ITSM - Service Transition Standard v1 · ITSM Service Transition Standard 3 1. CONTEXT 1.1....
Transcript of ITSM - Service Transition Standard v1 · ITSM Service Transition Standard 3 1. CONTEXT 1.1....
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November 2016
NSW Government
IT Service Management –
Service Transition Standard
V1.0
Policy & Innovation, ICT & Digital Government Division
Department of Finance, Services & Innovation
Level 23, McKell Building
2-24 Rawson Place
SYDNEY NSW 2000
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CONTENTS
1. CONTEXT 3
1.1. Background 3
1.2. Purpose 3
1.3. Scope and application 3
1.4. Policy context 3
1.5. The ICT Services Catalogue 4
2. KEY PRINCIPLES 4
3. REQUIREMENTS 5
3.1. ITSM Service Transition 5
3.2. Service level and complexity 5
3.3. Requirements tables 5
3.3.1 ITSM Service Transition – Use Cases / Scenarios 6
3.4. Elements of this standard 7
3.4.1 ITSM Service Transition requirements 7
4.4.1 Service Management requirements 10
DOCUMENT CONTROL 12
APPENDIX A – ABBREVIATIONS AND DEFINITIONS 13
APPENDIX B – REFERENCES 14
APPENDIX C – STANDARDS 15
Developing technical standards 15
Management and implementation 15
APPENDIX D – Sample Key Performance Indicators 16
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1. CONTEXT
1.1. Background
This is a technical standard developed through the NSW ICT Procurement and Technical
Standards Working Group. The standard contains technical and functional requirements that
agencies should consider when procuring IT Service Management (ITSM) Service Transition
solutions.
By defining the necessary and common elements across agencies the standard provides an
opportunity to leverage the buying power of Government as a whole, improve procurement
efficiency and increase interoperability.
1.2. Purpose
The purpose of this standard is to assist NSW Government agencies to develop, procure and
implement ITSM Service Transition solutions and tools, as well as take full advantage of their
benefits. This standard also helps agencies procure in a strategic manner that reflects the NSW
Government’s priorities as outlined in the NSW Government ICT Strategy.
This standard details the issues that need to be considered so each agency can identify the
available options that best suit their business requirements, helping agencies achieve value for
money through cost savings and improved flexibility of service offerings.
1.3. Scope and application
This standard applies to all NSW Government departments, statutory bodies and shared service
providers. It does not apply to state owned corporations, but is recommended for their
adoption.
For the purposes of this standard, ITSM Service Transition is defined as:
To ensure new, modified or retired services meet expectations of the business as
documented in the service strategy and service design stages of the lifecycle.
This standard sets out service definitions as minimum requirements that vendors must meet to
be able to offer their services through the NSW ICT Services Catalogue. Agencies should
consider any specific operational or regulatory factors that impact their requirements, and
specific requirements they have in addition to those detailed in this standard.
1.4. Policy context
The NSW Government ICT Strategy and Digital + 2016 Final Update set out the Government’s
plan to: build capability across the NSW public sector to deliver better, more customer-focused
services that are available anywhere, anytime; and to derive increased value from the
Government’s annual investment in ICT.
Developing whole of NSW Government ICT technical standards is a key initiative of the NSW
Government ICT Strategy, driven by the ICT Procurement and Technical Standards Working
Group. These standards leverage principles defined in the NSW Government ICT Strategy and
the NSW Government Cloud Policy, and they support the NSW ICT Services Catalogue.
The standards set out service definitions as minimum requirements that vendors must meet to
be able to offer their services through the NSW Services Catalogue. This helps achieve
consistency across service offerings, emphasising a move to as-a-service sourcing strategies in
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line with the NSW Government ICT Strategy, and it signals government procurement priorities
to industry.
Solutions should also assist agencies in their alignment with the NSW Government Enterprise
Architecture (NSW GEA), which encompasses all aspects of enterprise architecture activity at
the business, information, application and technology infrastructure layers. The NSW GEA is
about providing direction and practical guidance to accelerate the development of agency EA
capability and enabling a common, intra and inter agency approach to the design of digital
government.
This standard should be applied along with existing NSW Government policies and guidance,
including the NSW Digital Information Security Policy. More information on the process for the
development of standards that populate the ICT Services Catalogue is at Appendix C –
Standards.
