ICT Service Design Sign-off

Project / Service Name

<Name of the project and the name of the service that is going to
be introduced by the project. This could be same or different.>

Brief Service
Description
Programme / Project
Manager(s)
Service History

<If an existing service give details on previous major releases>

1. ARCHITECTURE
Hardware

<Hardware configuration for the production and the ongoing

development, test and training environments. Include a hardware
diagram, if necessary.>
Appendix A
Hardware
<Is the standard maintenance contract ok? Do you have a
Maintenance/Support maintenance contract, who is your contact>
Network
<Any special networking requirements including special network
hardware, zoning requirements if any. Include a network diagram, if
necessary.>
Appendix B
Operating System
< i.e. Linux Redhat; Solaris; Windows 2003. If not one of these,
explain support arrangements below.>
O/S
<Who has been assigned the support contact for the project to signMaintenance/Support off design decisions>
Middleware
<if applicable detail the components>
Middleware
<Who has been assigned the support contact for the project to signMaintenance/Support off design decisions>
Database

<detail the type, flavour and version of database or the file structure.
Include information across all environments>

Database
<Provide names of support contact for design decisions>
Maintenance/Support
Application
<detail the type, flavour and version of application(s), plus software
company if applicable>
Application
<Provide names of support contact for design decisions>
Maintenance/Support
Technical
<Any other hardware, software or middleware the service is
Dependencies
dependent upon to be able to function such as network services,
DNS, Active Directory, LDAP, etc.>
Diagram attached Appendix C
1.1. ARCHITECTURE SIGN-OFF
Title / Position
Name

Signature

Data Centre Mgr /

Rep(Hardware)
Platforms Mgr / Rep (O/S)
V1.0 (form)

Internal Use Only

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ICT Service Design Sign-off

TBA (Middleware, if
applicable)

N/A

N/A

Technical Services Mgr /

Rep (Database)
Application Support Mgr /
Rep (Application)
Network Mgr / Rep

2. SERVICE
Service Owner(s)

<Business Owner who sponsors the service>

Service Champion(s)
[Super-user(s)]
Service Technical
Owner

<Business Users who manage the use of the system, understanding

all major functionality>
Application:
Infrastructure:
Security:
Data warehouse:
<For example 08.00 to 21.00 8 hours a day, 5 days a week>

Availability
Requirement
Critical Service
Period(s)

Maintenance window
and frequency
(scheduled
downtime)
Downtime approval
process and
communications
User community
and reps
User Training
User Access
Service SLA
Services this service
is dependent upon

V1.0 (form)

<For example 28.01.06 14.02.06

Other dates will be updated estimates are
End of April 06
End of September 06
October & November 07>
<For example No scheduled down time, but can be arranged with
notice via John Smith via unknown@imperial.ac.uk.>
<Normal time: If down time is required please contact XXX at xxx
Critical time: If down time is required during the Critical Service
Periods noted above please contact XXX at xxxx>
< Number of users and their distribution. Provide department names
and specific user groups and/or names within each department, as
well as names of user representatives for each group.>
<How and by whom will training be provided>
<Who will provide user access? What is the process?><For example
User access will be determined by xxxxx >
<If this is a user facing service, what is the corresponding SLA entry?
SLA is available on ICT Sharepoint Document Repository.>
<List the services this service is dependent upon to run effectively.
Please provide categories as:
Critical service is lost or becomes unusable if the other service is
lost (describe the nature of dependency)
Internal Use Only

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ICT Service Design Sign-off

Services dependent
on this service

Important usability and efficiency of service is severely impacted if

the other service is lost (such as a data feed will not be available and
the information falls out of date; provide the nature of the feed)
Other describe the nature of dependency if it is different to above
<List the services that are dependent on this service to run effectively.
Please provide categories as:
Critical other service is lost or becomes unusable if this service is
lost (describe the nature of dependency)
Important usability and efficiency of the other service is severely
impacted if this service is lost (such as a data feed will not be
available and the information falls out of date; provide the nature of
the feed)
Other describe the nature of dependency if it is different to above

2.1. SERVICE SIGN-OFF

Title / Position

Name

Link Manager

Arthur Spirling

Signature

3. SUPPORT
Service Centre/Desk
Service Centre/Desk
Support Docum.
Service Centre/Desk
Support Staff Train.
Application Support
Application Support
Documentation
Application Support
Staff Training
Faculty / Desktop
Support
Faculty / Desktop
Support
Documentation
Faculty / Desktop
Support Staff
Training

