar@ not sa!€!~ 'C<liI!J~ [by t~clJlnk~1 tli:ire~t$ - ~trtistic~mow tihat,fof ~~mple,tlil:e I,ng€!! maJmity ·rotemflDm humalil errors (intended GIl' IilOt) or procf!dl.!lral '~rr0r5, and ofiL@n hajJ€! implications in other fiek:l:> such es S<ifety, leg;al or health.

Th;ecf@IICi'lNin.g ~tage3c"m be looFititlec:l, .At tihe :stan there ls a lri~k that ,a~hfetlt 'i.l'W1l mMerilali~e" .A. thrwt :can be anyffflin;g th<lt dis~L!ipts the ibuiSineSSlPfocess o:rifl:a$ tiI'~gative lm~aa Cit'! 'the blU$iness,Men O! llh~~

tm~erl<li i~'s, we :s~1!: of O! j;e~.rlly in.r:ident This ~l!Irity incident may rssultln d1lima~ ~toilillmmaiiion or to fl:SW1:S} th~ noilsto b~ r,eiJ@irred or QtheWl1i~ c~rJleC.w2~d. Sl!Jiit~b!12 mM5~rffican be ~1E!cro.8:dlbr eacho.f ~1ilE!5~ sr<i9J?s.· lime. d.or,ce o~ mIl'G5lJ1l'e5, win dependon tIh~impmtall'lce M.ti3ll:liled to tlile informatiQn,

• Preva'!,tiver; se~!!,Irit}' me'<l",IJ~~sare us~rj 1;0 p~ae:t'!t ,a s@oulit, uncidi!li'I~ from omur,ring_ lin:!!' ~t-kr:lO'ilm '~lmp~ of' prt'VE!iIlItiVE! IrtteaSiUii'e5 is th~ allocatio;n o~ acc@sll rights 00 a.liliTJrtBi':lgtDLJP of dti.thar~oo peopl~. ThE! fl.!lrt!her r~uirem~,r'it5. ai5!iOc:imd wi~h '!hits. JiTtfla51.m;! indude the ooilino~ of <l,~ce:i'5 lrigiMS (glf,al1ting'. ftIilin~'eiflail'lo:!' and withd~Wili (;If rignt>~, <llllthor~<Jt:ior'l (identifying whQ Is allowed aeeess too 'W~ldl iniotr!l!OitionOind !,JiSing wl'lloh tools), id<entifi(;<ll~!i"! ;;Jltu:l a.urtih@ntkaticm (a:mtirlTIung who is s~ikJ!rlg access) and .;IC,:e~ QOl'lurol ~eosuiin9 tihirt Oilly allJijh~rized pt'!I'SQIlMI can '9<i1iln ,aGDess)

...-1...., \_- )

SelVi(e Design - building 5tru::tura! sevce ir'!(egrity I 69

Ji.s565 ~:nd a.j'9i'~ .. ifilgni"i~~ ~~!l. . ......... J' wI1<1\Jblltks

In~JIlJ!~t~ ~my' MBI'IIII!Iemmi

s.pgm ~ISMS1' ~~:';':;:':;;;':;:..i1'II.... ..JL...;;;;;;;;;;;;::__...iT'L_-'-------'1

• ReduCitirV!e: IUrtli1,e,r lfile'<l~me-.i!Ci3ln lootakElnin adv<!!nre to' ml,l'!!rf!ize, .any possible, ,d<lma'gE! tha~ may ~Ol,l~, Famil1ar ~mples Q~ I!l:ldillcti\.'e m~SlJre5a:re making, regullar bOi>Cwp,<,s and the 'd\;velo:pmertt,~estit'!g <l1W m<llntel1~:T'!r;e ,of <.;Qn1ii!f!get'!'Y IplOlin~

• 1[)e1i2mRmt ma, ~Wlriltyiri1lC~d@rli! OOClJFS, it is ~m:po:rt<ll"lt to discO¥E!r it as soan as IP0:S5i!b~e - dlMECiliOlIll. A rnmHi"u ex<lmpl@ at ~h is i~, mQ,n~[Oriii;g, lilflk~ '00 ,an a~ett procetll!lre. Another ,exClim;ple is Virml50checkiiflg 501'tware

• RepII,eufnle: 1nl~~ll!~!I!S, .;Iff'e tlhL!n IJ!sed to ooYn~~r.;lr.;;t ~ny ool)ti!f!ootion O~ repetitiQn Qftl1e ::;e(iI.ll~lty incident For Ie:<ilim:ple,an <lC~OUl'1t Dr In@t'WO:rk, addr@,s,s is~€!m:por<lrily blQ(;b!d .;Ifter IIli!.lm~~OW fuiled ~:emPctr to iQ£!of!; or the! re!ten~r.on of a earn when mLilltipi~ attempts :ar~ made with a wmllg :F'IIN Inumlb~r

I. ~fediive; dtl'fTll'lg:e is, repailr,ed as '~tlr <1;5. ptlS'tib!e ~~irlig (ooocti""E! rtile;lSlWre~;,IFor e>:OIm,pfe,~o~re~tive measures mcl,ueie IfE'storirng the badkl.lp, Or ret.urnirngtoOl prev[Q!!!Is S<toole sltua~iofl {ro!l-back; b .. c.I!:·QllIth IFOlJllbi'lCk COlri O!I~o be.en seeWi ,00S ac~trec!tiw me~sure.

Tih~ docl!Jlm~~tatron ot ~llc:Qnt~ols ~hol,.!lcl b@ malflta~~ed to lFI~fl~ot ~~ClWr~~y d'!!~j~ q~t6o!1, m~lme~JI(e and lJhL'!l~r ml21hod m operstion,

16M fares lFIlalll}/ cnallmges in e5,ta~islhnn9 ani3iPpropli~ tnfOiT'rlIaition se{j[jr~t:y' PD!icy Wi~11 ar'lefl'eC!!i!/e ,stJp;par'!!~ng iProCES~ aind ooli1itrQl~" Oifllil'of tM bi9gestdllalleiflge~ i:lito emulre'~lla'ttlher,e is ade~~<lte 5\.!~PQrII: from '!he b~JSihe:>'S, busmess ~(I,nlty ~f'!r,I ~er!jni" Irn<lnage;rn~t, 'If tMse <l~ I'\Qt available. It \iIJl1I be Im~os s ible M e:>tabllsh ~n ,e:ffeCil:We ilSM IPfO~S~ :lfU'l@1i@ i~ $@i,ior nr rmnag~i'm~fIit $l,!IpP,'O~ Iburt

r: 1.., \_- )

tihere is iriO $l!Ipport~ronl ~he' bUsiness. 11 ~eruriity oonti'oas and risk ,a:S5lffi5ment wililge sew_re~y mmitW in 1Nhat'tihey csn ,adhoow because of this, Bade o~ S!l!IWo:nt: frem the Ibusiness. ltls lPoln'tIe.:tS impl.ementli19 S;ecmity policies, IProcOOu~~ i:I!f!d ~o:!nfQl~ ln IlilhM$@ o;In!~ot b~ ~~forcM fl~Q!!,J!gh@,I.!I~lhe b!!,JiSine~" The IifI~JQr I!Jse of ni :leiYl~ <lrtd O!~~e~~ i~ol,l!ts!d.;of IlL .md so' .are lhe maJQ~lty ~f :seCI!,Jr1ty nhl!effi's, and rilsb.

'In SOrnE'l ,organ izattons the busmsss IP~c.@ptiar'lis that: security is, sn fi lFe~pom5i:bility, al1id~h~ore the om.ilfl@:Sii assum.es tMt 11 will be re~PQn5ilble f'm MI<I!ipeCh<of If sewritya:nd tll!Cir 11 :s~tvi",.~~ Willlb~ad€!qU'dtety prote!ct@d.. IHiowever, withoottlliemmmitiTlelflt aM ;5!lJPPort oJt!he ~u5ine:$:!j ,and !J~5im;:55 Ipe~.onll.el. money inves«:d illl ®::f)ew.!!veseaulilty control!> and procedUn:l3 wlilibe la~e~ \II!t!i~ted and they will mosUy lbe inei'fuc!tl!le.

lR!life~ ~Q th~ Se:rvKJe llesig.f'! (lore IPl.i~ir,<ltI@ rex' f~l!1tMr guld,mre and dElt"ailed Ipr<lctloos Or! Infol'matiorl Security M.;!n~geme"t

lIihe SUpplier M'lin'lg.em~l'I~ IrxroO~5$ elliSure~~h~ ~!!!!IPpl if;O!~s ,"I'ld~~eservi~s they [lfOYlde Olfe managit;::! 1lO S!!IIPPc'OIit rif SEIlVIQ! t.arcg@i:> and 'busln@ss 'I¥lli~tbns" ih!!!a!rn ot~nis; ~@ctiol'l i~~o ~.aise~reness of th~ bl!,JiSjl'l~~ cOJ;l~e)(l; of worlkiflg with iP<lrtIl!ilI5 aili1dsu,ppmers, and !how this work can Ib€!st be clirec.loo. towarrd Ulllllizing oL!lsin@':Ss be'fle1iit fm tihe Qfgahizaticm ..

lit is eS5!;1ntralthat SL!lppa~r Mana;gement: pm~!:!55lf5 aad plannin.g are iflwlved in ail :>tt!ge:>of~ne Service lifer;ycie, fmm :>t!r,<ltegy ana gesig",,~hro~gh~~nsitiorl ,and ,operation. to impro!i!emElrlit The (Jom~leK b!.mil'le~ del'llklnds require the oornplette IbllW'ldth i(j~ ~Jkiil~ <md capability to s~~potil' provfl.l~OI'l of Oil oomJ)feihen!;I'!,I@ ~t of n seli"!,i'ices, to ;t busil'lei01Sj~hereiQ~ dle we QfVOilue 1'!~;t'\l\l'Qrrks·<lT'ld the

. 5u,ppll@ml Olnd nh:;! ~c@s th@), p'JiOVtci@ araan irl!tt!graol. part oi~l1y ,e!ld>~O-l;Ind SOIUl~Kl". Sl!)Ipplil;lrs ;:IW!d~IM:e' ~tll}gelT'le~t

of :5!l.i,pplielf5 and partoo~ aT;e esseifltial to the pr;ovisioi'lof qualii!y ITseMces ',5~ ~gl!lre 5.101.

