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Welcome

Service DesignWhere value is designed

© ITSM Academy, Service Design 1109

About ITSM Academy

Accredited EducationITIL® Foundation

Ft. Lauderdale, Dallas & Washington, DC - PublicITIL Foundation

ITIL® Foundation and Managers Bridge

ITIL® Lifecycle, Capability and MALC

ITIL® Practitioner Service Manager (V2)

Corporate on-site ClassesVirtual ClassesCourseware LicensingITIL® Practitioner, Service Manager (V2)

Certified Process Design Engineer (CPDE)®

Microsoft Operations Framework (MOF) Foundation

Courseware LicensingAlumni ProgramPMI Global Education ProviderFederal Go ernment (GSA) Foundation

ISO/IEC 20000 Foundation

PMI PMP Exam Prep

Practical Value Add Workshops

Federal Government (GSA) Contractor Certified Woman-OwnedT f th d f l Practical, Value-Add Workshops

Apollo 13 - an ITSM Case Experience™

Visible Ops: The Class

ITIL MOF ISO 20K A

Tens of thousands of learners trained since 2003

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ITIL, MOF, ISO 20K Awareness

And More! Welcome!

Agenda

Service DesignPurposeScope

Where to beginRole of Service Design processes

You are here

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© Crown copyright 2007. Reproduced under license from OGC.

Service DesignPurpose, Goals and Objectives

Design new or changed services for introduction into the live environmentDesign services that

Satisfy business objectivesCan be easily developed and enhancedCan be easily developed and enhancedAre secure and resilient

Identify and help remove or mitigate risksProduce IT plans, policies and standardsDevelop the skills and capability within IT needed to efficiently and effectively use IT resourcesy yScope includes:

Significant changesAll aspects of design

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All aspects of design

Where to Begin? – Service Strategy

Service Portfolio, Financial and Demand Management help balance

Business requirementsIT’s capabilities and resources to deliver valuable services

S i St t d fi li i Service Strategy defines policies, guidelines and processes across the service lifecycleservice lifecycle

Service Strategy helps service providers determine what

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services to offer and to whom.

Five Aspects of Service Design

Service solutions designDesign services based on business requirements

Service management systems and tools designDesign tools needed to manage, control, support services

Technology architectures designD i h l i d d id iDesign technologies needed to provide services

Process designDesign ser ice management processesDesign service management processes

Measurement systems and metrics designDesign metrics to assess performance

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Design metrics to assess performance

Service Catalog Management Goals and Objectives

Service Catalog Management provides a single source of i f ti f ll d i

Manage the Service Catalog to ensure

information for all agreed services.

Manage the Service Catalog to ensure accurate and current service details, statuses, interfaces and dependenciesEnsure the Service Catalog is available to approved parties

The Service Catalog may initially consist of a matrix, table or spreadsheet Many organizations integrate and maintain their

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spreadsheet. Many organizations integrate and maintain their Service Portfolio and Service Catalog as part of their CMS.

Service Level Management Goals and Objectives

Service Level Management (SLM) ensures an agreed level of service is provided for all current and future services

Define, negotiate, agree, monitor, measure, d i i l l

service is provided for all current and future services.

report on and review service levelsManage business and customer relationshipsDevelop specific and measurable SLA targetsDevelop specific and measurable SLA targetsMonitor and improve customer satisfactionEnsure clear service level expectationsEnsure clear service level expectationsImplement proactive and cost-justified improvements

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SLM can be described in two words: building relationships.

SLM and the Warranty Processes

PlanImprove

Service Level Requirements

(SLRs) AvailabilitySLRs

Service Level Management

Improve

Define Negotiate

CapacityOptions/CostsSLAs, OLAs, Negotiate

Agree ContinuityTargets, ,

Contracts

AchievementsSecurityMonitor

ReportReview

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ReviewMonitorMeasure

Availability Management (AM) Goals and Objectives

ObjectivesProduce an Availability PlanProvide business and IT advice on availability issuesAssess the impact of changes Ensure availability meets agreed targetsAssist with resolution of incidents and problemsImplement proactive and cost-justified improvementsp p j p

Availability Management ensures the level of service availabilitydelivered matches or exceeds the current and future agreed

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delivered matches or exceeds the current and future agreedneeds of the business in a cost-effective way.

Capacity Management Goals and Objectives

Capacity Management ensures that the capacity and performanceof IT services and systems matches the evolving agreed needs of

Objectives

the business in the most cost-effective and timely manner .

Produce and maintain a Capacity PlanAdvise on capacity and performance-related issuesAssess the impact of changesEnsure performance achievements meet targets A i i h l i f i id d blAssist with resolution of incidents and problemsImplement proactive and cost-justified improvements

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Capacity Management balances supply against demand.

ITSCM Goals and Objectives

To support overall Business Continuity Management by ensuring the required IT technical and service facilities can be

recovered within required and agreed business timescales.

ObjectivesM i t i ITSCM l th t t B i C ti it PlMaintain ITSCM plans that support Business Continuity PlansComplete regular Business Impact Analysis (BIA) exercisesConduct regular risk analysis and management exercisesConduct regular risk analysis and management exercisesProvide business and IT advice on continuity issuesEnsure continuity and recovery mechanisms are in placeAssess impact of changes on ITSCM and recovery plansImplement proactive and cost-justified improvements

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Negotiate necessary contracts with suppliers

Information Security Management (ISM) Goals and Objectives

The goal of ISM is to align IT security with business security and ensure information security is effectively managed in all

ISM protects the

service and service management activities.

pInterests of those relying on informationSystems and communications that deliver informationinformationConfidentiality, integrity and availability (CIA) of information

ISM ISM ensures Security risks are managed Information resources are used

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responsibly

Supplier Management Goals and Objectives

Supplier Management manages suppliers and their services to provide seamless IT service quality and ensure value for money.provide seamless IT service quality and ensure value for money.

Ensure underpinning contracts and agreements align with business needs SLRs and SLAs with business needs, SLRs and SLAs Manage supplier relationships and performanceN ti t d t tNegotiate, agree and manage contractsMaintain a supplier policy and supporting Supplier

d C t t D t b (SCD)and Contract Database (SCD)

External suppliers, manufacturers and vendors are

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External suppliers, manufacturers and vendors are essential to quality service provision.

Service Design Value

Reduced total cost of ownership (TCO)Improved service quality, consistency, alignment, governance and performanceI d i f ti d d i i kiImproved information and decision makingEasier implementation of new or changed services M ff ti i t d IT More effective service management and IT processes

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Want to Learn More?

In the CatalogITIL Foundation / BridgeITIL Foundation / BridgeITIL Capability / LifecycleITIL Service Manager BridgeITIL Managing Across the Lifecycle (MALC)

ITIL Library, itSMF Pocket Guides, etc.C tifi d P D i E i (CPDE)®Certified Process Design Engineer (CPDE)®

ISO/IEC 20000 (ISO 20K) FoundationMOF 4.0 Foundation

Coming Soon

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Coming SoonISO 20K Professional Level Modules

ITIL® Bridging Scheme

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V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing Across the Lifecycle courses in order to achieve ITIL Expert certification.

ITIL® Certification Scheme

ITIL E t

Advanced

Managing Across the Lif l

5 pointsExpert

Service Offerings and Agreement (SOA)

Lifecycle

3 points each 4 points eachCSI

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)

Service Offerings and Agreement (SOA)

SSSD

ST SO

Lifecycle Stream Capability Stream

Operational Support and Analysis (OSA)

a g, otect o a d Opt at o ( O)

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2 points © ITSM Academy 2008

ITSM Academy Affiliates

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