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Service Design

Service Design
Service Design

What is Service Design?

The design of appropriate and innovative IT


services, including their architectures,
processes, policies and documentation, to meet
current and future agreed business
requirements

Service Design stage of the lifecycle starts with a set of new or changed business
requirements and ends with the development of a service solution designed to meet the
documented needs of the business
Service
Service Design
Design
Service
Service Design
Design
Five major aspects of Service
Design

• The design of new or changed


services

• The design of the Service


Portfolio, including the Service
Catalog

• The design of the technology


architecture and management
systems

• The design of the processes

• The design of measurement


systems, methods and metrics
Service
Service Design
Design

SD lifecycle - Inputs and Outputs


Service
Service Design
Design

Key concepts

Service Design Package

• Details all aspects of a service through all


stages of its lifecycle

• Requirements

• Service Functional / Level /


Operational Management
Requirements

• Service Design and Topology

• Organizational Readiness Assessment

• Service Lifecycle Strategy

• The SDP is passed from Service Design to


Service Transition for implementation
Service
Service Design
Design
Processes

• Service Catalog Management

• Service Level Management

• Availability Management

• Information Security Management

• Supplier Management

• Capacity Management

• IT Service Continuity Management


Service Catalog
Management
Service Design – Service Catalog Management

Objectives

• Create and manage an accurate Service Catalog

• Provide a single source of consistent information on


all agreed services and ensure that it is widely
available to those that are approved to access it

• Ensure that a Service Catalog is produced and


maintained containing accurate information on all
operational services and those being prepared to
run operationally
Service Design – Service Catalog Management

Basic concepts
• The Service Catalog

- Part of the Service Portfolio

- Details of all operational services and those being prepared for transition

• Business Service Catalog

- Details of all the IT services delivered to the customers, together with


relationships to business units and business process that rely upon the IT
services

- Visible to the customer

• Technical Service Catalog

- Details of all the supporting services, together with the relationships to


supporting services, shared services, components and CI’s necessary to support
the provision of the service to the business

- Not usually visible to the customer


Service Design – Service Catalog Management
Service Design – Service Catalog Management

Roles

Service Catalog Manager


• Produce and maintain the service catalog

• Ensure all operational services and those


being prepared for operational running are
recorded

• Ensure all information in the Service Catalog


is accurate and up to date

• Ensure all the information is consistent with


the information in the Service Portfolio

• Ensure all information is adequately


protected and backed-up
Service Level
Management
Service Design – Service Level Management

Objectives
• Negotiate, agree and document
service levels

• Measure, report and improve service


levels

• Communicate with business and


customers
Service Design – Service Level Management

Scope

• Ensure quality of service match


expectations

• Existing services

• Requirements for new or changed


services

• Expectations and perception of the


business, customers and users
Service Design – Service Level Management

Definitions

• SLA – A contract between the Service Provider (IT Organization) and the Customer
that articulates the detail of which services are to be delivered along with the
quality, performance and availability.

• Operational Level Agreement (OLA) – Document to support the SLA agreed with the
Internal Departments

• Underpinning Contract (UC) – Document to support the SLA agreed with the External
service providers / suppliers to delivery of one or more components of the end-to-
end service.

• Service Catalog – The details of range of services that an IT Organization can deliver
and different levels of service that are available to the customer. (Technical and
Business Service Catalog)

• Service Improvement Program (SIP) – An initiative to improve the performance of a


delivering services.

• Service Level Requirements (SLR) – Provides the details of list of services that are
required by the customer.
Service Design – Service Level Management

Structure of SLM

Customers Customer Customer Customer

SLA / SLC

IT Service

IT Service
Department
IT System IT System

OLA UC

Maintenance
Internal External
And Supplier
Service Design – Service Level Management

Activities

• Design SLA frameworks

• Identify Service Level Requirements ( SLR’s )

- Agree and document Operational Level Agreement ( OLA’s )and Underpinning

Contracts

• Monitor service performance against SLA

• Measure and improve Customer Satisfaction

• Review and revise underpinning agreements and service scope

• Produce service reports

• Conduct service reviews and instigate improvements

• Review and revise SLA’s, OLA’s and UC’s

• Develop contacts and relationships

• Manage complaints and compliments


Service Design – Service Level Management

Roles

Service Level Manager

• Process Owner

• Understand Customers

• Create and maintain SLA’ s and


OLA’ s

• Review and reporting

• Ensure that changes are assessed


for impact on service levels
Service Design – Service Level Management

Key Metrics

• Number and % of targets being met

• Number and severity of service breaches

• Number and % of up to date SLA’s

• Number of services with timely reports and


service reviews

• Improvements in Customer Satisfaction


Service Design – Service Level Management

Process Interfaces

• Service Portfolio Management

• Service Catalog Management

• Supplier Management

• Availability Management, Capacity


Management and ITSCM

• Service Knowledge Management

• Continuous Service Improvement

• All other service management processes to


agree and document required customer
outcomes
Availability Management
Service Design – Availability Management

