02-5. Account for the purpose, objectives and scope of service design (SD 1.1.1, 1.1.2)

02-5. Account for the purpose, objectives and scope of service design (SD 1.1.1, 1.1.2)


Key Concepts



Related Concepts




1.1.1 Purpose and Objective of Service Design

• Translating Services defined in Strategy into functional outcomes for customer
• Designs infrastructure, processes and support mechanisms to facilitate the services/outcomes.
• Service Design activities are periodic/exception-based when triggered by business need/event.

Design Services in accordance:

• IT governance, processes, policies
• Quality, customer satisfaction and cost-effectiveness
• Design so minimal improvement will be required in lifecycle
• Flexible to spot trends and improve service/redesign over time.

1.1.2 Scope

Guidance for designing services
Service Design Package
Service Design Model - selection
Five Aspects of Service Design
Design drivers - functional requirement, SLA, business benefit and design constraint
Success Factors:

• design coordination
• service catalog mgmt
• SLA, capacity, continuity
• Information security and supplier mgmt