SERVICE DESIGN INPUTS AND OUTPUTS

Business Requirements Stage should consist of:

Appointment of a Project Manager Identification of Stakeholders Requirements analysis, prioritization, agreement

and documentation

Determination and agreement of outline budgets and business benefits

Resolution of potential conflict between business units and agreement on corporate requirements

Sign-off process for the agreed requirements Development of a customer engagement plan

Information on Requirements of New Services

Facilities/ Features and Functionality required (Utility)

Management Information and Management needs required

Business Processes supported, Dependencies, Priorities, Criticality and Impact

Business Cycles and Seasonal Variations

SLRs and Service Level Targets (Warranty)

Business Transaction Levels, numbers and types of users + future growth

Business justification, including Financial and Strategic aspects

Level of business capability or support to be provided

MANAGEMENT OF DATA AND

INFORMATION

Defining tool requirements:

Tools Selection

Implementation considerations:

Evaluation process & criteria:

Heading

DELIVERY MODEL OPTIONS

Delivery

Strategies

Insourcing

Outsourcing

Application Service provision

Partnership

Co-sourcing or multisourcing

Business process outsourcing(BPO)

Knowledge process outsourcing (KPO)Cloud

Description

Utilize internal organization resources

Utilize external organization resources

Provide shared computer-based

services

2 or more organizations working together to design, develop, transition, maintain, operate and support IT services

Combination of insourcing and

outsourcing

Relocating entire business functions

using formal agreements

Provide domain-based process and

business expertise

Offer specific pre-defined services but can be customized for a specific organization

Advantages

Direct Control

Freedom of choicePurchased expertise

Support for transient

needs

Low-cost location

Support and upgrades

included

Market expansion/

entrance

Competitive response

Time to market

Control

Single point of

responsibility

Access to specialist skills

Significant cost savings

Low-cost location

Services are easily defined

Sourcing is straightforward

Disadvantages

Scale limitations

Cost and time to market

Less direct control

Exit barriers

Usage-based charging models

Access to facilities only

Intellectual property and

copyright protection

Project complexity

Culture clash between

companies

Loss of business knowledge

Loss of relationship with the

business

Loss of internal expertise

Culture clash between

companiesInternal clouds are complex

Coordinating insourced

offerings with external cloud

services

Multi-vendor sourcing

Sourcing different sources from

different vendors

Organization is not tied to

a single vendor

Coordinating different vendors

activities and services

SERVICE DESIGN

MODELS

Design and Development

approaches

Main input required for new or changed services

Main outputs is the service design package

SERVICE LEVEL MANAGEMENT

Provide a point of regular contact and communication

to the customers and business managers

IT services are delivered. To monitor and measure

services given to customers and maintained

by the organization

Provide a reliable communication channel

and a trusted relationship with customers and

business representatives

Provide key information on operational services,

targets, achievements and breaches

Service provider should establish clear policies for

the conduct of the SLM process. The required and

cost-justifiable service quality is maintained and

gradually improved

CSF Based on the objective of a process

KPI Developed to organizations appropriate level of maturity, CSF and

particular circumstances

Identifying suitable customer representatives to negotiate with

Bypassing the use of the SLM processes

Lack of appropriate tools and resources

IDENTIFYING & DOCUMENTING

BUSINESS REQUIREMENTS &

DRIVERS

Information on Requirements of Retiring Services

Exact Scope of Retirement

Business justification, Financial and Strategic Aspects

What would replace the retiring service

Interfaces and Dependencies with other services

Disposal and/or re-use requirements for service assets and configuration items associated with Retiring Services

Archiving Strategy for any business data

Information on Requirements of Existing Services

New Facilities/ Features and Functionality Requirements Changes in Business Processes, Dependencies, Priorities,

Criticality and Impact

Changes in volumes of Service Transition Increased Service Levels and Service Level Targets Business Justification, including Financial and Strategic

aspects

ITIL SERVICE DESIGN

Benedito, Christian, Kara, Abrahams, Peters, Smith, Nombewu

Inputs to various Design Activities are:

All constraints, financial budgets and plans

Service Management visions, strategies, policies, objectives and plans

The Service Portfolio

Design activities are triggered by changes in business needs or service improvements. A structured approach to the design activities should be adopted to ensure consistency and integration is achieved.

