Establish and maintain plans for standard services.
Standard service planning translates information about the organization’s capabilities and strategic needs into decisions about standard services. Plans for standard services reflect actions needed to balance capabilities of the organization; strategic needs, including the needs of customers and end users; and the conditions of the competitive market.
Example Work Products
- Descriptions of strategic business objectives
- Prospective service descriptions
- Analysis of service system needs
- Decision or approval packages for selected services
- Plans for standard services
1. Confirm strategic business objectives.
Strategic business objectives for a service organization may be explicit and available. If they are not, the planners executing this activity document their understanding of the implicit goals as part of their planning. This understanding should be reviewed and approved by senior management.
2. Recommend requirements for standard services based on strategic business objectives, the organization’s capabilities, and strategic needs.
3. Identify needed actions on standard services.
Needed actions can include development of new standard services, revision or improvement of current standard services, or retirement of standard services. A known failure mode in managing services is inattention to managing the obsolescence of services. Standard services that no longer fit the needs of the organization’s customer or the current capabilities of the organization should be retired or altered so that they do fit. The organization should set priorities and decide on the phasing of actions as appropriate.
New or changed standard services can require new or changed service systems. These service systems can support single or multiple customers and single or multiple standard services. Thus, needed actions can also include establishing and maintaining ”core assets” (e.g., components, tools, architectures, operating procedures, service system representations, software) to more effectively and efficiently develop or customize service systems that deliver standard services to multiple customers.
4. Review and get agreement from relevant stakeholders on the standard services to be established and maintained.