HP_Service Delivery and Monitoring Plan

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Hewlett-Packard CompanyService Delivery andMonitoring Plan forHPGM-ASGDAS

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Template (Version 1.0/27-July-2006)

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Copyright 2008 Hewlett-Packard Development Company, L.P.

Valid agreement required.

Service Delivery and Monitoring Plan.docLast changed: 03 August 2007 at 18:51

Usage Note:1. This is a generic template to cover all 17 ITSM process areas.2. Projects have to fill up those sections of the Service Delivery Monitoring Plan (SDMP) that are applicable

and can delete those sections that are not applicable.


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HPGM-AS Service Delivery and MonitoringPlan

GDAS Project ID No.: Project ID No



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Table of Contents

1 INTRODUCTION......................................................................................................................................................23

1.1 CUSTOMER OVERVIEW ..........................................................................................................................................23 1.2 PROJECT OVERVIEW..............................................................................................................................................23

2 PROJECT INFORMATION.....................................................................................................................................24

2.1 SCOPE ...................................................................................................................................................................24 2.1.1 Services Defined for the Project...................................................................................................................242.1.2 Duration .................................................... ........................................................... ........................................ 242.1.3 Service Window................................................... ........................................................... .............................. 242.1.4 SLAs ......................................................... ........................................................... ........................................ 242.1.5 Team Size......................................................................................................................................................24

2.2 ORGANIZATION .....................................................................................................................................................24 2.2.1 Team structure including customer organization.........................................................................................24

2.2.2 Team Contacts..............................................................................................................................................242.2.3 Customer Contacts ........................................................ ........................................................... ....................242.2.4 Escalation Chart ........................................................... ........................................................... ....................25

2.3 RESOURCE.............................................................................................................................................................25 2.3.1 Hardware Resources ..................................................... ........................................................... ....................252.3.2 Software Resources ......................................................................................................................................252.3.3 Staff ..............................................................................................................................................................252.3.4 Training Plan ...................................................... ........................................................... .............................. 252.3.5 External Interfaces ........................................................ ........................................................... ....................262.3.6 Shift Plan......................................................................................................................................................26

3 SECURITY FRAMEWORK CONTROLS ............................................................ ................................................. 27

3.1 PLANNING .............................................................................................................................................................27 3.2 MONITORING.........................................................................................................................................................27

4 SERVICE LEVEL MANAGEMENT ........................................................... ........................................................... 28

4.1 IDENTIFY CUSTOMER NEEDS..................................................................................................................................28 4.2 NEGOTIATE AND DOCUMENT SERVICE LEVEL AGREEMENT .................................................................................28 4.3 SUPPLIER MANAGEMENT ......................................................................................................................................28 4.4 MONITOR AND REPORT ON SERVICE LEVEL AGREEMENT .....................................................................................28 4.5 PERFORM SERVICE LEVEL AGREEMENT REVIEW ..................................................................................................28 4.6 PROCESSQUALITYCONTROL ..................................................................................................................................28 4.7 EVALUATE ANYIMPROVEMENT RECOMMENDATIONS................................................................................................28 4.1 IDENTIFY CUSTOMER NEEDS.................................................................................................................................28

4.1.1 Identify Customer Specific Service Requirements .......................................................... .............................. 284.1.2 Validate requirements with the customer .................................................... ................................................. 284.1.3 Define the SLA structure ...................................................................................... ........................................ 284.1.4 Define performance metrics, reporting and review requirements.................................. .............................. 28

4.2 NEGOTIATE AND DOCUMENT SERVICE LEVEL AGREEMENT .................................................................................28 4.2.1 Define SLA requirements............................................... ........................................................... ....................294.2.2 Identify OLA requirements ...................................................... ........................................................... ..........294.2.3 Identify any Underpinning contracts requirements........................................................ .............................. 294.2.4 Draft, negotiate and finalize SLA ...................................................... ........................................................... 29

4.3 SUPPLIER MANAGEMENT ......................................................................................................................................29 4.3.1 Assess supplier contracts................. ............................................................ ................................................. 294.3.2 Partner with key suppliers............................................................................................................................294.3.3 Establish review cycle ................................................... ........................................................... ....................294.3.4 Review supplier performance ............................................................ ........................................................... 29

4.4 MONITOR AND REPORT ON SERVICE LEVEL AGREEMENT .....................................................................................29 4.4.1 Summarize Support Data..............................................................................................................................29


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4.4.2 Analyze / Review Service Level Compliance Data ......................................................... .............................. 294.4.3 Generate Customer SLA Summary Report and submit to the customer ....................................................... 29

4.5 PERFORM SERVICE LEVEL AGREEMENT REVIEW ..................................................................................................29

4.5.1 Conduct SLA Review Meeting ........................................................... ........................................................... 294.5.2 Review Report ......................................................................... ........................................................... ..........304.5.3 Analyze Customer Feedback ................................................... ........................................................... ..........304.5.4 Review and update SLAs ........................................................ ........................................................... ..........30

