ITSP L04 - Service Design (OL)

8/10/2019 ITSP L04 - Service Design (OL)

1/38


2/38

4-1 Overview and

Principles

Service design overview

Service design principles


3/38

ITIL Design overview

Service strategy is the

second stage of the servicelifecycle, following on froservice strategy

Service design: to

design new orchanged services,together with ITpractices, processes

and policies, forintrod!ction into thelive environent

The o"#ective of service

design is to design e$ectiveIT services that re%!ireinial iproveent d!ringtheir lifecycle

P!rpose &'planation

The initial service design is "ased on: f!nctional re%!ireents re%!ireents within service level

agreeents

"!siness "ene(ts, and overall design constraints


4/38

ervice sol!tions ools and Service )anageent systes

rchitect!res

eas!reent systes

rocesses

ST

*

)

P

ST*)P + The (ve aspects of design


5/38

The (ve aspects of design

Service solutions for new or changed servicese%!ireents for newchanged services are ta.en

fro the service portfolio/ The newchanged service!st "e consistent with all other services

The management information systems andtools, especially the service portfolioThe

anageent inforation systes !st "e capa"leof s!pporting the newchanged service

The technology architectures andmanagement architectures )!st "e consistent

with the new or changed service and have thecapa"ility to operate and aintain the new service

The processes requiredThe processes, roles,responsi"ilities and s.ills !st "e a"le to operate,

s!pport and aintain the newchanged service


6/38

People

PartnersS!ppliers

Prod!ctsTechnologyProcesses

Interaction of the fo!r Ps of design

Adapted from Figure 4.2 Introduction to ITIL Service Lifecycle2011 edition a e 7


7/38Adapted from Figure 4.! Introduction to ITIL Service Lifecycle

Service coposition

#T servicemanagement

$equirements%demand&

'delivered to (usinesscustomers)

*usiness servicemanagement


8/38

4-0 Service design

processesDesign coordination

Service catalog!e anageent

Service level anageent*vaila"ility anageent

apacity anageent

IT service contin!ity anageent

Inforation sec!rity anageent

S!pplier anageent


9/38

Service

atalog!e)anage

ent

Service Level)anageent

S!pplier)anageent

apacity

)anageent

Design coordination

Service +atalogue

Service esign -acages 'S-s)

$F+s to transition or deploy newor changed services

esigns for service transitionprocesses / procedures

S0As, 10As, underpinningcontracts

Design

Sol!tion

2egotia

te3 *gree

*vaila"ility

)anageent

Inforation

Sec!rity)anageent

IT Service

ontin!ity

Service Design Overview

1utputsto

ServiceTransitio

n


10/38

Design coordination


11/38

Design coordination

Design coordination provides andaintains a single point of coordinationand control for all service designactivities, processes and reso!rces

Design coordination ens!res theconsistent and e$ective design of new orchanged services, service anageentinforation systes, architect!res,technology, processes, inforation andetrics

P!rpose

O"#ectiv

e


12/38

Service catalog!e

anageent


13/38

The Service atalog!e

Service catalogue: a data"ase or str!ct!reddoc!ent with inforation a"o!t all live IT services

incl!ding those availa"le for deployent

The service catalog!e is a part of the service

portfolio and contains inforation a"o!t two typesof IT service:

+ustomerfacing servicesthat are visi"le tothe "!siness, and

Supporting services re%!ired "y the serviceprovider to deliver c!stoer-facing services


14/38

Service atalog!e )anageent

Service catalogue management: the process forproviding and aintaining the service catalog!e

and for ens!ring it is availa"le to those a!thorisedto access it

To provide a single so!rce of consistent

inforation on all the agreed services andens!re that it is widely availa"le to thosethat are approved to access it

P!rpose

O"#ectiv

e To anage the inforation containedwithin the Service atalog!e and ens!re itis acc!rate and reects the c!rrent detailsof all services that are "eing r!n, or "eingprepared to r!n, in the live environent


