Create or Amend IT Services (SD 2.2)

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Process ID	Procedure or Decision	Description	Role
SD 2.2.1	Define SLRs	Once a request is received for a new or amended IT Service, determine and agree the main requirements of the business. Go to SD 2.2.2 to conduct a feasibility study for the Service Level Requirements.	Service Level Manager
SD 2.2.2	Conduct feasibility study for SLRs	Initiate a feasibility study, ensuring that any existing OLAs and UCs are taken into consideration. The Supplier Manager may be involved with Service Providers if necessary. The study must consider all elements including technology, cost and Serviceability. Go to SD 2.2.3 to feedback to the Customer.	Service Level Manager
SD 2.2.3	Feedback to Customer	The results of the feasibility study are fed back to the Customer. Go to SD 2.2.4 to determine whether to continue with the Service creation or amendments.	Service Level Manager
SD 2.2.4	Continue with Service creation or amendments?	If yes, go to SD 2.2.5 to draft the SDD. If no, go to Change Evaluation and Closure (ST 2.6.2) to close the Change.	Service Level Manager
SD 2.2.5	Draft the SDD	Draft the SDD based on the data gathered and validated in the requirements definition and feasibility study. The SDD covers: a description of the business process concerned a detailed description of the technology and support platforms links to related policies and Service Management procedures plans to monitor and measure the Service Go to SD 2.2.6 to determine whether a Service Catalog update is required.	Service Level Manager
SD 2.2.6	Service Catalog update required?	If yes, go to SD 2.1.10 to review the Service Catalog. If no, go to SD 2.2.7 to sign-off the SDD.	Service Level Manager
SD 2.2.7	SDD sign-off	Validate the SDD with the Customer and then sign-off with the Service Owner and Service Level Manager. Once signed off, update the Service Catalog to reflect the new or amended Service. Go to SD 2.2.8 to finalize the SLRs.	Service Level Manager
SD 2.2.8	Create SLRs	The SLRs are created by the Service Level Manager and the Customer and are then collated into the SLR document.	Service Level Manager

Process ID

Procedure or Decision

Description

Role

SD 2.2.1

Define SLRs

Once a request is received for a new or amended IT Service, determine and agree the main requirements of the business.

Go to SD 2.2.2 to conduct a feasibility study for the Service Level Requirements.

Service Level Manager

SD 2.2.2

Conduct feasibility study for SLRs

Initiate a feasibility study, ensuring that any existing OLAs and UCs are taken into consideration. The Supplier Manager may be involved with Service Providers if necessary. The study must consider all elements including technology, cost and Serviceability.

Go to SD 2.2.3 to feedback to the Customer.

Service Level Manager

SD 2.2.3

Feedback to Customer

The results of the feasibility study are fed back to the Customer.

Go to SD 2.2.4 to determine whether to continue with the Service creation or amendments.

Service Level Manager

SD 2.2.4

Continue with Service creation or amendments?

If yes, go to SD 2.2.5 to draft the SDD.

If no, go to Change Evaluation and Closure (ST 2.6.2) to close the Change.

Service Level Manager

SD 2.2.5

Draft the SDD

Draft the SDD based on the data gathered and validated in the requirements definition and feasibility study. The SDD covers:

a description of the business process concerned
a detailed description of the technology and support platforms
links to related policies and Service Management procedures
plans to monitor and measure the Service

Go to SD 2.2.6 to determine whether a Service Catalog update is required.

Service Level Manager

SD 2.2.6

Service Catalog update required?

If yes, go to SD 2.1.10 to review the Service Catalog.

If no, go to SD 2.2.7 to sign-off the SDD.

Service Level Manager

SD 2.2.7

SDD sign-off

Validate the SDD with the Customer and then sign-off with the Service Owner and Service Level Manager. Once signed off, update the Service Catalog to reflect the new or amended Service.

Go to SD 2.2.8 to finalize the SLRs.

Service Level Manager

SD 2.2.8

Create SLRs

The SLRs are created by the Service Level Manager and the Customer and are then collated into the SLR document.

Service Level Manager