As explained in my first two articles, Service Design is one of the core publications of ITIL. You can see my previous two articles to know more about ITIL approach and Service Strategy. ITIL has 5 core publications out of which I have covered the first one in my other article - Service Strategy.
Please refer the below two articles of mine to know more about it.
ITIL V3 Foundation or ITIL 2011
ITIL V3 Foundation or ITIL 2011 - Service Strategy
In this article, I am going to cover the process flow of Service Design and its each component in detail.
The main objective of Service Design is to design new or existing but most desirable and accepted IT services. Its scope is the introduction of new services, changes to be brought to improve the existing IT services.
There are 11 stages of ITIL Service Design publication. They are as follows:
1. Design Coordination
2. Management of Service Catalog
3. Service Level Agreement Management
4. Risk Management
5. Capacity Management
6. Availability Management
7. Continuity Management of IT Services
8. Information Security Management
9. Compliance Management
10. Architecture Management and
11. Supplier Management
Let's look at each of the processes in detail and understand how they contribute to best IT services delivery in an organization.
It coordinates all the events and activities of Service Design processes and resources. It designs new or changed IT services, information systems, processes, technology and metrics in an organization.
The Service Design Manager is responsible for the designing of resources, assets, an effective method of designing new or changed IT services across infrastructure services for smooth transition of IT projects. He plans a detailed designing and chooses the relevant methods to consider at the time of Service Design.
He coordinates and monitors all the service designs to ensure that they meet the customer needs and expectations. If required, he also proposes the clients the new or changed design by negotiating with them.
He also contributes to the new technical infrastructure creation if required during the process of Service Design and also proposes organizational changes.
After performing all the above activities, he prepares a Service Design Package and submits for review by submitting a formal Request for Change (RFC).
Note: The service design manager could one or two or a group of team members performing all the above activities.
Management of Service Catalog
It contains important information of all ITSM (Information Technology Service Management)processes. It is maintained to ensure the accuracy of operation information in order to run the services smoothly in an organization. It has the services details, status and how all the services are interdependent on each other in an organization.
The Service Catalog manager is responsible to maintain the catalog and ensures that it's always updated with the upcoming processes, records them and also accuracy.
Service Level Agreement Management
This process includes the negotiation of service level agreements with the customers or clients, designing the services as per their conversation with client to meet the agreed targets. It's also responsible to ensure that the operational level services are appropriate. It also monitors the SLA.
It maintains the Service Level Management (SLM) by aligning the Customer Agreement Portfolio which contains the agreed metrics target with the SLM templates which is nothing but a documentary.
It identifies service requirements by negotiating and understanding the services required from customer's point of view and documents them. The documentary is then sent to all the levels of ITSM to ensure smooth delivery of services as per client needs. If required it also proposes change or a potential change in an existing IT service and sees that the proposal is technically and financially achievable.
When the document prepared in the above is approved and agreed by both Operations and customer. It ensures that all Operation Level Agreement (OLAs) and Service Level Agreement (SLA) are signed by Service owners and customer respectively. It also ensures that the contract fulfills all the Service Level Criteria.
To monitor the agreed and actual Service Level Agreements, it prepares Service Level Report and circulates it to the customer and all those parties involved for improving the services and let them know about the lags if any.
This process involves the identification, assessment and control of risks involved during the process of Service Design of ITSM. It does an analysis of value of resources or assets, identification of threats and evaluates the impact and risk of each threat to any asset in an organization.
It determines how much risk is involved in a process implementation, is the organization ready to accept the risk and who would take the responsibility to manage the risks.
It performs Risk analysis and determines the business impact due to that risk. It determines how much business impact would be involved if the risk is causing a loss to the service or asset of the organization and possibility of the threat if that would really take place. It prepares a Risk register which contains the list of risks on the basis of priority to be addressed.
It identifies and approaches the risk owners who could be responsible and helpful in risk reduction or control during the ongoing activity and maintenance.
It monitors risk and takes corrective action wherever necessary.
This process helps in seeing that the capacity of IT services and the IT infrastructure to deliver the agreed SLA and also achieve the target in a timely and cost effective manner. It takes into account all the assets or resources in an organization to be able to deliver the agreed service levels and also plans business requirements at regular intervals of time.
It not only manages the delivery of services according to the business needs of the customer in a present situation but also plans to continue delivering by doing a long term planning. It does short term and medium term planning too based on the contract of the organization with the customer or on the long or short term projects.
It manages the performance of IT services by taking proactive and reactive measures to ensure the smooth delivering of services as per agreed service levels target. It manages the IT resources and components utilization to ensure service delivery.
It prepares capacity report and circulates it to the IT management, Resource management, Component management, Human resource management, etc., so that the capacity of the organization is no less in meeting the target and achieving the agreed service levels to ensure smooth delivery of services and adding value to the services for the best customer satisfaction and retention.
This process involves defining, analysis, planning, measuring and improving the availability of IT services required to meet the client's needs. It's responsible to ensure al the IT infrastructures, tools, roles, etc., are available to meet the agreed target.
It sets the technical guidelines to achieve the required availability levels like application development or outsourcing of external Infrastructure components.
It guides Service Desk Department to manage the minor incidents and to make sure these incidents do not become major. It guides SD to decide on the priority and severity of the incident.
It manages Management Information System (MIS) at various locations and plans availability of resources to meet client needs.
It manages regular security mechanism by working in coordination with Information Security Management team in an organization.
It maintains report of infrastructure resources and component availability and circulates it all the concerned departments.
It sets rules and criteria for event filtering used by Event Management System. It performs Event filtering to determine its significance.
It designs SOPs and process flows and maintains a proper documentation for the convenience of IT Infrastructure services.
It creates Recovery Plan to help IT Service Continuity Management. The plan will have instructions to restore the services which have gone bad.
It prepares a test report for testing and analysis of services.
This process involves management of risks which could create a potential impact on IT Services. It ensures to provide minimum agreed service levels during disasters. It reduces the risk to an acceptable stage and plans the recovery of IT Services.
It has to be designed in such a way that it supports Business Continuity Management.
It ensures that IT staff is aware of their duties and responsibilities during disasters and availability of resources during the same.
It designs cost effective business continuity mechanisms to meet the agreed business continuity service level targets during disasters, also designs risk reduction measures and also recovery plans.
It does regular testing of the disaster mechanisms and recovery plans during normal times to ensure business continuity during disasters.
Information Security Management
It is responsible for the security of organization's data, information, etc., by making sure that the data remains confidential and maintains integrity.
It is a very important part of an organization's security management.
It designs security controls to maintain integrity and confidentiality of data and information in the organization.
It does regular testing of security mechanisms. It detects and attacks the intrusions happening in the company by security breaches, firewall, etc.
It reviews, tests and manages security measures and procedures to maintain security of assets in the company.
It checks that the IT services, procedures, processes do comply with the company's legal requirements. It reviews documents and makes sure that Infrastructure complies with them on regular basis.
It maintains a set of company's rules and regulations and compliance register.
It defines the future development of IT with the help of Service Strategy being practised in the company.
It makes sure that the agreements and contracts with the suppliers meet the business requirement of the customer and also that the suppliers meet their contractual agreements with the company.
It provides supplier's management design and chooses the best and most cost effective for the company to deliver services and value based on customer needs.
It does contract review with the suppliers and also sees the order processing during the process. It negotiates with the suppliers and signs the contract.
So, this was the detailed explanation of ITIL Service Design Publication. It's very widely used across the globe.
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