ITIL Intermediate Course: SD Student Handbook (Workbook_r3.2.0)

ITpreneurs™ Service Management

REFERENCE MATERIAL

Service Design release 3.2.0

ITIL® IntermediateITIL® is a registered trademark of the Cabinet Office.Sam

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.

Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL Service Design, Classroom course, release 3.2.0

More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

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Contents

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LIST OF ICONS V

LIST OF ACTIVITIES (REFER TO THE WORKBOOK) NA

GENERAL TRAINING TIPS NA

ACKNOWLEDGEMENTS VI

FOLLOW US VII

COURSE INTRODUCTION 1

Introductions 2

Course Introduction 2

Course Learning Objectives 4

Unique Nature of the Course 4

COURSE AGENDA

UNIT 1: INTRODUCTION TO SERVICE DESIGN 11

1.4 Context 22

Summary of Unit 1 39

UNIT 2: SERVICE DESIGN PRINCIPLES 41

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UNIT 3: SERVICE DESIGN PROCESSES - PART 1 125



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UNIT 6: SERVICE DESIGN TECHNOLOGY-RELATED ACTIVITIES 431


UNIT 7: ORGANIZING FOR SERVICE DESIGN 497


UNIT 8: TECHNOLOGY CONSIDERATIONS 529


UNIT 9: IMPLEMENTATION AND IMPROVEMENT OF SERVICE DESIGN 547


APPENDIX A: CASE STUDY (REFER TO WORKBOOK) NA

APPENDIX B: MIND MAP EXCERCISE 575

APPENDIX C: GLOSSARY 577

APPENDIX D: SYLLABUS 671

APPENDIX E: ANSWERS (REFER TO WORKBOOK) NA

APPENDIX F: DIAGRAMS (MACRO VIEW) 689

APPENDIX G: RELEASE NOTES 699

STUDENT FEEDBACK FORM (REFER TO WORKBOOK) NA

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. v

LIST OF ICONS

confusing

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.vi

ITpreneurs’ Course Reviewers

ITpreneurs’ Course Exercise Writers

ACKNOWLEDGEMENTS

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Before you start the course, please take a moment to:

“Like us” on Facebook

“Follow us” on Twitter

"Add us in your circle" on Google Plus

"Link with us" on Linkedin

"Watch us" on YouTube

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1

Course Introduction

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.2

INTRODUCTIONS

2

Course IntroductionCourse IntroductionIntermediateService Design

Welcome!Please share with the class:

®)

Course IntroductionIntroductions

COURSE INTRODUCTION

3


OverviewService Design is one of the five courses that are part of the ITIL Intermediate Lifecycle stream. The Service Design course helps you understand and implement ITIL best practices related to:

Course Introduction Course Learning Objectives Unique Nature of the CourseIntroductions

Service Design principles

Service Design processes

Service Design technology-related activities

Organizing for Service Design

Consideration of technology

Implementation and improvement of Service Design

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Overview

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Course PrerequisiteCandidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

refresh their high level concepts of the Foundation course covering the preceding topics.


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COURSE LEARNING OBJECTIVES

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Course Learning ObjectivesAt the end of this training, you will have gained the knowledge and skills to:

Service Management as a practice concept. principles, purpose, and objectives of Service

Design.processes in Service Design interact with other

processes.sub-processes, activities, methods, and functions used in each of

roles and responsibilities within Service Design and the activities and functions to achieve Service Design excellence.

measure Service Design.technology and implementation

considerations surrounding Service Design.challenges, Critical Success Factors(CSFs),

and Risks associated with Service Design.

Course IntroductionIntroductions

UNIQUE NATURE OF THE COURSE

6


Course Delivery Method

This course will not be delivered in the traditional mode of “technical training”.

Participate in your learning experience.

Internalize learning to take your final examination.

Apply new, practical experience.


You will benefit

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Course Delivery Methodnot be delivered

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Samples from the Student Reference Material and Workbook


Student Materials

Student Reference Material:

Student Workbook: Contains all the exercises you have to do in class.

Mock Exam

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The Royal Chao Phraya Hotel Case Study

to IT.

