When designing the agreed upon carrier pigeon service, it is important to keep in mind that Service Design is about converting the strategic objectives into strategic assets, meaning ensuring that what you design is in keeping with what the business wants, else it won’t be seen as an asset – and goodness knows that the last thing we want is to see a flock of pigeons breeding due to not being utilised by the business ( but only because of potential increased running costs, of course…)
Service level Management – an envious job… can you imagine the conversations that this person would have to try and determine the business SLR… such requirements may include availability times, who can access the pigeons, the speed of the pigeon service, charging – per pigeon/per flight/per Bag of bird seed…. Constant negotiating, and renegotiating will occur… and then can you imagine going back to the IT departments and asking who knows how much bird food costs, can they guarantee minimal flight times of pigeons, let alone devising a system to prevent unauthorised access to users’ pigeons… gotta love a good OLA…
SLA’s– if I had constructed a range of service level packages (from previous blog) then it would be more likely that I would use a multi-level SLA structure.
Supplier Management – I wonder how many different carrier pigeon providers there are to negotiate those UC’s with, and once in place, how would you manage them… undoubtedly, you would include a servicing aspect, and definitely ensure that this process continues to monitor the support levels of our suppliers, how can we ensure availability if we don’t have enough seed to feed them, due to poor Supplier management?? Of course this would feed (pardon the pun) directly into SLM to form those SLA’s!
Service Catalogue Management – when developing the service catalogue to outline all current services available, or ready for deployment, it would be important to clearly list the carrier pigeon service as part of this. Now, what needs to be considered here, is if the routes of the birds change, or the introduction of genetically modified super fast carrier pigeon, for example, then the catalogue may need to be updated to reflect this, and maintained on a regular basis.
So, the “Overseers” within the design processes are covered… next it is down to the availability, security ITSCM etc… next blog
Till next time Cheers from the ITIL® Australia Team at The Art of Service