Defra UnITy

SM-M305 Service Management

Conceptual Architecture
Date : 27th July 2016

Version 1.0
Classification: OFFICIAL
 Service Management Objectives
Area Service Management Programme Objectives
Procurement Replace two major ICT contracts that are due to expire in 2017 and 2018 (re-
procurement)
Delivery Implement a function to manage and assure delivery of all UnITy work stream
solutions
Transition Low risk transition from the current contracts providing continuity of service, reliable
and robust ICT, to allow the in scope organisations to discharge their front-line
operational delivery and legislative obligations..
Service Model Implement a new single ‘One Defra’ service model to replace business-aligned
service models.

Area Service Management Work Stream Objectives

Procurement Complete four procurements, Consultancy Partner, Delivery Partner, Service

Management toolset and Service Desk
Delivery & Service Design and implement a common Service Management Operational Model capability
Model
Transition Implement in a phased approach, Initial Operations Capability, ITSM toolset and
Service desk to achieve the Defra IT Service Model

Programme scope derived from UnITy scope and SM proposition paper

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 Service Management Scope
Services Scope of Workstream Architecture

Service Management Operational Defined the functional model and responsibilities of the Defra retained
Model IT operational organisation, suppliers and service partners

Initial Operational Capability Implement an Initial Operational Capability to provide a management

solution for all agreed Defra pipeline projects, UnITy early deliverables
and agreed Digital Transformation initiatives
ITSM Tool Implement and configure an IT Service Management toolset to be
used by all core suppliers
Service Desk Integrate a Service Desk service into the overall service model and
operational Service Management model
Outsource Service Management As an extended part of the Service Desk, Integrate a ITIL service
IT services delivery function into the overall architecture and operational Service
Management model
On-Boarding of Services On-Board in to the Defra Service Model new UnITy and Interim
services that have completed their service readiness obligations
Transition of Service Management Transition legacy IT Service Management provide by the incumbent
suppliers to the Defra Service Model
Integration of Defra initiatives Cooperate with Digital transformation and any other programmes to
(Digital Transformation) implement supporting Service Management services

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 Design Principles for Service Management

Service Management design principles have been derived from the

following:

Services Scope of Workstream Architecture

Work-stream scope UnITy BOARD PAPER - UnITy Programme Scope

Proposition Paper UnITy Service Management Work-stream Proposition paper

Architecture Principals Network Architecture Design Board - Interim Architecture Principles
v0.4
Architecture Scope Technical Reference Model Taxonomy v0.12
Service Management Scope Service Management, High Level Target Operating Model 20th May
2016

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Service Management CMO Characteristics
The current mode of operations to be replaced by the UnITy programme is
based on two full outsource contracts, key elements of these contracts are;
• Independent Digital Data Technology Services (DDTS) & Corporate
Information Services (CIS) outsource service via IBM & Capgemini
• Supplier provided
• Service Desk
• Life cycle management of IT services
• Operational management
• ITSM tools and process management
• Architecture management services
• Service Reporting
• Service Design and implementation
• Pipeline services coordinated by joint DDTS / CIS support
• Contractual relationship managed via Defra
• Rural Payments Agency (RPA) utilise IBM infrastructure services
• Business functions and application suppliers provide additional support
and management services

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CMO Architecture

Three IT service
desks in
operation today
supporting
delivery of
incumbent EA,
DEFRA and RPA
services.

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 TMO Characteristics
The Transition Mode of Operations will introduce a Defra management and
coordination function between the incumbent suppliers to provide a
management interface for new services.
• Incumbent Suppliers (IBM, Capgemini) Service management and Service desks
continue support
• The Defra Group Services, Initial Operational Capability (IOC) established
• Pipeline support service migrated to the IOC
• Service Management Delivery Partner
• Develop operational and management capability
• Phased development to match IOC demand
• ITSM development
• Provide interim resource to operate IOC
• Legacy supplier operational interface established
• ITSM
• IT Service Management toolset platform implemented
• Single point of reference and record for IOC activity
• Configuration to support IOC operation and supplier management
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 TMO Architecture

The proposed transition

approach for service
management will consist of DDTS/CIS
Defra RPA) Business Pipeline support
3 phases through an Desks
Control
iterative approach to build
the new organisation. Delivery
Capgemini
IBM Services Services
The first transition phase - Service Desk Service Desk

