ITIL Service Design
Objective: The objective of ITIL Service Design is to design new IT services. The scope of the Service Design lifecycle stage includes the design of new services, as well as changes and improvements to existing ones.
Processes: ITIL Service Design
Service Design identifies service requirements and devises new service offerings as well as changes and improvements to existing ones.
The ITIL service lifecycle stage of Service Design (see fig. 1) includes the following main processes:
- Design Coordination
- Process Objective: To coordinate all service design activities, processes and resources. Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.
- Service Catalogue Management (SCM)
- Process Objective: To ensure that a Service Catalogue is produced and maintained, containing accurate information on all operational services and those being prepared to be run operationally. Service Catalogue Management provides vital information for all other Service Management processes: Service details, current status and the services' interdependencies.
- Service Level Management (SLM)
- Process Objective: To negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. Service Level Management is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.
- Risk Management
- Process Objective: To identify, assess and control risks. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.
- Capacity Management
- Process Objective: To ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements.
- Availability Management
- Process Objective: To define, analyze, plan, measure and improve all aspects of the availability of IT services. Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed availability targets.
- IT Service Continuity Management (ITSCM)
- Process Objective: To manage risks that could seriously impact IT services. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. ITSCM should be designed to support Business Continuity Management.
- Information Security Management
- Process Objective: To ensure the confidentiality, integrity and availability of an organization's information, data and IT services. Information Security Management usually forms part of an organizational approach to security management which has a wider scope than the IT Service Provider.
- Compliance Management
- Process Objective: To ensure IT services, processes and systems comply with enterprise policies and legal requirements.
- Architecture Management
- Process Objective: To define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.
- Supplier Management
- Process Objective: To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
ITIL 4 Service Design
Instead of processes, ITIL 4 describes 34 'practices', and many of the 26 processes specified in ITIL V3 can be found in ITIL 4 as practices.
ITIL 4 therefore refers to Service Design as a practice and describes Service Design key concepts. In addition, ITIL 4 includes some practices that correspond to ITIL V3 Service Design processes, such as Service Level Management and Service Catalogue Management.
The shift from processes to practices means ITIL V4 is no longer prescriptive about processes and gives organizations more freedom to define tailor-made Service Design processes.
Since the processes specified in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations that need to define their Service Design processes can still use the processes specified in ITIL V3 as templates.
Note: In our YaSM Service Management Wiki we describe a leaner set of 19 service management processes that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". The YaSM service management model includes a Service Design process that is a good starting point for organizations that wish to adopt ITIL 4.
KPIs | Templates | Roles
Use the following links to open the process overview of Service Design showing the most important interfaces: