Management Skills

The main purpose of the Service Design stage of the lifecycle is the design of new or changed services for introduction into the live environment. It is important that a holistic approach to all aspects of design is adopted, and that when changing or amending any of the individual elements of design all other aspects are considered.

Thus when designing and developing a new application, this shouldnt be done in isolation, but should also consider the impact on the overall service, the management systems and tools (e.g. Service Portfolio and Service Catalogue), the architectures, the technology, the Service Management processes and the necessary measurements and metrics. This will ensure not only that the functional elements are addressed by the design, but also that all of the management and operational requirements are addressed as a fundamental part of the design and are not added as an afterthought.

Note: Service Design applies to new and changed services but for the sake of simplicity in the remainder of this manual we shall refer just to “new services”.

The main goals and objectives of Service Design are to:

� Design services to satisfy business objectives, based on the quality, compliance, risk and security requirements, delivering more effective and efficient IT and business solutions and services aligned to business needs by coordinating all design activities for IT services to ensure consistency

� Design services that can be easily and efficiently developed and enhanced within appropriate timescales and costs and, wherever possible, reduce, minimize or constrain the long‐term costs of service provision.

� Design efficient and effective processes for the design, transition, operation and improvement of high quality IT services, together with the supporting tools, systems and information, to manage services through their lifecycle.

� Identify and manage risks so that they can be removed or mitigated before services go live.

� Design secure and resilient IT infrastructures, environments, applications and data/information resources and capability that meet the current and future needs of the business and customers Design measurement methods and metrics for assessing the effectiveness and efficiency of the design processes and their deliverables.

� Produce and maintain IT plans, processes, policies, architectures, frameworks and documents for the design of quality IT solutions, to meet current and future agreed business needs.

� Assist in the development of policies and standards in all areas of design and planning of IT services and processes, receiving and acting on feedback on design processes from all other areas and incorporating the actions into a continual process of improvement.

� Develop the skills and capability within IT by moving strategy and design activities into operational tasks, making effective and efficient use of all IT service resources

� Contribute to the improvement of the overall quality of IT service within the

imposed design constraints, especially by reducing the need for reworking and

enhancing services once they have been implemented in the live environment

The Service Management Foundation Course is a three day event leading to the examination for the ITIL Foundation Certificate in IT Service Management.

ITIL� is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the US Patent and Trademark Office, and is used here by SYSOP Ltd under licence from and with permission of OGC.

IT Infrastructure Library� is a Registered Trade Mark of the Office of Government Commerce and is used here by SYSOP Ltd under licence from and with the permission of OGC.

� Crown copyright material is reproduced here under licence from and with permission of OGC, under delegated authority from the Controller of HMSO.

James P Hall is among top ITIL managers and has written various books on this subject. To get further information about ITIL foundation course visit his recommended site http://www.sysop.co.uk

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