Checklist Service Design Package SDP

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ITIL Process: ITIL 2011 Service Design - Design Coordination

Checklist Category: Templates ITIL 2011 - Service Design

Source: Checklist "Service Design Package - SDP" from the ITIL Process Map

 

Overview

The Service Design Package (SDP) builds upon the Service Level Requirements. It further specifies the requirements from the viewpoint of the client and defines how these are actually fulfilled from a technical and organizational point of view. It is assumed that a bundle of Supporting Services is combined in order to deliver a Business Service for the client. In this context, the IT organization may opt to supply the Supporting Service with its own resources, or to use an external service supplier.

The Service Design Package is passed from Service Design to the Service Transition process and details all information required in order to develop the service solution, including a preliminary (intended) time-schedule for the Service Transition phase.

 

The Service Design Package contains the following information (the actual level of detail will vary, depending on the type of service):

 

Part I: Header

This part describes the header data contained in a Service Design Package.

Name of the service

Service Owner responsible for delivering the service

Clearance information

(with location and date)

  1. Clearance of the Service Design Manager
  2. Clearance of the Service Design Package by Service Management (confirmation that the requirements as laid out in this document are able to be fulfilled and where necessary, specification of any preconditions which must be fulfilled before the service can go operational)
    1. Capacity Manager
    2. Availability Manager
    3. IT Service Continuity Manager
    4. Information Security Manager
    5. Compliance Manager
    6. Financial Manager

 

Part II: Detailed Requirements Specification as a Basis for Service Transition

This part builds upon the Service Level Requirements and specifies in more detail what conditions the new service and its underlying applications and infrastructure must fulfill, providing all information which is needed for building the new service.

Service level requirements

(reference to the SLR document, where service level requirements are defined)

Functional requirements

(the SLR document contains a summary description of the desired customer outcome; however, functional requirements may need to be specified in greater detail, especially if new applications/ systems are to be developed)

Information security requirements

(Information security requirements which are relevant for the service)

Compliance requirements

(Compliance requirements which are relevant for the service)

Architectural constraints

(e.g. specific technology or vendors)

Interface requirements

(e.g. if a new system needs to communicate with other systems)

Migration requirements

(e.g. if data are to be migrated from an existing to a new application)

Operational requirements

(e.g. requirements for backup and restore mechanisms, compatibility with existing system monitoring tools)

Required access rights

(which users or user groups will require access to the service, and what levels of access must be provided)

 

Part III: Service Operation and Improvement Concepts

This part details how the service will be operated and continually improved, including the associated responsibilities, and what is required to do so.

Service Operation

  1. Approach to managing risks and issues
  2. Required monitoring, measuring and reporting
  3. Requirements with regards to operational functions, e.g. procedures and activities required on operational level to operate the service
  4. Required operational and end-user documentation
  5. Human resources as well as skills required to operate the service

Continual Service Improvement

  1. Approach and mechanisms to continually improve the service
  2. Human resources as well as skills required to improve the service

 

Part IV: Technical and Organizational Implementation Blueprint

This part details what must be done during Service Transition to meet the specified requirements.

Decomposition of the Business Service into Infrastructure Services

  1. Internal Infrastructure Services on which this service is based
    1. Names of the infrastructure services
    2. Service providers (responsible Service Owners)
    3. References to Operational Level Agreements (OLAs)
    4. Required changes to OLAs, if existing OLAs are not sufficient for the service to be established
  2. Externally supplied Supporting Services on which this service is based
    1. Names of the external services
    2. Name of the supplier
    3. Responsible Supplier Manager
    4. References to Underpinning Contracts (UCs)
    5. Required changes to UCs, if existing UCs do not support the introduction of the new service

Transition strategy

(a brief outline of the selected approach to implementing the new service)

  1. Testing strategy
  2. Deployment strategy
  3. Migration concept
  4. Back-out strategy in the case of a failed deployment
  5. Integration with other service transition projects

Details on technical changes

Details on technical changes required to build, test, deploy and operate the service.

  1. Development/ customization of base applications for the service (e.g. if the service to be introduced is based on the SAP system or a custom application)
  2. Supporting tools
    1. Development/ customization of migration tools
    2. Development/ customization of testing tools
    3. Development/ customization of deployment tools
    4. Development/ customization of back-out tools in the case of a failed release deployment
  3. Infrastructure modifications required to build, test, deploy and operate the service
    1. Infrastructure components to be purchased and installed
    2. Infrastructure components to be (re-)configured
  4. Required changes to facilities

Organizational changes

Organizational changes required to implement and operate the service.

  1. Personnel resources to be added
    1. Specification of required resources
    2. Strategy for acquiring the resources
  2. Skills to be developed
    1. Specification of the required skills
    2. Strategy for acquiring the skills
  3. Changes to processes
    1. List of IT processes which must be changed or created, including process owners
    2. Detailed specification of required changes to IT processes, e.g. in the form of process designs

Required financial resources

  1. Financial resources required to build the service (itemized)
  2. Financial resources required to operate the service (itemized)

 

Part V: Transition Planning Information

This part sets an intended time frame for the service implementation and estimates the required resources; this information may be updated later by Change Management, Release Management or Project Management.

Preliminary Service Transition Plan

  1. Major project phases and milestones
  2. Intended time schedule
  3. Required staff resources