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== ITIL Service Design ==
'''<span id="ITIL_Service_Design_definition">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">The objective of <i>ITIL Service Design</i> 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.</span></p>
The objective of ''ITIL Service Design'' is to design new IT services. The scope of Service Design includes the design of new services, as well as changes and improvements to existing ones.
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_V3" title="ITIL Processes">IT Service Management | ITIL processes</a></html>
 
'''Part of''': [[ITIL Processes#ITIL Processes according to ITIL Version 3 (ITIL V3)|IT Service Management]]


<p>&nbsp;</p>
<p>&nbsp;</p>


== Processes: ITIL Service Design ==
__TOC__
 
<imagemap>
Image:overview_service_design_itilv3_thumb.jpg||left|ITIL Service Design - Click on a process for more details|450px|thumb|alt=ITIL Service Design
rect 184 71 269 132 [[Service Catalogue Management|Service Catalogue Management - Service Design]]
rect 184 158 268 217 [[Risk Management|Risk Management - Service Design]]
rect 45 244 129 304 [[Compliance Management|Compliance Management - Service Design]]
rect 45 309 129 369 [[Service Level Management|Service Level Management - Service Design]]
rect 174 309 259 369 [[ITIL Design Coordination|Design Coordination - Service Design]]
rect 286 309 372 367 [[Supplier Management|Supplier Management - Service Design]]
rect 287 370 371 429 [[Capacity Management|Capacity Management - Service Design]]
rect 287 433 372 493 [[Availability Management|Availability Management - Service Design]]
rect 287 496 372 556 [[IT Service Continuity Management|IT Service Continuity Management (ITSCM) - Service Design]]
rect 284 560 369 619 [[IT Security Management|Information Security Management - Service Design]]
rect 184 663 268 722 [[IT Architecture Management|Architecture Management - Service Design]]
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As per '''ITIL 2011''', the following processes are part of the ITIL stage [[ITIL V3 Service Design|Service Design]]:
 
<p>&nbsp;</p>


;[[ITIL Design Coordination|Design Coordination]]
==Processes: ITIL Service Design==
: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]]
Service Design identifies service requirements and devises new service offerings as well as changes and improvements to existing ones.
: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]]
[[Image:Overview_service_design_itilv3_thumb.jpg|right|thumb|450px|alt=ITIL Service Design|link=https://wiki.en.it-processmaps.com/index.php/File:Overview_service_design_itilv3_thumb.jpg|Fig. 1: [[#Processes:_ITIL_Service_Design|ITIL Service Design]]]]
: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]]
<html><div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design#Processes:_ITIL_Service_Design" itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
: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.
<meta itemprop="itemListOrder" content="Ascending" />
<p><span itemprop="name" content="Service Design main processes"><span id="ITIL-Service-Design-Processes">The ITIL service lifecycle stage of <strong class="selflink">Service Design</strong> (<a href="https://wiki.en.it-processmaps.com/images/9/9b/Overview_service_design_itilv3_thumb.jpg" title="ITIL Service Design">see fig. 1</a>) includes the following <strong>main processes</strong></span></span>:
</p>
<div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_Design_Coordination" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="1" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Design_Coordination" title="ITIL Design Coordination" itemprop="itemListElement">Design Coordination</a>
</dt><dd itemprop="description">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.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/Service_Catalogue_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="2" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Service_Catalogue_Management" title="Service Catalogue Management" itemprop="itemListElement">Service Catalogue Management (SCM)</a>
</dt><dd itemprop="description">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.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/Service_Level_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="3" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Service_Level_Management" title="Service Level Management" itemprop="itemListElement">Service Level Management (SLM)</a>
</dt><dd itemprop="description">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.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/Risk_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="4" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Risk_Management" title="Risk Management" itemprop="itemListElement">Risk Management</a>
</dt><dd itemprop="description">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.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/Capacity_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="5" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Capacity_Management" title="Capacity Management" itemprop="itemListElement">Capacity Management</a>
</dt><dd itemprop="description">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.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/Availability_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="6" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Availability_Management" title="Availability Management" itemprop="itemListElement">Availability Management</a>
</dt><dd itemprop="description">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.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/IT_Service_Continuity_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="7" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/IT_Service_Continuity_Management" title="IT Service Continuity Management" itemprop="itemListElement">IT Service Continuity Management (ITSCM)</a>
</dt><dd itemprop="description">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.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/IT_Security_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="8" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/IT_Security_Management" title="IT Security Management" itemprop="itemListElement">Information Security Management</a>
</dt><dd itemprop="description">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.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/Compliance_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="9" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Compliance_Management" title="Compliance Management" itemprop="itemListElement">Compliance Management</a>
</dt><dd itemprop="description">Process Objective: To ensure IT services, processes and systems comply with enterprise policies and legal requirements.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/IT_Architecture_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="10" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/IT_Architecture_Management" title="IT Architecture Management" itemprop="itemListElement">Architecture Management</a>
</dt><dd itemprop="description">Process Objective: To define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.
</dd></dl></div>
<div itemid="https://wiki.en.it-processmaps.com/index.php/Supplier_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" >
<meta itemprop="position" content="11" />
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Supplier_Management" title="Supplier Management" itemprop="itemListElement">Supplier Management</a>
</dt><dd itemprop="description">Process Objective: To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
</dd></dl></div>
</div><!-- end of schema.org/ItemList --><p></html>


;[[Capacity Management]]
==ITIL 4 Service Design==
: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]]
The [[#Processes:_ITIL_Service_Design|Service Design processes described here]] ([[Media:Overview_service_design_itilv3_thumb.jpg|fig. 1]]) follow the specifications of ITIL V3, where Service Design is the second stage in the Service Lifecycle.
: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]]
ITIL V4 has moved from the Service Lifecycle concept to a more holistic approach that includes key concepts, the [[ITIL_4#Four_dimensions_model|Four Dimensions Model]] and the [[ITIL_4#Service_value_system|Service Value System (SVS)]]
: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.


