ITSM - Service Design Standard v1 · PDF fileITSM Service Design Standard 3 1. CONTEXT 1.1. Background This is a technical standard developed through the NSW ICT Procurement and Technical

NSW Government

IT Service Management –

Service Design Standard

V1.0

Policy & Innovation, ICT & Digital Government Division

Department of Finance, Services & Innovation

Level 23, McKell Building

2-24 Rawson Place

SYDNEY NSW 2000

[email protected]

November 2016

ITSM Service Design Standard

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CONTENTS

1. CONTEXT 3

1.1. Background 3

1.2. Purpose 3

1.3. Scope and application 3

1.4. Policy context 3

1.5. The ICT Services Catalogue 4

2. KEY PRINCIPLES 4

3. REQUIREMENTS 5

3.1. ITSM Service Design 5

3.2. Service level and complexity 5

3.3. Requirements tables 5

3.3.1 ITSM Service Design – Use Cases / Scenarios 6

3.4. Elements of this standard 7

3.4.1 ITSM Service Design requirements 7

3.4.2 Service Management requirements 9

DOCUMENT CONTROL 12

APPENDIX A – ABBREVIATIONS AND DEFINITIONS 13

APPENDIX B – REFERENCES 14

APPENDIX C – STANDARDS 15

Developing technical standards 15

Management and implementation 15

APPENDIX D – SAMPLE KEY PERFORMANCE INDICATORS 16


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1. CONTEXT

1.1. Background

This is a technical standard developed through the NSW ICT Procurement and Technical

Standards Working Group. The standard contains technical and functional requirements that

agencies should consider when procuring IT Service Management (ITSM) Service Design

solutions.

By defining the necessary and common elements across agencies the standard provides an

opportunity to leverage the buying power of Government as a whole, improve procurement

efficiency and increase interoperability.

1.2. Purpose

The purpose of this standard is to assist NSW Government agencies to develop, procure and

implement ITSM Service Design solutions and tools, as well as take full advantage of their

benefits. This standard also helps agencies procure in a strategic manner that reflects the NSW

Government’s priorities as outlined in the NSW Government ICT Strategy.

This standard details the issues that need to be considered so each agency can identify the

available options that best suit their business requirements, helping agencies achieve value for

money through cost savings and improved flexibility of service offerings.

1.3. Scope and application

This standard applies to all NSW Government departments, statutory bodies and shared service

providers. It does not apply to state owned corporations, but is recommended for their

adoption.

For the purposes of this standard, ITSM Service Design is defined as:

The design of new or changed services for introduction into the live environment.

This standard sets out service definitions as minimum requirements that vendors must meet to

be able to offer their services through the NSW ICT Services Catalogue. Agencies should

consider any specific operational or regulatory factors that impact their requirements, and

specific requirements they have in addition to those detailed in this standard.

1.4. Policy context

The NSW Government ICT Strategy and Digital + 2016 Final Update set out the Government’s

plan to: build capability across the NSW public sector to deliver better, more customer-focused

services that are available anywhere, anytime; and to derive increased value from the

Government’s annual investment in ICT.

Developing whole of NSW Government ICT technical standards is a key initiative of the NSW

Government ICT Strategy, driven by the ICT Procurement and Technical Standards Working

Group. These standards leverage principles defined in the NSW Government ICT Strategy and

the NSW Government Cloud Policy, and they support the NSW ICT Services Catalogue.

The standards set out service definitions as minimum requirements that vendors must meet to

be able to offer their services through the NSW Services Catalogue. This helps achieve

consistency across service offerings, emphasising a move to as-a-service sourcing strategies in

line with the NSW Government ICT Strategy, and it signals government procurement priorities

to industry.


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Solutions should also assist agencies in their alignment with the NSW Government Enterprise

Architecture (NSW GEA), which encompasses all aspects of enterprise architecture activity at

the business, information, application and technology infrastructure layers. The NSW GEA is

about providing direction and practical guidance to accelerate the development of agency EA

capability and enabling a common, intra and inter agency approach to the design of digital

government.

This standard should be applied along with existing NSW Government policies and guidance,

including the NSW Digital Information Security Policy. More information on the process for the

development of standards that populate the ICT Services Catalogue is at Appendix C –

Standards.

1.5. The ICT Services Catalogue

This catalogue provides suppliers with a showcase for their products and services, and an

opportunity to outline how their offerings meet or exceed standard government requirements.

The standards, together with supplier service offerings, help to reduce red tape and duplication

of effort by allowing suppliers to submit service details only once against the standards. The

offerings are then available to all potential buyers, simplifying procurement processes for

government agencies.

Implementing this category management approach will embed common approaches,

technologies and systems to maintain currency, improve interoperability and provide better

value ICT investment across NSW Government.

2. KEY PRINCIPLES

This standard is informed by the following principles:

• End-to-end digital: Service Design solutions should enable end-to-end digital business processes

and management.

• Control technical diversity: Service Design solutions should help control technical diversity to

minimise costs associated with maintaining expertise in and connectivity between multiple

processing environments.

• Data security: Meet any applicable requirements of the NSW Digital Information Security Policy

and ISO 27001.

• Technology currency: Solutions should be designed to maintain technology currency for key

systems, and to maintain a pace that aligns with business context and risk profile.

• Facilitating as a service: Service Design solutions should facilitate the agency transition to as a

service, and ensure agency alignment with broader NSW ICT Strategy.

• Interoperability: Service Design solutions should meet applicable recognised open standards

across the elements of compute, storage, network, and pre-production and testing.

• Business continuity: Service Design solutions should meet business continuity requirements,

particularly with transition in and out (see the NSW Digital Information Security Policy and ISO

27031-2011 for more guidance).


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3. REQUIREMENTS

3.1. ITSM Service Design

When considering any aspect of ITSM Service Design (as defined in this standard) an agency must

consider the Service Management aspects of the service(s) on offer.

The following ITSM Frameworks can be considered when assessing requirements for ITSM Service

Design:

• ITIL

• IT4IT

• ISO/IEC 20000

• Business Process Framework (eTOM)

• COBIT

• FitSM

• Microsoft Operations Framework (MOF)

3.2. Service level and complexity

The following requirements use case tables are separated into three service levels – silver, gold and

platinum, reflecting the complexity of the ITSM Service Design solution required:

Silver: Offerings that conform to a minimum number of processes of an identified ITSM methodology.

Gold: Offerings that conform to an identified ITSM framework and updated by the solution provider to

reflect changes to the nominated ITSM methodology.

Platinum: Offerings that conform with the NSW Government Standard Business Processes. Solutions to

this level must be able to adapt and change at no extra cost to agencies to the evolving requirements

defined.

3.3. Requirements tables

The following tables set out the recommended business and technical requirements for NSW

Government. They provide a consistent approach for all NSW Government agencies regardless of their

size.

Key to table requirements:

� Required

� Optional, but beneficial

Explanations for each element of the following use cases are provided at section 3.4.


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3.3.1 ITSM Service Design – Use Cases / Scenarios

‘Use cases’ for ITSM Service Design that are anticipated in agencies are included in the table below. The corresponding requirement sections of this standard are ticked in

the columns.

Use Case / Scenario

ITSM Service Operations

ITSM Service Design Service Management

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Gold � � � � � � � � - � � � � � � �

Platinum � � � � � � � � � � � � � � � �


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3.4. Elements of this standard

3.4.1 ITSM Service Design requirements

Generic considerations for ITSM Service Design may include the provision of the following

components. Solutions that should address the overarching Service Design element are included in

the service requirements below:

Generic Service Design Requirements Silver Gold Platinum

Management of service lifecycle stages � � � SLA/OLA contractual and supplier measurement

reporting and management � � �

Consolidated views across all processes, systems,

technologies and groups � � �

A configuration management system (CMS) � � �

A service knowledge management system (SKMS) � � � Full integration of services across service

provider(s) - � �

Central service design authority - � �

(a) Design Coordination

Providing and maintaining a single point of coordination and control for all activities and processes

within the design stage of the service lifecycle. Solutions that should address the Design

Coordination element are included in the service requirements below:

Design Coordination Requirements Silver Gold Platinum

Integration with other ITSM processes � � �

Service Design Packaging - � �

Standardised design framework - � �

(b) Service Catalogue Management

Provide and maintain and single source of consistent information on all operational services and

those being prepared to run operationally, whilst ensuring it is accessible to authorised users.

Solutions that should address the Service Catalogue Management element are included in the

service requirements below:

Service Catalogue Requirements Silver Gold Platinum

Configuration Management System (CMS)

Integration � � �

Pre-packaged Standard Catalogue � � �

ERP Integration � � �

Service Lifecycle management and support - � �

Business agreement management - � �

Design Service Content Framework - � �


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(c) Service Level Management

To ensure that all current and planned IT services are delivered to agreed achievable targets.

