This presentation focuses on the Service Design Phase. There are seven processes in this phase: Service Catalog and Service Level Management, and Availability, Capacity, Continuity, and Security Management. For each process we will discuss the objectives, benefits, and, at a high level, the activities undertaken. Finally we will look at the inputs to Service Design and the outputs that can be expected from this phase. Learning Objectives The participants will be able to: • Identify the key differences and similarities between ITILV2 & ITILV3 • Not only get a better understanding of the processes in the Service Design Phase of ITILV3 but also the underlying activities • Define the inputs and outputs for this phase and how they relate to the full service life cycle • Identify key action points after the presentation for their respective organizations

1. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
Information Technology Infrastructure
Library (ITIL®) Service Design
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About myself
Elizabeth Barclay
Managing ITSM Consultant
1234 Kingston Road, Suite 125
Toronto Ontario M1N 1P3 Canada
Tel 416-693-5559
www.procept.com
barclay@procept.com
2•10/20/2008

2. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
What is ITIL®?
A framework of business processes for managing IT
organizations
V1: 1989, V2: 2001, V3: 2007
High level, scalable, lifecycle based
Basis of ISO standard 20000:1 and 20000:2
Requires localization
3
Information Technology Infrastructure Library
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ITIL in a nutshell
Basically, ITIL® is about
Working to constantly seek improvements in the quality and
cost of Services.
Identifying the activities that need to take place.
Organizing Activities into Processes.
Setting the Processes within a Lifecycle.
Managing by “Service” not “Server”
Translation: Manage by what the Business needs and what
User sees, not the components
4•10/20/2008

3. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
The ITIL® Service Lifecycle
Strategy
Deciding what to do
Design
Business Analysis
Service Requirements to
Component design
Transition
Build, test, deploy
Operations
Deliver, maintain
5
Continual Improvement
Planning, managing and
supporting justified changes.
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Service Design Processes
Service Catalogue
Service Level Management
Availability Management
Capacity Management
Continuity Management
Supplier Management
Output: Service Design Package
* indicates a process which operates
across the Lifecycle.
People
Process
Products /
Technology
Partners /
Suppliers
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4. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
Service Catalogue
Inputs
Strategy
Service Level
Management
Continuity Management
Outputs
Service Descriptions to
Service Level Mgmt and
Continuity
Service dependencies to
SA & Configuration
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Service Level Management
Inputs
Strategy
Service Catalogue
Outputs
Service Level Agreements
Operational Level
Agreements
Underpinning Contract
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5. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
Availability Management
Ensuring that availability
targets in all areas are
measured and achieved - 4
Ps
Inputs:
SLAs
Technical information on
components
Outputs
Availability Plan
Design criteria VBF – Vital Business Function
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Capacity Management
Increasing levels of detail.
Start with Business Requirements
Translate into Service
Requirements
Finish with technical
requirements for Components.
Inputs:
SLAs
Technical design for components
Outputs
Capacity Plan
Design criteria
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6. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
ITServiceContinuityManagement
IT Service Continuity Planning
is part of overall Business
Continuity Planning.
Strategy is driven by business
requirements.
ITIL Design and Transition
Planning
Implementing
ITIL Operation
Ongoing maintenance
Training
Awareness
Review
Invocation
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Security Management
ISO/IEC 18028-5:2006: Information technology -- Security techniques -- IT network
security -- Part 5: Securing communications across networks using virtual private
networks
ISO/IEC 17799:2005: Information technology -- Security techniques -- Code of practice
for information security management
ISO/IEC 27001:2005: Information technology -- Security techniques -- Information
security management systems -- Requirements
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7. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
Supplier Management
Supplier &
Contract Database
(SCD)
Evaluation of new
suppliers & contracts
Supplier
categorisation &
maintenance of SCD
Establish new
suppliers & contracts
Supplier & contract
management &
performance
Contract renewal
and/or termination
Supplier
reports and
information
© Crown copyright 2008. Reproduced under licence from OGC
Supplier strategy &
policy
Service Design
Figure 4.30
Supplier
Management
process
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Service Design Outputs
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8. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
Qualification Scheme
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Questions?
16
?
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9. Procept Associates Ltd – Presentation for CIPS Toronto, 2008/10/20
More Information
Office of the Government Commerce (OGC)
www.itil.co.uk
Information Technology Service Management Forum
(itSMF)
www.itsmf.com
Procept Associates Ltd
www.procept.com
info@procept.com
17•10/20/2008
ITIL® V3 Phases and Processes
Continual Improvement
7 Steps
Strategy (3)
Finance
Demand
Portfolio
Design (7)
Availability
Capacity
Continuity
Service Level Management
Security
Service Catalogue
Supplier Management
Transition (7)
Transition Support &
Planning
Knowledge Management
Service Asset &
Configuration
Change
Release & Deploy
Evaluation
Service Validation &
Testing
Operation (4)
Event
Incident
Request
Access
Problem
18
Functions
Service Desk
IT Operations
Technical Mgmt
Application Mgmt
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