Service Management Toolset

Service Management Toolset

Initial Operating Capability
1st Line

Defra Group
(IOC) will run in parallel Services - Initial
Operating
with current BAU Capability
2nd line

operations and will support Core Service Core Service

Operations Delivery Operations
new pipeline services such
as IDM and MDM.
3rd line

Control

Subsequently the IOC will

be scaled up to take on Core Suppliers Core Suppliers
Transition
service management
responsibility for early
UnITy services such as
Managed Print.
UnITy Service Suppliers

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FMO Characteristics
The Final Mode of operations moves to a single operational management model
coordinating multiple suppliers via common processes and a single ITSM toolset
• End User
• Single point of contact via Service Desk
• Service Request catalogue
• User tools, Chat, self service, Knowledge portal
• Service Desk
• Partner provided service
• Core ITIL process execution
• ITSM Tool
• Orchestration of all processes
• Dashboards, reports and service views
• Operational model
• Service Management Operational model organisation resourced by Defra & Partners
• Suppliers
• UnITy suppliers on-boarded and delivering services
• Commodity & non UnITy suppliers integrated

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FMO Architecture
• A thin retained
organisation who owns
and controls the overall
service management
model (processes, tools
and integration) as well

Defra Retained - Control, Management and Governance

Service Desk

1st Line
as supporting a small
number of non-

Defra – Service Management Toolset

commodity services.
Core Service Operations
2nd line

• A new Service Desk

supplier providing a
single point of contact Defra Group (IT) Retained Operations

for all End Users and

providing core service Core UnITy Suppliers
operational
3rd line

management for an
agreed set of processes. Commodity suppliers
Operational
Interface Interface
Non-Commodity suppliers
(IDM, UC)

Collaboration

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Service Management Operational Model
Service Management Operating Model

Defra End Users

Service Desk
Request Fulfilment Service Management Service Performance Supplier Services
Incident Major Incident Problem
Service Desk and Access Interface and Governance
Management Management Management
management

Strategy & Service Management Control

Planning
Service Architecture Financial Service
Portfolio Service Strategy & Service Governance Vendor and Contract Operational Risk
Policies and Management for IT Measurement and
Management Planning and Assurance Management Management
Standards Services Reporting

Demand
Management
Service Design Service Transition Operate Governance
Enterprise
Architecture
Capacity Availability Transition Planning Service Asset and Change Evaluation Service Operations Operational
ITSCM Management
Business Management Management and Support Configuration and Management Governance
Relationship

Event Management Service Process

Information Release and
Service Level Service Catalogue IT Security Knowledge Environment Control and
Security Strategy Deployment
Management Management Management Management Management Management
Management
Operational Security
Programme Management
Management
ITSM Tooling Design Service Design Deployed Service Service Validation
Service Acceptance
and Interface Management Architecture and Testing CSI
Risk Management
and Compliance

Suppliers
Managed Print Service EUE Hosting & AMS Connectivity Internal Supply Teams

Service Management Interface Service Management Interface Service Management Interface Service Management Interface Service Management Interface
Service Performance and Service Performance and Service Performance and Service Performance and Service Performance and
Governance Governance Governance Governance Governance
Supplier Services Supplier Services Supplier Services Supplier Services Supplier Services

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Service Catalogue
• The Service Catalogue publishes IT services defining the functional
scope, performance and governance model relating to all services
provided to end users or business functions.
• The services will consume the functional capabilities of the Service
Register.
• Service grouping:
• Functional services (Knowledge worker solution)
• Technical Service (Vm’s, site connectivity)
• Operational Services (Moves, Changes, new users)
• Service Attributes
• Hours of service
• Availability Band
• Priority criteria mapped to Resolution/response matrix
• Catalogue service definition
• For each service a catalogue service definition will be created as per the
agreed template
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Service Level monitoring and compliance
• Service SLA monitoring of catalogue services
• Usage, fulfilment targets and performance against SLA
• Compliance to service obligations for application & infrastructure
services
• Service Delivery against SLA
• ITSM process execution
• Incidents
• Requests
• Process execution
• Catalogue services
• Service performance (Availability, Resolution, Fulfilment)
• Supplier contribution,
• Supplier performance
• Service component
• Process compliance
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Service performance reporting presentation (1 of 2)
• Performance dash boards
• Business and Service performance view
• Adhoc reporting via the ITSM toolset
• Business context views
• Defra group performance
• Defra business unit reporting and performance
• SLA compliance
• OLA performance
• Financial
• Formatted paper reports
• Reports for distribution to non ITSM users

