5. Planning and Implementing New or Changed Services
Objective: To ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality. Consider in proposals for new or changed services, the cost, organizational, technical, and commercial impact that could result from service delivery and management. Plan and approve, through formal change management, the implementation of new or changed services, including the closure of a service. Include adequate funding and resources to make the changes needed for service delivery and management. The plans must include:
Roles and responsibilities for implementing, operating, and maintaining the new or changed service, including activities performed by customers and suppliers
Changes to the existing service management framework and services
Communication to the relevant parties
New or changed contracts and agreements to align with the changes in business need
Manpower and recruitment requirements
Skills and training requirements, e.g., users, technical support
Processes, measures, methods, and tools to be used in connection with the new or changed service, e.g., capacity management and financial management
Budgets and time-scales
Service acceptance criteria, and
Expected outcomes from operating the new service expressed in measurable terms