2 SECTION 1: Introduction Document Purpose This document is intended to document the IT infrastructure services, service metrics and service levels to be provided by the ACME IT (ACME IT).
It is expected that this document will be changed over time to reflect new services and more accurate service levels as the ACME IT gains experience in managing the consolidated workload.
At the time of the first draft of this services catalog, the ACME Accounting Work Group is in the process of determining the means by which the ACME IT will charge for ACME IT services.
The services catalog should document the basis for ACME IT charges; however, the billing units have not yet been determined.
We have included some potential billing units for the services in this catalog both to suggest some obvious candidates as well as to have placeholders for the actual billing units when they become available. Document History During Phase 2 of the ACME’s Computer and Network Infrastructure Consolidation (ACME) , the Service Management Workgroup was chartered to determine the services to be offered by the ACME IT, service metrics and service levels.
In order to accomplish this, the workgroup, which consisted of representatives of each of the participating agencies, surveyed their respective agencies current services.
The results of this survey were summarized and reconciled with the scope definitions produced by the ACME steering committee to produce the items found in this services catalog. Common Considerations The delivery of all services will be subject to some common constraints.
It is anticipated that all services will be delivered in accordance with the services management framework that will be formulated by the Service Management workgroup.
All services will be performed so that agreed upon security policies and rules are maintained.
Similarly, key processes required for the delivery of these services, such as change management, will be adhered to.
In this regard, the change management process will provide for 48 hour advanced notification of scheduled down time for elements of the IT infrastructure that are managed by the ACME IT.
If additional notice is required by particular agencies, these requirements are to be documented in the service level agreement (SLA), The key processes that will be developed are defined in the charter of Service Management workgroup.
They are: a.
Request Management b.
Customer Relationship Management c.
Configuration Management d.
Problem Management e.
Change Management f.
Release Management The definition and framework for development of these processes will be the IT Infrastructure Library (ITIL).
Additional ITIL based processes were identified that were not part of the original Service Management Workgroup scope and therefore were not all developed as part of this effort.
The workgroup recognizes that these processes are important to the efficiency of the ACME IT.
The processes are listed below with comment on where they have been or will be addressed.
The processes are: Version x 3 a.
D. e. f. Availability Management – The Availability Management process is to monitor IT components to ensure that IT consistently and cost-effectively delivers the level of availability required by the customer.
It is anticipated that this function will be performed by the SLM Group within the ACME IT.
Incident Management – Incident Management is the process of restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations.
This will ensure the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined as service operation within Service Level Agreements (SLA) limits.
The Service Desk function and therefore Request Management and Customer Relationship Management are a part of this process.
It been delivered as part of the High-level process flows presented to the ACME Steering Committee.
IT Service Continuity – IT Service Continuity Management process ensures that any IT service can provide value to the customer in the event that normal availability solutions fail.
Capacity Management – Capacity Management is the process of planning, sizing, and controlling IT capacity to satisfy user demand at a reasonable cost within the performance levels agreed to in the service level agreement (SLA) or internal to IT as a operating level agreement (OLA).
This planning is being done within the Logistics Workgroup please reference their documents for more detail.
Financial Management – The process which is responsible for the sound stewardship of the monetary resources of the organization.
It supports the organization in planning and executing its business objectives and requires consistent application throughout the organization to achieve maximum efficiency and minimum conflict.
The Accounting Workgroup has the responsibility for defining this process.
Service Level Management – Service Level Management (SLM) is the process of maintaining and improving IT Service quality through a constant cycle of defining, agreeing, documenting, monitoring, and reporting the levels of customer IT service, that are required and cost justified.
Processes for reporting these metrics are to be developed and documented by the ACME IT and participating agencies.
These processes will be documented in the SLAs.
This process operation is the primary function being performed by the SLM Group within the ACME IT.
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