Solutions that should address the Service Level Management element are included in the service

requirements below:

Service Level Management Requirements Silver Gold Platinum

Service and SLA Reporting � � � Measuring and monitoring

SLAs/OLAs/underpinning contracts � � �

Integration with other ITSM processes � � �

Service Performance Dashboard - � �

SLA frameworks - � �

Customer Satisfaction survey management - � �

(d) Risk Management

Solutions that should address the Risk Management element are included in the service

requirements below:

Risk Management Requirements Silver Gold Platinum

Risk Management Framework � � �

Risk management templates - � �

(e) Capacity Management

Ensure the capacity of IT services and IT infrastructure meets the agreed capacity and

performance-related requirements in a cost-effective and timely manner. Solutions that should

address the Capacity Management element are included in the service requirements below:

Capacity Management Requirements Silver Gold Platinum

Capacity Management Monitoring and Measuring � � �

Capacity Management Reporting � � �

Capacity Management Trend analysis/Forecasting - � �

Integration with other ITSM processes - � �

(f) Availability Management

Ensure that the level of availability delivered in all IT services meets agreed availability needs

and/or service level targets in a cost-effective and timely manner. Solutions that should address

the Availability Management element are included in the service requirements below:

Availability Management Requirements Silver Gold Platinum

Availability Management Monitoring � � �

Availability Management Reporting � � �

CMS Integration - � �

Integration with other ITSM processes - � �


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Supplier Serviceability assessment - � �

(g) IT Service Continuity Management

To support the overall business continuity management (BCM) process by ensuring that, high

impact risks that could seriously affect IT services are managed, and the IT service provider can

always provide minimum agreed business continuity-related service levels. Solutions that should

address the IT Service Continuity Management element are included in the service requirements

below:

IT Service Continuity Management Requirements Silver Gold Platinum

Recovery capabilities to support continuity plans � � �

Integration across other ITSM processes - � �

Business Continuity Testing - � �

Crisis Management - � �

(h) Information Security Management

To align IT security with business security, ensuring confidentiality, integrity and availability of

organisational assets, information, data and IT Services always matches the agreed business

needs. Solutions that should address the Information Security Management element are included

in the service requirements below:

Information Security Management Requirements Silver Gold Platinum

Information Security Controls, Monitoring and

Measuring � � �

Information Security Reporting � � �

Legislative Compliance � � �

Access Control � � �

Security management information systems � � �

Integration across other ITSM processes - � �

IT Security Framework - � �

3.4.2 Service Management requirements

(i) Compliance with NSW Government Standard Business Process

Solutions that wish to comply with this element (for Platinum services) must accept full and

ongoing compliance with the current version(s) of the NSW Government Standard Business

Processes. To be endorsed against this element, suppliers must meet the following requirements:

Compliance with NSW Government Standard Business

Processes Silver Gold Platinum

The supplier’s solution meet all requirements in the

appropriate standard(s), related materials and process

artefacts as defined within the NSW Government Standard

Government Processes

- - �

Sign a legal contract under the ProcureIT framework related to

the appropriate standard(s) - - �


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Pay for cost of on-going (annual) certification against the

relevant standard(s) - - �

(j) Self-service administration

The ability to automatically provision and de-provision for all agency resources within the system,

together with other appropriate administration and management tasks that can be delegated

from the service provider that do not impinge on the solution being provided to other customers.

(k) Full-service administration

All provisioning, de-provisioning, together with all other administration and management tasks

required to operate the environment, are provided as part of the service offering. The only

exception will be service management of the provider which remains the sole responsibility of the

initiating agency.

(l) Cloud compliant hosting facility

All relevant cloud services for the solution may be provisioned from a compliant hosting facility. A

compliant hosting is defined as having the following attributes and/or capabilities:

• The location of the hosting facility must be identified either by name and/or location (city

and country) in any response.

• The hosting location cannot be changed without first informing the agency concerned.

• The service provider undertakes, maintains and provides access to SSAE 16 Service

Organization Control (SOC) Type II reports (or equivalent) for the services and facilities in

scope for the engagement.

• The hosting facility must comply with minimum Tier 3, as defined by the Uptime Institute,

ANSI TIA-942, or an equivalent industry standard.

