2. IT SERVICE DESIGN (ITIL foundations)


The objective of ITIL Service Design is to design new IT services. The scope of the Service Design lifecycle stage includes the design of new services, as well as changes and improvements to existing ones.

Service Design identifies service requirements and devises new service offerings as well as changes and improvements to existing ones.

it is the design of IT services, together with the governing IT  practices,processes and polices to realise the service providers strategy  and to facilitate the introduction of these services into supported environments

It ensures

  • quality  service delivery
  • customer satisfaction
  • cost effective service provision



  1. reduction in the total cost of ownership
  2. improvement of Quality Of Service (QoS) , consistency , implementation on new or ongoing services
  3. aligned to  business strategy
  4. improvement  in IT governance
  5. Streamlines It processes


4 perspectives of ITSM

  • People :need human input since they are the end users
  • product: the service itself
  • processes :the activities we are using to create  service design packages
  • partners :people you will need to work with

Service Design package

  • requirements – what you will need
  • service design
  • org readiness assessment
  • service lifecycle plan

5 Aspects of service design

For the implementation of the design activities a comprehensive and integrated approach should be chosen. It has to include these five aspects:

  1. Design of the service solution including all agreed functional requirements, resources and capabilities.
  2. Design of the service portfolio for the management and the control of the services across the entire lifecycle.
  3. Design technology architectures, management architectures and systems management tools.
  4. Processes for design, implementation, operation and improvement of the services.
  5. Design of the measurement systems, methods and metrics for services, processes, architectures and underlying components.

The service design phase produces the description of the expected results of the services, the influences and risks of the new or changed service on existing services, processes and infrastructures. These results are formally documented in the service design packages (SDP) and supplemented by the service acceptance criteria (SAC).



The objective of Supplier Management is to ensure that all contracts with suppliers support the needs of the business. This ITIL process is also responsible for making sure that all suppliers meet their contractual commitments.

Process owner : supllier manager

Supplier Manager – Process Owner

  • The Supplier Manager is responsible for ensuring that value for money is obtained from all suppliers.
  • He makes sure that contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.

All suppliers and contracts are managed through the Supplier and Contract Management Information System (SCMIS), which is known as the Supplier & Contract Database (SCD).

Purchase Order

  • An order for purchasing items from a supplier. If the order is for an externally supplied Supporting Service it is accompanied by an Underpinning Contract defining service level targets.

Purchase Request

  • A request to purchase a service or a product from an external supplier, issued for example from Release Management during Service Build. Processing of a Purchase Request will generally proceed only if the requester also holds an approved budget for the purchase.

Standard Terms and Conditions

  • A set of terms and conditions which are routinely attached to contracts and orders when procuring services or products.

Supplier and Contract Management Information System (SCMIS)

  • The Supplier and Contract Management Information System is database or structured document used to manage suppliers and contracts throughout their lifecycle. The SCMIS contains key attributes of all contracts with suppliers, and should be part of the Service Knowledge Management System.
  • the Supplier and Contract Management Information System was referred to as the Supplier & Contract Database (SCD).

Supplier and Contract Review Meeting Minutes

  • The Supplier and Contract Review Meeting Minutes document achieved vs. agreed supplier performance. They also contain any identified supplier weaknesses and problems, as well as suggestions on how the situation could be improved.

Supplier Evaluation

  • The resulting document from the Supplier Evaluation process, describing in detail the criteria used for evaluating and selecting a suitable supplier.

Supplier Service Level Report

  • The Supplier Service Level Report gives insight into a service provider’s external supplier’s ability to deliver the agreed service quality. To this purpose, it compares the agreed and actually achieved service levels, and also includes information on the usage of services, ongoing measures for service improvement, and any exceptional events.

Supplier Strategy

  • The Supplier Strategy sets guidelines for the procurement of services and goods. It typically includes criteria for the selection of suitable suppliers and a list of preferred suppliers.

Underpinning Contract (UC)

  • A contract between an IT service provider and a third party. The third party provides supporting services that enable the service provider to deliver a service to a customer. Therefore, Underpinning Contracts must be aligned with the customer-facing Service Level Agreements.


the Underpinning Contract contains

  1. basic terms and conditions
  2. service description and conditions
  3. service standards
  4. service standard
  5. workload ranges and prices
  6. management information
  7. Responsibilities  and dependencies

Supplier categorisation

  1.  Strategic suppliers : most significant and important
  2. Tactical suppliers :lot of business interaction, middle level managers communicate
  3. Operational supplier: day to day involvemnt
  4. Commodity supplier : low level products  e.g groceries


ensures that current and planned IT services are delivered to agreed achievements targets.

This accomplished with a constant cycle of negotiating , agreeing  ,monitoring and reviewing IT services targets and achievements.


