Author: Danny Wong

http://www.linkedin.com/in/chinwhei

ITIL Mind Map v1.0ITIL Service Design

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1. Supplier Management

2. Design Coordination

3. Inputs 4. Benefits 5. Objectives

6. Key Principles –

4 P’s

7. Key Principles –

5 Major Aspects

8. Key Principles - Balanced Design

9. Other Service Design Processes

1. Supplier Management1.1 Risk

1.1.1 Facilitates Outcomes Without Costs & Risks1.1.2 Uncertainty of Outcome

1.2 Value To Customers1.2.1 Utility

1.2.1.1 Functionality1.2.1.2 Fitness for Purpose1.2.1.3 What the Customer Gets

1.2.2 Warranty1.2.2.1 Fitness for Use1.2.2.2 Performance1.2.2.3 How Service is Delivered

1.2.3 Shown by1.2.3.1 Economic Value1.2.3.2 Reputation1.2.3.3 Customer Perception

1.3 Classification1.3.1 Core1.3.2 Enabling1.3.3 Enhancing

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2. Design Coordination2.1 Define and Maintain Policies and Methods2.2 Plan Design Resources and Capabilities2.3 Coordinate Design Activities2.4 Manage Design Risks and Issues2.5 Improve Service Design2.6 Plan, Coordinate and Monitor Individual Designs2.7 Review Designs and Ensure Handover of SDPs

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3. Inputs3.1 Corporate Visions, Strategies, etc3.2 Service Management Visions, Strategies, Policies, Objectives and Plans3.3 Constraints and Requirements for Compliance with Standards and Regulations3.4 IT Strategies, Policies and Plans3.5 Business Requirements3.6 Service Portfolio3.7 ITSM Processes, Risks and Issues Registers3.8 Revisions to IT Strategies, Policies, Designs, Plans, Architectures, Processes3.9 Service Level Package

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4. Benefits4.1 Reduced Total Cost of Ownership (TCO)4.2 Improved Quality of Service4.3 Consistency of Service4.4 Easier Implementation of New Services4.5 Better Service Alignment4.6 Improve Service Performance4.7 Improve IT Governance4.8 Improved Service Alignment4.9 More Effective Service Management4.10 Better IT Processes4.11 Improved Information and Decision Making

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5. Objectives5.1 Coordinate all Design Activities5.2 Plan and Coordinate the Resources and Capabilities Required to Design New or Changed Services5.3 Produce Associated Service Design Packages5.4 Ensure Service Designs and/or SDPs are Produced and handed over to Service Transition5.5 Manage the Quality Criteria, Requirements and Handover between Design, Strategy and Transition5.6 Ensure all Service Models and Service Solution Designs Conform to Strategic, Architectural, governance and other corporate requirements5.7 Improve the Effectiveness and Efficiency of Service Design Activities and Processes5.8 Ensure that all Parties Adopt a Common Framework of Standard, Reusable Design Practices5.9 Monitor and Improve the Performance of the Service Design Lifecycle Stage

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6. Key Principles - 4 P’s6.1 People6.2 Products6.3 Partners6.4 Processes

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7.1 Service Solutions7.2 Systems and Tools

7.2.1 Service Portfolio7.2.1 .1 Why should a

Customer Buy these Services?

7.2.1 .2 Why should they Buy these Services

from us?7.2.1 .3 What are the

Pricing or Chargeback Models?

7.2.1 .4 What are our Strengths, Weaknesses,

Priorities and Risks?7.2.1 .5 How should our

Resources and Capabilities be Allocated?

7.2.1 .6 Contents7.2.1 .6.1

Opportunity7.2.1 .6.2 Value

Proposition7.2.1 .6.3 Business

Outcomes Supported7.2.1 .6.4 Business

Cases7.2.1 .6.5 Priorities7.2.1 .6.6 Risks7.2.1 .6.7 Offerings

and Packages7.2.1 .6.8

Investments Required7.2.1 .6.9 Ongoing

Costs and Pricing

7.2.2 Service Catalogue7.2.2 .1 Services7.2.2 .2 Supported Levels

of Performance7.2.2 .3 Policies7.2.2 .4 Minimum

Requirements7.2.2 .5 Ordering and

Request7.2.2 .6 Support Terms and

Conditions7.2.2 .7 Dependencies7.2.2 .8 Points of Contact7.2.2 .9 Pricing and

Charging7.3 Technology and Management Architectures

7.3.1 Business / Organization7.3.2 Enterprise7.3.3 Service7.3.4 Application7.3.5 Data / Information7.3.6 Environment7.3.7 IT Infrastructure7.3.8 Design Top Down, Build

Bottom Up7.4 Processes required7.5 Measurement Methods and Metrics

7.5.1 Progress7.5.1 Compliance7.5.1 Effectiveness7.5.1 Efficiency

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7. Key Principles - 5 Major Aspects

8. Key Principles - Balanced Design8.1 Functionality8.2 Resources8.3 Schedule

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9. Other Service Design Processes9.1 Information Technology Strategies Committee (ITSC)9.2 Availability9.3 Capacity9.4 Service Level9.5 Service Catalogue

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