SERVICE DESIGN

Definition

The purpose of the Service Design stage

of the lifecycle is to design services that
fulfil the strategic objectives, which are
based on business requirements.
The main objective of Service Design is to
deliver a service which works

The four Ps

People
People considerations are vital for all service management initiatives, projects
and
enhancements.
This P would include education and awareness, communication and expectation setting. If
people understand what changes are happening and why, they are much less likely to
resist the change.
Processes
Processes need to be defined and documented. If processes are not documented,
inconsistencies will develop over time as people adapt them. It is hard to track a process
effectively if it is not documented.
This P includes understanding the process objectives, creating process
documentation
and defining process KPIs and metrics.
Partners
Very few organisations work in isolation. They use third parties who supply goods and
services from consultants and contractors through to software and tooling suppliers.
Products
This P includes the tools or products that we use to help us provide, manage and measure
our services.

The five design aspects

Aspect 1: design of service

solutions

The five design aspects

Aspect 2: designing management information

systems and tools

The five design aspects

Aspect 3: design of technology

and management architectures

The five design aspects

Aspect 4: design of processes

inputs and outputs

process objectives and scope
roles, including the process owner, manager and
practitioners
process controls
process documentation
responsibilities and skills
metrics and measurements.

The five design aspects

Aspect 5: design of measurement methods and

metrics

Process metrics typically focus on four areas:

Progress: measuring milestones and deliverables in

the
capability of the process.
Compliance: does the process comply with governance
requirements and regulatory requirements, and do
people comply with the process?
Effectiveness: does the process do what it is meant to
do?
Is it accurate?
Efficiency: this measures the process productivity,
including speed, throughput and resource utilisation.

Related processes
Service Level
Management
Service Catalogue
Management
Availability Management
Information Security
Management
Supplier Management
Capacity Management
IT Service Continuity
Management

Service Design process: Service

Level Management

Service Design process: Service

Level Management
Service Level Agreements (SLAs) are commonly
used to set customer expectations about the level
of service they will receive.
Service Level Management (SLM) is responsible for
working with the customer to define the service
level targets that are used to measure performance

Service Level Requirements

(SLRs)

a customer requirement for an aspect of an IT

service. SLRs are based on business
objectives and used to negotiate agreed

Sample SLA
Introduction and signatures
This is the SLA for the production planning system. Its an agreement between the
production business unit and the IT department.
Service description
Provides ability to plan the manufacturing schedule, identify raw material needs and
place purchase orders.
Service level targets
Service hours
24/7
Planned maintenance can take place between 2 and 5 a.m. on weekdays, up to a
total of 5 hours per week.
Availability and reliability
The service will be available over all service hours (except for agreed planned
maintenance). In the case of unplanned outages due to incidents, the service must
be restored within two hours. No more than three unplanned outages are allowed in
any one seven-day period.

Response to incidents
P1: Interruption to critical service; service to be restored in 2 hours
P2: Degradation of critical service; service to be restored in 8 hours
P3: Incident impacting low-criticality service with low urgency; service to be
restored in 48 hours
P4: Planned work
Capacity and performance
Maximum number of
concurrent users = 100
System response time to
be no greater than 2
seconds when all users
are
using service.
Security
Refer to security policy.
IT service continuity
In the event of a disaster, service to be restored within 2 hours to recovery
site.
Support
The service desk will be the first point of contact for users for all IT issues.
Standard service desk hours are 8 a.m. to 6 p.m. Out-of-hours support
for this service will be provided via the same contact number.

Types of Service Level Agreement

Servicebased SLA
Customerbased
SLA
Multi-level
SLA

Service Design process: Service

Catalogue Management

Service Catalogue structure