The IT Services Strategy may have several components, each of which may use a different notation.
The IT services portfolio will generally be a textual document with supporting diagrams. It will provide a high level
model of the service groupings or categories. It may perhaps suggest a hierarchy of service groups, services and
service elements depending on the scope and objectives of the engagement. Typically, a context diagram that shows the
relationships between the service groups or the hierarchy of services will accompany the textual description of the
model.
For the IT services which are identified as the focus of the project a textual service definition will be produced.
There are a series of elements suggested below which may go into the service definition. Depending on the project scope
and objectives it may not be necessary to define all these attributes of the required IT services. In subsequent stages
of the design and implementation life cycle additional work products will be produced which will decompose the service
portfolio and specify the services in greater detail.
There may sometimes be a series a of interim supporting outputs that document the processes and criteria that were used
to develop the strategic IT service portfolio and to evaluate and select between alternate solution approaches.
Service Definition - Consumer View
From a consumer's perspective, the definition of a service should include:
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Name - A noun/verb format is suggested, both to provide focus on the result (the noun) desired by the consumer,
and to distinguish it from a functional process (which has a verb/noun format). Where possible, the name should
reflect the service scope.
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Description
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Scope
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In scope
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Out of scope
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Triggers
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Assumptions
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Policies
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Principles
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Identification of responsibilities
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Consumers
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Business Owner
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Contacts
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Success Criteria
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Levels of Delivery
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Deliverable/product
Service Definition - Provider view
From a provider's perspective, the definition of a service should include the following:
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Identification of responsibilities
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Objectives
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Measurements
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Participating processes and activities
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Supporting services required
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Procedure links (physical implementation level only)
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Flows
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Activities
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Tasks
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Roles
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Timing
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Sequence
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Interfaces
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Required Infrastructure
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Tools
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Information stores
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Capabilities
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Dependencies
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