ITIL service design practices focus on coordinating the design of new, existing, and continuously improving IT services. Below, you will find templates to help you get started with service-level agreements (SLAs), operational-level agreements (OLAs), capacity planning, service availability, service continuity, supplier management, and service catalog management.
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This video addresses capabilities needed for effectively consuming, designing and building services and systems. Relationship to service strategy, customer service focus, demand management, cloud computing and business intelligence to enable organization collaborative design capabilities are discussed. (11:46)
Availability management ensures that infrastructure, tools, roles etc. are appropriate for the agreed targets. It also works with the design teams to ensure that availability is designed into services.
The central principles in design coordination are balance, prioritization and integration with project management. Balance and prioritization address the utility and warranty of a service, as well as the needs of the service throughout its lifecycle.
Design coordination oversees all activity in the service design phase of the service lifecycle. Its aim is to ensure that a holistic, integrated approach is taken to the design of services. This is necessary because of the variety of disciplines involved in Service Design and the need to take a consistent approach.
Design coordination is accountable for the production of the service design package (SDP). The SDP is a comprehensive description of how a new or changed service is to be designed, built, tested, deployed, and operated. The SDP is the handoff from the Service Design phase to the Service Transition phase.
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IT service management (ITSM) is the process of designing, delivering, managing, and improving the IT services an organization provides to its end users. ITSM is focused on aligning IT processes and services with business objectives to help an organization grow.
This stage's main aim is planning and designing the IT services the organization offers to meet business demands. It involves creating and designing new services as well as assessing current services and making relevant improvements. There are several elements to IT service design:
Once the designs for IT services and their processes have been finalized, it's important to build them and test them out to ensure that processes flow. IT teams need to ensure that the designs don't disrupt services in any way, especially when existing IT service processes are upgraded or redesigned. This calls for change management, evaluation, and risk management. No transition happens without risks and it's important to be proactive during transitions.
This phase involves implementing the tried and tested new or modified designs in a live environment. While in this stage, the processes have already been tested and the issues fixed, but new processes are bound to have hiccups especially when customers start using the services. IT teams therefore need to closely monitor processes and workflows and be proactive in ensuring continuity in service delivery. The ITIL framework defines the following as some of the main processes in the service operation stage:
The purpose of Service Strategy is to provide a strategy for the service lifecycle. The strategy should be in sync with business objectives. The utility and warranty of this component are designed to ensure that the service is fit for purpose and fit for use, respectively. Ensuring this is important, as these two components are what add value to the delivery of services to customers.
In this phase of the lifecycle, the design is built, tested, and moved into production to enable the business customer to achieve the desired value. This phase addresses managing changes: controlling the assets and configuration items (the underlying components, such as hardware and software) associated with the new and changed systems, service validation, testing and transition planning to ensure that users, support personnel, and the production environment have been prepared for the release to production. There are seven processes within the category of Service Transition.
ITIL, formerly known as the "Information Technology Infrastructure Library," has long been recognized as a global standard in IT Service Management (ITSM). It is a best-practice framework designed to help organizations maximize the value of their IT-enabled services and products by ensuring their development, upkeep, and alignment with critical business goals.
InputsNew and changed products and services, provided by design and transition
Contracts and agreements with external and internal suppliers and partners, provided by engage
Service components provided by obtain/build
Improvement initiatives and plans, provided by improve
Improvement status reports from improve
User support tasks provided by engage
Knowledge and information about new and changed service components and services from design and transition, and obtain/build
Knowledge and information about third-party service components from engage
OutputsServices delivered to customers and users
Information on the completion of user support tasks for engage
Product and service performance information for engage and improve
Improvement opportunities for improve
Contract and agreement requirements for engage
Change requests for obtain/build
Service performance information for design and transition
6. ImprovePurposeTo ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
Obtaining a Managing Professional designation gives you the essential skills to run successful IT-enabled products and services. The four Managing Professional modules are: Create, Deliver and Support; Drive Stakeholder Value; High-velocity IT and Direct, Plan and Improve.
Randy is well-respected and widely known in the field of service management. As well as authoring numerous books related the practical application of service management, he was the lead author on the 2011 Service Operation core volume.
Service Design is a module that covers architectures, policies, processes, and documentation related to the design of IT services. It deals with the development and integration of new services into the IT service management lifecycle. ITIL Service Design provides a blueprint for future services and takes a Service-Oriented Architecture approach to service implementation.
The importance of Service Transition should not be underestimated. The potential dangers involved in any alterations to a running IT system can mean sudden devastation for a business. That's why ITIL Service Transition processes include change control, configuration management, and service validation. This module takes IT services from design to production.
The ITIL Foundation v3 certification is designed for entry-level IT professionals working in IT Service Management (ITSM). The exam is based on the five books that form the corpus of the IT Information Library. Certification with Foundation v3 will last a lifetime.
The ITIL Practitioner v3 certification is designed for IT professionals working in IT Service Management (ITSM). The exam is open book and tests candidates' ability to make practical decisions in different scenarios. It counts for three points(3) toward ITIL Expert and 15 points toward an ITIL digital badge. The exam validates three key areas crucial for success:
Recommended experience: Axelos designed the ITIL Strategic Leader exams for IT professionals with significant experience in IT Service Management. The certification is geared toward those who might be taking leadership roles in the creation and management of IT services.
Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users. Service design may function as a way to inform changes to an existing service or create a new service entirely.[1]
The purpose of service design methodologies is to establish the most effective practices for designing services, according to both the needs of users and the competencies and capabilities of service providers. If a successful method of service design is adapted then the service will be user-friendly and relevant to the users, while being sustainable and competitive for the service provider. For this purpose, service design uses methods and tools derived from different disciplines, ranging from ethnography[2][3][4][5] to information and management science[6] to interaction design.[7][8] Service design concepts and ideas are typically portrayed visually, using different representation techniques according to the culture, skill and level of understanding of the stakeholders involved in the service processes (Krucken and Meroni, 2006).[9]
Service design practice is the specification and construction of processes which deliver valuable capacities for action to a particular user. Service design practice can be both tangible and intangible, and can involve artifacts or other elements such as communication, environment and behaviour.[10] Several of the authors of service design theory including Pierre Eiglier,[11] Richard Normann,[12] Nicola Morelli,[13] propose that services come to existence at the same moment they are both provided and used. In contrast, products are created and "exist" before being purchased and used.[13] While a designer can prescribe the exact configuration of a product, s/he cannot prescribe in the same way the result of the interaction between users and service providers,[7] nor can s/he prescribe the form and characteristics of any emotional value produced by the service. 2ff7e9595c
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