4.6 PROCESSQUALITYCONTROL ..................................................................................................................................30 4.6.1 Develop Management reports ............................................................................................................ ..........304.6.2 Schedule Reports ........................................................... ........................................................... ....................304.6.3 Generate Reports..........................................................................................................................................304.6.4 Distribute Reports ......................................................... ........................................................... ....................304.6.5 Review Reports.................................................... ........................................................... .............................. 304.6.6 Update Configuration Management Plan ....................................................................................................30

4.7 EVALUATE ANYIMPROVEMENT RECOMMENDATIONS................................................................................................30 4.7.1 Evaluate Process for Improvement ............................................................. ................................................. 30

4.7.2 Develop Improvement and Implementation Plan ........................................................... .............................. 304.7.3 Create and Submit Request For Change (RFC) ................................................... ........................................ 304.7.4 Implement Plan ....................................................................... ........................................................... ..........304.7.5 Review Implementation ............................................................................................................ ....................314.7.6 Update Process improvement Plan ................................................... ........................................................... 31

5 DELIVERY PLAN INCIDENT MANAGEMENT...................................................... ........................................ 32

5.1 LOG INCIDENT/SERVICE REQUEST.......................................................................................................................32 5.2 ASSIGN INCIDENT OR SERVICE REQUEST ..............................................................................................................32 5.3 DIAGNOSE/RESOLVE AT LEVEL 1 .................................................... ........................................................... ..........325.4 DIAGNOSE/RESOLVE USING INCIDENT SUPPORT..................................................................................................32 5.5 MANAGE ESCALATION ..........................................................................................................................................32 5.6 DIAGNOSE/RESOLVE VIA ESCALATION TEAM ......................................................................................................32

5.7 IMPLEMENT SERVICE REQUEST.............................................................................................................................32 5.8 INCIDENT CONTROL ..............................................................................................................................................32 5.9 CLOSE INCIDENT ...................................................................................................................................................32 5.10 REPORT METRICS..................................................................................................................................................32 5.11 EVALUATE AND IMPROVE PROCESS.......................................................................................................................32 5.1 LOG INCIDENT/SERVICE REQUEST .......................................................................................................................32

5.1.1 Close Incident/ Service Request ...................................................................................................................325.1.2 Categorize Incident/ Service Request...........................................................................................................335.1.3 Prioritize Incident/ Service Request ............................................................ ................................................. 335.1.4 Valid Incident / Service Request?.................................................................................................................33

5.2 ASSIGN INCIDENT OR SERVICE REQUEST ..............................................................................................................33 5.2.1 Assign to Appropriate Level / Work Group .......................................................... ........................................ 335.2.2 Immediate Escalation Required? ......................................................................... ........................................ 33

5.2.3 Assign Ownership of the Service Request or Incident to an Incident Controller ......................................... 335.2.4 Pre-Defined Service Request?......................................................................................................................335.2.5 Request for Change (RFC)? .................................................... ........................................................... ..........335.2.6 Has this been assigned to Level 1?.................................................... ........................................................... 33

5.3 DIAGNOSE/RESOLVE AT LEVEL 1 ................................................... ........................................................... ..........335.3.1 Isolate Incident.................................................... ........................................................... .............................. 335.3.2 Resolve Incident .......................................................................................... ................................................. 335.3.3 Document Incident Status.................................... ........................................................... .............................. 335.3.4 Resolved / Completed? ............................................................ ........................................................... ..........335.3.5 Escalation Required? .................................................... ........................................................... ....................34

5.4 DIAGNOSE/RESOLVE USING INCIDENT SUPPORT..................................................................................................34 5.4.1 Isolate Incident.................................................... ........................................................... .............................. 345.4.2 Resolve Incident .......................................................................................... ................................................. 345.4.3 Document Incident / Status...................................................... ........................................................... ..........34


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5.4.4 Resolved/ Completed? ................................................... ........................................................... ....................345.4.5 Escalation Required? .................................................... ........................................................... ....................345.4.6 Higher Level Support Available? ...................................................... ........................................................... 34

5.4.7 Assign to Next Level Support......................................... ........................................................... ....................345.5 MANAGE ESCALATION ..........................................................................................................................................34

5.5.1 Evaluate Escalation................................... ........................................................... ........................................ 345.5.2 Document Incident / Service Request Status ................................................................................................ 345.5.3 Valid Escalation .................................................. ........................................................... .............................. 345.5.4 Return Invalid Escalation to Originator .............................................................. ........................................ 345.5.5 Incident Controller Request ................................................................................. ........................................ 345.5.6 Assign to Escalation Team Lead .................................................................................... .............................. 35

5.6 DIAGNOSE/RESOLVE VIA ESCALATION TEAM ......................................................................................................35 5.6.1 Review Situation.................................................. ........................................................... .............................. 355.6.2 Create / Engage Escalation Team................................................................................................................355.6.3 Create Escalation Communication Plan ..................................................... ................................................. 355.6.4 Execute Required Communications......................................... ........................................................... ..........35

