2.

SERVICE DESIGN
 ACTIVITIES
Design services to meet Business Objectives
Design Secure & Resilient IT Infrastructure
Identify, remove the risks from the services before they go
live
Create & maintain IT plans, policies, technical & process
framework (Design tool ensures standards are adhered to)
Design measurement methods & metrics for assessing
effectiveness of processes
Design Effective & efficient processes for design, transition
& operation phases
Scope includes new services & improvements as may be
needed over a service lifecycle
 SERVICE DESIGN
Service Catalog Management
Service Level Management
Availability Management
Capacity Management
Supplier Management
Information Security Management
Service Continuity Management
SERVICE DESIGN 1 OF 7
SERVICE CATALOG MANAGEMENT
 Simply Speaking
Service Catalogue Management = Services Ready to Use
 OBJECTIVES
Create & Manage Service Catalog

Keep Service Catalog Up to Date with latest information

Continual Improvement in Management of Service

Catalog
 KEY CONCEPTS
What is Service Catalog?

Service Catalog vs. Service Portfolio

Types of Service Catalog

 What is Service Catalog?
A single source of information for all the service offerings
Includes Operational & in Transition Services
E.g. Menu Card in a Hotel

Service Catalog vs. Service Portfolio

Service catalog is a part of Service Portfolio
Service Portfolio depicts the services in their Business Value
Terms i.e. Why customer would buy it from us
Service Catalog depicts what service would you like to offer to
customer (which will be based on customer needs)
Service Portfolio is not usually available to be viewed by
Customer or public whereas Service Catalog may be
 Types of Service Catalog
Business Service Catalog
Used by Relationship Manager to win a business
Consists list of all IT services which are important for
Customers Business Process
Visible to customer (or even to common public)

Technical Service Catalog

Used by Relationship Manager to know the capabilities
& limits of Business Service Catalog
Contains all the Backup/Supporting services for
services shown in BSC
 METRICS
Accuracy of Information within Service Catalog

Number of corrections made

Customer Feedback

Number of successful / lost proposals

 ROLES & RESPONSIBILITIES
Service Catalog Manager
Establish & maintain Service Catalog

Ensure all the information is accurate & up-to-date

Oversee all the other aspects of service catalog. E.g.

Information contains all applicable operational & in
Transit services etc.

Work on Continual Improvement of Service Catalog

SERVICE DESIGN 2 OF 7
SERVICE LEVEL MANAGEMENT
 Simply Speaking
Service Level Management = Negotiate & Agree
Service Levels with client
 OBJECTIVES
To Negotiate, Agree & Document the Service Levels

To balance the customer expectations & organizations

capabilities

To measure, report & continually maintain/improve

service level

To manage the performance as per agreed service

levels

To manage the customer relationship

 ELEMENTS OF SLA
Service Scope and description
Service hours
Measures of availability and reliability
Support details who to contact, when and how
Respond and fix times
Deliverables and time scales
Change approval and implementation
Reference to IT Service Continuity Plan
Signatories
Responsibilities of both parties
Review process
Glossary of terms
 SLA,OLA,UC
Customer

SLA

Organization Management

OLA

Orgs Internal Teams

UC

Vendors
 METRICS
Clearly Defined SLAs, OLAs and UCs

Performance against agreed SLAs

Shortfalls in SLA and consequent SIPs

Number & severity of service breaches

Improvement in customer satisfaction

 ROLES & RESPONSIBILITIES
Service Level Manager
Process Owner

Review & Reporting

Maintaining an effective Service Level Management

process by defining SLAs, OLAs and UCs
Updating the existing SLAs, SIPs, OLAs and UCs

Reviewing and improving the performance of the IT

organization to meet agreed service levels
SERVICE DESIGN 3 OF 7
AVAILABILITY MANAGEMENT
 Simply Speaking
Availability Management = Ensure IT is working as
agreed
 OBJECTIVES
To ensure agreed Availability Level is met or exceeded
The Availability Management process plays an
important role in ensuring that a defined level of IT
services is continuously accessible to customers, in a
cost-effective manner
Continually Optimize & Improve the availability by
preparing Availability Plan
 KEY CONCEPTS
Availability
Reliability
Maintainability
Serviceability
Vital Business Function (VBF)
High Availability
Fault Tolerance
 AVAILABILITY
The ability of a service, component or
configuration item to perform its agreed &
expected function when required
Usually expressed as Percentage
Availability= (AST-DT) X 100
-----------------
AST
AST = Agreed Service Time
DT = Downtime
 Reliability
Implies how long the specified service is available
for the required period without any interruptions
or failures
Serviceability
Ability of the 3rd party supplier to provide the
expected service to service provider
Maintainability (or Recoverability)
How easy it is to maintain or recover a service,
component or configuration item
 Availability Metrics
MTRS- Mean Time to Restore Service (Down Time) =
Relates to Maintainability (Also has an element of Serviceability)
Time
Detection Restoration
Repair
Incident Diagnosis Recover Incident
Occurred Occurred

