Module 4 - INFO-6084 - Service Design Part I - Introduction PDF

Module 4 – Service Design Part I – Introduction INFO-6084 – Practical Applications of ITIL Agenda Service Design SDP (Service Design Package) Key elements of Service Design STAMP Learning Outcomes Understand the Service Design stage of ITIL, basic conc...

Module 4 – Service Design Part I – Introduction INFO-6084 – Practical Applications of ITIL Agenda Service Design SDP (Service Design Package) Key elements of Service Design STAMP Learning Outcomes Understand the Service Design stage of ITIL, basic concepts, its importance and main aspects covered in its processes Review, analyze and understand the content of a Service Design Package (SDP) Understand the concept of STAMP and how it complements the service solution Understand the relationship between Service Design and the other stages in the ITIL lifecycle Section 1 Service Design Remember where we are in the lifecycle ! Service Design This is the second stage of the ITIL® service lifecycle. This is the stage of designing processes and functions. In this, service management processes, technology, infrastructure, and products are planned and designed thoroughly in order to meet both customers as well as business demands. Service Design (Cont.) This stage starts with a customer requirement and finishes with a service that meet the requirement(s) Poor design may mean that the service never delivers the value Involved in planning both new services and changes to existing services Touches all areas of IT Successful design depends on taking the time to plan ahead. Service Design Purpose To deliver a new service or a change to an existing service It involves technology used to deliver the service along with processes and policies required It considers the requirements for transition phase to be operational Services running are within allocated budget and at agreed level or more Service Design Objectives Aims to deliver a service that will require very little improvement later Apply lessons learned from previous design projects Activities may be undertaken on a regular basis or as the result of identifying a new or changed requirement Service Design Scope Considers not only the current requirement; it extrapolates from this to identify possible future needs Ensures that the design fits the requirements Take advantage of technical developments to deliver an innovative service Describes how to identify requirements Considers the functional requirements as well as the required service levels Value of Service Design Delivers a reliable, effective service that meets the customer requirement Lower total cost of ownership across the lifetime of the service Considers the most effective way of enabling the transition from design to live ensuring that all the required information is captured Ensures that metrics and controls are part of the design Ensures that the design is aligned with business requirements Processes in Service Design Service Catalog Management Availability Management Information Security Management Service Level Management (this one will be covered in detail next week !!) Capacity Management Design Coordination Supplier Management IT service Continuity Section 2 SDP (Service Design Package) SDP Service Design Package (SDP) o Consists of one or more documents o Produced during the service design stage o Describes all aspects of the service o Contains all the necessary information that will be used to transition and operate the service o Ensures that all the relevant information is captured when the project ends and is passed on to those who will be transitioning, managing, and improving the service. SDP – Typical content Original agreed business requirements for the service How the service will be used Key contacts and stakeholders Functional requirements Management requirements Service level requirements Technical design of the new or changed service including hardware, software, networks, environments, data, applications, technology, tools, and documentation Sourcing strategy SDP – Typical content (Cont.) New or changed processes required to support the service Organizational readiness assessment Service lifecycle plan, including the timescales and phasing, for the transition, operation, and subsequent improvement of the new service Service program, service transition plan Service operational acceptance plan Service acceptance criteria (SAC) SDP (Examples) https://myitiljourney.wordpress.com/service-design-package/ https://advisera.com/wp- content/uploads//sites/6/2021/01/09.2.2_Appendix_2_Service _Design_Package_20000_Preview_EN.pdf https://www.ncdor.gov/media/13353/open Group Discussion – SDP Review and compare the there SDP examples provided in the previous slide SDP (Examples). Identify some similarities or differences among them. Identify some of the elements mentioned in the previous slide “SDP – Typical content” Breakout rooms - Groups of 5, discuss and present to the class Section 3 Key elements of Service Design Key elements In the first version of ITIL® framework, people, process, and technology were considered when looking at IT-enabled services. This was known as the PPT framework or the Golden Triangle. ITIL 4 has broadened this view, adding partners to the mix. Key elements (Cont.) Four critical elements of IT service management now form the basis of the four dimensions of ITIL and they are known as “the four P’s” These elements provide a holistic approach o People o Processes o Products o Partners Key elements (Cont.) Source: https://www.bmc.com/blogs/people-process-technology/ Key elements (Cont.) If any one of the four P’s is missing from the design stage, your services will not successfully meet the needs of your business, IT, and The end-users. The four P’s ensure a holistic Four design approach that accounts for each of these core parts so that the P’s final service requires minimal improvement through its lifecycle. People Ensures that the human aspect is not forgotten People are a resource and a capability Service designers must consider how many people will be required to support the new service (resource) and what skill set they will require to do so effectively (capability). Need to consider: o Training o Communication plan o Recruiting and on-boarding Processes The new service may require additional processes to be designed, such as an authorization or procurement process Processes should be documented, together with the interfaces between them and other processes All existing processes across the lifecycle should be assessed: o To identify whether any changes to them are required o To ensure that the activities described are measurable Products Products are any tools, services, and technology that are chosen to assist in the design or to deliver and support the service Products are the services that result from the service design stage itself As you design new services, consider what tools (e.g., automation) and technology you need to streamline the design process. Partners Partners include any third-party companies, such as vendors, suppliers, and manufacturers, who support the IT services. During the design stage, consider which partners you will need to build and support your new services. External suppliers are managed through the supplier management process Services are composed of: The business processes Governance or reporting requirements Service level agreements and supporting agreements Technical components and environments Applications and data Service management processes Section 4 STAMP STAMP Concentrating on just the service solution will not be sufficient; other aspects need to be considered STAMP: o Service solutions o Tools and systems for management information o Architectures o Measurement systems o Processes STAMP Service Solutions o The solution itself o Must conform to corporate rules and must work with the existing services Tools and Systems o Used to support and automate processes Architectures o There will be an existing architectural platforms as well as current technical standards o These need to be adhered to or amended where appropriate STAMP Measurement Systems o The metrics that are gathered must be sufficient to enable the service to be assessed for efficiency and effectiveness. o Measurement methods and metrics need to be created where required Processes o Each new or changed service will require processes o New processes will need to be designed, and existing processes need to be checked to see whether they require any improvement Next Week Module 5 – Service Design Part II - Service Level Management