Join Mark Thomas for an in-depth discussion in this video Service Design coordination, part of Cert Prep: ITIL Foundations.
- Okay the first process we want to talk about within the service design is what we call the design coordination. And so, let me tell you a little story and that might kind of help us understand how design coordination will be very helpful for us. So not too long back I was in, I was out of town showed up at my hotel, okay. And in my hotel I got in the room at 10 o'clock at night. And I was hungry and I wanted room service. Okay so, couple things I can do to find out if room service was a service available to me at this time. I could either call down to the front desk, i.e. the service desk or I could look at this little three ring binder that was sitting next to my bed.
Let's call that the service catalog. So I look through the service catalog and I thumb through, found the right page. It was organized pretty well and I found this thing that said room service and it said room service is available until 11 P.M. Notice some of the things I've just said. I've found the service catalog. I've found the services available to me and it said it's available until 11 P.M., availability management. It said, "Hey if you call this number "we should be able to fulfill your order and so on." So it gave me a few details about the service. So I called down to the front desk and said, "Hey I'd like to get room service." And again it's not quite 11 o'clock yet.
It's around 10 o'clock and they say, "Oh, Mr. Thomas we're sorry "we no longer provide room service after 9 P.M." And I said,"Hang on a second, it says right here "in this catalog." And we have you know, there's a perceived agreement we have, service level agreement that says it's available availability management until 11 P.M. So what happened was something changed about their service and nothing was done to go back into design to make sure that the appropriate measures were taken and coordinated across all these processes.
And that's what we're talking about here in service design. Think about the scenario I just told you about. Availability of the service had changed but nothing took place up here in the catalog. The catalog wasn't even updated. Service levels weren't updated. My expectations of that were still one way. So somehow somebody forgot to coordinate across this design phase and say, "Hey one little change like this "it's actually being deployed, "need to make sure we check off everything to coordinate." That's the way I like to think about design coordination because if you think about it the process does exactly what the title says, Design Coordination.
It coordinates the activities. It coordinates the actions in service design to create a comprehensive and appropriate design that supports the business outcomes. My, the business outcome was not met. My perceptions must have been off somehow. That's what design coordination really does. So ensure that the goals and objectives of the service design phase are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the lifecycle.
So that's one of the important things to remember here. So let's take a look at some of these things that we're going to do. We're going to coordinate the activities of Service Design. Exactly what I said. If a service level changes, if something about that change of availability, changes capacity needs our change. Make sure we're coordinating across all those activities. So make sure that's a consistent approach. Make sure we have it consistent across all projects, changes, suppliers, support. Anything can change and we need to make sure that from a design perspective we're taking care of that.
Manage and coordinate resources as needed for those. Input it to that thing called the SDP, Service Design Package. Remember we mentioned the SDP back when we were discussing service design. We said this SDP is this package, right that identifies all the things that we put together in service design. So make sure that, that hands over to transition in a smooth effective manner. And monitor and improve the Service Design phase. Those are the things that design coordination is really doing.
Let me tell you a little bit about the objectives of Service Design. So make sure that the coordination of design activities across projects, changes, suppliers we talked about that just a little bit ago. Plan and coordinate resources. Produce Service Design Package and ensure that it's handed over to service transition. Manage the quality criteria requirements and the handovers. Ensure the agreement between service model, service solution designs, and strategic architectural governance requirements that we have.
Monitor and improve the lifecycle. Make sure we have a common framework around that. Design coordination has a big checklist of items to ensure these things take place. Finally a few things on design coordination. The scope of design coordination includes all activities within the service design stage of the service design phase. So typically you won't see a formal design coordination process unless it's a larger type of change but the concepts still need to be applied even for small changes, all right.
So make sure we keep an eye on that thing. So design coordination, excuse me, coordinate all the activities within the service design phase.
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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