2 Service Design,
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Service Design
London: TSO
Published by TSO (The Stationery Office) and available from:
Online
www.tsoshop.co.uk
Mail,Telephone, Fax & E-mail
TSO
PO Box 29, Norwich, NR3 1GN
Telephone orders/General enquiries: 0870 600 5522
Fax orders: 0870 600 5533
E-mail: customer.services@tso.co.uk
Textphone 0870 240 3701
TSO Shops
123 Kingsway, London,WC2B 6PQ
020 7242 6393 Fax 020 7242 6394
16 Arthur Street, Belfast BT1 4GD
028 9023 8451 Fax 028 9023 5401
71 Lothian Road, Edinburgh EH3 9AZ
0870 606 5566 Fax 0870 606 5588
TSO@Blackwell and other Accredited Agents
Published for the Office of Government Commerce under licence from the Controller of Her Majesty’s
Stationery Office.
© Crown Copyright 2007
This is a Crown copyright value added product, reuse of which requires a Click-Use Licence for value
added material issued by OPSI.
Applications to reuse, reproduce or republish material in this publication should be sent to OPSI,
Information Policy Team, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ,
Tel No (01603) 621000 Fax No (01603) 723000, E-mail: hmsolicensing@cabinet-office.x.gsi.gov.uk , or
information/index.htm
OPSI, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added
Licence based on standard terms tailored to your particular requirements including payment terms
The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government
Commerce, and is Registered in the U.S. Patent and Trademark Office
The Swirl logo ™ is a Trade Mark of the Office of Government Commerce
First published 2007
ISBN 978 0 11 331047 0
Printed in the United Kingdom for The Stationery Office
|
iii
Contents
List of figures
v
4 Service Design processes
57
List of tables
vii
4.1
Service Catalogue Management
60
4.2
Service Level Management
65
OGC’s foreword
viii
4.3
Capacity Management
79
Chief Architect’s foreword
ix
4.4
Availability Management
97
4.5
IT Service Continuity Management
125
Preface
x
4.6
Information Security Management
141
Acknowledgements
xi
4.7
Supplier Management
149
1 Introduction
1
5 Service Design technology-related
activities
165
1.1
Overview
4
5.1
Requirements engineering
167
1.2
Context
4
5.2
Data and Information Management
176
1.3
Purpose
8
5.3
Application Management
180
1.4
Usage
8
2 Service Management as a practice
9
6 Organizing for Service Design
187
6.1
Functional roles analysis
189
2.1
What is Service Management?
11
6.2
Activity analysis
190
2.2
What are services?
11
6.3
Skills and attributes
190
2.3
Functions and processes across lifecycle 12
6.4
Roles and responsibilities
190
2.4
Service Design fundamentals
13
3 Service Design principles
21
7 Technology considerations
199
7.1
Service Design tools
201
3.1
Goals
25
7.2
Service Management tools
203
3.2
Balanced design
25
3.3
Identifying service requirements
27
8 Implementing Service Design
207
3.4
Identifying and documenting business
requirements and drivers
8.1
Business Impact Analysis
209
28
8.2
Service Level Requirements
209
3.5
Design activities
29
8.3
Risks to the services and processes
209
3.6
Design aspects
30
8.4
Implementing Service Design
210
3.7
The subsequent design activities
46
8.5
Measurement of Service Design
213
3.8
Design constraints
47
9 Challenges, Critical Success Factors
and risks
3.9
Service Oriented Architecture
48
217
3.10
Business Service Management
49
9.1
Challenges
219
3.11
Service Design models
50
9.2
Risks
219
iv
|
Afterword
221
Appendix B: Service Acceptance Criteria
(example)
231
Appendix C: Process documentation
templates (example)
235
C1 Process framework
237
Appendix D: Design and planning
documents and their contents
239
D1 Design and architectural documents
and standards
241
D2 IT plans
241
Appendix E: Environmental architectures
and standards
243
Appendix F: Sample SLA and OLA
249
Appendix H: The Service Management
process maturity Framework
261
Appendix I: Example contents of a
Statement of Requirement (SoR)
and/or Invitation to Tender (ITT)
267
Appendix J: The typical contents of
a Capacity Plan
271
Appendix K: The typical contents of
a recovery plan
275
Further information
281
References
283
Glossary
285
Acronyms list
287
Definitions list
289
Index
317
|
v
List of figures
All diagrams in this publication are intended to provide an
illustration of ITIL Service Management Practice concepts
and guidance. They have been artistically rendered to
visually reinforce key concepts and are not intended to
meet a formal method or standard of technical drawing.
