ITIL Service Design
Service Design is a stage within the overall service lifecycle and an important element within the business change process. The role of Service Design within the business change process can be defined as the design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements.
The main goals and objectives of Service Design are to:
- The design services to meet agreed business outcomes
- The design processes to support the service lifecycle
- Identify and manage risks
- Design secure and resilient IT infrastructures, environments, applications and data/information resources and capability
- Design measurement methods and metrics
- produce and maintain plans, processes, policies, standards, architectures, frameworks and documents to support the design of quality IT solutions
- Develop skills and capability within IT
- Contribute to the overall improvement in IT service quality.
Service Design starts with a set of business requirements, and ends with the development of a service solution designed to meet documented business requirements and outcomes and to provide a Service Design Package (SDP) for handover into Service Transition.
There are 5 individual aspects of Service Design:
- new or changed service solutions
- service management systems and tools, especially the Service Portfolio
- technology architectures and management systems
- processes, roles and capabilities
- measurement methods and metrics.
A holistic approach should be adopted in Service Design to ensure consistency and integration in all IT activities and processes, providing end-to-end business-related functionality and quality. Good service design is dependent upon the effective and efficient use of the Four Ps of Design:
- people: the people, skills and competencies involved in the provision of IT services
- products: the technology and management systems used in the delivery of IT services
- processes: the processes, roles and activities involved in the provision of IT services
- partners: the vendors, manufacturers and suppliers used to assist and support IT service provision.
Service Design Package (SDP): defines all aspects of an IT service and its requirements through each stage of its lifecycle. An SDP is produced for each new IT service, major change, or IT service retirement.
Objective is to convert strategic objective into service assets and protfolios
- Service Level Management (design)
- Capacity management
- Availability management
- IT service continuity MGT
- Information security MGT
- Supplier management
- Service catalogue management
THE 5 MAJOR ASPECTS that ensure that standards and conventions are followed
- service profolio
- service solutions
- Technology architectures
- measurement systems and metrics
Service design package: defines all aspects of IT Service and its requirements though each stage of its lifecycle. A service design package is produced for each new IT Service, major change or IT service retirement.