Design is not just how it looks and feels it is about how it works too. In Service Design, we will see how requirements and strategy gets converted into a blueprint.
Service Design – 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 providers 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 the 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 on when they may be triggered by a specific business need or an event. ITIL Service Design provides guidance for the design of appropriate and innovative IT services, to meet the current and future agreed business requirements. It describes the principles of service design and looks at identifying, defining and aligning the IT solution with the business requirement. It also introduces the concept of the service design package and looks at selecting the appropriate service designmodel.
The processes are considered important to have a successful service design and a design coordination, a service catalogue management, a service level management, availability management, capacity management, an IT service continuity management, an information security management and a supplier management. All processes within the service lifecycle must be linked closely together for managing, designing, supporting and maintaining the services, the IT infrastructure, the environment, the applications and the data. Other processes are described in detail in the other core ITIL publications. The interfaces between processes need to be clearly defined, when designing a service or improving or implementing a process.
ITIL Service Design provides an access to the proven best practices, based on the skill and knowledge of experienced industry practitioners in adopting a standardized and controlled approach to service management. Although this publication can be used and applied in isolation, it is recommended that it is used in conjunction with the other core ITIL publications. All of the core publications need to be read, to fully appreciate and understand the overall lifecycle of services and IT service management. Selecting and adopting the best practice as recommended in this publication, which will assist organizations indelivering significant benefits. With good service design, it is possible to deliver quality, cost effective services and to ensure that the business requirements are being met consistently.