1. Service Design Figure 3.4 Service Relationships & Dependencies

2. Service Design Figure 3.4 Service Relationships & Dependencies

3. Service Design Figure 3.4 Service Relationships & Dependencies Business Process 3 2 1 Business Process 6 5 4 Business Process 9 8 7 Business Unit A Business Unit B Business Unit C All All design activities are triggered by changes in business needs or service improvements. The The three main concerns facing executive management today are compliance with government regulations, cost reduction and increased revenue generation generation.

4. Service Design Figure 3.4 Service Relationships & Dependencies Business Process 3 2 1 Business Process 6 5 4 Business Process 9 8 7 Business Unit A Business Unit B Business Unit C Service C B A SLAsServices are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An SLA is a part of a service contract where the level of service is formally defined.

5. Service Design Figure 3.4 Service Relationships & Dependencies Business Process 3 2 1 Business Process 6 5 4 Business Process 9 8 7 Business Unit A Business Unit B Business Unit C Service C B A SLAs Environment Data Applications System S/W DBMS System H/W NetworksInfrastructureWithin the specific area of technology there are four separate technology domains that will need to be addressed, as they are the supporting components of every service and contribute to its overall performance: Infrastructure: Infrastructure: the management and control of all infrastructure elements, including mainframes, servers, network equipment, database systems, storage area networks (SANs), network-attached storage (NAS), systems software, utilities, backup systems, firewalls, development and test environments, management tools, etc. Environmental: Environmental: the management and control of all environmental aspects of all major equipment rooms, including the physical space and layout, power, air conditioning, cabling, physical security, etc. Data: Data: the management and control of all data and information and its associated access, including test data where applicable Applications: Applications: the management and control of all applications software, including both bought-in applications and in-house developed applications software.

6. Service Design Figure 3.4 Service Relationships & Dependencies Business Process 3 2 1 Business Process 6 5 4 Business Process 9 8 7 Business Unit A Business Unit B Business Unit C Service C B A SLAs Environment Data Applications System S/W DBMS System H/W NetworksInfrastructure UCs Supporting Service C B A OLAs It is also essential that all targets contained within supporting agreements, such as OLAs and contracts, underpin those agreed between the service provider and its customers.

7. Service Design Figure 3.4 Service Relationships & Dependencies Business Process 3 2 1 Business Process 6 5 4 Business Process 9 8 7 Business Unit A Business Unit B Business Unit C Service C B A SLAs Environment Data Applications System S/W DBMS System H/W NetworksInfrastructure UCs Supporting Service C B A OLAs Teams SuppliersSupporting Teams and Suppliers and Vendors are also key stakeholders when designing services. Their relationship and obligations in the design of services are formally expressed in Operating Level Agreements and in contracts underpinning the provisioning of services by outside service providers.

8. Service Design Figure 3.4 Service Relationships & Dependencies Business Process 3 2 1 Business Process 6 5 4 Business Process 9 8 7 Business Unit A Business Unit B Business Unit C Service C B A SLAs Environment Data Applications System S/W DBMS System H/W NetworksInfrastructure UCs Supporting Service C B A OLAs Teams SuppliersNo service can be designed, transitioned and operated in isolation. The relationship of each service to its supporting components and services must be clearly understood and recognized by all people within the service provider organization organization.