ITIL SERVICE LIFECYCLE

1. ITIL SERVICE LIFECYCLE SERVICE DESIGN

2. ITIL LIFECYCLE – STAGES – SERVICE DESIGN In the Service Design phase, new or changed services that are aligned with the business goals (defined in Service Strategy) are designed and developed for introduction into the production environment. The processes that govern the management and delivery of services are also developed in this lifecycle phase. This phase starts with a set of new or changed business requirements and ends with the development of a service solution designed to meet the needs of the business.

3. ITIL LIFECYCLE – STAGES – SERVICE DESIGN The main objective of the service design stage can be defined as: The design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements. The service design stage of the lifecycle starts with a set of new or changed business requirements and ends with the development of a service solution designed to meet the documented needs of the business. This developed solution is then passed to service transition to evaluate, build, test and deploy the new or changed service.

4. ITIL LIFECYCLE – STAGES – SERVICE DESIGN Eight processes of the service design stage: Design Coordination Service Level Management Availability Management Capacity Management IT Service Continuity Management Service Catalog Management Supplier Management Information Security Management

5. ITIL SERVICE LIFECYCLE SERVICE DESIGN DESIGN COORDINATION PROCESS

6. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – DESIGN COORDINATION ITIL Design Coordination aims to coordinate all service design activities, processes and resources. Design Coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics.

7. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – DESIGN COORDINATION

8. ITIL SERVICE LIFECYCLE SERVICE DESIGN CATALOG MANAGEMENT PROCESS

9. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE CATALOG MANAGEMENT Service Catalog Management involves management and control of the Service Catalog which contains information about services currently available to customers for use. Typically such information includes: . Features of the service . Guidelines for appropriate use of the service . Means of accessing the service . Pricing information (where relevant) . Key contact information . Service Level Agreement information The Service Catalog is the subset of the Service Portfolio which contains services currently available to customers and users. The Service Catalog is often the only portion of the Service Portfolio visible to customers. Typically the Service Catalog is implemented as a database and is often web-accessible. The Service Catalog commonly acts as the entry portal for all information regarding services in the live environment.

10. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE CATALOG MANAGEMENT Why have service catalogue management? This process ensures that a service catalogue is produced, maintained and contains accurate information on all operational services and those being developed. The purpose of service catalogue management is to provide a single source of consistent information on all of the agreed services, and ensure that it is widely available to those who are approved to access it.

11. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE CATALOG MANAGEMENT The service catalogue management activities should include: Definition of the service Production and maintenance of an accurate service catalogue Interfaces, dependencies and consistency between the service catalogue and service portfolio Interfaces and dependencies between all services and supporting services within the service catalogue and the CMS Interfaces and dependencies between all services, and supporting components and Configuration Items (CIs) within the Service Catalogue and the CMS

12. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE CATALOG MANAGEMENT Service catalog presentationwith two views Business/Customer Service Catalog view: This contains details of all the IT services delivered to the customers, together with relationships to the business units and the business processes that rely on IT services. This is the customer view of the service catalog. This is the service catalog for the business to see and use. Technical/Supporting Service Catalog view: This contains details of all the supporting IT services, together with relationships to the customer-facing services they underpin, and the components, Configuration Items and other supporting services. .

13. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CATALOG MANAGEMENT

14. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CATALOG MANAGEMENT

15. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE CATALOG MANAGEMENT Service catalog presentationwith three views: Wholesale customer view: This contains details of all the IT services delivered to wholesale customers. Retail customer view: This contains details of all the IT services delivered to retail customers. Supporting services view: This contains details of all the supporting IT services, together with relationships to the customer-facing services.

16. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CATALOG MANAGEMENT

17. ITIL SERVICE LIFECYCLE SERVICE DESIGN SERVICE LEVEL MANAGEMENT PROCESS

18. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE LEVEL MANAGEMENT Service Level Management is the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance (utility) and levels of reliability (warranty) associated with specific services. Service level management principles form the basis on how to contribute to an ITSM culture to ensure that the right services with the appropriate quality are delivered, at the right cost to end users. Service Level Management allows representatives of IT organizations to negotiate, agree, and document the appropriate IT service targets with representatives of the business. This process then monitors and produces reports on the service provider’s ability to deliver the agreed level of service.

19. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE LEVEL MANAGEMENT The objectives of service level management: Define, document, agree, monitor, measure, report and review the level of IT services provided Provide and improve the relationship and communication with the business/customer Ensure that specific and measurable targets are developed for all IT services Monitor and improve customer satisfaction Ensure that IT and the customers have a clear and unambiguous understanding of the level of service to be delivered Ensure that improvements to the levels of service are implemented wherever the service is failing, and the that these improvements are cost justified

20. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE LEVEL MANAGEMENT Service Level Requirements (SLR) – A listing of the customer’s service requirements (e.g. availability, capacity, financial, criticality, service restoration, etc.). Service Level Agreement (SLA) – a written agreement with a customer defining the service targets and responsibilities Operational Level Agreement (OLA) – a written agreement between two internal IT areas (e.g. Networks and Service Desk) Underpinning Contract (UC) – a contract with a 3rd party vendor/supplier that documents the delivery of services that supports IT in their delivery of service.

21. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE LEVEL MANAGEMENTThings you might find in an SLA

22. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE LEVEL MANAGEMENT Service level agreements are also defined at different levels: Customer-based SLA: An agreement with an individual customer group, covering all the services they use. For example, an SLA between a supplier (IT service provider) and the finance department of a large organization for the services such as finance system, payroll system, billing system, procurement/purchase system, etc.

23. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE LEVEL MANAGEMENT Service level agreements are also defined at different levels: Service-based SLA: An agreement for all customers using the services being delivered by the service provider. For example: A mobile service provider offers a routine service to all the customers and offers certain maintenance as a part of an offer with the universal charging.

24. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – SERVICE LEVEL MANAGEMENT Multilevel SLA: The SLA is split into the different levels, each addressing different set of customers for the same services, in the same SLA. Corporate-level SLA: Covering all the generic service level management (often abbreviated as SLM) issues appropriate to every customer throughout the organization. These issues are likely to be less volatile and so updates (SLA reviews) are less frequently required. Customer-level SLA: covering all SLM issues relevant to the particular customer group, regardless of the services being used. Service-level SLA: covering all SLM issue relevant to the specific services, in relation to this specific customer group.

26. ITIL SERVICE LIFECYCLE SERVICE DESIGN AVAILABILITY MANAGEMENT PROCESS

27. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT Availability Management is responsible for defining, analyzing, planning, measuring and improving the availability of IT services. This process ensures that all designed services are available in order to meet the business requirements. The goal is optimize the capacity of the IT infrastructure, services, and supporting organization to deliver a cost effective and sustained level of availability enabling IT to meet their objectives. Aims to reduce the occurrence and duration of service unavailability

28. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT The activities of availability management: Proactive activities Ensure that appropriate design and planning of availability takes place for all new services Planning, design and improvement of availability Providing cost effective availability improvements that can deliver business and customer benefits Ensuring agreed level of availability is provided Produce and maintain an availability plan

29. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT Reactive activities: Monitoring, measuring, analysis and management of all events, incidents and problems involvingunavailability Continually optimise and improve availability of IT infrastructure services Assisting security and ITSCM in the assessment and management of risk Attending CAB as required Determining availability requirements

30. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT Aspects of availability Availability: the ability of a service, component or CI to perform its agreed function when required. It is often measured and reported as a percentage. Reliability: a measure of how long a service, component or CI can perform its agreed function without interruption. Maintainability: a measure of how quickly and effectively a service, component or CI can be restored to normal working after a failure. Serviceability: the ability of a third-party supplier to meet the terms of their contract. Often this contract will include agreed levels of availability, reliability and/or maintainability for a supporting service or component.

31. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT

32. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT Aspects of availability .

33. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT Aspects of availability .

34. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT Aspects of availability .

35. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – AVAILABILITY MANAGEMENT Aspects of availability .

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38. ITIL SERVICE LIFECYCLE SERVICE DESIGN CAPACITY MANAGEMENT PROCESS

39. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT Capacity Management’s primary goal is to ensure that the supply of IT resources meets the customers’ demand for them. This process allows optimal and cost-effective IT services to be provided. Capacity Management optimizes the use of IT capacity. In ITILcapacity is defined as the maximum throughput a service, system, or device can handle. ITIL Capacity Management aims to ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner.

40. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT Capacity Management considers all resources required to deliver the IT service, and plans for short, medium and long term business requirements. The capacity management process understands the business requirements (the required service delivery), the organisation’s operation (the current service delivery) and the IT infrastructure (the means of service delivery). Itensures that all the current and future capacity and performance aspects of the business requirements are provided cost effectively.

41. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT The activities of capacity planning Business Capacity management (BCM) Service Capacity Management (SCM Resource Capacity management (RCM)

42. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT Business capacity management: This sub-process is responsible for ensuring that the future business requirements for IT services are considered, planned and implemented in a timely fashion. This can be achieved by using the existing data on the current resource utilisation by the various services to trend, forecast or model the future requirements. These future requirements come from business plans outlining new services, improvements and growth in existing services, development plans etc.

43. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT Service capacity management: The focus of this sub-process is the management of the performance of the live, operational IT services used by the customers. It is responsible for ensuring that the performance of all services, as detailed in the targets in the SLAs and SLRs, are monitored and measured, and that the collected data is recorded, analysed and reported. As necessary, action is taken to ensure that the performance of the services meets the business requirements. This is performed by staff with knowledge of all the areas of technology used in the delivery of end to end service, and often involves seeking advice from the specialists involved in resource capacity management.

44. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT Component capacity management: The focus in this sub-process is the management of the individual components of the IT infrastructure. It is responsible for ensuring that all components within the IT infrastructure that have finite resource are monitored and measured, and that the collected data is recorded, analysed and reported. As necessary, action must be taken to manage the available resource to ensure that the IT services that it supports meet the business requirements.

45. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT .

46. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT .

47. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT .

48. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT Typical monitored data include: processor utilization memory utilization per cent processor per transaction type I/O rates oueue lengths disk utilization transaction rates response time batch durations database usage index usage corruncent user number network traffic rates

49. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT Analysis of the data may identify issues such as: bottlenecks within the infrastructure inappropiate database indexing inappropiate distribution of workload across available resources inefficiencies in the application design insufficient scheduling or memory usage unexpected increase in workloads or transaction rates

50. ITIL LIFECYCLE – STAGES – SERVICE DESIGN – CAPACITY MANAGEMENT Tuning techniques include balance workload and traffic balance disk traffic definition of accepting locking strategy efficient use of memory