1. Service Design

2. 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

3. 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

4. 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

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

6. 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.

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

8. 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.

9. 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

10. 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.

11. 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

12. 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

13. 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.

14. 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)

15. 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.

16. 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

17. 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

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

19. 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

20. 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

21. 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.

22. 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)

23. 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.

24. 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

25. 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.

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

27. 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

28. 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.

29. 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

30. 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

31. 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

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

33. 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

34. 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

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

36. 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

37. 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.

38. 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.