ITIL:Service Design IT Services Management Martin Sarnovský Department of Cybernetics and AI, FEI TU Košice

Contents Definitions, Context Principe of service design Service design, management of services Services: function, process, role, activity Principe of service design Objectives, areas, procedure, management and strategy. Balanced design Identifying the requirement for services Aspects and activities of the design Process of Service Design Services portfolio Service architecture, levels of architecture The structure of the processes in the design of services: catalog of services, service level management, capacity management, availability, information security, suppliers

Service Design Service design= status in the lifecycle of IT services : Area – Object of interest: design and development services. Service Management processes. Include: Design of the IT services (Business Goals support) Processes for Service Design support Deisgn of the IT infrastructure, architecture, applications, etc. Design of the metrics

Objective of the Service Design Objective: The proposal of new or changed service Holistic approach to all aspects of design services, to ensure consistency and integration with other activities and processes. eg. not in isolation, but with respect to other services, management systems and tools (eg portfolio of services, catalog of services), architecture, technology, ... not every change requires a complete procedure according to draft service - only a significant change: what it is, it should define the organization (see management changes under transition services / Service Transition)

Procedure of design services New or amended requirement as a demand by the business 5 aspects of design services : 1.New resp. changed service itself 2. Systems and tools for management services, in particular portfolio of services: consistency with other services (interfaces, addiction, support) 3. Technology, architecture and management systems: consistency with the technical means (the sufficiency of the technical / steering equipment) 4. Processes to ensure that all available resources (processes, roles, responsibilities, experience / knowledge) 5. Methods of measurement and metrics: check that it is possible to successfully measure service in terms of new business requirements (compliance with the SLA, the quality of "language" of business, mapping business processes to IT infrastructure, and metrics, continuous monitoring of performance) Development of services fulfilling the business requirement The service proceeds to Service Transition for evaluation, testing, deployment Next -Service Operation phase ...

Scope of the Service Design Concept 4P: People Processes Products (Technology) Partners (Suppliers)

Composition of a service Components : Business Processes Services SLA/SLR Infrastructure Environment Data Application Service support OLA, contracts Support team Sppliers

Activities in the Design services The emphasis is not on the functional requirements, but in all aspects To maintain the simplicity of architecture design (and not too complex and theoretical designs) Activities: Collection of requirement, analysis and documentation, Design service, technologies, process, flow and sources of information, Revaluation of process & design document, Connect with the other activities /design & planning of role Creating & Administration of IT policies, design document, Revision of all document, implementation of the plan, Consideration& Risk management. Ensuring compliance with IT strategy in organization (Service Strategy)

Identification of requirements (1) Quality requirements : Scalability, with respect to future business objectives Business processes, Which is service support. Compliance of Business requirement to Services, t.j. how service satisfies The service itself, SLR (Service Level Requirement) Or SLA (Service Level Agreement) Technology components for deploying the services The internal services / components & their OLA (Operational Level Agreement) External Services component & their contract (Deadline, Restriction). Efficiency of metrics, which is required for the service Security level, required by business / legislation Technological Fields & Their affect on the service: Infrastructure: servers, network equipment, DB systems, Storage Environment: Facilities, spaces, elec. sources, cabling, phys. security Data: Information and data management, for example testing data Application: Software application management(also for home use)

Identification of requirements (2)

Processes of the Service Design (1) Service Catalog Management: create a catalog of services, and ensure its actuality (up-to-dateness) Service Level Management: establishment of service level agreements (SLA), ensuring compliance with them Capacity Management: ensure that the capacity of IT services and IT infrastructure was sufficient, given the objectives (ie cost-effectiveness, time ...) Accessibility Management: design, analysis, planning, measuring and improving all aspects of accessibility IT services, ensures that the IT infrastructure, processes, tools, roles, etc. are consistent with the agreed target level of accessbility

Processes of the Service Design (2) Continuity Management : risk management, which could have serious impact on IT services ensures that the IT service provider can always provide minimum agreed service levels and reducing the risk to an acceptable level and planning restoration of IT services Information Security Management : ensure the confidentiality, integrity and accessibility of assets in organization, information, data and IT services. Supplier Management : ensure that all contracts with suppliers support the business needs and that all suppliers meet contractual obligations

Support Systems: Service Catalogue Portfolio of Services: The most important management system in the Service Design. Supports all processes of the design, describes the services according to their business value Answers the questions: Why client should buy this product? Why this service should be bought by us or our organization? What are the price models and the return of investments? What are the strengths and weaknesses, priorities and risks? How to allocate resources and capacity for this service (from both the provider and the customer perspective)

Definitions - SPM, SKMS SKMS Service Portfolio Service Catalogue Management (SCM) Management of the portfolio and catalogue Business value of the services Each service – proper description, SLA attached Example SKMS Service Portfolio Service Catalog

Service catalogue

Definitions - SLM Service Level Management (SLM) : SLM provide a framework by which services are defined - service levels required to support business processes are agreed upon Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are developed in this phase Goals: To translate business requirements into IT requirements Determine the costs related to services Draft, negotiate and refine SLAs with the business units Implement the SLAs Measure the SLAs performance and report the results

Definície - SLA, OLA Service Level Agreement (SLA) : Contract between the service provider and customer (user) SLA defines the IT service, specifies the service level and defines the responsibilities of both – provider and customer One SLA can cover more than one IT services and customers. Operational Level Agreement (OLA) : An agreement between an IT Service Provider and another part of the same Organization OLA sets out the responsibilities for the support and delivery of IT services to Customers Example – agreement between the service desk and 2nd level support teams

SLA (1) Good SLA answers those questions: What (what kind of service) will be provided, How the IT provider will fulfill his promises, How the provided service will be measured and who will perform it, What will happen in case of service break , How will the SLA change.

SLA (3a) SLA should contain: Header: name, brief description etc., Description, main features of the service, Scope of the agreement (what is included in the SLA and what is not) Service hours in which the service will be provided Availability of the service, usually in %: service time / downtime, Spoľahlivosť (e.g. maximum of the service breaks in specified time), Service support: how to contact the support - Service Desk (time, scope of the service desk, etc.), Escalation procedures: how the ecalation will be performed Performance of the service, KPI – guaranteed minimal access time, response time, etc. Functionality, detailed description of the functionality, functionality levels, Change management, reference to the change management procedures,

SLA (3b) SLA : Service continuity, description (or reference to), how the provider will manage the continuity of the service. In another words – limitations in case of disasters, data backup, service recovery plans after the breakdown, informs the customer with the customer responsibilities, IT Security, reference to agreed Security Policy, Responsibilities of all involved parties Payment, type of the payment, dates, policies, late payments etc. Reporting, content, frequency, roles involved, review of the service, Glossary Appendix

Availability management Design, analysis, planning, measurement of all aspects of IT service continuity, Ensures, that infrastructure, policies, processes, tools, roles, etc. will “all play together” to achieve service level specified in SLA

Capacity management Each application – requirements on the infrastructure/applications -> resources Ensures, that IT infrastructure capacity is suitable for provisioning of specified set of services

Continuity management Risk management – analysis of the risks, that can affect the IT service Ensures that IT provider can and will provide the specified minimal service level by risk reduction (to accepted level) and by service recovery plans IT security management: Integrity,security and trust issues of the organization’s assets (IT resources)

Supplier management Ensures the agreements with all involved suppliers are fulfilled according the specified levels

Questions?