Transcript HCI-ITIL Video

web Presence: www.hci-itil.com
Emil: [email protected]
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Stop
Go
Verify that a problem,
opportunity or deficiency exists
to assess the business worth of an
undertaking.
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Analysis
Requirements
Statement
Service Design must consider all
elements of the service when
determining requirements.
Service Design / Figure 3.5 Aligning new services to business requirements
Service Requirements
• Scalability
• Business processes and business units
supported
• IT service and the agreed business
functionality and requirements
• Service itself and its SLRs or SLAs
• Technology components used to deploy and
deliver the service
• Internally supported services and
components and their associated OLAs
• Externally supported services and
components and their associated Ucs
• Performance measurements and metrics
required
• Legislated or required security levels.
Business
Requirements
Business
Requirements
Business
Requirements
Business
Requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
The critical foundation of any successful project implementation is
a thorough requirements analysis. This provides the groundwork for
a solution to meet targeted business objectives. CMMI provides
guidance:
CMMI: Requirements Development
1.
2.
3.
Stakeholder needs, expectations, constraints, and interfaces are collected and translated into customer
requirements
Customer requirements are refined and elaborated to develop product and product-component
requirements.
The requirements are analyzed and validated, and a definition of required functionality is developed.
Service Design / Figure 3.5 Aligning new services to business requirements
Business
Requirements
Business
Requirements
Business
Requirements
Business
Requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
The critical foundation of any successful project implementation is
a thorough requirements analysis. This provides the groundwork for
a solution to meet targeted business objectives. CMMI provides
guidance:
CMMI: Requirements Management
1. Develop an understanding with the requirements providers on the meaning of the requirements.
2. Obtain commitment to the requirements from the project participants.
3. Manage changes to the requirements as they evolve during the project.
4. Maintain bidirectional traceability among the requirements and the project plans and work products.
5. Identify inconsistencies between the project plans and work products and the requirements.
Service Design / Figure 3.5 Aligning new services to business requirements
Business
Requirements
Business
Requirements
Business
Requirements
Business
Requirements
Project Methodology: SDLC, RUP, PRINCE2, Agile
A formal and structured approach is required to produce the new
service at the right cost, functionality, quality and within the right
time frame.
CMMI: Technical Solution
1. Product or product-component solutions are selected from alternative solutions.
2. Product or product-component designs are developed.
3. Product components, and associated support documentation, are implemented from their designs.
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Analysis
Design
All design activities are triggered by
changes in business needs or service
improvements.
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Analysis
Design
Develop
The Development phase is often split into two
sections, that of Prototyping and Production
Readiness.
Examination and re-examination of the
Requirements Definition Statement is needed to
ensure that it is being followed to the letter.
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Analysis
Design
Develop
Implementation
Any hardware that has been purchased will be
delivered and installed. Software, which was
designed in the System Design Phase, and
programmed in System development phase of
the SDLC, will be installed on any PCs that
require it. Any person that will be using the
program will also be trained during this phase of
the SDLC.
Service Design / Figure 3.5 Aligning new services to business requirements
Investigation
Analysis
Design
Develop
Implementation
Deal with any changes that need to be made to
the service. Changes are sometimes the result of
the service not completely fulfilling its original
requirements, but they could also be the result of
customer satisfaction.
Ensure that service fulfills the Requirements
Statement.