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Service performance reporting presentation (2 of 2)
• Service suppliers will deliver service to defined contractual levels and
be measured against SLA & KPI performance metrics via the ITSM
toolset.
• End User & Technical Services may comprise of a number of
contributing supplier services. Therefore, the service and
performance levels offered to Defra must take account of the
performance capabilities of the contributing services
• A strategy for End User & Technical Business services will be
developed through consultation with relevant stakeholders and
introduced through the IOC.
• The UnITy ITSM tool provides a platform via a layered approach to
service definition that could support definition of a Business Services
Catalogue by mapping IT services to business functions, processes
and operational capabilities.
• The Business Service Catalogue is outside the scope of UnITy.

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Service Desk & ITIL Services

• A new single Service Desk service will be procured via a specialist

supplier who will provide the resources and systems to support
delivery of the Service Desk service using the Defra ITSM toolset and
process model.
• The service desk will:
• Use the Defra ITSM toolset
• Use supplier provided tools and systems to resolve incidents at first
contact and fulfil standard requests
• Provide a single point of contact for all End Users, supplier and support
functions.
• Orchestrate, process management and delivery activity as detailed in the
Defra process model
• A Defra common core process set will be used by all core suppliers

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 TOM – Defra End User interfaces
Interface Summary

Service Request Catalogue A web presented catalogue of product and services that can be filtered to show only
relevant items for defined user groups.

Provide descriptions, supplementary information relevant to the content.

Shopping basket to select and request and drive approvals.

Provide fulfilment status information

End User portal Web presented method to raise Requests and Incidents via a structured form to
constrain and aid the users input

Provide fulfilment/ resolution status information

Self help Web presented method to search a Knowledgebase

Orchestration An interface to enable user to self-serve standard request or resolutions

Chat Web presented chat interface with ability to generate Incidents/Requests from the chat
content
Notifications Ability to push notifications to all or groups of users

Email Send status/information emails

Status Web presented service status portal

Customer Satisfaction Method to generate satisfaction surveys and format the request with information
relevant to the service provided

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IT Service Management toolset

• The ITSM toolset will be provide by a service tooling platform supplier

specialist.
• The toolset will be used by all supplier for the core processes
• Interfaces will be provided for:
• Event Management
• Configuration Management
• Service Catalogue orchestration
• The tool will provide as a minimum:
• ITIL Process Orchestration
• Single point of record for all processes
• Configuration Management System (CMDB) federated to suppliers
CMDBs
• Monitor SLA/OLA performance via process execution
• API to support data & process integration with supporting suppliers

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Supporting material

Annex A

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 ITSM – Event Monitoring
ITSM Event Monitoring Interface
Defra UnITy Service Supplier
Defra Group IT

SI Supplier
Event Supplier Status

Automation
event

Interface
Correlation

Incident
Notifications Service

ITSM
monitoring
correlation Monitoring
soliution
ITSM Toolset Web API interface call
engine Status
End Users solution

Notification
ITIL Process

Supplier

Solution
Delivery
Service
orchestration and
End single point of record
User
portal
Status Supplier
Manual Incident generation via direct ITSM access
Service/
Operational
Management
(Sharepoint) Function
exchange
Supplier

portal
data

Service Integration
may implement a
Defra Group Retained
Service Defra Service
IT function Correlation system to
Management monitor UnITy
ITSM solution shall support:
Artefacts store service Impact (This
is currently not in
· Monitor the availability and performance of there services by
scope) either automated systems or operational process.
· Where a service impacting event is detected, raise an
Incident record within the Defra Group ITSM tool.
· Record the Event start time as the Incident start time.
· Execute this via an automated API interface, direct access to
the system or contact with the Service Desk
· The Incident will record the classification and level of Priority
and Impact which will set the SLA/KPI monitor

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 ITSM – Configuration Management
ITSM Configuration Management
Defra UnITy Service Supplier
Defra Group IT

Configuration
Defra CMDB

interface
ITSM
CI Data
Delivery

Defra Data
ITSM Toolset CMDB Import API
End Users solution
Configuration

Supplier

Solution
Delivery
Service
management system *
End CMDB Supplier
User Configuration
portal Management CI Data
Visability systems Inventory
CMDB
Manual Configuration Maintenance
Inventory & CI
Discovery tools
(Sharepoint) Attributes
exchange
Supplier

portal
data

Defra Group Retained ITSM solution shall support:

Service IT function
Management · Define and agree on the scope and level of detail for configuration
Artefacts store management (i.e., which services, assets and infrastructure
configurable items to include).
· Identify and classify configuration items for population into the
repository.
· Regularly identify all changes to configuration items.
· Identify status changes of configuration items and report against the
baseline.
· Periodically verify live configuration items against the configuration
repository by comparing physical and logical configurations and
using appropriate discovery tools, as required.

