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5.3 Value of Service Design
Chapter 5 ■ Service Design
ITIL is based on the premise of creating value to the business, and the service design,
the biggest phase, has a major role to play in it. It is the phase where the design of value
proposition gets under way and is blueprinted. Service strategy provides the basic framework
to create value, and the service design fits the pieces of the puzzle into its creation.
This phase is key to the service provider organization, and it determines the set of
activities that start to give the service portfolio a shape, its bone structure, the elements
needed to align business processes to the technical components. Further, service design
caters to the ever growing demand in building a design that stands the test of time,
technology, load, and plan for the future. The strategic relationship building that starts
in the earlier phase needs the backbone from the operational feedback, and this phase
caters to it. Service design acts as a conduit for translating the financial aspects of a
service into a plan that fits the budget and is cost effective for the customer to sustain
using the services.
The business can derive the following value components from the service design phase:
1. The business depends on reducing its overall expenditures,
therefore maximizing its profits. Service design helps in
reducing the total cost of ownership (TCO) and supporting
the business in its business goals.
2. Businesses are like rivers, they need to keep flowing, merge
with tributaries, and maximize their outflow. For this to
happen, the services they leverage off of must be consistent
and available. A solid quality design can help achieve it.
3. Change is the only constant, be it business services or
IT services. Service design’s place is to ensure that the
implementation of new or changed services is seamless.
4. Businesses and IT cannot run on parallel tracks. Both swim in
the same waters, often by joining hands and collaborating. IT
must know which business processes are critical and ensure
that it aligns its priority, urgency, and resources in delivering
them to the critical parts of the business. Service design must
enable the business.
5. The value of IT services comes from its effectiveness. If the
IT does not deliver on its services, businesses cannot deliver
on their outputs. It’s a critical success factor, and the service
design phase has a major role to play in it.
6. Business leaders are expected to make critical decisions that
are bound to have short-term and long-term effects. Service
design provides the base data, information, and knowledge to
act as a catalyst for making such judicious decisions.
7. The business needs to comply with regulatory and legislative
policies of the land. The service design must support the business
in inheriting these compliances from the IT services front.
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