ITSP 4: Service design

School of

4-1 Overview and

Principles
Service design overview
Service design principles

ITIL Design overview

Purpose

Service design: to
design new or
changed services,
together with IT
practices, processes
and policies, for
introduction into the
live environment

Explanation

Service strategy is the

second stage of the service
lifecycle, following on from
service strategy
The objective of service
design is to design effective
IT services that require
minimal improvement during
their lifecycle

The initial service design is based on:

functional requirements
requirements within service level
agreements
business benefits, and
overall design constraints

STAMP The five aspects of design

S ervice solutions
T ools and Service Management systems
A rchitectures
M easurement systems
P rocesses

The five aspects of design

Service solutions for new or changed services

Requirements for new/changed services are taken
from the service portfolio. The new/changed service
must be consistent with all other services
The management information systems and
tools, especially the service portfolio The
management information systems must be capable
of supporting the new/changed service
The technology architectures and
management architectures Must be consistent
with the new or changed service and have the
capability to operate and maintain the new service
The processes required The processes, roles,
responsibilities and skills must be able to operate,
support and maintain the new/changed service

Interaction of the four Ps of design

People
Products/
Technology

Processes

Partners/
Suppliers

Adapted from Figure 4.2 Introduction to ITIL Service Lifecycle

2011 edition, page 70

Service composition
Business service
management
(delivered to business
customers)
Requirements/deman
d:
IT service
management

Adapted from Figure 4.3 Introduction to ITIL Service Lifecycle

4-2 Service design

processes
Design coordination
Service catalogue management
Service level management
Availability management
Capacity management
IT service continuity management
Information security management
Supplier management

Service Design Overview

Service
Catalogue
Managem
ent
Capacity
Management

Design
Solutio
Service Level
n

Management

Negotia
te
& Agree

Design coordination
Information
Availability
Security
Management
Management

Outputs
to
Service
Transitio
n

Supplier
Manageme
nt

IT Service
Continuity

Service Catalogue
Service Design Packages (SDPs)
RFCs to transition or deploy new
or changed services
Designs for service transition
processes & procedures
SLAs, OLAs, underpinning
contracts

Design coordination

Design coordination
Purpose

Objectiv
e

Design coordination provides and

maintains a single point of coordination
and control for all service design
activities, processes and resources
Design coordination ensures the
consistent and effective design of new or
changed services, service management
information systems, architectures,
technology, processes, information and
metrics

Service catalogue
management

The Service Catalogue

Service catalogue: a database or structured

document with information about all live IT services
including those available for deployment
The service catalogue is a part of the service
portfolio and contains information about two types
of IT service:
Customer-facing services that are visible to
the business, and
Supporting services required by the service
provider to deliver customer-facing services

Service Catalogue Management

Service catalogue management: the process for

providing and maintaining the service catalogue
and for ensuring it is available to those authorised
to access it
Purpose

Objectiv
e

To provide a single source of consistent

information on all the agreed services and
ensure that it is widely available to those
that are approved to access it
To manage the information contained
within the Service Catalogue and ensure it
is accurate and reflects the current details
of all services that are being run, or being
prepared to run, in the live environment

Sample service catalogue

A sample service catalogue (next slide) has two

views:
The business/customer service catalogue
view This contains details of all the IT services
delivered to customers (customer-facing
services), together with relationships to the
business units and business processes that rely
on the IT service. This is the customer view of
the service catalogue.
The technical/supporting service catalogue
view This contains details of all the supporting
IT services, together with relationships to the
customer-facing services they underpin and the
components, configuration items and other

A sample two-view service catalogue

Business/customer service catalogue view
Business
Process 1

Service A

Service 1

Business
Process 3

Business
Process 2

Service B

Service 2

Service C

Service 3

Service D

Service E

Service 4

Service 5

Technical/supporting service catalogue view

Links to
related
information
Service assets/configuration

records

Adapted from Figure 4.4 Introduction to ITIL Service Lifecycle

Service level management

Service Level Management

Service level management: the process

responsible for negotiating service level
agreements and ensuring these are met
Purpose

To ensure that all current and planned IT

services are delivered to agreed
achievable targets

Objective
s

Determine and document IT service

level responsibilities and targets within
Service Level Agreements (SLAs) and
Service Level Requirements (SLRs)
Monitor & report on actual versus
agreed service levels
Initiate service improvement

