IT Services Management
ITIL:Service Design
Martin Sarnovský
Department of Cybernetics and AI, FEI TU Košice
Management of IT Environment (5)
LS 2012/2013
1
Contents



Definitions, Context

Service design, management of services

Services: function, process, role, activity
Principe of service design

Objectives, areas, procedure, management and strategy.

Balanced design

Identifying the requirement for services

Aspects and activities of the design
Process of Service Design

Services portfolio

Service architecture, levels of architecture

The structure of the processes in the design of services: catalog of
services, service level management, capacity management, availability,
information security, suppliers
Management of IT Environment (5)
LS 2012/2013
2
Service Design
Service design= status in the lifecycle of IT services :
Area – Object of interest:
 design and development services.
 Service Management processes.
Include:

Design of the IT services (Business Goals support)

Processes for Service Design support

Deisgn of the IT infrastructure, architecture, applications, etc.

Design of the metrics
Management of IT Environment (5)
LS 2012/2013
3
Objective of the Service Design
Objective: The proposal of new or changed service
Holistic approach to all aspects of design services, to ensure consistency
and integration with other activities and processes.

eg. not in isolation, but with respect to other services, management
systems and tools (eg portfolio of services, catalog of services),
architecture, technology, ...

not every change requires a complete procedure according to draft
service - only a significant change: what it is, it should define the
organization (see management changes under transition services /
Service Transition)
Management of IT Environment (5)
LS 2012/2013
4
Procedure of design services





New or amended requirement as a demand by the business
5 aspects of design services :
 1.New resp. changed service itself
 2. Systems and tools for management services, in particular portfolio of
services: consistency with other services (interfaces, addiction, support)
 3. Technology, architecture and management systems: consistency with
the technical means (the sufficiency of the technical / steering equipment)
 4. Processes to ensure that all available resources (processes, roles,
responsibilities, experience / knowledge)
 5. Methods of measurement and metrics: check that it is possible to
successfully measure service in terms of new business requirements
(compliance with the SLA, the quality of "language" of business, mapping
business processes to IT infrastructure, and metrics, continuous monitoring
of performance)
Development of services fulfilling the business requirement
The service proceeds to Service Transition for evaluation, testing, deployment
Next -Service Operation phase ...
Management of IT Environment (5)
LS 2012/2013
5
Scope of the Service Design
Concept 4P:

People

Processes

Products
(Technology)

Partners
(Suppliers)
Management of IT Environment (5)
LS 2012/2013
6
Composition of a service
Components :

Business
Processes

Services

SLA/SLR

Infrastructure

Environment

Data

Application

Service support

OLA, contracts

Support team

Sppliers
Management of IT Environment (5)
LS 2012/2013
7
Activities in the Design services
The emphasis is not on the functional requirements, but in all aspects
To maintain the simplicity of architecture design (and not too complex and
theoretical designs)
Activities:

Collection of requirement, analysis and documentation,

Design service, technologies, process, flow and sources of information,

Revaluation of process & design document,

Connect with the other activities /design & planning of role

Creating & Administration of IT policies, design document,

Revision of all document, implementation of the plan,

Consideration& Risk management.

Ensuring compliance with IT strategy in organization (Service Strategy)
Management of IT Environment (5)
LS 2012/2013
8
Identification of requirements (1)

Quality requirements :










Scalability, with respect to future business objectives
Business processes, Which is service support.
Compliance of Business requirement to Services, t.j. how service satisfies
The service itself, SLR (Service Level Requirement) Or SLA (Service Level Agreement)
Technology components for deploying the services
The internal services / components & their OLA (Operational Level Agreement)
External Services component & their contract (Deadline, Restriction).
Efficiency of metrics, which is required for the service
Security level, required by business / legislation
Technological Fields & Their affect on the service:




Infrastructure: servers, network equipment, DB systems, Storage
Environment: Facilities, spaces, elec. sources, cabling, phys. security
Data: Information and data management, for example testing data
Application: Software application management(also for home use)
Management of IT Environment (5)
LS 2012/2013
9
Identification of requirements (2)
Management of IT Environment (5)
LS 2012/2013
10
Processes of the Service Design (1)
Service Catalog Management:
 create a catalog of services, and ensure its actuality (up-to-dateness)
Service Level Management:
 establishment of service level agreements (SLA), ensuring compliance
with them
Capacity Management:
 ensure that the capacity of IT services and IT infrastructure was sufficient,
given the objectives (ie cost-effectiveness, time ...)
Accessibility Management:
 design, analysis, planning, measuring and improving all aspects of
accessibility IT services,
 ensures that the IT infrastructure, processes, tools, roles, etc. are
consistent with the agreed target level of accessbility
Management of IT Environment (5)
LS 2012/2013
11
Processes of the Service Design (2)
Continuity Management :

risk management, which could have serious impact on IT services

ensures that the IT service provider can always provide minimum
agreed service levels and reducing the risk to an acceptable level and
planning restoration of IT services
Information Security Management :

ensure the confidentiality, integrity and accessibility of assets in
organization, information, data and IT services.
Supplier Management :

ensure that all contracts with suppliers support the business needs and
that all suppliers meet contractual obligations
Management of IT Environment (5)
LS 2012/2013
12
Support Systems: Service Catalogue
Portfolio of Services: The most important management system in the
Service Design. Supports all processes of the design, describes the
services according to their business value
Answers the questions:

Why client should buy this product?

