7.2.1.5. Service Development
The Service Development process focuses on the developing the services, and aligning service development methodologies for an organization. This function requires speed and agility to respond quickly to changing business needs. This function also manages and controls the overall service development environment, platforms, and tools used in the overall service development process.
Key focus areas:
Agility and rapid response.
Definition of service development methodology (In general,
Agile development is recommended).
Integration and alignment with other Operational process areas:
o Performance SLAs (application response time, bandwidth including burst, time to respond, time to resolution).
o Availability SLAs (uptime, backup, restore, data retention).
o Continuity SLAs (RPO, RTO).
o Scalability.
o Manageability (user account management, supportability).
o Security (application/data access, management/control access, user accounts, authentication/authorization).
o Compliance (regulatory compliance, logging, auditing, data retention, reporting).
Alignment with the Service Showback and
Metering Management process for service costing, pricing, metering, and billing.
Development of Service Controls:
o Continual service reporting, service quality analysis, and trending.
o Automated remediation scripts and integration workflows.