Sms doc 050 5 service design specification

Business Requirements Document

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Service Design Specification

ISO/IEC 20000 Toolkit Version 6 ŠCertiKit 2016

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SMS-DOC-050-5 Service Design Specification.docx

Service Design Specification

Implementation Guidance (The header page and this section must be removed from final version of the document)

Purpose of this document The Service Design Specification sets out how the new or changed service will be implemented at a high level.

Areas of the standard addressed The following areas of the ISO/IEC 20000:2011 standard are addressed by this document: 5. Design and transition of new or changed services 5.3 Design and development of new or changed services

General Guidance This can be a very significantly-sized document that sets out everything to do with how the new or changed service will work. The intention is that, by defining as much detail as possible in the early stages of the project, the later stages of transition and operation will run much more smoothly and take less time.

They key is to ensure that your definition of requirements is as complete as possible although this can be difficult to do as the emphasis in the early stages of such a project is often on the functionality rather than the service as a whole.

The list of headings in this document should be kept where possible as it is based on some explicit requirements within Part 1 of the ISO/IEC 20000 standard.

Review Frequency We would recommend that this document is reviewed annually.

Toolkit Version Number ISO/IEC 20000 Toolkit Version 6 ŠCertiKit 2016.

Copyright notice Except for any third party works included in this document, as identified in this document, this document has been authored by CertiKit, and is Š copyright CertiKit except as stated below.

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Contents 1

BACKGROUND ......................................................................................................................................... 7 1.1 1.2 1.3

2

DOCUMENT PURPOSE ................................................................................................................................ 7 REFERENCES ............................................................................................................................................. 7 WORKSHOPS AND INTERVIEWS ................................................................................................................. 7

SERVICE POSITIONING ......................................................................................................................... 8 2.1 BUSINESS CONTEXT .................................................................................................................................. 8 2.2 SERVICE VISION ........................................................................................................................................ 8 2.3 SERVICE REQUIREMENTS .......................................................................................................................... 8 2.3.1 Summary of Interested Parties ........................................................................................................ 8 2.3.2 User Summary ................................................................................................................................ 9

3

SERVICE DESIGN................................................................................................................................... 10 3.1 SERVICE OVERVIEW ................................................................................................................................ 10 3.2 ORGANISATIONAL DESIGN ...................................................................................................................... 10 3.1 SERVICE DELIVERY ACTIVITIES .............................................................................................................. 10 3.2 AUTHORITIES AND RESPONSIBILITIES FOR SERVICE DELIVERY............................................................... 10 3.2.1 Dependencies on other services .................................................................................................... 11 3.2.2 Evaluation of other parties ........................................................................................................... 11 3.3 HUMAN RESOURCES ............................................................................................................................... 11 3.3.1 Resourcing .................................................................................................................................... 11 3.3.2 Skills and Competencies ............................................................................................................... 11 3.3.3 Training and Knowledge Transfer ................................................................................................ 12 3.4 FINANCIAL RESOURCES .......................................................................................................................... 12 3.5 TECHNOLOGY AND TOOLS ...................................................................................................................... 12 3.5.1 Monitoring .................................................................................................................................... 12 3.5.2 Batch Work ................................................................................................................................... 13 3.6 PLANS AND POLICIES .............................................................................................................................. 13 3.7 CONTRACTS AND AGREEMENTS .............................................................................................................. 14 3.8 SERVICE MANAGEMENT SYSTEM CHANGES ........................................................................................... 14 3.9 SERVICE LEVEL AGREEMENTS ................................................................................................................ 14 3.10 SERVICE CATALOGUE......................................................................................................................... 14 3.11 SERVICE PROCEDURES, MEASURES AND INFORMATION ..................................................................... 15 3.11.1 Procedures ............................................................................................................................... 15 3.11.2 Documentation and Information .............................................................................................. 15 3.11.3 Service Reporting ..................................................................................................................... 15

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SERVICE TRANSITION ......................................................................................................................... 16 4.1 4.2

5

TESTING AND DEPLOYMENT APPROACH ................................................................................................. 16 SERVICE REMOVAL ................................................................................................................................. 16

APPENDIX A – SERVICE ROLES AND RESPONSIBILITIES ........................................................ 17

List of Figures FIGURE 1 - SUPPORT ORGANIZATION .................................................................................................................. 10

