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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

Office of Government Commerce

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


‘Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for.’ Peter Drucker, American management guru.

The ITIL Service Management practices are based on this idea. Services are assets from which the customer gains value. How well services are designed with the customers’ needs in mind will predict the value that can be derived from them. In the absence of Service Design, service will evolve informally, often without taking advantage of the broader perspective – the business view.

The Service Design phase of the ITIL Service Lifecycle takes business requirements and, using five aspects for Service Design, creates services and their supporting practices that meet business demands for quality, reliability and flexibility. Service Design is iterative throughout the Service Lifecycle, and begins with a solid blueprint that enables the build, test and release stages of Service Transition through the Service Design Package.

Readers will learn about design principles for application, infrastructure, processes and resources, as well as sourcing models. Service Managers will also find guidance on the engineering of sound requirements, Supplier Management and key design considerations for service outsourcing.

Whether you are an internal or external service provider, you are part of a value network and fill a critical role in the Service Lifecycle, by integrating the best practices for Service Design and the ITIL Service Lifecycle into innovative products for the business customer. The Service Design publication provides the knowledge and skills required to assemble the best combination of service assets to produce measurable, scalable and innovative services, along the path to service excellence.

Any IT service provider who is expected to deliver quality to the business customer must have the capability to design services that meet expectations, then go on to exceed those expectations.

The guidance in this publication will help achieve this.

Contact information

Full details of the range of material published under the ITIL banner can be found at www.best-management-practice.com/itil

If you would like to inform us of any changes that may be required to this publication, please log them at www.best-management-practice.com/changelog.

For further information on qualifications and training accreditation, please visit www.itil-officialsite.com. Alternatively, please contact:

APMG Service Desk
Sword House
Totteridge Road
High Wycombe
HP13 6DG

Tel: +44 (0) 1494 452450
Email: servicedesk@apmgroup.co.uk


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