Service Design Flashcards
Purpose of Service Design
- Design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy
- Facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision
Objective of Service Design
- To design IT services so effectively that minimal improvement during their lifecycle will be required
- More effective and efficient business solutions and services aligned to business needs by coordinating all design activities
Scope of Service Design
- Alignment of IT services and solutions with business requirements
- Principles of service design
- The concept of service design package
- Methods, practices, and tools to achieve excellence in service design
Five Aspects to Service Design
• Service Solutions
o Functional requirements, resources, and capabilities
• Design of Management Information Systems and tools
o The management and control of services through their lifecycle
• Technology architectures and Management Architectures
o Technology architectures and management systems required to provide the services
• Processes Required
o Processes needed to design, transition, operate and improve the services
• Measurement Methods and Metrics
o The design of measurement systems, methods, and metrics
Four P’s
• People, Processes, Products/Technology, Partners/Suppliers
Purpose of Design coordination
• To ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle
Objectives of Design coordination
- Ensure the consistent design of appropriate services, service management information systems, architectures, technology, processes, information and metrics to meet current and evolving business outcomes and requirements
- Coordinate all design activities across projects, changes, suppliers and support teams, and manage schedules, resources and conflicts where required
- Plan and coordinate the resources and capabilities required to design new or changed services
- Produce service design packages (SDPs) based on service charters and change requests
- Ensure that appropriate service designs and/or SDPs are produced and that they are handed over to service transition as agreed
- Manage the quality criteria, requirements and handover points between the service design stage and service strategy and service transition
- Ensure that all service models and service solution design conform to strategic, architectural, governance and other corporate requirements
- Improve the effectiveness and efficiency of service design activities and processes
- Ensure that all parties adopt a common framework of standard, reusable design practices in the form of activities, processes and supporting systems, whenever appropriate
- Monitor and improve the performance of the service design lifecycle stage
Scope of Design coordination
• Includes all design activity, particularly all new or changed service solutions that are being designed for transition into or out of the live environment
Purpose of Service Catalogue Management
- To provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it
- Only part of the Service Portfolio published to customers
Objectives of Service Catalogue Management
- Manage the information contained within the service catalogue
- Ensure that the service catalogue is accurate and reflects the current details, status, interfaces and dependencies of all services that are being run, or being prepared to run, in the live environment, according to the defined policies
- Ensure that the service catalogue is made available to those approved to access it in a manner that supports their effective and efficient use of service catalogue information
- Ensure that the service catalogue supports the evolving needs of all other service management processes for service catalogue information
Scope of Service Catalogue Management
- Contribution to the definition of services and service packages
- Development and maintenance of service and service package descriptions appropriate for the service catalogue
- Production and maintenance of an accurate service catalogue
- Interfaces, dependencies and consistency between the service catalogue and the overall service portfolio
- Interfaces and dependencies between all services and supporting services within the service catalogue and the configuration management system (CMS)
- Interfaces and dependencies between all services, and supporting components and configuration items (Cis) within the service catalogue and the configuration
Purpose of Service Level Management
• To ensure that all current and planned IT services are delivered to agreed achievable targets. Through a constant cycle of negotiating, agreeing, monitoring, reporting on and reviewing IT service targets and achievements, and through instigation of actions to correct or improve the level of service delivered
Objectives of Service Level Management
- Define, document, agree, monitor, measure, report and review the level of IT services provided and instigate corrective measures whenever appropriate
- Provide and improve the relationship and communication with the business and customers in conjunction with business relationship management
- Ensure that specific and measurable targets are developed for all IT services
- Monitor and improve customer satisfaction with the quality of service delivered
- Ensure that IT and the customers have clear and unambiguous expectations of the level of service to be delivered
- Ensure that even when all agreed targets are met, the levels of service delivered are subject to proactive, cost-effective continual improvement
Scope of Service Level Management
- Provide a point of regular contact and communication to the customers and business managers of an organization in relation to service levels across both the use of existing services and the potential future requirements for new or changed services
- Manage the expectations and perceptions of the business, customers and users and ensure that the quality of service delivered by the service provider is matched to those expectations and needs
- Should establish and maintain service level agreements (SLAs) for all current live services and manage the level of service provided to meet the targets and quality measurements contained within the SLAs
- Produce and agree service level requirements (SLRs) for all planned new or changed services that document warranty requirements
SLA
The basis for managing the relationship between the service provider and the customer
