SERVICE DELIVERY
El propósito de ‘Service Delivery’ (SD), perteneciente al Nivel de Madurez 2, consiste en suministrar servicios según los acuerdos del servicio. Esta área de proceso abarca los siguientes procesos: (1) Establecer y mantener los acuerdos de servicio, (2) Preparar y mantener una propuesta de suministro del servicio, (3) Prepara el suministro del servicio, (4) Suministrar el servicio, (5) Recibir y procesar las solicitudes de servicio y (6) Mantener los sistemas de servicios.
El suministro del servicio abarca el establecimiento y mantenimiento del acuerdo escrito con los clientes. Un acuerdo de servicio describe el servicio a ser entregado al cliente, los objetivos del servicio, y las responsabilidades del proveedor del servicio, cliente y usuario final. Este acuerdo puede abarcar varios servicios o varios clientes.
Esta área de proceso establece una relación entre el proveedor del servicio y sus clientes y los usuarios finales mientras se cumpla con las necesidades de estas 3 partes. El cliente es la parte responsable de aceptar el servicio o autorizar el pago.
SD se relaciona con las siguientes áreas de proceso: SSD, SST, CM y PMC.
Los objetivos específicos (SG), prácticas específicas (SP) y subprácticas de esta área de proceso son:
SG 1 – Establish Service Agreements
SP 1.1 – Analyze existing Agreements and Service Data
1.1.1- Review available customer and end-user need data
1.1.2- Review concerns of service delivery and support personnel.
1.1.3- Review existing service agreements and supplier agreements.
1.1.4- Review available current service data and service system designs.
1.1.5- Analyze the capability to supply requested services.
SP 1.2 – Establish the Service Agreements
1.2.1- Define the structure and format of the service agreement
1.2.2- Define, negotiate, and obtain agreement on a draft service agreement.
1.2.3- Publish the service agreement and make it available to service providers, customers, and end users, as appropriate
1.2.4- Review and revise the service agreement on a periodic and event driven basis as appropriate.
Productos de trabajo típicos
Customer descriptions of plans, goals, and service needs (SP 1.1)
Results of customer and end-user satisfaction surveys and questionnaires (SP 1.1)
Results of assessments of provider capability to meet customer needs (SP 1.1)
Service agreement (SP 1.2)
SG 2 – Prepare for Service Delivery
SP 2.1 – Establish the Service Delivery Approach
2.1.1- Define criteria for determining service requests.
2.1.2- Define categories for service requests and criteria for categorizing service requests.
2.1.3- Describe how responsibility for processing service requests is assigned and transferred.
2.1.4- Identify one or more mechanisms that customers and end users can use to submit service requests.
2.1.5- Identify requirements on the amount of time defined for the fulfillment of service requests in the service agreement.
2.1.6- Determine the resource requirements for service delivery as required.
2.1.7- Review, refine, or enhance stakeholder communication mechanisms (e.g., notices, status reports, dashboards) as necessary.
2.1.8- Document the service delivery approach.
2.1.9- Review and get agreement with relevant stakeholders on the approach for delivering each separately identifiable service.
2.1.10- Revise the approach for delivering services as necessary.
SP 2.2 – Prepare for Service System Operations
2.2.1- Confirm that the appropriate service system’s components and tools are operational.
2.2.2- Evaluate the results of confirming service system component readiness and determine what corrective action is needed.
2.2.3- Review the service level requirements in the service agreements and ensure that proper thresholds are set in service system monitoring tools.
2.2.4- Develop, review, or refine service delivery procedures
2.2.5- Ensure that necessary resources are available for performing service delivery activities and tasks
2.2.6- Ensure that necessary resources are available for performing service delivery activities and tasks
2.2.7- Ensure that any necessary consumables are available for service delivery
SP 2.3 – Establish a Request Management System
2.3.1- Ensure that the request management system allows the reassignment and transfer of requests among groups
2.3.2- Ensure that the request management system allows the storage, update, and retrieval of request management information
2.3.3- Ensure that the request management system enables data reporting that is useful to the fulfillment of requests.
2.3.4- Maintain the integrity of the request management system and its contents
2.3.5- Maintain the request management system as necessary Maintain the request management system as necessary.
