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Processes within Service Design



This publication details processes required in the design phase of the Service Lifecycle. These processes cannot be considered in isolation, as their true value will only be realized when interfaces between the processes are identified and actioned. The following processes are detailed in this publication:

  • Service Catalogue Management: 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 Level Management: negotiates, agrees and documents appropriate IT service targets with representatives of the business, and then monitors and produces reports on the service provider’s ability to deliver the agreed level of service
  • Capacity Management: to ensure that cost-justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner
  • Availability Management: to ensure that the level of service availability delivered in all services is matched to, or exceeds, the current and future agreed needs of the business, in a cost-effective manner
  • IT Service Continuity Management: to ensure that the required IT technical and service facilities (including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and Service Desk) can be resumed within required, and agreed, business timescales
  • Information Security Management: to align IT security with business security, and ensure that information security is effectively managed in all service and Service Management activities
  • Supplier Management: to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained.

These are only some of the processes described in the ITIL Service Management practice guidance. All processes within the Service Management lifecycle must be linked closely together for managing, designing, supporting and maintaining the services, IT infrastructure, environment, applications and data. Other processes are described in detail in other publications within the ITIL Service Management practices core library. The interfaces between every process and every other process need to be clearly defined when designing a service or improving or implementing a process. These interfaces are described in detail in section 4 and include not only the interfaces to each of the Service Design processes, but also interfaces to processes within other stages of the lifecycle.

When designing a service or a process, it is imperative that all the roles are clearly defined. A trademark of high performing organizations is the ability to make the right decisions quickly and execute them quickly. Whether the decision involves a strategic choice or a critical operation, being clear on who has input, who decides and who takes action will enable the organization to move forward quickly.






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