5.6.5 Create Escalation Resolution Plan...............................................................................................................355.6.6 Document Escalated Incident Status ........................................................... ................................................. 355.6.7 Execute Escalation Resolution Plan.................... ........................................................... .............................. 355.6.8 Document Escalated Incident Status ........................................................... ................................................. 355.6.9 Escalation Resolved? ........................................................................ ........................................................... 355.6.10 Evaluate Situation and Review Options ...................................................... ................................................. 355.6.11 Update Escalation Resolution Plan..............................................................................................................355.6.12 Inform and Confirm Escalation Resolution with Customer...................................................... ....................355.6.13 Document Escalated Incident Status ........................................................... ................................................. 355.6.14 Conduct After-Action Review and Communicate Results.............................................................................365.6.15 Follow-Up Action Required? .......................................................................................................................365.6.16 Perform Follow-up Actions ..................................................... ........................................................... ..........365.6.17 Submit an RFC .................................................... ........................................................... .............................. 36

5.6.18 Submit a Problem (if required).....................................................................................................................365.6.19 Update Incident Record................................................................................................................................36

5.7 IMPLEMENT SERVICE REQUEST.............................................................................................................................36 5.7.1 Complete.......................................................................................................................................................365.7.2 Pre-defined Service Request.........................................................................................................................365.7.3 Update Service Request status......................................................................................................................36

5.8 INCIDENT CONTROL ..............................................................................................................................................36 5.8.1 Accept Incident / Service Request Ownership ...................................................... ........................................ 365.8.2 Monitor Incident/ Service Request ........................................................................................... ....................365.8.3 Address Any Validity Issues and Reassign ........................................................... ........................................ 365.8.4 Communicate................................................................................................................................................365.8.5 Service Request? ..........................................................................................................................................375.8.6 Completed?...................................................................................................................................................37

5.8.7 Transfer? ................................................... ........................................................... ........................................ 375.8.8 Was at...........................................................................................................................................................375.8.9 Level 1? ..................................................... ........................................................... ........................................ 37

5.9 CLOSE INCIDENT ...................................................................................................................................................37 5.9.1 Verify with Customer that Incident/ Service Request is Resolved ...................................................... ..........375.9.2 Resolved .................................................................................. ........................................................... ..........375.9.3 Close Incident/ Service Request ...................................................................................................................375.9.4 Update and Reassign....................................................................................................................................375.9.5 Update User When Necessary on Problem Resolution ................................................................................375.9.6 Perform End User Feedback........................................................................................................................37

5.10 REPORT METRICS..................................................................................................................................................38 5.10.1 Develop Management Reports ....................................................................................... .............................. 385.10.2 Schedule Report............................................................................................................................................385.10.3 Generate Report .................................................. ........................................................... .............................. 38


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5.10.4 Distribute Report ........................................................... ........................................................... ....................385.10.5 Review Report ......................................................................... ........................................................... ..........385.10.6 Update Configuration Management Plan ....................................................................................................38

5.11 EVALUATE ANY IMPROVEMENT RECOMMENDATIONS...........................................................................................38 5.11.1 Evaluate Process for Improvement ............................................................. ................................................. 385.11.2 Develop Improvement and Implementation Plan ........................................................... .............................. 385.11.3 Create and Submit RFC ...............................................................................................................................385.11.4 Implement Plan ....................................................................... ........................................................... ..........385.11.5 Review Implementation ............................................................................................................ ....................385.11.6 Update Process improvement Plan ................................................... ........................................................... 38

6 DELIVERY PLAN PROBLEM MANAGEMENT..............................................................................................39

6.1 IDENTIFY PROBLEM...............................................................................................................................................39 6.2 LOG PROBLEM ......................................................................................................................................................39 6.3 DETERMINE ROOT CAUSE ......................................................................................................................................39 6.4 RECOMMEND SOLUTION ........................................................................................................................................39

6.5 RAISE REQUEST FOR CHANGE ...............................................................................................................................39 6.6 CLOSE PROBLEM...................................................................................................................................................39 6.7 REPORT METRICS..................................................................................................................................................39 6.8 EVALUATE AND IMPROVE PROCESS ......................................................................................................................39 6.1 IDENTIFY PROBLEM...............................................................................................................................................39

6.1.1 Analyze Incident data .................................................... ........................................................... ....................396.1.2 Analyze Problem data ....................................................................... ........................................................... 396.1.3 Analyze Operational data.......................... ........................................................... ........................................ 396.1.4 Analyze Release Notes........... ............................................................ ........................................................... 406.1.5 Analyze Knowledge database............................................................ ........................................................... 40

6.2 LOG PROBLEM ......................................................................................................................................................40 6.2.1 Log Problem........................................................ ........................................................... .............................. 406.2.2 Assign Impact ...................................................... ........................................................... .............................. 40

6.2.3 Set Urgency ......................................................... ........................................................... .............................. 406.2.4 Set Priority ...................................................................................................................................................406.2.5 Assign Owner .................................................................................... ........................................................... 40

6.3 DETERMINE ROOT CAUSE ......................................................................................................................................40 6.3.1 Diagnose Problem......................................................... ........................................................... ....................406.3.2 Root Cause Found......................................................... ........................................................... ....................406.3.3 Isolate Root Cause......................................................... ........................................................... ....................406.3.4 Create Work-around.....................................................................................................................................406.3.5 Update Knowledge Database.......................................................................................................................406.3.6 Update Problem Record...............................................................................................................................40

