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the potential service improvement work, including Projects and/or Maintenance work to increase functionality, to improve non-functional aspects and to fix current problems. 

The fundamental question for the Service Manager in further service design work is how to systematically and incrementally correct the service to create the right service , i.e. how to translate negative user experience and feedback to successful improvement actions. 

Further Service Design work is largely based on the understanding of how the customers, stakeholders and other relevant parties view the current service. Multiple channels of feedback should be utilised regularly from direct discussions to surveys, feedback and statistics on service requests etc. 

The Service Design phase will produce concrete plans as to how the service will be developed further, including the IT Products underpinning it. Technical architecture aspects could be relevant and should be specifically analysed. 

This Service Design work may result in changes  to a number of documents: 

• The plans for any sizable improvement work are documented in the Programme Plan, including 

o description of the planned service improvements, 

o listing of Projects, Maintenance work and other work that will be required to implement the planned improvements. 

• The Service Definition Package is updated in case of changes. These can be for example increasing Service availability hours or rearranging the workflow for Service Request fulfilment. 

• The IT Investment Vision is updated as necessary, for example to include new functionality of the IT Products underpinning the Service. 

Major changes  to the Service Definition Package have to be approved by the Service Owner and by the Service Steering Committee. 

Major changes affect key service characteristics, materially and substantially; they have significant impact on service scope, eligibility, availability, and support or delivery process. For example, bringing new IT Products under the Service, rearranging the workflow for service request fulfilment by outsourcing or increasing availability from 9/5 to 24/7. 

In general, other changes are minor changes , and can be approved by the Service Manager. 

Whenever it is unclear whether a change is a minor or major one, the Service Owner should be consulted. If the classification is still inconclusive after Service Owner consultation, the change is to be treated as major change. 

It is highly recommended that the relevant Programme Boards are involved whenever major changes to Services under the Programme are considered. 