15/38


16/38

Business/customer service catalogue view

Technical/supporting service catalogue view

7!sinessProcess 1

7!sinessProcess 0

7!sinessProcess 8

Service * Service 7 Service Service D Service &

Service 1 Service 0 Service 4Service 8 Service 9

* saple two-view service catalog!e

Service assetscon(g!ration

records

Lin.s torelated

inforation

Adapted from Figure 4.4 Introduction to ITIL Service Lifecycle


17/38

Service level anageent


18/38

Service Level )anageent

Service level management: the processresponsi"le for negotiating service level

agreeents and ens!ring these are et

To ens!re that all c!rrent and planned IT

services are delivered to agreedachieva"le targets

P!rpose

O"#ectives

Deterine and doc!ent IT servicelevel responsi"ilities and targets within

Service Level *greeents 5SL*s6 andService Level e%!ireents 5SLs6

)onitor 3 report on act!al vers!sagreed service levels

Initiate service iproveent


19/38

*n agreeent "etween anIT service provider andanother part of the saeorganiation that assistswith the provision of ITservices

ontains targets that!nderpin those of the SL*

an incl!de non-IT parts ofthe sae organiation,s!ch as ;,


20/38

+ustomer

Service -rovider

's)

Supplier

S0A

+

Service

Des.IT Ops10A

*ligning the three types of s!pporting agreeents


21/38

Service-"ased SL*

!stoer-"ased SL*

)!lti-level SL*

&ail

Des.top

=ireless

orporate level

!stoer level

Service level


22/38

S i L l * t ) it i 5SL*)6 h t


23/38

Service Level *greeent )onitoring 5SL*)6 chart

t t f S i L l * t


24/38

Parties Involved

esponsi"ilities of each ontact points 3

escalation

Disp!te resol!tion

Details of Service to

"e provided Scope

Service ho!rs

*vaila"ility

elia"ility S!pport

Thro!ghp!t

Transaction responseties

7atch t!rnaro!nd ties

hange )anageent

IT service contin!ityand disastercontingency plans

harging

Sec!rity

Printing

)aintaina"ility andservicea"ility

Service reporting and

reviewing *ppendices

?lossary

*endent Sheet

ontents of Service Level *greeent


25/38

*vaila"ility anageent

* il "ilit t


26/38

*vaila"ility anageent

Availa(ility management: the process forens!ring IT services eet the c!rrent and f!t!reavaila"ility needs of the "!siness in a cost-e$ective and tiely anner

*vaila"ility is deterined "y:

$elia(ility- how long an IT service orcon(g!ration ite can perfor its f!nctionwitho!t interr!ption

5aintaina(ility+ how %!ic.ly and e$ectively

an IT service or con(g!ration ite can "erestored to noral wor.ing after a fail!re

Servicea(ility+ a"ility of a third-partys!pplier to eet the ters of its contract

-erformance+ what is achieved or delivered +

* il "ilit


27/38

*vaila"ility is !s!ally calc!lated as a percentage

*vaila"ility5@6A

*greed Service Tie 5*ST6 +Downtie

*greed Service Tie 5*ST6

B1CC

*vaila"ility

Availa(ility: The a"ility of an IT service or other

con(g!ration ite to perfor its agreed f!nctionwhen re%!ired


28/38

apacity anageent

apacity anageent


29/38

apacity anageent

+apacity management: the process forens!ring the capacity and perforance of the IT

services and systes atch the evolving agreeddeands of the "!siness in a cost-e$ective andtiely anner

apacity anageent is a "alancing act:

*alancing costs against resources needed+ ens!re processing capacity is cost-#!sti(ed inters of "!siness need and ecient !se ofreso!rces

*alancing supply against demand+ ens!reavaila"le s!pply of IT processing poweratches the c!rrent and f!t!re deandsade on it+apacity: The a'i! thro!ghp!t a

con(g!ration ite or service can deliver/


30/38

IT service contin!ity

anageent


31/38


32/38

Inforation sec!rity

anageent



33/38


#nformation security management: theprocess for ens!ring that the con(dentiality,integrity and availa"ility of an organisationEsassets, inforation, data and IT services atchthe needs of the "!siness

Inforation sec!rity anageent s!pports"!siness sec!rity and has a wider scope thanthat of the IT service provider, and incl!deshandling of paper, "!ilding access, phone calls,etc/ for the entire organisation



34/38



35/38

S!pplier anageent


36/38

S!pplier anageent

Supplier management: the process foro"taining val!e for oney fro s!ppliers,ens!ring all contracts and agreeents withs!ppliers s!pport the needs of the "!siness, andthat all s!ppliers eet their contract!alo"ligations


37/38

eadings


38/38

eadings

#ntroduction to the #T#0 Service 0ifecycle

'2"" edition):hapter 4: *ll

#T#0 Foundation and(oo 'updated to the2"" sylla(us):

hapter 8: *ll

Documents

ITSP L04 - Service Design (OL)