Service Design

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

Service Design objective ITIL Foundation Responsible for the design of new or changed services going into a live environment. Ensure designs are consistent, compatible and capable. Evaluation and establishment of policies/procedures for new or changed services. Key output of Service Design – Design solutions to meet the changing requirements of the business. It ensures that New or changed services are consistent with all other services Existing processes should be able to operate, support and manage the new or changed services

Service Design objective ITIL Foundation In case not, The design of the service should be revised. The abilities of the existing processes should be expanded

Based on ITIL/AXELOS Material The Four Ps ITIL Foundation People Processes Products/Technology Partners/Suppliers Based on ITIL/AXELOS Material

The Four Ps ITIL Foundation people: the people, skills and competencies involved in the provision of IT services products: the technology and management systems used in the delivery of IT services processes: the processes, roles and activities involved in the provision of IT services partners: the vendors, manufacturers and suppliers used to assist and support IT service provision.

Aspects of Service Design ITIL Foundation Service Solutions Management Information Systems and tools (Service Portfolio) Technology and management architectures Processes Measurement methods and metrics

Service Design Package ITIL Foundation Service Design Package defines all aspects of an IT service and its requirements through each stage of the lifecycle. It is a single package which has a list of all the IT services and the requirements been shared by the customer. This is normally made after the designing part is done.

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

Design Coordination ITIL Foundation The purpose of design coordination process is to ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within the stage of the service lifecycle.

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

Service Level Management ITIL Foundation The purpose of the SLM process is to ensure that all current and planned IT services are delivered to agreed achievable targets. Value to Business: Consistent interface Agreed service targets Feedback when targets are achieved Reliable communication channel and a trusted relationship

Key Concepts and Definitions ITIL Foundation Service Level Requirements (SLRs) Data gathering Service Level Targets (SLTs) What you plan. It is not a document Service Level Agreement (SLA) Formal documents Operational Level Agreement (OLA) It is within the organization with other teams Underpinning Contract Only with the supplier Service Improvement Plan (SIP) Once a year a plan is made for improvement Service Review Job of service level manager to review once a year.

Types of SLAs Service-based SLAs (1 Service, 1 SLA) ITIL Foundation Service-based SLAs (1 Service, 1 SLA) Customer-based SLAs (Customized as per requirement) Multi-level SLAs Service (1 Service, Multiple flavors) Customer (Difference will be the response time) Corporate (Hybrid; Combination of both)

Relationship with Other Processes ITIL Foundation Relationship with Other Processes SLM is linked with the following processes Business Relationship Management Service Catalogue Management Incident Management Supplier Management Availability, Capacity, IT Service Continuity Information Security Management.

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

Supplier Management Supplier ITIL Foundation Supplier A third party responsible for supplying goods or services that are required to deliver IT Services. Related Terms Vendor Service Provider Contractor

Based on ITIL/AXELOS Material Supplier Management ITIL Foundation Based on ITIL/AXELOS Material

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

Service Catalogue Management ITIL Foundation Service Catalogue Management (SCM) is to provide a single, consistent source of information on agreed services. Goal is to ensure that Service Catalogue is produced and maintained, containing accurate information on All operational Services Services being prepared to be run operationally Objective Ensure that information in the Service Catalogue is in current state. It should reflects details, status, interfaces and dependencies of all services

Service Catalogue Management ITIL Foundation Service Catalogue Management The purpose of the Service Catalogue Management process is to provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it.

Service Catalogue Management ITIL Foundation Service Level Management (SLM) is to ensure that all operational services and their performance are measured in a consistent, professional manner Future services are delivered to agreed achievable targets. Monitor and improve customer satisfaction Implementing proactive measures to improve the level of service Service Level Agreements (SLA) Operational Level Agreements (OLA) Service Improvement Plan (SIP)

Service Catalogue Management ITIL Foundation Service Level Agreements (SLA) : An agreement between an IT service provider and a customer. A single SLA may cover multiple IT services or multiple customers. Operational Level Agreements (OLA): An agreement between an IT service provider and another part of the same organization. Service Improvement Plan (SIP): A formal plan to implement improvements to a process or IT Services.

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

Capacity Management ITIL Foundation The purpose of the Capacity Management process is to ensure that the capacity of IT Services and the IT infrastructure meets the agreed capacity and performance related requirements in a cost-effective and timely manner.

Based on ITIL/AXELOS Material Capacity Management ITIL Foundation Based on ITIL/AXELOS Material

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Service Design Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

Availability Management ITIL Foundation The purpose of the availability management process is to ensure the level of availability delivered in all IT Services meets the agreed availability needs or service level targets in a cost-effective and timely manner.

Availability Management ITIL Foundation Availability Management Availability Service Availability Component Availability Reliability Mean Time Between Failure (MTBF) Mean Time between Service Incidents (MTBSI) Maintainability Mean Time to Restore Service (MTRS) Serviceability

Formula’s Availability Agreed Service Time (AST) – Downtime AST x 100 ITIL Foundation Availability Reliability (MTBF) in hours Agreed Service Time (AST) – Downtime AST x 100 Available time in hours – Downtime in hours Number of breaks

Formula’s - 2 Reliability (MTBSI) in hours Available time in hours ITIL Foundation Reliability (MTBSI) in hours Maintainability (MTRS) in hours Available time in hours Number of breaks Total downtime in hours Number of Service breaks

Availability Management ITIL Foundation Type of Activities in Availability Management Reactive Activities Proactive Activities Vital Business Functions (VBFs)

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Service Design Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

IT Service Continuity Management ITIL Foundation IT Service Continuity Management The purpose of the IT Service Continuity management process is to support is to overall support the Business Continuity Management Process. It also helps managing the risks involved in providing IT Services. Plan and prepare of the recovery of IT Services Disaster recovery

IT Service Continuity Management ITIL Foundation Business Impact Analysis Risk Analysis IT Service Continuity Plan Business Continuity Plan [Not IT’s responsibility]

Service Design Objective & Purpose Processes Design Coordination ITIL Foundation Objective & Purpose Processes Design Coordination Service Level Management Supplier Management Service Catalogue Management Capacity Management Availability Management IT Service Continuity Management Information Security Management

Information Security Management ITIL Foundation The purpose of the information security management process is to align IT security with business security and ensure that the confidentiality, integrity and availability of the organization’s assets, information, data and IT Services always matches the agreed needs of the business.

Information Security Policy ITIL Foundation Information Security Management activities should be focused on and driven by an overall information security policy and a set of underpinning specific security policies. The policy should cover all areas of security, be appropriate, meet the needs of the business.