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Service Design Manager



The key role and responsibilities of the Service Design Manager are covered throughout this publication and they are responsible for the overall coordination and deployment of quality solution designs for services and processes. Responsibilities of the role over and above those of line management of all people involved in Service Design roles include:

  • Taking the overall Service Strategies and ensuring they are reflected in the Service Design practice and the Service Designs that are produced to meet and fulfil the documented business requirements
  • Designing the functional aspects of the services as well as the infrastructure, environment applications and data management
  • Producing quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
  • Producing and maintaining all design documentation, including designs, plans, architectures and policies
  • Producing and maintaining all necessary SDPs
  • Measuring the effectiveness and efficiency of the Service Design process.

IT Planner

An IT Planner is responsible for the production and coordination of IT plans. The main objectives of the role are as follows:

  • Develop IT plans that meet and continue to meet the IT requirements of the business.
  • Coordinate, measure and review the implementation progress of all IT strategies and plans.
  • Produce and maintain the overall set of IT standards, policies, plans and strategies, encompassing all aspects of IT required to support an organization’s business strategy. IT planning includes participation in the creation of SLAs and the planning of all aspects of infrastructure – internal and external, public or private, internet and intranet – necessary to ensure that the provision of IT services satisfies business.
  • Assume responsibility for all aspects of IT standards, policy and strategy implementation for IT as a whole and for significant projects or major new strategic applications.
  • Recommend policy for the effective use of IT throughout the organization and work with IT Designers to ensure that overall plans and strategies are developed in conjunction with IT design for all areas of IT.
  • Review IT costs against budgets and new developments, initiating proposals to change IT plans and strategies where appropriate, in conjunction with Financial Management.
  • Assume full responsibility for the management, planning and coordination of IT systems and services, including investigation, analysis, specification, design, development, testing, maintenance, upgrade, transition and operation. It is essential that while performing these activities, the business, IT Management and all the Service Management processes are kept up-to-date with the progress of projects.
  • Obtain and evaluate proposals from suppliers of equipment, software, transmission services and other services, ensuring that all business and IT requirements are satisfied.
  • Identify internal and external influencing factors, forecast future needs and set plans for the effective use of IT within the organization.
  • Sponsor and monitor research, development and long-term planning for the provision and use of IT architectures, products and services
  • Review IT performance with all other areas and initiate any improvements in organization to ensure that service levels and targets continue to be met in all areas.
  • Take ultimate responsibility for prioritizing and scheduling the implementation of new or changed services within IT.
  • Work with senior management and other senior specialists and planners in formulating plans and making procurement decisions applicable to all areas of IT.
  • Recognize the key business drivers and those areas of business need that are not adequately supported by current and planned IT services, developing the plans and IT response to the business requirements.
  • Identify suitable applications, services and products, together with their environments, to meet business needs within the required planning timeframe.
  • Develop the initial plans for the implementation of authorized new IT services, applications and infrastructure support, identifying budgetary, technical and staffing constraints, and clearly listing costs and expected benefits.
  • Monitor the existing IT plans in relation to business needs and IT strategy to determine opportunities for improving business processes through the use of new technology, and to identify unforeseen risks to the achievement of forecast business benefit.
  • Investigate major options for providing IT services effectively and efficiently and recommend new innovative solutions, based on new approaches to processes, provision, recruitment and retention, and global supply contracts.
  • Produce feasibility studies, business models, IT models, business cases, SoRs and ITTs for recommended new IT systems, identifying the business impact, the probability of satisfying business needs, the anticipated business benefits and the risks and consequences of failure.
  • Oversee and coordinate the programme of planned IT project implementations and changes, taking appropriate action to identify and overcome problems and resolve conflict.
  • Conduct Post Implementation Reviews (PIRs) in conjunction with Change Management of those information systems introduced in pursuit of the plans, to assess the extent to which expected business benefits were realized.
  • Liaise with Strategy, Transition and Operations teams and processes to plan for their immediate and future needs.
  • Provide authoritative advice and guidance on relevant national and international standards, regulations, protocols and tariffs.
  • Document all work using required standards, methods and tools.
  • Ensure that all IT planning processes, roles, responsibilities and documentation are regularly reviewed and audited for efficiency, effectiveness and compliance.
  • Maintain a good overall knowledge of all IT product capabilities and the technical frameworks in which they operate.
  • Where required, assess changes for their conformance to the design strategies, including attendance at CAB meetings if appropriate.

6.4.4 IT Designer/Architect



An IT Designer/Architect is responsible for the overall coordination and design of the required technology. Often Designers and Architects within large organizations would specialize in one of the five aspects of design (see section 3). However, an integrated approach to design should always be adopted, therefore Designers and Architects need to work together within a formal method and framework to ensure consistent and compatible designs are produced. In smaller organizations, some or all of the roles are usually combined, and this is less of an issue, although a formal approach should still be used. Whenever designs are produced, they should always adopt an integrated approach, covering all areas, and should be accepted and signed off by all areas. All designers need to understand how architectures, strategies, designs and plans fit together and all the main aspects of design.