The ITIL Service Management Practices Integrated Service
Model conforms to technical drawing standards and
should be referred to for complete details. Please see
www.best-management-practice.com/itil for details.
Figure 3.12
The Metrics Tree
Figure 3.13
Design constraints driven by strategy
Figure 3.14
External influences on solution design
Figure 3.15
The IT management continuum
Figure 4.1
The key links, inputs and outputs of
Service Design
Figure 4.2
Service Design – the big picture
Figure 1.1
Resources and capabilities are the basis
for value creation
Figure 4.3
The Business Service Catalogue and the
Technical Service Catalogue
Figure 1.2
Sourcing of Service Management practice
Figure 4.4
Example Service Catalogue
Figure 1.3
ITIL Core
Figure 4.5
Service Level Management
Figure 2.1
A conversation about the definition and
meaning of services
Figure 4.6
The Service Level Management process
Figure 4.7
Multi-level SLAs
Figure 2.2
A basic process
Figure 4.8
The Capacity Management process
Figure 2.3
Scope of Service Design
Figure 4.9
Capacity Management sub-processes
Figure 2.4
The Four Ps
Figure 4.10
Capacity must support business
requirements
Figure 2.5
The IT Steering/Strategy Group
Figure 3.1
The business change process
Figure 4.11
Capacity Management takes particular
note of demand pattern
Figure 3.2
Service composition
Figure 3.3
Project elements in a triangulated
relationship
Figure 4.12
Iterative ongoing activities of Capacity
Management
Figure 3.4
The service relationships and
dependencies
Figure 4.13
The Availability Management process
Figure 4.14
Availability terms and measurements
Figure 3.5
Aligning new services to business
requirements
Figure 4.15
The expanded incident lifecycle
Figure 4.16
The structured approach to Service Failure
Analysis (SFA)
Figure 3.6
The Service Portfolio – a central repository
Figure 3.7
The Service Portfolio and its contents
Figure 4.17
Relationship between levels of availability
and overall costs
Figure 3.8
Enterprise Architecture
Figure 3.9
Architectural relationships
Figure 4.18
Component Failure Impact Analysis
Figure 3.10
Integrated business-driven technology
management
Figure 4.19
Example Fault Tree Analysis
Figure 4.20
Risk Analysis and Management
Figure 3.11
The generic process elements
Figure 4.21
Lifecycle of Service Continuity
Management
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Service Design
London: TSO
Published by TSO (The Stationery Office) and available from:
Online
www.tsoshop.co.uk
Mail,Telephone, Fax & E-mail
TSO
PO Box 29, Norwich, NR3 1GN
Telephone orders/General enquiries: 0870 600 5522
Fax orders: 0870 600 5533
E-mail: customer.services@tso.co.uk
Textphone 0870 240 3701
TSO Shops
123 Kingsway, London,WC2B 6PQ
020 7242 6393 Fax 020 7242 6394
16 Arthur Street, Belfast BT1 4GD
028 9023 8451 Fax 028 9023 5401
71 Lothian Road, Edinburgh EH3 9AZ
0870 606 5566 Fax 0870 606 5588
TSO@Blackwell and other Accredited Agents
Published for the Office of Government Commerce under licence from the Controller of Her Majesty’s
Stationery Office.
© Crown Copyright 2007
This is a Crown copyright value added product, reuse of which requires a Click-Use Licence for value
added material issued by OPSI.
Applications to reuse, reproduce or republish material in this publication should be sent to OPSI,
Information Policy Team, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ,
Tel No (01603) 621000 Fax No (01603) 723000, E-mail: hmsolicensing@cabinet-office.x.gsi.gov.uk , or
information/index.htm
OPSI, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added
Licence based on standard terms tailored to your particular requirements including payment terms
The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government
Commerce, and is Registered in the U.S. Patent and Trademark Office
The Swirl logo ™ is a Trade Mark of the Office of Government Commerce
First published 2007
ISBN 978 0 11 331047 0
Printed in the United Kingdom for The Stationery Office
|
iii
Contents
List of figures
v
4 Service Design processes
57
List of tables
vii
4.1
Service Catalogue Management
60
4.2
Service Level Management
65
OGC’s foreword
viii
4.3
Capacity Management
79
Chief Architect’s foreword
ix
4.4
Availability Management
97
4.5
IT Service Continuity Management
125
Preface
x
4.6
Information Security Management
141
Acknowledgements
xi
4.7
Supplier Management
149
1 Introduction
1
5 Service Design technology-related
activities
165
1.1
Overview
4
5.1
Requirements engineering
167
1.2
Context
4
5.2
Data and Information Management
176
1.3
Purpose
8
5.3
Application Management
180
1.4
Usage
8
2 Service Management as a practice
9
6 Organizing for Service Design
187
6.1
Functional roles analysis
189
2.1
What is Service Management?
