ITIL Service Design, from our Ripped From the Classroom Series

1. Welcome
W l
Service Design
S i D i
Where value is designed
© ITSM Academy, Service Design 1109

2. About ITSM Academy
Accredited Education Ft. Lauderdale, Dallas &
ITIL® Foundation
Washington, DC - Public
ITIL® Foundation and Managers Bridge Corporate on-site Classes
ITIL® Lifecycle, Capability and MALC Virtual Classes
ITIL® Practitioner Service Manager (V2)
Practitioner, Courseware Licensing
Certified Process Design Engineer (CPDE)® Alumni Program
Microsoft Operations Framework (MOF) PMI Global Education Provider
Foundation Federal Government (GSA)
Go ernment
ISO/IEC 20000 Foundation Contractor
PMI PMP Exam Prep Certified Woman-Owned
Practical, Value Add
Practical Value-Add Workshops Tens f th
T of thousands of learners
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Apollo 13 - an ITSM Case Experience™ trained since 2003
Visible Ops: The Class
ITIL, MOF,
ITIL MOF ISO 20K A
Awareness
And More! Welcome!
© ITSM Academy, Service Design 1109 2

3. Agenda
Service Design
Purpose
Scope
Where to begin
Role of Service
Design processes
You are here
© Crown copyright 2007. Reproduced under
license from OGC.
© ITSM Academy, Service Design 1109 3

4. Service Design
Purpose, Goals and Objectives
Design new or changed services for introduction into the live
environment
Design services that
Satisfy business objectives
Can be easily developed and enhanced
Are secure and resilient
Identify and help remove or mitigate risks
Produce IT plans, policies and standards
Develop the skills and capability within IT needed to
efficiently and effectively use IT resources
y y
Scope includes:
Significant changes
All aspects of design
© ITSM Academy, Service Design 1109 4

5. Where to Begin? – Service Strategy
Service Portfolio, Financial and
Demand Management help balance
Business requirements
IT’s capabilities and resources to
deliver valuable services
Service Strategy d fi
S i St t defines policies,
li i
guidelines and processes across the
service lifecycle
Service Strategy helps service providers determine what
services to offer and to whom.
© ITSM Academy, Service Design 1109 5

6. Five Aspects of Service Design
Service solutions design
Design services based on business requirements
Service management systems and tools design
Design tools needed to manage, control, support services
Technology architectures design
Design h l i
D i technologies needed to provide services
d d id i
Process design
Design service management processes
ser ice
Measurement systems and metrics design
Design metrics to assess performance
© ITSM Academy, Service Design 1109 6

7. Service Catalog Management
Goals and Objectives
Service Catalog Management provides a single source of
information for all agreed services.
i f ti f ll d i
Manage the Service Catalog to ensure
accurate and current service details,
statuses, interfaces and dependencies
Ensure the Service Catalog is available to
approved parties
The Service Catalog may initially consist of a matrix, table or
spreadsheet.
spreadsheet Many organizations integrate and maintain their
Service Portfolio and Service Catalog as part of their CMS.
© ITSM Academy, Service Design 1109 7

8. Service Level Management
Goals and Objectives
Service Level Management (SLM) ensures an agreed level of
service is provided for all current and future services.
services
Define, negotiate, agree, monitor, measure,
report on and review service levels
d i i l l
Manage business and customer relationships
Develop specific and measurable SLA targets
Monitor and improve customer satisfaction
Ensure clear service level expectations
Implement proactive and cost-justified
improvements
SLM can be described in two words: building relationships.
© ITSM Academy, Service Design 1109 8

9. SLM and the Warranty Processes
Plan
Improve
Service Level
Requirements Service Level
Management SLRs
(SLRs) Availability
Options/Costs Capacity
Define
SLAs, OLAs,
, , Negotiate
Contracts Agree Targets
Continuity
Security
Monitor Achievements
Report
Review
Monitor
Measure
© ITSM Academy, Service Design 1109 9

