Category	Sub-category	Description of what is in the SDP
Requirements	Business requirements	The initial agreed and documented business requirements
	Service applicability	This defines how and where the service would be used. This could reference business, customer and user requirements for internal services
	Service contacts	The business contacts, customer contacts and stakeholders in the service
Service Design	Service functional requirements	The changed functionality of the new or changed service, including its planned outcomes and deliverables, in a formally agreed Statement of Requirements (SoR)
	Service Level Requirements	The SLR, revised or new SLA, including service and quality targets
	Service and operational management requirements	Management requirements to manage the new or changed service and its components, including all supporting services and agreements, control, operation, monitoring, measuring and reporting
	Service Design and topology	The design, transition and subsequent implementation and operation of the service solution and its supporting components, including:  The service definition and model, for transition and operation  All service components and infrastructure (including H/W, S/W, networks, environments, data, applications, technology, tools, documentation), including version numbers and relationships, preferably within the CMS  All user, business, service, component, transition, support and operational documentation  Processes, procedures, measurements, metrics and reports  Supporting products, services, agreements and suppliers
Organizational Readiness Assessment	Organizational Readiness Assessment	'Organizational Readiness Assessment' report and plan, including: business benefit, financial assessment, technical assessment, resource assessment and organizational assessment, together with details of all new skills, competencies, capabilities required of the service provider organization, its suppliers, supporting services and contracts
Service Lifecycle Plan	Service Programme	An overall programme or plan covering all stages of the lifecycle of the service, including the timescales and phasing, for the transition, open subsequent improvement of the new service including:  Management, coordination and integration with any other projects, or changed activities, services or processes  Management of risks and issues  Scope, objectives and components of the service  Skills, competences, roles and responsibilities  Processes required Interfaces and dependencies with other services  Management of teams, resources, tools, technology, budgets, facilities required Management of suppliers and contracts Progress reports, reviews and revision of the programme and plans  Communication plans and training plans  Timescales, deliverables, targets and quality targets for each stage
	Service Transition Plan	Overall transition strategy, objectives, policy, risk assessment and plans including: Build policy, plans and requirements, including service and component plans, specifications, control and environments, technology, tools, pros methods and mechanisms, including all platforms  Testing policy, plans and requirements, including test environments, technology tools, processes, methods and mechanisms  Testing must include: Functional testing Component testing, including all suppliers, contracts and externally provided supporting products and services User acceptance and usability testing System compatibility and integration testing Service and component performance and capacity testing Resilience and continuity testing Failure, alarm and event categorization, processing and testing Service and component, security and integrity testing Logistics, release and distribution testing Management testing, including control, monitoring, measuring and re together with backup, recovery and all batch scheduling and process Deployment policy, release policy, plans and requirements, including logistics, deployment, roll-out, staging, deployment environments, cultural change, organisational change, technology, tools, processes, approach, methods and mechanisms, including all platforms, knowledge, skill and competence transfer and development, supplier and contract transition, data migration and conversion
	Service Operational Acceptance Plan	Overall operational strategy, objectives, policy, risk assessment and plans including: Interface and dependency management and planning Events, reports, service issues, including all changes, releases, resolved incidents, problems and known errors, included within the service and any errors, issues or non-conformances within the new service Final service acceptance
	Service Acceptance Criteria	Development and use of Service Acceptance Criteria (SAC) for progression through each stage of the Service Lifecycle, including: All environments Guarantee and pilot criteria and period
Table A.1 Contents of the Service Design Package

Supporting Material Video - Service Design Package

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