6.4 RECOMMEND SOLUTION ........................................................................................................................................41 6.4.1 Determine and Recommend Fix ........................................................ ........................................................... 416.4.2 Review and Validate Recommended Problem Fix....................................... ................................................. 41

6.4.3 Approved ................................................... ........................................................... ........................................ 416.4.4 Update Problem Record...............................................................................................................................41

6.5 RAISE REQUEST FOR CHANGE ...............................................................................................................................41 6.5.1 Initiate Request for Change....................... ........................................................... ........................................ 416.5.2 Record Error Resolution ......................................................... ........................................................... ..........416.5.3 Update Problem Record...............................................................................................................................41

6.6 CLOSE PROBLEM...................................................................................................................................................41 6.6.1 Problem Resolved.........................................................................................................................................416.6.2 Update Problem database ....................................................... ........................................................... ..........416.6.3 Close Problem record ..................................................................................................................................41

6.7 REPORT METRICS..................................................................................................................................................41 6.7.1 Develop Management Reports ....................................................................................... .............................. 416.7.2 Schedule Report............................................................................................................................................426.7.3 Generate Report .................................................. ........................................................... .............................. 42


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6.7.4 Distribute Report ........................................................... ........................................................... ....................426.7.5 Review Report ......................................................................... ........................................................... ..........426.7.6 Update Configuration Management Plan ....................................................................................................42

6.8 EVALUATE AND IMPROVE PROCESS ......................................................................................................................42 6.8.1 Evaluate Process for Improvement ............................................................. ................................................. 426.8.2 Develop Improvement Implementation Plan ........................................................ ........................................ 426.8.3 Create and Submit RFC ...............................................................................................................................426.8.4 Implement Plan ....................................................................... ........................................................... ..........426.8.5 Review Implementation ............................................................................................................ ....................426.8.6 Update Process improvement Plan ................................................... ........................................................... 42

7 DELIVERY PLAN OPERATIONS MANAGEMENT........................................................................................43

7.1 MANAGEMENT OF IT INFRASTRUCTURE EVENTS ..................................................................................................43 7.2 FAULT MANAGEMENT...........................................................................................................................................43 7.3 BACKUP AND RESTORE MANAGEMENT.................................................................................................................43 7.4 WORKLOAD AND OUTPUT -MANAGEMENT AND SCHEDULING..............................................................................43

7.5 STORAGE MANAGEMENT ......................................................................................................................................43 7.6 OPERATIONAL ADMINISTRATION ..........................................................................................................................43 7.7 OPERATIONAL SECURITY ......................................................................................................................................43 7.8 PROCESSQUALITYCONTROL ..................................................................................................................................43 7.9 EVALUATE ANYIMPROVEMENT RECOMMENDATIONS................................................................................................43 7.1 MANAGEMENT OF IT INFRASTRUCTURE EVENTS ..................................................................................................43

7.1.1 Event monitoring ........................................................... ........................................................... ....................437.1.2 Event detection .................................................... ........................................................... .............................. 437.1.3 Event logging....................................................... ........................................................... .............................. 437.1.4 Event examination and filtering ......................................................................................................... ..........447.1.5 Event processing, correlation and escalation .................................................................................... ..........447.1.6 Event resolution......................................... ........................................................... ........................................ 447.1.7 Event closure ....................................................... ........................................................... .............................. 44

7.1.8 Management of event lifecycle .......................................................... ........................................................... 447.1.9 Event reporting...................... ............................................................ ........................................................... 44

7.2 FAULT MANAGEMENT...........................................................................................................................................44 7.2.1 Monitoring of Faults ............................................................... ........................................................... ..........447.2.2 Accept and Notify .......................................................... ........................................................... ....................447.2.3 Analysis of Faults .......................................................... ........................................................... ....................447.2.4 Resolution of Faults............................................. ........................................................... .............................. 44

7.3 BACKUP AND RESTORE MANAGEMENT.................................................................................................................44 7.3.1 Establish Backup and Restore strategy ....................................................... ................................................. 447.3.2 Schedule for Backup.....................................................................................................................................447.3.3 Verification of backup ................................................... ........................................................... ....................447.3.4 Store & Manage Backup media....................................................................................................................457.3.5 Restoration of data ........................................................ ........................................................... ....................45

7.4 WORKLOAD AND OUTPUT -MANAGEMENT AND SCHEDULING..............................................................................45 7.4.1 Develop Workload scheduling................................................. ........................................................... ..........457.4.2 Scheduling of Operational workloads ......................................................... ................................................. 457.4.3 Scheduling of exceptional workloads .......................................................... ................................................. 457.4.4 Enterprise workload scheduling...... ............................................................ ................................................. 457.4.5 Administering of print output ............................................................ ........................................................... 457.4.6 Monitoring print output........................................................... ........................................................... ..........45