• The hosting facility must be certified against ISO 27001; compliance with the following

international standards is desirable:

o ISO 9001

o ISO 27002

o ISO 20000-1:2011

o ISO 14001

Other desirable certifications may include, but are not limited to:

o PCI-DSS v3.0 or later

o Australian Signals Directorate

o ASIO-T4

o Uptime Institute

o CSA

Also consider contractual obligations relating to the service provider allowing security assessments

and treatment of outcomes as agreed with the client.

If the hosting facilities changes to a location that is deemed unacceptable either to NSW

Government or to the agency and/or loses attributes and/or capabilities identified above, the

agency may need to consider termination of services.

(m) NSW Government Data Centre


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All relevant services for the solution may be provisioned from one or both NSW Government Data

Centre(s) (GovDC). Depending on the service offering and agency requirements, it may be possible

to ‘burst’ some elements of services to other location(s), subject to agreement with the

commissioning agency.

Burst data centres must be deemed ‘compliant’. If the ‘burst’ data centre facilities change to a

location that is deemed unacceptable either to NSW Government or to the agency, the agency

may need to re-examine the ‘burst’ service or the full service.

(n) Onshore/offshore management

All solution providers must be able to articulate where their services will be provided from,

including any remote support services.

For example, with a ‘follow the sun’ support model:

• the locations of each of their support sites around the globe need to be identified

• any changes to these need to be communicated to the customer agency promptly

• if this causes issues, the agency has the right to cancel the service with appropriate

notification.

(o) Service level management

Agencies will retain ultimate responsibility for service level management in any solutions

engagement which would ordinarily be covered by a Service Level Agreement (SLA). Agencies,

service-brokers and solution providers need to agree all SLA reporting and other related activities

as part of any transition-in process.

(p) Multi-service broker provision

Any solution provider must work within the confines of a multi-service provider environment

where either the agency or nominated provider will perform broker service provision. This will be

defined as one provider being made accountable for the provision of all associated services,

whether these are provided by the provider itself, or other third-party providers.


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DOCUMENT CONTROL

Document history

Status: Draft

Version: 1.0

Approved by:

Approved on: ?? 2016

Issued by: Policy and Innovation, ICT & Digital Government Division, Department of Finance, Services &

Innovation (DFSI)

Contact: Policy and Innovation, ICT & Digital Government Division, Department of Finance, Services &

Innovation (DFSI)

Email: [email protected]

Telephone: (02) 9372 7445

Review

This standard will be reviewed as required.


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APPENDIX A – ABBREVIATIONS AND DEFINITIONS

AIIA Australian Information Industry Association

ASD Australian Security Directorate

ASIO Australian Secret Intelligence Organisation

CSA Canadian Standards Association

GovDC Government Data Centre

ICT Information & Communication Technology

ISO/TC International Organization for Standardization / Technical Committee

IT Information Technology

MAM Mobile Application Management

MDM Mobile Device Management

OS Operating System

PCI-DSS Payment Card Industry – Data Security Standard

PTS Procurement & Technical Standards

RTCE Real Time Collaborative Editing

SLA Service Level Agreement

Term Definition


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APPENDIX B – REFERENCES Agencies should have regard to the following statutes, NSW Government policies and standards:

• AS/NZS ISO 31000 Risk management – Principles and guidelines

• Electronic Transactions Act 2000

• Government Information (Public Access) Act 2009

• Health Records and Information Privacy Act 2002

• ISO 27031-2011 Information technology – Security techniques – Guidelines for information and

communication technology readiness for business continuity

• ISO 27001 Information technology – Security techniques – Information security management systems

– Requirements

• ISO 24762 – IT Security Techniques – Guidelines for ICT Disaster Recovery Services

• NIST Definition of Cloud Computing SP800-145

• NSW Government Digital Information Security Policy

• NSW Government Open Data Policy

• NSW Government Cloud Policy

• NSW Government Standard for Data Quality Reporting

• NSW Government ICT Strategy

• NSW Government Digital + 2015 Final Update

• NSW Government Information Classification, Labelling and Handling Guidelines

• NSW Procurement: Small and Medium Enterprises Policy Framework

• Privacy and Personal Information Protection Act 1998

• Public Finance and Audit Act 1983

• Public Interest Disclosures Act 1994

• State Records Act 1998

• TPP 09-05 - Internal Audit and Risk Management Policy for the NSW Public Sector


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APPENDIX C – STANDARDS

Developing technical standards

Development of a standard begins with identifying the need for a new standard, which is followed by the

development of the standard in consultation with the industry and experts groups, including the Australian

Information Industry Association (AIIA).

