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Chapter 5 ■ Service Design Service design is the phase where all the processes, including the ones in other phases, are designed, along with its interfaces, KPIs, RACI, and other components. 5.4.2 Product Products comprise a twofold system. The first branch is the service design, which is the output of the service design phase. Products also extend beyond design to technological components that are leveraged to implement, support, measure, and improve services across the entire lifecycle of an IT service. For example, for an ATM service to maintain service over a period of time, it must have an IT security product to keep hackers at bay, a business program to communicate with banks, and a monitoring tool to provide status updates. 5.4.3 People Leveraging on technology is good and automation is fantastic. But who drives, controls, and operates technology? Who makes decisions on operational, tactical, and strategic situations that arise on a fairly regular basis? People. The service design phase identifies the necessary skill sets that people need to possess to design, implement, and support IT services. They also identify the training requirements to upskill people and influence the culture in the organization. If a new service is being introduced, how many people will be needed to design, implement, and support it? The loading of resources is yet another responsibility that comes under the ambit of service design. 5.4.4 Partners The days of a single organization delivering all services are over. Services are so complex and diverse that a single organization cannot manage everything. It needs partners and suppliers to work alongside and deliver on the service objectives. I will discuss in detail the role of partners and suppliers under the supplier management process later in this chapter. But for now, a key ingredient in making an effective service is partners, and they must be considered while drawing roadmaps and blueprints in the service design phase of the ITIL service lifecycle. 5.5 Five Aspects of Service Design There are five aspects that service design must consider apart from the four Ps to ensure that a holistic view of services is taken rather than the individual elements of the service. The five aspects, as shown in Figure 5-2, are: 1. Service solutions for new or changed services 2. Management information systems and tools 3. Technology and management architectures 69
Chapter 5 ■ Service Design 4. Processes 5. Measurement methods and metrics Service solutions for new or changed services Management information systems and Tools Processes Technology and management Architectures Measurement methods and metrics Figure 5-2. Five aspects of service design 5.5.1 Service Solutions for New or Changed Services The service solution for new or modified services is at the heart of IT services. The solution obtains the requirements from the service portfolio management process, and it is developed under the technical and financial constraints. For example, technological specifications such as SAP-based solutions and financial constraints are based on the financial agreements made with the customer. An economical IT service will not have a high availability design. The solution must also comply with the service-level agreements. 5.5.2 Management Information Systems and Tools Tools are an integral part of IT service solutions. They are required in automation, reporting, and monitoring and are identified based on the existing tool sets, service requirements, and their functionality. 70
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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