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Service Design
Service Design
Service Design stage of the lifecycle starts with a set of new or changed business
requirements and ends with the development of a service solution designed to meet the
documented needs of the business
Service
Service Design
Design
Service
Service Design
Design
Five major aspects of Service
Design
Key concepts
• Requirements
• Availability Management
• Supplier Management
• Capacity Management
Objectives
Basic concepts
• The Service Catalog
- Details of all operational services and those being prepared for transition
Roles
Objectives
• Negotiate, agree and document
service levels
Scope
• Existing services
Definitions
• SLA – A contract between the Service Provider (IT Organization) and the Customer
that articulates the detail of which services are to be delivered along with the
quality, performance and availability.
• Operational Level Agreement (OLA) – Document to support the SLA agreed with the
Internal Departments
• Underpinning Contract (UC) – Document to support the SLA agreed with the External
service providers / suppliers to delivery of one or more components of the end-to-
end service.
• Service Catalog – The details of range of services that an IT Organization can deliver
and different levels of service that are available to the customer. (Technical and
Business Service Catalog)
• Service Level Requirements (SLR) – Provides the details of list of services that are
required by the customer.
Service Design – Service Level Management
Structure of SLM
SLA / SLC
IT Service
IT Service
Department
IT System IT System
OLA UC
Maintenance
Internal External
And Supplier
Service Design – Service Level Management
Activities
Contracts
Roles
• Process Owner
• Understand Customers
Key Metrics
Process Interfaces
• Supplier Management
Objectives
Definitions
Activities
Incident
Incident
Roles
Service Level Manager
• Process Owner
• Assessing changes
Objectives
- Availability
- Confidentiality
- Integrity
Service Design – Information Security Management
Definitions
Roles
Security Manager
• Process Owner
Objectives
Activities
• Ensure the UC and OLA with suppliers are aligned to
business needs and support and align with targets in
SLR’s and SLA’s, in conjunction with SLM
Service knowledge
Management system
(SKMS)
Evaluation of new
suppliers & controls
Roles
Supplier Manager
• Process Owner
Objectives
RIGHT CAPACITY
at RIGHT TIME
with RIGHT MONEY
Service Design – Capacity Management
Basic Concepts
• Balancing costs against resources needed
• Balancing supply against demand
• Modeling
• Application Sizing
Service Design – Capacity Management
Activities
• Implementation
• Demand Management
This sub-process is responsible for ensuring that the future business requirements for IT services are
considered, planned and implemented in a timely fashion
The current resource utilisation by various services is obtained trend, forecast or model the future
requirements
The focus of this sub-process is the management of the performance of the IT services used by the
customers. It is responsible for ensuring that the performance of all services, as detailed in the SLA’s
and SLR’s is monitored and measured, and the collected data is recorded, analyzed and reported
The focus of this sub-process is the management of the individual components of the IT infrastructure.
It is responsible for ensuring that all the components within the IT infrastructure that have a finite
resource are monitored and measured, and the collected data is recorded, analyzed and reported
Service Design – Capacity Management
Roles
• Capacity Manager
- Process Owner
- Proactive planning
Objectives
• To maintain Service Continuity and IT Recovery plans that support the Business
Continuity Plans
• To complete regular Business Impact Analysis exercises to ensure that the plans
are current and relevant
• Initiation
• Requirement Analysis
• Implementation
• Operational Management
Service Design – ITSCM
Initiation
• Policy setting
• Allocate Resources
• The potential damage or loss that may be caused to the organisation as a result of
a disruption to critical business processes
• The time within which minimum levels of staffing, facilities and services should be
recovered
• The time within which all required business processes and supporting staff,
facilities and services should be fully recovered
Service Design – ITSCM
Risk Assessment
Risk Measurement
• Identify risks
• Assess threat and Vulnerability levels
• Assess the levels of risk
Recovery Options
• Manual Work-around
• Reciprocal arrangements
• Gradual recovery
- Cold Standby (target recovery normally in
excess of 72 hours)
• Intermediate recovery
- Warm Standby (target recovery normally
between 24 and 72 hours)
• Fast recovery
- Hot Standby (target recovery normally
within 24 hours)
Service Design – ITSCM
Roles
Service Continuity Manager