Key Element Guide ITIL Service Design

Key Element Guide ITIL Service Design

by AXELOS
Released July 2012
Publisher(s): TSO
ISBN: None

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Book description

Provides a handy reference to the content contained within the core ITIL Service Design guidance and summarises its key elements.

Table of contents

  1. Key Element Guide ITIL® Service Design
    1. Contents
    2. Acknowledgements
    3. 1 Introduction
      1. 1.1 The ITIL service lifecycle
      2. Figure 1.1 The ITIL service lifecycle
      3. 1.2 Service design – key element guide
        1. 1.2.1 Purpose and objectives of service design
        2. 1.2.2 Scope
        3. 1.2.3 Value to business
      4. 1.3 Context
        1. 1.3.1 Service strategy
        2. 1.3.2 Service design
        3. 1.3.3 Service transition
        4. 1.3.4 Service operation
        5. 1.3.5 Continual service improvement
    4. 2 Service management as a practice
      1. 2.1 Services and service management
        1. 2.1.1 Services
        2. 2.1.2 Service management
        3. 2.1.3 IT service management
        4. 2.1.4 Service providers
        5. 2.1.5 Stakeholders in service management
        6. 2.1.6 Utility and warranty
        7. 2.1.7 Best practices in the public domain
      2. 2.2 Basic concepts (1/2)
      3. 2.2 Basic concepts (2/2)
        1. 2.2.1 Assets, resources and capabilities
        2. Figure 2.1 Examples of capabilities and resources
        3. 2.2.2 Processes
        4. Figure 2.2 Process model
        5. 2.2.3 Organizing for service management
        6. 2.2.4 The service portfolio
        7. Figure 2.3 The service portfolio and its contents
        8. 2.2.5 Knowledge management and the SKMS
      4. 2.3 Governance and management systems
        1. 2.3.1 Governance
        2. 2.3.2 M anagement systems
        3. Figure 2.4 Plan-Do-Check-Act cycle
      5. 2.4 The service lifecycle
        1. 2.4.1 Specialization and coordination across the lifecycle
        2. 2.4.2 Processes through the service lifecycle
        3. Table 2.1 The processes described in each core ITIL publication
    5. 3 Service design principles
      1. 3.1 Service design basics
        1. 3.1.1 IT service design and overall business change
        2. Figure 3.1 The business change process
        3. 3.1.2 Service design scope and flow
        4. 3.1.3 Comprehensive and integrated service designs
        5. Figure 3.2 The four Ps of service design
      2. 3.2 Service design goals
      3. 3.3 Balanced design
      4. 3.4 Identifying service requirements
      5. 3.5 Identifying and documenting business requirements and drivers
      6. 3.6 Design activities
      7. 3.7 Design aspects
        1. 3.7.1 Designing service solutions
        2. 3.7.2 Designing management information systems and tools
        3. 3.7.3 Designing technology architectures and management architectures
        4. 3.7.4 Designing processes
        5. Figure 3.3 Architectural relationships
        6. 3.7.5 Designing measurement methods and metrics
      8. 3.8 The subsequent design activities
      9. 3.9 Design constraints
      10. Figure 3.4 Design constraints driven by strategy
      11. 3.10 Service design models
      12. Table 3.1 Main sourcing structures (delivery strategies)
      13. 3.11 Service design inputs and outputs
    6. 4 Service design processes
      1. 4.1 Design coordination
        1. 4.1.1 Purpose and objectives
        2. 4.1.2 Scope
        3. 4.1.3 Value to business
        4. 4.1.4 Policies, principles and basic concepts
        5. 4.1.5 Process activities, methods and techniques
        6. 4.1.6 T riggers, inputs, outputs and interfaces
        7. 4.1.7 Critical success factors and key performance indicators
        8. 4.1.8 Challenges and risks
      2. 4.2 Service catalogue management (1/2)
      3. 4.2 Service catalogue management (2/2)
        1. 4.2.1 Purpose and objectives
        2. 4.2.2 Scope
        3. 4.2.3 Value to business
        4. 4.2.4 Policies, principles and basic concepts
        5. 4.2.5 Process activities, methods and techniques
        6. 4.2.6 T riggers, inputs, outputs and interfaces
        7. 4.2.7 Critical success factors and key performance indicators
        8. 4.2.8 Challenges and risks
      4. 4.3 Service level management (1/2)
      5. 4.3 Service level management (2/2)
        1. 4.3.1 Purpose and objectives
        2. 4.3.2 Scope
        3. 4.3.3 Value to business
        4. 4.3.4 Policies, principles and basic concepts
        5. 4.3.5 Process activities, methods and techniques
        6. 4.3.6 Triggers, inputs, outputs and interfaces
        7. 4.3.7 Critical success factors and key performance indicators
        8. 4.3.8 Challenges and risks
      6. 4.4 Availability management (1/2)
      7. 4.4 Availability management (2/2)
        1. 4.4.1 Purpose and objectives
