Service Development & Management
4 Service Development & Management
4.1 Service Strategy & Planning
4.2 Service Capability Delivery
4.3 Service Development & Retirement
4.1.1 Manage Service Research
4.1.2 Gather & Analyse Service Information
4.1.3 Establish Service Strategy & Goals
4.1.4 Define Service Support Strategies
4.1.5 Produce Service Business Plans
4.1.6 Develop Service Partnership Requirements
4.1.7 Gain Enterprise Commitment to Service Strategies
4.2.1 Map & Analyse Service Requirements
4.2.2 Capture Service Capability Shortfalls
4.2.3 Gain Service Capability Investment Approval
4.2.4 Design Service Capabilities
4.2.5 Enable Service Support & Operations
4.2.6 Manage Service Capability Delivery
4.2.7 Manage Handover to Service Operations
4.3.1 Gather & Analyse New Service Ideas
4.3.2 Assess Performance of Existing Services
4.3.3 Develop New Services Business Proposal
4.3.4 Develop Detailed Service Specifications
4.3.5 Manage Service Development
4.3.6 Manage Service Deployment
4.3.7 Manage Service Exit
4.1.1.1 Administer Research Activity
4.1.1.2 Manage Research Prioritisation Processes
4.1.1.3 Define Assessment Methodology
4.1.1.4 Administer External Research Contracts
4.1.1.5 Develop Intellectual Property Administration
4.1.1.6 Develop Patent Administration
4.1.1.7 Manage Intellectual Property Administration
4.1.1.8 Manage Patent Administration
4.1.2.1 Research Customer Information
4.1.2.2 Analyse Customer Information
4.1.2.3 Research Technology Information
4.1.2.4 Analyse Technology Information
4.1.2.5 Research Competitor Information
4.1.2.6 Analyse Competitor Information
4.1.2.7 Research Marketing Information
4.1.2.8 Analyse Marketing Information
4.1.2.9 Research Socio-Economic Information
4.1.2.10 Analyse Socio-Economic Information
4.1.2.11 Analyse Regulatory Requirements
4.1.2.12 Report Regulatory Requirements
4.1.2.13 Develop New Service Requirements
4.1.2.14 Report New Service Requirements
4.1.3.1 Assess Market Trends
4.1.3.2 Assess Future Products Needs
4.1.3.3 Assess Technical Capabilities
4.1.3.4 Report Market Trends
4.1.3.5 Report Future Products Needs
4.1.3.6 Report Technical Capabilities
4.1.3.7 Identify Existing Service Performance Shortcomings
4.1.3.8 Identify Existing Service Support Shortcomings
4.1.3.9 Establish Service Goals
4.1.4.1 Assess Community Expectations
4.1.4.2 Assess Internal Process Performance
4.1.4.3 Assess Technology Capabilities
4.1.4.4 Assess Competition
4.1.4.5 Assess Regulatory Requirements
4.1.4.6 Report Community Expectations
4.1.4.7 Report Internal Process Performance
4.1.4.8 Report Technology Capabilities
4.1.4.9 Report Regulatory Requirements
4.1.4.10 Report Competition
4.1.4.11 Collate Findings
4.1.4.12 Identify & Recommend Required Changes
4.1.4.13 Report Recommend Changes
4.1.5.1 Assess New Service Requirements Infrastructure Impacts
4.1.5.2 Assess Modified Service Requirements Infrastructure Impacts
4.1.5.3 Assess New Service Requirements Workforce Impacts
4.1.5.4 Assess Modified Service Requirements Workforce Impacts
4.1.5.5 Assess New Service Requirements Supporting Resource Infrastructure Impacts
4.1.5.6 Assess Modified Service Requirements Supporting Resource Infrastructure Impacts
4.1.5.7 Establish New Service User Functions
4.1.5.8 Establish New Service User Benefits
4.1.5.9 Establish Modified Service User Functions
4.1.5.10 Establish Modified Service User Benefits
4.1.5.11 Identify New Service Capability Introduction Timetable
4.1.5.12 Identify New Service Capability Introduction Logistics
4.1.5.13 Develop Annual Service Plan
4.1.5.14 Deliver Annual Service Plan
4.1.5.15 Develop Multi-year Service Plan