List of Tables TABLE 1 - DOCUMENT REFERENCES ...................................................................................................................... 7 TABLE 2 - WORKSHOPS AND INTERVIEWS ............................................................................................................. 7 TABLE 3 - INTERESTED PARTIES ............................................................................................................................ 8 TABLE 4 - SERVICE USERS ..................................................................................................................................... 9

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TABLE 5- SERVICE DEPENDENCIES ...................................................................................................................... 11 TABLE 6 - OTHER PARTIES ................................................................................................................................... 11 TABLE 7 - TRAINING AND KNOWLEDGE TRANSFER ACTIVITIES ............................................................................ 12 TABLE 8 - FINANCIAL RESOURCES REQUIRED...................................................................................................... 12 TABLE 9 - MONITORING ACTIVITIES ...................................................................................................................... 13 TABLE 10 - BATCH SCHEDULES ........................................................................................................................... 13 TABLE 11 - DOCUMENT CHANGES........................................................................................................................ 13 TABLE 12 - CONTRACTS AND AGREEMENTS ........................................................................................................ 14 TABLE 13 - SLA AMENDMENTS ............................................................................................................................ 14 TABLE 14 - SYSTEM ENVIRONMENTS USED ......................................................................................................... 16 TABLE 15 - SERVICE ROLES AND RESPONSIBILITIES ........................................................................................... 21

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1 Background 1.1

Document Purpose

The purpose of this document is to specify the design of a new or changed service to meet the defined requirements and achieve the benefits set out in the approved business case. It does not define the functional design of the service which is documented separately [include link to functional design if appropriate].

1.2

References

The following documents are relevant to these requirements: Document Name

Version

Date

Location

Business Case Project Initiation Document Service Requirements Specification [Other documents e.g. Technical Architecture, Functional Specification] Table 1 - Document references

1.3

Workshops and Interviews

This document has been developed using the information captured from the following workshops and interviews.

Date

Workshop/Interview Reference

Attendees

Table 2 - Workshops and interviews

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2 Service Positioning 2.1

Business Context

[Describe how the new or changed service fits in with the overall business strategy and objectives. Include any dependencies with other business projects and initiatives.]

More detail is available from the business case for this project which may be found at [insert reference to business case]

2.2

Service Vision

[Describe in overview how it is envisaged the new or changed service will work; what will it provide to whom. This should be in line with the approved business case.]

2.3

Service Requirements

The service requirements for this new or changed service have been formally documented in conjunction with the functional requirements and have been signed off by the business. This service design is based on these requirements and any changes to them should be formally managed as a project change so that all of the implications can be assessed.

The interested parties and users involved in the new or changed service are shown below.

2.3.1

Summary of Interested Parties

The following parties have an interest in the delivery of the service.

Name

Description

Nature of Interest

Table 3 - Interested parties

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2.3.2

User Summary

The users of the service are defined below.

User Group

Description

Number

Location

Responsibilities

Table 4 - Service users

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3 Service Design 3.1

Service Overview

[Describe the main components of the service in terms of applications, hardware, databases, operating systems, networks, environments, access methods, interfaces and printing. Include a logical service diagram if available.]

3.2

Organisational Design

The following support organisation will be used to deliver the new or changed service. This is the structure to which specific responsibilities will then be assigned as part of the delivery of the service.

Role 1

Role 2

Role 11

Role 5

Role 6

Role 11

Role 11

Role 3

Role 7

Role 8

Role 4

Role 9

Role 10

Role 12

Role 12

Role 12

Figure 1 - Support organization

[Explain whether any aspects of support will be undertaken by third parties and if so where the split of responsibilities lies.]

3.1

Service Delivery Activities

A wide range of support activities will be undertaken to provide the service effectively. These activities are listed at Appendix A of this document.

3.2

Authorities and Responsibilities for Service Delivery

The detailed allocation of responsibilities for the delivery of service activities is set out in Appendix A of this document.

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3.2.1

Dependencies on other services

This service will have a dependency on the following existing or planned services: Service [Network connection]

Dependency [Provides access remote sites]

Comments for [Existing service]

Table 5- Service dependencies

[Describe the implications of any dependencies on other services; do they have to be taken together e.g. is a network connection service required in order to access this service?]

