Service overview:

• The contractor will develop a brief description of the Service from a technical point of view, providing the link to the document containing the detailed technical description of the Service (developed in the previous activity);
• The contractor will identify and document all prerequisite Customer Facing Services, Underlying Services, Service Assets (Software/Hardware), Licenses and Underpinning Contracts.

Service Technology Components and Model:

• The Contractor will develop a visual representation of the relationship of service technology Components, using a provided template.

Service Support Model:

• In this activity the Contractor needs to describe what levels of support are applicable to the Service, keeping in scope how the NCI Agency has defined standardized levels of support. If the Service requires deviation/different definition of support levels, they need to be described identifying their source (e.g. SLA, POW, etc.).

Service Delivery Support Process:

• The Contractor needs to develop a scheme that best depicts how the support process for the Service is defined and operated. An illustration of such a scheme will be provided to harmonize this work with other existing SDPs;
• Description of future end-state implementation overview of the Service Delivery Support Process;
• The Contractor needs to develop a RACI table to describe the Roles and responsibilities within the Service Delivery Process;
• Service Delivery Point is defined as the latest physical location where physical work needs to take place to have a service delivered. The Contractor needs to identify all Service Delivery points for the Service and document them in a matrix indicating all the instances for each.

Service Delivery Management:

• The Contractor needs to identify all the major coordination events and their time-frames, reporting activities or other relevant events planned during Service Delivery (e.g. Full Service Delivery Review, Collection of Customer
  Inputs, etc.).

Annexes:

• The Contractor may need to Include any other annexes, in accordance with the requirements of the specific SDP to address (Service Level Targets, ITSM Configuration Parameters, CMDB Data Configuration, Acquisition Procedures, Material Requisition Procedures, Capacity Management, etc.) determined during the work on previous activities.

Definitions and Acronyms:

• Develop the list of definitions and acronyms used in the Service Delivery plan.