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Showing posts from March, 2013

The Best of Service Design, Part 4

ITIL 2011:  Design Coordination Originally Published on September 20, 2011
The Service Design stage of the ITIL Service Lifecycle can be a powerful and beneficial set of activities and undertakings if managed, guided and coordinated in a holistic and comprehensive manner. One of the more powerful processes to emerge with the publication of the ITIL 2011 addition is the Design Coordination process. Previous editions of ITIL had the reader and practitioner assume or extrapolate the guidance provided in the Design Coordination process. ITIL 2011 formalizes the guidance and shows the need to have a method of ensuring the smooth operation of all the moving parts of Service Design.

Design Coordination has several important objectives including (SD 2011 4.1.1): Ensure the consistent design of appropriate services, service management information systems, architectures, technology, processes, information and metrics to meet current and evolving business outcomes and requirements Coordinate all desi…

The Best of Service Design, Part 3

The Importance of Availability Management Originally Published on July 5, 2011
The Availability Management process ensures that the availability of systems and services matches the evolving agreed needs of the business. The role of IT is now integral to the success of the business. The availability and reliability of IT services can directly influence customer satisfaction and the reputation of the business. The proactive activities of Availability Management involve the proactive planning, design and improvement of availability. These activities are principally involved within design and planning roles. The proactive activities consist of producing recommendations, plans and documents on design guidelines and criteria for new and changed services, and the continual improvement of service and the reduction of risk in existing services wherever it can be cost-justified. There are several guiding principles that should underpin the Availability Management process and its focus: Service avai…

The Best of Service Design, Part 2

ITSM Requirement Gathering Techniques Originally Published February 20, 2010
In a previous discussion, we talked about the three levels of requirements in Service Design: Functional, Usability and Management and Operational. There is a range of techniques that can be used to actually obtain these services requirements. It is often difficult to get your customers to verbalize what they need. It has been my experience that the customers and the business are not completely sure of what their requirements actually are. They will need assistance and prompting from the designer or requirements gatherer. This must be done in a professional and sensitive manner to ensure that it is not seen as IT dictating the business requirement. We are all familiar with the most popular techniques, interviewing and workshops.
The following is a list of additional techniques which might aid you in the Service Design requirements gathering stage: Observation: Watch your customers perform a specific task Protocol…

The Best of Service Design, Part 1

We continue our "Best of" blog series by  moving into Service Design.

The Service Design Package Originally Published in 2010
I have gotten many questions about what value does the Service Design Package provide?

We first must understand that all design activities are triggered by changes in business needs or service improvements. In order to design and deliver IT services that meet the changing needs of the customers and the business, clear, concise and unambiguous specifications of the requirements must be documented and agreed.

The SDP is where we document and agree to
Requirements – What the business wants and how they plan to use this new service. Define who all of the stakeholders are Service Design – Functionality of this new or changed service (SOR). Service levels to be delivered (SLRs, SLAs). Operational management requirements (OLAs, Contracts). Overall design and topology. Defined outcomes and deliverables. Organizational Readiness Assessment – Do we have the financia…

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