Purpose and objectives
Scope Get it right the
first time
Design new and changed services
How service design creates business value

Five aspects of service design

Design service solutions, support systems and the service portfolio
Technological architectures, design processes and aspects
Measures, methods and metrics
Service-oriented architecture principles

Holistic approach to service design

Design activities and their constraints
The importance of a balanced design
Service requirements, business requirements and influencing factors

The four Ps of design

People
Products
Processes
Partners

Management of the service catalog

Provide a central source of information on the IT services offered to the business by the service provider
Ensure that the business can have an accurate and consistent picture of the services available, including details and status

Service level management

Negotiate, agree and document appropriate IT targets in the company
Monitoring and reporting on service quality against established service level

Capacity management

Match IT capabilities to established business requirements
Capacity management: appropriate resources, time and cost

Availability management

Ensure availability goals are measured and met and remain profitable
Integrate availability into design

IT service continuity management

Maintain ongoing restoration capabilities to meet established needs, requirements and deadlines
Develop a service continuity and restoration plan
Progressive alignment of projects to business needs

Technology-related activities

Requirements engineering: types of requirements, activities and techniques
Data and information
management Application management techniques
Examine service design requirements

Balance between existing design strategies

Ensure the inclusion of governance and security controls
Assemble the service design package
Production, maintenance and review of all services, design, processes and documents
Liaison with other design and planning activities
Alignment with strategies of the IT services department

Organize service design

Appropriate roles within service design process
Functional analysis of roles and use of the
RACI responsibility matrix Define service design responsibilities
Alignment of information security to enterprise
security Supplier management to ensure quality service and the best value for money

Design of services and technologies

Technology considerations for service design
Tools that benefit service design Requirements for service design

Difficulties, risks of implementation

Six-phase implementation approach