Service Design Review
Authors: Colin Rudd, FISM, FBCS, CITP and Vernon Lloyd, FISM
Service Design is about ensuring that services are designed to align and match the current and future requirements of the business. This title provides guidance on the production and maintenance of IT policies, architectures, processes, systems and documents for the design of appropriate and innovative IT service solutions and processes.
Service Design contains guidance on designing service solutions aligned to the changing requirements of the business. A holistic approach is used for the design of the new or changed services and all of their constituent components are described, adopting the principle that the better the quality of design, the less rework will be required during subsequent stages of the services lifecycle. A model of a service and its constituent elements is included within the publication to facilitate this approach.
The title discusses the need for considering technology, service design and service delivery models and their impact on design activities and the service designs themselves. The concept of a Service Design Package, including Service Acceptance Criteria is introduced and the use of these to manage the smooth progression of new or changed services through all stages of their lifecycle.
Service Design takes the strategies, policies, requirements and constraints produced by the Service Strategy stage of the lifecycle and ensures that the service designs, meet all of the needs of the business within those strategic guidelines.
The five main aspects of design are described within the publication:
- The design of the services, including all of the functional requirements, resources and capabilities needed and agreed.
- The design of Service Management systems and tools, especially the Service Portfolio for the management and control of services through their lifecycle.
- The design of the technology architectures and management systems required to provide the services.
- The design of the processes needed to design, transition, operate and improve the services, the architectures and the processes themselves.
- The design of the measurement methods and metrics of the services, the architectures and their constituent components and the processes. Service Design contains discussions on the roles, responsibilities and activities involved within the Service Design stage and also considers the impact of processes on the service designs produced.
Service Design also describes the major processes involved within these design activities, including:
- Service Catalogue Management
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management.