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 ITSM – Incident Management
ITSM Incident Management
Defra UnITy Service Supplier
Defra Group IT

Updates Status

Automation
Interafce
Incident
Notifications

ITSM
Suppliers ITSM
Toolset Activity
ITSM Toolset
End Users solution
Supplier
ITIL Process

Supplier

Solution
Delivery
Service
Service/

Updates
orchestration and
End Operational
single point of record
User Management
portal Function
Status
Log update and resolve direct into Defra Group ITSM Updates
Suppliers
Service Desk Events
(Sharepoint)
exchange
Supplier

portal
data

Defra Group Retained

Service IT function
Management ITSM solution shall support:
Artefacts store
· Working with Defra define incident classification and prioritisation schemes and criteria
for problem registration, to ensure consistent approaches for handling, informing users
about and conducting trend analysis in relation to their services
· Log all incidents, recording all relevant information so that they can be handled
effectively and a full historical record can be maintained.
· Identify and describe relevant symptoms to establish the most probable causes, of the
incidents. Reference available knowledge resources (including known errors and
problems) to identify possible incident resolutions (temporary workarounds and/or
permanent solutions).
· Select and apply the most appropriate incident resolutions (temporary workaround and/
or permanent solution).
· Verify with the affected users (if agreed on) that the incident has been satisfactory
resolved.
Monitor and track incident escalations and resolutions to progress towards resolution or
completion.

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 ITSM – Availability & Capacity Management
ITSM Availability & Capacity Reporting
Defra UnITy Service Supplier
Defra Group IT

Consolidated Data

Automation
Interface
Information Supplier ITSM

ITSM
SI Enterprise toolset
ITSM Toolset Deployed
Interogate
End Users Architecture
solution

on system
Management

presentati
Suppliers
ITIL Process

Information

Supplier

Solution
Delivery
Service
orchestration and
End single point of record
User
portal
Consolidated
Information Service
Performance

Management
tools Data
Defra Group Retained
Reports and supporting data
(Sharepoint)

IT function
exchange
Supplier

portal
data

ITSM solution shall support:

Service
Management Published report · Working with Defra consider the following (current and forecasted) in
Artefacts store the assessment of availability, performance and capacity of services
and resources: Defra Group requirements, business priorities,
business objectives, budget impact, resource utilisation, IT
Service Integration consume all Availability, Capacity and capabilities and industry trends.
performance data to inform its Enterprise view of the
deployed architecture, application and service platforms · Review availability and capacity implications of service trend
analysis.
· Establish a process for gathering data to provide management with
monitoring and reporting information for availability, performance and
capacity workload of all information-related resources.
· Obtain guidance from vendor product manuals to ensure an
appropriate level of performance availability for peak processing and
workloads.

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 ITSM – Change Management
ITSM Change Management
Defra UnITy Service Supplier
Defra Group IT
SI
Deployed
Event Changes

Automation
Interface
Architecture

Change
Notifications Suppliers

ITSM
Management ITSM Toolset

ITSM Toolset Raise & update Changes

End Users Approvals solution Supplier
ITIL Process Change

Supplier

Solution
Delivery
Service
orchestration and management
End single point of record function
User
Manual Raise & update Changes
portal
Status Suppliers
Status
Service Desk

(Sharepoint)
exchange
Supplier

portal
data

Defra Group Retained ITSM solution shall support:

Service IT function
Management · Use Defra’s formal change requests to enable business process owners and
Artefacts store SI – Deployed Architecture Management have IT to request changes to supplier Services.
responsibility of Enterprise impact of Change,
support Change management · Make sure that all such changes arise only through the Defra change
request management process.
· Ensure that a documented procedure exists to declare, assess, give
preliminary approval, authorise after the change and record an emergency
change.
· Categorise change requests according Defra Groups policy (e.g., rejected,
approved but not yet initiated, approved and in process, and closed).
· Include changes to documentation (e.g., business and IT operational
procedures, business continuity and disaster recovery documentation,
configuration information, application documentation, help screens, and
training materials) within the change management procedure as an integral
part of the change.