11
6.2
Activity analysis
190
2.2
What are services?
11
6.3
Skills and attributes
190
2.3
Functions and processes across lifecycle 12
6.4
Roles and responsibilities
190
2.4
Service Design fundamentals
13
3 Service Design principles
21
7 Technology considerations
199
7.1
Service Design tools
201
3.1
Goals
25
7.2
Service Management tools
203
3.2
Balanced design
25
3.3
Identifying service requirements
27
8 Implementing Service Design
207
3.4
Identifying and documenting business
requirements and drivers
8.1
Business Impact Analysis
209
28
8.2
Service Level Requirements
209
3.5
Design activities
29
8.3
Risks to the services and processes
209
3.6
Design aspects
30
8.4
Implementing Service Design
210
3.7
The subsequent design activities
46
8.5
Measurement of Service Design
213
3.8
Design constraints
47
9 Challenges, Critical Success Factors
and risks
3.9
Service Oriented Architecture
48
217
3.10
Business Service Management
49
9.1
Challenges
219
3.11
Service Design models
50
9.2
Risks
219
iv
|
Afterword
221
Appendix B: Service Acceptance Criteria
(example)
231
Appendix C: Process documentation
templates (example)
235
C1 Process framework
237
Appendix D: Design and planning
documents and their contents
239
D1 Design and architectural documents
and standards
241
D2 IT plans
241
Appendix E: Environmental architectures
and standards
243
Appendix F: Sample SLA and OLA
249
Appendix H: The Service Management
process maturity Framework
261
Appendix I: Example contents of a
Statement of Requirement (SoR)
and/or Invitation to Tender (ITT)
267
Appendix J: The typical contents of
a Capacity Plan
271
Appendix K: The typical contents of
a recovery plan
275
Further information
281
References
283
Glossary
285
Acronyms list
287
Definitions list
289
Index
317
|
v
List of figures
All diagrams in this publication are intended to provide an
illustration of ITIL Service Management Practice concepts
and guidance. They have been artistically rendered to
visually reinforce key concepts and are not intended to
meet a formal method or standard of technical drawing.
The ITIL Service Management Practices Integrated Service
Model conforms to technical drawing standards and
should be referred to for complete details. Please see
www.best-management-practice.com/itil for details.
Figure 3.12
The Metrics Tree
Figure 3.13
Design constraints driven by strategy
Figure 3.14
External influences on solution design
Figure 3.15
The IT management continuum
Figure 4.1
The key links, inputs and outputs of
Service Design
Figure 4.2
Service Design – the big picture
Figure 1.1
Resources and capabilities are the basis
for value creation
Figure 4.3
The Business Service Catalogue and the
Technical Service Catalogue
Figure 1.2
Sourcing of Service Management practice
Figure 4.4
Example Service Catalogue
Figure 1.3
ITIL Core
Figure 4.5
Service Level Management
Figure 2.1
A conversation about the definition and
meaning of services
Figure 4.6
The Service Level Management process
Figure 4.7
Multi-level SLAs
Figure 2.2
A basic process
Figure 4.8
The Capacity Management process
Figure 2.3
Scope of Service Design
Figure 4.9
Capacity Management sub-processes
Figure 2.4
The Four Ps
Figure 4.10
Capacity must support business
requirements
Figure 2.5
The IT Steering/Strategy Group
Figure 3.1
The business change process
Figure 4.11
Capacity Management takes particular
note of demand pattern
Figure 3.2
Service composition
Figure 3.3
Project elements in a triangulated
relationship
Figure 4.12
Iterative ongoing activities of Capacity
Management
Figure 3.4
The service relationships and
dependencies
Figure 4.13
The Availability Management process
Figure 4.14
Availability terms and measurements
Figure 3.5
Aligning new services to business
requirements
Figure 4.15
The expanded incident lifecycle
Figure 4.16
The structured approach to Service Failure
Analysis (SFA)
Figure 3.6
The Service Portfolio – a central repository
Figure 3.7
The Service Portfolio and its contents
Figure 4.17
Relationship between levels of availability
and overall costs
Figure 3.8
Enterprise Architecture
Figure 3.9
Architectural relationships
Figure 4.18
Component Failure Impact Analysis
Figure 3.10
Integrated business-driven technology
management
Figure 4.19
Example Fault Tree Analysis
Figure 4.20
Risk Analysis and Management
Figure 3.11
The generic process elements
Figure 4.21
Lifecycle of Service Continuity
Management
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