7.5 STORAGE MANAGEMENT ......................................................................................................................................45 7.5.1 Administer disk space allocation..... ............................................................ ................................................. 457.5.2 Monitor disk space usage ........................................................ ........................................................... ..........45

7.6 OPERATIONAL ADMINISTRATION ..........................................................................................................................45 7.6.1 Installation .................................................................... ........................................................... ....................457.6.2 Un-installation .............................................................................................................................................467.6.3 Operation control.........................................................................................................................................46


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7.6.4 Development and maintenance of an operational management tool-set...................................................... 467.6.5 Configuration and reconfiguration ..............................................................................................................467.6.6 Housekeeping and preventative maintenance processes......... ........................................................... ..........46

7.7 OPERATIONAL SECURITY ......................................................................................................................................46 7.7.1 Implement Security plan.......................................................... ........................................................... ..........467.7.2 Security monitoring ....................................................... ........................................................... ....................467.7.3 Security control ................................................... ........................................................... .............................. 46

7.8 REPORT METRICS..................................................................................................................................................46 7.8.1 Develop Management Reports ....................................................................................... .............................. 467.8.2 Schedule Report............................................................................................................................................467.8.3 Generate Report .................................................. ........................................................... .............................. 467.8.4 Distribute Report ........................................................... ........................................................... ....................467.8.5 Review Report ......................................................................... ........................................................... ..........467.8.6 Update Configuration Management Plan ....................................................................................................47

7.9 EVALUATE AND IMPROVE PROCESS.......................................................................................................................47 7.9.1 Evaluate Process for Improvement ............................................................. ................................................. 47

7.9.2 Develop Improvement Implementation Plan ........................................................ ........................................ 477.9.3 Create and Submit RFC ...............................................................................................................................477.9.4 Implement Plan ....................................................................... ........................................................... ..........477.9.5 Review Implementation ............................................................................................................ ....................477.9.6 Update Process improvement Plan ................................................... ........................................................... 47

8 DELIVERY PLAN CHANGE MANAGEMENT ........................................................ ........................................ 48

8.1 LOG AND CLASSIFY CHANGE ................................................................................................................................48 8.2 RISK AND IMPACT ASSESSMENT............................................................................................................................48 8.3 CHANGE APPROVAL..............................................................................................................................................48 8.4 SCHEDULE CHANGE ..............................................................................................................................................48 8.5 IMPLEMENT CHANGE ............................................................................................................................................48 8.6 BACK OUT CHANGE ..............................................................................................................................................48

8.7 URGENT CHANGE..................................................................................................................................................48 8.8 POST CHANGE REVIEW .........................................................................................................................................48 8.9 PROCESSQUALITYCONTROL ..................................................................................................................................48 8.10 EVALUATE ANYIMPROVEMENT RECOMMENDATIONS................................................................................................48 8.1 LOG AND CLASSIFY CHANGE ................................................................................................................................48

8.1.1 Access RFC Form: RFC Form Accessed .................................................... ................................................. 488.1.2 Complete and Submit RFC ...................................................... ........................................................... ..........488.1.3 Initial Review of RFC.................................................... ........................................................... ....................498.1.4 Reject RFC .................................................................................................. ................................................. 498.1.5 Return RFC to Requestor with Explanation ......................................................... ........................................ 498.1.6 Close RFC ........................................................... ........................................................... .............................. 498.1.7 Review RFC for Completeness and Accuracy ...................................................... ........................................ 498.1.8 RFC Accepted.................................. ............................................................ ................................................. 49

8.1.9 Work with Requestor to Complete RFC .......................................................................................................498.1.10 Urgent Change .................................................... ........................................................... .............................. 498.1.11 Standard Change..........................................................................................................................................498.1.12 Identify Standard Change Model................................................................. ................................................. 498.1.13 Identify Standard Change Owner.... ............................................................ ................................................. 498.1.14 Assign Initial Priority .................................................... ........................................................... ....................498.1.15 Identify Change Owner ........................................................................................ ........................................ 49

8.2 RISK AND IMPACT ASSESSMENT............................................................................................................................49 8.2.1 Estimate & Document RFC Level of Effort .......................................................... ........................................ 498.2.2 Assess and Document Risk & Impact of Change..................... ........................................................... ..........508.2.3 Minor Change ......................................................................... ........................................................... ..........508.2.4 Risk & Impact Acceptable ....................................................... ........................................................... ..........508.2.5 Notify Change Requestor of Rejection............................................................................ .............................. 508.2.6 Close RFC ........................................................... ........................................................... .............................. 50


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8.2.7 Identify & Notify Change Approval Board (CAB) Members about Major Change...................................... 508.3 MAJOR CHANGE APPROVAL..................................................................................................................................50

8.3.1 Evaluate all related RFCs...................................................... ........................................................... ..........50