Intermediate Course MatrixImportant information on Intermediate-level syllabi:

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COURSE QUALIFICATION SCHEME

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Course Qualification Scheme Course Agenda and Exam Details

© Crown Copyright 2011 Reproduced under licen e from the Cabinet Office

Legend

SS Service Strategy

SD Service Design

ST Service Transition

SO Service Operation

CSI Continual Service Improvement

OSA Operational Support and Analysis

PPO Planning, Protection, and Optimization

RCV Release, Control, and Validation

SOA Service Offerings and Agreements

ITIL Qualification Scheme and CreditAssignment

Lifecycle level and an Advanced level.

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Course Qualification Scheme

Service DesignCatalog Management

Service Level Management

Capacity Management

Availability Management

IT Service Continuity

Info Security Management

Supplier Management

Service Catalogue Manager

SS SD SOA

SD SOA

SD PPO

SD PPO

SD PPO

SD PPO

SD SOA

Service Level Manager

SD SOA

SD CSI

Supplier Manager SD SOA

SOA

SOAAdapted from ITIL Core © Crown Copyright 2011 Reproduced under licence from Cabinet Office

Processes Functions

Legend:

Course Agenda and Exam Details

Operational Support and Analysis (OSA):

Planning, Protection, and Optimization (PPO):

Release, Control, and Validation (RCV):

Service Offerings and Agreements (SOA):

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Note:

COURSE AGENDA AND EXAM DETAILSCourse Prerequisites:

Capability courses

Lifecycle courses

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Duration: 1.5 hoursQuestions: 8 Multiple-Choice Questions Each question has 4 Answer OptionsScoring Scheme: Most Correct Answer: Worth 5 marksSecond Best Answer: Worth 3 marksThird-Best Answer: Worth 1 markDistracter: No marksFormat: Closed-book, online, or paper-based examinationPass Score: 28/40 or 70% Distinction Score:Contact Hours: 21-hour formal training with Accredited Training Organization (ATO)Personal Study Hours by APMG: 21 hours

Provisions for additional time relating to language: Candidates completing an exam:

language, have a maximum of 120 minutes to complete the exam

Exam Details

Course Qualification Scheme Course Agenda and Exam Details

Useful Tips for Writing the Exam:

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questions.

Note:

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Unit1Introduction to Service Design

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Course IntroductionUnit 1 : Introduction to Service DesignIntermediateService Design

The Big ‘‘Why”What is Service Design?Why Service Design?

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My Notes

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Overview

Service Design discusses the basics of the design processes and the five aspects of design:

“Service solutions for new or changed servicesManagement information systems and tools, (especially the service portfolio, including the service catalogue)Technology architectures and management architecturesThe processes requiredMeasurement methods and metrics”

(Source: Service Design book)

Overview

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Unit Learning ObjectivesAt the end of this unit, you will be able to:

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Topics Covered in this Unit1.1 Purpose and Objectives1.2 Scope and Value to the Business1.3 Service Design Goals1.4 Context 1.5 Inputs, Outputs, Contents, and Use of SDP1.6 Contents and Use of SAC1.7 Group/Individual Exercise1.8 Sample Test Question

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1.1 PURPOSES AND OBJECTIVES

Core Guidance Reference — SD 1.1.1

6


1.2 Scope and Value to the Business 1.3 Service Design Goals 1.4 ContextPurposes and Objectives1.1

Purp

ose

Obj

ectiv

es

"The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision."


"The objective of service design is to design IT services so effectively that minimal improvement during their lifecycle will be required. However, continual improvement should be embedded in all service design activities to ensure that the solutions and designs become even more effective over time, and to identify changing trends in the business that may offer improvement opportunities. Service design activities can be periodic or exception-based when they may be triggered by a specific business need or event."


Just Concluded T R A N S I T I O N

1.2Scope and Value to the Business

1.1Purposes and Objectives

Coming Up

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1.2 SCOPE AND VALUE TO THE BUSINESS

A C T I V I T Y I N W O R K B O O K

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ScopeThe scope of Service Design includes:

nnovative IT services to meet current and future agreed business requirements.

solutions with the business requirement. ining the selection of an appropriate

Service Design model.

aspects of Service Design.rvice Design should be dr

1.2 Scope and Value to the Business 1.3 Service Design Goals 1.41.1

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The Overall Scope of Service Design And the Five Aspects of Design

Adapted from Scope of Service Design © Crown Copyright 2011 Reproduced under licence from Cabinet Office