Deliverables from the Design Activities:

Suggested revisions to IT strategies and policies

Designs for new or changed services Process review and analysis report Designs for revised measurement

methods and processes

DESIGN ACTIVITIES

Key Factors for successful Data Management:

All users have ready access to the information they need to do their jobs

Data assets are fully exploited through data sharing

Data assets are protected and secured with IT security policies

Quality of organizations data is maintained at an acceptable level

MANAGING DATA ASSETS

Improving quality of Data:

Add value to the services delivered to customers Reduce risks in the business Reduce costs of business processes Stimulate innovation in internal business processes

SCOPE OF DATA MANAGEMENT

Four areas of Management included within Data/Information Management:

Management of Data Resources

Management of Data/Information Technology

Management of Information Processes

Management of Data Standards and Policies

Data/Information Management is how an organization plans, collects, creates,

organizes, uses, controls, disseminates and disposes of its Data/Information.

DESIGN COORDINATION

Purpose Scope Challenges & Risks Policies, Principles & basic concepts Valuing the business Process activities, methods & techniques

SE

RV

IC

E C

AT

AL

OG

UE

MA

NA

GE

ME

NT

IMPLEMENTING SERVICE

DESIGN

Business Impact AnalysisAscertain the business needs,

impacts and risks.

Enable organization to define

Critical services Acceptable levels and times of service outage Critical business and service periods Cost of loss of service Security implications to the loss of a service

2 Areas

Business management Service Management

Six Sigma (DMADV) used to develop new

processes.

Six Sigma (DMADV) used to develop new

processes.

Prerequisites for success

Clearly define goals and objectivesUnderstanding of processes, procedures, functions, roles and responsibilitiesUnderstanding of interfaces and dependenciesUnderstanding of business needsDevelop measurement and analysis technologiesRequired metrics to evaluate health of service designReview of measurement programme

CAPACITY

MANAGEMENT

Purpose and Objectives

Produce and maintain an

appropriate up to date capacity

plan

ScopeUndertaking tuning activities to make

the most efficient use of existing IT

resources

Value to BusinessEnsuring required capacity and

performance are provided

Policies, Principles and

Concepts

Balancing cost against

demands

Processes, Activities, Methods

and Techniques

Improving service performance

wherever it is cost justifiable

Trigger, Inputs, Outputs and

InterfacesPeriodic trending and modelling

Information ManagementBusiness Data

Financial Data

Critical Success Factors and Key

Performance Indicators

CSF- accurate business forecast

KPI accurate forecast of planned

expenditure

Challenges and RisksPersuading the business to provide I

formation on its strategic business plan IDENTIFYING SERVICE

REQUIREMENTS

SD must consider all elements. Approach should consider service + its constitution

components.

Requirements: Scalability Business processes + business units IT service + agreed business requirements Service itself + its SLR or SLA Techinlogy components used to deploy + deliver Service Internally delivered supporting services Externally supplied supporting services Performance measurements + metrics required Legislated or required security levels.

AVAILABILITY

MANAGEMENT

Information Management: Process should maintain an

AIMS that contains all of the measurements + information required to complete the availability management process + provide appropriate information.

Triggers, inputs, outputs + interfaces: Events trigger availability

managements activities Sources of information are

relevant to availability managements.

Value to business: Availability of systems +

services matches evolving agreed needs of business.

Policies, principles + basic concepts: Continually trying to ensure

all operational services meet their agreed availability targets.

Critical success factors + key performance indicators: Each org should identify

appropriate CSFs based on its objectives for the process.

Challenges + Risks: Main challenge to meet and

manage expectations of the customers.

Risks: Lack of commitment Lack of senior management

commitment Labour-intensive reporting

process.

BALANCED

DESIGN:

SERVICE DESIGN

TOOLS

Enable:Useful in:

SERVICE

MANAGEMENT

TOOLS

Data structure Conformity to international open

standards Flexibility in implementation, usage

and data sharing. Support for monitoring service

levels.

Consideration must be given to platform on which tool wil be expected to operate.

During early stages think about vendor and tool credibility.

Asses trading needs of organisation.

Tool has to be implemented. Hardware platform has been

prepared and software loaded: data population has to be considered.

Out of the box Configuration Custimization

Service

Design

5 Main

Aspects

Service solutions for new

or changed services

Management

information and tools

Technology

architectures and

management

architectures

The process required

Measurement

methods and metrics

Purpose + Objective: Level of availability delivered

in all IT services meets agreed availability.

