Service Definition Process
SERVICE DEFINITION PROCESS
Service definition is key to service management. Service definition enables both the customer and the service provider to know what to expect and not expect from a service. Clearly defined services enable customers to understand service offerings, including what each service does and does not include, eligibility, service limitations, cost, how to request services, and how to get help. A well-defined service also identifies internal processes necessary to provide and support the service.
At a minimum, every customer-facing service should have a high-level service definition as described below.
Fundamentally, five questions must be answered to define a service. These key service definition questions and a basic service definition checklist are below. Following this "quick start" section is detailed information about the service definition process.
The Five Questions
Five key questions must be answered when defining a service:
- What is the service, and how do I get it? (Service Description)
- How do I get help? How do I use the service? (Help and Self-Service)
- What Does It Cost? (Service Cost and Pricing)
- How does ITS support this service? (Service Support)
- How does ITS provide this service? (Service Delivery)
Service Definition/Support Readiness Checklist
This checklist lists elements to consider when answering each of the above five questions. Not all elements are required for every service; however, they should all be considered during the service definition process, and any “N/As” explained.
|SERVICE DEFINITION PROCESS DESCRIPTION
Determine whether the offering is a service or not
Before launching into the service definition process, it is necessary to determine whether an offering is a service or not.
A service is a coherent, ready-to-use deliverable that is of value to the customer. Services allow customers to do business without worrying about underlying technology or IT infrastructure.
If the offering meets these broad criteria from the customer’s perspective, it is probably a service and should be at least minimally defined.
See "Is it a Service?" for additional information about determining whether an offering is a service.
Is the service currently being provided or is it a service that you want to offer in the future?
Identify Service Manager and mentor
The Service Manager has overall accountability for service definition, ensuring services are delivered in accordance with agreed business requirements, and managing the service lifecycle - often in conjunction with a Service Team.
A Service Manager mentor from ITS' CSS group generally orients the Service Manager to IT Service Management tools and deliverables – introduces the tools (listed below) and what they are used for. Mentor and Service Manager identify which are applicable to the service.
See Step 2, "Existing Services," above, regarding Minimal service definition.
The following apply to Basic and Advanced service definition. See Step 2, "Existing Services," above, regarding Minimal service definition.A. Service Manager: Answer the five service definition questions. Answers should address the "Required" and "Basic" elements of the Service Definition/Support Readiness Checklist, though can be high-level/lightweight in nature. It may be necessary to identify the service team prior to this step if assistance is needed (see C, below).
(Service Catalog page template )
F. Deploy service support
G. Service Manager coordinates annual service review and update with Service Team. Service Manager also meets/consults with Service Team when major changes to service levels or the service, itself, are proposed.
Advanced service definition for identified/prioritized services
Note: Depending on the service, some or all elements may be required.
ITS has identified certain priority services for advanced service definition. Other services would also apply these steps as directed.
H. Formalize Service Team and meeting schedule; Service Manager works with Service Team on the following:I. Advanced service definition
(Service Catalog page template)
M. Deploy service support
N. SLA/OLA (annual) review and update
For questions, additional information, or feedback please contact Client Services and Security using the ITS feedback form.
 Gaps that are identified during the service definition or service review process should be documented, and where appropriate, escalated to management utilizing the ITS Problem/Opportunity / Project Proposal process.
 The Service Sponsor is the business partner or individual responsible for signing off on and accepting delivery of a service. The Service Sponsor has the authority to accept service levels, costs, and risks associated with a service.