8.3.2 Review Change Category Impact & Priority...................................................................................... ..........508.3.3 Category, Impact & Priority Okay...............................................................................................................508.3.4 Update Category, Impact & Priority of Change .................................................. ........................................ 508.3.5 Resolve any Open Issues ...................................................................................... ........................................ 508.3.6 Risk & Impact Acceptable ....................................................... ........................................................... ..........508.3.7 Document Reasons for RFC Rejection ........................................................ ................................................. 508.3.8 Change Rejection Final................................................................................................................................508.3.9 Notify Change Parties of rejection .................................................... ........................................................... 518.3.10 Close RFC ........................................................... ........................................................... .............................. 518.3.11 Notify Change Parties that Change is approved.................................................. ........................................ 518.3.12 Identify resources .......................................................... ........................................................... ....................51

8.4 SCHEDULE CHANGE ..............................................................................................................................................51 8.4.1 Identify Preliminary Schedule ........................................................... ........................................................... 51

8.4.2 Notify All Interested Parties of Preliminary Change Schedule .......................................................... ..........518.4.3 Assign Resources........................................................... ........................................................... ....................518.4.4 Publish Forward Schedule of Changes ....................................................... ................................................. 518.4.5 Standard Change..........................................................................................................................................51

8.5 IMPLEMENT CHANGE ............................................................................................................................................51 8.5.1 Review RFC Documentation, Build and Test Results.................................. ................................................. 518.5.2 Urgent Change .................................................... ........................................................... .............................. 518.5.3 Preliminary Schedule OK.............................................................................................................................518.5.4 Set Final Change Date.............................................................................................................................518.5.5 Update Forward Schedule of Changes.........................................................................................................528.5.6 Publish Forward Schedule of Changes ....................................................... ................................................. 528.5.7 Implement Urgent & Standard Change into Defined Environments............................................................ 528.5.8 Implementation Successful ...................................................... ........................................................... ..........52

8.5.9 Minor or Standard Change .................................................................................. ........................................ 528.5.10 Close RFC ........................................................... ........................................................... .............................. 528.5.11 Conduct Formal Turnover to Support..........................................................................................................52

8.6 BACK OUT CHANGE ..............................................................................................................................................52 8.6.1 Execute Change Back-out Plan......................................................... ........................................................... 528.6.2 Notify All Interested Parties of Back-out....................... ........................................................... ....................528.6.3 Perform Root Cause Analysis on Failed Change.........................................................................................528.6.4 Root Cause Identified .................................................... ........................................................... ....................528.6.5 Identify and Document Corrective Actions ........................................................................................ ..........528.6.6 Standard Change..........................................................................................................................................528.6.7 Update Standard Change Model Procedures...............................................................................................52

8.7 URGENT CHANGE..................................................................................................................................................53 8.7.1 Notify & Schedule Emergency CAB ............................................................ ................................................. 53

8.7.2 Assign Change Owner................................................... ........................................................... ....................538.7.3 Assess Urgency, Risk and Impact of Change ................................................................. .............................. 538.7.4 Change Approved.........................................................................................................................................538.7.5 Identify and Assign Resources (Change Domain Experts)....................................................... ....................538.7.6 Notify Interested Change Parties ............................................................................................. ....................538.7.7 Build and Test Required .......................................................... ........................................................... ..........538.7.8 Resolve Urgent Change Issues .......................................................... ........................................................... 53

8.8 POST IMPLEMENTATION REVIEW ..........................................................................................................................53 8.8.1 Review Change Implementation........................................................ ........................................................... 538.8.2 Verify Change is Complete & Signoff...........................................................................................................538.8.3 Change Complete & Signoff Obtained...... ........................................................... ........................................ 538.8.4 Document Change Improvement Recommendations..... ........................................................... ....................538.8.5 Back-out Change ........................................................... ........................................................... ....................548.8.6 Close RFC ........................................................... ........................................................... .............................. 54


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8.9 REPORT METRICS..................................................................................................................................................54 8.9.1 Develop Management Reports ....................................................................................... .............................. 548.9.2 Schedule Report............................................................................................................................................54

8.9.3 Generate Report .................................................. ........................................................... .............................. 548.9.4 Distribute Report ........................................................... ........................................................... ....................548.9.5 Review Report ......................................................................... ........................................................... ..........548.9.6 Update Change Management Plan...............................................................................................................54

8.10 EVALUATE AND IMPROVE PROCESS.......................................................................................................................54 8.10.1 Evaluate Process for Improvement ............................................................. ................................................. 548.10.2 Develop Improvement Implementation Plan ........................................................ ........................................ 548.10.3 Create and Submit RFC ...............................................................................................................................548.10.4 Implement Plan ....................................................................... ........................................................... ..........548.10.5 Review Implementation ............................................................................................................ ....................548.10.6 Update Process improvement Plan ................................................... ........................................................... 55

9 DELIVERY PLAN CONFIGURATION MANAGEMENT ........................................................... ....................56

9.1 IDENTIFICATION OF CONFIGURATION ITEMS .........................................................................................................56 9.2 MONITOR AND VERIFY CONFIGURATION MANAGEMENT DATA BASE (CMDB)................................................... 569.3 CONTROL AND MAINTAIN CMDB .................................................... ........................................................... ..........569.4 CMDBAUDIT.......................................................................................................................................................56 9.5 PROCESSQUALITYCONTROL ..................................................................................................................................56 9.6 EVALUATEIMPROVEMENT RECOMMENDATIONS.......................................................................................................56 9.1 IDENTIFICATION OF CONFIGURATION ITEMS (CI)..................................................................................................56

