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)
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.
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
Managing the process of coming into being since 1994