Service Design / Figure 3.5 Aligning new services to business requirements
Maintenance
Business
Requirements
Business
Requirements
Business
Requirements
Project {Project Team}
Project Methodology: SDLC, RUP, PRINCE2, Agile
Service Design / Figure 3.5 Aligning new services to business requirements
Business
Requirements
Pilot or warrant period
Live Operations
(Steady State)
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
Requirements
Statement
Design Service
Solution
Develop Service
Solution
Build Service
Solution
Test Service
Solution
Improvement
Strategy
Design
Transition
Transition & Operations Involvement in the Design
Service Design / Figure 3.5 Aligning new services to business requirements
Operation
Pilot or warrant period
Live Operations
(Steady State)
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
SAC
SAC
Requirements
Statement
Design Service
Solution
SAC
SAC
Develop Service
Solution
Build Service
Solution
SAC
SAC
Test Service
Solution
Improvement
Strategy
Design
Transition
Transition & Operations Involvement in the Design
Service Design / Figure 3.5 Aligning new services to business requirements
Operation
Pilot or warrant period
Live Operations
(Steady State)
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
SAC
SAC
Requirements
Statement
Design Service
Solution
SAC
SAC
Develop Service
Solution
Build Service
Solution
SAC
SAC
Test Service
Solution
Improvement
Strategy
Design
Transition
Transition & Operations Involvement in the Design
Service Design / Figure 3.5 Aligning new services to business requirements
Operation
Pilot or warrant period
Live Operations
(Steady State)
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
At each stage of the project the Service Level Requirements are reviewed
and revised,
if necessary.
SAC
SAC
SAC
SAC
SAC
SAC
Requirements
Design Service
Service
Test Service
The
expected outcomes
from theBuild
operation
of the new or changed service
Statement
Solution
Solution
Solution
in measurable terms, generally expressed within new
or existing Service
Improvement
Strategy
Level Agreements
(SLAs).
Design
Transition
Develop Service
Solution
Operation
Transition & Operations Involvement in the Design
SLR
SLR
Service Design / Figure 3.5 Aligning new services to business requirements
SLR
SLR
SLR
SLM
Pilot or warrant period
Live Operations
(Steady State)
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
SAC
SAC
Requirements
Statement
Design Service
Solution
SAC
Develop Service
Solution
SAC
Build Service
Solution
SAC
SAC
Test Service
Solution
Improvement
Strategy
Design
Transition
Operation
Release and Deployment Management builds, tests and delivers the
solution
or services
specified
by SDP
according
to SAC and using
a Release
SLR
SLR
SLR
SLR
SLR
SLM
Plan to schedule introduction to the live environment.
Transition & Operations Involvement in the Design
Build, Test, Release and Deployment Management
Service Design / Figure 3.5 Aligning new services to business requirements
Pilot or warrant period
Live Operations
(Steady State)
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
SAC
SAC
SAC
SAC
SAC
SAC
The
new
or
revised
service
offering
implies
changes
to
the
live
Requirements
Design Service
Build Service
Test Service
Statement
Solution
Solution
Solution
environment
which
is under Change
Control.
Representation and approval
Improvement
by Change Management authorities is required throughout
the Design and
Strategy
Design processes.
implementation
Transition
Operation
Develop Service
Solution
Transition & Operations Involvement in the Design
SLR
SLR
SLR
SLR
SLR
SLM
Build, Test, Release and Deployment Management
Change Management
RFP
Released
Design
Approved
Development
Approved
Service Design / Figure 3.5 Aligning new services to business requirements
Build
Approved
Test
Approved
Warranty
Approved
Release
Approved
Review
& Close
Pilot or warrant period
Live Operations
(Steady State)
Project Methodology: SDLC, RUP, PRINCE2, Agile
Project {Project Team}
SAC
SAC
SAC
SAC
SAC
SAC
As has been demonstrated,
Solution
there
Solution are many
Solution
activities that have to be
completed within the Service Design stage for aImprovement
new or changed
Strategy
service. Design
A formal and structured
approach is required to produce
Transition
Operation
the new
service
the right
cost, functionality,
quality and within
Transition
& Operationsat
Involvement
in the Design
the right time frame.
Requirements
Statement
Design Service
SLR
SLR
Develop Service
Solution
Build Service
SLR
SLR
Test Service
SLR
SLM
Build, Test, Release and Deployment Management
Change Management
RFP
Released
Design
Approved
Development
Approved
Service Design / Figure 3.5 Aligning new services to business requirements
Build
Approved
Test
Approved
Warranty
Approved
Release
Approved
Review
& Close