Service Design
Goal - The design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirement.
Processes
- Design coordination - ensures the goals and objectives of the service design phase are met by providing and maintaining a single point of coordination and control for all activities.
- service catalog management - provides a single source of consistent information for all live and transitioning services.
- service level management - ensures an agreed level of services is provided for all current and future services
- capacity management - ensures that the capacity and performance of IT Services and components matches the current and future agreed needs of the business, in the most cost effective and timely manner.
- availability management - ensures the level of service availability delivered matches or exceeds the current and future agreed needs of the business in cost effective manner.
- IT Service continuity management - supports overall business continuity management by ensuring the required IT Technical and service facilities can be resumed within required and agreed business timescales.
- Information security management - align IT Security with business security and ensures that information security is effectively managed in all service and service management activities.
- supplier management - manages suppliers and their services to provide seamless IT service quality and ensure value for money.
Key concepts
- RACI Model
- Sourcing strategies
- service design package (SDP)
- 4ps of services Design
RACI MODEL
The R is defines the role (or roles) that are responsible for execution of the task, activity or process. In some organizations this may have an additional layer of granularity that covers the task/activity/process manager and the task/activity/process practitioner. The manager is responsible for the team of practitioners.
The A defines the single role/person who is accountable for the activity. This individual (I prefer role-based assignment not a specific named person) owns the overall activity. The role is accountable for the governance, compliance and definition of the task, activity or process.
The C is/are the roles that can provide help or additional information on an as needed basis. The C stands for Consulted.
The I is/are the roles that should be kept in the loop about progress, issues, etc. I stands for Informed.
The A defines the single role/person who is accountable for the activity. This individual (I prefer role-based assignment not a specific named person) owns the overall activity. The role is accountable for the governance, compliance and definition of the task, activity or process.
The C is/are the roles that can provide help or additional information on an as needed basis. The C stands for Consulted.
The I is/are the roles that should be kept in the loop about progress, issues, etc. I stands for Informed.
Service design package (SDP) - defines all aspects of IT services throughout their lifecycle. It is created for new services, major changes and retirement. The SDP is critical for, and provided to, service transtions, service operations, and continual service improvement.
4Ps of services Design
4Ps of services Design
- People: People are in charge of providing IT services. These professionals should have the skills and competencies required for providing services.
- Products: The products are the tools, services, and technology used in the delivery of, and support of, the services.
- Processes: Processes support and manage the services being offered so that the services meet customer expectations and agreed service levels. All processes must be measureable.
- Partners: When designing services, vendors, manufacturers, and suppliers should be considered as they will be utilized to support the service once it is live.
Elements of SDP
- service requirements
- service design
- organizational readiness assessment
- service lifecycle plan. a.) service program, service transition plan b.) service operational acceptance plan c.) service acceptance criteria(SAC)
5 Aspects of Design
1. service solutions new/changed services
2. management information systems and tools
3. technology/management architectures
4. processes required
5. measurement methods & metrics
Value to the business of service design
- Reduce total cost of ownership
- improved quality of service
- improved consistency of service
- improved IT governance
- improved service alignment
- more effective service performance
- easier implementation of new/changed services
- more effective service management and IT processes
- improve information and decision-making
- improve alignment with customer values and strategies
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