ITIL Version 3 Foundation - Service Design

Definition
The design of appropriate & innovative IT services..
including their architecture, process,policies & documentation..
to meet current and future agree business requirements'
Goals
-- To create a realistic service outline with:
    . Policy regarding service quality
    . Architecture design
    . Models for delivery
    . Appropriate Technology
    . Process & Measurement design
-- Provide guidance on development of Services, Models & processed
-- The main deliverable is the SERVICE DESIGN PACKAGE(SDP)
    . A SDP details all aspects of the service and its requirements during the design stage through all of the subsequent stages of its lifecycle.
    . Produced for each new IT service, major change or IT Service Retirement
Processed
 -- Service Level Management
 -- Service Catalogue Management
 -- Availability Management
 -- Information Security Management
 -- Supplier Management
 -- Capacity Management
 -- IT Service Continuity Management

Service Design - Objectives
-- Guidance on the design and development of:
    . Services and Service management processes
-- No limited to new services
-- "Holistic' approach
    . To ensure service consistency & integration
    . Must consider all activities & processes & IT technology

Service Design - Business Value
-- Deliver reduced Total Cost of Ownership (TCO)
-- Improve overall quality of services
-- Improve consistency of services
-- Make implementation of owner changed services easier
-- Increased Service management & IT processes effectiveness

Service Design - Key Principles & Models
. Importance of the 4P's
  -- People
  -- Processes
  -- Prodcuts
  -- Partners
  If we agree that PEOPLE is the greatest challenge; what could we attribute this to?

. 5 elements of Service Design   
    1. Service Portfolio Design
    2. Business Requirements & Service Design
    3. Technology Design
    4. Process Design
    5. Measurement Design

Service Portfolio Design
 -- Service Portfolio
    . Assists with clarifying question like:
      - Why should a customer buy these services?
      - Why should they buy these services from you?
      - What are they pricing or chargeback models?
      - what are my strenght & weakness, priorities & risks?
      - How should my resources & capabilities be  allocated?

-- Service Portfolio
    . Part of Sevice Knowledge Management System (SKMS)
    . Registered in Configuration Management System (CMS)

1.Service Portfolio Design
Design factors for the Service Portfolio
     . Service name
     . Service description
     . Service status
     . Service classification and criticality
     . Applications used
     . Business processes supported
     . Busness owners & Businss users
     . Service warranty level, SLA and SLR references
     . Supporting services
     . Supportng OLAs, cnracts and agreements
     . Service costs
     . Service charges
     . Service revenue
     . Service metrics
     More..

2.Busness Requirements & Service design
A. Analyse agreed business requirements
B. Review existing capability
C. incorporate Service Acceptance Criteria (SAC) requirements
D. Evaluate & cost alternative designs
E. Agree expenditure & budget
F. Re-evaluate & confirm business benefits (ROI & TCO)
G. Agree preferred solution against Service Level Requirement (SLR)
H. Check consistency with corporate & IT strategies
I. Confirm inclusion - Corporate, IT governance & security controls
J. Complete IT readiness assessment - ensure effective operability
K. Establish supplier & supporting agreements
L. Assemble Service Design Package (SDP) for subsequent stages

3. Technology Design:
-- Provide overall strategic development & deployment blueprints for architectures & management systems
   Architecture design = development and maintenance of IT policies, strategies, designs, documents, plans and processes
-- Guidelines for Technology Design
    . Re-use existing assets where possible
    . Look to use standard technology models

4. Process Design
-- Create or follow existing process model
    . Process model = structured set of activities to accomplish a specific objective.
       - Takes one or more inputs and turns them into defined outputs.
       - Includes roles, responsibilities, tools and management controls.
       - A process may also define or revise policies, standards, guidelines, activities, processes, procedures, and work instructions if they are needed.
-- Process control
     . Planning and regulating a process, with the objective of being effective, efficient and consistent.

5. Measurement Design
-- Cross over with Continual Service Improvement (CSI)
    . If you can't tmeasure it then you can't manage it.
-- Measurement asks : Is the design
    . Fit for purpose
    . at the appropriate level of quality
    . Right first time
    . minimize "rework" & "add-ones"

Service Provider Types
 -- Type I   - Internal Service Provider
 -- Type II  - Shared Service Provider
 -- Type III - External Service Provider

Service Design Packge
 -- Developed for new IT services, Major changes, or IT retirements.
 -- Defines all aspects of an IT service and its requirements for each stage of its lifecycle.

