Karol Furdík Department of Cybernetics and AI, FEI TU Košice

1. Management of IT Environment (5) Riadenie IT prostredia ITIL:Service Design Karol Furdík Department of Cybernetics and AI, FEI TU Košice

2. Contents • Definitions, Context • Service design, management of services • Services: function, process, role, activity • Principe of service design • Objectives, areas, procedure, management and strategy. • Balanced design • Identifying the requirement for services • Aspects and activities of the design • Process of Service Design • Services portfolio • Service architecture, levels of architecture • The structure of the processes in the design of services: catalog of services, service level management, capacity management, availability, information security, suppliers

3. Service Design Service design= status in the lifecycle of IT services : Area – Object of interest: • design and development services. • Service Management processes. Include: • Principles of the Service Design, • Methods, which the strategic / business goals of an organization are transformed into a portfolio of services and service assets. • Changes and improvements necessary to increase the value of services delivered to customers throughout the lifecycle of services, • Manual,How to create a service management capabilities in organization

4. Service Management Def.:Service Managmentis a set of specialized organizational capabilities for providing value to customers in the form of services. Def.: Servicea means of providing added value to customers, and this value allows the customer to achieve desired results without incurring the costs and risks specific to the customer • Characteristics of services: • Intangible output (ie, difficult to measure, assessable) • Sampling/usage is closely linked with customer assets (ie, various documents, applications, processes, ... are inputs to the service) • Close contact between supplier a customer / customers, with little or no buffer between them (front-office vs. Back-office) • Temporality (instability) of output and content (capacity) services (ie, necessary to ensure continuous availability)

5. Services - specialization, Risk sharing

6. Functions, processes, roles, activities Functions: Organizational units, specialized to perform certain work and responsible for the outcome. • They form an organization structure. • They define their roles and responsibilities for specific tasks and results Processes: The structure (sequence, cycle, system) of activities designed to transform inputs towards specific desired goal. They use feedback, and automatic correction. • Measurable - performance, price, quality • Specific resultsindividually identifiable, quantifiable • Customers, users - they are delivered to the outcome of (and therefore has to meet their expectations) • The answer to a specific event - a continuous or iterative process, to be able to follow the sequence of steps in response to a stimulus (Traceable to a specific trigger).

7. Basic / General process Approach based on the service life-cycle : • Specialization and coordination • Feedback and control between functions and processes.

8. Objective of the Service Design Objective:The proposed new or change existing services Holistic approach to all aspects of design services, to ensure consistency and integration with other activities and processes. • eg. not in isolation, but with respect to other services, management systems and tools (eg portfolio of services, catalog of services), architecture, technology, ... • not every change requires a complete procedure according to draft service - only a significant change: what it is, it should define the organization (see management changes under transition services / Service Transition)

9. Scope of the Service Design Concept 4P: • People • Processes • Products (Technology) • Partners (Suppliers)

10. Procedure of design services • New or amended requirement as a demand by the business • 5 aspectsof design services : • 1.New resp. changed service itself • 2. Systems and tools for management services, in particular portfolio of services: consistency with other services (interfaces, addiction, support) • 3. Technology, architecture and management systems: consistency with the technical means (the sufficiency of the technical / steering equipment) • 4. Processes to ensure that all available resources (processes, roles, responsibilities, experience / knowledge) • 5. Methods of measurement and metrics: check that it is possible to successfully measure service in terms of new business requirements (compliance with the SLA, the quality of "language" of business, mapping business processes to IT infrastructure, and metrics, continuous monitoring of performance) • Development of services fulfilling the business requirement • The service proceeds to Service Transition for evaluation, testing, deployment • Next -Service Operation phase ...

11. Groups of IT Steering Group (ISG) Objective: • Synchronization of business processes and requirements of the proposed service

12. Activities of ISG Assessment of business and IT plans, their consistency and differences Planning according to the requirements (demand planning), short and long term Authentication (verification) and set priorities for project design services Assessment of projects, ensure compliance with established business objectives Potential outsourcing strategy for securing resources Assessment of business and IT strategies, monitoring changes in business strategy and design changes in IT Business and IT continuity, compliance Policy and standards compliance of IT policies and standards (financial strategy, efficiency of management) with the vision and goals of the organization

13. Processes of the Service Design (1) Service Catalog Management: • create a catalog of services, and ensure its actuality (up-to-dateness) Service Level Management: • establishment of service level agreements (SLA), ensuring compliance with them Capacity Management: • ensure that the capacity of IT services and IT infrastructure was sufficient, given the objectives (ie cost-effectiveness, time ...) AccessibilityManagement: • design, analysis, planning, measuring and improving all aspects of accessibility IT services, • ensures that the IT infrastructure, processes, tools, roles, etc. are consistent with the agreed target level of accessbility

14. Processes of the Service Design (2) Continuity Management : • risk management, which could have serious impact on IT services • ensures that the IT service provider can always provide minimum agreed service levels and reducing the risk to an acceptable level and planning restoration of IT services Information Security Management : • ensure the confidentiality, integrity and accessibility of assets in organization, information, data and IT services. Supplier Management : • ensure that all contracts with suppliers support the business needs and that all suppliers meet contractual obligations