Scope: Covers the design,

implementation, measurement, management and improvement of IT service

DESIGN

CONSTRAINTS

All design activities

operate within many

constraints

This means that designers are

not always free to design

most desirable solutions

The primary constraints that determine the

boundaries of a service solution design are the

utility and warranty desired by the customer

The most obvious

additional constraints is

the financial one

MANAGEMENT OF

APPLICATIONS

To fully implement management of applications companies use SDLC

The application

portfolio This is simply a full record of

all applications

Application

frameworks This covers all management and

operational aspects and provides

solutions

Design of specific

applicationsThe most important phase,

ensures that an application is

conceived with operability and

management

Managing trade-offs

Balancing the relationship

among resourcesDesign patterns

General, repeatable solution to a commonly

occurring problem

Templates and code

generation

A number of development tools provide variety of templates for

creating common application components

Rapid

Application

Design (RAD)

Off-the-shelf solutions

Purpose and objectiveScope

Value to the businessInformation

management

Policies principles and

basic concepts

Critical success factors and Key

performance indicators

Challenges Risks

Valuing Data

Classifying

DataData

Ownership

Data Migration

Data retrieval

& usage

Data Capture

Data Storage

Data Integrity

Data related

issues

Purpose to provide and maintain a single source of consistent info on all operational services.

Scope To provide and maintain accurate info on all services being transitioned to the live environment.

Value to the business Provides a central source of info on the IT services delivered by the service provider catalogue.

Policies/Principles/Basic Concepts - To be fully active demand

needs to be active throughout the whole lifecycle.

Information Management - The service Portfolio and Customer Portfolio Minutes of meetings between business relationship managers

and customers

Risks - Lack of, or inaccurate configuration management information, which results on the impact of changing demand on the service providers infrastructure and

applications.

Challenges - The customer might find it difficult to break down individual activities that make sense to the service provider.

Activities/Methods/

TechniquesBusiness Plans

Marketing Plans

Sales Forecast

Objective - Ensures high level of customer satisfaction making sure that the customers needs are met to the requirement

Service Level Requirements Service level requirement s for all services are ascertainedAbility to deliver against these requirements is assessed

Risk to the Services and processes

Considered during production and

preferred solution is selected.

Where do we start?Assessment should be

taken to ascertain strengths and weaknesses may

include customer satisfaction surveys, talking to staff, analysing processes

in actionStarting point is wherever

the organisation is in terms of IT service management

maturity

Methods of

Measurement of

service Design

Define

Measure

Analyse

DesignVerify

Define

Measure

Analyse

ImproveControl

Delicate Balancing act ensuring

functionality + targets are met

Concept extremely important to service design

activities + to balance between effort spent in

design, development and delivery of service

Hardware

Design

Software

Design

Environmental

Design

Process

Design

Data Design

Ensuring standards and

conventions are followed

Offering

prototyping

Management

of service cost

Offering modelling and

simulation facilities.

Speeding up

design

process

Functionality:Service or product and everything that is part of the service and its

provision

Resources:People, technology + money available for

effort

Service design main purpose is the design

of new or changes services for

implementation in live enviroment

Key output for service design is to design

solutions to meet the changing requirements

of the business

TriggersTriggers are changes in the business requirements

and services

Outputs*A comprehensive and

consistent set of services

*A revised enterprise

architecture

*Service portfolio updates

InterfacesThe principle interfaces to the adjacent stages of

the life-cycle

*Service strategy : using information contained

within it strategy

*Service transition : with the handover of the

design of the service solutions within the SDP

* Also interfaces with all processes that include

service design activity

InputsA number of sources of information relevant to

design process

*service charter for new or changed services

*Change requests from any stage of service life-

cycle

*Governance required

*Corporate, legal and regulatory polices

requirements

SERVICE-

ORIENTED

ARCHITECTURE

It is strongly recommended

that a business process and

solutions should be designed

and developed by a SOASOA is defined by OASIS and is

considered best practise used by many

organizations

SOA brings value and agility to the

development of self-contained services

that are reuasble

When SOA principles are used by

the IT service provider organization,

it is critical that a accurate service

catalogue Is maintained as part of

an overall service portfolio and

CMS

SERVICE DESIGN GOALS

*Design service to satisfy business objectives based on

quality, compliance, risk and security requirements

*Design a service that can be easily and efficiently

developed and reduce, minimize or constrain long term

costs of service provision

*Contribute to the improvement of the IT service

Value creation

through services

Determine

ITIL Service Design Poster.vsdxPage-1