SD

Customer descriptions of plans, goals, and service needs

Results of customer and end-user satisfaction surveys and questionnaires

Results of assessments of provider capability to meet customer needs

Review available customer and end-user need data.

Review concerns of service delivery and support staff.

Review existing service agreements and supplier agreements.

Review available current service data and service system designs.

Analyze the capability to supply requested services.

Service agreement

Define the structure and format of the service agreement.

Define, negotiate, and obtain agreement on a draft service agreement.

Publish the service agreement and make it available to service providers, customers, and end users as appropriate.

Review and revise the service agreement on a periodic and event-driven basis as appropriate. 

Service delivery approach (i.e., approach to request management, service system operations)

Contact and roster lists

Service request criteria

Internal status reporting templates (e.g., dashboards)

External status reporting templates (e.g., service request completion notices)

Define criteria for determining service requests.

Define categories for service requests and criteria for categorizing service requests.

Describe how responsibility for processing service requests is assigned and transferred.

Identify one or more mechanisms that customers and end users can use to submit service requests.

Identify requirements on the amount of time defined for the fulfillment of service requests in the service agreement.

Determine the resource requirements for service delivery as required.

Review, refine, or enhance stakeholder communication mechanisms (e.g., notices, status reports, dashboards) as necessary.

Document the service delivery approach.

Review and get agreement with relevant stakeholders on the approach for delivering each separately identifiable service.

Revise the approach for delivering services as necessary.

Monitoring tool thresholds validation report

Operating procedures validation report

Consumables (e.g., paper media, magnetic media) validation report

Logs of consumable acquisition and use

Service delivery logs and receipts

Results from demonstrated service system operation

Confirm that the appropriate service system’s components and tools are operational.

Evaluate the results of confirming service system component readiness and determine what corrective action is needed.

Review the service level requirements in the service agreements and ensure that proper thresholds are set in service system monitoring tools.

Develop, review, or refine service delivery procedures.

Ensure that necessary resources are available for performing service delivery activities and tasks.

Prepare and update detailed job execution and monitoring schedules for delivering services as requested.

Provide orientation to incoming service delivery and support staff on current service delivery operations during staff member changes.

Ensure that any necessary consumables are available for service delivery.

A request management system with controlled work products

Access control procedures for the request management system

Ensure that the request management system allows the reassignment and transfer of requests among groups.

Ensure that the request management system allows the storage, update, and retrieval of request management information.

Ensure that the request management system enables data reporting that is useful to the fulfillment of requests.

Maintain the integrity of the request management system and its contents.

Maintain the request management system as necessary.

Request management record

Action proposal

Customer satisfaction data

End user receipts confirming request fulfillment

Receive service requests and ensure each request is within the scope of the service agreement.

Record information about the service request.

Categorize and analyze the service request.

Determine which resources are required to resolve the service request.

Determine the actions to be taken to satisfy the service request.

Plan the actions further as appropriate.

Monitor the status of service requests as appropriate until they are fulfilled as described in the service agreement.

Review service request status and resolution, and confirm results with relevant stakeholders.

Close the service request and record the actions taken and results.

List of services delivered

Service logs

Performance reports and dashboards

Log of corrective actions

Customer satisfaction data

Request management database record

Operate service system components according to service system procedures.

Perform operations support activities (e.g., revise thresholds).

Manage the critical dependencies and paths of the service delivery schedules according to operating procedures.

Manage and control the security of service delivery.

Manage and control other operationally oriented quality attributes associated with service delivery.

Perform low-level monitoring of service system components using monitoring and data collection tools as appropriate.

As appropriate, perform the activities needed to fulfill service requests or resolve service incidents according to the service agreement.

Communicate the status of service requests until closed.

Collect customer satisfaction information immediately after services are delivered or service requests are fulfilled. 

Corrective or preventive maintenance change requests

Maintenance notifications

Preventive maintenance schedules

Review maintenance requests and prioritize requests based on criteria identified when establishing the service delivery approach.

Analyze impacts on service systems and services delivery.

Develop a plan to implement maintenance.

Release maintenance notifications to relevant stakeholders.

Update service system documentation as appropriate.

Implement and test corrective or preventive maintenance according to the plan and operating procedures.

Submit maintenance documentation and configuration changes to a configuration management repository.