Introduction
COVIDSafe App
COVIDSafe is a contact tracing application that was recently launched by the Australian government in response to the current volatility within the domestic market due to the rapid spread of COVID-19. The purpose of the COVIDSafe application is to lessen the spread of COVID-19 infections by implementing Bluetooth to track the proximity interactions between 2 or more individuals and whether these individuals may have come in contact with those who have been infected with the virus. If an individual is found to have contracted the virus, with their consent, their tracking records can be made available to state and federal territory health officials and contact tracing team so they can inform anyone who you may have had close contact with in the prior 3 weeks. (https://www.pcworld.idg.com.au/article/678801/covidsafe-explained-everything-need-know-about-australian-government-coronavirus-app/). The COVIDSafe application is a service developed by the Department of Health Digital Transformation Agency and the intended client is the Department of Health with the end-user because the wider public.
Service Design & Service Transition
Service Design
Service Design, as a phase in the ITSM Lifecycle, refers to the activities involved in the creation of new or modified services that will eventually be deployment to supported environments following service transition.
Purpose: The fundamental purpose of the Service Design phase is to formulate new or modified IT services that align with governing policies, IT practices and processes. Furthermore, service design is imperative in ensuring that the new services will effectively perform as planned and deliver the required functionality as outlined in the business’ requirements. Service Design aims to formulate cost-effective services of the highest quality that ultimately lead to customer satisfaction.
Objective: The main objectives of service design include the design of IT services that efficiently and effectively avoid major improvements, identification of changing trends in business which may lead to the opportunity for improvement in solutions and ensuring that Continual Service Improvement is included in all service design activities.
Service Transition
The Service Transition phase refers to the activities undertaken to ensure that Service Design has successfully catered to all operational requirements, to ensure smooth and streamlined live deployment.
Purpose: The purpose of the Service Transition phase is to ensure that the created or modified service successfully achieves all requirements and expectations as discussed in the initial service strategy phase of the ITSM lifecycle. Furthermore, service transition attempts to bridge the gap between client and service provider by setting customer expectations and thereby ensuring seamless integration into the client’s business processes (https://learning.oreilly.com/library/view/it-service-management/9781780173184/18_ch04.xhtml). (REDUCE KNOWN ERRORS AND MINIMISE RISKS FROM CHANE)
Objective:
COVIDSafe Service Design & Transition Activities
Service Operation
Service Operation
Service Operation refers to the phase of the ITSM Lifecycle that is made up of all activities on the clients’ business side. The phase is responsible for ensuring that the services are delivered efficiently and effectively.
Purpose: The fundamental purpose of Service Operation is to facilitate organisational practices and processes that are required to deliver services at the outlined quality levels and to the target business users. Furthermore, service operation acts as an ongoing process that maintains and manages service technology and infrastructure and collects important metrics that are used to determine continual service improvement.
Objectives: The objective of Service Operation is to ensure that business satisfaction is maximised and that the service provided is delivered efficiently and effectively. Service operation aims to identify a balance between 4 opposing elements, including the dissonance between an external business and internal IT service perspective, the balance between responsiveness to change and stability, service quality against service cost and finally service reactivity against proactivity. Ultimately, service operation ensures adoption of robust operational practices for the execution of processes and services. (https://www.greycampus.com/blog/it-service-management/itil-service-operation-overview-principles-objectives)
COVIDSafe Service Operation Activities