IMPORTANCE OF IT SERVICE MANAGEMENT USER STORIES
Definition: A consistent approach to Service Management User Stories, which derived from Service Management Requirements, underpins the Customer Experience and allows Service Mangement to deliver seamlessly and knowingly deliver the best experience to all new or changed services.
These user stories form the part of ITIL Design Coordination to develop Service Design Resource and Capabilities to ensure the consistent approach to designing new or changed services across all Service Transition Projects.
These user stories are in support of Projects requiring a new Business service wrap, or a significant change is made to existing Business service.
These user stories based on business and project requirements are captured and agreed at the start of the project life-cycle and will feed into Service Design as well as OSS Design and High-level requirements.
The key aspects of Service Design, which have a significant impact on cost, will be highlighted and fed into Business Case.
Let me explain the key elements of the User Stories
They are
- Project Plan
- Service Delivery Model
- Service Management Resource Plan
- Service Structure
- Service Level Management
- Service Topology
- Service Transactional Flows
- Customer Journeys
- Service Level Agreement
- Operational Level Agreement
- Underpinning Contract
- Service Description
- Support Model
- Compliance
- System Access
- Fault Management
- Service Management Tool Foundation Data
- CMDB & Service Catalogue
- Reporting
- Supplier Selection
- Testing
- Training
- Service Validation Criteria
- Early Life Support
- OSS Delivery Requirements
- Change Mangement Requirements
- Access Control Requirements
- Operational Level 1 Service Desk Requirements
- Business Continuity Requirements
- Problem Management requirements
- Capacity Management Requirements
- Operational Run Book and Local Work Instruction requirements
These requirements depend on organisational vision and strategy. Finally, I will detail each requirement in subsequent blogs. So please keep watching. I will end with this quote.
- Steve Jobs
CONCLUSION
Service Management User Stories are functional requirements that play a vital role and stepping stone for successful service design.
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