Service Design

design of new services or changes to existing services
Purpose
1. design IT sevices to realise the strategy
2. ensure quality & cost-effective service delivery, customer satisfaction
Objective
1. design IT services so that they will require minimal improvement
Business Value
1. provision of quality, cost-effective services
2. reduced total cost of ownership
3. improved service & operational quality
4. improved consistency of service
5. easier implementation of services
6. services more aligned to business needs & SLAs
7. improved IT governance
8. more effective processes and service management
9. improved information and decision-making
4Ps
1. The organisation of People
2. Relevant documentation for Processes
3. The Product/Services and relevant technologies and tools
4. The Partners: suppliers, manufacturers & vendors
5. effective use of the 4Ps are essential for success
Service Design Package (SDP)
1. documents which define aspects & requirements of an IT service
2. Each new service or plans for major changes or service retirement should have an SDP
3. passed to Service Transition & Service Operation
4. May include: Business Case, Functional Requirements, Test Plans, etc
5 Aspects of Service Design
1. [S]ervice Solutions
2. [T]ools & service management systems
3. [A]rchitectures, technology & management tools the services require
4. [M]easurement systems, methods and metrics
5. [P]rocesses needed to design, transition, operate & improve the services
6. holostic approach incorporating all 5 aspects into service design
Scope
1. includes the design of new services, as well as changes and improvements to existing ones to meet business requirements
Processes
1. Design Coordination
2. Service Catalog Management
3. Service Level Management
4. Availability Management
5. Capacity Management
6. IT Service Continuity Management
7. Information Security Management
8. Supplier Management

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	Criado por gyuunyuu quase 11 anos atrás