Welcome to the fifth lesson of the ITIL Foundation tutorial (part of the ITIL® Foundation Certification Training).
This lesson provides an overview of the service design phase of the service lifecycle. It helps you to design IT services that are aligned with the requirements of a business.
After completing this lesson, you will be able to:
Explain the purpose, objective, scope, and value of service design
List the roles and responsibilities of service design
We will focus on the purpose, objective, scope, and value of service design.
Purpose
The purpose of service design includes the following:
To design IT services in alignment with the governing policies, IT practices, and processes
To understand the service provider’s strategy
To make sure the service delivery is of high quality
To ensure cost-effective service provision and customer satisfaction
Now let us understand the objectives of service design.
Objective
Following are the objectives of service design:
Service design aims at designing IT services efficiently and effectively to avoid major improvements.
The changing trends in business are identified and this leads to opportunities for the improvement of services and solutions.
Continual Service Improvement or CSI is included in all service design activities to ensure their effectiveness.
Let us now focus on the scope of service design.
Scope
The scope of service design is to interpret and design the following:
New, existing or modified business requirements
Management information systems and tools
Technology, management and architecture systems
Measurement methods and metrics
All processes essential for effective service design
Now let us discuss the value that service design brings to a business.
Value
Service design offers the following benefits:
Lower Total Cost of Ownership (TCO) of services
Improved quality of service delivery
Improved consistency of the service, as services are designed within the corporate strategy, architectures, and constraints
A simpler implementation of new or modified services
Improved services being aligned with the needs of the business
Improved effectiveness of performance with incorporation and recognition of capacity, financial availability and IT service continuity plans
Improved IT administration
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There are two key roles under service design. They are the Process Manager and the Process Practitioner.
The responsibilities of the Process Manager are:
Collaborate with the Process Owner to plan and coordinate process activities;
Manage resources assigned to each process;
Coordinate with other Process Managers and service owners;
Work with the Process Owner and the CSI manager to prioritize improvements in the CSI register; and
Ensure that all activities under process are carried out as required throughout the service lifecycle and improvements are made in their implementations.
Now we will discuss the role of the Process Practitioner.
The responsibilities of the Process Practitioner are:
Ensuring that all activities are carried out in a process
Working with other stakeholders, process managers, co-workers, users and customers to ensure that their contributions are effective
Ensuring that input, output, and interface of the activities in a process are correct
Creating and maintaining records to ensure that tasks are executed correctly
Let us summarize what we have learned in this lesson:
Service design ensures that IT services are designed in alignment with the governing policies, IT practices and processes.
Service design offers benefits such as lower Total Cost of Ownership of services and improved quality of service delivery.
The Process Manager collaborates with the Process Owner to coordinate and plan process activities.
The Process Practitioner ensures that input, output, and interface of the activities in a process are correct.
Next, we will focus on the sixth lesson Key Concepts in Service Design.
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