ITIL Service Design

Service Design connects the Strategy with Transition and Operation, providing tools to create and redesign services aligned with strategic objectives. It takes care that service management is fully aligned with business needs and uses its capabilities in an efficient and resilient manner.

Purpose
To design IT Services in a cost-effective, secure manner and in accordance to Service Strategy, and to take care of designed service delivery having in mind customer satisfaction.
A set of design governance documents is defined: methods, best practices, procedures and policies.

Objective
Effective IT Service design using continual improvement methods, ensuring service alignment with existing and new business requirements.

Five Aspects of Service Design
deal with designing:
 • service solutions for new or changed services
 • management information systems and tools
 • technology architectures and management architectures
 • processes
 • measurement methods and metrics

Four Ps:
(we remember them as People, Processes, Technology from last version)
 • People
 • Processes
 • Products (services, technologies, tools)
 • Partners (manufacturers, supplier,  vendors)

Service Design Package (SDP)
Definition: "Service Design Documents defining all aspects of an IT Service and its Requirements through each stage of its Lifecycle. A Service Design Package is produced for each new IT Service, major Change, or IT Service Retirement"

ITIL V2011 Service Design Mind Map

Service Design processes:

Service Catalogue Management
Deals with management of information about all live services. Info has to be accurate and current.

Availability Management
One of the oldest ITIL processes, connected to SLM. Ensures that delivered services availability is in accordance with the agreed levels. Of course, in a timely and cost-effective manner.

Capacity Management
Another V2 veteran: Capacity Management wants to ensure that IT capacity (infrastructure and services) meets the agreed requirements in a cost effective (and timely, of course) manner. Capacity management spans through all ITIL lifecycles, since cost-effectiveness and efficiency are among the basic reasons for ITIL existence.

IT Service Continuity Management
IT Service Continuity Management (ITSCM) process is responsible for the alignment of IT services to Business Continuity Management.

Service Level Management
This is a matured key process, SLM ensures that all services are delivered as agreed. It is tightly coupled with other processes emerged from Service Delivery group. Main purpose of SLM is to improve communication and understanding of Business and Service Provider.

Design Coordination
New in ITIL 2011, this process became the central point of communication and control for all processes in Service Design stage.
Design Coordination process is in charge of all design activities, whether they are done through projects or Change Management. It ensures consistent design of services which are aligned with Service Strategy and will be properly prepared for Transition.

Information Security Management
ISM is a governance process which ensures that information security policy  is aligned with business security. ISM maintains and enforces the security policy.

Supplier Management
A fresh process which was probably introduced for better compliance with ISO/IEC 20000, same as Business Relationship Management in Service Strategy. Supplier Management ensures getting value for money from suppliers. All activities are included: negotiation, agreements, supplier performance management, seamless integration of underpinning contracts and delivered services.