B u s i n e s sP r o c e s s 3B u s i n e s s

P r o c e s s 2


P r o c e s s 5


P r o c e s s 8

The business

Business service A Business service B Business service C

Businessprocess 1

Businessprocess 4

Businessprocess 7

SLAs Service A B C D E F G

IT service provider

Servicestrategy

Servicetransition

Serviceoperation

Continualservice

improvement

Support teams

Suppliers

Service managementprocess




Service managementprocess 1

2

3

4

5

Design of processes

Service design Design of managementinformation systems and tools

Design of service solutions

Design of technologyarchitectures and

management architectures

Design of measurementmethods and metrics

Service knowledgemanagement system

Serviceportfolio

Servicecatalogue

23 5 6 8 9


Scope of Service Design


“Service solutions for new or changed services: The requirements for new or changed services are extracted from the service portfolio. Each requirement is analysed, documented and agreed, and a solution design is produced that is then compared with the strategies and constraints from service strategy to ensure that it conforms to corporate and IT policies. The design must ensure that this new or changed service is consistent with all other services, and that all other services that interface with, underpin or depend on the new or changed service are consistent with the new service. If not, either the design of the new service or the other existing services will need to be adapted.

o Each individual service solution design is also considered in conjunction with each of the other four aspects of service design.

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The management information systems and tools, especially the service portfolio: The management information systems and tools should be reviewed to ensure they are capable of supporting the new or changed service.

The technology architectures and management architectures: These are reviewed to ensure that all the technology architectures and management architectures are consistent with the new or changed service and have the capability to operate and maintain the new service. If not, then either the architectures will need to be amended or the design of the new service will need to be revised.

The processes required: These are reviewed to ensure that the processes, roles, responsibilities and skills have the capability to operate, support and maintain the new or changed service. If not, the design of the new service will need to be revised or the existing process capabilities will need to be enhanced. This includes all IT and service management processes, not just the processes involved in the service design stage itself.

The measurement methods and metrics: These are reviewed to ensure that the existing measurement methods can provide the required metrics on the new or changed service. If not, then the measurement methods will need to be enhanced or the service metrics will need to be revised.”

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Value to the BusinessGood Service Design practices result in the following benefits:

1.2 Scope and Value to the Business 1.3 Service Design Goals 1.4 Context1.1

Value to Business


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governance of IT.

quality and cost.

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Business ValueAll the aspects of Service Design are vital elements in supporting and enhancing the capability of:

1.2 Scope and Value to the Business 1.3 Service Design Goals 1.4 Context1.1

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Business Value

needs.


1.3Service Design Goals

1.2Scope and Value to the Business

Coming Up

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1.3 SERVICE DESIGN GOALS

Core Guidance Reference — SD 3.2

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Goa

ls a

nd O

bjec

tives

O

f Ser

vice

Des

ign

Satisfy business objectives and align with business needs, based on the quality, compliance, Risk, and security requirements.

Achieve efficient development and enhancement within appropriate timescales and costs to constrain the long-term costs of Service provision.

Design secure and resilient IT infrastructures and capability to meet current and future needs.

Create an efficient and effective service management system.

Produce and maintain IT plans, processes, policies, architectures, frameworks, and documents.

Assist in the development of policies and standards in all areas of design and planning.

Design measurement methods and metrics for assessing effectiveness and efficiency.

Develop skills and capability within IT by moving strategy and design activities into operational tasks.

Contribute to the improvement of the overall quality of IT service within the imposed design constraints.

and business focus.

current and future agreed business needs.

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1.4Context

1.3Service Design Goals

Coming Up

1.4 CONTEXT

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The ITIL Service Lifecycle

Adapted from The ITIL Service Lifecycle © Crown Copyright 2011 Reproduced under licence from Cabinet Office

ContinualService

Improvement Service Transition

ServiceStrategy

Service Operation

ServiceDesign

The ITIL Service LifecycleCore Guidance Reference — SD 1.2

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Service Strategy

Service Design

Service Transition

Service Operation

resolution.

CSI


1.5Inputs, Outputs, Contents, and Use of SDP

1.4Context

Coming Up

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1.5 INPUTS, OUTPUTS, CONTENTS, AND USE OF SDP

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The Big ‘‘Why”What is an SDP?

1.6 Contents and Use of SAC 1.7 Group/Individual Exercise 1.8 Sample Test QuestionInputs, Outputs, Contents, and Use of SDP1.5

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SDP

The SDP is a package of the complete information required to effectively plan, deliver, and support an IT Service.

