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Development groups tend to deal with different types of requests. These include enhancements, new products, severity one errors, etc. It is important to distinguish between these different types of classes so that they can be worked on appropriately. The agreement between the requester (usually Discovery) and the group that will be taking the request (usually Implementation) is called a service level agreement.
One of the first steps in creating the set of agreements between Discovery and Implementation is identifying both the classes of services and the service level agreements. Here is a first cut at both of these. Please add comments and/or make suggestions (with track changes on).
Who Does This Practice
Here are roles involved in this practice:
What To Do
Inputs to this practice include:
To develop a list of the Classes of Service:
Analyze value items (Capabilities, MBIs, Features, Stories) for how they are sensitive to time (primarily) or other special handling. For instance, some common Classes of Service include:
Identified Service Classes
A completed list of Classes of Service includes:
Examples of policies:
When To Do This Practice
During the initial analysis of an organization’s or team’s work, generally at the same time as Value Stream Mapping
Where To Do This Practice
Identifying Classes of Service is done in conjunction with the members of the organization or team.
Here are some expected outcomes from this practice:
Classes of Service Checklist
This section is used by people doing DA FLEX to specify their agreed upon classes of service and optionally their service level agreements for each class.
This section (from this point to the end) can be freely copied and modified for use by someone using DA FLEX.
Class of service ________________________________________
Service Level Agreement for this class of service
<repeat for each class of service>