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Abstract:
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Machine generated contents note: 1.Introduction -- 1.1.Overview -- 1.2.Context -- 1.3.ITIL in relation to other publications in the Best Management Practice portfolio -- 1.4.Why is ITIL so successful? -- 1.5.Chapter summary -- 2.Service management as a practice -- 2.1.Services and service management -- 2.2.Basic concepts -- 2.3.Governance and management systems -- 2.4.The service lifecycle -- 3.Service design principles -- 3.1.Service design basics -- 3.2.Service design goals -- 3.3.Balanced design -- 3.4.Identifying service requirements -- 3.5.Identifying and documenting business requirements and drivers -- 3.6.Design activities -- 3.7.Design aspects -- 3.8.The subsequent design activities -- 3.9.Design constraints -- 3.10.Service-oriented architecture -- 3.11.Service design models -- 3.12.Service design inputs and outputs -- 4.Service design processes -- 4.1.Design coordination -- 4.2.Service catalogue management -- 4.3.Service level management -- 4.4.Availability management -- Contents note continued: 4.5.Capacity management -- 4.6.IT service continuity management -- 4.7.Information security management -- 4.8.Supplier management -- 5.Service design technology-related activities -- 5.1.Requirements engineering -- 5.2.Management of data and information -- 5.3.Management of applications -- 6.Organizing for service design -- 6.1.Organizational development -- 6.2.Functions -- 6.3.Roles -- 6.4.Responsibility model - RACI -- 6.5.Competence and training -- 7.Technology considerations -- 7.1.Service design tools -- 7.2.Service management tools -- 8.Implementing service design -- 8.1.Business impact analysis -- 8.2.Service level requirements -- 8.3.Risks to the services and processes -- 8.4.Implementing service design -- 8.5.Measurement of service design -- 9.Challenges, risks and critical success factors -- 9.1.Challenges -- 9.2.Risks -- 9.3.Critical success factors and key performance indicators -- Afterword -- Appendix A The service design package -- Contents note continued: Appendix B Service acceptance criteria -- Appendix C Process documentation template -- C.1.Process framework -- Appendix D Design and planning documents and their contents -- D.1.Design and architectural documents and standards -- D.2.IT plans -- Appendix E Environmental architectures and standards -- Appendix F Sample service level agreement and operational level agreement -- F.1.Sample service level agreement -- F.2.Sample operational level agreement -- Appendix G Service catalogue example -- Appendix H The service management process maturity framework -- H.1.Initial (level 1) -- H.2.Repeatable (level 2) -- H.3.Defined (level 3) -- H.4.Managed (level 4) -- H.5.Optimizing (level 5) -- Appendix I Example of the contents of a statement of requirements and/or invitation to tender -- Appendix J Typical contents of a capacity plan -- J.1.Introduction -- J.2.Management summary -- J.3.Business scenarios -- J.4.Scope and terms of reference of the plan -- Contents note continued: J.5.Methods used -- J.6.Assumptions made -- J.7.Service summary -- J.8.Resource summary -- J.9.Options for service improvement -- J.10.Costs forecast -- J.11.Recommendations -- Appendix K Typical contents of a recovery plan -- K.1.Generic recovery plan -- K.2.Supporting information -- K.3.Recovery procedure -- Appendix L Procurement documents -- Appendix M Risk assessment and management -- M.1.Definition of risk and risk management -- M.2.Management of Risk (M_o_R) -- M.3.ISO 31000 -- M.4.ISO/IEC 27001 -- M.5.Risk IT -- Appendix N Related guidance -- N.1.ITIL guidance and web services -- N.2.Quality management system -- N.3.Risk management -- N.4.Governance of IT -- N.5.COBIT -- N.6.ISO/IEC 20000 service management series -- N.7.Environmental management and green/sustainable IT -- N.8.ISO standards and publications for IT -- N.9.ITIL and the OSI framework -- N.10.Programme and project management -- N.11.Organizational change -- Contents note continued: N.12.Skills Framework for the Information Age -- N.13.Carnegie Mellon: CMMI and eSCM framework -- N.14.Balanced scorecard -- N.15.Six Sigma -- Appendix O Examples of inputs and outputs across the service lifecycle.
"This is the second book in the series of five ITIL core publications containing advice and guidance around the activities and processes associated with the five stages of the service lifecycle. The primary purpose of the service design stage of the service lifecycle is to design service solutions that meet the current and future needs of the business."--Preface.
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