4.1.5.16 Deliver Multi-year Service Plan
4.1.6.1 Identify Requirements Best Sourced Externally
4.1.6.2 Identify Requirements Best Sourced Internally
4.1.6.3 Assess External Availability
4.1.6.4 Recommend External Supplier-Partner
4.1.7.1 Identify Stakeholders
4.1.7.2 Report Proposed Service Strategies
4.1.7.3 Obtain Stakeholder Endorsement for Strategies
4.1.7.4 Obtain Final Stakeholder Sign-off For Strategies
4.1.7.5 Report Agreed Service Strategies
4.2.1.1 Assess Geographical Service Requirements
4.2.1.2 Establish Detailed Performance Requirements
4.2.1.3 Manage Service Infrastructure Capacity Planning
4.2.1.4 Identify Service Capacity Requirements
4.2.1.5 Manage Cross-Company Functions
4.2.1.6 Coordinate Cross-Company Functions
4.2.2.1 Identify Specific Service Capacity Shortfall
4.2.2.2 Identify Imminent Service Capacity Shortfall
4.2.2.3 Identify Specific Service Performance Shortfall
4.2.2.4 Identify Imminent Service Performance Shortfall
4.2.2.5 Identify Specific Service Operational Support Shortfall
4.2.2.6 Identify Imminent Service Operational Support Shortfall
4.2.2.7 Report Service Capability Shortfalls
4.2.3.1 Create Formal Business Case
4.2.3.2 Gain Formal Business Case Approval
4.2.3.3 Report Service Infrastructure Requirements
4.2.3.4 Report Required Resource Infrastructure Capabilities
4.2.3.5 Report Service Delivery Cost Estimates
4.2.3.6 Report Service Support Cost Estimates
4.2.3.7 Report Service Delivery Equipment Costs
4.2.3.8 Report Service Delivery Tools Costs
4.2.3.9 Report Service Delivery Training Costs
4.2.3.10 Collate & Report Total Costs
4.2.4.1 Collate Approved Investment Proposals Requirements
4.2.4.2 Coordinate Approved Investment Proposals Requirements
4.2.4.3 Assess Most Appropriate Service Infrastructure
4.2.4.4 Develop Tactical Design Specifications
4.2.4.5 Develop Solution Architecture
4.2.4.6 Source Necessary Service Infrastructure Components
4.2.4.7 Select Appropriate Service Infrastructure Supplier-Partners
4.2.5.1 Review Service Operational Support Processes
4.2.5.2 Identify Operational Support Groups
4.2.5.3 Identify Required Skill Sets
4.2.5.4 Identify Training Programme Availability
4.2.5.5 Identify Support Requirements
4.2.5.6 Collate Support Requirements
4.2.5.7 Coordinate Support Requirements
4.2.6.1 Develop Detailed Delivery Timetable
4.2.6.2 Develop Detailed Implementation Timetable
4.2.6.3 Develop Detailed Roll-out Timetable
4.2.6.4 Track Expenditure
4.2.6.5 Track Staff Resource Usage
4.2.6.6 Manage Delivery Budget
4.2.6.7 Report Timetables
4.2.6.8 Report Expenditure
4.2.6.9 Report Staff Resource Usage
4.2.6.10 Report Delivery Budget
4.2.7.1 Ensure All Operational Requirements Met
4.2.7.2 Ensure All Performance Requirements Met
4.2.7.3 Ensure All Tools In Place
4.2.7.4 Ensure All Test Equipment In Place
4.2.7.5 Ensure All Operational Procedures In Place
4.2.7.6 Ensure All Support Groups In Place
4.2.7.7 Ensure All Training Requirements Met
4.2.7.8 Report Status
4.2.7.9 Manage Stakeholder Approval
4.2.7.10 Handover to Service Operations
4.3.1.1 Combine Service Requirements With Demographic Information
4.3.1.2 Combine Service Requirements With Customer Information
4.3.1.3 Combine Service Requirements With Technology Information
4.3.1.4 Combine Service Requirements With Marketing Information
4.3.1.5 Assess Combined Information
4.3.1.6 Identify Potential New Service
4.3.1.7 Report Potential New Service
4.3.2.1 Collate Customer Activity Data
4.3.2.2 Collate Operational Activity Data
4.3.2.3 Collate Ad Hoc Data
4.3.2.4 Analyse Service Performance
4.3.2.5 Report Service Performance Analysis Results
4.3.3.1 Identify New Service Requirements