The Designer/Architect should produce a detailed process map that documents all the processes and their high-level interfaces. This ensures that the overall structure is not unnecessarily complex, that the process’s central interfaces are part of the design, and provides an overview to everyone on how the customer and all other stakeholders interact with the processes.

To perform the role of Designer or Architect, it is necessary for staff to have good knowledge and practical experience of design philosophies and planning, including Programme, Project and Service Management, methods and principles. The main objectives of the IT Designer/Architect are as follows:

  • Produce and review the designs of all new or changed services, SLAs, OLAs and contracts.
  • Produce a process map of all of the processes and their high-level interfaces, to ensure integration, consistency and continuity across all processes.
  • Design secure and resilient technology architectures that meet all the current and anticipated future IT requirements of the organization.
  • Ensure that the design of all processes, roles, responsibilities and documentation is regularly reviewed and audited for efficiency, effectiveness and compliance.
  • Design an appropriate and suitable Service Portfolio, supporting all activities within the complete Service Lifecycle.
  • Design measurement systems and techniques to support the continual improvement of service provision and all supporting processes.
  • Produce and keep up-to-date all IT design, architectural, policy and specification documentation.
  • Produce and maintain all aspects of IT specification, including the overall designs, architectures, topologies and configurations of the infrastructure, environment, applications and data, and the design documentation of all IT systems. This should include not just the technology, but also the management systems, processes, information flows and external services.
  • Recommend proactive, innovative IT solutions for the improvement of IT design and operation whenever and wherever possible.
  • Translate logical designs into physical designs, taking account of business requirements, target environments, processes, performance requirements, existing systems and services, and any potential safety-related aspects.
  • Create and maintain IT design policies, philosophies and criteria, covering all areas including connectivity, capacity, interfaces, security, resilience, recovery, access and remote access, and ensuring that all new services meet their service levels and targets.
  • Work with Capacity Management and review IT traffic volumes and requirements, identifying trends in traffic flows and levels of service.
  • Propose design enhancements to IT infrastructure, capacity changes, continuity, backup and recovery arrangements, as required, and be aware of operational requirements, especially in terms of service levels, availability, response times, security and repair times. All these activities are performed in liaison with all of the Service Management processes.
  • Review IT costs against external service providers, new developments and new services, initiating proposals to change IT design where appropriate cost reductions and benefits can be achieved, in consultation with Financial Management.
  • Provide advice and guidance to management on the design and planning phases of IT systems, to ensure that requirements (particularly capacity, recovery, performance and security needs) are reflected in the overall specifications.
  • Provide advice and guidance to all areas of IT and Business Management, analysts, planners, designers and developers on all aspects of IT design and technology.
  • Interface with designers and planners from external suppliers and service providers, ensuring all external IT services are designed to meet their agreed service levels and targets.
  • Play a major role in the selection of any new IT infrastructure or technology solutions.
  • Assume technical responsibility for IT standards, policy and design for all significant projects or major application areas, assisting with the impact assessment and evaluation of major new IT design options.
  • Provide technical advice and guidance on relevant national and international standards, regulations, protocols and tariffs.
  • Take full responsibility for the design aspects of all stages of the lifecycle of IT systems, including investigation, analysis, specification, design, development, construction, testing, maintenance, upgrade, transition, operation and improvement.
  • Work with IT colleagues where appropriate, producing or updating IT and corporate design documentation and models.
  • Update or provide input to cost–benefit analyses, risk analyses, business cases, SoRs and ITTs and development plans, to take account of design decisions.
  • Obtain and assist with the evaluation and selection of proposals and solutions from suppliers of equipment, software and other IT service and product providers.
  • Construct, interpret and monitor test plans to verify correct operation of completed systems against their design objectives.
  • Document all work using required standards, methods and tools.
  • Maintain a good technical knowledge of all IT product capabilities and the technical frameworks in which they operate.
  • Where required, assess changes for their conformance to the design principles, including attendance at CAB meetings if appropriate.

Note: Often Designers and Architects within large organizations would specialise in one of the five aspects of design (see sections 3 and 4 for more detail). However, an integrated approach to design should always be adopted, therefore Designers and Architects need to work together within a formal method and framework to ensure consistent and compatible designs are produced. In smaller organizations, some or all of the roles are usually combined, and this is less of an issue, although a formal approach should still be used. Whenever designs are produced, they should always adopt a holistic approach, covering all areas, and should be accepted and signed off by all areas. All Designers need to understand how architectures, strategies, designs and plans fit together.





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