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Service Management (Guiding Principles (Keep it simple and practical…

- - - - Progress iteratively with feedback
      - Keep it simple and practical
      - Focus on value
      - Start where you are
- - - - Policies, requirements and constraints provided by the organization’s governing body
      - Consolidated demands and opportunities provided by engage
      - Value chain performance information, improvement initiatives and plans provided by improve
      - Improvement status reports from improve
      - Knowledge and information about new and changed products and services from design and transition and obtain/build
      - Knowledge and information about third party service components from engage
    - - Strategic, tactical and operational plans
      - Portfolio decisions for design and transition
      - Architectures and policies for design and transition
      - Improvement opportunities for improve
      - Product and service portfolio for engage
      - Contract and agreement requirements for engage
  - - - Product and service performance information provided by deliver and support
      - Stakeholders’ feedback provided by engage
      - Performance information and improvement opportunities provided by all value chain activities
      - Knowledge and information about new and changed products and services from design and transition and obtain/build
      - Knowledge and information about third party service components form engage
    - - Improvement initiatives and plans for all value chain activities
      - Value chain performance information for plan and the governing body
      - Improvement status reports for all value chain activities
      - Contract and agreement requirements for engage
      - Service performance information for design and transition
  - - - Product and service portfolio provided by plan
      - High level demand for services and products provided by customers
      - Requests and feedback from customers
      - Incidents, service requests and feedback from users
      - Information on the completion of user support tasks from deliver and support
      - Market opportunities from current and potential customers and users
      - Cooperation opportunities and feedback provided by partners and suppliers
      - Contract and agreement requirements from all value chain activities
      - Knowledge and information about new and changed products and services from design and transition and obtain/build
      - Knowledge and information about third party service components from suppliers and partners
      - Product and service performance information from deliver and support
      - Improvements initiatives and plans from improve
      - Improvement status reports from improve
    - - Consolidated demands and opportunities for plan
      - Product and service requirements for design and transition
      - User support tasks for deliver and support
      - Improvement opportunities and stakeholders’ feedback for improve
      - Change or project initiation requests for obtain/build
      - Contracts and agreements with external and internal suppliers and partners for obtain/build and design and transition
      - Knowledge and information about third party service components for all value chain activities
      - Service performance reports for customers
  - - - Service performance information provided by deliver and support and improve
        
        Are certain targets met?
        
        Was transition successful?
      - Improvement status reports from improve
      - Improvement initiatives and plans provided by improve
      - Product and service requirements provided by engage
      - Architectures and policies provided by plan
      - Portfolio decisions provided by plan
      - Service components form obtain/build
      - Knowledge and information about third party service components from engage
      - Knowledge and information about new and changed products and services from obtain/build
    - - Requirements and specifications for obtain/build
      - Contract and agreement requirements for engage
      - New and changed products and services to deliver and support
      - Knowledge and information about new and changed products and services to all value chain activities
      - Performance information and improvement opportunities for improve
  - - - Improvement initiatives and plans provided by improve
      - Requirements and specifications provided by design and transition
      - Goods and services provided by external and internal suppliers and partners
        
        Engage – Information, interaction, and engagement
        
        Obtain/Build – components, goods, and services
      - Contracts and agreements with external and internal suppliers and partners provided by engage
      - Architectures and policies provided by plan
      - Improvement status reports from improve
      - Change or project initiation requests provided by engage
      - Change requests provided by deliver and support
      - Knowledge and information about new and changed products and services from design and transition
      - Knowledge and information about third party service components from engage
    - - Service components for deliver and support
        
        Example: Spare parts, consumables (no need for design and transition)
      - Service components for design and transition
      - Knowledge and information about new and changed service components to all value chain activities
      - Contract and agreement requirements for engage
      - Performance information and improvement opportunities for improve
  - - - New and changed products and services provided by design and transition
      - Contracts and agreements with external and internal suppliers and partners provided by engage
      - Service components provided by obtain/build
      - Improvement initiatives and plans provided by improve
      - Improvement status reports from improve
      - User support tasks provided by engage
      - Knowledge and information about new and changed service components and services from design and transition and obtain/build
      - Knowledge and information about third party service components from engage
    - - Information on the completion of user support tasks for engage
      - Services delivered to customers and users
      - Product and service performance information for engage and improve
      - Improvement opportunities for improve
      - Contract and agreement requirements for engage
      - Change requests for obtain/build
      - Service performance information for design and transition
- - - - Share common goals and risks
      - Collaborate to achieve desired outcomes
    - - Formal contracts
      - Clear separation of responsibilities
    - - Involves the use of a specially established integrator to ensure that service relationships are properly coordinated
      - May be kept within the organization or can be delegated to a trusted partner
  - - - What is the generic delivery model for the service, and how does the service work?
      - What are the value streams involved in delivering the agreed outputs of the service?
      - Who, or what, performs the required service actions?
    - - How activities are organized
      - Activities the organization undertakes
      - How value creation is ensured for all stakeholders efficiently and effectively