Checklist Service Design Package SDP

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DE - ES - Checklist Service Design Package SDP - Template Service Design Package SDP

ITIL Process: ITIL V3 Service Design - Service Level Management

Checklist Category: Checklists ITIL V3 Service Design

Source: Checklist "Service Design Package - SDP" from the ITIL Process Map V3

The Service Design Package 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):

Service Design Package - Part 1: Header

1. Name of the service
2. 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. Security Manager
      5. Compliance Manager
      6. Financial Manager

Service Design Package - Part 2: 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.

1. Service level requirements (reference to the SLR document, where service level requirements are defined)
2. 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)
3. IT security requirements which are relevant for the service
4. Compliance requirements which are relevant for the service
5. Architectural constraints (e.g. specific technology or vendors)
6. Interface requirements (e.g. if a new system needs to communicate with other systems)
7. Migration requirements (e.g. if data are to be migrated from an existing to a new application)
8. Operational requirements (e.g. requirements for backup and restore mechanisms, compatibility with existing system monitoring tools)
9. Required access rights (which users or user groups will require access to the service, and what levels of access must be provided)

Service Design Package - Part 3: Technical and Organizational Implementation Blueprint

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

1. 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
2. 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
3. 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
4. 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
5. Operational concept, e.g.
   1. Routine administrative tasks to be carried out
   2. Rules for archiving and backup

Service Design Package - Part 4: 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, Release or Project Management.

1. Preliminary Service Transition Plan
   1. Major project phases and milestones
   2. Intended time schedule
   3. Required staff resources
2. Required budget for service implementation (itemized)