Service Design (Operations Assessment)

During Service Design, the CAI Assessment Consultant and the application support team design the services that will be provided by the application support team.  During this phase, the CAI Assessment Consultant and the CAI Transition Consultant also build on the service requirements that were obtained in the Service Strategy phase earlier.

Service Level Management

The consultants negotiate, agree to, and document the appropriate IT service level targets with representatives of the business.  The consultants also define how the application support team will monitor and report on their performance against agreed service levels. 

 Availability Management

The consultants analyze and document the availability requirements of the services and applications within the application support team’s scope.  The consultants define how the application support team will measure service and application availability.

 Capacity Management

The consultants analyze and document the capacity requirements of the services and applications within the application support team’s scope.  These requirements include managing work scheduling commitments and ensuring application changes do not adversely impact the performance of the application.

 IT Service Continuity Management

The consultants define the application support team’s role with regard to:

• Backup and restore of critical application data and components
• Disaster recovery of applications within the scope of the team’s responsibilities
• Continuous flow of business information to the application users

 Service Catalog Management

The consultants define the Statement of Work that catalogs the services to be provided by the application support team, the business processes enabled by the applications, and the customer’s service quality expectations. 

 Supplier Management

The consultants document whether the application support team will manage any third-party contracts. 

 Information Security Management

The consultants define the application support team’s role with regard to:

• Security requirements for the application
• Security requirements for the technology environment
• Security policies of the organization
• Communication with the organization’s security administration