...
IT Service (Business/Provider)
...
Definition
| A means of delivering value to Customers by facilitating outcomes Customers want to achieve without the ownership of specific Costs and Risks. An IT service is consumed end-to-end from the customer perspective. An IT service is made up of a combination of information technology, people and processes. A customer-facing IT service directly supports the university processes of one or more customers and its service level targets should be defined in a service level agreement. Other IT services called supporting services, are not directly used by the university but are required by the service provider to deliver customer-facing services. Business Service: A service that is directly consumed by the end user that they ask for and recognize. You don't use this service to consume or procure another serivce (as you do with CAS or networking, e.g.). If you provide this service alone to the customer they would be happy to use it on its own. It's discrete enough that you want to measure it; ideally governed by an SLA. Also called an "end to end" business service.
Provider Service: Technical services or components that enable business services. A single Provider Service can support multiple Business Services. To the extent that end users consume them, they are used for the sake of a business service (e.g. CAS and networking exist to enable other services). Ideally managed by an OLA. |
|
Attributes
...
Attribute | Definition | Business Use | Data Type | Notes |
Number | Key or index field | uniquely identifies a business service | alphanumeric |
|
Name | Business Service Name | The name of the business service from the customer perspective. This is the name they would see when looking in a service catalog | text |
|
Category | Relationship to the service category | Used to build a list of services which are part of a category. Aids in search and navigation for business customers | relationship to Service Catalog Category | CI Type: Service Category |
State | Determines the state of the business service | When the service is active it is visible in the catalog and selectable from any process which allows the selection of the business service. | PLANNED, ACTIVE, DEPRECATED, INACTIVE | I think today the values are just active or inactive. Adriene will work with Service Board to document all states and process triggers |
Assignment Group | The assignment group which primarily supports the service | Used for routing process tickets to team which provides primary support without having to guess | relationship to an assignment group |
|
CI Owner | The IT Director accountable for service health and lifecycle | Develops service roadmaps, approves service changes for all CI attributes. Receives notification of Incidents that are classified P1 which affect the service. A Service owner should also sign off on any PIRs for the service | person | derived field - Manager of the Support Assignment Group |
In Service Date | The year the service went into production | Documents the general age of a service | YYYY | Derived as the year the first CHANGE TICKET (go-live) is processed. State changes from planned to Active |
...