TIlemali.i.l)bJe6tiv11l3ofme5!!J.ppllerM~:na.geli.l.len( proeess air(! to,

ill Qbtolfn w[ue fQr mot'!ey~r@.m ~u~pliE'r ,Ollnd c(mtracts III 8mlUM;! tntH und~rpinnirugl contrarts <indag~~@nts wi~hsu~pligrs arell.lignedto, br~:j;ilfli~s !'leila:;, <lnd SlI.pport ana align wilih <l9l~ed tatge1s in :5LJRs and SIJI.!> .r ~n '(:l!J!njl!ll'lctl@n with S~

III Milina,ge. l'eJatio!"!sih~p$ 'Wilh .slJ,ppilers I. Ma:ni3igl;! supplier lperlbrmaiflce

tl!! INe~tiCite <1M agree COmmas with ~lIlPpriet!; and Irllan<lg-E tli1em tlhmu:gn tlheir liFecycl~

I. Maimain a SUlppli~~ policy ~r:ld ;jl s~;pportilflg ~U1ppli~r iil",d [xm~r ... ct d.nabase (SODl

Th~ SI!JlIPpii@r Man1l9~mE!;l1t I'lroce.s~ s!hould nfldud@:

III tm:pJerne.rlliIttorJi and enforot!metlffi ,of the .5up;p!i@.r poo!icy II M;aiMeliliance of aifl SOD

• 5IUI~plier I~nd OOrutr:llCl: ~~e.gGrl~llon!!illd Irisk

as~~el'lt

III SlL!lppliE!r .and COrltRlct E!v,aluation <ind se.l@ctian

II! D)e.v:e~pmlilnt, Inegoti<itiQifI ~nd agroerneilt of COfltr<lCit5 ill Contract Ill!lli@Ml, II'@rt@Wai and t:emmin<lTIon

.1 ManagetTllellltof ~l!~plier:s alld 5U~plie! poenoitTiianm

• ~~rnent <l!'lr.i im;piement<Ltiori ('11' :liO!i'\!ir;e. :lo[1ri ~~pplier ImpWII,'E'ffiOilflit pl<lifls

lit M~il1tetnam;:eo:f $;~!ldard (;Q:rUr"cts, te\r!m:f! ~nd

conditiolliS

• Man<l\J1'lmetllt 'of oolfltracwal dispute re,5QIWion

• M<!In::il~e!il~of s!lIb·oon~ITlIcte.d .su~pilelrs.

fir S!!J ppl I@r managern@nt ofum has to rumply wan o~ggni~atiQIi'!;;!1 ort;on~ s,t1!m:igrW:, gl!.lidelil1.:e!S and lf78qjuirements.:, p.arnm!.ariy tihosE! 01' co:rpQ~ fe;gal, fiflance and pur.cih!1l5in'g •

..-1... \_- )

Figure ,5. to' Sup~t MaRli9f,R;lint - ,h;lmIUl,Q m~~s Se!'V~eP,rovi.!r

$~'Plier Mgt. !1rgQe5~ Owner

Satl$U~lklW! ~UlI'!/e'!jS ahQ IP!~'Y .Wl ImpoolitaW!:t FOre in IF~~~!rIlg ~QW we~i :lI.Ip,p'~ .~~If\,~~ ievei~ <1'!le <l~igni')d to ibusijness n:eed:s.A survey m~y ~'~i'!liln~tano;)s i,!'!,rhere 1h~~e i~ dis~tjs(j;lcW:m wUh ~h~ s~IVic:e,ye,t tille :;;I;.!ppil~~ i~ apparently IP':;:oorlf'l1ing Wfi!11 1lIg1llimt its targets, (llnd vlC12 wrsa). This may li1<1ppen whel1l! Se\NllC'E! h5!ve!s <IT@ in!apprqprJately del1nffi <irlQ ~hQyld j',E'.5!JJU: in, <l lreview of fur:! OOIlUacIS, ag.I'@.r:!meints,a;nd ta rgl1':lis. SomE! ;s€!li'iI'ice prO\ildet:> plIblisn sl!~plPe,r lEague tilJble~ base-,d 0,11 their survey lresults 5tiITIlIlatjtlg 'llompetit~n bet:we,e,n5IJp,plieifs,

For tho3!1! slgnlflC81t'it $lJppller ffi~tlolWhlp3 in which the f;ILJ~jn~s, hca~ <l di!ie.ct interest oobhdle b!iJcsiW!e~ (in

Service Desfgfi - buik:l1ng stttlctulal ~efvice knegrfty I 71

Fiiliilliltei!!o !i'>i!tii'(~ifig

OOIfiiJlJllC~iOfl wi~h ~he p~owreme!ilt depOlll!m!enU OInd ,nr wlm 00\1'" e:>t~~i~sJhed t~e~rdbjeCl:ive~~mthe IN~~liion~t.ip, ~~ de1i!'led th~ benefits dwy e!liped to Ire;;ll i~. TIh~ fol1'fl!~ a! m~JQ~ ~Tt Q~ tlI1e ibl!Jlsi!,es~c~e for @1':tteril19 i!ltO~h@ ro!atiomlhip.

ltn~ b~tleflts, must bE limked and L(nr~pl@m~l'Itary, and must be measure::! alnid l111Ia!naged. Where!bhe bmine!!>S is see:ldmg lmprovememt. incus~omer servii;!lil., ~MfI If $lUpp'~er ff'latromruip500mt~ibUit:ilfl9 to those QiJstoi'l"leF servic-es mul\1t be able to demo:tlstrnte 'Im:p~o\red :sellVic:eln thel~ own dOlnalUi, and new much thi~ h.:as OOfirti"It1lJted ti@ Im[i;\F(lVed eustemer $ervlce .

...-1..... \_- )

72 I S::wic:e De5ig1 - building ~trv:;U .. r;;~ semce knegrH:y

S.rrong, trusted Ir~OIItion:iin~p:> iNi~n rlijp;pliers <lIH:~'an ilt'ltegr.a'I element o~ fflJ((j~Ml!Il ;s€ilVice m[l'nageITll~~rrt afidenm:aru:e tihe \;'.alue of any :seiVlc:e providEr to jhe butSimes:s.

TIUl Selfllic~ ll),ef;igfl lbeak cOfltailfisa llthe detaiis to guide }'Oulihrol!Jgh Sl.!lp~lier M~l1agem,el'n ~nd .. dh1evethis ~'\!'el of ~atloWls,"ip.:> wl~h ~L1I~plier$.,

6

75

Ilequ Ireffllents

Smta:' Stri!~V

Servke DeiIg-f1

\

5~""ice 1I'r<ifl$ltion

ir.anffiiOn PliBn~

111'1 th~ rr wOlrEd, lm<lrl}i OOl5ilfle1l:; imlrtO\!',atlons are adhieved 1ihlf(jtl~h pn]jea ilflltlat~~s th~t il'lvol\foe IT. Inthll! end, wnetl1~r~he~ ~re mll1o:r 'o~!'!ltl@ni";!1 imPrrQ'l;'e!rt~t$ 'or Imajor trail$forlfll!.ltioNllevelfl~$; tihey all p.rodI,J'Oe OhOirlge. ,In n'h~ IP~@Qoourn9 chOlpter 'I.!'!l@ looked "t(~lC'atil'lg and improvillg'5:efVices tl'iJrOl!ll9h th~ ,desig~stlilge ohh~

I ifucyd~. NDwVl'E! must ensure lli:iatYII~"atis [planned to bs implem0!2lllred wim ,a.chieve the e!o!1jJ@d:~d dbj@'!(t~ves, It is at tihii:> IPQmt tl\e I\;)f'lowl~g~th<lt has been 91~i1er<t~eeI~nd ~h[lt wmlliJ€! InE!~ded to manage :SeNiLe'!; oM~ in~he live ,~nvimnme\rnJ must be managed and she r,O!d acro5s,~he (j.'~rliliitioll!.This i;5 Qctlie tihmu'9lhi Se:rvK:e lrtil1:>iHon.

Objeo:;!ifl"le~ from REq!.J]Feilllen.t~

IrI~hi~ clMapter v.re will d1i~c:!lJlsS a few of the k€y OOI"U;-eptJ> witihiWl s.ei'\!'I~ Ttan:jltkm:

• lira!i'ls~lo:n IPIOlnnl!i'l'\li

• A~set and. Configuration Man.agem€!nt ~ Re[.eese and Depl~ent Malrtiigernelflt

• 'Cih,mg<e Ma~gem.efl)t

• T@sting <lind V~Hdatiorn.

The purpose of SIi1MQ;l 'Iirali'lsWion is tiD:

" Plan and IIhill1l1lge 'tliiecapacity ,i'l'ild .,e5-C'Ur,(E5, r,equlill'ed to lPackilgle, build"test and deploy .<1 rnie;;a:;e tn~o f)~ooua:l[)n <l'nd e:;tabolis!h the se:rv~ ~~~If1ed In the CUiS!!OfliIerr ~!i'!d st!lkeholdeor ~fi\q",rreme;nn

...-1... \_- )

76 I Service T rJnsl!ior'l - preparing for d\1nge

II Pr;ovi<le <ll'doin:;;i5'terIIt and rig'OIDtlti< framffl/lt()likID:r '~iuating, tiill1: S8Ni~E GlP<l'Diilit:y <lnd lFi~k pr,ofllt:'! IJefure a ne-wor clManged :5etVioo Is ~Ie~ed er ,ooployEd

" Establish ~I'lid ma~r:rtai!"l tlh~ il:W@gmy Q~~Uident~lI@d $ervi~ assets <l!f!d oOlnl'ig u~3~kl~ ~$ they e\!'olve through tiM@ Sel'l!'iG! Transition; stage

" IPr,ovi<le 90m;l-Q~<llity l!inow~fflge OIh'ld inf'Omll<lltiQn ;50 tllat Charuge arid R~leasE! and IDepIoYil"nel1lt Management can eMipedlte ett:ectlvll de(;iskm~ about: promotiifl.g a. lre~ease thl'Qit,igh~ile test efll",irnifllrrte.m Oknd Inw rxoouctlOitl