SIP : Service improvement Plan

SLA : Service Level Agreement

SLR : Service Level Requirement   (this is what is required by the customer, itson the customer side)

SLAM chart : SLA monitoring chart , making sure we meeting our SLA`s

OLA : organisation level Agreement (Internal)

Service Level Agreement

An Agreement between an IT Service Provider and a CustomerThe SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the CustomerA single SLA may cover multiple IT Services or multiple Customers.


An SLA is best described as a collection of promises. The document records the promises, but not the means or details of execution. While it may contain costs for services, i.e. charging, the primary location to discover charges is the service catalogue, formerly known as the menu of services. The actual structure is dependent on the organisation type and activity which might take the perspectives of service, customer, or multi-level agreements. However, the general structure of the agreement is:

  • Contract
  • Amendments
  • Service Description
  • Service Hours
  • Service Availability
  • Reliability
  • Customer Support
  • Service Performance
  • Functionality
  • Change Management Procedure
  • IT Service Continuity
  • Security
  • Printing
  • Charging (if applicable)
  • Service Reviews
  • Glossary
  • Amendment Sheet

You might wonder why the contract is before the details, because it does not follow the structure we expect. Most contracts includes signatures at the end of the document along with the words: this is the entire agreement. In the words of those who created the structure, they wanted people to look at the SLA and immediately identify the responsible parties.

Three types of SLA`s

  • Service based SLA
  • Customer based SLA
  • Multi-level SLA







-capacity management  ensures IT services and infrastructure meets the agreed capacity and performance related requirrments in cost effective and timely manner.

It should meet the current and future capacity & performance needs of the business.


Modelling: ability ti predict the future behavior of a system, service or configuration item.


Tuning: making sure resources go to the current cost centers without over using


Service capacity management: sub process of capacity management. It checks the performance of the service itself.


Capacity : the maximum amount of delivery ability that an IT service can produce.





  • Produce and maintain an up to date plan
  • Assist with diagnosing and resolving performance/ capacity issues.
  • Ensure all performace achievements meets all of their agreed targets


Capacity management primary activities


  • Performance monitoring
  • Demand management
  • Modelling
  • Tuning
  • Application sizing
  • Capacity planning


  • -performace shpuld meet demand
  • cost should be balanced with the needed resources
  • supply should be able to cater for demand
  • should have sufficient resources



Information has to be secured.IT security with  business security will ensure Confidentiallity , Integrity and availability of the organization assests , info , data and IT services meets the agreed needs of the business.


Confidentiality :only people who should gain access to the should e.g (permissions on a server

Risk Mgt: identifying and controlling risks. Finding  things that might cause problems later

Security Management  Information Systems : tools and information  that are used to protect information

Information Security Policy: list of rules and requirements that people need to follow/ govern the way of handling IT assets


Threat: Any vulnerability and threats that are available on the system


ISMS (information Security Mgt System): this guides the development and management of info security programs




This has procedures ,guidelines and strategy which will be set to handle Information Security Policies


The process






Maintain (and or Improve)



Design coordination: to provide and maintain  a single point of coordination and control of all activities and processes within this stage of the service lifecycle.



Design Coordination aims to coordinate all service design activities, processes and resources. This ITIL process ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.


Design Coordination is now responsible for coordinating the design activities carried out by other Service Design processes.


These are the ITIL Design Coordination sub-processes and their process objectives:

  • Design Coordination Support

Process Objective: To coordinate and develop Service Design resources and capabilities, and to ensure that a consistent approach to designing new or changed services is adopted across all service transition projects.

  • Service Design Planning

Process Objective: To plan design activities in detail, making sure that all relevant aspects are considered during service design.


  • Service Design Coordination and Monitoring


Process Objective: To coordinate the design activities performed by various Service Design processes, and to determine if the new or changed service can be provided economically. This process is also responsible for deciding if the clients’ requirements can be fulfilled or must be renegotiated.


  • Technical and Organizational Service Design


Process Objective: To determine how a new service will be provided from an IT perspective. In particular, this means to specify any technical infrastructure to be created, as well as required organizational changes. The resulting Service Design Package contains all relevant information for Service Transition.

  • Service Design Review and RFC Submission

Process Objective: To submit the Service Design Package to a final review and initiate the implementation of the service by submitting a formal Request for Change.


IT Service Continuity Management

The Process responsible for managing risks that could seriously impact IT Services. ITSCM ensures that the IT Service Provider can always provide minimum agreed Service Levels, by reducing the Risk to an acceptable level and Planning for the Recovery of IT Services. ITSCM should be designed to support Business Continuity Management

It is a systematic process to prevent, predict and manage Information and Communications Technology (ICT) disruption and incidents which have the potential to disrupt ICT services and should result in a more resilient IT service capability aligned to wider organisational requirements.

Organisations are now nearly always dependent on IT services in order to support their business practices and to provide goods and services to their customers. This increased dependency on IT means that services need to be protected from extended unavailability. This is where IT Service Continuity Management (ITSCM) fits in. It is a critical discipline that will not only maintain and preserve services but it will genuinely contribute to the very survival and continuance of an organisation.









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