Service Solution Development Team

• Solution Development
  
• Testing
  
• User Education
  
• Logistics
  
• Support Implications
  
• Documentation
  

Service Level Data

• Confirm validity of service level data.
  
• Suggest adjustments for tracking and reporting.
  

Business Environment (infrastructure and organization)

• Present planning assumptions relative to the business environment.
  

Service and Service Level

• Present planning assumptions relative to services/service levels.
  
• Take lessons learned from the review back to the development team to apply to subsequent service solution development projects.
  

Service Delivery Mechanism

• Present planning assumptions relative to service delivery mechanism.
  
• Take lessons learned from the review back to the development team to apply to subsequent service solution development projects.
  

IT Operations Environment (infrastructure and organization)

• Present planning assumptions relative to the IT operations environment including those about hardware, software, training, and documentation.
  

Customers

Customers of the system are ordinarily the managers who have approved and funded the development of the service solution.

Customers represent both "hands on the keyboard" internal users of the service solution who can provide direct feedback on service levels and quality of service, as well as valued trading partners in business-to-business situations.

Service Level Data

• Confirm validity of service level data.
  
• Suggest adjustments for tracking and reporting.
  

Business Environment (infrastructure and organization)

• Present planning assumptions relative to the business environment.
  
• Present information on the changing business environment.
  

Service and Service Level

• Present planning assumptions relative to services/service levels.
  
• Present data collected about user perceptions of the service/service level.
  
• Provide feedback on cost, quantity, and quality of service.
  
• Present current and anticipated future service level requirements.
  

Service Delivery Mechanism

• N/A
  

IT Operations Environment (infrastructure and organization)

• Seek to understand IT operations environment requirements and constraints.
  

Release

• Change Management
  
• Configuration Management
  
• Release Management
  
• Software Tracking
  
• Quality Assurance
  
• MSF Liaison
  

Service Level Data

• Confirm validity of service level data.
  
• Suggest adjustments for tracking and reporting.
  
• Suggest adjustments to service level metrics, standards, and tracking mechanisms.
  

Business Environment (infrastructure and organization)

• Present planning assumptions relative to the business environment.
  
• Present data regarding actual changes requested and enacted since release or the last review.
  
• Present information about current and anticipated future changes in the business environment.
  

Service and Service Level

• Present planning assumptions relative to services and service levels.
  
• Present information about RFCs related to the services and service levels since release or last review.
  

Service Delivery Mechanism

• Present planning assumptions relative to service delivery mechanism.
  
• Present information about RFCs related to the service delivery mechanism since release or last review.
  

IT Operations Environment (infrastructure and organization)

• Present planning assumptions relative to the IT operations environment.
  
• Present data regarding actual changes requested and enacted since release or the last review.
  
• Present information about upcoming changes to the IT operations environment.
  

Infrastructure

• Capacity Management
  
• Cost Management
  
• Enterprise Architecture
  
• Infrastructure Engineering
  
• Responsibility for Shared Data Management
  
• Data Center Management
  
• Management of Physical Environments and Infrastructure Tools
  
• Hardware/Software Standards
  

Service Level Data

• Confirm validity of service level data.
  
• Suggest adjustments for tracking and reporting.
  

Business Environment (infrastructure and organization)

• Present planning assumptions relative to the business environment.
  

Service and Service Level

• Present planning assumptions relative to services and service levels.
  
• Present data on actual costs associated with the service and service levels.
  
• Facilitate cost/benefit discussion for suggested adjustments.
  

Service Delivery Mechanism

• Present planning assumptions relative to service delivery mechanism.
  
• Present data regarding planned-versus-actual capacity.
  
• Advise team about capacity implications of suggested adjustments.
  

IT Operations Environment (infrastructure and organization)

• Present planning assumptions relative to the IT operations environment.
  
• Present data regarding planned-versus-actual capacity.
  
• Present data on actual and check suggested adjustments against:
  
  • Enterprise architecture.
    
  • Infrastructure.
    
  • Shared data management.
    
  • Data center management.
    
  • Management of physical environments and infrastructure tools.
    
  • Hardware/software standards.
    

Support

• Help Desk
  
• Problem Resolution
  
• Customer Support
  
• Production/Product Support
  
• Problem Management
  
• Service Level Agreement Management
  
• Workforce Management
  

Act as Review Team Lead

Service Level Data

• Present and confirm validity of service level data.
  
• Suggest adjustments for tracking and reporting.
  

Business Environment (infrastructure and organization)

• Present planning assumptions relative to the business environment.
  

Service and Service Level

• Present planning assumptions relative to services and service levels.
  

Service Delivery Mechanism

• Present planning assumptions relative to service delivery mechanism.
  
• Present data on actual and check suggested adjustments against:
  
  • Help desk.
    
  • Problem resolution.
    
  • Customer support.
    
  • Production/product support.
    
