IT Service Management : SERVICE DESIGN

SERVICE DESIGN

INTRODUCTION

            Once an organisation has determined the IT strategy it wishes to pursue, it uses the service design phase of the lifecycle to create new services which service transition then introduces into the live environment. In so doing, service design aims to take the necessary steps to ensure that the new service will perform as planned and deliver the functionality and benefits intended by the business.

WHY SERVICE DESIGN?

            Without well-established service design, services will become less stable and more expensive to maintain and become increasingly less supportive of business and customer needs. Good service design will deliver a range of business benefits that help to underline its importance in the design of new and changed services.

THE FIVE MAJOR ASPECTS OF SERVICE DESIGN

            ITIL formally recognises five separate aspects of service design that together describe the scope of this part of the service lifecycle:

• The introduction of new or changed services through the accurate identification of business requirements and the agreed definition of service requirements.
• The service management systems and tools such as the service portfolio, ensuring mutual consistency with other services and appropriate tools support.
• The capability of technology architectures and management systems to operate and maintain new services.
• The capability of all processes, not just those in service design, to operate and maintain new and changed services.
• Designing in the appropriate measurement methods and metrics necessary for performance analysis of services, improved decision-making and continual improvement.

OBJECTIVES OF SERVICE DESIGN

            From the considerations above, we can appreciate that the main objectives of service design are:

• to design services that not only satisfy business and stakeholder objectives in terms of quality, ease-of-use, compliance and security, but also minimise the total cost of ownership;
• to design efficient and effective policies, plans, processes, architectures and frameworks to manage services throughout their lifecycle;
• to support service transition in identifying and managing the risks associated with introducing new or changed services;
• to design measurement systems for assessing the efficiency and effectiveness of service design and its deliverables;
• to contribute to continual service improvement (CSI), particularly by designing in features and benefits and then responding to improvement opportunities identified from the operational environment.

THE SERVICE DESIGN PACKAGE

            The design stage takes a set of new or changed business requirements and develops a solution to meet them. The developed solution is passed to service transition to be built, tested and deployed into the live environment.

Daftar Pustaka : IT_Service_Management_2nd_Edition.pdf