ITIL Service Design and Processes

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)
  • 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