ITIL Lifecycle Suite : 'ITIL Service Strategy', 'ITIL Service Design', 'ITIL Service Transition', 'ITIL Service Operation', 'ITIL Continual Service Improvement'

In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes. Throughout the updated ITIL Service Design publication, there has been particular focus on alignment with ITIL Service Strategy. A number of concepts and principles have been clarified, most significantly the flow and management of activity throughout the overall service design stage with the addition of the 'design coordination' process. Other significant clarifications include the five aspects of service design, the design of the service portfolio and the terminology related to views of the service catalog. Cover......Page 1 Title......Page 2 Copyright......Page 3 Contents......Page 4 List of figures......Page 6 List of tables......Page 8 Foreword......Page 9 Preface......Page 10 Acknowledgements......Page 11 1 Introduction......Page 14 1.1 Overview......Page 16 1.2 Context......Page 18 1.3 ITIL in relation to other publications in the Best Management racticeportfolio......Page 20 1.5 Chapter summary......Page 22 2 Service management as a practice......Page 24 2.1 Services and service management......Page 26 2.2 Basic concepts......Page 33 2.3 Governance and management systems......Page 38 2.4 The service lifecycle......Page 41 3 Service design principles......Page 46 3.1 Service design basics......Page 48 3.3 Balanced design......Page 57 3.4 Identifying service requirements......Page 58 3.5 Identifying and documenting business requirements and drivers......Page 60 3.6 Design activities......Page 61 3.7 Design aspects......Page 62 3.8 The subsequent design activities......Page 84 3.9 Design constraints......Page 85 3.10 Service-oriented architecture......Page 86 3.11 Service design models......Page 87 3.12 Service design inputs and outputs......Page 95 4 Service design processes......Page 96 4.1 Design coordination......Page 99 4.2 Service catalogue management......Page 110 4.3 Service level management......Page 119 4.4 Availability management......Page 138 4.5 Capacity management......Page 170 4.6 IT service continuity management......Page 192 4.7 Information security management......Page 209 4.8 Supplier management......Page 220 5 Service design technology-related activities......Page 240 5.1 Requirements engineering......Page 242 5.2 Management of data and information......Page 252 5.3 Management of applications......Page 257 6 Organizing for service design......Page 264 6.2 Functions......Page 266 6.3 Roles......Page 269 6.5 Competence and training......Page 283 7 Technology considerations......Page 286 7.1 Service design tools......Page 288 7.2 Service management tools......Page 290 8 Implementing service design......Page 294 8.2 Service level requirements......Page 296 8.4 Implementing service design......Page 297 8.5 Measurement of service design......Page 301 9 Challenges, risks and critical success factors......Page 304 9.1 Challenges......Page 306 9.3 Critical success factors and key performance indicators......Page 307 Afterword......Page 310 Appendix A: The service design package......Page 314 Appendix B: Service acceptance criteria......Page 320 Appendix C: Process documentationtemplate......Page 324 C.1 Process framework......Page 326 Appendix D: Design and planning documents and their contents......Page 328 D.2 IT plans......Page 330 Appendix E: Environmental architectures and standards......Page 332 Appendix F: Sample service level agreement and operational level agreement......Page 338 F.1 Sample service level agreement......Page 340 F.2 Sample operational level agreement......Page 343 Appendix G: Service catalogue example......Page 346 Appendix H: The service management process maturity framework......Page 350 H.2 Repeatable (level 2)......Page 352 H.3 Defined (level 3)......Page 353 H.5 Optimizing (level 5)......Page 354 Appendix I: Example of the contents of a statement of requirements and/or invitation to tender......Page 356 Appendix J: Typical contents of a capacity plan......Page 360 J.7 Service summary......Page 362 J.11 Recommendations......Page 363 Appendix K: Typical contents of a recovery plan......Page 364 K.1 Generic recovery plan......Page 366 K.2 Supporting information......Page 367 K.3 Recovery procedure......Page 369 Appendix L: Procurement documents......Page 370 Appendix M: Risk assessment andmanagement......Page 374 M.2 Management of Risk (M_o_R)......Page 376 M.3 ISO 31000......Page 377 M.4 ISO/IEC 27001......Page 378 M.5 Risk IT......Page 379 Appendix N: Related guidance......Page 382 N.2 Quality management system......Page 384 N.5 COBIT......Page 385 N.7 Environmental management and green/sustainable IT......Page 386 N.9 ITIL and the OSI framework......Page 387 N.11 Organizational change......Page 388 N.14 Balanced scorecard......Page 389 N.15 Six Sigma......Page 390 Appendix O: Examples of inputs and outputs across the service lifecycle......Page 392 Abbreviations and glossary......Page 396 Index......Page 442 "Well-designed services play a vital role in realizing a sound service strategy. Effective design contributes towards the provision of quality services that deliver the results the customer requires, within real business constraints such as time and money. ITIL Service Design provides a framework for service design that considers customer requirements, both now and in the future, creating valuable IT service assets for the organization while keeping the business view firmly in sight."--Publisher description The ITIL Service Design stage of the ITIL v3 framework offers guidance to IT practitioners and business leaders wanting to move their IT strategy forward. This step-by-step approach to planning focuses on quality and efficiency, leading to robust IT services that will stand the test of time. The guidance describes an approach to ensure the most relevant IT services are introduced into fully supported environments, meeting an organization's current and future business needs.