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 ITSM – Service Catalogue
ITSM IT Service Catalogue
Defra UnITy Service Supplier
Defra Group IT

Automation
Interface
ITSM
product catalogue
Service and

ITSM Toolset Service Capability

End UsersRequests solution
ITIL Process Supplier
Supplier Service
orchestration and
Service Design Solution
single point of record
function Delivery

Status

(Sharepoint)
Supplier service solution definitions
exchange
Supplier

portal
data

Defra Group Retained ITSM solution shall support:

Service IT function
Management · Publish in catalogues relevant live IT-enabled services, service packages and
Artefacts store service level options from the portfolio.
· Continually ensure that the service components in the portfolio and the related
service catalogues are complete and up to date.
· Draft customer service agreements based on the services, service packages
and service level options in the relevant service catalogues.
· Determine, agree on and document internal operational agreements to
underpin the customer service agreements, if applicable.
· Define service catalogues for relevant internal and external target groups based
on business requirements.

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 ITSM – Service Performance Management
ITSM Real-time Service Performance
Defra UnITy Service Supplier
Defra Group IT
SI Enterprise
performance Interogate Status Status

Automation
Interface
Notifications management Suppliers

ITSM
System Service portal

ITSM Toolset
End Users solution
ITIL Process Suppliers

Supplier

Solution
Delivery
Service
orchestration and Service
End single point of record management
User function
portal
Status
Update Defra ITSM system Suppliers
Service Desk

Notification
(Sharepoint)
exchange
Supplier

portal
data

Service Integration
Defra Group Retained
Service may Implement a
IT function Enterprise ITSM solution shall support:
Management performance
Artefacts store monitoring system. · Monitor the performance Defra published
Currently this is not Services in near real-time based on the activity
within UnITy scope
logged with the ITSM toolset.
· Warn and escalate to defined stakeholders
where breaches may occur
· Monitor and show the performance of suppliers
against the agreed OLA’s and there contracted
SLA’s

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 ITSM – Reporting
ITSM Period Service Reports
Defra Group IT Defra UnITy Service Supplier

Information Data

Automation
Interface
Supplier Supplier ITSM

ITSM
Service Portal system
ITSM Toolset Status
End Users solution

Notification
ITIL Process

Supplier

Solution
Delivery
Service
orchestration and
End single point of record
User
portal
Status Supplier IT
Service
Management
Function
(Sharepoint)
exchange

Provide formatted reports

Supplier

portal
data

Defra Group Retained

Service IT function ITSM solution shall support:
Management
Artefacts store · Running report queries to generate data to compile
Publish reports service performance reports.
· Publishing formatted reports from Defra and supporting
data provided by underpinning service suppliers
· Providing Service Status and contractual performance
dashboards
· Support the calculation of Supplier Service credits
regimes

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 ITSM – Request Fulfilment
ITSM Service Request Fulfilment
Defra Group IT Defra UnITy Service Supplier
Supplier Event
Task requests
ITSM toolset Tasks

Automation
Supplier

Interface
Request
Notifications

ITSM
Orchestration initiation orchestration
system
ITSM Toolset Status information
End Users solution

Notification
ITIL Process

Supplier

Solution
Delivery
Service
orchestration and
End single point of record
User
portal Suppliers log and progress Requests within the Defra ITSM system
Status
Supplier Status
Service Desk
(Sharepoint)
exchange
Supplier

portal
data

Defra Group Retained

Service IT function
Management
ITSM solution shall support:
Artefacts store · Working with Defra define service request classification and prioritisation
schemes to ensure consistent approaches for handling, informing users
about and conducting trend analysis.
· Log all service requests, recording all relevant information so that they can
be handled effectively and a full historical record can be maintained.
· Verify entitlement for service requests using, where possible, a predefined
process flow and standard changes.
· Verify with the end users (if agreed on) that the service request has been
satisfactory fulfilled.
· Monitor and track request handling procedures to progress towards
resolution or completion.

