Join Mark Thomas for an in-depth discussion in this video Five aspects of Service Design, part of Cert Prep: ITIL Foundations.
- So, we're in the service design phase, which we covered just a few minutes ago. Service design is where we take the outputs of service strategy. We're now applying those as inputs into service design. So, let's talk about something called the five aspects of service design, okay? So, when we're looking at the aspects of service design, not every change within your infrastructure needs a formal design, not all the time, but the activities should be considered in going through a design type of phase for this.
So, I want you to consider these five aspects of service design. Number one is the service solutions. What is the service solution for the new or changed services? So, designing those, functional requirements, resources, and capacities. This is a formal design, so, you have a lot of different types of documents that you might have, which you'd go through, through your life cycle. So, functionality being one of those, nonfunctional requirements. There's a lot of things that might be involved in this. So, a clear output of this particular aspect is what we call the service design package.
We'll talk about that again in a few minutes. So, coming out of that service solutions, we have something coming out called an SDP, that's an output of that process. Then we look at management information systems and tools. I like to just commonly call this as tools, information systems and tools we have to have. So, when we're looking at the information systems and tools, to make sure that we can continually review the business value and ensure we have these in place to assist us. An example of this might be the service portfolio.
Service portfolio might be one of these types of systems or tools that we have that helps us continually look at how we're supporting that service. Technology and management architectures. Key word for me there is the architectures piece. It's not always just the technology architecture. We have process architecture. We have data. We have all the environment pieces, policies, design, processes, all those that are required for the effective design of this new service. We also may look at what we call the four P's.
Remember the four P's, the people, process, products, and partners, aka, in some cases, people, process, and technology. We talked about that in an earlier session. What the processes required are. Those processes, what are the inputs, outputs, the activities, the standards of those processes that we have to add, that we have to change or alter as a result of this, and then finally, what are the measurement methods and metrics? From a measurement standpoint, define those metrics that are going to help us assess the quality of this.
So, those are parts of that whole design aspect list that we have. Now, if you look at these, and you're like, oh my gosh, how am I ever going to remember these? Now, I'll give you a tip that I use, that I've used for quite some time. It's going to sound kind of funny, but I'll give it to you anyway. And I call it STAMP but it's actually S-T-A-P-M, so just think of the M and the P should be backwards, and I've always called it stamp, and I've had a lot of colleagues do the same thing. So, why I do that, just to help trigger my mind. I think about the first S as service solutions. That's my first S.
I think about the T as tools or the management systems information systems and tools. The A would be my architectures piece, for technology and management architectures. The P would be the processes required, and then the M would be the measurement methods and the metrics. That's how I remember the five aspects of service design. It might help you. It might help jog your memory a little bit to remember what those things are.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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