Service Strategy and Design

Transcription

1 Strategy and Design Traditionally, IT departments have been managed through technology silos like infrastructure, applications, etc. With the introduction of the latest edition of the Information Technology Infrastructure Library (ITIL 2011 edition), many companies have successfully made the transition to a culture in which IT manages the services it delivers to its customers. Customers only want the service that IT can provide and actually care little about the underlying technology that is used. With the advent of cloud-based computing, the role of IT is changing from being primarily focused on design-build-run to being a service broker focused on integrating services from many providers. Many organizations have prepared service catalogs defining the services that they offer. However, most of the services that have been defined in a traditional service catalog are simple infrastructure services such as requesting an account or requesting a desktop for a new employee. Now, organizations need to define much more complex business facing services to support complex business processes. Moving to this type of service model requires implementation of Strategy and Design processes as defined in the first and second volumes of ITIL. This model enables IT to provide much more value to the business, but also requires much more attention to how services are designed. Enfocus Solutions software provides comprehensive functionality to support ITIL s concepts of Strategy and Design. Some of the key features of the product include: Portfolio Management Manage the Portfolio through Projects to add, modify, or retire IT s. Projects Objectives Case History Reviews and Approval Impacts Create Project requests to create, modify, or retire s. Create clear Objectives for each Project. Objectives may be created based on ROI Institute s ROI Methodology. Document a Case for each Project so that and Owners have complete transparency. Maintain a complete history of all Projects and their impacts on s. Conduct reviews and approvals of Project requests with associated issues and resolutions, and capture which requests were approved or denied. Capture the impact of IT changes on the business architecture to show how changes impact Processes, Stakeholders, Data, Rules, and supporting s. Copyright 2014 Enfocus Solutions Inc. All Rights Reserved 1

2 Strategy and Design Collaborative Architecture Maintain a business architecture in a collaborative, distributive manner. For example, Owners can maintain information about their, Process Owners maintain information about their Processes, and data management groups maintain information about enterprise Data. s Processes Enterprise Data Stakeholder Personas Rules Record Owners Organize s into Groups and manage a Portfolio of the s. Create separate Groups for Technical and s. Link s to Processes. Also, maintain comprehensive information on Processes, including activities, RACIs, and continual process improvement data. Capture information on enterprise master Data. Optionally capture how Components create, modify, or delete Data using CRUD matrices. Create Stakeholder Personas for customers and users, and map the Personas to IT s. Create Rule Books to maintain information about Rules. Rule Books provide an excellent mechanism for service governance. Each architectural record has a record owner who has complete security rights over the architectural component. Record owners are notified if another architectural item (e.g., a Process, Rule, etc.) or Project impacts their record (e.g., service). Design Create definitions and prepare Design Packages using the features described below. Design Coordination Governance Definitions Provide automated support for the Design Coordination Process as defined in ITIL. Track who serves as the Owner, Manager, and Level Manager. Define IT s in a consistent manner and maintain in Portfolio. Copyright 2014 Enfocus Solutions Inc. All Rights Reserved 2

3 Strategy and Design SLA, OLA, and UC Design Package Groups Features Components Customer Personas Customer Touchpoints Providers and Suppliers Attach Level Agreements (SLAs), Operating Level Agreements (OLAs, and Underpinning Contracts (UCs) to s. Maintain comprehensive Design Packages as defined in ITIL. Organize s into Groups for easy access and administration. Review complete list of Features organized by the Project or imitative that created them. Define the Components that make up a IT and support reusability of Components between s. Document information about customers that buy or consume the. Document Touchpoints of how customers interact with the. Designate Touchpoints as requests to document all requests and organize according to IT. Touchpoints can also be used to document buyer touchpoints to identify things such as payments, invoices, credits, etc. s have providers and suppliers. Providers represent the organization, either internal or external, that directly provide the to the customer. Suppliers provide support s and/ or products to the provider organization that underpin the being provided. Create Stakeholder Personas for providers and suppliers to track which s are provided by each supplier or provider. Manage all information about an IT, including related business architecture such as supporting Processes. Copyright 2014 Enfocus Solutions Inc. All Rights Reserved 3

4 Strategy and Design Delivery Information Related s Related Data Entities (CRUD) Capture availability and capacity design information for each. Document which Technical s are needed to provide the. Track how Components update and create Data using a CRUD matrix. Process Management Show which Processes are supported by the and which Processes are needed to provide and support the. Define and manage using the capabilities explained below. Project Management Features Agile and Plan Driven Inspect and Adapt Electronic Approvals Scenarios Use Cases Transition Level Requirement Bundles Link development Projects to s. Decompose the Project into a set of Features that can be designed and delivered independently. Support both agile and plan-driven development lifecycles. Verify and validate deliverables using Lifecycle Events and Verification templates. Conduct reviews and approvals electronically, cutting days off cycle times. Have users describe workflow and activities using Scenarios. Describe how an IT will be used with Use Cases. Document Functional and Non-Functional. Use Transition to document user training needs and Data Conversion. Document Level using Non-Functional (NFRs). Distribute to service suppliers electronically using Requirement Bundles. Copyright 2014 Enfocus Solutions Inc. All Rights Reserved 4

5 Strategy and Design Test Scenarios and Test Cases Fit/Gap Analysis Baseline Change Requests Traceability Define Test Scenarios and Test Cases and link to. Use the to see how well a purchased or cloud-based meets the. Baseline a Requirement Bundle to prevent further modifications or changes. Manage changes to Baselined Bundles with Change Requests. Trace both forward and backward from the point they were identified through the point they were deployed and included with the service offering. About Enfocus Solutions We are an IT professional services and software company servicing organizations as effective agents of change. Our tailored solutions provide everything required to achieve your business goals, including software, training, coaching, and other services. We are passionate about helping our clients make positive changes in their businesses changes that improve value delivery to customers and bring positive benefits to the bottom line. Contact Us To Discuss Working Together Phone: (210) Toll-free: (877) info@enfocussolutions.com Copyright 2014 Enfocus Solutions Inc. All Rights Reserved 5