Why this service should be bought by us or our
organization?

What are the price models and the return of
investments?

What are the strengths and weaknesses,
priorities and risks?

How to allocate resources and capacity for this
service (from both the provider and the
customer perspective)
Management of IT Environment (5)
LS 2012/2013
13
Definitions - SPM, SKMS
Service Catalogue Management (SCM)
 Management of the portfolio and catalogue
 Business value of the services
 Each service – proper description, SLA attached
SKMS
Service
Portfolio

Example
Management of IT Environment (5)
Service
Catalog
LS 2012/2013
14
Service catalogue
Management of IT Environment (5)
LS 2012/2013
15
Definitions - SLM
Service Level Management (SLM) :

SLM provide a framework by which services are defined - service levels
required to support business processes are agreed upon

Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
are developed in this phase

Goals:

To translate business requirements into IT requirements

Determine the costs related to services

Draft, negotiate and refine SLAs with the business units

Implement the SLAs

Measure the SLAs performance and report the results
Management of IT Environment (5)
LS 2012/2013
16
Definície - SLA, OLA
Service Level Agreement (SLA) :
 Contract between the service provider and customer (user)
 SLA defines the IT service, specifies the service level and defines the
responsibilities of both – provider and customer
 One SLA can cover more than one IT services and customers.
Operational Level Agreement (OLA) :
 An agreement between an IT Service Provider and another part of the same
Organization

OLA sets out the responsibilities for the support and delivery of IT services to
Customers
 Example – agreement between the service desk and 2nd level support teams
Management of IT Environment (5)
LS 2012/2013
17
SLA (1)
Good SLA answers those questions:
 What (what kind of service) will be provided,
 How the IT provider will fulfill his promises,
 How the provided service will be measured and who will perform it,
 What will happen in case of service break ,
 How will the SLA change.
Management of IT Environment (5)
LS 2012/2013
18
SLA (3a)
SLA should contain:
 Header: name, brief description etc.,
 Description, main features of the service,
 Scope of the agreement (what is included in the SLA and what is not)
 Service hours in which the service will be provided
 Availability of the service, usually in %: service time / downtime,
 Spoľahlivosť (e.g. maximum of the service breaks in specified time),
 Service support: how to contact the support - Service Desk (time, scope of the
service desk, etc.),
 Escalation procedures: how the ecalation will be performed
 Performance of the service, KPI – guaranteed minimal access time, response time,
etc.
 Functionality, detailed description of the functionality, functionality levels,
 Change management, reference to the change management procedures,
Management of IT Environment (5)
LS 2012/2013
19
SLA (3b)
SLA :
 Service continuity, description (or reference to), how the provider will manage the
continuity of the service. In another words – limitations in case of disasters, data
backup, service recovery plans after the breakdown, informs the customer with
the customer responsibilities,
 IT Security, reference to agreed Security Policy,
 Responsibilities of all involved parties
 Payment, type of the payment, dates, policies, late payments etc.
 Reporting, content, frequency, roles involved, review of the service,
 Glossary
 Appendix
Management of IT Environment (5)
LS 2012/2013
20
Availability management

Design, analysis, planning,
measurement of all aspects
of IT service continuity,

Ensures, that infrastructure,
policies, processes, tools,
roles, etc. will “all play
together” to achieve service
level specified in SLA
Management of IT Environment (5)
LS 2012/2013
21
Capacity management
Management of IT Environment (5)

Each application – requirements
on the infrastructure/applications > resources

Ensures, that IT infrastructure
capacity is suitable for
provisioning of specified set of
services
LS 2012/2013
22
Continuity management

Risk management – analysis of
the risks, that can affect the IT
service

Ensures that IT provider can and
will provide the specified minimal
service level by risk reduction (to
accepted level) and by service
recovery plans
IT security management:

Integrity,security and trust issues of
the organization’s assets (IT
resources)
Management of IT Environment (5)
LS 2012/2013
23
Supplier management

Ensures the agreements with
all involved suppliers are
fulfilled according the specified
levels
Management of IT Environment (5)
LS 2012/2013
24
Questions?
Management of IT Environment (5)
LS 2012/2013
25