Why we created our 6 step service design framework

Part 2: This Service Design Framework post in the second in our six part series on Service Design. Catch up with post 1 here.

Office 365 is Microsoft’s flagship cloud productivity platform, and provides an enterprise-grade suite of services and applications accessible anytime, anywhere. As outlined in the first post of this series on service design and service design framework, it is cloud based and evergreen, which means you get security, dependability and constant improvement. The benefits of Office 365 are clear – it offers significant ROI and allows you to hand responsibility for patching and maintenance over to Microsoft.

However, this doesn’t mean IT teams will be out of a job. Rather, it redefines your relationship with enterprise technology, changes how you manage it and also asks you to reconsider your approach to the kinds of services you use to support and maintain your environment.

Content and Code has developed a six-step service design framework of best practice for moving your IT platform to Office 365. We see moving to Office 365 as a little like the process of constructing a new office building. Just as in the construction of a new building, a large part of our framework focuses on the preparation and groundwork before you even start moving to the platform. If you were constructing a building, you wouldn’t start laying bricks from day one; instead you spend much more time designing, planning and laying the foundations. This same logic applies to moving your organisation to Office 365.

By collaborating with us to design the tailor made service you need, you get peace of mind by following a dependable, safe and tried and tested methodology. Today’s post explores the six steps we include in our service design framework and explains why they are so key for giving you complete peace of mind when moving to Office 365.

1. Service design framework

Our service design framework, designed by our experienced consultants to configure industry standard IT service design to Office 365 upgrades, serves as a basis for how we tailor a solution that fits around your needs.

Service design framework

Using this framework means you get not only the ‘standard’ ITIL processes (represented by grey boxes in the chart above) but also Office 365-specific processes (the coloured boxes in the chart above).

Why do we extend ‘standard’ ITIL?

With Office 365, Microsoft redefined how you deliver IT services. Whereas in the past, the role of service delivery managers was relatively reactive – upgrading as and when new releases come out – Office 365 changes the game. New features and upgrades are rolled out centrally, by Microsoft. As a result, your role becomes much more proactive. We extend standard ITIL so you understand what you’re going to get and can feel more prepared for this shift in emphasis.

2. Service mapping

A key part of delivering any new IT service is to begin by mapping what your existing services look like (as a ‘baseline’), before planning what you would want them to look like. We approach service mapping from two angles, as the following table summarises.

Top downBottom up
Map roles and responsibilities
Administration, monitoring and optimization tasks
Map service relationships and dependencies
Interrelation of different services
Communication systems

Why do we take this two-pronged approach to service mapping?

We carry out service mapping during workshops with IT teams to understand your service requirements. We always complete both top down and bottom up mapping in order to get a ‘360’ view of how the business uses IT. This means we can deliver technology in a way that really aligns with the client’s particular goals and ways of working.

3. Service catalogue

A service catalogue offers you a means to define and build the structure of the services you need to deliver and demonstrate value. Typically a catalogue will have two views – an end-user facing view from which users can browse and select services – and a technical view that documents exactly what is required to deliver each service in the catalogue.

Why do we place so much value on a service catalogue?

By thoroughly preparing your service catalogue, you benefit by having a clearer picture of the business services you will require. With a well-documented catalogue in place, it become much easier to deliver the services themselves, as well as to report on and manage performance, quality and efficiency. Ultimately, this means you provide more consistent experiences to your end-users.

4. Target Operating Model (TOM)

A TOM will help you focus on what you want your platform to look like. It provides a vision for how you want your Office 365 deployment to run and work for you while aligning distinct business units.

Why do we focus so much energy on developing the right TOM?

We help you design and define an operating model where all your departments are aligned to deliver, with a detailed description of the roles and responsibilities of each. This helps you implement the most appropriate model and make the right investments for your organisation’s specific needs.

5. Service Transition

Organisations deliver change in the form of projects. If they fail to address their operational requirements and service management needs, the service implementation effort will be futile. Service Transition ensures that transition of those changes is effective, streamlined and reduces risk in providing necessary support in steady state. Service Transition in the initial stage of support works closely with Service Operation (also known as BAU/AM Teams) to deliver the support effectively once the service goes live.

Why is service transition such a key phase?

If the first four steps in our service design framework are comparable to laying the foundations to a new building, service transition is much like the actual building work. If the foundations have been laid correctly, transition should be smooth and successful. Nevertheless, this needs to be done carefully and skilfully; our approach offers full support throughout. Service transition gives you the confidence that the new service will meet your expectations without negatively affecting other services, while making sure the new service is maintainable and cost-effective.

6. Early Life Support

Once Office 365 has been deployed to your colleagues, it can be tempting to sit back and think “job done”. This would be a major mistake, since success or failure on an IT deployment depends so heavily on its reception during its first few months.

Why is early life support just as important as the rest of the framework?

During the first weeks and months of your move to Office 365, you will receive an up swell of tickets to your service desk from confused and disorientated colleagues. We provide dependable early life support and training, so that you feel much more confident of adoption and engagement.

If the service design framework is like an architect’s blueprint for moving to Office 365, what’s the next practical step? In tomorrow’s post we explore our approach to service mapping – it’s a little like beginning laying the foundations for your Office 356 environment.

By partnering with Content and Code for service design, you get peace of mind thanks to a fully supported, dependable and secure implementation, with our Office 365 enhanced ITIL framework.

Tim Wallis

Tim Wallis

CEO and Founder

Tim is the CEO of Content and Code and founded the company in 2001. As CEO of Content and Code, Tim focuses on corporate strategy, client and partner relationships, and has overall responsibility for driving the growth of the company. Tim founded Content and Code so he could help transform organisations to be more responsive, more competitive and engage their employees to better realise business goals.

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