02-6. Briefly explain what value service design provides to the business (SD 1.1.4)
1.1.4 Value to Business (18)
- TCO
- Improve quality of Service
- Improve Consistency of Service
- East the Implementation of new or changed services
- Improve Service Alignment
- Improve Service Performance
- Improve IT Governance
- Improve effectiveness of service mgmt and IT process
- Improve information and decision making
- Improve alignment with customer values and strategies
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