3.2.2

Evaluation of other parties

There are a number of other parties who will contribute to the provision of service components for this service. These are: Other Party [Telecoms Provider]

Components Provided [Network connection to remote users of the service]

Evaluation against service requirements [Existing supplier with a good record of performance to contract]

Action Required [Negotiate amendment to existing contract scope]

Table 6 - Other parties

3.3

Human Resources

3.3.1

Resourcing

[Give an estimate of the resource requirements for the new service; will additional people be needed and if so how many and in which areas?]

3.3.2

Skills and Competencies

[Are there any aspects of the new or changed service that will require new skills to be gained?]

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3.3.3

Training and Knowledge Transfer

The following training and knowledge transfer activities will be required in order for the new or changed service to be delivered. Knowledge transfer activities will be delivered by the lead supplier during the implementation project.

Role System admin

Subject Delivery method Course Days Introduction Classroom course ABC101 5 to system administration Application Application Knowledge Transfer Support configuration

Cost GBP 2,200

Table 7 - Training and knowledge transfer activities

3.4

Financial Resources

The financial resources required to deliver the service once it is live are detailed in the table below.

Item

Supplier

Application ABC maintenance Systems 1 x Systems Recruitment Administrator

Totals

One-off Costs USD 10,000 0

USD 10,000

Recurring costs p.a.

USD 30,000 GBP 25,000

Payment frequency Annual in advance Monthly payroll

Budget Corporate Systems IT Revenue budget

USD 55,000

Table 8 - Financial resources required

These costs have been detailed in the business case for the new or changed service which has been agreed by top management.

3.5

Technology and Tools

3.5.1

Monitoring

The following monitoring activities will be put in place.

Item Monitored Monitoring Method Hardware Database Network

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IBM Systems Director Oracle Grid Solar Winds

Type of alerts Email Email Email

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Alert destination Service Desk Database team Networks team

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Batch schedule

SMTP alerting

Email

Service Desk

Table 9 - Monitoring activities

These will be logged as events in the IT service management system and incidents raised where required.

3.5.2

Batch Work

Functionality of the service delivered via batch jobs using the job scheduler is described below.

Jobs will run according to the following schedules.

Functional Area Product interface Supplier interface Replenishment Interface Stock report

Type Inbound

Outbound Inbound Inbound

Description Program to extract, formulate and create a product data file to be sent to the supplier Routines to transport the product file to the supplier FTP site A file of replenishment requests from the supplier.

Takes in the stock file from the supplier

Schedule Nightly

Nightly Daily 12:30 Daily 02:00

Table 10 - Batch schedules

3.6

Plans and Policies

The new or changed service will result in the following changes to existing plans and policies.

Document Ref. Document Title ITSM066001 Information Security Policy V1.0 ITSM063006 Service Continuity Plan V2.3

Changes Include section on web application firewall settings Incorporate new service in plan

Reason New technology

New service

Table 11 - Document changes

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3.7

Contracts and Agreements

As part of the support of the new or changed service a number of contracts and agreements will be put in place. These are listed in the following table.

Name ABC Application maintenance Development OLA

Scope Software fixes, upgrades and help desk support Small code changes to database applications

Type New Contract

Party ABC Systems

Change to OLA

Development

Table 12 - Contracts and agreements

3.8

Service Management System Changes

[Describe any changes to be made to the way the SMS will operate as a result of the new or changed service, if any.]

3.9

Service Level Agreements

As part of the introduction of this new or changed service, the following amendments will be made to the Service Level Agreement:

Document ITSM061002 Service Level Agreement V2.1

Section 4.2 Hours of onsite support

Amendment Reason Increase to 24 x 7 Requirement to react to batch failures immediately

Table 13 - SLA amendments

[You may decide to create a new SLA for this service, depending on your approach as defined in your Service Level Management Policy.]

3.10 Service Catalogue The following updates to the Service Catalogue will be made as a result of this new or changed service:  

[Name of service] [Number of users]

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  

[Service availability] [User locations] [Service Level Agreement]

3.11 Service Procedures, Measures and Information 3.11.1 Procedures

In order to deliver the service the following procedures will be documented: 

[List procedures required to perform the service activities such as user creation, backups and software installation]

3.11.2 Documentation and Information

The following documentation will be created as part of the implementation:   

User manual Administration Guide Service Handbook

These documents will be stored on the shared drive at the following location: [link to shared drive location] Information about likely incidents and service requests for the new service will be recorded as knowledge articles in the service desk system.

