Quick Start An Overview of ITIL Service Design

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Charlotte Hodges
5 years ago
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1 Quick Start An Overview of ITIL Service Design

2 Warning: This will increase your brain activity Learning ITIL is not easy. First, there s confusion. What the blank is ITIL? Then comes denial. Why, ITIL, why? Next acceptance and the I can t stay awake past one page phase where your brain shuts off and you fall into an ITIL-induced coma. This shouldn t happen. Sure, ITIL can be a bit dry. But this ebook will help you through it. We ll even throw in a few puns and corny jokes to make sure you re awake. So grab a water bottle. Stay hydrated. And turn your brain on to learn ITIL First things first, what is ITIL? The only thing standing between you and learning all about the ITIL (AKA IT Infrastructure Library) is learning to speak the language. The phraseology. The fuzzwords. Let s start with a basic definition and then break it down into five stages. That s right, five stages you can count on one hand, so you ll implement ITIL in no time. ITIL is a registered trademark of Axelos Limited. All rights reserved. 2

3 How does ITIL work? Five Stages at a Glance Continual Service Improvement Collect data on performance Compare to strategy standards Change for improvement Service Strategy Define needs, assets, and strategy You are here. Service Design Design services and the supporting elements Service Operation Deploy said services. Includes maintenance, error resolution, and making sure the end-user is happy Service Transition Develop services, the supporting elements, and the methods of implementation 3

4 Stage 2: Service Design The most beautiful designs are transparent, where you can t see all of the thinking behind them. Woooh. That was almost poetic. Service design, however, is a bit more complicated than that. Think four layers deep. Remember to make note of the terms in red, as they are important terms that you will need to know. So take a deep breath, stretch, and get ready to dive further into ITIL. 4

ITIL 2011 Glossary Definitions Service Design: Includes a number of processes and functions and is the title of one of the Core ITIL publications.

5 ITIL 2011 Glossary Definitions Service Design: Includes a number of processes and functions and is the title of one of the Core ITIL publications. Design: An activity or process that identifies requirements and then defines a solution that is able to meet these requirements. Translation: This is where you design the service and then some. Here the service provider ensures that all of the processes, systems, and tools will be able to support the services laid out in the service strategy stage (the stage that actually aligns what the business wants with how the IT department is going to make it happen). The necessary skills of the IT personnel, methods of measurement, processes of implementation, security requirements, technology requirements, and more, are all considered in the design of the service. 5

Service Design Processes During the service design stage, the service provider and the customer negotiate the contracts or Service Level Agreements (SLA).

6 Service Design Processes During the service design stage, the service provider and the customer negotiate the contracts or Service Level Agreements (SLA). Within these SLAs are clearly defined Service Level Targets (commitments) made regarding the availability, capacity, continuity, and security of the service that will be provided. Here s where you need to turn your thinking brain on, read each definition, say it out loud, draw a picture and try to memorize as much as possible. Good luck! The winner gets a golden pony!* *Not really. 6

A TERM TO LEARN Service Catalog Management Ensures that a hardcopy and/or web-based service catalog is produced: Maintains accurate, updated, and relevant information on services Service Catalog is

7 A TERM TO LEARN Service Catalog Management Ensures that a hardcopy and/or web-based service catalog is produced: Maintains accurate, updated, and relevant information on services Service Catalog is the only part of the Service Portfolio that is published to the customer and can be presented in a number of different views (i.e. business view, technical view, etc.) Shows only services that are currently offered A TERM TO LEARN Service Level Management (SLA) Negotiates service level agreements (SLAs) and ensures that they are met. Aligns both IT and business requirements: Works as a liaison between the customer and the service provider, and must remain objective and impartial Continues to monitor service levels throughout the rest of the ITIL lifecycle Operational Level Agreements (OLA s) are also negotiated here 7

8 A TERM TO LEARN Availability Management Manages and achieves agreed availability requirements in the SLA: Guarantees services in SLA are there when necessary Responds to availability issues by working with Problem Management Basic Abilities: Availability, Reliability, Maintainability, and Serviceability A TERM TO LEARN Capacity Management Efficiently manages resources, in order to reduce IT risk through continuous monitoring Capacity is the maximum throughput that a service or configuration item can handle Considers resources needed to deliver service and plans for short, medium, and long-term business requirements Know: Business Capacity Management, Service Capacity Management, Component Capacity Management 8

9 A TERM TO LEARN IT Service Continuity Management Ensures that the Service Provider can always provide the minimum agreed Service Levels Can be thought of as disaster recovery Risk analysis, business impact analysis, and planning for recovery in disaster Service Provider can strategize towards prevention, restoration, or a combination of both A TERM TO LEARN IT Security Management Maintains confidentiality, integrity, and availability of the organization s assets, info, data, and services Develops the Information Security Policy, but doesn t enforce it Process: Control, Plan, Implement, Evaluate, Maintain, Report Know: Risk, Threat, and Vulnerability A TERM TO LEARN Supplier Management Ensures all contracts with suppliers support the needs of the business and that suppliers meet their contractual commitments Focus on offering a fluid quality of service to the end-user, even though a specific service is provided by third party Maintains the Supplier and Contract Database (SCD) 9

What s the next stage, you ask Now move on to the next ebook to learn about the Service Transition stage. This is where you ll learn the steps to get ready to go live.

10 What s the next stage, you ask Now move on to the next ebook to learn about the Service Transition stage. This is where you ll learn the steps to get ready to go live. See you then! Phew. One more stage of the ITIL lifecycle down. Three more to go! Service Strategy Service Design Service Transition Service Operation Continual Service Improvement 10

11 ITIL at a Glance A Quick Review For those of you who are short on time, here you'll find all of the concepts covered in this ebook series (as well as some additional ITIL facts) in a simple chart. Use this cheat sheet for reviewing the main concepts. The 50,000 ft. view of ITIL. You are here. Service Strategy Strategy Generation Service Portfolio Mgt. Risk Mgt. Demand Mgt. Financial Mgt. Service Design Service Catalogue Mgt. Service Level Mgt. Supplier Mgt. Availability Mgt. Capacity Mgt. Information Security Mgt. IT Service Content Mgt. Service Transition Release and Deployment Mgt. Change Mgt. Transition Planning and Support Service Knowledge Mgt. Evaluation Mgt. Service Asset and Configuration Mgt. Service Operation Request fulfillment Incident Mgt. Access Mgt. Problem Mgt. Event Mgt. Continual Service Improvement Service Measurement Service Reporting Service Validation and Testing Mgt. 11

12 2016 ServiceNow, Inc. All rights reserved. ServiceNow believes information in this publication is accurate as of its publication date. This publication could include technical inaccuracies or typographical errors. The information is subject to change without notice. Changes are periodically added to the information herein; these changes will be incorporated in new editions of the publication. ServiceNow may make improvements and/or changes in the product(s) and/or the program(s) described in this publication at any time. Reproduction of this publication without prior written permission is forbidden. The information in this publication is provided as is. ServiceNow makes no representations or warranties of any kind, with respect to the information in this publication, and specifically disclaims implied warranties of merchantability or fitness for a particular purpose. ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow. All other brands and product names are trademarks or registered trademarks of their respective holders. SN-EB-ITILDESIGN

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