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ITIL 2011 Service Design

ITIL 2011 Service Design

SKU: 3423
Authors: Stationery Office
Publishers: TSO
Format: Softcover
ISBN13: 9780113313051
ISBN10: 0113313055
Pages: 442
Published: 29 Jul 2011
Availability: In Stock
Format: Adobe eBook
ISBN13: 9780113313112
ISBN10: 011331311X
Pages: 442
Published: 23 Aug 2011
Availability: Immediate Download

One of the core five ITIL® publications, providing authoritative and comprehensive guidance for ITSM professionals and those studying for the ITIL® Service Design exam.

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Price: $155.00


The latest ITIL® 2011 Service Design guidance

ITIL® provides guidance on the provision of quality IT services, and on the processes needed to support them. The purpose of the service design stage of the lifecycle is to design IT services, together with the governing IT practices, processes and policies, to realise the service provider’s strategy and to facilitate the introduction of these services into supported environments, ensuring quality service delivery, customer satisfaction and cost-effective service provision. 

ITIL® 2011 Service Design provides guidance for the design and development of services and service management practices. It covers:

  • Design principles and methods for converting strategic objectives into portfolios of services and service assets.
  • The changes and improvements necessary to increase or maintain value to customers over the lifecycle of services, the continuity of service, achievement of service levels, and conformance to standards and regulations.
  • Design coordination.
  • Service catalogue management.
  • Service level management.
  • Availability management.
  • Capacity management.
  • IT service continuity management.
  • Information security management.
  • Supplier management.

Summary of updates

The concepts in ITIL® 2011 have been updated for clarity and consistency, without affecting the overall message, ensuring every stage of the service lifecycle remains focused on the business case, and relates to all the companion process elements that follow. ITIL® 2011 is fully aligned with MSP®, M_o_R®, PRINCE2® and P3O®.

  • There is particular focus on aligning service design with 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 catalogue.

It is recommended that ITIL® 2011 Service Design is used in conjunction with the other core ITIL® publications.


  • List of figures
  • List of tables
  • Foreword
  • Preface
  • Acknowledgements
    1. Introduction
    2. Service management as a practice
    3. Service design principles
    4. Service design processes
    5. Service design technology-related activities
    6. Organizing for service design
    7. Technology considerations
    8. Implementing service design
    9. Challenges, risks and critical success factors
  • Afterword
  • Appendix A: The service design package
  • Appendix B: Service acceptance criteria (example)
  • Appendix C: Process documentation template (example)
  • Appendix D: Design and planning documents and their contents
  • Appendix E: Environmental architectures and standards
  • Appendix F: Sample service level agreement and operational level agreement
  • Appendix G: Service catalogue example
  • Appendix H: The service management process maturity framework
  • Appendix I: Example of the contents of a statement requirements and/or invitation to tender
  • Appendix J: Typical contents of a capacity plan
  • Appendix K: Typical contents of a recovery plan
  • Appendix L: Procurement documents
  • Appendix M: Risk Assessment and management
  • Appendix N: Related guidance
  • Appendix O: Examples of inputs and outputs across the service lifecycle
  • References and further reading
  • Abbreviations and glossary
  • Index

ITIL® 2011 Service Design is also available as part of the ITIL® Lifecycle Publication Suite, a more cost-effective way of buying all five core ITIL® 2011 Manuals.

You can also buy ITIL® 2011 Service Design as an online subscription or as a multiuser licence.

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