Service Provisioning

SRP

The Service Provisioning (SRP) capability is the ability to manage IT services to satisfy business requirements. This includes ongoing activities relating to operations, maintenance, and continuous service improvement, and also transitional activities relating to the introduction of services, their deployment, and their eventual decommissioning.

Structure

SRP is made up of the following Categories and CBBs. Maturity and Planning are described at both the CC and the CBB level.

AService Strategy

A1Provisioning Governance: Establish, document, and make available governance criteria and the processes required for the provision of IT services (e.g. processes to manage the life cycle and improve the quality of IT services and their provision).
A2Relationship Management: Manage relationships with stakeholders to analyse and support optimization of IT services so that they meet current and future business needs, and to agree on more effective and efficient service solutions.

BService Management

B1Service Catalogue: Identify each IT service offering and its components and establish a service catalogue describing the services available.
B2Service Life Cycle: Manage the IT services from service introduction, through to deployment and operation, and to eventual decommissioning. Communicate any changes to the service catalogue.
B3Service Levels: Deliver and manage IT service levels in alignment with business strategies and organizational objectives. Leverage technology roadmaps and the service portfolio to introduce or obsolete services.
B4Capacity Management: Plan and manage technical service capacity to meet business demands in an agile way.
B5Service Continuity/Recovery Management: Ensure continuity management/disaster recovery planning for IT services to enable the organization to meet defined business objectives.

CService Transition

C1Change Management: Ensure that all changes are communicated, evaluated, and implemented in a controlled manner so that they can respond to changing business needs, and protect the business and other services.
C2Service Validation and Testing: Ensure that the service design and its functionality deliver a new or changed service that meets the needs of the business.
C3Release and Deployment Management: Plan, schedule, and control the build and deployment of service releases to deliver the changes and/or new functionality required by the business, while also protecting the integrity of existing services.
C4Configuration Management: Ensure that all service component Configuration Items (CIs) are identified and that any changes to them are authorized, recorded, and managed.

DService Operation

D1Service Desk Operation: Operate an IT service desk to interact with service users and respond to users' needs.
D2Event, Incident, and Request Management: Manage service events, incidents, and requests from creation/detection to completion/closure.
D3Problem Management: Manage service problems from detection to closure.

EPerformance Management

E1Service Performance Monitoring: Determine and agree customer-centred measures of performance. Measure, record, and track the various performance indicators that aggregate to an overall service performance view. Manage performance to service level agreements.
E2Service Analytics and Reporting: Report on IT service metrics and analyse data on service usage to identify potential improvements and under-utilized resources for potential redeployment.
E3Continuous Improvement: Embed continuous service improvement across the IT service life cycle.

Overview

Goal & Objectives

An effective Service Provisioning (SRP) capability aims to:

Provide, maintain, and communicate a service catalogue for all current and future IT services.
Establish and document processes to identify, deliver, and manage the IT services that enable the organization to meet its defined business objectives.
Implement a transparent process for monitoring and reporting on IT services and address any problems arising.
Plan and manage the technical service capacity and availability, and restore failing IT services as quickly as possible.
Improve IT helpdesk productivity by quickly resolving any requests from customers.
Manage change while maintaining a stable IT service environment.
Embed continual service improvement across the IT service life cycle.
Keep stakeholders informed of IT operations that can potentially affect service levels and be informed by stakeholders of business operations that may impact demand for IT services.

Scope

Definition

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for SRP at each level of maturity.

2Basic

Practice
Define and record all components of key services.
Outcome
Service definitions for key services are available to customers.
Metrics
- % of services that are formally defined.
- % of IT costs that are covered by the service catalogue.
Practice
Establish a process for gathering customer requirements.
Outcome
Services can address basic requirements.
Metrics
- # of customer surveys completed.
- # of channels for customer feedback.
Practice
Establish basic service-level measurement for key services.
Outcome
Objective monitoring of service levels aids the dialogue with customers.
Metric
% of services that support service-level reporting.
Practice
Track, record, and report incidents.
Outcome
The availability of current and historical incident data informs IT service improvement initiatives.
Metric
# of incidents logged, fixed, and open per calendar month.

3Intermediate

Practice
Address recurring incidents through root cause analysis-based problem management.
Outcome
There is an improvement in service quality levels.
Metric
% of incidents solved with root cause analysis.
Practice
Provide service definitions for all IT services.
Outcome
Customers have a greater understanding of the services available to them.
Metric
% of services that are formally defined.
Practice
Regularly report on service performance metrics.
Outcome
There is transparency on service efficiency and effectiveness based on performance metrics.
Metric
% of SLAs that are met.
Practice
Standardize the reporting of IT service quality levels.
Outcome
IT service levels delivery is transparent.
Metric
% of services for which quality is reported using a standard format/content.

4Advanced

Practice
Integrate the service catalogue with the Configuration Management Database (CMDB).
Outcome
All service components for all IT services are linked within a database, and they are managed in an integrated manner.
Metric
% of services within the catalogue that are configured within a CMDB.
Practice
Introduce tool-supported restoration of services.
Outcome
There is improved service quality due to automated responses to alerts/self-healing.
Metric
% of automated service restorations.
Practice
Use business metrics to report on service performance.
Outcome
Customers can make more informed decisions regarding IT service selection.
Metric
% of services with business-aligned metrics.
Practice
Proactively collect event-monitoring data to ensure that all incidents are swiftly addressed.
Outcome
Service availability and reliability are increased.
Metric
% of unscheduled service interruptions to IT services that result from changes to unidentified service components.

5Optimized

Practice
Proactively align service improvements and releases with business needs.
Outcome
Services and service levels are maintained in a prioritized manner.
Metric
% of service improvements and releases aligned with business needs.
Practice
Establish automated restoration according to SLAs.
Outcome
Service downtime is minimized by the use of process SLAs.
Metrics
- Service downtime per service introduction/change.
- % of automated service restorations.
Practice
Establish automated incident prediction systems.
Outcome
Incidents can be prevented.
Metric
% of non-predicted incidents.
Practice
Implement automated reports for key stakeholders and for the service level management functions.
Outcome
Service level transparency is maximized.
Metric
% of services that have automated service-level reporting to stakeholders.

Reference

History

This capability was introduced in Revision 18.07 as an update to Service Provisioning (16).