Release Notes - Version 2.0

Below, an overview is provided of the improvements that have been included in version 2.0 of the Alignability® Process Model. Minor changes (e.g. improvements of the layout or spelling corrections) are not listed.

1.

Added the Availability Management process.

2.

Added the Capacity Management process.

3.

Integrated the Root Cause Analysis process with the Availability and Capacity Management processes. This includes the name change of Root Cause Analysis Procedure 1, Instability Identification to "Support Request Review". This name change was necessary, because instabilities are now also identified in the Availability and Capacity Management processes.

4.

Adjusted the mission of the Root Cause Analysis process slightly to make it easier to understand.

5.

Adjusted the mission of the Change Management process slightly to make it easier to understand.

6.

Added a written high-level description for each process. These descriptions can be accessed using the Description button at the process level.

7.

Removed the steps for handling support requests for the correction of CDB information from Support Management Procedure 4, Support Request Resolution by Specialist and from its corresponding description. These requests should be handled by Change Management.

8.

Changed the text "Update support request" to "Complete support request" in the following Support Management procedure boxes 1.16, 2.4, 3.11, and 4.10. This makes the text in these boxes more specific.

9.

Added instructions concerning SLRs to the work instructions of Service Level Management step 1.6 and 1.8.

10.

Added instructions on how to end the support request review in the work instructions for Root Cause Analysis step 1.2.

11.

Moved the note in the work instructions for Root Cause Analysis step 2.5 to the end of the list of instructions. This makes the order of the instructions more logical.

12.

Adjusted the responsibilities of the Customer Representative role in the Support Management process, because this role submits the more important requests within the Service Level Management process. Also adjusted the note under Service Level Management work instruction 1.4.2 to indicate that requests for change for which a web request form exists should not be submitted to the account manager.

13.

Indicated in the work instructions for Root Cause Analysis step 1.7 and 3.6 that an email is only sent to the help desk if the instability category equals "Reactive - Existing Instability". Proactive instabilities should be resolved before they cause incidents. This is why they are of little interest to the help desk.

14.

Removed the reference to a geographical location from the field utilization guidelines for the CI code. This avoids having to re-code (and often re-label) CIs when they are moved from one site to another.

15.

Added a hyphen to the CI code's syntax between the service provider code and the 3-letter CI category code in the field utilization guidelines for the CIs. This makes CI codes easier to read.

16.

Increased the number of positions for the next available number for the prefix of a CI code from 4 to 5 in the field utilization guidelines for the CIs.

17.

Added the word "Planned" in front of the name of Change Management procedures 4 and 5 to distinguish them more clearly from the Emergency Change Management procedures.

18.

Changed the term "permanent solution" to "structural solution" throughout the Root Cause Analysis process. This was done because it is difficult to find anything that is permanent in the ICT industry.

19.

Added the definition of the term "Service infrastructure" to the Glossary.

20.

Added the definition of the term "Incident" to the Glossary.

21.

Added the definition of the term "Planned change" to the Glossary.

22.

Removed the entry for SMP from the Glossary.

23.

Capitalized the first letter of every word in the process names to ensure that they look like names.

24.

Introduced the Alignability® logo in the upper left-hand corner of model's home page. This gives the methodology a recognizable symbol that will be used for all related material (e.g. documents and CDs).