Page 131 - ITIL® Foundation 3.15

The Process of Design
Two tools available for helping service design are the 5 aspects and 4 P’s of service design. These tools are cross referenced
against each other to ensure that a complete and thorough project plan has been developed. The goal of Service Design is to design an appropriate service that meets all of the needs of the customer/user and is able to be
supported in a manner that works with the level of available resources and skill sets. No matter how well an application works, if it is un-supportable, it
will fail and IT will be viewed as incompetent. There are eight processes discussed within the Service Design lifecycle stage.
They are: Design Coordination,
Service Catalog Management, Service Level Management, Supplier Management, Availability
Management, Capacity Management, IT Service Continuity Management, and Information
Security Management. Each of these processes play a specific role in helping to design and create an appropriate service. All of the information collected from these participating processes will be rolled into the Service Design Package. This SDP is the major output of the Service Design lifecycle stage and it is made available to Service Transition (explaining everything required to allow ST to perform its job of transitioning from development to live). The SDP is also made available to Service Operations so that they understand all of the dependencies and other information required to maintain stability of the new or changed service.
Customer Requirements
Guidelines and Policies Understanding of Resources and Constraints Definition of Service Options that are to be created.
Service Strategy
Output a Blueprint for life of service –
Service Design Package (SDP)
4 P’s of SD
People / Process / Products / Partners
Service Design
5 Aspects of SD
1) Solution
2) Tools
3) Architecture
4) Process
5) Metrics & Measurements
© Copyright 2012. All Rights Reserved. www.KnowledgeToolWorks.com
Service Strategy
Designs will include:
1. Services
2. Processes
3. Roles & Responsibilities 4. Skill-sets
5. Measurements and Metrics
4 P’s of SD
People / Process / Products / Partners
5 Aspects of SD 1) Solution
2) Tools
3) Architecture 4) Process
5) Metrics & Measurements
Service Design
© Copyright 2012. All Rights Reserved. www.KnowledgeToolWorks.com
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.
Service Portfolio
Service Pipeline - Service Catalog
Service Portfolio
Service Pipeline - Service Catalog
The “Process” of Design