SERVICE DESIGN 118 COM By Taran Saroya INTRODUCTION

SERVICE DESIGN 118 COM By Taran Saroya

INTRODUCTION In this presentation I will be discussing one of the components of the ITIL lifecycle. The one I will be discussing it Service Design

SERVICE DESIGN Service design is to meet the needs of the customer.

WHAT ARE THE FOUR P’S OF SERVICE DESIGN? • People Understand who are the people involved? • Processes What process are in place? • Product What products and technology we obtain? • partner Who are we working with?

WHAT ARE THE FIVE ASPECTS OF SERVICE DESIGN? • Technology Architecture Focuses on the hardware/software part of the business • Service portfolio Structure that help document the service • Service solution • Processes • Metrics Anything that is new or changed. Needs to understand the process for support How to determine we have been successful in delivering the service

SERVICE CATALOG MANAGEMENT • Charted • Designed • Developed • Built • Tested • Released • Operational • Service catalog management is to provide and maintain a single source of consistent information on all operational service and those being prepared to be run operationally. • Service catalogue management must ensure that the service catalogue is widely available to those are authorized to access it.

SERVICE LEVEL MANAGEMENT Service level managements is the process of managing settlements between the customer and the suppliers (service provider). This would relate to the levels of performance and reliability allied with the service provided. The reason why this is including in the service design lifecycle is so that business can establish there performance during the early stages so that the design work may be specifically directed to meet such requirements. Service Level Management results in the creation of Service Level Agreements (SLAs) between customers and the provider.

OPERATIONAL LEVEL AGREEMENTS Operational Level Agreements (OLA’s) are performance agreements nearly identical in nature to SLAs except that they exist between parts of the service provider organization specifically for the purpose of supporting ‘upstream’ SLAs which require dependable performance by multiple business units, functions, or teams within the service provider organization

IT SERVICE CONTINUITY MANAGEMENT • The IT service continuity management process is accountable to ensure to provide minimum agreed service levels. What this means is that in the event of a disaster the service should be able recover all important information and documentation. • IT Service Continuity Management uses techniques such as Business Impact Analysis (BIA) and Management of Risk (MOR) and is driven by the larger Business Continuity Management effort. ITSCM results in the production of the IT Service Continuity Plan which is an aspect of the overall Business Continuity Plan.

CAPACITY MANAGEMENT Capacity Management is a process used to manage information technology. It deals with ensuring that cost effective capacity is to be presented at all times which meets or surpasses the agreed needs of the business/organisation. ITIL version 3 views capacity management consists of three sub processes. Business capacity management(BCM), Service capacity Management(SCM), and Component capacity management (CCM). Capacity is defined as the amount a system, service or device can contain.

BUSINESS CAPACITY MANAGEMENT (BCM) • Business capacity management isn't about monitoring the capacity of the business processes to follow with the other sub-processes. Instead, this process is linked to the demand that comes from the business and ensuring that the supply is in place when the business needs it. This sub-process directly aligns IT with business, and acts as a feeder for service and component capacity management processes. • The main objective of business capacity management is to ensure that future business requirements are turned into measurable IT services.

SERVICE CAPACITY MANAGEMENT (SCM) • Service capacity management involves doing a similar set of activities across a service. So, on an email service, the capacity management objective is to ensure that there is sufficient capacity for the email service to function normally. Service capacity management (SCM) take in to consideration the factor which are related within the service level. The main aim of this process is to transform all business capacity factor into capacity requirements for service

COMPONENT CAPACITY MANAGEMENT (CCM) • Component Capacity Management (CCM) addresses capacity factors at the level of components or Configuration Items. The primary task of CCM is to translate Service Capacity Management factors into capacity requirements for individual components or Configuration Items. • Components are individual infrastructure elements of IT service, like hard disks, network bandwidth, processors, workstations, and network connections, One of the prime objectives of component capacity management is monitoring components to ensure that plenty capacity (size) is on hand to perform the respective functions.

AVAILABILITY MANAGEMENT • Availability management is the process which is disturbed with the management and agreed availability requirements within the service level agreement(SLA). Availability management also ensures that all level of availability delivered in all IT services meets the agreed availability needs and or/ service level targets in a cost effective and timely manner. It concern itself with service availability and component availability.

IT SECURITY MANAGEMENT • IT Security Management is the process concerned with the protection of IT assets (including services) from security threats. IT security management is to align IT security with business security and ensure that confidentiality, integrity and availability of the organizations assets, information, data, and IT services always matches the agreed needs of the business.

CIA • Confidentiality To ensure that all information is protect from people who shouldn’t see it. • Integrity To ensure that all information is correct and has not been tambour with. • Availability Making it available to those who should be able to see it.

SUPPLIER MANAGEMENT • Supplier Management is the process to obtain value for money from suppliers and to provide seamless quality of IT service to the business. It also ensures that all contracts and agreements with the suppliers support the needs of the business and that all suppliers meet their contractual commitments.

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