The SDP is produced during the Service Design stage for each new Service, major Change to a Service, removal of a Service, or Changes to the SDP itself.


SDPCore Guidance Reference — SD Appendix A

of its Lifecycle.

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Details of an SDP

Requirements Business requirements The initial agreed and documented business requirements

Service applicabilityThis defines how and where the service would be used. This could reference business, customer and user requirements for internal services

Service contactsThe business contacts, customer contacts and stakeholders in the service

Service DesignService functional requirements

The changed functionality of the new or changed service, including its planned outcomes and deliverables, in a formally agreed Statement of Requirements (SoR)

Service Level RequirementsThe SLR, revised or new SLA, including service and quality targets

Service and operational managerial requirements

Management requirements to manage the new or changed service and its components, including all supporting services and agreements, control, operation, monitoring, measuring and reporting”

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Details of an SDP (Contd.)

Service Design and topology

The design, transition and subsequent implementation and operation of the service solution and its supporting components, including:

The service definition and model, for transition and operationAll service components and infrastructure (including H/W, S/W, networks, environments, data, applications, technology, tools, documentation), including version numbers and relationships, preferably within the CMSAll user, business, service, component, transition, support and operational documentationProcesses, procedures, measurements, metrics and reportsSupporting products, services, agreements and suppliers

Organizational ReadinessAssessment

Organizational Readiness Assessment

‘Organizational Readiness Assessment’ report and plan, including:business benefit, financial assessment, technical assessment, resource assessment and organizational assessment, together with details of all new skills, competences, capabilities required of the service provider organization, its suppliers, supporting services and contracts”Sam

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Service Lifecycle Plan

Service Program

An overall program or plan covering all stages of the lifecycle ofPlan the service, including the timescales and phasing, for the transition, operation and subsequent improvement of the new service including:

Management, coordination and integration with any other projects, or new or changed activities, services or processesManagement of risks and issuesScope, objectives and components of the serviceSkills, competences, roles and responsibilitiesProcesses requiredInterfaces and dependencies with other servicesManagement of teams, resources, tools, technology, budgets,facilities requiredManagement of suppliers and contractsProgress reports, reviews and revision of the program and plansCommunication plans and training plansTimescales, deliverables, targets and quality targets for each stage”

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Service Transition Plan

Overall transition strategy, objectives, policy, risk assessment and plans including:Build policy, plans and requirements, including service and component build plans, specifications, control and environments, technology, tools, processes, methods and mechanisms, including all platformsTesting policy, plans and requirements, including test environments, technology, tools, processes, methods and mechanismsTesting must include:

Functional testingComponent testing, including all suppliers, contracts and externally provided supporting products and servicesUser acceptance and usability testingSystem compatibility and integration testingService and component performance and capacity testingResilience and continuity testingFailure, alarm and event categorization, processing and testingService and component, security and integrity testingLogistics, release and distribution testingManagement testing, including control, monitoring, measuring and reporting, together with backup, recovery and all batch scheduling and processing”Sam

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Service Transition Plan

Deployment policy, release policy, plans and requirements, including logistics, deployment, roll-out, staging, deployment environments, cultural change, organizational change, technology, tools, processes, approach, methods and mechanisms, including all platforms, knowledge, skill and competence transfer and development, supplier and contract transition, data migration and conversion

Service Operational Acceptance Plan

Overall operational strategy, objectives, policy, risk assessment and plans including:Interface and dependency management and planningEvents, reports, service issues, including all changes, releases, resolved incidents, problems and known errors, included within the service and any errors, issues or non-conformances within the new serviceFinal service acceptance

Service Acceptance Criteria

Development and use of Service Acceptance Criteria (SAC) for progression through each stage of the Service Lifecycle, including: All environments Guarantee and pilot criteria and periods”


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InputsData or information used by the Lifecycle or process and may be the output from another Lifecycle or process

OutputsInformation required to manage the Lifecycle of a new or changed Service; it should be driven by objectives and should include measurements (metrics), reports and improvement


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Inputs and Outputs of Service Design


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Details of Inputs and Outputs of Service Design in the Lifecycle

Service strategy Vision and missionService portfolioPoliciesStrategies and strategic plansPrioritiesService charters including service packages and details of utility and warrantyFinancial information and budgetsDocumented patterns of business activity and user profilesService models

