ITIL® service design

✍ Scribed by Office, The Stationery(Editor)

• Publisher: Stationery Office Books (TSO)
• Year: 2011
• Tongue: English
• Leaves: 455
• Edition: 2nd edition
• Category: Library

✦ Synopsis

In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes. Throughout the updated ITIL Service Design publication, there has been particular focus on alignment with ITIL Service Strategy. A number of concepts and principles have been clarified, most significantly the flow and management of activity throughout the overall service design stage with the addition of the 'design coordination' process. Other significant clarifications include the five aspects of service design, the design of the service portfolio and the terminology related to views of the service catalog.

✦ Table of Contents

Cover......Page 1
Title......Page 2
Copyright......Page 3
Contents......Page 4
List of figures......Page 6
List of tables......Page 8
Foreword......Page 9
Preface......Page 10
Acknowledgements......Page 11
1 Introduction......Page 14
1.1 Overview......Page 16
1.2 Context......Page 18
1.3 ITIL in relation to other publications in the Best Management racticeportfolio......Page 20
1.5 Chapter summary......Page 22
2 Service management as a practice......Page 24
2.1 Services and service management......Page 26
2.2 Basic concepts......Page 33
2.3 Governance and management systems......Page 38
2.4 The service lifecycle......Page 41
3 Service design principles......Page 46
3.1 Service design basics......Page 48
3.3 Balanced design......Page 57
3.4 Identifying service requirements......Page 58
3.5 Identifying and documenting business requirements and drivers......Page 60
3.6 Design activities......Page 61
3.7 Design aspects......Page 62
3.8 The subsequent design activities......Page 84
3.9 Design constraints......Page 85
3.10 Service-oriented architecture......Page 86
3.11 Service design models......Page 87
3.12 Service design inputs and outputs......Page 95
4 Service design processes......Page 96
4.1 Design coordination......Page 99
4.2 Service catalogue management......Page 110
4.3 Service level management......Page 119
4.4 Availability management......Page 138
4.5 Capacity management......Page 170
4.6 IT service continuity management......Page 192
4.7 Information security management......Page 209
4.8 Supplier management......Page 220
5 Service design technology-related activities......Page 240
5.1 Requirements engineering......Page 242
5.2 Management of data and information......Page 252
5.3 Management of applications......Page 257
6 Organizing for service design......Page 264
6.2 Functions......Page 266
6.3 Roles......Page 269
6.5 Competence and training......Page 283
7 Technology considerations......Page 286
7.1 Service design tools......Page 288
7.2 Service management tools......Page 290
8 Implementing service design......Page 294
8.2 Service level requirements......Page 296
8.4 Implementing service design......Page 297
8.5 Measurement of service design......Page 301
9 Challenges, risks and critical success factors......Page 304
9.1 Challenges......Page 306
9.3 Critical success factors and key performance indicators......Page 307
Afterword......Page 310
Appendix A: The service design package......Page 314
Appendix B: Service acceptance criteria......Page 320
Appendix C: Process documentationtemplate......Page 324
C.1 Process framework......Page 326
Appendix D: Design and planning documents and their contents......Page 328
D.2 IT plans......Page 330
Appendix E: Environmental architectures and standards......Page 332
Appendix F: Sample service level agreement and operational level agreement......Page 338
F.1 Sample service level agreement......Page 340
F.2 Sample operational level agreement......Page 343
Appendix G: Service catalogue example......Page 346
Appendix H: The service management process maturity framework......Page 350
H.2 Repeatable (level 2)......Page 352
H.3 Defined (level 3)......Page 353
H.5 Optimizing (level 5)......Page 354
Appendix I: Example of the contents of a statement of requirements and/or invitation to tender......Page 356
Appendix J: Typical contents of a capacity plan......Page 360
J.7 Service summary......Page 362
J.11 Recommendations......Page 363
Appendix K: Typical contents of a recovery plan......Page 364
K.1 Generic recovery plan......Page 366
K.2 Supporting information......Page 367
K.3 Recovery procedure......Page 369
Appendix L: Procurement documents......Page 370
Appendix M: Risk assessment andmanagement......Page 374
M.2 Management of Risk (M_o_R)......Page 376
M.3 ISO 31000......Page 377
M.4 ISO/IEC 27001......Page 378
M.5 Risk IT......Page 379
Appendix N: Related guidance......Page 382
N.2 Quality management system......Page 384
N.5 COBIT......Page 385
N.7 Environmental management and green/sustainable IT......Page 386
N.9 ITIL and the OSI framework......Page 387
N.11 Organizational change......Page 388
N.14 Balanced scorecard......Page 389
N.15 Six Sigma......Page 390
Appendix O: Examples of inputs and outputs across the service lifecycle......Page 392
Abbreviations and glossary......Page 396
Index......Page 442

✦ Subjects

Business;Nonfiction