Service Provisioning
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
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.
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).