Service Design is the second of the five stages of the ITIL v3/4 service lifecycle, which aims to design new or changed IT services that are fit for business purpose and use, and that can be delivered by an organization, along with its IT ecosystem. The goal is to assure efficiency and to achieve predictable service delivery, based on the service strategy prepared at an early stage. Service Design approach makes emphasis on the 4xP’s of service design: People, Processes, Products, and Partners, and ensures that the services are reflecting the business objectives and related requirements. Service Design activities involve planning and organizing the processes, resources, information, communication, technology, and practices.
Understanding the business objectives and requirements and translating them into IT requirements to assure that services are aligned with customer goals/value chain. Such alignment should be obtained on both: strategic and operational level of services.
With a service strategy prepared earlier, the next logical step is to design the necessary services and required IT infrastructure. The key outcome of Service Design stage is the new or updated “IT services management blueprint”. Properly designed and documented blueprint synchronizes business and technical perspectives into one consistent solution. It allows IT organization to initiate the next stage of the service lifecycle, i.e. Service Transition (including the implementation of new services into the infrastructure before operational delivery).
A big part of the world's data resides in legacy HW and is accessed by old systems and tools. The CIOs and IT managers responsible for these enterprise applications face challenges such as:
Improved customer satisfaction and loyalty: thanks to the high quality of delivered services.
Increased Efficiency leading to reduced Total Cost of Ownership of IT Systems.
Improved IT Governance by providing necessary information to establish governance and roles.
Better Risk Management by considering all aspects of a service during its design stage, which will result in better service availability and reliability minimizing service disruptions and failures.
More efficient management of IT Infrastructure and resources by anticipating future needs for new investments and changes.
Fluent and productive cooperation with external suppliers via well-defined requirements, cooperation scope, roles and responsibilities.
Increased service agility and openness to innovation.
“If you want to go fast, go alone, if you want to go far, go together...”
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