;[[IT Security Management|Information Security Management]]
Instead of processes, [[ITIL_4#ITIL_4_management_practices|ITIL 4 describes 34 'practices']], and many of the 26 processes specified in ITIL V3 can be found in ITIL 4 as practices.
: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]]
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.
:Process Objective: To ensure IT services, processes and systems comply with enterprise policies and legal requirements.


;[[IT Architecture Management|Architecture 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.
: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]]
<html>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.</p>
:Process Objective: To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.


<p>&nbsp;</p>
<p style="border: 8px solid #cef6e3; padding: 0.5em 1em;"><i><u>Note</u>:</i><br /> In our <i>YaSM Service Management Wiki</i> we describe a <a class="external" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">leaner set of 19 service management processes</a> that are more in tune with ITIL 4 and its focus on simplicity and "just enough process".<br /><br /> The YaSM service management model includes a <a class="external" href="https://yasm.com/wiki/en/index.php/LP2:_Design_new_or_changed_services" title="YaSM service design processes">Service Design process</a> that is a good starting point for organizations that wish to adopt ITIL 4.</html>


== Additional Information on Service Design==
==<span id="Additional_Information_on_Service_Design">KPIs | Templates | Roles</span>==


* [[ITIL KPIs Service Design|KPIs for Service Design]]
* [[ITIL KPIs Service Design|KPIs for Service Design]]
* [[ITIL-Checklists#ITIL Service Design Templates|Checklists for Service Design]]
* [[ITIL-Checklists#ITIL Service Design Templates|Service Design templates and checklists]]
* [[ITIL Roles#ITIL roles - Service Design|ITIL Roles within Service Design]]
* [[ITIL Roles#ITIL roles - Service Design|ITIL roles within Service Design]]


<p>&nbsp;</p>
==Downloads==


== Downloads ==
[[Image:Itil-service-design.jpg|thumb|320px|right|none|alt=Service Design ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-service-design.jpg|The ITIL discipline Service Design at a glance]]
Use the following links to open the process overview of Service Design showing the most important interfaces:
* [[Media:Itil-service-design.jpg|ITIL Service Design (.JPG)]]
* [https://wiki.en.it-processmaps.com/images/pdf/service-design-itil-v3.pdf ITIL Service Design (.PDF)]
<br style="clear:both;"/>


==== Overview Service Design ====
==Notes==


{|
<html>By:&#160;&#160;Stefan Kempter&#160;<a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>
| valign="top" |
Use the following links to open the process overview of Service Design showing the most important interfaces:


* [[Media:Itil-service-design.jpg|ITIL Service Design (.JPG)]]
<p>&nbsp;</p>
* [https://wiki.en.it-processmaps.com/images/pdf/service-design-itil-v3.pdf ITIL Service Design (.PDF)]''
| valign="top" |
[[Image:Itil-service-design.jpg|thumb|175px|left|none|alt=Service Design ITIL|The ITIL discipline Service Design at a glance]]
|-
|}


<br style="clear:both;"/>
<p><small>
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[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL stage]][[Category:ITIL process|2]][[Category:Service Design|!]]
[[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL stage]][[Category:ITIL process|2]][[Category:Service Design|!]]
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Latest revision as of 12:47, 31 December 2023

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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.

Part of: IT Service Management | ITIL processes

 

Processes: ITIL Service Design

Service Design identifies service requirements and devises new service offerings as well as changes and improvements to existing ones.

ITIL Service Design
Fig. 1: ITIL Service Design

The ITIL service lifecycle stage of Service Design (see fig. 1) includes the following main processes:

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.
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.
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.
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.
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.
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.
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.
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.
Process Objective: To ensure IT services, processes and systems comply with enterprise policies and legal requirements.
Process Objective: To define a blueprint for the future development of the technological landscape, taking into account the service strategy and newly available technologies.
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

The Service Design processes described here (fig. 1) follow the specifications of ITIL V3, where Service Design is the second stage in the Service Lifecycle.

ITIL V4 has moved from the Service Lifecycle concept to a more holistic approach that includes key concepts, the Four Dimensions Model and the Service Value System (SVS)

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

Downloads

Service Design ITIL
The ITIL discipline Service Design at a glance

Use the following links to open the process overview of Service Design showing the most important interfaces:


Notes

By:  Stefan Kempter , IT Process Maps.

 

ITIL 4 Service Design  › Design Coordination  › Service Catalogue Mgmt.  › SLM  › Risk Mgmt.  › Capacity Mgmt.  › [...] › Supplier Mgmt.

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