Objectives

• Ensure agreed level of availability is provided

• Continually optimize and improve the availability of


IT infrastructure, Services and supporting
organization

• Provide cost effective availability improvements


that can deliver business and customer benefits

• Produce and maintain an availability plan


Service Design – Availability Management

Definitions

• Availability – Is the ability of an IT Service or component to perform its required


function at a stated instant or over a stated period of time

• Reliability – The reliability of an IT Service can be qualitatively stated as freedom


from operational failure

• Maintainability - The ability of an IT Infrastructure component to be retained in, or


restored to, an operational state

• Serviceability (external) – A contractual term used to define the support to be


received from the external supplier in which they will support in case of
unavailability of one or more services

• Resilience – The ability of a component or service to keep running, where one or


more components have failed.

• Vital Business Function – Ensure that the primary function / deliverables of a


specific service should be available
Service Design – Availability Management

Activities

• Determining Availability requirements from the business


and designing the availability criteria

• Defining targets for the Availability, Maintainability and


Reliability of the IT infrastructure components

• Monitoring and Reporting Availability, Maintainability and


Reliability of IT services and components

• Producing and Maintaining an availability plan


Service Design – Availability Management
Unavailability Lifecycle

MTRS = Mean Time To Restore Service (Downtime)=>


MAINTAINABILITY OR SERVICEABILITY

Incident
Incident

MTBF= Mean Time


Between Failures
(Uptime)=>
AVAILABILITY

MTBSI = Mean Time Between System Incidents = RELIABILITY


Time
Service Design – Availability Management
Calculating availability

Time Agreed to = Hours of Operations as per SLA

Downtime = Outage as reported by Incident Management

Actual Time = Time Agreed to – Downtime

% Availability = Time Actually Available X100


Time Agreed to
Service Design – Availability Management

Roles
Service Level Manager
• Process Owner

• Ensure services deliver agreed levels of availability

• Creation and maintenance of an availability plan

• Assessing changes

• Monitoring and reporting availability

• Proactive improvement of service availability and


optimization of the IT

infrastructure to optimize costs

• Assisting with investigation and diagnosis of


incidents and problems which cause availability
issues
Information Security
Management
Service Design – Information Security Management

Objectives

• To protect the interests of those relying on information

• To protect the systems and communication that deliver the information

• Specifically related to harm resulting from failures of :

- Availability

- Confidentiality

- Integrity
Service Design – Information Security Management

Definitions

• Availability – Information is available and usable


when required, and the systems that provide it can
appropriately resist attacks and recover from or
prevent failures

• Confidentiality – Information is observed by or


disclosed to only those who have a right to know

• Integrity - Information is complete, accurate and


protected against unauthorized modification
Service Design – Information Security Management

Roles
Security Manager
• Process Owner

• Develop and maintain Information Security


Policy

• Communicate and publicize security


awareness and policy

• Perform security analysis and risk


management

• Monitor and manage security breaches and


incidents
Supplier Management
Service Design – Supplier Management

Objectives

• Manage supplier relationship and performance

• Negotiate and agree contracts with SLM liaison

• Manage contracts throughout their lifecycle

• Maintain a supplier policy and a supporting Supplier


and Contract Database (SCD)
Service Design – Supplier Management

Activities
• Ensure the UC and OLA with suppliers are aligned to
business needs and support and align with targets in
SLR’s and SLA’s, in conjunction with SLM

• Manage relationship with suppliers

• Manage supplier performance

• Negotiate and agree contracts with suppliers and


manage them through their lifecycle

• Maintain a supplier policy and a supporting Supplier


and Contract Database (SCB)
Service Design – Supplier Management

Supplier srategy & policy

Service knowledge
Management system
(SKMS)

Evaluation of new
suppliers & controls

Establish new suppliers


& contracts

Supplier categorization &


maintanenance of SCD
Supplier & contract
management and
performance

Contract renewal and/or


termination
Supplier and Contract
Database

Supplier reports and


information
Service Design – Supplier Management

Roles
Supplier Manager
• Process Owner

• Maintain and review

- Supplier and Contract Database ( SCB)