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Principles of Operation – Supplier Integration
Four levels of Supplier functional interface:
• Use – Unity Work-stream supplier will utilise the Defra native ITSM tool and
conform and contribute to standard operational processes.
• Integrate – To supplement ‘Use’ suppliers may use their existing ITSM tool
solution, but will integrate and contribute via a technical interface for key
process data and configuration.
• Interface – The Service Management function will through agreed process
interfaces, replicate key process data and configuration in to the UnITy ITSM
solution.
• Exclude – Suppliers who offer functional services will prescribed services
solutions with little or no alignment to our Service Management model e.g.
Microsoft. The Service Management function will perform the integration,
limited to the provided interface.

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Supplier Engagement model example
• Software Delivery Life Cycle example of engagement by suppliers in
Service Management process.
• Core suppliers follow integrated process model and comply to manage
risk for service delivery
• Web Ops team engage at a level that support their way of working and
manages the risk
WebOps
Core UnITy Supplier Defra Group (IT) Service Management Agile Development support
team

Core UnITy Suppliers Service Desk Online Requests

Core Supplier Change deployment of software update

WebOps Team make confing changes to application

Standard Change Notify via Std

Service Management operational activity

Change details Raise Change request Change request
Request

Impact assessment Change Evaluation

Web Ops operational
Core suppliers Service Status Release and development activity Notify schedule and development
delivery organisation activity to progress
and partners maintain and deliver their
Status
Validation and test service outcomes
and deliver their service
to contractual levels of
performance and quality Scheduling Deployment Conformation

data Configuration update

Notification Close

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 SMOM - Operational Products
The following are expected to be produced to support the implementation of the
Service Management Operating Model
• Principles, policies
• Are the vehicle to translate the desired behaviour into practical guidance for day-to-day
management.
• Processes
• Describe an organised set of practices and activities to achieve certain objectives and
produce a set of outputs in support of achieving overall IT-related goals.
• Functional Organisational structures
• Who does what, interface to whom.
• Information to support SM delivery
• All information produced and used by the enterprise to enable services to be managed
and delivered.
• Catalogue of Services, infrastructure and applications
• Including the infrastructure, technology and applications that provide the enterprise with
information technology processing and services.
• People skills and competencies
• Identify the attributes required for successful completion of all activities and for making
correct decisions and taking corrective actions.
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 TOM – Service Desk
Element Defra Retained responsibility Supplier responsibility
Incident Operate and monitor an ITIL aligned Incident process Use the Defra Process and ITSM
toolset

Major Incident Operate and monitor an ITIL aligned Major Incident process Use the Defra Process and ITSM
toolset

Problem Operate and monitor an ITIL aligned Problem process Use the Defra Process and ITSM
toolset, contribute to solution
development.
Request fulfilment Ability to initiate automated tools execution or activity and pre- Define fulfilment tasks within the
defined tasks executed to an defined plan. Defra ITSM tool and operate the
agreed OLA
Operate and monitor an ITIL aligned Request process
Service Enable third parties to access via an interface operational Provide access to operational tools
Management management tools and systems to enable management of their and systems, controlled privileged
interface services access, RTO, logs etc.

Service Enable definition and monitoring of service metrics, KPI’s, SLA’s Document and agree measurement
Performance and method for all SLA/OLA’s
Governance

Supplier services Deliver services to defined levels of performance, capacity and Deliver services as per contract
availability

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 TOM – Service Management Control
Element Defra Retained responsibility Supplier responsibility
Service strategy & Maintain and develop the Service strategy. Collaborate to support development and
planning offer innovation opportunities
Service architecture Create and maintain all Policies, define standards Comply with and demonstrate compliance
policies and standards

Service Governance and Define and operate Operational Governance Collaborate with Defra, support activity
assurance structure

Vendor contract Manage the interface with all IT service suppliers Cooperate with the IT Vendor management
management function
Financial management for Provide conformation to Defra finance on Provide granularity of data required to
IT Services consumption of services support invoice approvals
Service Measurement and Correlate data from suppliers to create Defra Provide service performance reports,
reporting service management reports, dashboards, supporting data and where relevant access
scorecards. Calculate performance of suppliers and to monitoring/performance tools.
services.

