Lesson 7 Service Design Key Concepts PDF

Lesson 7 Study Guide
The ITIL Foundation Certificate in IT Service Management

www.itiltrainingzone.com
Service Design Key Concepts
Welcome to the seventh chapter of your Study Guide. This document is

supplementary to the information available to you online, and should be used in
conjunction with the videos, quizzes and exercises.
After your subscription to the course has finished online, you will still have the Study Guide to
help you prepare for your exam - if youve not taken the exam by the time your subscription
expires.
Youll download a Study Guide at the end of most Lessons as you progress through the course.
This Chapter contains the Study Guide information for Lesson 7 Service Design Key Concepts.
Use this Study Guide in conjunction with your own notes that you make as you progress
through the course. You may prefer to print the Study Guides out, or use them on-screen.
After each Lesson, you can consolidate what you have learnt whilst watching the videos and
taking the quizzes by reading through the chapter of the Study Guide.
If you progress on to the formal exam, your Study Guide will provide you with vital revision
information.
Remember, your Study Guide is yours to keep, even after your subscription to the course has
finished.
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2011 IT Training Zone LTD
www.ITILTrainingZone.com
ITIL is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries

Table of Contents
Study Guide Icons
Lesson Contents
The 4 Ps
Exercise the 4 Ps
The 5 Major Aspects of Service Design
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Study Guide Icons
Watch out for these icons as you use your Study Guide. Each icon highlights an important
piece of information.
Tip this will remind you of something you need to take note of, or give
you some exam guidance.
Definition key concept or term that you need to understand and

remember.
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Exercise Solution suggested solution to one of the exercises you will

complete throughout the course.
Goal or Objective for a particular process or core volume.
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Lesson Contents
This Lesson is the first of three Lessons focused on the Service Design lifecycle
phase, and covered Service Design key concepts.
If IT services are not well designed, they may fail to work. They might also require lots of
expensive re-work later on in the service lifecycle.
Design is critical to make sure that customer expectations are met.
In modern IT organizations, there is often a lot of pressure to deliver solutions quickly. In this
case, good design becomes even more important not less.
We studied:
The 4 Ps
The 5 Major Aspects
Text in "italics and quotation marks" is drawn from the ITIL core volumes
Quoted ITIL text is from Service Strategy, Service Design, Service Transition, Service Operation
and Continual Service Improvement
Crown copyright 2011 Reproduced under license from OGC.
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The Four Ps
The Four Ps are the four areas that need to be considered together for
successful service management.
They are:
People
Process
Products
Partners
Within each area, there are different elements that need to be taken into consideration for that
P. The Four Ps model is used to make sure that services and processes are designed
effectively, and will be fully integrated into an organization. If any P is missing, then the service
design is more likely to fail.
Service Design fig. 3.3 The 4 Ps

Crown copyright 2011. Reproduced under license from OGC
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Remember
The Four Ps is a model, not a process. So it would not be accurate to
describe the four Ps as a four step process instead, it should be
seen as four areas that need to be considered as a model for the
effective design of service management.
People
People considerations are vital for all ITIL initiatives, projects and enhancements. Education
and awareness, communication, and expectation setting are all part of the people
considerations.
Think about what would happen if you didnt tell anyone what you were trying to do with a
new service for example. You would experience resentment and resistance from your
stakeholders. This is why education, awareness, communication and expectation setting are so
important.
Ideally, you really want people to feel empowered and actively involved in changes. This avoids
any feelings of resentment, indifference or fear that the change is somehow being forced onto
people.
Process
Processes need to be defined and documented. If processes are not documented,
inconsistencies will develop over time as people adapt it. Its hard to track a process effectively
it isnt not documented.
Organizations need to understand process objectives, have clear documentation and define
KPIs and metrics to track if the process is performing effectively.
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Partners
Very few organizations work in isolation. They use third parties who supply goods and services
- from consultants and contractors through to software and tooling suppliers.
We need to involve our Partners in our vision. For example, partners often provide data to us
that is vital for our service measurements.
If we dont involve our partners, we could find we have gaps in our ability to measure our own
services and the value they provide.
Products
Products are any of the tools or products that we use to help us provide, manage and measure
our services.
Without Products, wed need costly extra resources to manually replace what our tools do for
us.
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Exercise The 4 Ps
This Lesson included an Exercise to look at the 4 Ps in action. If you didnt have time to
complete the exercise during the Lesson, why not attempt it now?
Exercise
Imagine you are introducing a new timesheet recording system at work. Its being supplied and
installed by a third party.
Think about what you need to consider for each P. You can produce a list of tasks, or why not
prepare a brief presentation?
Exercise Solution
Here are some examples of what you might have looked at:
People
Communication telling them whats happening

Training
Regular updates
Process
Defining the service management processes such as Incident or Change