• Pr-ovtde ,@ffici!1!nt n'!p!Batflbl!1! loolild and lnstalletlon m@rnallisli'i1S d'lat can Ib@ usad to 'dE!ploy re.l@asE!~i(} lih@ tElS~ <i'i'lo production enVironment!; aiflld ~ rebuilt. if requ:iired to ~~ore se1r,vke

II Elf>sure that '~he Sel'!llce G<:!fn tJ,e, i'm'tlaged, Opera/hID and .w~pO::r1!'ed iW! <liOCQ:rd~'ri~ Vl!'ith the iieqlWi!1E;!Ti.ents {In-d r;Qt'!SlDr.<llnt:s $per;Wied within th~ Setvfoe De~lgt'!,

IEffloci:iVE! S@!rvic@ Tmnsmo n can signifocantlyimprO\!'@' .. S!2~ce lPirovid~~'5 ~bilitv to handle !high wh-unes oW' cn;Oilil9E olll'to !re~~ffi:ES,acr05Sit$ c~$!Om~r D[i~, Il~n<lblE!5 ~!i! SE'Nio.E! !P,rovider m:

• Align '~ile flievvor changed service wi~h the Q~:>tomer'5, bl.ll~l!liies1> !"elquir.;met'!l:> ~r'!d bl!,JiSilne~oper-atl:@r!s

• IElliureltia!t rustorners and users ~1fI U5e the: new ,OJ' clitalflged :>:ervice in ill W,fjl,/ tlila,t m:i'nimi:re:s \i<M~e M tine Ibl,J)5it1!essO'pera~io~_

S~ocltlcaIEy, SOiMce lIiram!ti~:m ,add-\; v-a~lJe to thie I:m~lne'ss by hnpr'oving;

• The ability to ~dapt Ci~ickly to n~ r'@'Qulire:mefl1:s and rmarkI!t d@1i@!opm.ents. ('-oom:petitive®Cig@")

• Tl<!illlsiltiofl maiflagemel1lt: ,of merger.;, de-1ltl.ergers, ooq !J!~~tlons <W!~ tor\'!t'!~fe~ of sefIVi(;es

• lh@su:cc@~s raIDI!!! of clil~rt'9@~ arid m!!B:l5ias fDr thE! bl,;l~in.es~

• The pNl;didioifl5 of 5efVioo 1(¥1;Il'lI;5;md warrantie-sror 1'le\!V OlifllQdlli'lnged SBtviGes

Ii!! Confidence ~n tihe degree of c~mpllalil!Cle with IbucSines''S ~~id~mance reql..llllrem@!1~ duri!"lQ' d\a:ng~

I. The v.a:rifltiafl .ofa.ctual ,a.gainst estimated and a:pproved IrE!SDU Fee plans and biLdgets,

I. The prod~ativityof bu:sine:lS aMWiS'TOrrn1lr staff becOI'I,!lSoe Qf better IplOlt'!l'Iirng and l..liSeof I\EiIN "me:! ch.iinge,d seliVicff:>

• liim.ely ~!ilJ!';)ell~ion ,or(;h'4l!!liges~o m~illte1l~f1ce C<l:lnltr.act:s, for hard ..... are and s:offii:.IUiH8 !.I'!/he,n cemponents are &sPJ~ em ae!C,ammi5:!iionEid

• UifIllIerrstartdingof 'tAe ~",el of lti:ik du:rin<g ,1looafi-er' ~h<ilnge, ~.gl .. se!i\liQ;lomage, <:IiSJn,Jjptiofl .md Ir~H"'(l~k.

!he pIWJoJ;j~5~ 'COV@liE!d in SelflJice'lir<ln~!tign (~ lFig!J![le 6,1) ,ne'~

• liral'isition IPlanning! and .5!lJp,port II Change Management:

III S,e!vlce As$et ,001lcl C~nfigl.l~;:l~kl", M~n;l,gE;men1i

• R~~s.e and DeploymJE!li1t Mam.<lgffiile1lnlt

• 5A;lrvioo Val idatiofl aii,(j Toeostilrlgl

• EV{lllwtion

• Krtawledge MOii1<igemem.

llMe gQ.!ll~ of Tr-.w!si.tion pf,;armil'lg al'ld 'Sy~p(l.!1! .are to:

I. PIOlI'i ~nd wO'rdii!1~ 1!h~ re~lW~s to ensl,rre tlh~t 1!.he ~qlHremE\nf~ 01" SerVice s,t!l!i3Iregy e.nrodeclin SElMC'€! Des;igf'lare '~ed:i"E!ly rsellzed ~n ServiOf' Op;eratio:ns

• Identify, m.m01!ige and ~xmtJrol '~t-le rillik:l;, or faitlj~~ Md disnJpllol'l ~cro~ liF'~n~ition aotMtoo'll.

lil1,~ Qbjet:~I'i,\es(l'fT~,ii!n~lt~(ln j!)~<lj:!i1Il"g, snd Sv,Ppo!'t <I~ to~ II P~fl i:!l\1d~oordir!o}le .~~ IreSO!,!F(j@S, to ,eos~b!lsll 5uca::ssfully a ffi!@W m ~hangt'd .service into p«i'duction within th@ pr!1!di(ted WfII, qU!<Ility and tim@estim,n,E!'S

r: 1... \_- )

L_ ~~~~~~~~~----~-,-rn-~-'-'-'·-~-,-a-~-~--'_t(_~_,~_) __ ~~~~~--------------------------::n

O1t!!r ITIL C.i1fe ~= ...... ~J pllhilC&lIu.i

o

mt P"roce:ss ., rttil! pybl;[:;jt!~ tht>t~IJP~ I;hwhok:

1€NiO? life. .:ycl~

)

II Iiifl5i.!r,e 'tnat <lil p~l1tie:> adopt the ,Ca.miltOn f~,afl'ilewofk of standard Ire-~$[IlQle pl'ates:ses and sLipporting s,ystems. in ,order to Impt'<i\!'e' the ejifectlVElne~ ,and ,eflicie:nq 'ot 'the intEg~ateei plali'llning and (ooifdinati~n .actl'l'it1es

• i?ro'l'ia@ de;;u and <earnprehensiv€! p!an.:s tlh~ en"bl'@ 1ihe (W,tI':ml@f arid lbllsarne-ss,dnang@< prejscts to ,atIgn th@!r a.r:tM[i~~ Vii[h TIliE!: fie,micE ildJr'i~~iQfil lPilans>

The mgl!lnization .snoruM ,decid@tih.e ITIIO.st aPip[iQiPri~e .appro<oc:n to Se'MC'E!: 1rifan.sitiail I!)a~don tM si:re <lind na~Llre o~ thE!: mre and SUJIPPorfi,n9 ~rv.ires, tlit€' number snd fr,eqi.!e~lCY of ifl;1lease~ reql.Jlured.,and ,tiny ilpecial r~ds of tliie l!Ise~ -for ~mple·, if a plila:>ed mllollt is Ul5uaily ~,eq~illed ()"Jera:r'l e~rt(:ied perl'!)l;:l ,of Wneo.

ilihe ~fI,!'lce Tral"iiSition s'tr,ategy d~nes lll_~ Q'iler.;!11 ,';I~p:roadh to ()!igi\lni~lrI,9s.ervl~ lir,';losi~ion ~nd ~1I0~iJtTi'i!Q resource-so Tih@ .tlI5poects to ccoruioor .aI'€!:

II IPli,Jrpo~e, gQ~I~ olild obj~s Qf5I;1rvi~el~iI1~ttkln

• COIi'litEX1~ ~,g. 5E'!W.ce C~5romE!r, c'.oihtl'flct: Ipaitfolio5

• ~Ol~ - illdLJsio!"i~ ~nd~dlJl$['Q((1s

• Aippl icab!eslandarcl5, agrt1e!n;mt5, tegi3Jl, regula~ary and

mnwKtU'al lreq~iremeflts

II 'iJrg<liillizi'itioIflS an.dstt!lllen..oDder~. inVloived illl Wlfi5i~ion II F~O)me'W(l~kfo:rs.ervlce lr<ll'lsWon

• CritmF.il

• Id.erltifi(:.ation 00' Irequiifement5 alfl.d OOlll'eJ1t of tihe Inew

~rd'mngedi ~e_f\'iQe

• Pl;!opl€! .AP\PffClac:h

iii!i!l De~lve:rnblesfr0mtramitl()rlactlvltie3 iUlciud iuvg

m<lM1'l~O:ry aM oDtI~n<i1 OOOl,llillfirlt!litiOO for each sta~

• SdhE!du!leof miftlsm.nffi

III itinancial ~lWi~er;nHIt5, - ~:lI.ld9lE!lr.l> al1dfmllli~1Jg,

5ervlC'e' D~iQIl '!Nill - 11J'l '~o!l~boroltrQ!~ wl~1'l ous,tQ:nWf$, €<teIT!'.l1ll .m.d Iln~e'm~1 sl,Jppiien: <l!ii'!d Qthe~ rerev'''l1~ S!talki.€!horders. - d€!YE!lop th~, S@MC@ liJesiglflJ and docum@m

it irl <l Service 1~f9n ~<I(kage (SDP). mhe SJDP indude:> tlile following infClIlmca1:ian tna'!: is r'i?qulired by~hE :SErviCE 1i1t.<irili'ltPoIfI ·te~m:

ill Ap,pliaJble, ~eMce !fJeckages(e . .g. CO.reSernre Pacl\:age,

$e!:"\,%J~e.' I!..ev~i P<l(lk<L:ge!

I. :S@NII::@ sj~dficajja;ns I. .'Sa\!ke ffiod:els

II JIIrdhitectul'al d~ign lrequired to dellW!r~he Inew or cl"lan:gl'ild Se!Nic~ in<:ll.lIdfngcoUistraint!l

• [)efmHlQnand desiglll of e!aoo re!iM~ package!'