1.5. The ICT Services Catalogue
This catalogue provides suppliers with a showcase for their products and services, and an
opportunity to outline how their offerings meet or exceed standard government requirements.
The standards, together with supplier service offerings, help to reduce red tape and duplication
of effort by allowing suppliers to submit service details only once against the standards. The
offerings are then available to all potential buyers, simplifying procurement processes for
government agencies.
Implementing this category management approach will embed common approaches,
technologies and systems to maintain currency, improve interoperability and provide better
value ICT investment across NSW Government.
2. KEY PRINCIPLES
This standard is informed by the following principles:
• End-to-end digital: Service Transition solutions should enable end-to-end digital business processes
and management.
• Control technical diversity: Service Transition solutions should help control technical diversity to
minimise costs associated with maintaining expertise in and connectivity between multiple
processing environments.
• Data security: Meet any applicable requirements of the NSW Digital Information Security Policy
and ISO 27001.
• Technology currency: Solutions should be designed to maintain technology currency for key
systems, and to maintain a pace that aligns with business context and risk profile.
• Facilitating as a service: Service Transition solutions should facilitate the agency transition to as a
service, and ensure agency alignment with broader NSW ICT Strategy.
• Interoperability: Service Transition solutions should meet applicable recognised open standards
across the elements of compute, storage, network, and pre-production and testing.
• Business continuity: Service Transition solutions should meet business continuity requirements,
particularly with transition in and out (see the NSW Digital Information Security Policy and ISO
27031-2011 for more guidance).
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3. REQUIREMENTS
3.1. ITSM Service Transition
When considering any aspect of Platform as a Service (as defined in this standard) an agency must
consider the Service Management aspects of the service(s) on offer.
The following ITSM Frameworks can be considered when assessing requirements for ITSM Service
Transition:
• ITIL
• IT for IT
• ISO/IEC 20000
• Business Process Framework (eTOM)
• COBIT
• FitSM
• Dev Ops
• Microsoft Operations Framework (MOF)
3.2. Service level and complexity
The following requirements use case tables are separated into three service levels – silver, gold and
platinum, reflecting the complexity of the ITSM Service Transition solution required:
Silver: Offerings that conform to a minimum number of processes of an identified ITSM methodology.
Gold: Offerings that conform to an identified ITSM framework and updated by the solution provider to
reflect changes to the nominated ITSM methodology.
Platinum: Offerings that conform with the NSW Government Corporate Shared Services (CSS)
Processes. Solutions to this level must be able to adapt and change at no extra cost to agencies to the
evolving requirements defined.
3.3. Requirements tables
The following tables set out the recommended business and technical requirements for NSW
Government. They provide a consistent approach for all NSW Government agencies regardless of their
size.
Key to table requirements:
� Required
� Optional, but beneficial
Explanations for each element of the following use cases are provided at section 3.4.
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3.3.1 ITSM Service Transition – Use Cases / Scenarios
‘Use cases’ for ITSM Service Transition that are anticipated in agencies are included in the table below. The corresponding requirement sections of this standard are ticked in
the columns.
Use Case / Scenario
ITSM Service Transition
ITSM Service Transition Service Management
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Silver � � � � � � � - � � � � � � �
Gold � � � � � � � - � � � � � � �
Platinum � � � � � � � � � � � � � � �
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3.4. Elements of this standard
3.4.1 ITSM Service Transition requirements
4 Generic considerations for ITSM Service Transition may include the provision of the following
components. Solutions that should address the overarching Service Transition element are included in
the service requirements below:
Generic Service Transition Requirements Silver Gold Platinum
Enterprise frameworks with integration
capabilities � � �
Workflow management � � �
Collaboration tools - � �
Integration across all other ITSM processes � � �
Policy development - � �
Data mining tools - � �
Measurement and Reporting � � �
Discovery and Audit tools - � �
(a) Project Management (Transition Planning and Support)
To provide overall planning for service transitions and coordinate the resources they require.
