Once a strategy has been defined and communicated, services can be designed to meet the strategic objectives.
Scope
The scope of Service Design includes the design of appropriate and innovative services that meet business needs now and in the future. This can be difficult to achieve as IT needs to work with the business and make some educated guesses about what future requirements will be. There are a number of Service Design processes and concepts that support this. The actual service designs that are possible will be influenced by requirements, business benefits and constraints.
Objectives
- deliver a service which works according to defined requirements
- deliver a service that will not require frequent improvements or modifications during its normal life cycle
- minimize the cost of delivering the service without compromizing quality and performance
Values
- improve service quality, so that services meet business needs from the moment they go live
- esure that service implementations go consistently well
- esure service performance is in line with agreed business requirements
- reduce service cost including the cost of redesign and rework
- improve governance and decision making
- improve service management and process design
Key Roles
- Service Design Manager: responsible for the overall coordination and
deployment of quality solution designs for services and processes
- IT Designer/Architect: responsible for the overall coordination and design
of the required technologies, architectures, strategies, designs and plans
- Service Catalogue Manager: responsible for producing and maintaining an
accurate Service Catalogue
- Service Level Manager: responsible for ensuring that the service quality
levels are agreed and met
- Availability Manager: responsible for ensuring that all services meet their
agreed availability targets
- IT Service Continuity Manager: responsible for ensuring that all services
can be recovered in line with their agreed business needs, requirements and
timescales
- Capacity Manager: responsible for ensuring that IT capacity is matched to
agreed current and future business demands
- Security Manager: responsible for ensuring that IT security is aligned with
agreed business security policy risks, impacts and requirements
- Supplier Manager: responsible for ensuring that value for money is
obtained from all IT suppliers and contracts, and that underpinning
contracts and agreements are aligned with the needs of the business