        2. 4.4.2 Scope
        3. 4.4.3 Value to business
        4. 4.4.4 Policies, principles and basic concepts
        5. 4.4.5 Process activities, methods and techniques
        6. Figure 4.1 The availability management process
        7. Figure 4.2 The expanded incident lifecycle
        8. 4.4.6 Triggers, inputs, outputs and interfaces
        9. 4.4.7 Critical success factors and key performance indicators
        10. 4.4.8 Challenges and risks
      8. 4.5 Capacity management (1/2)
      9. 4.5 Capacity management (2/2)
        1. 4.5.1 Purpose and objectives
        2. 4.5.2 Scope
        3. 4.5.3 Value to business
        4. 4.5.4 Policies, principles and basic concepts
        5. 4.5.5 Process activities, methods and techniques
        6. Figure 4.3 Capacity management overview with sub-processes
        7. Figure 4.4 Ongoing iterative activities of capacity management
        8. 4.5.6 Triggers, inputs, outputs and interfaces
        9. 4.5.7 Critical success factors and key performance indicators
        10. 4.5.8 Challenges and risks
      10. 4.6 IT service continuity management (1/2)
      11. 4.6 IT service continuity management (2/2)
        1. 4.6.1 Purpose and objectives
        2. 4.6.2 Scope
        3. 4.6.3 Value to business
        4. 4.6.4 Policies, principles and basic concepts
        5. 4.6.5 Process activities, methods and techniques
        6. Figure 4.5 Lifecycle of IT service continuity management
        7. 4.6.6 Triggers, inputs, outputs and interfaces
        8. 4.6.7 Critical success factors and key performance indicators
        9. 4.6.8 Challenges and risks
      12. 4.7 Information security management (1/2)
      13. 4.7 Information security management (2/2)
        1. 4.7.1 Purpose and objectives
        2. 4.7.2 Scope
        3. 4.7.3 Value to business
        4. 4.7.4 Policies, principles and basic concepts
        5. Figure 4.6 Elements of an ISMS for managing IT security
        6. 4.7.5 Process activities, methods and techniques
        7. Figure 4.7 Security controls for threats and incidents
        8. 4.7.6 Triggers, inputs, outputs and interfaces
        9. 4.7.7 Critical success factors and key performance indicators
        10. 4.7.8 Challenges and risks
      14. 4.8 Supplier management (1/2)
      15. 4.8 Supplier management (2/2)
        1. 4.8.1 Purpose and objectives
        2. 4.8.2 Scope
        3. 4.8.3 Value to business
        4. 4.8.4 Policies, principles and basic concepts
        5. 4.8.5 Process activities, methods and techniques
        6. Figure 4.8 Supplier management process
        7. Figure 4.9 Supplier categorization
        8. 4.8.6 Triggers, inputs, outputs and interfaces
        9. 4.8.7 Critical success factors and key performance indicators
        10. 4.8.8 Challenges and risks
    7. 5 Organizing for service design
      1. 5.1 Functions
        1. 5.1.1 Alignment with application development
        2. 5.1.2 Alignment with project management
      2. 5.2 Roles (1/3)
      3. 5.2 Roles (2/3)
      4. 5.2 Roles (3/3)
        1. 5.2.1 Generic service owner role
        2. 5.2.2 Generic process owner role
        3. 5.2.3 Generic process manager role
        4. 5.2.4 Generic process practitioner role
        5. 5.2.5 Design coordination roles
        6. 5.2.6 Service catalogue management roles
        7. 5.2.7 Service level management roles
        8. 5.2.8 Availability management roles
        9. 5.2.9 Capacity management roles
        10. 5.2.10 IT service continuity management roles
        11. 5.2.11 Information security management roles
        12. 5.2.12 Supplier management roles
        13. 5.2.13 Other service design roles
    8. 6 Implementing service design
      1. 6.1 Risks to the services and processes
      2. 6.2 Implementing service design
        1. 6.2.1 Where do we start?
        2. 6.2.2 How do we improve?
        3. Figure 6.1 Implementation/continual service improvement approach
      3. 6.3 Measurement of service design
    9. 7 Challenges, risks and critical success factors
      1. 7.1 Challenges
      2. 7.2 Risks
      3. 7.3 Critical success factors
    10. 8 Key messages and lessons
    11. 9 Related guidance
      1. 9.1 Risk assessment and management
      2. 9.2 ITIL guidance and web services
      3. 9.3 Quality management system
      4. 9.4 Governance of IT
      5. 9.5 COBIT
      6. 9.6 ISO/IEC 20000 service management series
      7. 9.7 Environmental management and green/sustainable IT
      8. 9.8 Programme and project management
      9. 9.9 Skills Framework for the Information Age
      10. 9.10 Carnegie Mellon: CMMI and eSCM framework
      11. 9.11 Balanced scorecard
      12. 9.12 Six Sigma

Product information

  • Title: Key Element Guide ITIL Service Design
  • Author(s): AXELOS
  • Release date: July 2012
  • Publisher(s): TSO
  • ISBN: None