• [lie,t<liled desig n of how t~le s;fif'll'ioo e:ornp{H'ler1t'S will De a~:>efr'Ibled ilnd ih~egrated into a reiease pad,ag:e'

III ~e~~ <ind deployme:ni!: pl<lt"i$

• .5et¥ice Ac(eptarnIQ~ (meJia,

6.,1.1 P~anningl an iAdliviC:!ual Service

Tll'ansitiiolll

Thill' fel~~a:nd dep!oymgnt activities s'holJld be pl3Jnile!l in Stages a:s details of tl\E!: diE'p!oymetlt miglht Inot be Ikm;O!,'I.I\n in deilail initially. lEa.ch SelNke liraoll'lsitian plan 1!~lUld be Q~lQped tiraitl ill IPrown Service 'irlfarniitiofl lITl.oelel Wherever po5:5iOl~. ,Although Sel'\lice 11)e$~r1 IProvk:!es the ~nltlallP!an, ·the pI<lnner will alloc.atllt speCl~I~ 're:roI.l.n::€J> to ttle activities: <l1i'l,(! modify tine plan to fit m with 0lt'!Y new d~~fl'ilfit!Wli()~, e·,g. a te'!i.~ ~pecl~lif;,1r !ii'!~ haw left theorga~iza~ion.

A S~rlf.Q~lr;;lmiitiol'l IP!;;I1l de~ribes th~ m~..<; ,~'nd ;;Iot~wiefi ~~ired to re~ease and depl!O}' <II rel~s@ intO' the test '@lmtirnnm§nls; and into IPrl!Jd~(.tiallr indu:d'lng:

.',!'!Jorll;:gnvironmeiM: and infraMlfudur'€ 'br '~rne :S.elVioo

i~<lrliSiU:on

!II Sd\edule ,of rnilestwl''le.s. li1,mdov~]' and delivery ~te~

• A.ctlvl~ie.s;;lnd~s~ 1;0 :b@ ~!i!l1orOl!ed

• Staffilfl.9,. re.5o~r(e lreqlliremen~s, t]udgets and time5C<lle~ M:eadrn5ltage

• lssuss and r~ks to, Ibe Itn:an.ag:ed

..-1... \_- )

II!! ~d time.; andoontingency.

Allocating! I"ewurms tl!) each i1idWityandfa('tortng In ~esoor<Je avai!abi lity will eifl'~bf:€. tlile Servire TrransJtPtifiil plaJrulerto W<Jlikotut: whe~her tl\e Uare;atiQfI can tJ.e deplQlf(l~ Ihyth~. ~~!,roci d~~e. !ff 'reoo~l~ <l1W: fI(lt aV!liiII~ble., it may 00 ne~:;arry to revIEw ,otMf tr.i'n:jlt~on col'r11'ni~mlmt~ ~nd oollsid~f dl~l'Ig~n~ p'~iQrltfle.s. '51;,1011 d"'h;W!ges If!,1;!edto be disOl.ll~ed with! Ch'.llnge <Jrlid Rt;!~se Manag.€!m@;ntas this Imtayafffuot 'o<tnl!!f cn-afig@.!i dl<1t may be dep~de:nts or Iprle~qllllisit,es ohh~ ~e!e~se"

6.1.2 brtegra,ted pl'ilnning

Good pl<1rmili'liy aM m~.l'Iagem~m a~ eweriltilll to deploy ,OJ lrelea:;e acrcss ditt!riol!l~ed ,enViHCli'I!TlIEHiltS <lnd location:> into IPllOdl;,lcti~tlI ~!"!c~o;:l'JlMly. Aitll irl~~rOl[ted Slet .r){ tU<lf\~IUon pbm sh.auld be m,I,I'ntl'l!.r\~d ttil'lt l'lFe- !,nk'\!!c! -to kmf!1'- 1I~\re-\ plans such as r~lease, builldl and tasr plans. The~ pliam should be inteqrated 'WIiLh the change schedule, rene.ase and deployment plans. Establ~~hilll91 good-q l.mllity plans at the ol.lt;e~ enables 5€lYice Tr.ansiition 110' m3ll1age and mordiil1late the Service Tr.sIns~·~ion resources, e .. q. resource allocetion, ubilliz<JJtJim,. budgetilng and accountlnq,

An (lVHO'lF;rhing S ... rvk~ Trml~iHiln pl.'lll !i.hClUllrJI ~nc.lurJ\:>· tho;> milestone a(1!i,vilties to acqure the rellease components. lPacMg~ t~le IN1!le~:lle., ul!Iiki, te:;;t. deploy" eV<lh.ialilil and IproaotWe~Y impll'()W tlleselVicehough early IWe support. 'I~ will al~o in(ll,Icie·~he- .activities to Ibu:lld alfld m.ai!f!JtOlil'l the seliVices <In£! IT infr,as~mctl!lre:"" :;y-stem:; <!:nd envIf1OlfIm.ents <'ilfld lihe im.e@;:jl!ue:mtlnt s-yMJam to ~UPIJ!OI'i1 tM tr;1ln~ition actiYlties.

6.1.3 Adl)pting :program.me and project

m • .uilageill1emt best IPlI'aC'tiioos

I~ is best practlc:.e tQ m~If!<II~ se·'!{erai retea~~ <llf!d deprO}!ll'l@rr1ts as 111 1p!f'QgF.amm~, with @il)(lh,s'iglf'llffiG1Jlf!~ depto"rn!!ilrrlt r'l.lIr! ~s a p~iQL~· Tih~ ~~tl.l~1 deplo)!'rn@rr1t may be-c.¥n!1~ol,Jlt by dedkated ~ff . .;1$ ]paltoi I;)rOi!d@~

re:;P<lmnbilitie~ such 015 ~peratm50r til1rou-;g1l <I tel1!!rn, ~rought rogE~her fOr tnE p~rpo~. i~ements, ,of the deploy,ment may Ibe· deliveJi'M ~hrough mernal :ju~p4~rs, and ~l!Ippliers may ,d.eli'!.lef the- bllJJlk Itt the de-pio!{ment efiTom,klr o;iJi\lmple'ln the implemelf!~..,tiOfl of aF!otf~t~ sl)eif syst€'m such <If> ~n ~M MJ!~fXl!ft tool.

.5Tgniij~n~ d~,prQynM!~If!u. will bel oompJ~ prQi~"ts 1!l~Iri.la;ir ~n Irig'ht .. lIih~ s~eps tQ oo,",~iclerln plonrnirliQ' uFldu:c!e tine r.I:n~ of el@msr:rts:wm:p:rising that .servioo, @,g. lPeop!@, iilp\plicmion,. ~rdwllre, softw~re, dOl(;l.lImentation ~Ild knowtedge. innis rneensthstthe d~paoy.m.€Iflt '!Nill mnt.ailll 5~b.deploym:ent:s far each type ,of E1temerlt comprising the :ie-rvioe.

6.".4 Reviewing tih.i:l plla ns

Tht;! 15181"'1'11\[,1':19 mle ~hcu'ld qlJ'al,i1'y 'ffi'JI@JJ 11M. Setvke Tramiti:on, railBaS8 and depl~oyment plans. \/1}lN;!rever possible, lead times should include an element of contlingency and be based on eXP'2limce rather than merely supplier assertion .. This aptJlli:e·s Even more for internall suppili~1'5 wh~re there is no forma I contract. Lead! tmes Wlill typilcailly V<lry ~oon<llilly <lJflId they should be factored! into plann ing, e5peci1lJlly for long tlmefrerne lr;:lI~~fl;ion~,. whprf> lh~ Ilf>.::lrll t~mf>.~ t1fI<ly V::llry 11P.tlAr .. an ~t.'lgp·~ of ,a Milt1sitiQI), or b&tweerr ·d~iferent uS€r I!oGiltions.

B~ore st<lrting'tlle release or depIO}'ment" tile SefVice Il<!itl:>ltiolf!J p!<lrmilf!;g IFQIe:sihQuld veflfy~he IP!.itlI~ Ollf!d ask <l~prolPriate questions, ~l!Ic!h as:

I. Aerie tI\~~e Service, n~W!~r:tlC:ln anci ~I~~se Ipi<J1n~ up to d<ire?

I. Have the plans. bElBn agre<!d and ;lIlLilthmi1!oo by 11111 Irel~iM: pal'tiE15, ~ .. .g. CUskllfrllE!F:S, Ul~, op!:',[,altio:ns and :s.tiJjpQrt 5~ff1

• [)o tihe p!ans. nFu:lude ~he Ire~S'e!dMes, tlincl del iv€raibies: and !'e'fer'to !ielated o.~nge iRequr!M~, IKIf!OV\i'o!"! IEir~ors. {:Ird Problems?

r: 1..... \_- )

• Ii+~ 'tli'ieimparuon OOSI5,. Qrgani:liMionaJ, technical <Inti oornmer'CI<i1 tlspech been Gorni~r,ed?

• ~I.we the Irl~1G 'ttl theowrall ~rvloos oandoprN"ttom capability be';;:r111:SsessE.'id7.

• !Hai> there lbeen a oornpatilbility dheck to ensUre tMt the (QnfigljfMiol'l 'Itemi5thart ,IlIFe to be lrelea,sed ate co::m:patitde ..... ith ea<:h other OIi!1d wjbh (.Qni'lgl!llfatior! Items III the target enlilronment~?

• H~v~ cif(urnS!tarlC~s; dhQi!'ii(;J~sll:ch tlh~ 'th~ <I:pproach needs aimBld'illiQ7.

II! 'Were tihe lillJiles aifld gY1idanCfl ,01'1 lhow to apply it r'E!revant fo~ ClIrrffllt Slervk:e and lrE!Ie.:!$~ pa,dka~@5~' II! D() th.~ lPEl~ple who need to llJse It uooemi'lnd <inc;! h!l\/r~th~ r~qlUblte ski It W IU!~' i~?

• lsthe S'E!lVic@ release wil)hin~he SOP and SCD;P€! of what the tr~nsitlQIl 'model a.dd/TeS~s?

• lHiatS tlil@ :S@rvice [le.sign altered sigiflJi~ic.aifl:tiy wah thM: it is W) Iong!;l[ ap,pm,pri<lle?

II IHl,}V@ P'O~\fltii'll dhilll~~11!l lbl,liSjn~$!S· "i~cumst.;lni;jes b~ Idfi\rrt~d?

