lesson-7-service-design-key-concepts.pdf

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Lesson 7 Study Guide ^

The ITIL Foundation Certificate in IT Service Management

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Welcome to the seventh chapter of your Study Guide. This document is supplementary to the information available to you online, and should be used in conjunction with the videos, quizzes and exercises.

After your subscription to the course has finished online, you will still have the Study Guide to help you prepare for your exam - if youve not taken the exam by the time your subscription expires.

Youll download a Study Guide at the end of most Lessons as you progress through the course.

This Chapter contains the Study Guide information for Lesson 7 Service Design Key Concepts.

Use this Study Guide in conjunction with your own notes that you make as you progress through the course. You may prefer to print the Study Guides out, or use them on-screen.

After each Lesson, you can consolidate what you have learnt whilst watching the videos and taking the quizzes by reading through the chapter of the Study Guide.

If you progress on to the formal exam, your Study Guide will provide you with vital revision information.

Remember, your Study Guide is yours to keep, even after your subscription to the course has finished.

Service Design Key Concepts





Study Guide Icons 3

Lesson Contents 4

The 4 Ps 5

Exercise the 4 Ps 8

The 5 Major Aspects of Service Design 9

Table of Contents





Watch out for these icons as you use your Study Guide. Each icon highlights an important piece of information.

Tip this will remind you of something you need to take note of, or give you some exam guidance.

Definition key concept or term that you need to understand and remember.

Role a job title or responsibility associated with a process or function.

Exercise Solution suggested solution to one of the exercises you will complete throughout the course.

Goal or Objective for a particular process or core volume.

Study Guide Icons





This Lesson is the first of three Lessons focused on the Service Design lifecycle phase, and covered Service Design key concepts.

If IT services are not well designed, they may fail to work. They might also require lots of expensive re-work later on in the service lifecycle.

Design is critical to make sure that customer expectations are met.

In modern IT organizations, there is often a lot of pressure to deliver solutions quickly. In this case, good design becomes even more important not less.

We studied:

The 4 Ps The 5 Major Aspects

Text in "italics and quotation marks" is drawn from the ITIL core volumes Quoted ITIL text is from Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement Crown copyright 2011 Reproduced under license from OGC.

Lesson Contents





The Four Ps are the four areas that need to be considered together for successful service management.

They are:

People Process Products Partners

Within each area, there are different elements that need to be taken into consideration for that P. The Four Ps model is used to make sure that services and processes are designed effectively, and will be fully integrated into an organization. If any P is missing, then the service design is more likely to fail.

Service Design fig. 3.3 The 4 Ps Crown copyright 2011. Reproduced under license from OGC

The Four Ps





Remember

The Four Ps is a model, not a process. So it would not be accurate to describe the four Ps as a four step process instead, it should be seen as four areas that need to be considered as a model for the effective design of service management.

People

People considerations are vital for all ITIL initiatives, projects and enhancements. Education and awareness, communication, and expectation setting are all part of the people considerations.

Think about what would happen if you didnt tell anyone what you were trying to do with a new service for example. You would experience resentment and resistance from your stakeholders. This is why education, awareness, communication and expectation setting are so important.

Ideally, you really want people to feel empowered and actively involved in changes. This avoids any feelings of resentment, indifference or fear that the change is somehow being forced onto people.

Process

Processes need to be defined and documented. If processes are not documented, inconsistencies will develop over time as people adapt it. Its hard to track a process effectively

it isnt not documented.

Organizations need to understand process objectives, have clear documentation and define KPIs and metrics to track if the process is performing effectively.





Partners

Very few organizations work in isolation. They use third parties who supply goods and services - from consultants and contractors through to software and tooling suppliers.

We need to involve our Partners in our vision. For example, partners often provide data to us that is vital for our service measurements.

If we dont involve our partners, we could find we have gaps in our ability to measure our own services and the value they provide.

Products

Products are any of the tools or products that we use to help us provide, manage and measure our services.

Without Products, wed need costly extra resources to manually replace what our tools do for us.





Exercise The 4 Ps

This Lesson included an Exercise to look at the 4 Ps in action. If you didnt have time to complete the exercise during the Lesson, why not attempt it now?

Exercise

Imagine you are introducing a new timesheet recording system at work. Its being supplied and installed by a third party.

Think about what you need to consider for each P. You can produce a list of tasks, or why not prepare a brief presentation?

Exercise Solution

Here are some examples of what you might have looked at:

People

Communication telling them whats happening Training Regular updates

Process

Defining the service management processes such as Incident or Change Management

Documenting and circulating the processes Putting the right metrics and targets in place

Product

Select the product itself to meet requirements Identify any supporting products such as monitoring tools Identify any interfaces to other products





Partners

Choose the supplier carefully Possibly use consultants for implementation

Did you get any of these options? Youll probably have come up with lots more

of your own, based on your current experience and any organisations youve worked within.

Remember, if you found this exercise challenging or have any questions, you can email a tutor at tutor@itiltrainingzone.com.





We also studied the 5 major aspects of Service Design another important key concept in the Foundation syllabus.

The 5 aspects are:

Design of service solutions for new or changed services Design of management information systems and tools Design of technology architectures and management architectures Design of processes Design of measurement methods and metrics

These are the five areas where Service Design has core objectives and activities, so please study them carefully as you prepare for your exam.

The 5 aspects work together to make sure Service Design takes a holistic approach. Any new service needs to work, but it also needs to integrate well with other services.

Design and development should not be done in isolation.

The 5 Major Aspects





The first major aspect of Service Design is the design of management information systems and tools. This includes the design of the Service Portfolio.

We talked about the Service Portfolio as part of Service Strategy. This is where Service Design gets involved in establishing the structure of the Portfolio.

Effective Service Portfolio design ensures that new or changed services are consistent with existing services and can interface with them if necessary.

The second major aspect of Service Design is the design of service solutions. This includes establishing what the requirements for the service actually are.

High level decisions have already been made in Service Strategy. Service Design is now responsible for implementing these decisions.

Detailed business requirements must be collected before the actual design of the new or changed service can begin.

Key considerations here include the needs of the business, the strategy and timescales, as well as the resources required.

Design of Management Information Systems and Tools

Design of Service Solutions





The third major aspect of Service Design is technology and management architecture design.

In order for new services to fit in with existing services and meet the needs of the business - technical architectures must be developed for all areas of the business.

These technical architectures will provide detailed guidance on long term direction for architectures - and these will feed into all new service design activities and projects.

Technology and architecture design involves taking a strategic view which ensures that the needs of the business, and any changes in technology, can all be taken into consideration.

By providing clear guidance relating to the technology and architectures we wish to use, we can make sure that no-one wastes resources by using any unapproved or unauthorized technologies and architectures.

The fourth major aspect of Service Design is the design of processes.

Each new or changed service will require underpinning processes. These need to be developed, documented and controlled.

Process owners, inputs and outputs will all be addressed at this stage of Service Design. Process design will also include looking at the roles, responsibilities and the skills required to support and maintain the service later on in the service lifecycle.

Design of Technology and Management Architecture

Design of Processes





The fifth major aspect of Service Design addresses measurement methods and metrics.

For each new or changed service, a set of measurements needs to be in place to demonstrate value. Measurements address areas such as Progress, Compliance, efficiency and effectiveness.

If any measurement systems and metrics are identified as being necessary but dont currently

exist, new systems and metrics may need to be included or procured as part of the overall service design.

Design of Measurement Methods and Metrics

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