  • Problem management.
    
  • Service level agreement management.
    
  • Workforce management.
    

IT Operations Environment (infrastructure and organization)

• Present planning assumptions relative to the IT operations environment.
  
• Present data on actual and check suggested adjustments against:
  
  • Help desk.
    
  • Problem resolution.
    
  • Customer support.
    
  • Production/product support.
    
  • Problem management.
    
  • Service level agreement management.
    
  • Workforce management.
    

Operations

• System Administration
  
  • Predictable, repeatable, and automated system management
    
  • Data backup archiving and storage
    
  • File and print services
    
  • Output management
    
  • Messaging Operations
    
  • Database Operations
    
  • Telecom Operations
    
  • Monitor/ Measurement
    
• Directory Services Administration
  
• Network Administration
  
  • System monitoring
    
  • Event log management
    
• Availability Management
  
• Security Administration
  
• Failover and Recovery
  
• Workforce Management
  

Service Level Data

• Confirm validity of service level data.
  
• Suggest adjustments for tracking and reporting.
  

Business Environment (infrastructure and organization)

• Present planning assumptions relative to the business environment.
  

Service and Service Level

• Present planning assumptions relative to services and service levels.
  
• Confirm reasonableness of SLA/OLAs relative to the operations function.
  
• Confirm all automated infrastructure support mechanisms work, are sufficient to meet SLA/OLAs, and have thresholds set correctly.
  
• Confirm backups can be made within specified timelines initially and on an ongoing basis based on projected growth.
  

Service Delivery Mechanism

• Present planning assumptions relative to service delivery mechanism.
  
• Confirm that all required operations documentation, including backups, monitoring, maintenance, procedures, contacts, and escalation paths exist and are adequate.
  
• Confirm reasonableness of all operations staff work tasks related to the monitoring, backup, directory, telecom, and print services related to the service solution.
  
• Ensure that written procedures exist for each of these tasks, including escalation paths and primary/secondary support contact information.
  
• Confirm that administrative tasks expected of the operations staff are documented and reasonable given the operations staff's workload.
  
• Assess that failover and recovery, availability management, and security measures are adequate for meeting SLA/OLAs for the particular service solution.
  
• Advise team about operations implications of suggested adjustments.
  

IT Operations Environment (infrastructure and organization)

• Present planning assumptions relative to the IT operations environment.
  
• Confirm operations staffing is in place and adequate (that is, sufficient staffing, skills) for the service solution.
  
• Advise team about operations implications of suggested adjustments.
  

Partner

Dedicated management of external support and services including:

• IT partners
  
• Service suppliers
  
• Maintenance vendors
  
• Outsource vendors providing environment, networking, hosting and software/hardware support
  
• Workforce Management
  

Service Level Data

• Confirm validity of service level data.
  
• Suggest adjustments for tracking and reporting.
  

Business Environment (infrastructure and organization)

• Present planning assumptions relative to the business environment.
  

Service and Service Level

• Present planning assumptions relative to services and service levels.
  

Service Delivery Mechanism

• Present planning assumptions relative to service delivery mechanism.
  
• Confirm that all required documentation relative to services supplied for the particular service solution is adequate.
  
• Assess if current contract, headcount, and staff skill levels are sufficient to support this particular service solution, or if adjustments need to be made to meet SLA/OLAs.
  
• Confirm reasonableness of SLA/OLAs for the service solution relative to the supplier's function.
  
• Advise team about implications of suggested adjustments on supplied products/services.
  

IT Operations Environment (infrastructure and organization)

• Present planning assumptions relative to the IT operations environment.
  
• Advise team about implications of suggested adjustments on supplied products/services.
  

Security

• Contingency Planning
  
• Security Administration
  
• Corporate asset protection, including intellectual property
  
• Virus protection
  
• Controlled authorization including:
  
  • Network and system security
    
  • Intrusion detection
    
• Physical security as it relates to:
  
  • Data
    
  • Telephone
    
  • Data connections
    
  • Access to assets
    
• Secure connections to:
  
  • Business partners
    
  • Joint ventures
    
  • New acquisitions security audits
    

Service Level Data

• Confirm validity of service level data.
  
• Suggest adjustments for tracking and reporting.
  

Business Environment (infrastructure and organization)

• Present planning assumptions relative to the business environment.
  

Service and Service Level

• Present planning assumptions relative to services and service levels.
  

Service Delivery Mechanism

• Present planning assumptions relative to service delivery mechanism.
  
• Confirm that all required documentation relative to the security function is adequate.
  
• Confirm that the service solution conforms to the organization's security standards and policies, and does not create security risks.
  
• Confirm that virus protection, authentication, and intrusion detection solutions are in place and encompass the new service solution.
  

IT Operations Environment (infrastructure and organization)

• Present planning assumptions relative to the IT operations environment.
  
• Advise team about security implications of suggested adjustments.