Solutions that should address the Project Management (Transition Planning and Support) element
are included in the service requirements below:
Project Management (Transition Planning and
Support) Requirements Silver Gold Platinum
Integration across all ITSM processes � � �
Performance Monitoring and Reporting � � �
Stakeholder management - � �
(b) Change Management
To control the lifecycle of all changes, enabling beneficial changes to be made with minimum
disruption to IT services. Solutions that should address the Change Management element are
included in the service requirements below:
Change Management Requirements Silver Gold Platinum
Integration across all ITSM processes � � �
Change Control and Reporting � � �
Risk management framework - � �
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(c) Service Asset and Configuration Management
To ensure that the assets required to deliver services are properly controlled, and that accurate and
reliable information about those assets is available when and where it is needed. Solutions that
should address the Service Asset and Configuration Management element are included in the
service requirements below:
Service Asset and Configuration Management
Requirements Silver Gold Platinum
Service Asset and Configuration Reporting � � �
Integration with other ITSM processes � � �
IT Service and Asset Audit Control � � �
IT Service and Asset Management - � �
(d) Release and Deployment Management
To plan, schedule and control the build, test and deployment of releases, and deliver new
functionality required by the business while protecting the integrity of existing services. Solutions
that should address the Release and Deployment Management element are included in the service
requirements below:
Release and Deployment Requirements Silver Gold Platinum
Audit Control � � �
Integration with other ITSM processes � � �
Release and Deployment Reporting � � �
Architecture Release design packaging - � �
Early Life Support - � �
(e) Service Validation and Testing
To ensure that a new or changed IT service matches its design specification and will meet the needs
of the business. Solutions that should address the Service Validation and Testing element are
included in the service requirements below:
Service Validation and Testing Requirements Silver Gold Platinum
Validation and Test management � � �
Service Quality and Assurance � � �
Integration with other ITSM processes � � �
Measurements and Monitoring � � �
Validation and Testing Reporting - � �
(f) Change Evaluation
To provide a consistent and standardised means of determining the performance of a service
change in the context of likely impacts on business outcomes, and on existing and proposed
services and IT infrastructure. Solutions that should address the Change Evaluation element are
included in the service requirements below:
Change Evaluation Requirements Silver Gold Platinum
Change Evaluation governance � � �
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Integration with other ITSM processes � � �
Service change performance# - � �
Service change reporting - � �
# The term ‘performance’ is used in change evaluation to mean the utilities and warranties of the
service, which provide the ability of the service to contribute to the performance of the customer’s
assets.
(g) Knowledge Management
To share perspectives, ideas, experience and information, ensuring these are available in the right
place at the right time to enable informed decisions, and to improve efficiency by reducing the
need to rediscover knowledge. Solutions that should address the Knowledge Management element
are included in the service requirements below:
Knowledge Management Requirements Silver Gold Platinum
Service Knowledge Management System (SKMS) � � �
Integration with other ITSM processes � � �
Data protection, controlled access and security � � � Data structure(s) (Data-to-information-to
Knowledge-to-Wisdom) (DIKW) - � �
Knowledge, Information and Data architecture - � �
Self-Service Knowledge management - � �
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4.4.1 Service Management requirements
(h) Compliance with NSW Government Standard Business Process
Solutions that wish to comply with this element (for Platinum services) must accept full and
ongoing compliance with the current version(s) of the NSW Government Standard Business
Processes. To be endorsed against this element, suppliers must meet the following requirements:
Compliance with NSW Government Standard Business Processes Silver Gold Platinum
The supplier’s solution meet all requirements in the appropriate
standard(s), related materials and process artefacts as defined
within the NSW Government Standard Government Processes - - �
Sign a legal contract under the ProcureIT framework related to the
appropriate standard(s) - - �
Pay for cost of on-going (annual) certification against the relevant
standard(s) - - �
(i) Self-service administration
The ability to automatically provision and de-provision for all agency resources within the system,
together with other appropriate administration and management tasks that can be delegated
from the service provider that do not impinge on the solution being provided to other customers.
(j) Full-service administration
All provisioning, de-provisioning, together with all other administration and management tasks
required to operate the environment, are provided as part of the service offering. The only
exception will be service management of the provider which remains the sole responsibility of the
initiating agency.
(k) Cloud compliant hosting facility
All relevant cloud services for the solution may be provisioned from a compliant hosting facility. A
compliant hosting is defined as having the following attributes and/or capabilities:
• The location of the hosting facility must be identified either by name and/or location (city
and country) in any response.
