ITIL^® Intermediate Qualification:
Service Design

Introduction and Overview

• Purpose and goals
• Scope of service design
• Doing it right the first time
• Designing new and changed service
• How service design creates business value

Key Service Design Principles

Five aspects of service design

• Designing service solutions
• Designing supporting systems and the service portfolio
• Technology architectures, processes and design aspects
• Measurement, methods and metrics
• Service-oriented architecture principles

Holistic service design

• Design activities and their constraints
• The importance of balanced design
• Service requirements, business requirements and drivers

Four Ps of Design

• People
• Products
• Processes
• Partners

Service Design Processes

Service catalogue management

• Managing the service catalogue
• Providing a central source of information on IT services delivered to the business by the service provider
• Ensuring the business can view an accurate and consistent picture of IT services available, including details and status

Service level management

• Negotiating, agreeing and documenting appropriate IT service targets with the business
• Monitoring and producing reports on delivery against agreed level of service

Capacity management

• Matching capacity of IT to agreed business demands
• Capacity management: right resource, right time, right cost

Availability management

• Ensuring that availability targets are measured and achieved in a cost-effective manner
• Building availability into the design

IT service continuity management

• Maintaining ongoing recovery capability to match agreed needs, requirements and time scales
• Developing service continuity and recovery plans
• Aligning plans with business needs over time

Primary Activities of Service Design

Technology-related activities

• Requirements engineering: requirement types, activities and techniques
• Data and information management activities
• Techniques within application management
• Investigating service design requirements

Achieving balance between design and existing strategies

• Ensuring inclusion of governance and security controls
• Assembling the service design package
• Producing, maintaining and revising all services, design processes and documents
• Liaising with other design and planning activities
• Aligning with corporate and IT strategies

Organising Service Design

• Roles appropriate within service design and service design-focused processes
• Functional role analysis and the use of the RACI matrix
• Defining service design responsibilities
• Aligning information security with business security
• Managing suppliers to ensure quality and value for money

Service Design and Technology

• Technology considerations for service design
• The tools that benefit service design
• Requirements for service design

Implementation Challenges and Risks

• The six-stage implementation approach
• Measurements of service design
• Outlining the challenges and risks facing service design
• Establishing critical success factors and key performance indicators (KPIs)
• Developing risk-benefit analyses for adoption of service design