Analyze existing service agreements and service data to prepare for expected new agreements.
This practice considers the complete context in which requirements are being established. Customer goals, supplier constraints, service provider concerns, and existing service delivery data and definitions (e.g., performance data, service levels, baselines, resource use, monitoring capabilities, service catalogs, standard services) are included in this analysis.
The analysis of existing agreements and service data is an activity that is repeatedly executed during the service agreement’s life. The service agreement is not a static artifact. It is dynamic and must be adjustable because the ongoing analysis of service data and agreements can identify changes over time.
Example Work Products
- Customer descriptions of plans, goals, and service needs
- Results of customer and end-user satisfaction surveys and questionnaires
- Results of assessments of provider capability to meet customer needs
1. Review available customer and end-user need data.
It is important to obtain an understanding of the customer and end-user perceptions of service prior to establishing the service agreement. These perceptions can include customer objectives that are not directly expressed as service requirements.
- Face-to-face or telephone interviews
- Customer supplied plans and goals outlining their expected use of services
- Statements of work and related solicitation materials
- Customer and end-user survey results
2. Review concerns of service delivery and support staff.
Prior to establishing the service agreement, it is important to obtain an understanding of the perspectives of the service delivery and support staff who work with customers and end users. These staffs are ultimately responsible for ensuring that service delivery meets requirements. They also have unique operational insight into the potential impacts of new agreements. This information can be collected through face-to-face or telephone interviews, or through other methods of soliciting staff feedback (e.g., staff meetings, email, surveys).
3. Review existing service agreements and supplier agreements.
- Considering the impact of the customer’s supplier agreements on the achievement of the requested service
- Reviewing the requested service requirements against standard service definitions if they exist
- Reviewing existing service level agreements and supplier agreements (e.g., operational level agreements, underpinning contracts) for their ability to meet identified service requirements
4. Review available current service data and service system designs.
Existing service data (e.g., performance data, service levels, baselines, incident histories, data from capacity and availability management) and capabilities (e.g., monitoring capabilities) are reviewed. Available industry benchmarks or other published data can be used, especially in the case of service requirements not previously addressed by the provider.
5. Analyze the capability to supply requested services.
Consider the overall approach to how the requested service delivery will be accomplished.
- Using the resources of an existing service system
- Modifying or creating a service system to meet new requirements
- Outsourcing some services or service system components to external suppliers