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It is the central reference point for all documentation of a service, so it contains many links to other documents. A description of the sort of information that should be kept in an SDP is found in Appendix A of the Service Design book. [1] The main categories described are: Service lifecycle plan; Service programme; Service transition plan
The Operate Phase deals with the efficient operation, monitoring, and support of deployed services in line with agreed-to service level agreement (SLA) targets. The Manage Layer helps users establish an integrated approach to IT service management activities through the use of risk management, change management, and controls. It also provides ...
Change management is an IT service management discipline. The objective of change management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Changes in ...
Business Process Framework (eTOM) is a process framework for telecommunications service providers. COBIT (Control Objectives for Information and Related Technologies) is an IT Governance framework that specifies control objectives, metrics and maturity models. Recent versions have aligned the naming of select control objectives to established ...
A service delivery framework (SDF) is a set of principles, standards, policies and constraints to be used to guide the designs, development, deployment, operation and retirement of services delivered by a service provider with a view to offering a consistent service experience to a specific user community in a specific business context.
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Big bang adoption or direct changeover is when a new system is adopted instantly, with no transition period between the old and new systems. [1] [2] [3]When a new system needs to be implemented in an organization, there are three different ways to adopt this new system: the big bang adoption, phased adoption and parallel adoption.
The Service Automation Framework (SAF) is a set of best practices for the automated delivery of services. The concept builds further on the self-service practices of ITIL and IT Service Management. In its current form, the SAF is published as in a series of volumes, covering different processes of service automation. [1]