Design Coordination is an comprehensive discipline, which is also used as escalation instance.
Scope
Design Coordination ensures, that all Service Design aims are achieved. This is realized through a central coordination and controlling instance within all activities and processes of Service Design. Therefore a strict collaboration with project- and program management functions is essential. Also communication to development departments and functions is required, as they are normally a blackbox outside the ITSM processes but within the IT.
Example
Design Coordination ensures that all interests are preserved. If multiple projects require a single ressource, e.g. the Capacity Manager, the ressource must be allocated based on a schedule. In case of issues for one project, this should in influence the big picture and therefore multiple roadmaps. Design Coordination decided how the ressource bottleneck is resolved (e.g. by delaying just the issued projects creation of the Service Design Package (SDP)):
Activities
There are two kind of activities:
- Comprehensive
They are for every service design and the service design discipline itself. - Individual for each Design
They are related to a sepcific activity of Service Design, e.g. the creation of a Service Design Package.
Critical Success Factors
The given items are examples:
- CSF: Accurate and consistent Service Design Packages
- KPI: Reduced amount of re-works
- KPI: Reduced amount of required re-works within following LifeCycle Phases
- CSF: Management of competitive needs for shared ressources
- KPI: Increased statisfaction of project- and change employees in Service Design activities
- KPI: Increased amount of in-time, in-quality and in-budget Service Design phases
- CSF: New or adjusted services fulfill customers expectations
- KPI: Customer statisfaction values for new or adjusted services
- KPI: Amount of services, which are within the agreed Service Level