Service Design

1Introduction 2Serv. Mgmt. 3Principles 4Processes 5Tech Activities 6Organization 7Tech Considerations 8Implementation 9Challenges Appendeces

4. Service Design Process

4.1SC Mgmt 4.2SLM 4.3Capacity Mgmt 4.4Availability Mgmt 4.5 Continuity Mgmt 4.6Security Mgmt 4.7Supplier Mgmt

This chapter describes and explains the fundamentals of the key supporting Service Design processes.

These processes are principally responsible for providing key information to the design of new or changed service solutions. There are five aspects of design that need to be considered:

A results-driven approach should be adopted for each of the above five aspects. In each, the desired business outcomes and planned results should be defined so that what is delivered meets the expectations of the customers and users. Thus this structured approach should be adopted within each of the five aspects to deliver quality, repeatable consistency and continual improvement throughout the organization. There are no situations within IT service provision with either internal or external service providers where there are no processes in the Service Design area. All IT service provider organizations already have some elements of their approach to these five aspects in place, no matter how basic. Before starting on the implementation of the improvement of activities and processes, a review should be conducted of what elements are in place and working successfully. Many service provider organizations already have mature processes in place for designing IT services and solutions. All designs and design activities need to be driven principally by the business needs and requirements of the organization. Within this context they must also reflect the needs of the strategies, plans and policies produced by Service Strategy processes, as illustrated in Figure 4.1.

Figure 4.1 The key links, inputs and outputs of Service Design
Figure 4.1 The key links, inputs and outputs of Service Design

Figure 4.1 gives a good overview of the links, inputs and outputs involved at each stage of the Service Lifecycle. It illustrates the key outputs produced by each stage, which are used as inputs by the subsequent stages. The Service Portfolio acts as 'the spine' of the Service Lifecycle. It is the single integrated source of information on the status of each service, together with other service details and the interfaces and dependencies between services. The information within the Service Portfolio is used by the activities within each stage of the Service Lifecycle.

The key output of the Service Design stage is the design of service solutions to meet the changing requirements of the business. However, when designing these solutions, input from many different areas needs to be considered within the various activities involved in designing the service solution, from identifying and analysing requirements, through to building a solution and SDP to hand over to Service Transition.

In order to develop effective and efficient service solutions that meet and continue to meet the requirements of the business and the needs of IT, it is essential that all the inputs and needs of all other areas and processes are reconsidered within each of the Service Design activities, as illustrated in Figure 4.2. This will ensure that all service solutions are consistent and compatible with existing solutions and will meet the expectations of the customers and users. This will most effectively be achieved by consolidating these facets of the key processes into all of these Service Design activities, so that all inputs are automatically referenced every time a new or changed service solution is produced.

Figure 4.2 Service Design - the big picture


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