ITIL V3 Service Design
This article deals with Service Design , the second of five publications of the IT Infrastructure Library ( ITIL ) in version 3.
Similarities of the "planning" processes
This is where the processes are defined that will later be maintained in the service operation. Therefore, a collaboration between design and operation is of the utmost importance. All service processes have in common that they run cyclically, their goals are summarized in a plan, their results are monitored and they are responsible for improving the plan.
Service Design Principles
At the interface with the customer, the service level management defines the IT services to be provided and monitors them for compliance with target agreements. The aim is to bring the mostly abstract expectations from the business perspective of a company in line with the necessary IT services. A framework of IT services, which are specifically geared towards these and the entirety of which is described in the service catalog, is therefore used to implement the business requirements .
Financial management for IT services
Both the budget planning , control of IT-related costs , and optional cost allocation carried out by the Financial Management for IT Services. By taking into account customer requirements, a balanced relationship between quality and costs must be determined. This is the only way to resolve the apparent contradiction between the two aspects.
Service portfolio
Each service contains its respective target agreements in the form of contracts, which are further described in the Service Level Agreements (SLAs). In more complex environments, these are often supported by additional security contracts with other service providers. Hedging contracts differentiate between internal supporting agreements, the Operational Level Agreements (OLAs), and external supporting agreements, the Underpinning Contracts (UCs).
Service Catalog Management
The service catalog describes the current and upcoming services that can be offered to the customer. The service catalog management has the task of building and maintaining the service catalog.
Service level management
The Service Level Management translates customer needs into goals of IT services and agreed contractually. The SLA describes "how" the service is provided. The service level requirement shows "why", to what extent and with what weight a service should be provided. This simplifies the transparency and scope of complex IT processes and emphasizes their efficiency. The basis for creating an SLA is therefore not only a service catalog but also the service level requirements. The service to be provided is described internally in the so-called service quality plan.
In addition to managing the service catalog, the Service Level Manager is responsible for updating and adapting all contracts and monitoring the agreed quality parameters .
Capacity management
Capacity management creates the capacity plan from the business requirements and monitors compliance with it. A distinction is made between business, service and component capacity management. Further tasks are application sizing, tuning, service modeling and demand management.
Availability management
In availability management or availability management, both a general and a service-specific availability level is defined from the business requirements, its implementation is planned and the defined quality parameters ( key performance indicators ) are monitored.
IT service continuity management
IT Service Continuity Management defines and plans all measures and processes for unforeseen disasters . It is embedded in the higher-level business continuity management process . In order to be able to compare the relationship between the expected costs and the quantified improvements, a risk analysis is necessary. The IT service continuity management is constantly involved in the activities of the change management and works closely with the other provision processes (service delivery).
Information security management
IT security management deals with the introduction and enforcement of a defined security level for the IT environment. The sub-areas of confidentiality , integrity and availability are discussed in detail. A risk analysis is necessary to determine the internal and customer-specific wishes of the required security level . The minimum internal security requirement is referred to as IT baseline protection. Any further security requirements of the customer must be worked out individually. The ISO / IEC 27002 standard can be used as the basis for IT security management .