~per Ipli1!I!l!llingof se;1'\I'k:,~tJr~!lSitio!l1 ;;1l"!d S'l,lIpport will reduce .~ ned~CIf"COJH2ctivE! measures during and after re!eaJ~ unto, livl;! q~f3lion. Refff to the SE!rvoce ir:al"lsitian wte publ ication fQjr' Nil Clet<ril:il OlflltJi'r;e irarnitioifl PIa'iliflirug and Support proCESS" -

6.2 ClHiANl6E. IMANAGEMENT

ThElIPUrpOSE of'~I1,~ Change MO'lr'lagemJ€!nrt pt''C!oGElS5 is to '~,f'l5!lm;! that:

II Standardized me~hoos an.a PlooeOuJes are lisedfur e:ffiderlt <lirld prompt halfldlm'r1g of an dh~n~

• AN changes< to Servk'~ A5:sets and Conflgl,lJation I!1;ems; ,a~ ~eoo~'CI@d In di1~o;lF'ifjQllll~aW:ifl Imalfl~Q,'E!melflt ,s.y.S1!,em

• Ov@ral! l:!'UslITt€'S5 risk is (}p~imiz:ed.

1i'Jte glliliis of Cli'iange: Maiilagemeilt are t'OI:

II IRespQnd~othe clUswmer'$ onOlt:l911!'lgl bl,l~llle'~s Irer;;allli~ni'!elflll'S wnlle imll)l!mlzlllg ""OItllle ,and ~1,I:.c;lrngr incirlel)l$" ~i~~l~Ptiolfl :?It'!(:i fe"'W-ori!

• IRe5Po:nd tothe oo!Silf'les;s and 111' IrEilqLle~ts for dhange

~h"'t wili alilgiFI tlhe~lVia!5 !.!'!ii~nr~he IbU1SiIflE5S, mEeci:s,

IReli~ility <liFId IbuL5iifle$5co.n~ilnliJjty aJi'El' esselltial for Ute'

Suit CeSS aOOi!.!lfYival (!If <r1nyorgtlr'liUrtiofi. service <lind Inirrra!rtJrulct~re dilange-s can Ih!1lVe a rregati¥e impaaoo ~he IbuL5irress.thrr,oogh serVice di5l!uptiolfl <lind de-lay in Idlent~IfI'f! lh!JiSiM~S (rEq~Jirernefifts, 11!J!~ Qh<tflQje M,lin<lgement e-rl1lb!ec5111e service IPJOI(I&ier tID <!Idd val11let);) the blll~lne:sll lby:

• P~iQri~gi(;:1g ~r)d I~PQndingi to bl,l~ine:ss 1.'!~d 'Jl.JtSklm~~ dla!il:ge rpmpooa<l~

I. .implemE'!mJting ClMiilFlig~ 1ihat rneetths ClJlS~(JIlilE'!r:s,' agreed setvi~e iI'aq~itement5 wl:lile @ptimi:l:ihg 005ts II Ulritribru,ting too mee"ll @QIoNrn<lrltGe, 1eg .. 1, Qt;lnli!o!Ci!rual and rregllJla.tmy Ireqllir'Elmellts

I. l~d~:-:;~ngll:;lil~d clM1.'!Wlges gJ!ldthei!'@foreservit:e disruption, defects and IrEH/ilork

I. ll)eliv.elfing' dlafi9i;;l' IPf'OTnpt~- 'to Imeet btifSirle:>~ time5cale-5,

• liraddngr.;h1.!rlge~ tfl;FQlJgh tlhe. SeNicla Ilin'ecycle ;;lndM

~h€! assets ,or its 'CUi5~om@m; ,

• CQntr~bU1tiifl9 to ibett€f estimations oUhe qiiJality, tim~ .am:! ro.s~ljfrnalnge

!!IIi A~se£sBn~ ~he r~5~ il!!!wciated wi~h the traflsltloUiof s@ryice~ UIT1!FQdueJEon ord'ispos@ij

• Aiding' produotivity of 5tallfhou:gh rnimlim!.zimg diSlrup.tiorn. dUI? ~(I high ~ds .of unplannoo or E!mag!1:rr,cy Change and [hence minim;iziilgl ~io::.al!.iailalQility

• Reducing Ule mean time to ~e:store seliVk~ ,(MrRSl. via ,ql,llk;ke~ ~nd tm(lr,e~l!lIo:ies~f!l,l11 ~mpr.em@llt;;Itilon$ of c'l)rrectlve ch<lt:ls!~

..-1-..., \_- )

I! lia~5ing i,!!,ij~h 'the lbu!ljin~chi'ln~ pr'OOl'l'ss to identify o,ppQrt~nities, fOr D~sine5s irrnprovem~iltt'.

Policies tWiat S~PIYOr!l Change Mtmageliliulmt'lndl.ldli!;

• O~ti'ng ~ ~!UlI~I.iI~r! ofCh~nge Man-a~e;!1t aocross 1he mganiizartion 'Wh!i!rl;! therr@ is; zero() to!@ranol! for una~tlhmi2i~ d'l.ang@

• Aligl'lirtg tjl1il';! semJice Change Manageiment proceS5 wJtl1 busine:l$, PF'oj~~t OIfKI stabo'hoklerchaFige' rn<lm~eliTlent proCe:ili5

• Pi'klr~Z<lUQ", of ch~lf!~e; ,e,;g;. inIfiQVOl~iO!1 \i~ p,J'evemlve vs d,etl:ct~ ~ oonrectivedhange

• E5tabli~hirn9 ac:roul1labUlity ,a'no r~sPQnsibilitie~ fu~ dhafl~ through Hie s.etvice lLifficyde

II Segr,eg~tionof d~ty control"

• Es;tablb~'htFlig a :s~nQ!re focal [OOh"!~: for 'hilOQI;~ ino:rde:r to min im~e tlhie prdicebility o~ oolr'lfi ictili'lg clilanges ,and. potentii'lldi~rtlJJ:tionto tine p,rOOoctionenvilFQnment

II PnNe!f!J~~lflg peQpie w-ho ~r;e InQt <ll,JtJnoJimcl to !i11~~e <!

change from NvllliQa"C~SlS to the ~rodYrooll'l enNirolfll"!l!ef;)t

• Int:€!gratian with otlhBr :s~c@ mana,gElmool j:mJGe5ses: to~s.tl3JOU~il hCl()~bilityof cillange, cMe;:t unaidtiniDrim:i dhang;e and idmtify change-lrela.ted irlCiderut5

II Clnarrlge windows - enro~ement and <luitiilorizatio:n fO:r ~ptf,on~

• Pelffurmanm and risk oE!'IIa II!J\aoorl of all dharlge.51Jnat im;p@ct: :serVice,~~bilitJ'

• Pelbrmanc:e mli',ffi~re5 I'm tlil;e proQe~, ,~,g. eHiCienq "M eIl'eCl~enes'!i.

6.2.1 The ~ven R5 of Chan:g:e' Managelitlent The following qlU~:!itiQ.1'Is; ml,Jlll~ !be ·<lm.we~d fori'll! (jh~W!ges~ Wiltho~t: tJlli~ Ililronrmtkm, full: im~ot ilISS@SSHiI@lilir. cannot 1:;Joe.(;.Q:mpl~d..,. ,C'IIl':!d the IiJaIa.n~of riisk !lind IbeneiH W the

I ive selVi~@ will riot b~ Ul':!detf'Stood, This ooUJlld lreS!l.lI~ in tlhe ,ehalilr!tj@flot,delr.'E![ilng' a lllihE! p05sibl\e or ,8)(~

b'~5ineilll lbenefit5, Or~n rnving a de~rilfr'loental, t1n~~ted ell~ct olfiJthe li\i'e s;e.tVLce.,

!!I \NIl 0 IRAlSEiDtlheclitange'?

• M@tls tM REASON for~he ch .. lflge?

.. Ma~i5 Ute IlEnJrllN req~ir,ed litom 1!1l@ dhalil,ge? IIW1i1at aretlile IRISiI<.5 involv:ed In tile dni1lWlg:e~

.. ViJhat re~~l.lIro;s <I!iE! REQlJmElD W delf\l·er the d1o'lnge?

• Vllho is RESIPONSiIBLE for thE! b~ild, tsst and impiE!ifJl8ntMitm of mE! cinam;ge?

.'Nhat i:ootn:e 1flEU\.1I0NiSH[P bet\!'lfeen 1hi:> dh~n~[lil'ld other ,changes?

The lRequestfor (hilrlge ~RFC;) ~ffi key' inrom1l1ltlon ~()urr(Je ~ndtl'@~~I:.'StroF ~h~ dlaog~ ,;u:tl';,liti~s·o(:

II Cre<~t'l! and lrecord III Revle:w

III A'5~, end evaluate !II! AlI.I~hQrim

Ii pl~!"l

·GoQrdiflat~

• R~VieW

iii Close.

l~a<:h RiFf: 'WilltollO'llii@. :orelec:ted C~nge Model d'ratis appropTi!1!teror '~he tnOli1ilm1!Eit1JcI t)/1P€l 01 mtiinge. Change Modeb Ol~-e. ~nNl;S1aibli£hed ~rooes~ flows wid) ~l'1e !f!E;!C:!;SS'UY .:>t!;t;lS to ~atlsfy d,~ type of c~al"!,ge and le'!;\eloi .aulihmh:OlItiolil ne@dl!d to [pI'Ojp€!rly "SS@s::5 ~sk and impact,

Thr'E1B basoc: Ch,mgE Models are i~du:dE!d in ServiCE! irarnitiQlls wlilridh GlJr:I be ,a.daJp'tBd~o5~it ilildiYicliua I org<ltl!izational dr(l~mfitan,.c~$, aile! need,

• Stilndilrd tlhatmgiil tM!Dd~1 - Used for pre-au!l!ho:rized repetitive" ~ow"ritik.. well-'l:e>te<achangei>, .often '~I'le:>e' will be the mood usedror sel'Viice op.er3JtiOln<l1 rna!nrtem.l'lli'loo C:h<fng~

...-1...., \_- )

• Norm;:!11 Ch;u'i!}il MOod!i1 - The fllU model for cnar'lg€'s, Uha'l ml!i~t go '~hroIJ9h a~~S5ifneil1i1.. aLl~ho:ri:!<ltion and Ohar'lglil' Adviso:ry Boalfd(CAJB) Oigreement babe imptiementation

I. IEimiliillJl~I1I,""Y 'ClIrt,Uilgi MOiMI- A roodlE'I rlBeil\led only for highly ,critki3ilahan~5 Iflooded kl rest,ore failed hi9n ,acv,ai!abilityar \!\Iide;pread servioOe filili.!iie, orr that will Ipr,event5uch <I failijrefrom imlirniiilenttyooclJ rring.