Operational Risk Manage the impact of Risk associated with IT Manage Risk to service delivery, engage
management services with the overarching Defra Risk
management

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 TOM – Service Design
Element Defra Retained responsibility Supplier responsibility

Capacity Manage and ensure necessary capacity is available to Manage and ensure necessary capacity is
Management deliver all Defra IT service available to deliver supplied services
Availability Maintain end to end service availability, optimisation of Ensure services perform to contracted
Management supporting supplier service performance. Availability target, provide information to
Defra to support end to end Availability
ITSCM Orchestrate and record activity to invoke continuity Cooperate with Defra to test and
solutions implement Service continuity solutions.
Service Level Provide Service management data to support process. Manage Service delivery performance,
Management Monitor performance against defined levels provide provide information to Defra
warnings of potential breach
Service Provide life cycle management of catalogue services Cooperate to publish services in the Defra
Catalogue from design through to retirement. Maintain a portfolio of Service Catalogue
Management End user, business, technical and operational services
IT Security Orchestrate activity to address Security Incidents. Comply with Defra security policy
Management Record security incidents and activity relating to there
resolution.
ITSM Tooling Deliver the ITSM tool, ensuring its availability and Maintain any supplier interfaces,.
Design and suppliers operational process requirements are Contribute to the development,
Interface maintained. improvement of ITSM processes and
configuration
Service Design End to end Service Design for all services published via Address the requirements of the
Management the Service catalogue assuring acceptance into service acceptance into service.

Deployed Work with the Defra Service Integration function which Provide tools, systems and access
Service will support for resolution or investigation assistance by necessary to enable authorised suppliers
Architecture orchestrating suppliers to technically functions to manage and maintain end to end service
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 TOM – Service Transition
Element Defra Retained responsibility Supplier responsibility

Transition Planning Responsible for Service transition planning, Support Defra in all activities relating to
and Support scheduling and execution suppliers services

Service Asset and Provide a Configuration management system Provide the CMS to support the suppliers
Configuration including a CMDB, verify and audit CMS operational and management activates.
system. Provide an interface to suppliers Interface with the Defra ITSM CMS
configuration tools. synchronise agreed CI’s & attributes
Change Evaluation Support the Change management process Use the Defra Change management
and Management processes and ITSM tool.

Release and Support the Release and deployment Comply with the Defra Release policy and
Deployment management process processes
Management
Knowledge Provide a searchable Knowledge base Create an maintain and publish knowledge
Management capable of sorting information on new articles in the Defra KM system
services
Environment Create and maintain site and environment Comply with Defra site and environment
Management policies policy

Service Validation and Assure testing Create test plans and perform tests
Testing

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 TOM – Operations
Element Defra Retained responsibility Supplier responsibility

Service Operations Provide a method to Orchestrate, record all Perform operational processes in line with
Management operational activity performed by suppliers operational procedures.
and support functions.

Event Management Provide an interface to receive qualified Notify Defra of service impacting events
events from external systems. Correlate the
events impact on published Defra services.
Classify and record events as Incidents
Operational Security Provide Service management data to support Comply with Security policy
Management process

CSI Prioritise and direct CSI activity. Provide Cooperate with Defra to support CSI activity
Service management data to support process

Orchestrate and record activity addressing

CSI objectives

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 TOM – Governance
Element Defra Retained responsibility Supplier responsibility

Operational Provide Service management data to support Cooperate with Defra Operational
Governance process Governance

Service Process Provide a method to orchestrate and record Cooperate with Defra Service Process Control
Control and and report on activity associated with process and Management
Management control

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 TOM – Strategy & Planning
Element Defra Retained responsibility Supplier responsibility

Portfolio Management Create and maintain the Portfolio Support Defra in delivery of Portfolio
management policy. management

Demand Management Provide Service management data to support Provide Service management data to support
process process

Enterprise Provide Service management data to support

Architecture process
Business Relationship Record the relationships between business
entities, services, functions and service levels

Provide a method to orchestrate and record

and report on activity associated with
business relationships
Information Security Provide Service management data to support Cooperate with Defra to maintain Information
Strategy process Security Strategy

Programme Provide Service management data to support

Management process

Risk Management and Provide Service management data to support

Compliance process

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 TOM – Suppliers
Element Defra Retained responsibility Supplier responsibility

Interface Provide an interface to enable ITSM systems

to be integrated enabling exchange of data in
near real-time for the core processes

Service Performance Provide a solution to enable individual supplier

performance to be recorded, monitored and
reported on

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 Dependencies Summary
Responsible Workstream Delegated Scope
Architecture

All work-streams Provide service specific management tools, delivery/fulfilment processes

necessary to operate a specific service.

Service Integration Deliver service/solution architecture, design, integration and deployment to

enable a service to perform to a defined performance, availability targets and
have all necessary management and deployment capability.