9.1.1 Strategy for Gathering CI Information.........................................................................................................569.1.2 Identify and Label Configuration Items................................................................ ........................................ 569.1.3 Update Configuration Management Plan ....................................................................................................56

9.2 MONITOR AND VERIFY CMDB ........................................................ ........................................................... ..........569.2.1 Monitor and Report Unauthorized Changes ........................................................ ........................................ 569.2.2 Configuration Monitoring ....................................................... ........................................................... ..........56

9.2.3 Verify with CMDB on CI Status and Data ...................................................................................................579.2.4 Unauthorized Change Found ............................................................ ........................................................... 579.2.5 Determine Responsible Party ............................................................ ........................................................... 579.2.6 Notify Management and Warn Offender ............................................................................................ ..........579.2.7 Assess Impact of Unauthorized Change ...................................................... ................................................. 579.2.8 Initiate RFC to Reconcile CMDB.............. ........................................................... ........................................ 579.2.9 Update CMDB..............................................................................................................................................57

9.3 CONTROL AND MAINTAIN CMDB .................................................... ........................................................... ..........579.3.1 Verify RFC CIs with CMDB........................................................................................................................579.3.2 Discrepancy Found ....................................................... ........................................................... ....................579.3.3 New CI................................... ............................................................ ........................................................... 579.3.4 Prepare CI Discrepancy Report...................................................................................................................579.3.5 CI Registration .................................................... ........................................................... .............................. 57

9.3.6 Remove CI ........................................................... ........................................................... .............................. 579.3.7 CI De-registration ......................................................... ........................................................... ....................579.3.8 Modify or Update CI Information / Status................................................... ................................................. 589.3.9 Verify RFC Completion and CMDB Updated...................................................... ........................................ 58

9.4 CMDBAUDIT.......................................................................................................................................................58 9.4.1 Determine Portion of CMDB to be audited................... ........................................................... ....................589.4.2 Physical Audit ..............................................................................................................................................589.4.3 Run Auto Discovery Tool .................................................................. ........................................................... 589.4.4 Sample Physical CIs for Audit ....................................................................................................................589.4.5 Compare Output with CMDB.......................................................................................................................589.4.6 Discrepancies Found................................. ........................................................... ........................................ 589.4.7 Investigate Findings and Determine Root Causes.......................................................... .............................. 589.4.8 Determine Appropriate Actions........................... ........................................................... .............................. 589.4.9 Prepare and Distribute the Audit Report .....................................................................................................58


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9.4.10 CAB Review Required ................................................... ........................................................... ....................589.4.11 Update Configuration Management Plan if Required..................................................................................58

9.5 REPORT METRICS..................................................................................................................................................59

9.5.1 Develop Management Reports ....................................................................................... .............................. 599.5.2 Schedule Report............................................................................................................................................599.5.3 Generate Report .................................................. ........................................................... .............................. 599.5.4 Distribute Report ........................................................... ........................................................... ....................599.5.5 Review Report ......................................................................... ........................................................... ..........599.5.6 Update Configuration Management Plan ....................................................................................................59

9.6 EVALUATE AND IMPROVE PROCESS.......................................................................................................................59 9.6.1 Evaluate Process for Improvement ............................................................. ................................................. 599.6.2 Develop Improvement Implementation Plan ........................................................ ........................................ 599.6.3 Create and Submit RFC ...............................................................................................................................599.6.4 Implement Plan ....................................................................... ........................................................... ..........599.6.5 Review Implementation ............................................................................................................ ....................599.6.6 Update Process improvement Plan ................................................... ........................................................... 59

10 DELIVERY PLAN SERVICE PLANNING .................................................... ................................................. 60

10.1 PLAN FOR NEW OR UPDATED STANDARD SERVICE ...............................................................................................60 10.2 CONDUCT SERVICE RISK ANALYSIS......................................................................................................................60 10.3 DEFINE FUNCTIONAL REQUIREMENTS ..................................................................................................................60 10.4 ANALYZE CAPABILITY GAPS ................................................................................................................................60 10.5 BUY VERSUS BUILD DECISIONS ............................................................................................................................60 10.6 DETERMINE ROI ON SERVICE DEVELOPMENT ......................................................................................................60 10.7 CREATE SERVICE DESIGN SPECIFICATIONS ...........................................................................................................60 10.8 PERFORM SERVICE (PORTFOLIO)REVIEWS ...........................................................................................................60 10.9 PROCESSQUALITYCONTROL ..................................................................................................................................60 10.10 EVALUATEIMPROVEMENT RECOMMENDATIONS...................................................................................................60 10.1 PLAN FOR NEW &/OR UPDATED STANDARD SERVICE .........................................................................................60

10.1.1 Review new service decision .................................................................................................... ....................6010.1.2 Sketch a high level definition of each service...............................................................................................6010.1.3 Project needed service capabilities & infrastructure...................................................................................6110.1.4 Ensure new services fit service portfolio & delivery architecture............................................ ....................61