<Description of service centre (first line) procedures, including the

names of the specific first line response team, if applicable.>
<Reference to documentation (usually a user or trouble shooting
manual) explaining how the service is supported.>
<Plans to provide service centre staff with necessary training, if
applicable.>
<Description of application support procedures, including the names
of the application support team, if applicable.>
<Reference to documentation (usually a technical manual) explaining
how the service is set up technically and how technical problems can
be tackled.>
<Plans to provide application support staff with necessary training, if
applicable.>
<Description of desktop support procedures, including the names of
the desktop support team, if applicable.>
<Reference to documentation (usually an installation and/or
troubleshooting manual) explaining how the desktop requests or
issues can be handled.>
<Plans to provide desktop support staff with necessary training, if
applicable.>

If an existing system - list of all known errors

No
Description of Known Error

V1.0 (form)

Workaround

Internal Use Only

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ICT Service Design Sign-off

3.1. SUPPORT SIGN-OFF

Title / Position

Name

Signature

Application Support
Manager

Jim OSullivan

Service Centre Manager

Paul Carter

Desktop Support Manager

Charles Page

4. CONTINUITY / DR
Potential Impact of Service Disruption
<Enter the max acceptable period of outage before the service is significantly impacted>
Duration of Outage
Impact
< 1 day
1-2 days
2-5 days 5-10 days > 10 days
Degradation of Customer
Service
Degradation of Internal
Service Levels
Increased Operating
Expenses
Lost Revenue
Exposure to Contractual
Fines / Penalties
Loss of Staff Productivity
History of Unplanned
Downtime
Manual Continuity
Arrangements
Continuity Arrangements
Disaster Recovery
Arrangements / Plan

<If the service currently exists.has the service experienced

any major downtime or disasters? Dates, description and
impact.>
<How long can the service be maintained through manual
fallback procedures?>
<Describe the system resilience required, i.e. is high
availability required>
<Have you completed a DR template and Plan with the
Security group?.describe the disaster scenarios and
relevant disaster recovery systems required, this should
include your continuity fail over procedures>

4.1. CONTINUITY / DISASTER RECOVERY SIGN-OFF

Title / Position
Name

Signature

Security Mgr / Rep

V1.0 (form)

Internal Use Only

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ICT Service Design Sign-off

Head of IT Services

Arthur Spirling

5. SECURITY
Security Testing

<Is this scheduled and who will be undertaking>

Privileged Access
Policy
Remote Access
Policy

<Who has admin rights>

<Is remote access provided and how i.e. VPN>

5.1. SECURITY SIGN-OFF

Title / Position
Name

Signature

Security Mgr / Rep

6. OPERATIONS
Operational runs
(EndofDay run, etc.)
BACKUPS
Backup details

<i.e. housekeeping scripts, etc.>

<i.e. Daily incremental back-ups required and full weekly>

Restore Capability

< i.e. Would like to be able to restore to any transaction within the last
24 hours>
DATABASE MANAGEMENT
DB Procedures
<i.e. start-up/stop, fail/over>
CAPACITY RECOMMENDATIONS
Processor Capacity
<i.e. industry standards, estimated load on processor, supplier
recommended values>
Memory
<What is the recommended memory usage?>
Initial disk capacity
Disk capacity growth

<The rate of growth anticipated for three years>

Stress Testing

<Load/Stress testing planned, tool to be used>

MONITORING RECOMMENDATIONS
Hardware monitoring <Which servers should be monitored>
Transactions to be
monitored
PERFORMANCE
End-to-end
Performance
V1.0 (form)

<i.e. run a query, submit a form>

<i.e. which URLS should be monitored, which transactions should be
monitored against which SLA>
Internal Use Only

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ICT Service Design Sign-off

6.1. OPERATIONS SIGN-OFF

Title / Position
Name

Signature

Operations Manager

Steve Lawlor

Head of Technical
Services

Chris Metcalfe

Capacity Manager

Nick James

7. ACTIVITIES ON THE PLAN

BUILD
Build start
Build end (inc Unit Testing)
TESTING
Technical Acceptance Test
Security Acceptance Test
User Acceptance Test
TRAINING
Support Training (all 3
sections)
User Training
CUTOVER
Cutover plan

ESTIMATED DATE
ESTIMATED DATE

ESTIMATED DATE

ESTIMATED DATE

Backout plan
Proposed Go-live Date
PROJECT DESIGN SIGN-OFF
Title / Position
Name

Signature

Project Manager
Platform Manager / Rep
Security Manager / Rep
Networks Manager / Rep
Support Manager / Rep

V1.0 (form)

Internal Use Only

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ICT Service Design Sign-off

Development Technical
Lead

V1.0 (form)

Internal Use Only

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