Figure 6J: depiCilll t~ hlgh-Ie!ilelflow o:r a N@nmal (]\ange Model.

Idrornt@ RFC

(hang!;! pro.PQ~1 {~iiol'!Bl)

»>:

...... tnOFi~ Ch3l'l!)e IP~o~1

~J

'Ch~rI;.ge A~~h.elfily

'6.2.2 Change ,A.dlv~S(l ry Board

mhE! CAB ilsa body that ,edst!i~CI :!IL!lppmt the iltilthmizartioFl of dh1ling;l'5 and to. ass:1st ClillInge "'.jaJnag!2rn~nt illl dl€ ass.wsmenit aJlid priQr.itization ofcliclll!ges, As <tifllQ Whelifl t! ,CAB is, ooifllj"~ned, lIllarnbl1'FS slnou!ldI be dho.selfl wino Cir,~ ~apable nf E:lIiWU tin-tgUhat <IIi d'l<mgeos wit~lilii t~'le scope (1f 'the CAll <lIFe ade-quately aS5essedfrulTli botlh a bmim~~ and a tachnicel v[ewFNJ~nt.

The CAB may be ask.edl to consik:ier and racommsnd ths adoption or rejection of chanqes appropriate for hfgher Ilevell authorizaticn and then re<:ommendatiolllS wilill be submitted to the appropriete change authority;

To achievethis, the CAB needs to hdlude people with a clear urnderstOJndin91 acrossthe ooolle rcmge of stakeholder 11.""rl~. Thi~ r.h.:lng~ M~It)j;'l;9p.r w~11 nmm.:llll;y rh;'l~r ,h~ ["AR and pooohtial memDE!'ts iru::II[.!ld~:

!!II O.t.i:omoeJls)

• U~er m<iiFla-ge~(:s}

• User grollp IrepresBntatoo(5)

• A\ppl i,".a~iorn, deveio;peii!i/1manntail1er5 III S!pedOiI i:>tsllech!llca I oo!f!sllll~11tS

• ~ic@s <lnocio:p€!r<ltliollis st<lfl', e,.g. Service iLle§k, t€!st man~i?ITl'flnt, Irn'SCM, st;l[urity, cap&:rry

I!l F,ao;::~ltleS},oIfooe ~erviCies stat (wh~re dlJ1lnge:> mOlY .1'lffoc[ moves·/'ac:oommooation and vloo versa]

• GootJracltolF':S 'Of third I~~i~.~' l~p~Siemgltive~, ,ago ~Il ourts:mUodng :smDuomons.

The ~lVioo TlfaMition core 1P'!.Iblie<rtion wntai1fl5~he fun Cihange Mafi<lg~m~nt proc@ss.

6.3 ASSET AND GONF IGURAnON MANAGEME;NT

Witlfliifl the iturman Iboo!{ lie a n~ml]er ,ofilflitroctlte- r.ystems. 1ihe: lresiPili<!~ory. neiNQlJ~ and drwl<itory system~ Ihave di:>ti!f!afu!f!.eti@t'!t lbu~ they @iso h!'!ve .. cIiiUc;~1 ,d'eJle!f!dem:y

Setvice TraF'i5l1tion - p-epadng for changeS3

oifl Illie aM~her" 'If o:ne ~W;1jl't:E'ml fail5. the ·o:th;eiF.; will ~11~ij<'llly s~ccumb, tI.ri!e:~~ pruvioodadditiaool ~~ sliJP~ortlnlg Ilt'ltelMntkiWi. SeNh:::es aile- :5y:>t~m:> with :!i~m,jj~r leVEis ofil'lterdeipendency. These are 5ervirei3:5~ whi{lh Ihave conJflglW ratl(ltls SPECific to~he fuFi~ltkl!tiS 1hey p.erfonm arid, ~JI~!m<11eiy, .~~ ~rvl~~hey ooiiec~ ,~i~r,

iMo organizatlOOl can Ib@ fl!JUyi!ll'iei@nt or @ftsd1lv~ unn~1>ll managC'5 its assetswell, partlcularly those aS502t5 that <JJrc: \IIit<! I 'to the runn ing of tho: customer's or Org<! flIi!Z:atiolll's business. I 11 its process manages the service assets in order lo su ppm l ttl ~ olh~r ~~wice rn'lIli:1.'IJ~rn~rll prIlJOl~~I:1~.

The goo[1 Qf cptlrnizlnq the petfQrm~IKe of s€!Nice assets ~I1CJI CQnfi9luran]oflls im proves the overa II seNlice partorrnanoa and optimizas tha costs and risks cau~c1 by pooarliy ti'fm~a9led &soots, r;?91. ssrvlca OLl1i:3¥'S, ifi11l&5, correct lic5I!Oe ree-~ aM 'fiilf!ed aJ~dit:;.

SellVl~tl, Asse;t m'1.d Configuration M.anJ1l9!'!meWl!t (SACMI pro~kI~~ ViShb.mty of a,c!J.u:~w f@iPf@S@rJlt.aticms; Gf ;;i .~f\!'ice, lrerea~ er envii'O"ment~~t enobl~

.1 B~tt:er fOI'eCasi;ing cmd Iplillnliliingl ,0( dn@n9~

• Gna'n9'!'!5 CiifllQ mele<'l:SE!s to DEl! aS5E:5leG, planned and deli'lrerred ~u~ce~riL!lly

• Incidents and f!I1ob~emlS to Ioe resolved 'Witihi!f! 1h@ ~rvi.c;e le~ tEl!¥!e'ts

• S@1I"!100E! le\f~15 and Wi3irrain~f,B!S to lbe delivered

• ~,tteradne;r;enw t05tandiil1rdi5, legal aM reg~ l[itor)" dbligatiQt:l~ (fuover It'lol'l~Qm'Qmm .. ~res)

• More b!LIsPJI@ss of:lpmt!LInit:ies as1libiE! te ciE.lmQnsmr.:rt@ colltrol of assets and .5@MC:t;!S

• Chaifl9~to be '~race"'bie from Ireq~k~m€!iflt5

.. Cl'e'<!tl~t1Io( theaibiiityto identliv the costs for <l ~ervlce',

16.3.1 Conflg1l.11raltjQ!1 It..em~

A CQWJflgl1J rOltiQ!1 :I~em ,rei) 1$ <I!f! ~et ~e~e cOl!1lpooen~ or Q~her i~E'll"! wl1i~h b,or will be. Ulr!.der the contl'ol of (:anfiglu~,atlon Manaog~m!2!rrt ,Cis may V1<iIY wk!@1y in

cornple::ity, size and type, r.lngiiflg from an entire rervire or ~m r,n~llWdin9 all hamware, s~re, do~~ment;M:k):n and :ru~pOJ1t :stOlti' to a :silflg!e oolit'!'.\a·re module ora minor Ihardware oompoMi'it.. QI~ may boe gnu~!]edai1d m~t'I~ed togetI1@~,@'~g •. ;;1 s~of c·ompo~ts IIT!@)I b~ g~olJ~d into ~ I~~ OI~ s~@lJI~d be s~r.ected lI~i!f'!g ~~t<!bllshed ser.ectilltl c~l~erIOl.,Q:FQI.!P,ect; cl .. ~if:~d <lfld fidelfl!titie:d iii! :S11,J~1'l <I watY that: they are ifIlOl'nageab!e: <llfliLl t1~a()e:a'bk1 tlhilUug'houttM SeJ"vioe: Lifeq.rclei.

ilihere will be .. VOlliet)! of Ol~ the fQnow~!'lg (;a~eg@rie~ mOlY ih@!p W td@ntity thlEm"

• S@M:cllii· Li£'@qide Q(j; 5~dh a5 u~ B~5ini?S5 C<l!5~J' 5'Il\Ivic·~ managem!1mt pJall5, Service Ut:eqde pli3Jli'I5, Service IDe:>iglfl Pa(l\;;age, ire~6<l1>e and~lilalflige IPla:h5,and ~es!t I~an:>. lhey provide a pict~r'e of '~ne Sii'lMGe Prmider's 5eiIfYICiO::>, Ihow the~Soie services lIYilllbe deliVE~d, 'WhM Ibelfle.fjt~ .a~e axpec:!ied, at wl'!.at CO$t, ~nd wl1en tihey '!.!'!Iill be lrea IIlllid

• St:!rwii~~· ,e!! •. sum as:

'. Sel¥iceci1Ip<lbllity assets.: m<lmlgemelflit'. mg<!inizatlon, Dr,c~:>oes, knowtedge, I~o,ple

'. Service reOOiJ~(/ii:' OIisset:s:filfl:<!I'LCiaica:pital, £')l:>tems, ap',pli~'lrtll)tl~, irli~;mm~IGn.. d<!l~, infr.l~l~lJ!cture~"d fOlellitie;;; po;Qp!e

• SelfVice mdel

" Seif\iice paOOge

• IRele .. se P'lcko!ilg~

• SeMce ~~eptOirice criteria

• OrgiinillatiO:I1I rOl~ - sorn@ dOCl!Jmtlfilta1:ian will dooll~ th~ rnm:actmSotia ali' <3 (i wn@rea5 o1in@~ diOOUffiEli'ita'liioJI \!\11m be i3J a il'l its own IligM and 11~ m 00 mn1fl'.al!Ii'CI, e.g. TIiE!: aTga hiza.tJOn'S ool~lfles5 t~ffill€'gY or 'OH'U"f Ipo~de3 t~lat alfE ililt.emal to ~rle of9ilIfl~~tion bl,j~: independem.t ,ot~he SErvire Pto\!'~tdelf. IRegUlB"tQty or ~tall:l~Ol'Y r:equllretnEi!1~ OIIlso,i'offti'l ,e:<temal I)roolJc~.ti'1<lt 11!~ to be~~d, .~ ,do lPi'(ld~~,~ .sha'red lbet:'l!'!!eem more than one ,gJOOP

I. I'n,.lierna'~ (lIs Gomprising 'tmo:se delivered Iby iilldividl!l<ll project5,iniCtu(;jilng' rnngi~le (datl!i (ientre} aM intangilbie assets such <!ssoiiltWOl~El thJ1lt' Ol~e rElq'ulredt))) dlelllJfi,F and rna Intaln 'lihe ~Elf'!JicEl and; inf'i:<ist]juC;tliJre

II b'tem8i1 ,Cis SlI,Jir;;n go. ,~Ir;;!.lstomer reqll,Jiil'eli'OO'nt~ amd <3g1roE!emenit5, reDeGiSe5. from .s.u~plie'l1i or IIUbe'OIlJD(:i3jctollS .. and ememal .~lVie·~

• Inmnill:@ (]!!ltihioilt "~'E! r'@q'uir!!d to di!!liWf tinE! end-to,end :SIZMc~ .;orosi> a SeINiC<1' i?rOl!.!icil1:!r ilnl!:e~~ (S!PI'~.

