Service Design

Service Design

1. design of new services or changes to existing services

2. Purpose

   • design IT sevices to realise the strategy
   • ensure quality & cost-effective service delivery, customer satisfaction

3. Objective

   • design IT services so that they will require minimal improvement

4. Business Value

   • provision of quality, cost-effective services
   • reduced total cost of ownership
   • improved service & operational quality
   • improved consistency of service
   • easier implementation of services
   • services more aligned to business needs & SLAs
   • improved IT governance
   • more effective processes and service management
   • improved information and decision-making

5. 4Ps

   • The organisation of People
   • Relevant documentation for Processes
   • The Product/Services and relevant technologies and tools
   • The Partners: suppliers, manufacturers & vendors
   • effective use of the 4Ps are essential for success

6. Service Design Package (SDP)

   • documents which define aspects & requirements of an IT service
   • Each new service or plans for major changes or service retirement should have an SDP
   • passed to Service Transition & Service Operation
   • May include: Business Case, Functional Requirements, Test Plans, etc

7. 5 Aspects of Service Design

   • [S]ervice Solutions
   • [T]ools & service management systems
   • [A]rchitectures, technology & management tools the services require
   • [M]easurement systems, methods and metrics
   • [P]rocesses needed to design, transition, operate & improve the services
   • holostic approach incorporating all 5 aspects into service design

8. Scope

   • includes the design of new services, as well as changes and improvements to existing ones to meet business requirements

9. Processes

   • Design Coordination
   • Service Catalog Management
   • Service Level Management
   • Availability Management
   • Capacity Management
   • IT Service Continuity Management
   • Information Security Management
   • Supplier Management