10.2 CONDUCT RISK ANALYSIS ....................................................................................................................................61 10.2.1 Understand, Document & Evaluate Risks................................................... ................................................. 6110.2.2 Periodically Analyze Risks ...................................................... ........................................................... ..........61

10.3 DEFINE FUNCTIONAL REQUIREMENTS ..................................................................................................................61 10.3.1 Document specific service functionality...................................................... ................................................. 6110.3.2 Define & price standard services ...................................................... ........................................................... 6110.3.3 Refine Service Demand Projections ............................................................ ................................................. 6110.3.4 Define Detailed Functional Specifications.............................. ........................................................... ..........61

10.4 ANALYZE CAPABILITY GAPS ................................................................................................................................61

10.4.1 Determine Gaps................................................... ........................................................... .............................. 6110.4.2 Identify Areas that Need Attention ....................................................................... ........................................ 61

10.5 BUY VERSUS BUILD DECISIONS ............................................................................................................................61 10.5.1 Review Functional Requirements ...................................................... ........................................................... 6110.5.2 Incorporate design feedback ................................................... ........................................................... ..........6210.5.3 Accept or reject recommendations .................................................... ........................................................... 6210.5.4 Define External Design Specification............................................................................. .............................. 6210.5.5 Define procurement specifications.................................................... ........................................................... 6210.5.6 Define the internal design specification ...................................................... ................................................. 62

10.6 DETERMINE ROI ON SERVICE DEVELOPMENT ......................................................................................................62 10.6.1 Assess Development and Delivery Cost................................................................ ........................................ 6210.6.2 Make Projections....................................... ........................................................... ........................................ 6210.6.3 Make Decision............. ............................................................ ........................................................... ..........62

10.7 CREATE SERVICE DESIGN SPECIFICATIONS ...........................................................................................................62


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10.7.1 Develop Internal Design Specification.................................... ........................................................... ..........6210.8 PERFORM SERVICE (PORTFOLIO)REVIEWS ...........................................................................................................62

10.8.1 Evaluate portfolio impact........................................................ ........................................................... ..........62

10.8.2 Keep Service Current ...................................................................................................................................6210.8.3 Manage Service Value..................... ............................................................ ................................................. 6210.8.4 Obsolete Service...........................................................................................................................................63

10.9 REPORT METRICS..................................................................................................................................................63 10.9.1 Develop Management Reports ....................................................................................... .............................. 6310.9.2 Schedule Report............................................................................................................................................6310.9.3 Generate Report .................................................. ........................................................... .............................. 6310.9.4 Distribute Report ........................................................... ........................................................... ....................6310.9.5 Review Report ......................................................................... ........................................................... ..........6310.9.6 Update Configuration Management Plan ....................................................................................................63

10.10 EVALUATE AND IMPROVE PROCESS...................................................................................................................63 10.10.1 Evaluate Process for Improvement.......................................................... ................................................. 6310.10.2 Develop Improvement Implementation Plan .................................................... ........................................ 63

10.10.3 Create and Submit RFC............................................................................................................................6310.10.4 Implement Plan.................................................................... ........................................................... ..........6310.10.5 Review Implementation ........................................................................................................ ....................6310.10.6 Update Process improvement Plan ......................................................... ................................................. 63

11 DELIVERY PLAN IT STRATEGY AND ARCHITECTURE PLANNING.................................................64

11.1 DEFINE AND DOCUMENT THE ITVISION &MISSION.............................................................................................64 11.2 PERFORM STRATEGIC ANALYSIS...........................................................................................................................64 11.3 DETERMINE ITBUDGET ........................................................................................................................................64 11.4 ENHANCE THE SERVICE RECOMMENDATION LIST.................................................................................................64 11.5 DEFINE ITARCHITECTURE....................................................................................................................................64 11.6 PROCESSQUALITYCONTROL ..................................................................................................................................64 11.7 EVALUATEIMPROVEMENT RECOMMENDATIONS.......................................................................................................64

11.1 DEFINE AND DOCUMENT THE ITVISION &MISSION.............................................................................................64 11.1.1 Define the Vision & Mission of the IT organization....................................................... .............................. 6411.1.2 Document the IT Vision & Mission ................................................... ........................................................... 6411.1.3 Create awareness about the Mission............................................................................................................64

11.2 PERFORM STRATEGIC ANALYSIS...........................................................................................................................65 11.2.1 Identify Strategic business objectives .......................................................... ................................................. 6511.2.2 Define or Study current business processes in line with market requirements ............................................ 6511.2.3 Create Business data Models .......................................................................................................................6511.2.4 Map the business data models to information requirements .................................................... ....................6511.2.5 Identify Strategic IT Systems ................................................... ........................................................... ..........6511.2.6 Review Organizational Systems ........................................................................... ........................................ 65

11.3 DETERMINE ITBUDGET ........................................................................................................................................65 11.3.1 Determine the current costs and revenues for all the services ........................................................... ..........65

11.3.2 Estimate projected costs and revenues across all Services ...................................................... ....................6511.3.3 Allocate the ava

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