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2 Method of Service Management

In service management, management is performed that focuses on the service and the operation of information system that is used in service delivery. This chapter explains the method of service management considering ITIL on the basis of service management using ISO/IEC 20000 (JIS Q 20000).

2 - 1 Service Design and Transition

Service design and transition refers to preparing a plan for a new service or changing the existing service, designing and developing the service (or information system that delivers the service) according to the plan, and transiting it to the live environment (i.e., operational environment). ISO/IEC 20000 (JIS Q 20000) defines the following procedure as “design and transition of new or changed service” regarding service design and transition.

[Design and transition of new or changed services (excerpted from ISO/IEC 20000 (JIS Q 20000)]

1) Plan of new or changed services

2) Design and development of new or changed services

3) Transition of new or changed services

2-1-1 Plan of New or Changed Services

In the plan of a new service or a changed service, the service provider identifies the service requirements of the customer and prepares a plan that fulfills the requirements. The planning must be agreed on with the customer and the interested parties (i.e., stakeholders).

[Matters that are included or referred to in the planning of a new or changed service]

• • Authorities and responsibilities for design, development, and transition activities
• • Activities to be performed by the service provider and other related parties
• • Communication with interested parties
• • Human, technical, information, and financial resources
• • Timescales for planned activities
• • Identification, assessment, and management of risks
• • Testing required for new or changed services

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• • Service acceptance criteria
• • Expected outcomes from delivering the new or changed services, etc.

2-1-2 Design and Development of New or Changed Services

In design and development of new or changed services, requirements of the identified services are defined as functional requirements or non-functional requirements, and services (or system that offers the services) that fulfill the requirements are designed, and they are documented in a service design document. After that, services (or system that offers the services) are developed according to the service design document.

[Matters that are included in design and development of new or changed services]

• • Authorities and responsibilities for delivery of the new or changed services
• • Activities to be performed by the service provider, the customer, and other related
  parties
• • New or changed requirements concerning human resources and financial resources
• • New or changed technology
• • New or changed plans and policies
• • New or changed contracts and other documented agreements (e.g., SLA)
• • Updates to the catalogue of services
• • Procedures, measures to be used for the delivery of the new or changed services

2-1-3 Transition of New or Changed Services

In transition of new or changed services, an acceptance test is conducted against the service acceptance criteria to verify whether the service requirements are fulfilled or not. When the services are approved in verification, an operational test is conducted in the live environment (or simulated operating environment), and a transition decision is made in terms of whether to deploy or not. As a result, when the operation and system transition are decided, a transition plan is prepared and deployed in the operating environment. Here, before transition, the service provider conducts a transition rehearsal (i.e., transition test), and checks the transition procedure and problems following transition from security and efficiency standpoints. When transition is completed, the service provider notifies the concerned parties about the transition and conducts the handover of operations and transition evaluation including operational service level agreement, and so on. The following types of transition methods are available.

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• • Parallel transition
  In this method, for a certain period, the new system runs in parallel with the existing system. This is useful for systems where high reliability and availability are required, and systems that are likely to be severely affected at the occurrence of a fault. It costs more because two systems run in parallel.
• • Phased transition (transition by office / transition by business operation /
  sequential transition) In this method, an old system is partially replaced with a new system, and both the old and the new systems are operated in the unit of an office, business operation, and so on. While it costs less than parallel transition, new and old system components co-exist temporarily, and when a problem occurs, it may be difficult to identify the problem.
• • Big bang transition
  In this method, the entire system is replaced all at once. While it costs less than parallel transition, there is a risk that when a problem occurs, it may have a widespread impact. · 2 questions