Five Aspects of Service Design

There are five aspects of design that need to be considered:

1. The design of the services, including all of the functional requirements, resources and capabilities needed and agreed
2. The design of service management systems and tools, especially the Service Portfolio, for the management and control of services through their lifecycle
3. The design of the technology architectures and management systems required to provide the services
4. The design of the processes needed to design, transition, operate and improve the services, the architectures and the processes themselves 
5. The design of the measurement methods and metrics of the services, the architectures and their constituent components and the processes.

Business Value

With good Service Design it will be possible to deliver quality, cost-effective services and to ensure that the
business requirements are being met. The following benefits are as a result of good Service Design practice:

1. Reduced total cost of ownership (TCO): cost of ownership can only be minimized if all aspects of services, processes and technology are designed properly and implemented against the design
2. Improved quality of service: both service and operational quality will be enhanced
3. Improved consistency of service: as services are designed within the corporate strategy, architectures and constraints
4. Easier implementation of new or changed services: as there is integrated and full Service Design, and the production of comprehensives Service Design Packages
5. Improved service alignment: involvement from the conception of the service ensuring that new or changed services match business needs, with services designed to meet Service Level Requirements
6. More effective service performance: with incorporation and recognition of Capacity, Financial, Availability and IT Service Continuity plans
7. Improved IT governance: assists with the implementation and communication of a set of controls for effective governance of IT
8. More effective service management and IT processes: processes will be designed with optimal quality and cost-effectiveness
9. Improved information and decision-making: more comprehensive and effective measurements and metrics will enable better decision-making and continual improvement of service management practices in the design stage of the Service Lifecycle.

Why is ITIL so successful?

ITIL is intentionally composed of a common sense approach to service management – do what works. And what works is adapting a common framework of practices that unite all areas of IT service provision toward a single aim – delivering value to the business. The following list defines the key characteristics of ITIL that contribute to its global success:

Non-proprietary – ITIL service management practices are applicable in any IT organization because they are not based on any particular technology platform, or industry type. ITIL is owned by the UK government and not tied to any commercial proprietary practice or solution

Non-prescriptive – ITIL offers robust, mature and time-tested practices that have applicability to all types of service organizations. It continues to be useful and relevant in public and private sectors, internal and external service providers, small, medium and large enterprise, and within any technical environment

Best practice – ITIL service management practices represent the learning experiences and thought leadership of the world’s best in class service providers

Good practice – Not every practice in ITIL can be considered ‘best practice’, and for good reason. For many, a blend of common, good and best practices are what give meaning and achievability to ITSM. In some respects, best practices are the flavour of the day. All best practices become common practices over time, being replaced by new best practices.

PDCA and ITIL

Service Delivery Process Map

Service Design Process Map

Service Support Process Map

Information Technology Infrastructure Library

 Information Technology Infrastructure Library (ITIL) é um conjunto de boas práticas a serem aplicadas na infraestrutura, operação e manutenção de serviços de tecnologia da informação (TI). Foi desenvolvido no final dos anos 1980 pela CCTA (Central Computer and Telecommunications Agency) e atualmente está sob custódia da OGC (Office for Government Commerce) da Inglaterra.

A ITIL busca promover a gestão com foco no cliente e na qualidade dos serviços de tecnologia da informação (TI). A ITIL lida com estruturas de processos para a gestão de uma organização de TI apresentando um conjunto abrangente de processos e procedimentos gerenciais, organizados em disciplinas, com os quais uma organização pode fazer sua gestão tática e operacional em vista de alcançar o alinhamento estratégico com os negócios.

ITIL dá uma descrição detalhada sobre importantes práticas de IT com checklists, tarefas e procedimentos que uma organização de IT pode customizar para suas necessidades.