ECP-8 Service Delivery Support Models

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jonathan.carter

ECP-8 delivers an extension to the Service Delivery section of the EA Support classes of the Essential Meta Model.

This extension must provide the capability to capture various support models for the provision of any service within the organisation, e.g. Application Providers.

Rather than add additional slots to the elements that are being supported (e.g. the applications), the Support Model instances will create and manage the relationships to the elements being supported, for example in the same way that Strategic Plans for elements are managed.

At this stage in the Community Process, it is important to capture all the requirements for this extension. Please note any specific requirements for ECP-8 as replies to this topic.

Requirements:
  • Support multi-tiered support teams, e.g. 1st-line, 2nd-line etc.
  • Relate named Actors to the elements that the Actor supports
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Kevin Campbell

I've just been presented with an "opportunity" that relates to this. We use several external service provides (System Integrators, Consulting firms) and have a few pieces of data to manage for each.

We have a Master Service Agreement with each service provider, not dissimilar to the existing Contract. We would also typically associate each service provider with either an application provider and/or a physical business process - since we've include IT processes within our process model.

Kevin
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jonathan.carter

Thanks Kevin,

Just the sort of thing that this ECP needs!

What you've described sounds really good - in particular having captured your IT processes as well (not everyone does!)

There is a slot on the Processes for capturing the 'supplier' of that process - which of course could be an external supplier, which might help.

However, I think how Applications are provided by various suppliers is more complex - as your requirements show and that's what we need to account for in this ECP.

We'll get some extensions designed for the Service Delivery section of the meta model and then we can start looking at how they meet your needs.

Jonathan
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