Which of the following is the meaning of service provisioning

Goal & Objectives

An effective Service Provisioning (SRP) capability aims to:

• Provide, maintain, and communicate a service catalogue for all current and future IT services.
• Establish and document processes to identify, deliver, and manage the IT services that enable the organization to meet its defined business objectives.
• Implement a transparent process for monitoring and reporting on IT services and address any problems arising.
• Plan and manage the technical service capacity and availability, and restore failing IT services as quickly as possible.
• Improve IT helpdesk productivity by quickly resolving any requests from customers.
• Manage change while maintaining a stable IT service environment.
• Embed continual service improvement across the IT service life cycle.
• Keep stakeholders informed of IT operations that can potentially affect service levels and be informed by stakeholders of business operations that may impact demand for IT services.

Definition

The Service Provisioning (SRP) capability is the ability to manage IT services to satisfy business requirements. This includes ongoing activities relating to operations, maintenance, and continuous service improvement, and also transitional activities relating to the introduction of services, their deployment, and their eventual decommissioning.

Practices-Outcomes-Metrics (POM)

Representative POMs are described for SRP at each level of maturity.

• PracticeDefine and record all components of key services.OutcomeService definitions for key services are available to customers.Metrics
  • % of services that are formally defined.
  • % of IT costs that are covered by the service catalogue.
• PracticeEstablish a process for gathering customer requirements.OutcomeServices can address basic requirements.Metrics
  • # of customer surveys completed.
  • # of channels for customer feedback.
• PracticeEstablish basic service-level measurement for key services.OutcomeObjective monitoring of service levels aids the dialogue with customers.Metric% of services that support service-level reporting.
• PracticeTrack, record, and report incidents.OutcomeThe availability of current and historical incident data informs IT service improvement initiatives.Metric# of incidents logged, fixed, and open per calendar month.

• PracticeAddress recurring incidents through root cause analysis-based problem management.OutcomeThere is an improvement in service quality levels.Metric% of incidents solved with root cause analysis.
• PracticeProvide service definitions for all IT services.OutcomeCustomers have a greater understanding of the services available to them.Metric% of services that are formally defined.
• PracticeRegularly report on service performance metrics.OutcomeThere is transparency on service efficiency and effectiveness based on performance metrics.Metric% of SLAs that are met.
• PracticeStandardize the reporting of IT service quality levels.OutcomeIT service levels delivery is transparent.Metric% of services for which quality is reported using a standard format/content.

• PracticeIntegrate the service catalogue with the Configuration Management Database (CMDB).OutcomeAll service components for all IT services are linked within a database, and they are managed in an integrated manner.Metric% of services within the catalogue that are configured within a CMDB.
• PracticeIntroduce tool-supported restoration of services.OutcomeThere is improved service quality due to automated responses to alerts/self-healing.Metric% of automated service restorations.
• PracticeUse business metrics to report on service performance.OutcomeCustomers can make more informed decisions regarding IT service selection.Metric% of services with business-aligned metrics.
• PracticeProactively collect event-monitoring data to ensure that all incidents are swiftly addressed.OutcomeService availability and reliability are increased.Metric% of unscheduled service interruptions to IT services that result from changes to unidentified service components.

• PracticeProactively align service improvements and releases with business needs.OutcomeServices and service levels are maintained in a prioritized manner.Metric% of service improvements and releases aligned with business needs.
• PracticeEstablish automated restoration according to SLAs.OutcomeService downtime is minimized by the use of process SLAs.Metrics
  • Service downtime per service introduction/change.
  • % of automated service restorations.
• PracticeEstablish automated incident prediction systems.OutcomeIncidents can be prevented.Metric% of non-predicted incidents.
• PracticeImplement automated reports for key stakeholders and for the service level management functions.OutcomeService level transparency is maximized.Metric% of services that have automated service-level reporting to stakeholders.

History