ITIL – Service Design Overview

Service Design Process

1. Service Catalog Management: Maintaining catalog & it’s availability
2. Service Level Management: negotiating achievable service level agreements
   1. Service Based SLA
   2. Customer Based SLA
   3. Multi level SLA
3. Capacity Management: Service & Infastructure meet needs of a service
4. Availability Management: Ensure service is available
5. Service Continuity Management: 
6. Information Security Management: Ensuring assets, information & data are secure
7. Supplier Management: Ensures value for money from suppliers

Service Design Scope

1. Design Coordination
2. Service catalog management
3. Service level management
4. Availability management
5. Capacity management
6. IT service continuity management
7. Information security management
8. Supplier management

Service Design Principles

! 5 Major ASPECTS of service design (STAMP)

1. Service solution: new functionality offered by an application or other service.
2. Tools and systems for management information
3. Architectures
4. Measurement system
5. Processes

1. Service Portfolio Design
   1. Use to evaluate competitiveness
   2. Provide decision framework
   3. Provide means to compare services
   4. Holistic Approach
   5. Business requirements
2. Business Requirements in Service Design
3. Technology Design
   1. Strategic blueprint for development & deployment
4. Process Design
   1. details process, goals, inputs, outputs, activities, task
5. Measurement Design

Service Provider Models

1. In Soure
2. Outsource
3. Co-Source
4. Partnership or Multi-source
5. Business Process Outsource (BPO)
6. Application Service Provision (ASP)
7. Managed Service Provider (MSP)
8. Knowledge Process Outsource (KPO)

Service Design Analysis: Using RACI model to define Responsible, Accountability, Who is consulted, who is informed

• What does service design provide to the business?

SLA

 

OLA

 

SLM

Service Level management (SLA): Ensures that all current and planned IT service are delivered to agreed achievable targets.

SLRs

 

SLAM

 

Review

• Service design considers how the service will be run and managed in operations for both new and changing services.
• New or changed services should work efficiently and fulfill business requirements including capacity, continuity, availability and security.