W l
S i D i
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
2© ITSM Academy, Service Design 1109 2
ITIL, MOF, ISO 20K Awareness
And More! Welcome!
Agenda
Service DesignPurposeScope
Where to beginRole of Service Design processes
You are here
3© ITSM Academy, Service Design 1109 3
© 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
4© ITSM Academy, Service Design 1109 4
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
5© ITSM Academy, Service Design 1109 5
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
6© ITSM Academy, Service Design 1109 6
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
7© ITSM Academy, Service Design 1109 7
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
8© ITSM Academy, Service Design 1109 8
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
9© ITSM Academy, Service Design 1109 9
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
10© ITSM Academy, Service Design 1109 10
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
11© ITSM Academy, Service Design 1109 11
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
12© ITSM Academy, Service Design 1109 12
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
13© ITSM Academy, Service Design 1109 13
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
14© ITSM Academy, Service Design 1109 14
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
15© ITSM Academy, Service Design 1109 15
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
16© ITSM Academy, Service Design 1109 16
Coming SoonISO 20K Professional Level Modules
ITIL® Bridging Scheme
17© ITSM Academy, Service Design 1109 17
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)
18© ITSM Academy, Service Design 1109 18V3 Foundation
2 points © ITSM Academy 2008
ITSM Academy Affiliates
19© ITSM Academy, Service Design 1109 19