Review Team |
- Scope, parameters, and agenda of review.
- Communication of meeting details to team members.
- Facilitation of review.
- Knowledge and authority to make decisions regarding operations.
- Commitment for action items for functional areas they represent.
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Questions the Review Team Asks
- Has the planned operation of the service solution's underpinning service delivery mechanism been appropriate to support delivery on established service levels?
- Can we adjust the mechanism to be more effective in meeting established service levels?
- Can we adjust the mechanism to operate more efficiently and less expensively?
- Were planning assumptions about the state and needs of the IT operations environment (organization and infrastructure) on target?
- Has the IT operations environment had an impact on the ability of the underpinning service delivery mechanism to meet established service levels?
- Has the environment changed or do we anticipate that it will change?
- Is the existing documentation of day-to-day operations activities and tasks adequate?
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Development Team |
- Solution Development
- Testing
- User Education
- Logistics
- Support Implications
- Documentation
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Service Level Data
- Confirm validity of service level data.
Service Delivery Mechanism
- Present planning assumptions relative to service delivery mechanism.
- Take lessons learned from the review back to the development team to apply to subsequent service solution development projects.
IT Operations Environment (infrastructure and organization)
- Present planning assumptions relative to the IT operations environment, including those about hardware, software, training, and documentation.
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Users |
- Users of the service solution are operational "hands on the keyboard" users.
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- Users do not participate in this review, except to receive a customer/user-focused communication as to the review action items and expected benefits for customer/users.
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Customers |
- Customers of the system are ordinarily the managers who have approved and funded the development of the service solution.
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- Customers do not participate in this review, except to receive a customer/user-focused communication as to the review action items and expected benefits for customer/users.
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Release Team |
- Change Management
- Release/Systems Engineering
- Configuration Control/Asset Management
- Software Distribution/Licensing
- Quality assurance
- MSF liaison
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Service Level Data
- Confirm validity of service level data.
Service Delivery Mechanism
- Present planning assumptions relative to service delivery mechanism.
- Present information about RFCs related to the service delivery mechanism since release or last review.
IT Operations Environment (infrastructure and organization)
- Present planning assumptions relative to the IT operations environment.
- Present data regarding actual changes requested and enacted since release or the last review.
- Present information about upcoming changes to the IT operations environment.
Documentation
- Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
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Infrastructure Team |
- Enterprise Architecture
- Infrastructure Engineering
- Capacity Management
- Cost/IT Budget Management
- Resource and Long-Range Planning
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Service Level Data
- Confirm validity of service level data.
Service Delivery Mechanism
- Present planning assumptions relative to service delivery mechanism.
- Present data regarding planned-versus-actual capacity.
- Advise team about capacity implications of suggested adjustments.
IT Operations Environment (infrastructure and organization)
- Present planning assumptions relative to the IT operations environment.
- Present data regarding planned-versus-actual capacity.
- Present data on actual and check suggested adjustments against:
- Enterprise architecture.
- Infrastructure engineering.
- Shared data management.
- Data center management.
- Management of physical environments and infrastructure tools.
- Hardware/software standards.
Documentation
- Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
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Support Team |
- Service Desk/Help Desk
- Production/Product Support
- Problem Management
- Service Level Management
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Service Level Data
- Confirm validity of service level data.
Service Delivery Mechanism
- Present planning assumptions relative to service delivery mechanism.
- Present data on actual and check suggested adjustments against:
- Service desk/help desk.
- Production/product support.
- Problem management.
- Service level agreement management.
- Problem resolution.
- Customer support.
- Workforce management.
IT Operations Environment (infrastructure and organization)
- Present planning assumptions relative to the IT operations environment.
- Present data on actual and check suggested adjustments against:
- Service desk/help desk.
- Production/product support.
- Problem management.
- Service level agreement management.
- Problem resolution.
- Customer support.
- Workforce management.
Documentation
- Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
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Operations Team |
- Messaging Operations
- Database Operations
- Network Administration
- Monitoring/Metrics
- Availability Management
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Act as Review Team Lead
Service Level Data
- Confirm validity of service level data.
Service Delivery Mechanism
- Present planning assumptions relative to service delivery mechanism.
- Confirm reasonableness of SLA/OLAs relative to the operations function.
- Confirm all automated infrastructure support mechanisms work, are sufficient to meet SLA/OLAs, and have thresholds set correctly.
- Confirm backups can be made within specified timelines initially and on an ongoing basis based on projected growth.
- Confirm that all required operations documentation, including backups, monitoring, maintenance, procedures, contacts, and escalation paths exist and are adequate.
- Confirm reasonableness of all operations staff work tasks related to the monitoring, backup, directory, telecom, and print services related to the service solution.
- Ensure that written procedures exist for each of these tasks, including escalation paths and primary/secondary support contact information.
- Confirm that administrative tasks expected of the operations staff are documented and reasonable given operations staff workload.
- Assess that failover and recovery, availability management, and security measures are adequate for meeting SLA/OLAs for the particular service solution.
- Advise team about operations implications of suggested adjustments.
IT Operations Environment (infrastructure and organization)
- Present planning assumptions relative to the IT operations environment.
- Confirm operations staffing is in place and adequate (that is, sufficient staffing, skills) for the service solution.
- Advise team about operations implications of suggested adjustments.
Documentation
- Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
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Partners |
Dedicated management of external support and services including:
- Maintenance Vendors
- Environment Support
- Managed Services, Outsourcers, Trading Partners
- Software/Hardware Suppliers
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Service Level Data
- Confirm validity of service level data.
Service Delivery Mechanism
- Present planning assumptions relative to service delivery mechanism.
- Confirm that all required documentation relative to services supplied for the particular service solution is adequate.
- Assess if current contract, headcount, and staff skill levels are sufficient to support this particular service solution, or if adjustments need to be made to meet SLA/OLAs.
- Confirm reasonableness of SLA/OLAs for the service solution relative to the supplier's function.
- Advise team about implications of suggested adjustments on supplied products/services.
IT Operations Environment (infrastructure and organization)
- Present planning assumptions relative to the IT operations environment.
- Advise team about implications of suggested adjustments on supplied products/services.
Documentation
- Confirm that the existing documentation of day-to-day operations activities and tasks is adequate.
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Security Team |
- Intellectual Property Protection
- Network and System Security
- Intrusion Detection
- Virus Protection
- Audit and Compliance Administration
- Contingency Planning
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Service Level Data
- Confirm validity of service level data.
Service Delivery Mechanism
- Present planning assumptions relative to service delivery mechanism.
- Confirm that all documentation relative to the security function is adequate.
- Confirm that the service solution conforms to the organization's security standards and policies and does not create security risks.
- Confirm that virus protection, authentication, and intrusion detection solutions are in place and encompass the new service solution.
IT Operations Environment (infrastructure and organization)
- Present planning assumptions relative to the IT operations environment.
- Advise team about security implications of suggested adjustments.
Documentation
- Confirm that documentation of day-to-day operations tasks is adequate.
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