Contents of the Service Design package
 -- Requirements
    . Busness requirements
    . Service applicability
    . Service contacts
 -- Service Design
    . Service functional requirements
    . Service level requirements
    . Service operational management requirements
    . Service design and topology
 -- Organizational readiness assessment
 -- Service lifecycle plan
    . Service program
    . Service transition plan
    . Service operational acceptance plan

Service Design - Processes
. Service Level Management
. Service Catalogue Management
. Capacity Management
. Availability Management
. Service Continuity Management
. Information Security Management
. Supplier Management

Service Level Management

. Objectives   - Ensure clear understanding between customer & IT
   - Proactive enhance level of services
   - Drive customer "satisfaction"

. Scope   - negotiate & agree
      -- Current requirements (SLA)
      -- Future requirements (SLR)
   - Develop & manage
      -- SLA (aligned to targets)
      -- OLAs to support SLAs
   - Review contracts with Suppliers
   - Oversee Service Improvement Plan (SIP)

. Basic concepts
   - Service Level Management (SLM)
     . A communication channel & relationship with appropriate customers & business representatives.
   - Service Level Requirement (SLR)
     . A set of targets and responsibilities documented and agreed prior to a new serice or change
   - Service Level Agreement (SLA)    
     . Written agreement between an IT service provider & the IT customers, defining the key service targets and responsibilities of both parties.
   - Operational Level Agreement (OLA)
     . Agreement between an IT service provider & another part of the same organisation that assists with the provision of services.
   - Underpinning Contract (UC)
     . Formal contract between an IT Service Provider & a Third Party.

   - Service Review
     . Held periodically with customer
     . Review Service Achievement for the last period
     . To discuss issues for the coming period

   - Service Improvement Plan (SIP)    
     . Plan of prioritising improvement actions
     . Covers all sevices and processes
     . Includes Impacts and risks

   - Contract
     . A legally binding agreement between two or more parties.

   - Service Level Agreement Monitoring (SLAM) Chart 
     . Used to give a quick view of SLA's performance at a glance
     . Uses RAG (Red, Amber, Green) colour codes
     . Red: Breached; Orange: Threatened; Gree: Within Target

   - Types of SLA Frameworks    
     . Service-based SLA
       -- SLA covers one services for all customers of that service
     . Customer based SLA
       -- Cover one customer group for all the services they use.
     . Muti-level SLA
       -- Can cover several layers of the organisation
       -- Corporate level
       -- Customer level
       -- Sevice Level

. Key Metrics 
  - Percentage reduction in:
     -- SLA targets threatened
     -- SLA targets missed (minor)
     -- SLA breaches (major)
  - Percentage increase in:
     -- Customer perception & satisfaction of SLA achievements
         . Services reviews
         . Customer Satisfaction Survey responses

. Roles : Service Level Manager
  - Be aware of changing business needs
  - Identify & understand current and future service requirements
  - Responsible for:
    . Service Portfolio
    . Service Catalogue
    . Application Portfolio
  - Enur UC's align with SLA & SLR targets
  - manage relationships with stakeholders, customers, users
  - Measure, record, analyze & improve customer satisfaction.

.Challenges
  -- IT perception to business can be low
  -- Identifying planned services (service portfolio)
  -- Defining the Service Catalogue
  -- Defining IT department relationships (for OLAs)
  -- Identifying contractual relationships (for UCs)

Service Catalogue Management

. Objective
  -- To manage the inforamtion within the Service Catalogue

. Roles:Service Catalogue manager
-- Record existing & new services in Service Catalogue
-- Verify Service Catalogue information is accurate
-- Ensure consistency of Service Catalogue & Service Portfolio information
-- Backup Service Catalogue information & ensure integrity.

