Question

Select a successful ITIL service. Write a paragraph explaining five major aspects of its design using the acronym STAMP (see below). (S)ervices solutions (T)ools and systems for management information (A)rchitectures (M)easurement systems (P)rocesses Write a second paragraph for your service level management covering purpose, objectives, and scope. Include in the paragraph three (3) high level service level requirements focusing on their “Utility” functionality requirement (the “what”). Write a third paragraph describing how you would go about building and structuring a service level agreement. Write a final paragraph describing how you would monitor and improve the service delivery.

Answer 1

Solution: ITIL refers to the Information Technology Infrastructure Library that is actually concerned with improving the standards of the information technology management services and their delivery. Its major aspects mainly include:

1. Services that are going to be delivered through the design and development of a product.
2. Tools that are required to develop the software system.
3. Architecture or the design patterns that are employed while developing the software.
4. Different processes that are essential for the development of the product or services on time.
5. Metrics that determine the performance of these business processes and operations to develop a product.

The most important thing that any ITIL has to ensure that the services are provided to the client on time that too within the certain standards of the software application. Therefore, more emphasis is given to integrating different functionalities within the software application so that they can be utilized by the user effectively.

A service level agreement is one of the core components of a software development lifecycle process as it is a mutual agreement between the client as well as the vendor that acknowledges the capability of the development team, demands of the client as well as the performance and productivity of the development team. Some of the things that have to be taken care of while structuring a service level agreement are:

1. Both the vendor as well as the client must acknowledge as well as analyze the constraints that are there for the development of the application.
2. They must come on an agreement regarding the availability of the budget.
3. This also includes setting up the performance metrics as well as the performance as well as the availability standards for the development team.

The processes can be monitored and assessed using the standards and the metrics that are laid down during the formation of the service level agreement between the client and the vendor. Now, in order to monitor the progress and the performance of the team, the client and vendor with mutual agreement can actually organize a performance assessment or the monitoring team whose job is to look after all the processes and if the standards are meant in prduction or not.

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