Management
Documenting and circulating the processes
Putting the right metrics and targets in place
Product
Select the product itself to meet requirements

Identify any supporting products such as monitoring tools
Identify any interfaces to other products
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Partners
Choose the supplier carefully

Possibly use consultants for implementation
Did you get any of these options? Youll probably have come up with lots more
of your own, based on your current experience and any organisations youve
worked within.
Remember, if you found this exercise challenging or have any questions, you can
email a tutor at tutor@itiltrainingzone.com.
Page 9 of 13

The 5 Major Aspects
We also studied the 5 major aspects of Service Design another important key
concept in the Foundation syllabus.
The 5 aspects are:
Design of service solutions for new or changed services

Design of management information systems and tools
Design of technology architectures and management architectures
Design of processes
Design of measurement methods and metrics
These are the five areas where Service Design has core objectives and activities, so please study
them carefully as you prepare for your exam.
The 5 aspects work together to make sure Service Design takes a holistic approach. Any new
service needs to work, but it also needs to integrate well with other services.
Design and development should not be done in isolation.
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Design of Management Information Systems and Tools
The first major aspect of Service Design is the design of management

information systems and tools. This includes the design of the Service Portfolio.
We talked about the Service Portfolio as part of Service Strategy. This is where Service Design
gets involved in establishing the structure of the Portfolio.
Effective Service Portfolio design ensures that new or changed services are consistent with
existing services and can interface with them if necessary.
Design of Service Solutions
The second major aspect of Service Design is the design of service solutions.
This includes establishing what the requirements for the service actually are.
High level decisions have already been made in Service Strategy. Service Design is now
responsible for implementing these decisions.
Detailed business requirements must be collected before the actual design of the new or
changed service can begin.
Key considerations here include the needs of the business, the strategy and timescales, as well
as the resources required.
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Design of Technology and Management Architecture
The third major aspect of Service Design is technology and management

architecture design.
In order for new services to fit in with existing services and meet the needs of the business technical architectures must be developed for all areas of the business.
These technical architectures will provide detailed guidance on long term direction for
architectures - and these will feed into all new service design activities and projects.
Technology and architecture design involves taking a strategic view which ensures that the
needs of the business, and any changes in technology, can all be taken into consideration.
By providing clear guidance relating to the technology and architectures we wish to use, we can
make sure that no-one wastes resources by using any unapproved or unauthorized
technologies and architectures.
Design of Processes
The fourth major aspect of Service Design is the design of processes.

Each new or changed service will require underpinning processes. These need to be developed,
documented and controlled.
Process owners, inputs and outputs will all be addressed at this stage of Service Design.
Process design will also include looking at the roles, responsibilities and the skills required to
support and maintain the service later on in the service lifecycle.
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Design of Measurement Methods and Metrics
The fifth major aspect of Service Design addresses measurement methods and
metrics.
For each new or changed service, a set of measurements needs to be in place to demonstrate
value. Measurements address areas such as Progress, Compliance, efficiency and effectiveness.
If any measurement systems and metrics are identified as being necessary but dont currently
exist, new systems and metrics may need to be included or procured as part of the overall
service design.
Page 13 of 13

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Lesson 7 Study Guide

The ITIL Foundation Certificate in IT Service Management

Service Design Key Concepts

Welcome to the seventh chapter of your Study Guide. This document is

The ITIL Foundation Certificate in IT Service Management

Study Guide Icons

The 5 Major Aspects of Service Design

The ITIL Foundation Certificate in IT Service Management

Study Guide Icons

Definition key concept or term that you need to understand and

Role a job title or responsibility associated with a process or function.

Exercise Solution suggested solution to one of the exercises you will

Goal or Objective for a particular process or core volume.

The ITIL Foundation Certificate in IT Service Management

The ITIL Foundation Certificate in IT Service Management

Service Design fig. 3.3 The 4 Ps

The ITIL Foundation Certificate in IT Service Management

The ITIL Foundation Certificate in IT Service Management

The ITIL Foundation Certificate in IT Service Management

Communication telling them whats happening

Defining the service management processes such as Incident or Change

Select the product itself to meet requirements

The ITIL Foundation Certificate in IT Service Management

Choose the supplier carefully

The ITIL Foundation Certificate in IT Service Management

The 5 Major Aspects

Design of service solutions for new or changed services

The ITIL Foundation Certificate in IT Service Management

Design of Management Information Systems and Tools

The first major aspect of Service Design is the design of management

Design of Service Solutions

The ITIL Foundation Certificate in IT Service Management

Design of Technology and Management Architecture

The third major aspect of Service Design is technology and management

The fourth major aspect of Service Design is the design of processes.

The ITIL Foundation Certificate in IT Service Management

Design of Measurement Methods and Metrics

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