4.3.3.2 Identify Required Resource Components
4.3.3.3 Identify Service Development Costs
4.3.3.4 Identify Service Management Costs
4.3.3.5 Identify Service Operational Costs
4.3.3.6 Identify Anticipated Service Development Benefits
4.3.3.7 Identify Anticipated Service Management Benefits
4.3.3.8 Identify Anticipated Service Operational Benefits
4.3.3.9 Document & Report Costs
4.3.3.10 Document & Report Benefits
4.3.4.1 Develop Required Service Features
4.3.4.2 Document Required Service Features
4.3.4.3 Develop Underpinning Resource Requirements
4.3.4.4 Document Required Underpinning Resource Requirements
4.3.4.5 Develop Specific Operational Requirements
4.3.4.6 Document Specific Operational Requirements
4.3.4.7 Develop Specific Quality Requirements
4.3.4.8 Document Specific Quality Requirements
4.3.4.9 Develop Required Support Activities
4.3.4.10 Document Required Support Activities
4.3.5.1 Identify All Required Operational Processes & Procedures
4.3.5.2 Identify All Required IT Systems Changes
4.3.5.3 Identify All Required Network Changes
4.3.5.4 Identify All Required Channel Changes
4.3.5.5 Identify All Required Operational Procedures
4.3.5.6 Identify All Required Testing Tools & Procedures
4.3.5.7 Develop All Required Operational Processes & Procedures
4.3.5.8 Develop All Required IT Systems Changes
4.3.5.9 Develop All Required Network Changes
4.3.5.10 Develop All Required Channel Changes
4.3.5.11 Develop All Required Operational Procedures
4.3.5.12 Develop All Required Testing Tools & Procedures
4.3.5.13 Produce Required Documentation
4.3.5.14 Produce Required Training Packages
4.3.5.15 Develop Required Service Level Agreements
4.3.5.16 Develop Required Operational Level Agreements
4.3.5.17 Identify Required Supplier-Partner Operational Support
4.3.5.18 Agree Required Supplier-Partner Operational Support
4.3.5.19 Manage Upgrades To Existing Service
4.3.5.20 Manage Enhancements To Existing Service
4.3.6.1 Implement Operational Processes & Procedures
4.3.6.2 Implement IT Systems Changes
4.3.6.3 Implement Network Changes
4.3.6.4 Implement Channel Changes
4.3.6.5 Implement Testing Tools & Procedures
4.3.6.6 Identify Operational Staff
4.3.6.7 Train Operational Staff
4.3.6.8 Implement Agreed Supplier-Partner Operational Support
4.3.6.9 Undertake Acceptance Testing
4.3.6.10 Report Test Results
4.3.7.1 Identify Economically Unviable Service Classes
4.3.7.2 Identify Strategically Unviable Service Classes
4.3.7.3 Identify Impacted Products
4.3.7.4 Identify Impacted Customers
4.3.7.5 Develop Product Specific Exit Strategy
4.3.7.6 Develop Product Specific Migration Strategy
4.3.7.7 Develop Customer Specific Exit Strategy
4.3.7.8 Develop Customer Specific Migration Strategy
4.3.7.9 Develop Service Infrastructure Transition Strategy
4.3.7.10 Develop Service Infrastructure Replacement Strategy
4.3.7.11 Manage Exit Operational Issues
4.3.7.12 Develop Exit Strategy Business Proposal
4.3.7.13 Manage Cross-Company Functions
4.3.7.14 Coordinate Cross-Company Functions
4.2.5.1.1 Review Service Operational Support Process Logic
4.2.5.1.2 Review Service Operational Support Process Inputs & Outputs
4.2.5.1.3 Review Service Operational Support Process Responsibilities
4.2.5.1.4 Review Service Operational Support Process Interfaces
4.2.5.1.5 Review Service Operational Support Process Contact Lists
4.2.5.1.6 Review Service Operational Support Process Escalation Paths
4.2.5.1.7 Review Service Operational Support Process Detail Levels
4.2.5.1.8 Review Service Operational Support Process Supporting Documentation
4.2.5.1.9 Review Service Operational Support Process Ownership