Aperture Science is a famous research and development company that focuses on the application of advanced research in daily lifes of people. The company runs a big research facility in a hidden valley in the United States.
However, due to high demand for their products, they are currently expanding into the harsh marsh lands of Scotland with their subsidiary company TODO Ltd. TODO Ltd has three research divisions, Pudding research, Textile research and Robotics research, and a IT and Data division that will provide the services based mainly on the results of the research divisions work.
All research divisions aim to incorporate high-tech solutions to problems users never knew they had into daily applications. For example image recognition for identifying the type of pudding or intelligent textiles. The newly founded TODO Ltd will take over all the European and British customers from Aperture Science and continue to deliver these users and customers the services that were originally provided by Aperture Science.
The service is provided to the end customer in the form of information technology services. Namely it is in a close integration with an all platform ecosystem providing the end user with and A.I. that uses applications, websites and desktop software. Different services are provided also between the divisions, especially the Data division and the research divisions.
As the mother company is not familiar with the British market but they want to maintain the highest possible standards, they hired your company to help them implement the Information Technology Infrastructure Library (ITIL) concepts. Thus they expect you to help them establish this service as closely adhering to the concepts from ITIL like Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.
The owners provided the following points for their servise strategy. However, you still need to elaborate their points in order to meet the ITIL criteria.
A reliable collection of user data needs the user to regularly use the application and the connected devices. The aim is to make it a habit for the people to daily use the applications and appliances. This leads to the following business requirements:
Secure connection to the company servers and sending regularly data from the users. Data should be sent as soon as possible thus the application should encourage (but not force) permanent connection.
The backend of the system should be universal as possible with frontends for different operating systems. In order to cover as many users as possible there should be an application for iOS, Android and Windows.
The applications should be available for free in order to encourage downloads for basic user groups.
A long term solution that will provide at least a 5 year lifespan for the service. The application should have gamification elements.
Service Design Package for the application
The design documentation will include : -
Produce a Service Level Agreement (SLA) for the service. Your SLA should address:
Technical Support Backup
Metrics including KPIs and targets
The SLA must include details of the level of service that will be provided, any targets for service performance. It should also details of associated processes included incident management, change management and continual service improvement.
The SLA is for the desktop service only and is an internal SLA.
Service Level Agreement
Design a change management process that will ensure that the transition between the origin company and TODO Ltd does not have negative impact on data collection (and if possible customer satisfaction).
Your design should include everything necessary to ensure that the change process is implemented smoothly and effectively. Introducing a process such as Change Management usually requires significant cultural change with an organisation, your service design package should include a discussion of how you would manage the cultural change to minimise any possible negative impact at the point of implementation. You can expect a faculty from a multi-cultural background that will work for TODO Ltd and with different work habits than in the U.S.A.
Service Design Package
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