Service Design
Service Design Lifecycle Stage
Purpose
- Realize Service Provider’s Strategy (from previous phase)
- Design
- IT Services
- Practices and Processes
- Policies
- Cost effectively design new and changed services
Objectives
- Effectively design IT Services
- Minimize the need for improvement over the life of IT Services
Scope
- Design of services to meet current and future business needs
- Aligning IT solutions with business requirements
- Includes
- Functional requirements
- Service level requirements
- Business benefits
- Overall design constraints
Value
- Reduced total cost of ownership
- Improved quality of service
- Improve information and decision making
- Improve IT governance
- Improve alignment with customer values and strategies
- Ease of implementation of new or changed services
- Improve performance of services
- Improve consistency of service
Basic Concepts
- The 4 Ps: People Processes, Products (technologies) and Partners
- Five Major Aspects of Design
- Service Design Package
- S.T.A.M.P.
- Service Solutions
- Tools and management information systems (Portfolio and Catalog)
- Architecture and technology
- Measurements and metrics
- Processes
- Service Design Package
- Is produced during the design stage for each new service, major change to a service, or removal of a service
- Is passed from service design to service transition
- Is used by service transition to move a service through the stages of its lifecycle
- Contains all of the information needed about a service at each stage in its lifecycle:
- Requirements
- Service Design
- Organizational readiness assessment
- Service lifecycle plan
Processes
- Design Coordination
- Service Catalog Management
- Service level management
- Supplier management
- Availability management
- Capacity management
- IT Service continuity management
- Information security management
Service Design Processes
Service Design Process 1: Design Coordination
Purpose
- Design coordination provides a single point of coordination and control for the processes and activities within service design to product quality SDPs as agreed.
Objectives:
- Ensure consistent design of appropriate services
- Coordinate all design activities
- Plan and coordinate resources and capabilities required to design new or changed services
- Produce service design packages
- Ensure that service design packages are handed over to service transition
- Monitor and Improve effectiveness and efficiency of service design activities and processes
- Ensure all parties adopt a standard framework or reusable design practices
Scope
- Includes all design activity for new or changed services moving into or out of the production environment
Basic Concepts
- Design coordination ensures creation of a service design package for new and changed services
- Design coordination ensures handoff of service design packages to service transition.
Service Design Process 2: Service Catalog Management
Purpose
- Provide and maintain a single source of information about operational services
- Includes services that are being prepared to be run operationally
- Ensure availability of the service catalog to those authorized to use it.
Objectives
- Manage the information in the service catalog
- Ensure accuracy of the service catalog
- Ensure availability of the service catalog
- Ensure the service catalog supports the evolving needs of the other service management processes – includes interface and dependency information.
Scope
- Provide information about services that are operational or being transitioned into the operations environment
- Contribute to the definition of services and service packages
- Develop and maintain service and service package descriptions
- Produce and maintain an accurate service catalog
- Identify interfaces, dependencies and consistency between the service catalog and the overall service portfolio
- Identify interfaces and dependencies between all services and supporting services within the service catalog and CMS
Basic Concepts
- Two-View Service Catalog: Visualizes the customers and resources of an organization
- Three-View (multi view) Service Catalog: An extension of the Two-View catalog that considers other organizations, markets or systems
Service Design Process 3: Service Level management
Purpose
- Ensure all current and planned IT Services are delivered to agreed targets
- Establish a constant cycle of negotiating, agreeing, monitoring, reporting and reviewing service level performance
- initiate actions to correct or improve service levels
Objective
- Define, document, agree, monitor, measure, report and review service performance
- Initiate corrective measures as appropriate
- Work with business relationship management to provide and improve the relationships with customers and the business
- Ensure specific, measurable targets are negotiated for all services
- Monitor and improve customer satisfaction with service quality
- Establish clear and unambiguous expectations of service performance
- Ensure targets that are met are evaluated for improvement opportunities
Scope
- SLM and Business Relationship Management
- SLM is focused on warranty and service levels delivered while business relationship management (strategic) is focused on utility
- Interfaces between these two processes must be clearly defined
- In Scope
- Negotiating and agreement of current and future SLRs and targets
- Documentation and management of SLAs of operational services
- Document and management of OLAs for all operational services
- Review of supplier agreements and UCs
- Proactive actions to improve service levels delivered
- Reporting of service level achievements
- Identification of improvement actions
- Reviewing and prioritizing improvements in the CSI register
- Out of Scope
- Negotiation and agreement of functionality or utility
- Detailed service level work performed as part of other service management processes
- Negotiation of contracts and underpinning agreements
Basic Concepts
- SLM Related Agreements
- Service level requirements (SLR)
- Service level targets (SLT)
- Types of agreements
- Service Level Agreements (SLA)
- Operational level agreements (OLA)
- Underpinning contracts (UC)
- SLA Structures
- Multi-level: Includes customer service and corporate level agreements
- 100 Services and 8 Customers and 2 Corporations
- * standard sla’s and 2 special sla’s to address special needs of Corporations
- Customer Level: One or more services appropriate to a single customer
- 100 Services and 10 Customers
- 10 SLAs (based on Customers)
- Service Level: One per service for this customer or group of customers.