6.3.2 Co!d:l9ur~tiQli'! Ma !l!lg'E!i!iT!Elrnt:SYcs'tem

Tob !TIll~g~ l<'Ilrge <1M (lo:m~~x nr :se!1Vice:> <lndi Infi<l:structilHElS, servlc~ AS:l.e·t and (~on1lBguratlon M<'Int.lJ~fflil~l'it lSACM) Ireq~lIi~@,5 tnl! use of a supporting, sY5'tem 1:!!1O\!V,[l ~~thl? 'GofittoglUlration M~~agE!lmE!llJt System (eMS).

ThEi' 0\1\5. lhiDlds ail~he ill1!'9rmatiolii~Qf ,el:> 'lNithintlile designatea SOOPf'. Same of these i~~m!s Will have rela~Etd spocmc~t:iom o.r fI!es that co:mairi thec(i\nmen(sof tti;e i'l:em. ,e.g. ml'l:\!';tare. docll'mer.'I!t 'at' fptlot09rraj!,]~'l. IFor' '!fXfl:i'I1:ple., .a 5!1!rvice- (I w~lindlJlded1!e ·deWII:> sueh as slUp~lIe~"r:.@~!I;, lPurdh":ie dale and reU!ewald.a~e fOf liceW!~~n,d m.ai!i1!~e!f!<lnoo (@iflftr.<1(W <If!(J the 're~te~ dool,J!f!'!~n~~r!OO SI.n:;ih;j!S S'l.A;s .. and I1JnderpiTIning ·COIn:!;nacts.,

Tlhe (ty:\S. is slso ~~sed fQr a w~de 1t<ll\ge (lff pl,l~p©se-:>; for .eX<lmp!!= as~at data Ineld In the eMS mOlY be made ~'iI;;Iil;:l'blh~ to ~e~I!'1I;;Ilfi~~rJ;i:;~li;I$Se~ 1nl~~Il!~meli1lt ~~tetnI~ to Ipeoonm .sp~cffic asset 1n'1~Jli?4gement p,rocE!s.'S I~PQrtlrnQ ourtsOCie ."anfigmatiOifl rll<l:rua;gerlTIlE!l1t.

Tine C1I.NS· ma ilfrltains the relationslhips rerween aU ser\'&ce ~gmponents <lnd an,y Itela,ted ifll(;idelflu" problet'Oli, IkOOlN,n ·ellors, .change <In,a rel~e doctlmelfrlt<ition and m<IYalSQ, ccrntainrorparate dat'1l'al}out:employ~, suPtP\i.e,ffi, loc;-aticms <!onel busines:s ~l'itlt$,.CUi!lMmeffi .md I!IlSellS ..

..-1... \_- )

Attributes :fm: CJOn'ligumlion items

.Attributes describe the rn8il'iilot,eri!itics 01' ,i3i a that a~i~

\i<i 1!IJ!abfelQ ~@(ord <lind whidh win s~pport SACM 1I1'ldi the ITSM IpriOC@.ss;es i~ :S!IJ,ppOllt.5~

1ilh.e SACM plan ~'~~~E!5,the mnfigu~a;tton i!lffiormatiQfI <lind data archit:eoture. lll!is j[l(illde; tihe att!libUI:e>00 be re:cQi'ded 'for each!ype ,ot~t 0>[ cr. i'ypical attJ[ib\.lt~.l'i findude:

• IJniq:lJe Idemrlifler

• C~~pe

• Hameldes.oriptio:n

• Ver:~O':n {e{!,file. bUlil(j, b~selln.e.relea:sel

• Location

I!I Slipply date

.. LI~nr.;e det~U~, ~g, ~P:lrY tJa~e

• OWWl@r/aL!5!tooian

• St<lttliS

• ;;~JPpi!e~I~QUlrt;~

• Re!i1lt@d docl!llm@mt mestsrs

• R~a/te!d :s~re masters

iii!i!l Hi!.1iortcOII data, ~,g, ,audit U:llU

• Reilaijo!lSl'hip t';Pe

• Ap,pliicable SILA

1Iihe~ea'ttJiilbllll:eS will define- s~ific ~lIn;ctiQn<'ll1 and IPhysi.;;a1 ,c:har~~sti~~ qf 'e,olollh ty~of O!~el and Cl. e.g. size Qr ~:apaCit:r.Ilt)ge,1)her '!Ni~h ,any documentat6orl orr s.p~cffications;.

Th@ business V<I!!IJ@ of $ACM, is ofru:n not re:cogniz:ed until in@ lJI~ ·af the cMs is l!llseci witlil rnhE!lr Sl2f\1ice man:i3.9~ifI'I@ir'lt iprOce5Se5 Williir'l ~h~ SeNice lLi~~id8. ilii~ G\'~S is part or a l<lirger Ser'!.!'ke IKmO!l!.!!edge Mi3in~effiiemt 5Y5t:em (5iI']e line SCMce lirimsitrion ((IF€! public8ition) that ,elr~ the ,~ctiveifless, a!nd \I~ilJlue 00 Siill'Vice IkfI,mvledge.

C:~ illll'o:iifI'Ii<lltio:n i5 critical for reSP\lliliiive5!':tvioo plOvi:>i('m and a5<Sist$ in ,areas such as::

II!!! Service lDesk -imptld of :5eMce~aihJre., SLA. target!J, a~ociated to, ~he service th:at~l1e (IW are 5t1p\pMili'lg. (IWofle~ ,00nd t;;;:ohniC-<li s~PPO!i'l" i!i)f(lr~tlolf!, "'"(Elf'll change1!, to the (] tliJ' <lkI lin '1lnCident trrlagilil'

III. Event M<;If'I"g~mem. - tl"e'ndi.n{gof went's. lOgig~. ,a.g<llimt (I for IpGs5nbie SE!MCE! :stalbil it)' iS5~e5

!II! l'ilddE,lt Ml<inOi&ElIlle.rU - Ioggingot~~It5 ,ayeiln:lt' as ,and abililty to see I.jpstJ'ean1l atnd (iowlfI:>~eamlimpad5

• Financial M<linagem@'nt: - asset and IreplaG!ITII@nt mfecycl@ inmrm<lltdan,. colfltribul;ing thE! S@WiI1c@ v<lllua,t!on activitie'l

• Jl:vilUClbllity and Gontlniulty - Identlillcatiofi (l~ !point !)f '~~tire wilineraoility thlfQugn (:1 relatOCilIil!OfI!ip aM re<1lifidaiflq' inrornmMiolfl1 in the CMS

• SBrvic'@ LI3V@I ~mglBm.ent - EO@riltil'ying' diB,p@m:l!l'mcies i31nd IiE!latllDrli!ilh'ips of oolmpon:ein1s linffi rnl"lt~ib.Jll@- to allJ ~nd-to·end £ei1Vi~e

• OlJi1ilNgE!' Man~gelm.mt - i:del"i!tificatl@riof imp.![lc~tof dh~ng~ to !Ofl\rvi!le\5.

...-1..... \_- )

PlIIRnil1Q, liTiHln~.cm~rrt, re:s(Jur.:e!(, 'Hin~' Mi!IBQerni!rrt suppnrt WoIi'I!in91 r.elatb:iisnlps R<i!wlJ'Co.:;.lo6ii!Jio1J;,'CMS i'1'!'ii tools

'T'!lining "no;! ~"ro

!'9Iq:. S~nt;l~,dl', s~. $o)l'\1le~ ii'orcfo!io-, Wstome\I flortroiio, ~~Ii~ ~r'il;l)!!i~_~i

II

((lIi~f~.Mn

1F--""9'-------r---_",;--_,.,,---------t Milmgemenl: I'I~n.,

~rilcI:

c",I!iIMII

R<)q~i"lii'ioilntJ. 1I:lIi!~ ~if'ii)l)n~ii~~ - Ilel~.

Di;plDl'l'I\o!ji'it O~I"~ pIilm

g~'c",l,jn. narmlfll!!, !i!bellin91 &~,~nd' doc\m~eJi~tlQn ~~~li,,!;lj5i'ioi1lil~~ Id

lJp<j!,J~ed flPC,. 11p[!ated (I

Stat'us; R~.tRc·p~'1: (confii;jlJr,aijon' .,ti;mm~it:l!i1t ~F!d :F'I<!lfuf1ll.Il'ia!'

J 1~'!iledbDd:;

~- - --' - _ .. - '- - - - - --

I?I"r,o*"r(jl~ 'ieost fe5Uttl:

A.udi!kliOCO'o'e I)! ted;

~rOJjhl!lrn~ (bnfidei't"-I!' I" ~L"''oIl6ci and iIoiI"~6tifLi([jjl"

604 RIiIb&:ASJ&! AND DBPI.!O:VMENT MANAGEMENt

• ~Iiveri'ng dlO!l:nge; fOl:ster .. nd _;it o;-p~jm:u!!f!1i cost and IiTIhnimizedn!l!k

• Assuring dl>!iit i!J~5torr~;F$ <lind Llsei'$ cain use 'tne in§M or dlii3figed seMC.E!il'l a \ii.!aY [nOlr 5Ul'lpoDrES thE!! lJij~~n8Ss ,goal~

III IlmprovirlIg con!>istmcy il;'l implE1m~ntaliion approach aQrQ:55tlhe b~:;ill;eli5 ~h<ln~ <I'm:! ~e~icete<!!rrn. :su,pp!ie~,and (![jS.tomiE!fS

III Conhibu~ilfl!fl to meeting <illdltO!!ble mql!lif'€ments('or

t!'{H;:~b~lity through Ser\lijcellr~risitjo!'l.

