Design, Development and Transition of a Service.

By Global Trust Association

05 October, 2019 | 00:10hrs

According to ISO 20000-1 guidelines, before delivering a service, it must go through the Design, Development, and Transition process to identify in detail its requirements, elaborate its prototype, and verify its functionality through tests.

This process begins with the planning of new or modified services to identify input elements, such as human, technical, information, financial, and other resources needed for service design, tests to verify that the service design is compliant, service design acceptance criteria, and other input elements.

After designing the service prototype, it shall be tested to verify that it fulfills its functions. For example, in the case of the service provided by a Help Desk, it must be verified if it is able to assist 24 hours a day, 7 days a week, or if it is able to provide a response in 1 or 2 hours maximum, according to the Service-Level Agreement (SLA).

Regardless of the line of business, any organization seeking to ensure the quality of its service provided to the customer must include a process of design, development, and transition within its operations.

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