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ITOM-Cloud-Service-Delivery-Approval-Process-for-New-Services_688996646

1. Purpose

The purpose of this document is to establish a structured approval process for introducing new cloud services within the Cloud Service Delivery team. This ensures that all new services align with operational standards, have proper support structures, and account for workload impact on the team.

2. Scope

This process applies to all new cloud services introduced due to product upgrades, feature additions, or customer requirements. No service shall be made available to customers without prior approval from the Cloud Service Delivery team.

3. Approval Process

3.1 Service Proposal Submission

Any new cloud service must be formally proposed by the product team, engineering, or other stakeholders. The proposal should include:

  • Service Name & Description: A high-level definition of the service and its purpose.
  • Business Justification: The rationale for adding the service, including customer demand and strategic importance.
  • Technical Overview: A detailed explanation of the service architecture, dependencies, and integration with existing cloud infrastructure.
  • Security & Compliance Considerations: Any security, regulatory, or compliance impacts that need to be addressed.

Important

Please submit a new service proposal according to New Cloud Service Proposal Template.docx

Please schedule a meeting to communicate with the relevant ITOM Cloud Service Team and review the relevant new services proposal.

3.2 Cloud Service Delivery Team Review

Upon submission, the Cloud Service Delivery team will conduct a detailed review of the proposal based on the following criteria:

  • Operational Readiness: Evaluation of whether the necessary infrastructure, automation, and monitoring are in place.
  • Runbook & Documentation: The availability of an operational runbook detailing how the service will be deployed, maintained, and troubleshot.
  • Support Requirements: Definition of support tiers, escalation paths, and team training requirements.
  • Service Level Objectives (SLOs): Assessment of the expected availability, performance, and reliability targets.
  • Capacity Planning: An analysis of how the new service impacts existing workload and team resources.

3.3 Approval and Implementation

After review, the Cloud Service Delivery team will decide on one of the following:

  • Approved: The service meets all requirements and can proceed to production.
  • Conditional Approval: The service requires additional work or mitigations before approval.
  • Rejected: The service does not align with Cloud Service Delivery standards or is unfeasible.

If approved, a formal implementation plan is created, detailing the timeline, responsibilities, and required actions for the service rollout.

4. Operational Requirements for New Services

Each new cloud service must fulfill the following requirements before being launched:

4.1 Service Definition

  • Clearly defined functionality and expected behavior.
  • Dependencies and required integrations.

4.2 Operational Runbook

  • Detailed step-by-step procedures for provisioning, monitoring, and troubleshooting the service.
  • Escalation procedures and points of contact for issue resolution.

4.3 SLO & SLA Definition

  • Established uptime, response time, and performance targets.
  • Escalation paths for service degradation or incidents.

4.4 Support Model

  • Defined support ownership (Cloud Service Delivery vs. Engineering/Product Team).
  • Training for support personnel.

4.5 Capacity & Resource Planning

  • Impact analysis on cloud infrastructure resources and personnel workload.
  • Adjustments to staffing or automation as necessary.

5. Enforcement

No new cloud service may be deployed to production or made available to customers without explicit approval from the Cloud Service Delivery team. Any unauthorized deployment will be subject to review and potential rollback until compliance is ensured.

6. Continuous Improvement

This process will be reviewed periodically to ensure alignment with evolving cloud strategies, operational best practices, and business needs.

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