Input to business cases and the service portfolioService design packagesUpdated service modelsService portfolio updates including the service catalogueFinancial estimates and reportsDesign-related knowledge and information in the SKMSDesigns for service strategy processes and procedures

Service transition Service catalogue updatesFeedback on all aspects of service design and service design packagesInput and feedback to transition plansResponse to requests for change (RFCs)Knowledge and information in the SKMS (including the CMS)Design errors identified in transition for re-designEvaluation reports

Service catalogueService design packages, including:

Details of utility and warrantyAcceptance criteriaService models Designs and interface specificationsTransition plansOperation plans and procedures

RFCs to transition or deploy new or changed servicesInput to change evaluation and CAB meetingsDesigns for service transition processes and proceduresSLAs, OLAs and underpinning contracts”

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Details of Inputs and Outputs of Service Design in the Lifecycle (Contd.)

Service operation Operational requirementsActual performance informationRFCs to resolve operational issuesHistorical incident and problem records

Service catalogueService design package, including:

Details of utility and warrantyOperations plans and proceduresRecovery procedures

Knowledge and information in the SKMSVital business functionsHW/SW maintenance requirementsDesigns for service operation processes and proceduresSLAs, OLAs and underpinning contracts Security policies

Continual service improvement

Results of customer and user satisfaction surveysInput to design requirementsData required for metrics, KPIs and CSFsService reportsFeedback on service design packagesRFCs for implementing improvements

Service catalogueService design packages including details of utility and warrantyKnowledge and information in the SKMSAchievements against metrics, KPIs and CSFsDesign of services; measurements; processes; infrastructure; systemsDesign for the seven-step improvement process and proceduresImprovement opportunities logged in the CSI register”



1.6Contents and Use of SAC

1.5Inputs, Outputs, Contents, and Use of SDP

Coming Up

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1.6 CONTENTS AND USE OF SACCore Guidance Reference — SD Appendix B

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The Big ‘‘Why”What do you understand by acceptance?What is SAC?What is the use of SAC?


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Acceptance is defined as “Formal agreement that an IT Service, Process, Plan, or other Deliverable is complete, accurate, Reliable and meets its specified Requirements. Acceptance is usually preceded by Evaluation or Testing and is often required before proceeding to the next stage of a Project or Process.”


Service Acceptance Criteria or SAC is defined as “A set of criteria used to ensure that an IT Service meets its functionality and Quality Requirements and that the IT Service Provider is ready to deliver the new service once it has been deployed.”

Source: (Service Design book)


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SACSAC is a set of criteria that is used to ensure that the:

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Details of SAC

Have the ‘go-live’ date and the guarantee period been agreed with all concerned parties, together with final acceptance criteria?

Change, Service Level

Have the deployment project and schedule been documented agreed and made public to all affected personnel?

Change, Incident

Has the SLA/SLR been reviewed, revised and agreed with all concerned parties?

Service Level”

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Details of SAC (Contd.)

Has the service been entered/updated in the Service Catalogue/Service Portfolio within the CMS and appropriate relationships established for all supporting components?

Service Level, Configuration

Have all customers and stakeholders been identified and recorded in the CMS?

Service Level, Business Relationship

Have all operational risks associated with running the new service been assessed and mitigation actions completed where appropriate?

Business Continuity, Availability

Have contingency and fail-over measures been successfully tested and added to the overall resilience test schedule?

Business Continuity, Availability”

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Can all SLA/SLR targets be monitored, measured, reported and reviewed, including availability and performance?

Service Level, Availability

Have all users been identified/approved and their appropriate accounts created for them?

Account Management

Can all workload characteristics, performance and capacity targets be measured and incorporated into Capacity Plans?

Capacity

Have all operational processes, schedules and procedures been agreed, tested, documented and accepted (e.g. site documentation, backups, housekeeping, archiving, retention)?

Operations, Business Continuity"

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Have all batch jobs and printing requirements been agreed, tested, documented and accepted?

Operations

Have all test plans been completed successfully?Test Manager

Have all security checks and tests been completed successfully?

Security Compliance

Are appropriate monitoring and measurement tools and procedures in place to monitor the new service, together with an out-of-hours support rota?

Systems Management”

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Have all ongoing operational workloads and costs been identified and approved?