Capacity Management

. Objective
-- Produce (and maintain) Capacity Plan
-- Give advice on capacity & performance issues
-- Deliver against performance targets
-- resolve performance & capacity related incidents & problems
-- Assess changes on capacity & performance
-- Implement service improvement measures

. Three sub-processes
-- Business Capacity Management
-- Service Capacity Management
-- Component Capacity Management
. Role : Capacity Manager
-- Ensure adequate IT Capacity
   . Understand capacity requirements, usage and capacity
   . sizing new services & systems (future requirements)
   . Production, review & revision of the Capacity Plan
-- Aligning capacity & demand correctly
-- Optimise existing capacity
-- Set appropriate monitoring levels
   . Performance analysis & reporting
   . Performance & resource optimisation
   . Impact & cost assessment
-- Focal point for capacity & performance issues

Availability Management
.Availability is at the core of user satisfaction.
.Objectives
  -- Produce (and maintain) the Availability Plan
  -- Provide advice & guidance on Availability issues
  -- Ensure service availability targets are met/exceeded
  -- Diagnosis & resolution of availability related incidents & problems
  -- Assess impact of changes on Availability Plan
  -- Ensure proactive measures to improve availability of services

.Basic concepts
  -- Key elements:
      . Reactive activities
      . Proactive activities

  -- Aspects of Availability 
      . Component availability
      . Service availability

  -- Four aspects
      . Availability
      . Reliability
      . Maintainability
      . Serviceability

. Role : Availability Manager
-- Participate in IT infrastructure design
   . Design of new services
   . Availability & recovery design criteria

-- Monitor actual IT availability achieved
   . Check and report availability levels against SLAs

-- Assess and manage risk
-- Review impact of changes on Availability Plan
-- Ensure cost justified levels of IT availability

Service Continuity Management
.Objectives
-- Maintain IT Service Continuity & IT recovery plans
-- Complete Business Impact Analysis (BIA)
-- Consider risks & how to minimize
-- Establish recovery mechanisms
-- Investigate and implement improvement measures.

.Basic concepts
-- Business Continuity Management (BCM)
    . Manages risks that could seriously affect the business
    . Plans for the recovery of Business process should disruption occur
    . Sets the scope and requirement for ITSCM

-- Business Continuity Plan (BCP)
    . plan defining steps required to restore business process after disruption
    . Identifies triggers for invocation, people to be involved, communication, etc
    . ITSCM forms significant patr of Business Continuity plans

-- Business Impact Analysis (BIA)
   . Assesses what impact the business will have should a particular service, process, component, etc, fail.
-- Risk Analysis
   . Assesses what the chances of disaster are.

.Role: ITSCM Manager
-- Connect ITSCM to the BCM process
    . Plans, risks & activities
    . Communication & awareness

-- Develop & maintain continuity awareness
    . Look for danger
    . maintain service continuity plan
    . Ensure IT "preparedness"
    . review third party cintracts

-- establish and manage testing schedule
    . Check conformance to plan & improve

-- Assess change impact on recovery solutions

Inforamtion Security Management
. Objectives
   -- Manage Confidentiality
   -- Maintain Integrity
   -- Ensure Availability
   -- Also focus on  third party exchanges
      . Authenticity & non-repudiation

. Basic concepts
   -- Establish an Information Security Policy
   -- Create a Security framework
   -- manage the Information Security management System (ISMS)

  .ITIL v3 approach to Security
    -- 5 step approach
           1. Control
           2. plan
           3. Implement
           4. Evaluate
           5. Maintain

. Role :  Security manager
-- Information Security Policy & supporting policies
    . Communicate & publish
    . Enforcement
    . Promote

-- Security control & plans
    . Procedures - security controls
    . maintain, review & audit, test

-- review breaches & incidents
    . Impact & volumes

-- Check adherence to Policy

Supplier Management
. Objectives

-- Deliver "value for mony"
-- Align underpinning contracts & customer agreements
-- Mange supplier relationships & performance
-- Negotiate, agree & manage contracts through their lifecycle
-- Maintain supplier policy and Supplier & Contract Database (SCD)

. Supplier
  -- Third Party Responsible for supplying goods or services required to deliver IT services.

. Role : Supplier Manager

-- Work with SLM on SLAs, contracts, agreements,etc.
    . Business alignment
    . Roles & relationships
-- Manage the Supplier & Contracts Database (SCD)
    . Changes to SCD via Change Manage process
    . Impact assessment of supplier changes - CAB
-- Perform supplier review & risk assessment
    . Beware of supplier sub-contractors
    . Ensure value (ROI)
-- Manage Disputes
    .Termination / transfer
    . Reporting & improvement