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1 iso20000templates.com Public IT Limited 2011 Design and Transition of New or Changed s Document Ref. ITSM05003 Version: 1.0 Draft 1 Document Author: Document Owner: V 1.0 Draft 1 Page 1 of 16

2 Revision History Version Date RFC Number Summary of Changes Document Review Date of Next Scheduled Review Distribution Name Title Approval Name Position Signature Date V 1.0 Draft 1 Page 2 of 16

3 Contents 1 INTRODUCTION PLANNING OF NEW OR CHANGED SERVICES DESIGN AND DEVELOPMENT OF NEW OR CHANGED SERVICES DELIVERABLES Requirements Design Acceptance Criteria TRANSITION OF NEW OR CHANGED SERVICES SERVICE VALIDATION AND TESTING RELEASE AND DEPLOYMENT UPDATES TO EXISTING ITSM DOCUMENTATION AND DATA SOURCES ITSM Database Level Agreement Catalogue Budgets Contracts File NEW OR CHANGED SERVICES CHECKLIST V 1.0 Draft 1 Page 3 of 16

4 1 Introduction The purpose of this document is to assist in the documentation of the design of new or changed services in order to ensure that the financial, organisational and technical impact that could result from service delivery and management is considered. Changes to existing services and the introduction of new ones are fundamental to the smooth operation of the business as they correct errors and introduce additional functionality necessary to survival in the modern economy. As described in [Organisation Name] change management documentation, changes may fall into a number of categories according to their scope and urgency. This document deals with changes classified as Major by the change management process. The point at which a change request becomes sufficiently significant to be classed as Major and taken via the Design and Transition of New or Changed s process is documented in the Change Management Policy (document reference ITSM05001). V 1.0 Draft 1 Page 4 of 16

5 2 Planning of New or Changed s Major changes to existing services or the introduction of new ones will be managed as projects. [Organisation name] has adopted a structured management method across all of its IT projects in order to ensure that they are planned, organised and implemented in a controlled fashion. As part of this method, the deliverables, or products, of a project will be defined and their status tracked through to completion. Risks and issues will also be managed as part of this process. A post-implementation review will be held after the project has been completed, with results being reported to the relevant parties. Although the details of the project management process are outside of the scope of this document, the main stages are shown in the diagram on the following page, along with how they interact with the stages of the Design and Transition of New or Changed Process. They are: 1. Project Proposal Once a change record has been raised and the change classified as Major, a project proposal will be created setting out the business case for the project and submitted to the IT Steering Group for approval 2. Project Initiation Approved projects will then be initiated, including the formation of the project team, creation of the project initiation document and initial project planning. These will be passed through the IT Steering Group for approval 3. Design The new or changed service will then be designed, including definition of service requirements, specification of infrastructure and software to meet those requirements and testing criteria, again all submitted to the IT Steering Group for approval 4. Delivery the required service components will then be created based on the approved design and passed to [IT Department] for service testing and acceptance. The project will then be reviewed and formally closed The IT Steering Group, which has overall authority for IT projects will consist of representatives from each area of the organisation, including [IT Department]. This means that [IT Department] will have an opportunity to discuss the project at each stage, including the agreement of requirements, creation of design and handover to delivery. The checklist set out in this document is intended to be used from the planning stage, design, through service acceptance testing and into live V 1.0 Draft 1 Page 5 of 16

6 running. The aim is to ensure that the [IT Department] is happy that what the project has delivered can be supported on an on-going basis. As such, it also acts as both the service acceptance criteria and the service validation and testing checklist. Through a combination of the project method and the checklist the following planning areas will be addressed: Authorities, roles and responsibilities Activities to be performed Communication Resource requirements and allocation Project timescales Risk management Dependencies on other projects and existing services Testing acceptance Expected outcomes Evaluation of other parties involved in project delivery V 1.0 Draft 1 Page 6 of 16

7 ITSM Design and Transition Process v1 Project Proposal Steering Group Approval Project Initiation Steering Group Approval Design Steering Group Approval Delivery Project Closure Projects Process Requirements Document Design Document ITSM Design and Transition Process Acceptance Criteria Validation and Testing ITSM Processes Release and Deployment Operation New Incident Models Problems and Known Errors New Requests New Configuration Items Event Management Reporting ITSM Database SLA Catalogue Budgets Contracts File V 1.0 Draft 1 Page 7 of 16

8 3 Design and Development of New or Changed s The Design and Transition Process is shown on the diagram on the previous page. As per the change management process, each new or changed service (i.e. project) will be raised as a change request from the outset so that it can be assessed, approved, scheduled and reviewed. The change management process will then be used at the appropriate time to ensure that all changes to registered Configuration Items are managed effectively and recorded in the Configuration Management database. Change management will be concerned with specific, individual changes rather than the overall planning of the handover from Project to the [IT Department]. For example, the Design and Transition of New or Changed s process will be concerned with higher level issues such as training of support staff, documentation, budgets, tools etc. whereas the change management process will be used when software is installed on a live server or a new network link is put in, resulting in a material change to the installed base. 3.1 Deliverables The main deliverables involved with the Design and Development of new or changed services are as follows Requirements Requirements for the new or changed service will be defined by stakeholders as part of the project. These will be separate from any functional requirements such as business logic and cover ITSM areas such as: Availability days/times to be available; percentage availability requirements Security levels sensitive data; regulatory requirements Capacity and Performance data sizes, response times, batch turnaround times continuity time to restore service; critical users Support hours and service levels requests and required turnaround times These will be agreed by all parties and will form the basis of the service design. There will be an opportunity for [IT Department] to identify any requirements that are outside of the norm and may be costly or difficult to meet and to highlight these before they are approved. V 1.0 Draft 1 Page 8 of 16

9 3.1.2 Design Based on the agreed requirements a service design will be created which sets out how they will be achieved. This will specify in detail: Hardware Software Skills and competencies Roles and responsibilities Resources Suppliers and contracts Processes and procedures Testing and deployment approach Monitoring (databases, networks, errors etc.) IT service continuity provisions Information security controls The intention is that all aspects that will be required at later stages i.e. Transition and Operation will be specified in advance as part of the service design. This will ensure that the delivered system meets the requirements in all respects Acceptance Criteria In conjunction with the teams responsible for the transition and operation of the new or changed service, a list of service acceptance criteria will be created and agreed. A standard checklist will be used for this, with additions made where required for the specific service involved. V 1.0 Draft 1 Page 9 of 16

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