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Foreword
OGC’s foreword
Since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world. However, along with this success comes the responsibility to ensure that the guidance keeps pace with a changing global business environment. Service Management requirements are inevitably shaped by the development of technology, revised business models and increasing customer expectations. Our latest version of ITIL has been created in response to these developments.
This is one of five core publications describing the IT Service Management practices that make up ITIL. They are the result of a two-year project to review and update the guidance. The number of Service Management professionals around the world who have helped to develop the content of these publications is impressive. Their experience and knowledge have contributed to the content to bring you a consistent set of high-quality guidance. This is supported by the ongoing development of a comprehensive qualifications scheme, along with accredited training and consultancy.
Whether you are part of a global company, a government department or a small business, ITIL gives you access to world-class Service Management expertise. Essentially, it puts IT services where they belong – at the heart of successful business operations.
Peter Fanning
Acting Chief Executive
Chief Architect’s foreword
Great services do not exist by accident. They have to be carefully planned and designed. Service Design is the means to achieve this. The best Service Strategy cannot be realized without well-designed services. Effective Service Design can lead organizations to greater gains in quality and cost- effectiveness. It reduces the risk of costly compensating for design flaws in the operational environment and ensures that services will perform as they are intended and bring measurable value to the business objectives.
In the past, the IT world has been viewed in two parts – the development world and the operational world. A lack of synergy between these worlds often produces a serious side effect – the business objectives are not met.
A main objective of Service Design is to eliminate this old-world view and bring IT service into a single, consolidated view of designing services within the realities, constraints and opportunities of live operation.
The opportunity to take advantage of new technologies, maximize the use of existing infrastructure, applications, data and knowledge comes to life within the pages of this publication.
Service Design broadens our horizons and helps us to see a larger, more cohesive view of IT Service Management.
Any IT organization that wants to maximize its potential to meet business objectives and business value needs this publication in its arsenal of capabilities.
Service Design is powerful guidance and a cornerstone of practical skills, tools and methods for achieving service excellence.
Sharon Taylor
Chief Architect, ITIL Service Management Practices