- Processes for contract dispute, expected end,


early end or transfer of a service

• Assist in development and review of SLA’s, contracts,


agreements

• Perform supplier, contract and SLA reviews

• Identify improvement actions and ensure these are


implemented

• Assess changes for impact on suppliers, supporting


services and contracts
Capacity Management
Service Design – Capacity Management

Objectives

To produce and maintain a capacity plan

• To provide advice and guidance on capacity and performance related issues


• To ensure services meet or exceed performance targets
• To assist in diagnosing and resolving capacity related problems and incidents
• To assess the impact of changes on capacity plan
• Proactive capacity and performance measures

RIGHT CAPACITY
at RIGHT TIME
with RIGHT MONEY
Service Design – Capacity Management

Basic Concepts
• Balancing costs against resources needed
• Balancing supply against demand

• Should be involved at all the stages of the lifecycle

• Forward looking, regularly updated capacity plan

• Capacity Management System (CMS)

• Capacity Management Information System

• Modeling

• Application Sizing
Service Design – Capacity Management

Activities

• Monitoring – Monitors the performance of the IT Services and the supporting


infrastructure components

• Analysis – Analyze the data

• Tuning – Undertaking activities to make most efficient use of existing services

• Implementation

• Storage of Capacity Management Data

• Demand Management

• Modeling – Predicting the behavior of computer systems under a given volume


and variety of work

• Application sizing – The objective of this activity is to estimate the resource


requirements to support a proposed application change or new application, to
ensure that it meets its required service levels

• Production of capacity plan


Service Design – Capacity Management
Capacity Management has three levels of concern:

- Business Capacity Management

This sub-process is responsible for ensuring that the future business requirements for IT services are
considered, planned and implemented in a timely fashion

The current resource utilisation by various services is obtained trend, forecast or model the future
requirements

- Service Capacity Management

The focus of this sub-process is the management of the performance of the IT services used by the
customers. It is responsible for ensuring that the performance of all services, as detailed in the SLA’s
and SLR’s is monitored and measured, and the collected data is recorded, analyzed and reported

- Component Capacity Management

The focus of this sub-process is the management of the individual components of the IT infrastructure.
It is responsible for ensuring that all the components within the IT infrastructure that have a finite
resource are monitored and measured, and the collected data is recorded, analyzed and reported
Service Design – Capacity Management

Roles
• Capacity Manager

- Process Owner

- Proactive planning

• Service Level Manager

- Provides capacity requirements through discussions with business users

• Technical and Application Management

- Day-to-day capacity management activities

- Reacting to capacity incidents and problems


IT Service
Continuity Management
Service Design – ITSCM

Objectives
• To maintain Service Continuity and IT Recovery plans that support the Business
Continuity Plans

• To complete regular Business Impact Analysis exercises to ensure that the plans
are current and relevant

• To conduct regular risk assessment and management activities

• To provide advice and guidance on issues related to Service Continuity

• To implement measures to meet or exceed Business Continuity targets

• To check the impact of changes on existing plans

• To negotiate necessary contracts with suppliers


Service Design – ITSCM
Activities

• Initiation

• Requirement Analysis

• Implementation

• Operational Management
Service Design – ITSCM
Initiation

• Policy setting

• Specify terms of reference and scope

• Allocate Resources

• Define the project organisation and


control structure

• Agree project and quality plans


Service Design – ITSCM
Business Impact Analysis

• Critical business processes

• The potential damage or loss that may be caused to the organisation as a result of
a disruption to critical business processes

• Thestaffing, skills, facilities and services (including the IT Services) necessary to


enable critical and essential business processes to continue operating at a
minimum acceptable level

• The time within which minimum levels of staffing, facilities and services should be
recovered

• The time within which all required business processes and supporting staff,
facilities and services should be fully recovered
Service Design – ITSCM

Risk Assessment

Risk Assessment Model Risk Measurement Table


Service Design – ITSCM
Business Continuity Strategy

Risk Measurement
• Identify risks
• Assess threat and Vulnerability levels
• Assess the levels of risk
Recovery Options
• Manual Work-around
• Reciprocal arrangements
• Gradual recovery
- Cold Standby (target recovery normally in
excess of 72 hours)
• Intermediate recovery
- Warm Standby (target recovery normally
between 24 and 72 hours)
• Fast recovery
- Hot Standby (target recovery normally
within 24 hours)
Service Design – ITSCM
Roles
Service Continuity Manager

• Process Owner for ITSM

• Responsible for producing, testing and


maintaining service continuity plans

• Part of overall Business Continuity Team