AppendixA:TheServiceDesignPackage

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

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

Organizational

Organizational

plan,

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Readiness Assessment

Readiness Assessment

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

Service LifecyclePlan

Service Programme

Service TransitionPlan

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

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

Service Operational Acceptance Plan

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

Service Acceptance Criteria

DevelopmentanduseofServiceAcceptanceCriteria (SAC)forprogressionthrougheachstageoftheService Lifecycle,including: Allenvironments Guaranteeandpilotcriteriaandperiods

TableA.1ContentsoftheServiceDesignPackage

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

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