ITIL - Key concepts in Service Design Tutorial

1 Key Concepts in Service Design

This lesson covers the key concepts related to service design. In addition, it includes the concept of Service Design Package or SDP.

2 Lesson Objectives

After completing this lesson, you will be able to: •List the 4 P’s of service design •Explain the major aspects of service design •Identify the components of Service Design Package

3 4 P’s of Service Design

There are 4 P’s or attributes that drive the concept of IT service design. They are partner or supplier, people, product or technology and process. Partner’s or supplier’s perspective takes into account the importance of the relationship between partner and external supplier. This contributes to service delivery. People perspective includes the IT staff, customers and other stakeholders. For example, it involves finding out whether the IT staff has the required knowledge and skills to perform their roles. Product or technology perspective takes into account IT services, technology and tools. Process perspective relates to the end-to-end delivery of service based on process flows. It includes activities, RACI and dependencies. Quality IT service management ensures that these perspectives are considered as part of the Continual Service Improvement of the IT organisation. When designing new or modified services, these perspectives are considered and catered for to ensure success in service design, transition and eventual adoption by customers.

4 Major Aspects of Service Design

There are five major aspects of service design. These are service solutions, management information systems and tools, technology and management architectures and tools, processes and measurement systems. Service solutions is about including the functional requirements, resources and capabilities needed in service design. The process must be iterative and incremental to satisfy the customers’ changing requirements. Management information systems and tools are an essential part of service design. These especially include the service portfolio for the management and control of services throughout their lifecycle. The service portfolio is the most critical management system for supporting all service management processes. It describes service delivery in terms of value for the customer, and must include all service information and their status. Technology and management architectures and tools include the preparation of blueprints for the development and deployment of an IT infrastructure. These also include data, applications and infrastructure that are used in the service. Processes are required to design, transition, operate and improve services. A process model helps to articulate the distinctive features of a process. By defining the activities, inputs and outputs in the lifecycle phases, it is possible to work in a customer-oriented way. Now let us discuss measurement systems. These are methods and metrics for the services, as well as their architectures, components and processes. Measurement systems are required to regularly assess and optimise the service quality delivered to customers. The key aspect in the design of new or changed services is to meet the changing business needs. Every time a new service solution is created, it needs to be checked against all aspects of existing services to find out if it can be interfaced or integrated with the latter.

5 Service Design Package

Let us now focus on Service Design Package. The Service Design Package helps to document all aspects of an IT service. It is produced when a new IT service is offered or a major change is expected in an IT service. It is also produced in case of IT service retirement. The Service Design Package should be produced during the design phase and passed to the service transition phase. It starts with documenting the business requirements of an IT service for each phase of the service lifecycle. It also includes service applicability and contacts such as customer contacts. The Service Design Package includes functional and service level requirements. Service acceptance criteria and service design and topology are also the components of the Service Design Package. Service transition plan and programme, service operational acceptance plan and organisational readiness are other components of the Service Design Package.

6 Summary

Let us summarise what we have learnt in this lesson: •There are 4 P’s or attributes that drive the concept of IT service design. They are partner or supplier, people, products or technology and process. •The major aspects of service design are processes required to design, transition, operate and improve services. They also include management information systems and tools supporting all processes. •The Service Design Package helps to document every aspect of an IT service. Next, we will focus on the third lesson of this unit—Service Design Processes.

  • Disclaimer
  • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.

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