Online access to 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.
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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.
Contents
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
