Outlined in the brief is that Service Design Packagesare made up of poor quality. The below will outline how a Service DesignPackage could offer benefits and improve existing issues that have beenincluded in the brief.
A Service Design Package should include Business and Servicerequirements, Service Level Requirements, the design of the preferred solution,an Organisational Readiness Assessment, a Service Life Cycle Plan for theintroduction of new services, in addition to Service Acceptance Criteria(Farenden, 2012). DWCCustomers have provided feedback that the Service Catalogue is not as clear asit should be. A Service Catalogue is a detailed list of IT services that anorganization makes available to both customers and employees (Farenden, 2012). This aspect is important because it is theonly part of the service portfolio that is made available to its customers(Mendes and Silva, 2010). It is a crucial factor in ensuring every stakeholderin the business has a unified understanding of all operational services, aswell as those being prepared (Axelos, 2011c), it is also used as a tool toimprove efficiency and effectiveness, as well as improving knowledge and focuson what the values of the business are (Axelos, 2011c). Without a thoroughdetailed SDP, which would include aspects such as the business requirements andbackground, service level agreements and contacts (Cartlidge et al,2007), this would pose great difficultyin providing a detailed Service Catalogue which is evident in the brief.Whenever a change occurs in an organization an SDP should be created, afterthis the new services are moved from the pipeline and added to the service catalog (BMC, 2016), the absence of an SDP herehas obviously resulted in an unclear service catalog.An SDPincludes Service Level Requirements, these are statements entailing what theservice is and includes the warranty of the service (Farenden, 2012).
Fromthese details, a Service Level Agreement is composed (Axelos, 2011c). Outlinedin the brief is that Service Level Requirements for new services are not fully realized which has led to customer dissatisfaction.Service Level Requirements are important because it is these that compose a ServiceLevel Agreement, and this agreement constitutes a document that will containthe organizations and the service providers’rights and obligations. It is this that the level of service expected will be agreedupon (Axelos, 2011f). Within an SDP eachService Level Requirement is documented (Axelos, 2011f), therefore leading toeach new service being realizedsufficiently. The business has experienced problems duringthe Service Transition stage involving software testing being totally focusedon software functionality, resulting in difficulty supporting new IT services.
SoftwareTesting ensures that changed components still operate correctly as part of theoverall IT service (Axelos, 2012f). Software testing should include many othermethods other than functional testing e.g. user acceptance and usabilitytesting, resilience and continuity testing (Axelos, 2011c). Lahtela et al (2010) describe software testing as an error-proneprocess which requires a structured approach.
To illustrate this point, useracceptance and usability testing is important because it allows the user toconfirm the change is fit for purpose, it also ensures that every error hasbeen addressed prior to deployment (Esposito and Rogers, 2013). With a strongerService Design Package, the business should find that they include allcomponents of testing in their testing policies and testing plans (Farenden,2012). In addition to this, one of the main inputs into Service Transition isthe Service Design Package as this contains all the information required todecide whether to go ahead with the transition of a new change or service(Farenden, 2012).
Therefore, without the Service Design Package, this will result in issues during service transition asmentioned in the brief. DWC has also experienced problems withtransition staff frequently complaining they are not being provided with thecorrect information on how to deploy services. Included within an SDP aredeployment policy, release policy, plans and requirements (Axelos, 2011c). Releaseand deployment polices should be agreedand documented in advance to provide the correct guidance on how the serviceshould be performed (Farenden, 2012). The purpose of Release and Deploymentmanagement is to plan, schedule, control the build, test, and deployment of releases, and to deliver thenew functionality required by the business while protecting the integrity of existingservices (Thejendra, 2014).
If the SDP does not cover this component this wouldresult in confusion and uncertainty on how to deploy the service which is evidentin the brief.