In our last article, we examined how the Design & Transition of New or Changed Services (Clause 5) Process fits into the usual IT work and how it relates to some of the other SMS components.
Again, we will continue on with BrightTalk’s webinar on the topic. You may tune in to this webinar, presented by Mart Rovers, by clicking on itSMF SIG: ISO/IEC 20000 SMS Under the Microscope: Design & Transition of New or Changed Services.
In this article, we will talk about the first phase of the Design & Transition of New or Changed Services Process: the planning.
Design & Transition of New or Changed Services:
- Plan New or Changed Services (5.2)
- Design and Development of New or Changed Services (5.3)
- Transition of New or Changed Services (5.4)
The ISO/IEC 20000 standard is very specific about what needs to be planned, and keep in mind that these are just the minimal requirements. Usually, Project Management approaches such as PMBOK and PRINCE2 will have a longer list of things that need to be planned.
New or Changed Services Plan
- Authorities and Responsibilities
- Project Plan
- Communication Plan
- Resource Planning
- Risk Management Plan
- Test Plan
- Service Acceptance Criteria
- Measurable Success Criteria
Identification of Service Requirements for New or Changed Services
If you’re familiar with ITIL, the concept of Service Acceptance Criteria is not new to you. Otherwise, if you’re not familiar with ITIL and are relatively new to ISO 20000 as well, this will be new. This is essentially the criteria the service will have to meet before you can say you are done with the planning, the design, the development and the transition of the new or changed service. They serve as “gatekeepers” to help you determine when you are ready to move on from one phase to the other. A good example of a Service Acceptance Criteria would be the User Acceptance Criteria, which must be met before you go live.
Removal of Services
Don’t forget that removal of services often comes with the implementation of a new or changed service. Even though its name doesn’t mention it explicitly, the DTNCS Process also includes the removal of services or service components (ex: migrating to a new platform, dropping a line of equipment, etc.).
As we’ve mentioned in our last article, it’s important to remember the key relationship that exists between the DTNCS Process and the other major components of the SMS, and the planning phase is no exception. Here are a few examples.
Projects usually involve a lot of documents, and document ownership is crucial to maintaining proper document management. The standard requires you to establish who owns the documents, how often they’re reviewed, what is discussed in them and how their content impacts existing services and resources (people, technology, etc.). It is important that you maintain document management once your project is finished, because once again, a lot of documents will be produced and often this component is overlooked. Make sure that you’re your project is done, ownership has been established.
It’s not always on the project team’s radar to determine what kind of competencies and skills will be needed once the new or changed service will be in place. What do the service desk employees need to know to support this new or changed service? The standard requires you to plan for this early on in your project.
Always remember the SMS components and their relationship to every phase of your project.
- Define criteria for what constitutes a Change and a Service Change.
- If needed, enhance your Project Management approach with ISO/IEC 20000 considerations: if you have a homegrown approach, don’t start from scratch, just add a few additional steps to meet the requirements of ISO/IEC 20000.
- Incorporate managing contributions from other parties: if a third party will execute portions of the process that you’ve outsourced, don’t forget to address how you will govern those third parties.
- Incorporate Requirements Management best practices in your Service Acceptance criteria.
- Base your Service Removal Plan on your Project Management practices and enhance it with the guidance provided by ISO/IEC 20000-2.
This article is part of a series that focuses on specific processes related to the SMS. The next one to be published will address the second and third phases of your project, design and development of new or changed services. If you have any comments or questions related to this post, or any other, please feel free to contact me.