The following diagram outlines the process.

The ICT Procurement and Technical Standards Working Group (PTS Working Group) is chaired by the

Department of Finance, Services & Innovation and includes senior representation from across NSW

Government.

Agencies engage with the PTS Working Group concerning services for inclusion in the ICT Services

Catalogue. This drives the development of technical standards, where none exist. The PTS Working Group

has the leading role in reviewing and endorsing the technical standards developed in response to agencies’

requirements.

The PTS Working Group is supported by two sub-groups responsible for the areas of Telecommunications

and Services and Solutions. The sub-groups are responsible for initial development and review of standards

relating to their areas of responsibility.

Management and implementation

There is scope to modify standards through the NSW Government ICT governance arrangements as

necessary. Standards are designed to add value, augment and be complementary to, other guidance, and

they are continually improved and updated.

This standard does not affect or override the responsibilities of an agency or any employee regarding the

management and disposal of information, data, and assets. Standards in ICT procurement must also

address business requirements for service delivery.

NSW Procurement facilitates the implementation of the standards by applying them to the goods and

services made available through the ICT Services Catalogue.

Need for new or amended standard

identified

Standard developed (Industry/agencies

consulted)

Standard approved and released by PTS

Working Group

Market engagement for services which meet the standard

Services added to Catalogue

Business requirements change


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APPENDIX D – SAMPLE KEY PERFORMANCE INDICATORS Key Performance Indicator (KPI) Definition

Service Level Management

Services covered by SLAs # services covered by SLAs

Services covered by OLAs/ UCs # services where SLAs are backed up by corresponding OLAs/ UCs

Monitored SLAs # monitored services/ SLAs, where weak-spots and counter-measures

are reported

SLAs under review # services/ SLAs which are regularly reviewed

Fulfilment of service levels # services/ SLAs where the agreed service levels are fulfilled

# service issues # issues in the service provision, identified and addressed in an

improvement plan

Capacity Management

Incidents due to capacity

shortages

# incidents occurring because of insufficient service or component

capacity

Exactness of capacity forecast Deviation of predicted capacity development from actuals

Capacity adjustments # adjustments to service and component capacities due to changing

demand

Unplanned capacity adjustments # unplanned increases to service/component capacity due to capacity

bottlenecks

Resolution time of capacity

shortage Resolution time for identified capacity bottlenecks

Capacity reserves % capacity reserves at times of normal and maximum demand

% capacity monitoring % services and infrastructure components under capacity monitoring

Availability Management

service availability Availability of IT Services relative to agreed SLAs/OLAs

# service interruptions # service interruptions

Duration of service interruptions Average duration of service interruptions

Availability monitoring % services and infrastructure components under availability monitoring

Availability measures # implemented measures with the objective of increasing availability

IT Service Continuity

Management

Business processes with

continuity agreements % business processes covered by explicit service continuity targets

Gaps in disaster preparation # identified gaps in preparation for disaster events (major threats

without any defined counter measures)

Implementation duration Duration from the identification of disaster-related risk –

implementation of suitable continuity mechanism

# disaster practices # disaster practices actually carried out

# identified shortcomings during

disaster practices

# identified shortcomings in preparation for disaster events identified

during practices


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Key Performance Indicator (KPI) Definition

Information Security

Management

# implemented preventive

measures

# preventive security measures implemented in response to identified

security threats

Implementation duration Duration from identification of security threat to implementation of

suitable counter measure

# major security incidents # identified security incidents, classified by severity category

# security-related service

downtimes # security incidents causing service interruption/reduced availability

# security tests # security tests and trainings carried out

# identified shortcomings during

security tests # identified shortcomings in security mechanisms identified during tests

Supplier Management

# agreed UCs % contracts underpinned

# contract reviews # conducted contract and supplier reviews

# identified contract breaches # contractual obligations not fulfilled by suppliers (identified during

contract reviews)

Documents

ITSM - Service Design Standard v1 · PDF fileITSM Service Design Standard 3 1. CONTEXT 1.1. Background This is a technical standard developed through the NSW ICT Procurement and Technical