Productos de trabajo típicos
Service delivery approach (i.e., approach to request management and service system operations) (SP 2.1)
Contact and roster lists (SP 2.1)
Service request criteria (SP 2.1)
Internal status reporting templates (e.g., dashboards) (SP 2.1)
External status reporting templates (e.g., service request completion notices) (SP 2.1)
Monitoring tool thresholds validation report (SP 2.2)
Operating procedures validation report (SP 2.2)
Consumables (e.g., paper media, magnetic media) validation report (SP 2.2)
Logs of consumable acquisition and use (SP 2.2)
Service delivery logs and receipts (SP 2.2)
Results from demonstrated service system operation (SP 2.2)
A request management system with controlled work products (SP 2.3)
Access control procedures for the request management system (SP 2.3)
SG 3 – Deliver Service
SP 3.1 – Receive and Process Service Requests
3.1.1- Receive service requests and ensure each request is within the scope of the service agreement.
3.1.2- Record information about the service request
3.1.3- Categorize and analyze the service request.
3.1.4- Determine which resources are required to resolve the service request
3.1.5- Determine actions that must be taken to satisfy the service request
3.1.6- Plan the actions further as appropriate.
3.1.7- Monitor the status of service requests as appropriate until they are fulfilled as described in the service agreement
3.1.8- Review service request status and resolution, and confirm results with relevant stakeholders.
3.1.9- Close the service request and record the actions taken and results
SP 3.2 – Operate the Service System
3.2.1- Operate service system components according to service system procedures
3.2.2- Perform operations support activities (e.g., revise thresholds).
3.2.3- Manage the critical dependencies and paths of the service delivery schedules according to operating procedures
3.2.4- Manage and control the security of service delivery
3.2.5- Perform low-level monitoring of service system components using monitoring and data collection tools as appropriate
3.2.6- As appropriate, perform the activities needed to fulfill service requests or resolve service incidents according to the service agreement
3.2.7- Communicate the status of service requests until closed.
3.2.8- Collect customer satisfaction information immediately after services are delivered or service requests are fulfilled.
SP 3.3 – Maintain in Service System
3.3.1- Review maintenance requests and prioritize requests based on criteria identified when establishing the service delivery approach
3.3.2- Analyze impacts on service systems and services delivery.
3.3.3- Develop a plan to implement maintenance.
3.3.4- Release maintenance notifications to relevant stakeholders.
3.3.5- Update service system documentation as appropriate.
3.3.6- Implement and test corrective or preventive maintenance according to the plan and operating procedures.
3.3.7- Submit maintenance documentation and configuration changes to a configuration management repository.
Productos de trabajo típicos
Request management record (SP 3.1)
Action proposal (SP 3.1)
Customer satisfaction data (SP 3.1)
End user receipts confirming request fulfillment (SP 3.1)
List of services delivered (SP 3.2)
Service logs (SP 3.2)
Performance reports and dashboards (SP 3.2)
Log of corrective actions (SP 3.2)
Customer satisfaction data (SP 3.2)
Request management database record (SP 3.2)
Corrective or preventive maintenance change requests (SP 3.3)
Maintenance notifications (SP 3.3)
Preventive maintenance schedules (SP 3.3)
CAPACITY AND AVAILABILITY MANAGEMENT
El propósito de (CAM), perteneciente al Nivel de Madurez 3, consiste en asegurar el performance del sistema de servicio y asegurar que los recursos son suministrados y utilizados de manera efectiva para cumplir con los requerimientos del servicio.
Esta área de proceso involucra lo siguiente: (1) Establecer y mantener una estrategia de manejo de capacidad y disponibilidad, (2) Suministrar y ubicar, de manera apropiada, los recursos necesarios, (3) Monitorear, analizar, entender e informar sobre las demandas actuales y futuras de servicios, uso de recursos, capacidad, performance del sistema de servicio y disponibilidad del servicio; y (4) Determinar acciones correctivas para asegurar la capacidad y disponibilidad apropiada teniendo en cuenta el balanceo de costos, recursos necesarios y oferta/demanda.
En el contexto de servicios, la “capacidad” puede referirse a la cantidad máxima de entrega de servicios o número máximo de solicitudes de servicios que un sistema de servicios puede manejar de manera exitosa dentro de un período de tiempo fijo. La “disponibilidad” es el grado en el cual alguna cosa es accesible y útil cuando es necesario.