3.11.3 Service Reporting

A quarterly report on the incidents logged for this service will be produced as per existing service reporting procedures, together with an indication of performance against expected service levels.

For major incidents a separate report will be produced in accordance with documented policy.

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4 Service Transition 4.1

Testing and Deployment Approach

Testing and deployment will be carried out in accordance with the Release and Deployment Policy of the organisation and a release and deployment plan will be created under the control of the change management process.

The following system environments will be used to perform test activities for the service: Environment Testing Stage Unit Testing System Testing Regression Testing Performance Testing User Acceptance Testing Training Operational Acceptance Testing Service Acceptance Testing

Comments

Development Development UAT UAT UAT Training OAT OAT

Table 14 - System environments used

The standard Service acceptance criteria checklist will be used.

4.2

Service Removal

[If the service is replacing an existing service, explain how the current service will be removed, including the date(s) for the removal, archiving, disposal or transfer of data, documentation and service components.]

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5 Appendix A – Service Roles and Responsibilities The following table shows the allocation of responsibilities for performing support activities to support teams.

[This is an example list; the actual activities and the teams involved will vary according to the nature of the new or changed service. You may wish to create this table as a spreadsheet.]

Team: Task

Team 1

Team 2

Team 3

Team 4

Environmental Environmental management Environmental monitoring Environmental support Server Hardware Hardware monitoring Hardware upgrades Hardware patching Hardware support Storage Area Network SAN capacity management SAN configuration SAN backups SAN recovery SAN support Server Operating System O/S Support O/S user account management O/S Configuration O/S upgrades O/S patching O/S backups O/S recovery O/S health monitoring O/S housekeeping O/S security Virtual Environment Virtual machine configuration

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Team: Task Virtual machine management Virtual machine patching Virtual machine backups Virtual machine recovery Virtual machine support Virtual machine performance tuning Virtual machine upgrades Virtual machine security patching

Team 1

Team 2

Team 3

Team 4

Database Database configuration Database management Database monitoring Database backups Database recovery Database user management Database capacity management Database performance tuning Database backup monitoring Database upgrades Database patching Database security patching System Administration Role maintenance User creation Role assignment Printer setup License management Kernel patching Health monitoring Application Support Application upgrades Application patching Application security patching Application functional support Application configuration changes Application backups Application recovery Middleware

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Team: Task Middleware upgrades Middleware patching Middleware functional support Middleware security patching Middleware configuration changes Middleware backups Middleware recovery

Team 1

Team 2

Team 3

Team 4

Interfaces Interface configuration Interface monitoring Interface support Business Warehouse BW upgrades BW patching BW functional support BW security patching BW configuration changes BW backups BW recovery Network Network remote access support Network configuration Network monitoring Network performance tuning Network backups Network recovery Web application firewall support Citrix Citrix server configuration Citrix server backups Citrix server monitoring Citrix server upgrades Citrix server patching Citrix server security patching Citrix server backup monitoring Citrix server app publishing Citrix server performance tuning Citrix server capacity management

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Team: Task Citrix recovery

Team 1

Team 2

Team 3

Team 4

Desktop App Install desktop app Configure desktop app Upgrade desktop app Patch desktop app Printing Printer infrastructure management New printer setup Printer queue management Printer monitoring Job scheduling Management of job schedule Monitoring of job schedule Backup of job schedule Recovery of job schedule Job schedule support Custom code Custom code development Custom code implementation Custom code support Incident management Log incidents Investigate and resolve incidents Problem management Log problems Investigate and resolve problems Change management Log changes Assess changes Approve changes Implement changes Request Fulfilment Process service requests

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Team: Task

Team 1

Team 2

Team 3

Team 4

Access Management Review security Security monitoring Event Management Central event monitoring Configuration Management Recording of components of solution Service Continuity Creation of service continuity plan Testing of service continuity plan Service Level Management and Reporting Negotiation of SLA Service reporting against SLA Supplier Management Liaison with application supplier Liaison with hardware maintainer Liaison with other relevant suppliers Table 15 - Service roles and responsibilities

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