15. Principles of the Service Design The design of appropriate and innovative IT services, the architecture, processes, implementing policies and documentation in order to meet business requirements : • Financial management (fulfilling the demand of infrastructure), • Business Impact Analysis, Risk Analysis. • Service Desk preparation and training of people, • Preparation of Implementation (Upgrading Services), • Supplier Management. • adding to the portfolio of services(during the design already), • Spec. / understanding SLR (Service Level Requirements), • capacity management with respect to the IT infrastructure,

16. Composition of a service Components: • Business Processes • Services • SLA/SLR • Infrastructure • Environment • Data • Application • Service support • OLA, contracts • Support team • Sppliers

17. The main objectives and factors in the design Compliance with business objectivesbased on defined quality requirements, compliance, and safety risks, The simplicity and effectiveness of development, t.j. no long-term supply costs, development and provision of services Effective processes for design, transition, operation and improvements Identification and management of risks so that risks have been removed / eliminated before starting services Secure and flexible IT infrastructure, environment, applications, data and information resources, in line with current and future business requirements. Methods of measurement and metrics to determine the efficiency of processes, Quality of the IT solutions with help of plans, policies, processes, architectures, frameworks and documentation (in accordance with business) standardization solutions, Developing abilities and skills transfer activities in IT strategy and design to operational tasks, Improving the overall quality of IT services, reducing the requirements for change, revision and amendment.

18. The balanced (exported) design of services • Balance:Functionalityvs. Performance, In same Time Frame. • Three appropriations from which to manipulate the design : • Functionality: Designed service / product required by features and quality, including the necessary functions for managing and operation, • Resources: people, technology, money, • Time frame - plan • Effort of Balanced/ Activity: • Design, • Development, • Delivery of service.

19. Identification of requirements (1) • Quality requirements : • Scalability, with respect to future business objectives • Business processes, Which is service support. • Compliance of Business requirement to Services, t.j. how service satisfies • The service itself, SLR (Service Level Requirement) Or SLA (Service Level Agreement) • Technology components for deploying the services • The internal services / components & their OLA (Operational Level Agreement) • External Services component & their contract (Deadline, Restriction). • Efficiency of metrics, which is required for the service • Security level, required by business / legislation • Technological Fields & Their affect on the service: • Infrastructure: servers, network equipment, DB systems, Storage • Environment: Facilities, spaces, elec. sources, cabling, phys. security • Data: Information and data management, for example testing data • Application: Software application management(also for home use)

20. Identification of requirements (2)

21. Activities in the Design services The emphasis is not on the functional requirements, but in all aspects To maintain the simplicity of architecture design (and not too complex and theoretical designs) Activities: • Collection of requirement, analysis and documentation, • Design service, technologies, process, flow and sources of information, • Revaluation of process & design document, • Connect with the other activities /design & planning of role • Creating & Administration of IT policies, design document, • Revision of all document, implementation of the plan, • Consideration& Risk management. • Ensuring compliance with IT strategy in organization(Service Strategy)

22. Inputs to the activities of the Service Design • Vision. Strategy & business objectives of the organization • Boundaries, e,g, standard / legislation • IT Strategy & dokument (from strategically sources) • All IT strategies, policies, strategic plans • Detailed requirements of business. • Boundaries, constraints: financial budget, financial plan • Portfolio of services • Plans of the Service Transition: change management, configuration, implementation, • Processes of IT service management, risks • Security plans, policies a guides • IT business plans and plans/ policies IT quality • Service management plans: • Service Level Management (SLM), SLA, SLR • Service Improvement Plan(SIP) • Capacity Plan, availability and continuity of IT services • Tools and techniques of measurement (metrics, quality criteria, ...)

23. Plan for designing new services The starting point is always business requirements (not IT)! The plan is considering five aspects of design services. Plan includes: • approach with respect to timescales. • Organizational, commercial and technical implications of introducing services • Commercial checking of the appropriateness of services given the existing business (in terms of IT and process management services, including capacity and performance) • The impact of migration and risk management activities of the services • Planning communication operators - interested parties • The impact on contracts and agreements (Actual / future) • Expected outputs of services operations, measurably expressed: SLA, service level, customer satisfaction • SDP, Service Design Package • SAC, Service Acceptance Criteria

24. Alignment of business requirements and new services

25. Support Systems: Portfolio of Services (1) Portfolio of Services: The most important management system in the Service Design. Supports all processes of the design, describes the services according to their business value Answers the questions: • Why client should buy this product? • Why this service should be bought by us or our organization? • What are the price models and the return of investments? • What are the strengths and weaknesses, priorities and risks? • How to allocate resources and capacity for this service (from both the provider and the customer perspective)

26. Support Systems: Portfolio of Services (2) Service Portfolio - content: • IT business requirement • Defined the service requirement • Analyzed of requirements (priority) • Approved and authorized of requirements • Ordered requirement, budget and resources assigned • Designed service and its component • Created service and its component • Implementation service • Testing service • Deployment service • Service in action • Obsolete service

27. Architecture of services, architecture levels Enterprise, integrated from business architecture, content: • Arch. of services structure of services in respect of the business architecture • Arch. of applications: structure of applications, not mapped to the business and functional requirements • Arch. of data & information: logical and physical data sources • Arch. of IT infrastructure:structure, function and location HW & SW • Arch. of environment: aspect environment (el. resources, buildings, temperature, ...)

28. Relations between the levels of architecture Integrated management of technology driven by business requirements: Continuum IT Management

29. Service Design- the big picture

30. Questions?