Types of supporting agreements

Supplier
Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Underpinning Contract (UC)

Between
an
service
An
agreement
between
Written
agreement
A
third
party
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Between
anIT
IT
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An
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third
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and
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and
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another
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and
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services
that
are
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where
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same
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and
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and
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Contains
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Can
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asthe
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external
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Aligning the three types of supporting agreements

Customer
S
L
A

Service Provider
(Us)
Servic
e
Desk

OLA

U
C

Supplier

IT Ops

Service Level Agreement options

Service-based SLA
Email

Finance
Customer-based SLA

Multi-level SLA

Sales
Marketing
Desktop

Wireless

Corporate level
Customer level
Service level

Customer- and Service-based SLA structures

Customer A

Customer B

Customer C

Customer D
Service
Based

Customer
Based
Service 1

Service 2

Service 3

Service 4

Service Level Agreement Monitoring (SLAM) chart

Contents of Service Level Agreement

Parties Involved
Responsibilities of each
Contact points &
escalation
Dispute resolution

Details of Service to
be provided

Scope
Service hours
Availability
Reliability
Support
Throughput
Transaction response
times
Batch turnaround times

Change Management
IT service continuity
and disaster
contingency plans
Charging
Security
Printing
Maintainability and
serviceability

Service reporting and

reviewing
Appendices
Glossary
Amendment Sheet

Availability management

Availability management

Availability management: the process for

ensuring IT services meet the current and future
availability needs of the business in a costeffective and timely manner
Availability is determined by:
Reliability - how long an IT service or
configuration item can perform its function
without interruption
Maintainability how quickly and effectively
an IT service or configuration item can be
restored to normal working after a failure
Serviceability ability of a third-party
supplier to meet the terms of its contract
Performance what is achieved or delivered

Availability

Availability: The ability of an IT service or other

configuration item to perform its agreed function
when required
Availability is usually calculated as a percentage
Agreed Service Time (AST)
Availability (%) Downtime
=
Agreed Service Time (AST)

X
100

Capacity management

Capacity management

Capacity management: the process for

ensuring the capacity and performance of the IT
services and systems match the evolving agreed
demands of the business in a cost-effective and
timely manner
Capacity management is a balancing act:
Balancing costs against resources needed
ensure processing capacity is cost-justified in
terms of business need and efficient use of
resources
Balancing supply against demand ensure
available supply of IT processing power
matches the current and future demands
Capacity:
made onThe
it maximum throughput a
configuration item or service can deliver. For
some items, capacity may be the size or volume

IT service continuity
management

IT service continuity management

IT service continuity management: the

process for managing risks that could seriously
affect IT services.
IT service continuity management ensures that
the IT service provider can always provide
minimum agreed service levels, by reducing risk
to an acceptable level and planning for the
recovery of IT services should a disruption occur
IT service continuity management supports
business continuity management

Information security
management

Information security management

Information security management: the

process for ensuring that the confidentiality,
integrity and availability of an organisations
assets, information, data and IT services match
the needs of the business
Information security management supports
business security and has a wider scope than
that of the IT service provider, and includes
handling of paper, building access, phone calls,
etc. for the entire organisation

Information security management

For most organisations the security objective is

met when:
Information is observed by or disclosed to only
those who have a right to know
(confidentiality)
Information is complete, accurate and
protected against unauthorised modification
(integrity)
Information is available and usable when
required, and the systems that provide it can
resist attacks and recover from or prevent
failures (availability)
Business transactions, as well as information
exchanges between enterprises, or with

Supplier management

Supplier management

Supplier management: the process for

obtaining value for money from suppliers,
ensuring all contracts and agreements with
suppliers support the needs of the business, and
that all suppliers meet their contractual
obligations

4-3 Readings

Readings

Introduction to the ITIL Service Lifecycle

(2011 edition):
Chapter 4: All
ITIL Foundation Handbook (updated to the
2011 syllabus):
Chapter 3: All

For readers of the previous edition (not the

recommended text, but listed for compatibility
reasons):
Introduction to the ITIL Service Lifecycle
(second edition 2010)
Chapter 5: All