Service Relationships & Dep endencies

1. Service Relationships & Dependencies Service Design Figure 3.4 Service Relationships & Dependencies

2. Service Relationships & Dependencies Service Design must consider all elements of the service by taking a holistic approach to the design of a new service. Service Design Figure 3.4 Service Relationships & Dependencies

3. Service Relationships & Dependencies Business Unit A Business Unit B Business Unit C The Business Enterprise 3 6 9 8 5 2 Business Process Business Process Business Process 4 1 7 • All design activities are triggered by changes in business needs or service improvements. • The three main concerns facing executive management today are compliance with government regulations, cost reduction and increased revenue generation. Service Design Figure 3.4 Service Relationships & Dependencies

4. Service Relationships & Dependencies Business Unit A Business Unit B Business Unit C The Business Enterprise 6 3 9 5 8 2 Business Process Business Process Business Process 1 4 7 Information Technology Service Management SLAs C B Service A Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. An SLA is a part of a service contract where the level of service is formally defined. Service Design Figure 3.4 Service Relationships & Dependencies

5. Service Relationships & Dependencies Business Unit A Business Unit B Business Unit C The Business Enterprise 3 9 6 2 5 8 Business Process Business Process Business Process 4 7 1 • Within the specific area of technology there are four separate technology domains that will need to be addressed, as they are the supporting components of every service and contribute to its overall performance: • Infrastructure: the management and control of all infrastructure elements, including mainframes, servers, network equipment, database systems, storage area networks (SANs), network-attached storage (NAS), systems software, utilities, backup systems, firewalls, development and test environments, management tools, etc. • Environmental: the management and control of all environmental aspects of all major equipment rooms, including the physical space and layout, power, air conditioning, cabling, physical security, etc. • Data: the management and control of all data and information and its associated access, including test data where applicable • Applications: the management and control of all applications software, including both bought-in applications and in-house developed applications software. Information Technology Service Management SLAs C B Service A Infrastructure System H/W System S/W DBMS Networks Environment Data Applications Service Design Figure 3.4 Service Relationships & Dependencies

6. Service Relationships & Dependencies Business Unit A Business Unit B Business Unit C The Business Enterprise It is also essential that all targets contained within supporting agreements, such as OLAs and contracts, underpin those agreed between the service provider and its customers. 3 9 6 2 5 8 Business Process Business Process Business Process 1 4 7 Information Technology Service Management UCs OLAs SLAs C C B B Supporting Service Service A A Infrastructure System H/W System S/W DBMS Networks Environment Data Applications Service Design Figure 3.4 Service Relationships & Dependencies

7. Service Relationships & Dependencies Business Unit A Business Unit B Business Unit C The Business Enterprise Supporting Teams and Suppliers and Vendors are also key stakeholders when designing services. Their relationship and obligations in the design of services are formally expressed in Operating Level Agreements and in contracts underpinning the provisioning of services by outside service providers. 3 9 6 2 5 8 Business Process Business Process Business Process 1 4 7 Information Technology Service Management UCs SLAs OLAs C C B B Supporting Service Service A A Infrastructure System H/W System S/W DBMS Networks Environment Data Applications Teams Suppliers Service Design Figure 3.4 Service Relationships & Dependencies

8. Service Relationships & Dependencies No service can be designed, transitioned and operated in isolation. The relationship of each service to its supporting components and services must be clearly understood and recognized by all people within the service provider organization. Business Unit A Business Unit B Business Unit C The Business Enterprise 9 3 6 8 2 5 Business Process Business Process Business Process 1 4 7 Information Technology Service Management UCs SLAs OLAs C C B B Supporting Service Service A A Infrastructure System H/W System S/W DBMS Networks Environment Data Applications Teams Suppliers Service Design Figure 3.4 Service Relationships & Dependencies

9. Hendershott Consulting Inc Email: len.hendershott@rogers.com ITIL process site: hci-itil.com