10. Availability Management (AM)
Goals and Objectives
Objectives
Produce an Availability Plan
Provide business and IT advice on availability issues
Assess the impact of changes
Ensure availability meets agreed targets
Assist with resolution of incidents and problems
Implement proactive and cost-justified improvements
p p j p
Availability Management ensures the level of service availability
delivered matches or exceeds the current and future agreed
needs of the business in a cost-effective way.
© ITSM Academy, Service Design 1109 10

11. Capacity Management
Goals and Objectives
Capacity Management ensures that the capacity and performance
of IT services and systems matches the evolving agreed needs of
the business in the most cost-effective and timely manner .
Objectives
Produce and maintain a Capacity Plan
Advise on capacity and performance-related issues
Assess the impact of changes
Ensure performance achievements meet targets
Assist i h
A i with resolution of i id
l i f incidents and problems
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Implement proactive and cost-justified improvements
Capacity Management balances supply against demand.
© ITSM Academy, Service Design 1109 11

12. 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.
Objectives
Maintain
M i t i ITSCM plans that support Business Continuity Plans
l th t tB i C ti it Pl
Complete regular Business Impact Analysis (BIA) exercises
Conduct regular risk analysis and management exercises
Provide business and IT advice on continuity issues
Ensure continuity and recovery mechanisms are in place
Assess impact of changes on ITSCM and recovery plans
Implement proactive and cost-justified improvements
Negotiate necessary contracts with suppliers
© ITSM Academy, Service Design 1109 12

13. 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
service and service management activities.
ISM protects the
p
Interests of those relying on information
Systems and communications that deliver
information
Confidentiality, integrity and availability
(CIA) of information
ISM ensures
Security risks are managed
Information resources are used
responsibly
© ITSM Academy, Service Design 1109 13

14. Supplier Management
Goals and Objectives
Supplier Management manages suppliers and their services to
provide seamless IT service quality and ensure value for money.
Ensure underpinning contracts and agreements align
with business needs, SLRs and SLAs
needs
Manage supplier relationships and performance
Negotiate, agree and manage contracts
N ti t d t t
Maintain a supplier policy and supporting Supplier
and Contract Database (SCD)
dC t tD t b
External suppliers, manufacturers and vendors are
essential to quality service provision.
© ITSM Academy, Service Design 1109 14

15. Service Design Value
Reduced total cost of ownership (TCO)
Improved service quality, consistency, alignment,
governance and performance
Improved i f
I d information and d i i making
ti d decision ki
Easier implementation of new or changed services
More effective service management and IT
M ff ti i t d
processes
© ITSM Academy, Service Design 1109 15

16. Want to Learn More?
In the Catalog
ITIL Foundation / Bridge
ITIL Capability / Lifecycle
ITIL Service Manager Bridge
ITIL Managing Across the Lifecycle (MALC)
ITIL Library, itSMF Pocket Guides, etc.
C tifi d Process Design Engineer (CPDE)®
Certified P D i E i
ISO/IEC 20000 (ISO 20K) Foundation
MOF 4.0 Foundation
Coming Soon
ISO 20K Professional Level Modules
© ITSM Academy, Service Design 1109 16

17. ITIL® Bridging Scheme
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.
© ITSM Academy, Service Design 1109 17

18. ITIL® Certification Scheme
Advanced
ITIL
Expert
E t
5 points
Managing Across the
Lifecycle
Lif l
3 points each 4 points each
CSI
Service Offerings and Agreement (SOA)
SO
ST
SD
SS Release, Control and Validation (RCV)
Planning, Protection and Optimization (PPO)
a g, otect o a d Opt at o ( O)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
© ITSM Academy 2008
2 points
V3 Foundation
© ITSM Academy, Service Design 1109 18

19. ITSM Academy Affiliates
© ITSM Academy, Service Design 1109 19