Summary

Confirm the readiness of the service system to enable the delivery of services.

Description

Ensure that the appropriate service system components (e.g., tools, consumables, people, processes, procedures) are ready for service system operations. Service systems can require that consumables be acquired to enable consistent service delivery. Confirming the ongoing readiness for service delivery is not a one-time practice. These activities should be performed repeatedly as needed by the overall service delivery approach, even when the service system is not changing.

Refer to the Service System Transition (SST) (CMMI-SVC) process area for more information about deploying new or significantly changed service system components while managing their effect on ongoing service delivery.


Example Work Products



  1. Monitoring tool thresholds validation report
  2. Operating procedures validation report
  3. Consumables (e.g., paper media, magnetic media) validation report
  4. Logs of consumable acquisition and use
  5. Service delivery logs and receipts
  6. Results from demonstrated service system operation


Subpractices



1. Confirm that the appropriate service system’s components and tools are operational.

 

Examples of service system tools include the following:
  • Monitoring tools
  • System management tools
  • Tracking systems
  • Presentation tools
  • Log files
  • Analysis tools
  • Online knowledge management tools
  • Virus scanning tools
  • Database management tools



2. Evaluate the results of confirming service system component readiness and determine what corrective action is needed.

Depending on the situation, any deficiencies or issues that are uncovered should be treated as service incidents.

Refer to theIncident Resolution and Prevention (IRP) (CMMI-SVC) process area for more information about identifying, controlling, and addressing incidents.



3. Review the service level requirements in the service agreements and ensure that proper thresholds are set in service system monitoring tools.

4. Develop, review, or refine service delivery procedures.

Detailed processes, standard operating procedures, or work instructions can be created during service system development but they should be reviewed regularly, tailored, and possibly supplemented to meet ongoing service delivery needs.

 

SSD Addition
Refer to the Service System Development (SSD) (CMMI-SVC) process area for more information about developing service systems.



5. Ensure that necessary resources are available for performing service delivery activities and tasks.

Service delivery activities and tasks can include the following: operating, monitoring, and repairing service system components; supporting users of the service system; and acquiring and replacing service system components.



6. Prepare and update detailed job execution and monitoring schedules for delivering services as requested.

7. Provide orientation to incoming service delivery and support staff on current service delivery operations during staff member changes.

Whenever there is a change of staff involved in service delivery (e.g., a staff rotation at a shift change), incoming staff are oriented on the current state of operations to ensure that ongoing service delivery is not interrupted.



8. Ensure that any necessary consumables are available for service delivery.

Procedures are documented for replenishing consumables and replacing or upgrading infrastructure components. As necessary, acquire and inspect service system consumables according to documented procedures.