W'@II'pJarinoo and implelTll@rtt,@d ~i@le1l:S@ "nd deptoyrne;m: will makl~ a s6gntftCarrt dlrff@r@m~ to <In o~a;nlzati(ln's SEF"'IGE! COiSts. A Ijjoor~ytle5ig",ed Ir'EI~se ,ar depioYirtiffit will, at lbest, fDrce .Ii IPeff.scrun:eltQsperid significant amounts of timetlf()ublleshooting prtiblems<l'nd m~fiIagin;g

IEff€(lI:We R'e~ase and ~loymJent ~oogem.ent prnCtiCles enable the Service- Provider. to, add u11i!llffi' to~he bl!l:;llle~ by;

...-k.. \_- )

(om;plie::dty'. IlIt '""'0[,5'1, it 'an cl'iRple tine ffivimnm.entt ,anlll degrad~rhe ~i'V~ 5!ervir:,E':S.

'!Iihe goal of Release ~l"Id lDeployrlilelilil: Malfl<l~melilt ~ to deploy release5 i!litO prodijdion i"Iooenaible efl'iectil,ie use of t~~s$Nioo ir! order te <Jel!ver v<lil)e 'to ~he (lll~t©_mer-

The obJe~ of R'eI~s@ a~d lDep~m@fl'l; M~n~g@rnef!t ls t@ ei)sure llhO')t;

• ilih@re,~ ~d~r (lndcom preli'le~iYe lreie;;lse ~nd deprOYimeflit plal]ltS, t!1la'!: E![lablemE! c!i.!ls:tom~.r ,['Inti [RiSirhe:ss dha'r'l~ proJi!1ct5 to aligrJ~h~ir activitjeswUth ~he-5e plaiflS

II A ~elease p,olokage c~n be Ibul!h u ~il~lledr~e5l!ied"'i1d deployed etFliCoontly tl::l a (jepIO}'1li'l€!UlilgroIJP or target ,~nvrrQnm@nt sl,J!Cc,effiiully ~nd Or! sch:e:julle

• A II1€'W or (hangedS2il\!'ic~ <1m:! its, e!lTlablilTl.g s,ysitteJm!S, te,dhnolagy <lind Clrga!nilZ~o.n ,ar€! capalble of deliV€!ring' '~he agreed 5erviGe requiremelflts, i.e. util itres, voiarrallties anti s~t\!'ic,~ levels

Service TraF'i&lti on - p'epadng for change 187'

• 1ihere i~, IklfiiowlMge traru!'er to ernble ~he (litStomeifS and users to op'lim~E!o their IUSie'OT tne SlffYice ta'

su ppe>rttl1l1i,lr lbusiness ,acti\Jltle~

_Skill!; ~!"id knmvledg~ "Fe t~'r'!~f@fl'@d ·k)operation5 ~nd SI.l,ppr>rt s~ff to ertl!lb!e~hem to ef!\'ect!vely ~nd ,~ciBntly cleliv@r, support and mairlt8Jiln the sel'!;'iCo~ ,accodng. to ir@qIlJJr,ed W,Uir<illtia~ ,and s~rl.IiG~ 1~1s

I. There is minimal unp~dK:teti impact an '~h~ IProdI1H::tiO'"r'i !leMc:es, operation:!: and ~t(PP()liI olfgil!ni:l:a'tiQIil

III OJ:.s~Off!e~$, usars and s~fi!fi(;e Itrh~n.agemer!ft ~taff!l!re :5tJtisfi.ed \l'llith .. !hi£! SeMC@ irarnmon P'"t1ctk:,~ and outputs, e.!g_ ussr domm.@flJtatiorJl OlincinailTliingc

.A l~@)f ill Fi:E'i;fBSe and Depl0}'llTIl8f1t MainagemE'rlt: is demr;li1f19 the ,appropriate release package type for a EIM2r1 type off reie>!l5e. Figt!re6.4 In!j~tJFMe:; QMe;(!'!!fIlp!El Qf a ~Iea;se paclf.age.

TO!dhIno.lO<]f Ar,(~,tern:Ie

Tecl1n~ !in:h;lte3i~r,e

~r·o(;l\il:t Nd'[1Wr;~I.,"e

Ilu~d ~ml

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'I1'le gem~ifal aim ls tIl decide ~he most app:rqpriate lreleaseljiflitlevelID:rl1il,dh sema?asset or mmpofiBnt An o~g.lrni~atl(m maY,for El:Xatnple, decide ~hti.t~he Ireiea:!le unit for Ib~5iMS:5Q~cal applicMio:ns is; tn.ewmple-te <i~pli~"'tIQ:r! in o~de~ to ern~re ~h"t ~esHng ls (,)ornprEh~r:!slv~,. The s<lm~ Qrgani~t!nn m~ ~(~e ~t <l mm,!1! ,appr:oprlaioo rele~e Il!Irllt for ,a website Is at Ut.-e page I~L

Tho] following facters sruo\Jlld be l:i1IkenirltD "CCQ!.JJ1t \IVh;en detiding the~:ppfoWi~ levelfo~ ITelei;!~ ~ntts~

• The ,ea.,e arn.a amount of dhi3inge neij~lXIryto r,~lea:5e <lind deploy,~ r,ele<lse unit:

• The' ,O!'mol,.!ll'!lt of 1~~l!.lr~ and time l'Ieeded tl;) bl!.lli!d, (>eM, distribut'El and implement a m!ease unlt

• The -complexity of in~erf;;l~ be~entlhe propo.~d unit ,and the r!?5t of '!he selNices: <lli'Id :lfil'lfr,ilstructl!llfB

• 1Iihe :st(Yt~e ,[lv.aa!ab!e i~tlhe bl!l~ld,~est, distribution aM !hle emironm.m11l; ..

6.5 SERVICE VAUM1:1,ONI AJND lESTING RELEASES

IGf'flii'CtViJe lbliild and test 'environment management is es~ffiti<'i!1 ~o ensare that ~he lmiidi!i, ,and ~eHS <lre~J!ffi(wt:ed ~I~ a rr;?p~1lJillbIO! and m1lJtli1lgeatll~ mam~~r_ IIBdequate control of these env~ronm~nt~ l"IfI~atll~ that unpllOillnedl chariqss calli compromlsa the t8stfing adii'lii:ie~ and/or causa signiif1unt re-wort:. [)ad~(ated build 8n\lironmelltr moul~d be establlished for il!SS'2mbllil1l9 and bu illdin-g the components for controlled ~1?5t 2100 d~plloyf1ilO!I1I1i: environments.

PreparatiDn of the test envlronrrents includes blililiding, chan.ging or enh",nd.rng the testen .. ilror.!l-;:Jents reildy to Fe:C@iWl'~I~e re:l~s~

Aln f1 s€!MC€!i:s, on rno~t cccasiens, Ib\Jlilt from Oil number of t:edhnDlogy lffr$oU~e:s,Or llTiaifl<l9:Efll~iMa:soot$. rnifl,~ btlli!!':! phsse, these diifl\E!!rellil blocks, Ofl:'lOIll from differ@nt

~iUPDlier.\j, are iiil:>talied ,i'Indooiflfig~redto¥ther kl(rea~e tbe s;o!~tion ,,5 d~ignl?d. Standard izatiolflf.ld!itat:estlte IUiitegratloli'l Q,f t1'le c![ff:ellEinJt buildili'lg blooclks M p~ol)llde a 'WOrking'ool~tiolfl and ll.eMce.

Al.Jltom,~t!lngtn,e. ins1~li,,~1{ln !)f :s,ys~~~ <lflcl ,",ppiiQlillQfI sof!:wareol1to server;\; and wor~tM!oUls redlJ~ the d@~nd@mi~on ,Pl!Opt.e ,~t'ld strE!~lnlin~ tih~ ,p~o~!.!I~s. I)epeW!di!f!,g O~ the r~!e.;lse Imd depkl)'ment pl.>lru:;,~he ~llsta~latiori may ib@ pErfumm@diirl oov..a'f1ce (for ~mpl@, if'eCjuipmenti:s fbeiWlg IrrepJa,ed) Qf'it may h~e to OC'CUF in situillli the' n~ EffiViNmment.

The lp/rly:>i~i'll irrdl~tr'~ctil.ire e~emE'f'ilt~ toget~ wilihthe environmE=nt iln which '~htzy will oper<it~, IIi~ed to Doe, ·t@5teO i!lppro~ri!1itely. P,~rt of the tEsting !may be tl:! tast file ifeipl1cation of 'h~ infif.;struc~~N~ solllJJlio:r'i nr<lm one environment to alilQ'~her .. Tlii;s,gives a beitJterglj(l!ran~ee llh<!oh'ie rollo!!llt 'to ~he ~rocl!.!l,!;i~n eitWir:ofll'l1ein~ will ~ ~!!I~r;e$:5(u1.

Iest envirrolHllents must be acti'l,ll?ly m~int~inoo ,~nd IPf'Otec~ed ufSing se!rrvlce maruag~m.ent: best prectiees, ~or a1rll'fsiginffii.c'IIlt: change to <I s@lNk~,tlh.~ qu~.s,t~on 51hiD~ld be as~cI (as iti:> for the oorutiif1,1J~ relevance ofmntii'lil.iiit¥ aiflid GlJpadily plam):'IUhi:>change ga~ ,ahead" wil~ t].herr'e :need to be 01 ool'!iSeqll.len~&!1 ,d'!a!f!gfZ: tQ~h~ '~e;.t d<l't.a?' Dl.Irin911i:h~ bu~ld and t£oS1i: ar.:.tiv~ti.g.s, oparations a nd

support teams need! to be kept fullliy informed! and illlvdlvedl as the soIll.Il:ion is built to fadlilIat8 a structured 'I1ranS1'8r from the projO!d to the operations taa m.

Figure 6.5 provides <'III <!>:ample of ~ice testlin91 through the Service Transjtion staqe of the lif~cvdle ..

There 15 ~f1I lnvlslble separatlon between Chllnge, Configuration, REllease and Deplloyment. Each works hand illli handtQli\l"Is~re milrnimal di!;lrLlp1ioll and risk to' tihE! Ibul5~nffi:5, duri~s~Mre tranlSman. The Servic~ 1i'ramitiollJ Gore pti'bl~atiQIi GOl1ltain:> ~~il detail~ ()~ ei'l'llhof tm~e importal1itt processes and glJlid;,m;e'E:! On mow to impl@mel1t aila USE!: tliiem .

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