• The hosting location cannot be changed without first informing the agency concerned.
• The service provider undertakes, maintains and provides access to SSAE 16 Service
Organization Control (SOC) Type II reports (or equivalent) for the services and facilities in
scope for the engagement.
• The hosting facility must comply with minimum Tier 3, as defined by the Uptime Institute,
ANSI TIA-942, or an equivalent industry standard.
• The hosting facility must be certified against ISO 27001; compliance with the following
international standards is desirable:
o ISO 9001
o ISO 27002
o ISO 20000-1:2011
o ISO 14001
Other desirable certifications may include, but are not limited to:
o PCI-DSS v3.0 or later
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o Australian Signals Directorate
o ASIO-T4
o Uptime Institute
o CSA
Also consider contractual obligations relating to the service provider allowing security assessments
and treatment of outcomes as agreed with the client.
If the hosting facilities changes to a location that is deemed unacceptable either to NSW
Government or to the agency and/or loses attributes and/or capabilities identified above, the
agency may need to consider termination of services.
(l) NSW Government Data Centre
All relevant services for the solution may be provisioned from one or both NSW Government Data
Centre(s) (GovDC). Depending on the service offering and agency requirements, it may be possible
to ‘burst’ some elements of services to other location(s), subject to agreement with the
commissioning agency.
Burst data centres must be deemed ‘compliant’. If the ‘burst’ data centre facilities change to a
location that is deemed unacceptable either to NSW Government or to the agency, the agency may
need to re-examine the ‘burst’ service or the full service.
(m) Onshore/offshore management
All solution providers must be able to articulate where their services will be provided from,
including any remote support services.
For example, with a ‘follow the sun’ support model:
• the locations of each of their support sites around the globe need to be identified
• any changes to these need to be communicated to the customer agency promptly
• if this causes issues, the agency has the right to cancel the service with appropriate notification.
(n) Service level management
Agencies will retain ultimate responsibility for service level management in any solutions
engagement which would ordinarily be covered by a Service Level Agreement (SLA). Agencies,
service-brokers and solution providers need to agree all SLA reporting and other related activities
as part of any transition-in process.
(o) Multi-service broker provision
Any solution provider must work within the confines of a multi-service provider environment
where either the agency or nominated provider will perform broker service provision. This will be
defined as one provider being made accountable for the provision of all associated services,
whether these are provided by the provider itself, or other third-party providers.
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DOCUMENT CONTROL
Document history
Status: Final
Version: 1.0
Approved by: Executive Director, Policy & Innovation
Approved on: ?? 2016
Issued by: Policy and Innovation, ICT & Digital Government Division, Department of Finance, Services &
Innovation (DFSI)
Contact: Policy and Innovation, ICT & Digital Government Division, Department of Finance, Services &
Innovation (DFSI)
Email: [email protected]
Telephone: (02) 9372 7445
Review
This standard will be reviewed as required.
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APPENDIX A – ABBREVIATIONS AND DEFINITIONS
AIIA Australian Information Industry Association
ASD Australian Security Directorate
ASIO Australian Secret Intelligence Organisation
CSA Canadian Standards Association
GovDC Government Data Centre
ICT Information & Communication Technology
ISO/TC International Organization for Standardization / Technical Committee
IT Information Technology
MAM Mobile Application Management
MDM Mobile Device Management
OS Operating System
PCI-DSS Payment Card Industry – Data Security Standard
PTS Procurement & Technical Standards
RTCE Real Time Collaborative Editing
SLA Service Level Agreement
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APPENDIX B – REFERENCES Agencies should have regard to the following statutes, NSW Government policies and standards:
• AS/NZS ISO 31000 Risk management – Principles and guidelines
• Electronic Transactions Act 2000
• Government Information (Public Access) Act 2009
• Health Records and Information Privacy Act 2002
• ISO 27031-2011 Information technology – Security techniques – Guidelines for information and
communication technology readiness for business continuity
• ISO 27001 Information technology – Security techniques – Information security management systems
– Requirements
• ISO 24762 – IT Security Techniques – Guidelines for ICT Disaster Recovery Services
• NIST Definition of Cloud Computing SP800-145
• NSW Government Digital Information Security Policy
• NSW Government Open Data Policy
• NSW Government Cloud Policy
• NSW Government Standard for Data Quality Reporting
• NSW Government ICT Strategy
• NSW Government Digital + 2015 Final Update
• NSW Government Information Classification, Labelling and Handling Guidelines
• NSW Procurement: Small and Medium Enterprises Policy Framework
• Privacy and Personal Information Protection Act 1998
• Public Finance and Audit Act 1983
• Public Interest Disclosures Act 1994
• State Records Act 1998
• TPP 09-05 - Internal Audit and Risk Management Policy for the NSW Public Sector
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APPENDIX C – STANDARDS
Developing technical standards
Development of a standard begins with identifying the need for a new standard, which is followed by the
development of the standard in consultation with the industry and experts groups, including the Australian
Information Industry Association (AIIA).