Operations, IT Finance

Are all Service and component operational costs understood and incorporated into financial processes and the cost model?

IT Finance

Have incident and problem categories and processes been reviewed and revised for the new Service, together with any known errors and deficiencies?

Incident, Problem Reporting

Have all new suppliers been identified and their associated contracts drawn up accordingly?

Contract and Supplier Management”

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Have all support arrangements been reviewed and revised – SLAs, SLRs, OLAs and contracts agreed, with documentation accepted by all teams (including suppliers, support teams, Supplier Management, development teams and application support)?

Project Manager

Has appropriate technical support documentation been provided and accepted by Incident, Problem and all IT support teams?

Incident, Problem

Have all RFCS and release records been authorized and updated?

Change

Have all service, SLA, SLR, OLA and contract details, together with all applications and infrastructure component details, been entered on the CMS?

Project Management Support Teams, Configuration”Sam

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Have appropriate S/W licenses been purchased or reallocated licenses used?

Configuration

Have any new H/W components been stored in the DL with details recorded in the CMS?

Configuration

Have all new S/W components been lodged in the DL with details recorded in the CMS?

Configuration

Have all maintenance and upgrade plans been agreed, together with release policies, frequencies and mechanisms?

Release and Deployment”

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Have all users been trained, and has user documentation been accepted and supplied to all users?

Project Manager

Are all relationships, interfaces and dependencies with all other internal and external systems and services documented, agreed and supported?

Project Manager

Have appropriate business managers signed off acceptance of new service?

Project Manager”


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1.7Group/Individual Exercise

1.6Contents and Use of SAC

Coming Up

1.7 GROUP/INDIVIDUAL EXERCISE


1.8Sample Test Question

1.7Group/Individual Exercise

Coming Up

1.8 SAMPLE TEST QUESTION

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Summary of Unit 1

Introduction to Service DesignUnit Roadmap SummaryOverview

Unit Learning Objectives Learning Objectives of the Unit

1.1 Purpose and Objectives

Purpose“The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.”

Objectives“The objective of service design is to design IT services so effectively that minimal improvement during their lifecycle will be required. However, continual improvement should be embedded in all service design activities to ensure that the solutions and designs become even more effective over time, and to identify changing trends in the business that may offer improvement opportunities. Service design

or event.”

1.2 Scope and Value to the Business

Value to Business

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goals and its evolving needs.

1.3 Service Design Goals

Goals and objectives of Service Design:

needs.

design constraints.

1.4 Context

1.5 Inputs, Outputs, Contents, and Use of SDP

Inputs:

Outputs:

1.6 Contents and Use of SAC

“A set of criteria used to ensure that an IT Service meets its functionality and Quality Requirements and that the IT Service Provider is ready to Operate the new IT Service when it has been Deployed.”

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Unit2Service Design Principles

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Course IntroductionUnit 2 : Service Design PrinciplesIntermediateService Design

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OverviewService Design:

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Overview

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Unit Learning ObjectivesAt the end of this unit, you will be able to:

Service Design, Service composition, and the 4Ps of Service Design.

importance of and approach to balanced design.Service Requirements, business requirements, and drivers.

Service Design activities and constraints.five aspects of Service Design.

principles of Service-oriented architecture.Service Design models.

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Topics Covered in this Unit2.1 Holistic Service Design 2.2 Balanced Design2.3 Identifying Service Requirements2.4 Identifying and Documenting Business Requirements and Drivers2.5 Design Activities2.6 Design Aspects2.7 The Subsequent Design Activities2.8 Design Constraints2.9 Service-Oriented Architecture2.10 Service Design Models2.11 Group/Individual Exercise2.12 Sample Test Question

2.1 HOLISTIC SERVICE DESIGN

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2.2 Balanced Design 2.3 Identifying Service Requirements 2.4

Identifying and Documenting Business Requirements and Drivers

Holistic Service Design2.1

Adapted from Service Design – the big picture © Crown Copyright 2011 Reproduced under licence from Cabinet Office

Zoomed graphic provided in Appendix F.

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Service DesignCore Guidance Reference —SD 3.1.1

“Service solutions for new or changed services

Management information systems and tools, (especially the service portfolio, including the service catalogue)

Technology architectures and management architectures

The processes required

Measurement methods and metrics.”

“A holistic approach should be adopted for all service design aspects and areas to ensure consistency and integration within all activities and processes across the entire IT technology, providing end-to-end business-related functionality and quality.”