Service Integration Provide deployed architecture management, operation, maintenance and

support
Service Integration Ensure end to end services are capable of delivering the required levels of
performance and functionality.

All work-streams Creation of the Service Design for work-stream UnITy services
All work-streams Provide service introduction, migration and transition activity required to
implement any service under the TMO SM model to comply with the SM
Service Readiness requirements.

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 Design Principles for Service Management
Services Scope of Workstream Architecture

Multi-supplier co-ordination is Defra will be accountable for multi-supplier co-ordination across all life
Defra responsibility cycle stages and for all processes.
Defra provide vendor and Defra will be accountable for all vendor and commercial management.
commercial management
Supplier service performance Defra will be accountable for IT service performance across all
suppliers
Assurance for commodity services Defra will provide an assurance role for the management and delivery
of the majority of commodity based services.
Active management and delivery Defra will take a more active role in the management and delivery of
of non-commodity non-commodity based services.
Multi Supplier service and system Retained organisation is accountable for the design, delivery and
integration will be provided by the performance of all end to end Services supported by each supplier
retained IT origination
Service Catalogue is co-ordinated Provides central view of all supplier services (including service level
and managed by the retained IT measures) presented via a single portal
organisation supported by the
suppliers
Derived from UnITy SM proposition paper

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 Design Principles for Service Management
Services Scope of Workstream Architecture

Service Design through to Overall accountability for all services remains with the retained
Service Acceptance is a retained organisation, with suppliers providing information, deploying and
IT function responsibility operating their service according to their contract.
supported by all suppliers
A central view is maintained of Authority will design and provide a central Configuration Management
asset and configuration System which suppliers will interface to, populate, update and maintain.
information for all services.
Change, release and A single IT supply chain forward schedule of change/release will be
deployment will need to be managed by the retained organisation supported by each supplier
managed by the retained IT ensuring that releases can be managed in the most beneficial way for
organisation the business, managing conflict and ensuring that accountability is
retained
Knowledge Management will be A central Knowledge Base will be provided by the Authority with
co-ordinated and managed by Knowledge information provided and updated by suppliers for their
the retained IT organisation with services which will be made available to users, Service Desk and
knowledge information provided suppliers
by suppliers
Service Continuity planning is End to end ITSCM plans for all commodity- and non-commodity services
managed by the retained IT will be managed by the retained organisation
organisation for all services

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 Guardrails – Architectural Principles
Principle Rational Implications
ITSM as SaaS Supplier access simplified Limitation on solution that are
Follows core principles delivered as SaaS

ITSM variable Per seat Licencing Usage costs linked to actual usage May exclude framework
service
Defra own the ITSM tool, core Intellectual property, management Impact on suppliers standard
supplier use it control retained service models
Common core ITSM processes Single view of service performance, Impact on suppliers standard
operated by all management control, service models

Defra retained IT organisation to Proposition Paper direction Resources and skill required
be accountable for all service Management & risk and governance to operate the functions
delivery control

Out-Source Service desk and Proposition Paper direction Supplier and interface to be
commodity management Leverage industry good practice managed

Defra implement an interim Support migration transition, Incumbents cooperation

Service capability minimise the dependency on required
incumbents

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Sustainability approach
The Service Management Architecture views will address sustainability
impacts of its service model. Processes will be optimised to minimise
the impact where possible via the use of tools, self help, knowledge and
remote support.
Additionally, consideration will be given to ensure elements of the
solution such as the Service Desk consider:
• Staffing of service desks will be fair and in accordance with ILO best
practice, Mitigate any reputational risk to Defra of these arrangements
being exploitative e.g. long shifts without breaks, access to facilities,
diversity, fair wages (living wage in UK )

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Input – Requirements scope
• Requirements from Defra that drive the scope and structure of the IT services
and supporting supplier services.
• Existing Service
• Replace existing service scope
• Frameworks (ITIL, COBIT, Togaf)
• Good practice frameworks
• Service Supplier
• Business services
• Governance
• Management control
• Assurance
• Business needs
• SLA’s
• Priority
• Capacity
• Availability
• Performance
• Transitional
• IOC
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Operational – Requirements approach
• For each of the Service Management Model elements the following
will be defined:
• Process Description
• Process Purpose statement
• IT Service goals
• related metrics
• Process goals
• related metrics
• Functional responsibilities (RACSI)
• Management practices
• Activities
• Inputs
• Outputs

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