The following diagram outlines the process.
The ICT Procurement and Technical Standards Working Group (PTS Working Group) is chaired by the
Department of Finance, Services & Innovation and includes senior representation from across NSW
Government.
Agencies engage with the PTS Working Group concerning services for inclusion in the ICT Services
Catalogue. This drives the development of technical standards, where none exist. The PTS Working Group
has the leading role in reviewing and endorsing the technical standards developed in response to agencies’
requirements.
The PTS Working Group is supported by two sub-groups responsible for the areas of Telecommunications
and Services and Solutions. The sub-groups are responsible for initial development and review of standards
relating to their areas of responsibility.
Management and implementation
There is scope to modify standards through the NSW Government ICT governance arrangements as
necessary. Standards are designed to add value, augment and be complementary to, other guidance, and
they are continually improved and updated.
This standard does not affect or override the responsibilities of an agency or any employee regarding the
management and disposal of information, data, and assets. Standards in ICT procurement must also
address business requirements for service delivery.
NSW Procurement facilitates the implementation of the standards by applying them to the goods and
services made available through the ICT Services Catalogue.
Need for new or amended standard
identified
Standard developed (Industry/agencies
consulted)
Standard approved and released by PTS
Working Group
Market engagement for services which meet the standard
Services added to Catalogue
Business requirements change
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APPENDIX D – Sample Key Performance Indicators
Key Performance Indicator (KPI) Definition
Project Management (Transition
Planning and Support)
# projects # major release rollouts under the control of project management
% projects with project charters % projects started with a signed project charter
# changes to project charter # changes to the project charter after project start
Adherence to project budget Actual vs. planned consumption of financial and personnel resources
Project delays Actual vs. planned project completion dates
Change Management
# major changes # major changes assessed by the CAB (Change Advisory Board)
#CAB Meetings # CAB (Change Advisory Board) meetings
Time for change approval/
rejection
Average time from registering an RFC with Change Management until a
decision on the RFC is reached (i.e. until it is either approved or
rejected)
Change Acceptance Rate # accepted vs. rejected RFCs
# emergency changes # emergency changes assessed by the ECAB (Emergency Change
Advisory Board)
Service Asset and Configuration
Management
Verification Frequency Frequency of physical verifications of CMS contents
# incidents owing to inaccurate
CMS information
# incidents reported due to inaccurate configuration management
information
Effort for CMS Verifications Average work effort for physical verifications of the CMS contents
CMS Coverage % configuration components kept in the CMS
Number of unauthorized
Changes detected automatically
# unauthorized changes identified as a result of audits performed using
automatic configuration update software
Number of CMS Errors # errors found in the CMS as result of an audit
Release and Deployment
Management
# releases # releases rolled out into production environment. Grouped by major
and minor releases
Duration of major deployments Average duration of major deployments from clearance until
completion
# release back-outs # releases that had to be reversed
Proportion of automatic release
distribution Proportion of new releases distributed automatically
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Key Performance Indicator (KPI) Definition
Service Validation and Testing
% failed release component
acceptance tests % release components that fail to pass acceptance tests
# identified errors # identified errors during release testing per release
Time for error fixing Time until re-submission of fixed release components
Incidents caused by new releases # incidents attributable to new releases
% failed service acceptance tests % service acceptance tests that fail to obtain customer’s sign-off