CAM se relaciona con las siguientes áreas de proceso: IRP, SC, SD, SSM y PP.
Los objetivos específicos (SG), prácticas específicas (SP) y subprácticas de esta área de proceso son:
SG 1 - Prepare for Capacity and Availability Management
SP 1.1 - Establish a Capacity and Availability Management Strategy
1.1.1 - Document resource and service use, performance, and availability.
1.1.2- Estimate future resource and service capacity and availability requirements.
1.1.3- Develop a capacity strategy that meets service requirements, meets the demand for resources and services, and addresses how resources are provided, used, and allocated.
1.14- Develop an availability strategy that meets service requirements and addresses delivering a sustained level of availability.
1.1.5- Document monetized costs and benefits of the strategy and any assumptions.
1.1.6- Periodically revise the strategy.
SP 1.2 - Select Measures and Analytic Techniques
1.2.1- Identify measures from organizational process assets that support capacity and availability management objectives.
1.2.2- Identify and specify additional measures that may be needed to support achieving capacity and availability management objectives for the service.
1.2.3- Analyze the relationship between identified measures and service requirements, and derive objectives that state specific target measures or ranges to be met for each measured attribute.
SP 1.3 - Establish Service System Representations
1.3.1- Collect measurements on the use of resources and services and the current service levels delivered.
1.3.2- Establish and maintain descriptions of the normal use of service resources and service system performance.
1.3.3- Establish and maintain service system representations from collected measurements and analyses.
1.3.4- Review and get agreement with relevant stakeholders about the descriptions of the normal use of service resources, service system performance, and service system representations.
1.3.5-. Make available the descriptions of the normal use of service resources, service system performance, and service system representations.
1.3.6- Establish and maintain thresholds associated with demand, workload, use of service resources, and service system performance to define exception conditions in the service system and breaches or near breaches of service requirements.
Productos de trabajo típicos
Capacity and availability management strategy (SP 1.1)
Operational definitions of capacity and availability measures (SP 1.2)
Traceability of capacity and availability measures to service requirements (SP 1.2)
Tools to support collection and analysis of capacity and availability data (SP 1.2)
Target measures or ranges to be met for selected measured attributes (SP 1.2)
Representations of resource and service use (SP 1.3)
Representations of service levels (SP 1.3)
Data on the use of resources and services (SP 1.3)
Data on current service levels delivered (SP 1.3)
Thresholds that define exception conditions and breaches (SP 1.3)
SG 2 - Monitor and Analyze Capacity and Availability
SP 2.1 - Monitor and Analyze Capacity
2.1.1- Monitor the use of service resources against thresholds, descriptions of normal use, and service system performance.
2.2.2- Monitor service response times.
2.1.3- Identify breaches of thresholds and exception conditions
2.1.4- Determine the corrective action to be taken.
2.1.5- Estimate future changes (either growth or reduction) in the use of resources and services.
2.1.6- Store capacity and availability data, specifications, analysis results, and monitoring data.
SP 2.2 - Monitor and Analyze Availability
2.2.1- Monitor availability, reliability, and maintainability against their requirements.
2.2.2- Analyze trends in availability, reliability, and maintainability.
2.2.3- Identify breaches of availability, reliability, and maintainability requirements.
2.2.4- Determine the corrective actions to be taken.
SP 2.3 - Report Capacity and Availability Management Data
2.3.1- Report the performance and use of resources and services.
2.3.2- Report exception conditions in the service system and breaches of service requirements.
2.3.3- Report data from monitoring against growth estimates in resource and service use.
2.3.4- Report the availability, reliability, and maintainability of resources and services.
Productos de trabajo típicos
Service resource use data (SP 2.1)
Growth analysis of service use (SP 2.1)
List of resources not used as estimated (SP 2.1)
Alarm data (SP 2.2)
Availability data (SP 2.2)
Reliability data (SP 2.2)
Maintainability data (SP 2.2)
Service system performance reports (SP 2.3)
Service resource use reports (SP 2.3)
Service resource use projections (SP 2.3)
Service availability reports (SP 2.3)