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ITILv3 Service Design


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This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase.
Learning Objectives
The participants will be able to:
• Identify the key differences and similarities between ITILV2 & ITILV3
• Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities
• Define the inputs and outputs for this phase and how they relate to the full service life cycle
• Identify key action points after the presentation for their respective organizations

Published in: Business, Technology
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ITILv3 Service Design

  1. 1. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 Information Technology Infrastructure Library (ITIL®) Service Design •10/20/2008 •1 About myself Elizabeth Barclay Managing ITSM Consultant 1234 Kingston Road, Suite 125 Toronto Ontario M1N 1P3 Canada Tel 416-693-5559 2•10/20/2008
  2. 2. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 What is ITIL®? A framework of business processes for managing IT organizations V1: 1989, V2: 2001, V3: 2007 High level, scalable, lifecycle based Basis of ISO standard 20000:1 and 20000:2 Requires localization 3 Information Technology Infrastructure Library •10/20/2008 ITIL in a nutshell Basically, ITIL® is about Working to constantly seek improvements in the quality and cost of Services. Identifying the activities that need to take place. Organizing Activities into Processes. Setting the Processes within a Lifecycle. Managing by “Service” not “Server” Translation: Manage by what the Business needs and what User sees, not the components 4•10/20/2008
  3. 3. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 The ITIL® Service Lifecycle Strategy Deciding what to do Design Business Analysis Service Requirements to Component design Transition Build, test, deploy Operations Deliver, maintain 5 Continual Improvement Planning, managing and supporting justified changes. •10/20/2008 Service Design Processes Service Catalogue Service Level Management Availability Management Capacity Management Continuity Management Supplier Management Output: Service Design Package * indicates a process which operates across the Lifecycle. People Process Products / Technology Partners / Suppliers •10/20/2008 •6
  4. 4. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 Service Catalogue Inputs Strategy Service Level Management Continuity Management Outputs Service Descriptions to Service Level Mgmt and Continuity Service dependencies to SA & Configuration •10/20/2008 •7 Service Level Management Inputs Strategy Service Catalogue Outputs Service Level Agreements Operational Level Agreements Underpinning Contract •10/20/2008 •8
  5. 5. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 Availability Management Ensuring that availability targets in all areas are measured and achieved - 4 Ps Inputs: SLAs Technical information on components Outputs Availability Plan Design criteria VBF – Vital Business Function •10/20/2008 •9 Capacity Management Increasing levels of detail. Start with Business Requirements Translate into Service Requirements Finish with technical requirements for Components. Inputs: SLAs Technical design for components Outputs Capacity Plan Design criteria •10/20/2008 •10
  6. 6. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 ITServiceContinuityManagement IT Service Continuity Planning is part of overall Business Continuity Planning. Strategy is driven by business requirements. ITIL Design and Transition Planning Implementing ITIL Operation Ongoing maintenance Training Awareness Review Invocation •10/20/2008 •11 Security Management ISO/IEC 18028-5:2006: Information technology -- Security techniques -- IT network security -- Part 5: Securing communications across networks using virtual private networks ISO/IEC 17799:2005: Information technology -- Security techniques -- Code of practice for information security management ISO/IEC 27001:2005: Information technology -- Security techniques -- Information security management systems -- Requirements •10/20/2008 •12
  7. 7. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 Supplier Management Supplier & Contract Database (SCD) Evaluation of new suppliers & contracts Supplier categorisation & maintenance of SCD Establish new suppliers & contracts Supplier & contract management & performance Contract renewal and/or termination Supplier reports and information © Crown copyright 2008. Reproduced under licence from OGC Supplier strategy & policy Service Design Figure 4.30 Supplier Management process •10/20/2008 •13 Service Design Outputs •10/20/2008 •14
  8. 8. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 Qualification Scheme •10/20/2008 •15 Questions? 16 ? •10/20/2008
  9. 9. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20 More Information Office of the Government Commerce (OGC) Information Technology Service Management Forum (itSMF) Procept Associates Ltd 17•10/20/2008 ITIL® V3 Phases and Processes Continual Improvement 7 Steps Strategy (3) Finance Demand Portfolio Design (7) Availability Capacity Continuity Service Level Management Security Service Catalogue Supplier Management Transition (7) Transition Support & Planning Knowledge Management Service Asset & Configuration Change Release & Deploy Evaluation Service Validation & Testing Operation (4) Event Incident Request Access Problem 18 Functions Service Desk IT Operations Technical Mgmt Application Mgmt •10/20/2008