- 100 Services and 10 Customers
- 100 SLAs (based on Services)
- Multi-level: Includes customer service and corporate level agreements
- The Relationship between BRM and SLM
- Focusses on overall relationship between the customer and the service provider
- Identifies customer needs and ensures the service provider can meet those needs
- Service Level Management
- Focusses on warranty-related aspects of the relationship
- Ensures agreed and achievable level of service is provided.
- This is all about negotiating the Warranty of the service
- Capacity, Availability, Security, Continuity
Service Design Process 4: Supplier Management
Purpose
- Obtain value for money from suppliers
- Provide seamless quality of IT services to the business
- Ensure all contracts and suppliers support the needs of the business
- Ensure suppliers meet their contractual commitments
Objectives
- Obtain value for money from suppliers and contracts
- Ensure contracts are aligned to business needs and support SLRs and SLAs
- Manage relationships with suppliers
- Manager supplier performance
- Negotiate and agree contracts with suppliers
- Maintain a supplier policy
- Maintain an SCMIS
Scope
- Management of all suppliers and contracts
- Adaptive based on importance of supplier
- Supplier and contract evaluation
- Development, negotiation, and agreement of contracts
- Management of disputes
- Management of subcontracted suppliers
Basic Concepts
- Underpinning contracts
- Supplier Categorizations
- Commodity Suppliers
- Operational Suppliers
- Tactical Suppliers
- Strategic Suppliers
Value and Importance | High | Operational Suppliers | Strategic Suppliers | |
Med | Tactical Suppliers | |||
Low | Commodity Suppliers | Operational Suppliers | ||
Low | Med | High | ||
Risk and Impact |
Service Design Process 5: Availability Management (part of warranty)
Purpose
- Ensure that the level of availability plans delivered matches the agreed availability needs of the business
- Meet current and future availability needs of the business
Objectives
- Produce and maintain availability plans
- Provide advice and guidance about availability issues
- Ensure that service availability matches agreed targets
- Assist with the diagnosis of availability-related problems and incidents
- Assess the impact of changes on availability
- Ensure that proactive measures are in place to improve availability
Scope:
- Reactive Activities: Monitoring, measuring, analysis and management of all events, incidents and problems involving unavailability
- Proactive Activities: These involve the proactive planning, design, and improvement of availability
Basic Concepts:
- Principles
- Component availability: Aspect of a specific element within a service
- Service Availability: At the core of customer satisfaction and business success. It involves all aspects of service availability and unavailability
- Aspects of Availability
- Availability
- Ability of an IT service or other configuration item to perform its agreed function when required.
- Reliability
- A measure of how long an IT service or other configuration item can perform its agreed function without interruption.
- Maintainability
- A measure of how quickly and effectively an IT service or toher configuration item can be restored to normal working after a failure.
- Serviceability
- The ability of a third-party supplier to meet the terms of its contract.
- Vital business functions
- Part of a business process that is critical to the success of the business.
- Availability
Service Design Process 6: Capacity Management
Purpose
- Ensure that the level of capacity delivered matches the agreed capacity needs of the business
- Meet current and future capacity needs of the business
Objectives
- Produce and maintain an up-to-date capacity plan
- Provide advice and guidance about capacity-related issues
- Ensure that service performance meets agreed targets
- Assist with the diagnosis of capacity-related incidents
- Assess the impact of all changes on capacity
- Ensure the implementation of cost-justifiable proactive measures
Scope
- Monitor patterns of business activity
- Undertake tuning activities
- Understand agreed current and future capacity needs of the business
- Influence demand for services
- Produce and update a capacity-related incident plan
- Proactively improve service and component capacity
Basic Concepts
- Business capacity management: The business capacity management sub-process translates business needs and plans into requirements for services and the IT infrastructure.
- Service capacity management: The service capacity management sub-processes manages, controls, and predicts the overall end-to-end performance of operational services delivered by the service provider to its customers.
- Component Capacity Management: the component capacity management sub processes manage, controls, and predicts the performance individual IT components in support services.
Service Design Process 7: IT Service Continuity Management
Purpose
- Support the overall business continuity management process
- Ensure that the service provider can deliver minimum agreed business continuity-related service levels.
Objectives
- Produce and maintain a set of IT service continuity plans that support overall business continuity plans
- Complete regular business impact analysis exercises
- Conduct risk assessment and management activities
- Ensure appropriate continuity mechanisms are put into place to meet or exceed business continuity requirements
- Assess the impact of changes on continuity plans
- Work with supplier management to negotiate for any necessary supplier recovery capabilities
- Provide advice and guidance on continuity-related issues
Scope
- Agree with the business the scope of continuity activities
- Conduct business impact analysis activities
- Conduct risk assessment and management activities
- Produce an overall ITSCM strategy
- Produce and ITSCM plan that is integrated with other continuity plans
- Regularly test and improve continuity plans
Basic Concepts
- Business impact analysis
- Risk assessment
Service Design Process 8: Information Security Management
Purpose
- Aligns IT security with business security
- Ensure confidentiality, integrity and availability of assets, information, data and IT Services
Objectives
- Ensure confidentiality of information
- Ensure integrity of information
- Ensure availability of information
- Ensure the authenticity of business transactions and exchanges
Scope
- Focal point for all IT security issues
- Business security policy and plans
- Current business operations and security requirements
- Future business plans and requirements
- Legislative and regulatory requirements
- Security obligations within SLAs
- Business and IT risks and their management
Basic Concepts
- Plan
- Implement
- Maintain
- Evaluate
- Control