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Online access to one of the core five ITIL® publications, providing authoritative and comprehensive guidance for ITSM professionals and those studying for the ITIL® Service Design exam.
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.
The advantages of online subscription are:
ITIL® 2011 Service Design provides guidance for the design and development of services and service management practices. It covers:
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®.
It is recommended that ITIL® 2011 Service Design is used in conjunction with the other core ITIL® publications.
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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
This online publication is also available with the other ITIL® core publications in the ITIL® Lifecycle Publication Suite or on its own in various different formats. Multiuser access is also available.
