SERVICE SYSTEM TRANSITION
El propósito de ‘Service System Transition’ (SST), perteneciente al Nivel de Madurez 3, es realizar componentes nuevos o actualizados del sistema de servicio mientras se administra su efecto en el suministro del servicio. Esta área de proceso trata todos los aspectos de planificación, comunicación, manejo, despliegue y confirmación que los componentes del sistema de servicio realizan en la transición al ambiente de suministro. El alcance de esta área de proceso abarca los nuevos componentes y los cambios de los existentes.
Los aspectos críticos de una transición de sistema de servicio incluye lo siguiente: (1) Control de la configuración de los componentes del sistema de servicio, (2) Administración de las interfaces internas y externas, (3) Despliegue de los componentes del sistema de servicio en el ambiente de entrega, (4) Aceptación de las partes interesadas de los componentes nuevos o revisados del sistema de servicio y (5) Administración de los impactos de la transición.
SST se relaciona con las siguientes áreas de proceso: IRP, SC, SD, SSD, CAR y CM.
Los objetivos específicos (SG), prácticas específicas (SP) y subprácticas de esta AP son:
SG 1 – Prepare the Service System Transition
SP 1.1 – Analyze Service System Transition Needs
1.1.1- Establish a baseline of the current service system, if it has not been done previously.
1.1.2-Analyze the current service system as it operates within the current delivery environment.
1.1.3- Analyze the service system components that are proposed for transition (e.g., the post-transition or to-be service system) for potential compatibility, functionality, or interface issues.
1.1.4- Identify and mitigate potential issues.
SP 1.2 – Develop Service System Transition Plans
1.2.1- Define the deployment approach for each specific service system transition
1.2.2- Determine the cost, resources, and schedule required for transition of the service system to a new or changed operational state
1.2.3- Identify relevant stakeholders for transition activities.
1.2.4- Develop a service system transition plan.
1.2.5- Obtain stakeholder commitment to the plan
1.2.6- Establish a baseline of the transition plan.
1.2.7- If new or significantly changed essential functions are part of a transition, ensure that the service continuity plan is refreshed to include the new functionality.
SP 1.3 – Prepare Stakeholders for Changes
1.3.1- Establish and maintain a transition notification strategy.
1.3.2- Implement the notification strategy to keep relevant stakeholders informed about scheduled changes in services and service availability during the transition.
1.3.3- Establish and maintain a transition training strategy.
1.3.4- Implement the training strategy.
Productos de trabajo típicos
Compatibility analysis of current and post-transition service systems (SP 1.1)
Issues to be addressed and risks to be mitigated associated with the transition (SP 1.1)
Plans for service system transition (SP 1.2)
Transition notification strategy (SP 1.3)
Transition training strategy (SP 1.3)
SG 2 – Deploy the Service System
SP 2.1 – Deploy Service System Components
2.1.1- Confirm that service system components to be deployed are placed under configuration control as appropriate
2.1.2- Install the service system into the delivery environment.
2.1.3- Validate service system components in the delivery environment.
2.1.4- In the case of service system component retirement, archive the service system components appropriately and remove them from the delivery environment
SP 2.2 – Assess and Control the Impact of the Transition
2.2.1- Use data gathering methods to obtain input from relevant stakeholders about the deployment
2.2.2- Proactively communicate information about deployment impacts
2.2.3- For significant impacts, refer to the tactical plan for details about how and when deployment backout or rollback should be performed.
2.2.4- Continue to assess and control impacts until deployment issues are resolved.
2.2.5- Conduct a post-deployment review.
Productos de trabajo típicos
Installation records (SP 2.1)
Deployment evaluation artifacts (SP 2.1)
Post deployment review (SP 2.2)
Deployment assessment artifacts (SP 2.2)
STRATEGIC SERVICE MANAGEMENT
El propósito de ‘Strategic Service Management’ (SSM), perteneciente al Nivel de Madurez 3, es establecer y mantener servicios estándares que se correspondan con las necesidades estratégicas y planes. Esta área de proceso tiene como objetivo tener información necesaria para la toma de decisiones estratégicas acerca del conjunto de servicio estándares que tiene la organización. Los servicios estándares son descriptos en un catálogo que está orientado a las necesidades de información de los clientes.
SST se relaciona con las siguientes áreas de proceso: IRP, SD, SSD, OPD, PMC y REQM
Los objetivos específicos (SG), prácticas específicas (SP) y subprácticas de esta AP son:
SG 1 – Establish Strategic Needs and Plans for Standard Services
SP 1.1 – Gather and Analyze Relevant Data
1.1.1 - Gather and analyze data on the organization’s capabilities.
1.1.2 - Gather and analyze data on the organization’s strategic needs.
1.1.3 - Describe the organization’s capabilities and strategic needs.
1.1.4 - Communicate the descriptions to relevant stakeholders
SP 1.2 – Establish Plans for Standard Services
1.2.1 - Confirm strategic business objectives
1.2.2 -Recommend requirements for standard services based on strategic business objectives, the organization’s capabilities, and strategic needs.
1.2.3 - Identify needed actions on standard services
1.2.4 - Review and get agreement from relevant stakeholders on the standard services to be established and maintained
Productos de trabajo típicos
Analyzed data on the organization’s capabilities (SP 1.1)
Analyzed data on strategic needs (SP 1.1)
Descriptions of the organization’s capabilities (SP 1.1)
Descriptions of strategic needs (SP 1.1)
Descriptions of strategic business objectives (SP 1.2)
Prospective service descriptions (SP 1.2)
Analysis of service system needs (SP 1.2)
Decision or approval packages for selected services (SP 1.2)
Plans for standard services (SP 1.2)
SG 2 – Establish Standard Services
SP 2.1 – Establish Properties of Standard Services and Service Levels
2.1.1 - Select standard services
2.1.2 - Specify the critical attributes of each service
2.1.3 - Determine common and variable parts of standard services.
2.1.4 - Organize services into service lines as needed
2.1.5 - Define service levels.
2.1.6 - Establish tailoring criteria as appropriate
SP 2.2 – Establish Descriptions of Standard Services
2.2.1 - Develop the descriptions of standard services for all relevant users
2.2.2 - Conduct peer reviews on the descriptions with relevant stakeholders.
2.2.3 - Revise the descriptions as necessary.
2.2.4 - Store the descriptions in a location and medium where all intended users have access
Productos de trabajo típicos
Critical attributes of standard services (SP 2.1)
Organization’s set of standard service levels (SP 2.1)
Templates for service level agreements (SLAs) (SP 2.1)
Tailoring criteria (SP 2.1)
Common and variable parts of standard services (SP 2.1)
Grouping of services into service lines (SP 2.1)
Descriptions of services (SP 2.2)
Service catalog or menu (SP 2.2)
Adjunct materials such as instructions for delivery staff, sales force instructions, proposal and pricing information, and contracting information (SP 2.2)