ITIL V3 Foundation:サービスデザイン(Service Design)

1. Lifecycle Phase(Service Design)

The main goal of Service Design is: the design of new or changed services for introduction into a production environment.

  • The design of service solutions
  • The design of the service portfolio
  • The design of the architecture
  • The design of processes
  • The design of measurement systems and metrics
Basic concepts
Service delivery model
  • Insourcing
  • Outsourcing
  • Co-sourcing
  • Multi-sourcing (or partnership)
  • Business Process Outsourcing (BPO)
  • Application service provision
  • Knowledge Process Outsourcing (KPO)
Service Design processes
  • Service Catalogue Management (SCM)
  • Service Level Management (SLM)
  • Capacity management
  • Availability management
  • IT Service Continuity Management (ITSCM)
  • Information security management
  • Supplier management
Service Design technology-related activities
  • Development of requirements
  • Data and information management
  • Application management
  • Responsible - the person who is responsible for completing the task
  • Accountable - just one person who is accountable for each task
  • Consulted - people who give advice
  • Informed - people who must be kept in the loop regarding the progress of the project
The implementation considerations for Service Design
  • Business Impact Analysis (BIA)
  • Implementation of Service Design
  • Prerequisites for Success (PFS)

2. Functions and Processes

2.1 Service Catalogue Management(SCM)

Service catalogue:
The service catalogue is a subset of the service portfolio and only consists of active and approved services (at user level) in Service Operation. The service catalogue divides services into components. It contains policies, guidelines and responsibilities, as well as prices, service level agreements and delivery conditions.
Two aspects of service catalogue

  • The service catalogue has two aspects- Contains all details of the services that are being supplied to the client, and the relations with different departments and processes that depend on the service.
  • Technical service catalogue- Contains not only the details of the services supplied to the client, but also their relation to the supporting and shared services, components and CIs. This is the part that is not visible to the client.
  • Defining the services.
  • Producing and maintaining an accurate service catalogue.
  • Providing information about the service catalogue to stakeholders.
  • Managing the interaction, mutual dependency, consistency and monitoring of the service portfolio.
  • Managing the interaction and mutual dependency between the services and supporting services in the service catalogue, and monitoring the CMS.
2.2 Service Level Management(SLM)

The SLM process entails planning, coordinating, supplying, agreeing, monitoring and reporting on Service Level Agreements (SLAs).
Options for SLAs are:

  • service-based SLAs
  • customer-based SLAs
  • multi-level SLAs

Operational Level Agreement (OLA)
An OLA is an agreement between an IT service provider and another part of the same organization. An OLA defines the goods or
services to be provided from one department to the other, and the responsibilities of both parties.
Underpinning Contract (UC)
An UC is a contract with a third party, in support of the delivery of an agreed IT service to a customer. The UC defines targets and responsibilities that are required to meet agreed service level targets in an SLA.

  • Design of SLM Frameworks
  • Determining, documenting and agreeing on the requirements for new services and production of Service Level Requirements (SLRs)
  • Determining, documenting and agreeing on the requirements for new services and production of Service Level Requirements (SLRs)
  • Improving client satisfaction
  • Review of the underlying agreements
  • Reviewing and improving services
  • Developing contacts and relationships
2.3 Capacity Management

Capacity management has to provide IT capacity coinciding with both the current and future needs of the customers balanced against justifiable costs. Service Strategy analyzes the wishes and requirements of customers; in the Service Design phase, capacity management is a critical success factor for defining an IT service.

Capacity Management Information System (CMIS)
The CMIS provides relevant information on the capacity and performance of services in order to support the capacity management process. This information system is one of the most important elements in the capacity management process.

  • reactive activities - monitoring and measuring; responding and reacting to capacity related events
  • proactive activities - predicting future requirements and trends; budgeting, planning and implementing upgrades; seeking ways to improve service performance; optimizing the performance of a service;

Three sub-processes of Capacity management

  • Business capacity management
  • Service capacity management
  • Component Capacity Management (CCM)
2.4 Availability Management

Availability management has to ensure that the delivered availability levels for all services comply with or exceed the agreed requirements in a cost-effective manner.
Mean Time to Restore Service (MTRS)
Mean Time Between Failures (MTBF)
Mean Time Between Service Incidents (MTBSI)
Mean Time To Repair (MTTR)


Reactive activities

  • monitoring, measuring, analyzing and reporting the availability of services and components
  • unavailability analysis
  • expanded lifecycle of the incident
  • Service Failure Analysis (SFA)

Proactive activities

  • identifying Vital Business Functions (VBFs)
  • designing for availability
  • Component Failure Impact Analysis (CFIA)
  • Single Point of Failure (SPOF) analysis
  • Fault Tree Analysis (FTA)
  • modeling to test and analyze predicted availabilities
  • risk analysis and management
  • availability test schemes
  • planned and preventive maintenance
  • production of the Projected Service Availability (PSA) document
  • continuous reviewing and improvement
2.5 IT Service Continuity Management(ITSCM)

IT Service Continuity Management (ITSCM) has to support business continuity by ensuring that the required IT facilities (computer systems, networks, etc.) can be resumed within the agreed timeframe.

  • Initiation
  • Requirements and strategies
  • Implementation
  • Operationalization
2.6 Information Security Management

The information security management process and framework include:

  • information security policy
  • Information Security Management System (ISMS)
  • comprehensive security strategy (related to the business objectives and strategy)
  • effective security structure and controls
  • risk management
  • monitoring processes
  • communication strategy
  • training strategy
  • Operation, maintenance and distribution of an information security policy.
  • Communication, implementation and enforcement of security policies
  • Assessment of information.
  • Implementing (and documenting) controls that support the information security policy and manage risks.
  • Monitoring and management of breaches and incidents.
  • Proactive improvement of the control systems.
2.7 Supplier Management

Supplier management manages suppliers and the services they provide, it is aimed at securing consistent quality at the right price.
Supplier:A supplier is a third party responsible for supplying goods or services that are required to deliver IT services.

  • Identify business requirements
  • Evaluate and select new suppliers
  • Categorizing suppliers and contracts
  • Introduce new suppliers and contracts
  • Manage performance of suppliers and contracts
  • Renew or end contract
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