The Second Phase – Service Design

This is a follow-up to last week's Service Strategy post.

ITIL® tells us that the key objective of the Service Design Phase is “the design of new or modified services for introduction into a production environment”.

There are seven processes which are key to the Service Design Phase

  • Service Catalogue Management
  • Service Level Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Supplier Management

Most of these processes will be familiar friends from ITIL® V2 but I will give you a quick reminder on what these entail

Service Catalogue Management – the development and maintenance of a Service Catalogue that provides accurate and current detail of all your services and etails the business process which they support. It will also show services that are in development. The Service Catalog is the portion of the Service Portfolio which is presented to customers.

Service Level Management – this is the bridge between the customer and the IT Department. This process defines the levels of service which must be delivered to the customer and takes responsibility for ensuring that the agreed levels are reached and that customers are happy.

Capacity Management – ensures that capacity corresponds to current and future needs of the customer – recorded in a capacity plan.

Availability Management – ensures that availability levels correspond to the levels agreed with the customer in their SLA. This process involves both proactive and reactive activities.

IT Service Continuity Management – Ensures that required IT facilities can be restored within the agreed time, it focuses on occurrences that can be considered “disasters”.

Information Security Management – ensures that the information security policy satisfies the organisation’s overall security policy. This must be a continual process.

Supplier Management – Monitors the performance of suppliers to ensure that a consistent quality of service is received at an acceptable price.

In addition to these processes, there are three activities associated with the Service Design Phase:

  1. Development of requirements
  2. Data and information management
  3. Application Management

Service Design must include the “4 P’s” of design to be effective:

People: the people, skills and competences involved in the provision of IT services

Products: the technology and management systems used in the delivery of IT services

Processes: the processes, roles and activities involved in the provision of IT services

Partners: the vendors, manufacturers and suppliers used to assist and support IT service provision