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Comprehensive and Integrated Service DesignIt is essential that IT systems and Services are designed, planned, implemented, and managed appropriately for the business as a whole. The requirement then is to provide Services that:

ented, focused, and driven.

in the volume and speed of Change.

cceptable level of Risk.




Comprehensive and Integrated Service Design

Core Guidance Reference —SD 3.1.5

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Adapted from The four Ps © Crown Copyright 2011 Reproduced under licence from Cabinet Office

The Four Ps

“The new service solution should be added to the overall service portfolio from

current status through any incremental or iterative development. This will be

during design.

As part of the initial service/system analysis, there will be a need to understand the service level requirements (SLRs) for the service when it goes live.

From the SLRs, the various processes and functions must ascertain if customer’s requirements can be met with current resources and capabilities. For example, the capacity management team can model this within the current infrastructure to ascertain if it will be able to support the new service. If organizational policies require it, the results from the modelling activities can be built into the capacity plan.

If new infrastructure is required for the new service, or extended support,

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An initial business impact analysis and risk assessment should be conducted on services well before implementation as invaluable input into IT service continuity strategy, availability design, security design and capacity planning.

The service desk will need to be made aware of new services well in advance of live operation to prepare and train service desk staff and potentially IT customer staff.

The technical management, application management and IT operations management functions (see ITIL Service Operation) also need to be made aware of new services to allow them to plan for effective operational support of the services.

Service transition can start planning the implementation and build into the change schedule.

Supplier management will need to be involved if procurement is required for the new service.”

A C T I V I T Y I N W O R K B O O K

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Adapted from Service composition © Crown Copyright 2011 Reproduced under licence from Cabinet Office

Service CompositionBusiness service management

Business service A (delivered to business customers)

Requirements/demand:

IT service managementUtility:name, description,purpose, impact, contacts

Warranty:service levels, targets,service hours, assurance,responsibilities

Assets/resources:systems, assets,components

Assets/capabilities:processes, supportingtargets, resources

Assets/capabilities:resources, staffing, skills

Businessprocess 1

Businessprocess 2

Businessprocess 3

Policy, strategy,governance, compliance

SLAs/SLRsincludingcost/price

OLAscontracts

Supportingservices

Supportteams Suppliers

Infrastructure Environment Data Applications

Service

Servicemanagement

processes

IT Service




Service Composition

“Business process:invoicing, orders, credit checking

Service:example, email, billing

Policy, strategy, governance, compliance:thereby ensure adherence to organizational goals and objectives

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SLAs/SLRs: The documents agreed with the customers that specify the level, scope and quality of service to be provided, either now for an existing service (SLAs) or in the future for a new service (SLRs)

Infrastructure: All of the IT equipment necessary to deliver the service to the customers and users, including servers, network circuits, switches, personal computers (PCs), telephones

Environment:power, air conditioning

Data: The data necessary to support the service and provide the information required by the business processes

Applications: All of the software applications required to manipulate the data and provide the functional

relationship management applications

Supporting services:example, a shared service, a managed network service

Operational level agreements (OLAs) and underpinning contracts: Any underpinning agreements necessary to deliver the quality of service agreed within the SLA

Support teams: Any internal teams providing support for any of the components required to provide the service

Suppliers: Any external third parties necessary to provide support for any of the components required to provide

Service management processes: Any processes needed by the service provider to ensure the successful provision of the service.”


2.2Balanced Design

2.1Holistic Service Design

Coming Up

2.2 BALANCED DESIGN

A C T I V I T Y T I M E

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Importance of BalancedService Design

Strategy Governance

Functionality

Business functionalityManagement requirementsLegislative requirementsRegulatory requirementsetc...Adapted from Project elements in a triangulated relationship

© Crown Copyright 2011 Reproduced under licence from Cabinet Office

Importance of Balanced Service Design


“Functionality:

Resources:

Schedule:

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2.3Identifying Service Requirements

2.2Balanced Design

Coming Up

2.3 IDENTIFYING SERVICE REQUIREMENTS

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Identifying Service RequirementsIn your approach to Service Design, consider the:

Service, including infrastructure,

Identifying Service Requirements

Core Guidance Reference —SD 3.4

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Documents

ITIL Intermediate Course: SD Student Handbook (Workbook_r3.2.0)