MTBF- Mean Time

Between Failures(Uptime)
= Availability

MTBSI Mean Time Between system Incidents = RELIABILITY

Vital Business Function (VBF)
A critical function or business process

High Availability
Minimizing the impact of component failure
Fault Tolerance
Ability of a service to continue to be available even
after component(s) failure
 METRICS
Uptime per service or group of Users

Downtime duration

Downtime frequency

Number of failures beyond X time

 ROLES & RESPONSIBILITIES
Availability Manager
Process Owner
Ensure the agreed levels of service availability
Create & manage Availability Plan
Continual improvement in process/results
SERVICE DESIGN 4 OF 7
CAPACITY MANAGEMENT
 Simply Speaking
Capacity Management = Ensure IT is sized in optimum &
cost effective manner
 OBJECTIVES
Provide the required IT Infrastructure in a cost
effective manner while also meeting its
requirements

Ensure optimum utilization of IT infrastructure

Work on current & future needs

Produce & regularly upgrade Capacity Plan

 KEY CONCEPTS
Business , Service & Component Capacity Management

Capacity Management Information System

Capacity Plan

Performance Management, Modeling, Application

Sizing
 Business Capacity Management
Trend, forecast model and developing the Capacity Plan to
understand future business needs
Modeling to estimate the best alternative for Capacity deployment
Service Capacity Management
Understand the functioning of the IT services, resource usage and
variations to ensure that appropriate service agreements can be
designed
Report on Service profile of use of services, manage demand for
service
Component Capacity Management
Using and monitoring of all components of the IT infrastructure
Optimize use of the current IT resource components such as
bandwidth, network capacity etc.
 Capacity Plan
Time (or trigger) phased plan to maintain/increase
the utilization of IT Infrastructure by maintaining or
adding IT infrastructure components

Capacity Management Information System (CMIS)

A system which holds the data needed &
maintained by all the capacity sub
processes/activities
 Performance Management
Monitoring
Tuning

Modeling
Mathematical models for determining the benefits
and costs of varying capacity
Simulation and Analytical techniques

Application Sizing
For determining the hardware capacity required to
support new/modified applications
 METRICS
Performance trends after estimates

Reduction in rushed purchases

Reduction in expensive overcapacity

Reduction in number of incidents due to

performance plans
 ROLES & RESPONSIBILITIES
Capacity Manager
Monitors the Process
Capacity Plan Creation
Update the Capacity Management Database

Supported by
Technical & Application Management
To provide capacity requirements via capacity
incidents & problems
Other day to day capacity management activities
SERVICE DESIGN 5 OF 7
SUPPLIER MANAGEMENT
 Simply Speaking
Supplier Management = Manage Supplier Relationship
& Performance
 OBJECTIVES
Manage supplier relationship & performance

Ensure the Right & Relevant contracts with supplier

Manage the contracts throughout their lifecycle

Create & maintain Supplier Policy, List & Contracts

Database
 Supplier Selection
Requirement of 3rd party supplier

Request Supplier Update

Responses suppliers
records
Manage Suppliers SCD

Select Suppliers

Analyze Supplier Contract with Supplier provides

Capabilities Supplier (UC) Services
 Supplier Contracts Database (SCD)
Contracts categorization
According to Types of services, Contracts Modification/Termination
Owner, expiry date, value etc.
Suppliers performance
Against contract terms
Supplier Contracts
Database
Fresh/Renewed
Contracts
Organizations Supplier Records of
Existing Policy & Strategy Past/Expired
Contracts Contracts
 METRICS

Relevance of contracts in terms of SLM

Performance of suppliers
Accuracy of information in SCD
 ROLES & RESPONSIBILITIES
Supplier Manager
Process owner

Deliver expected supplier performance

Create, establish & maintain SCD

Manage the contracts in conjunction with SLM

 SERVICE DESIGN 6 OF 7
INFORMATION SECURITY MANAGEMENT
 Simply Speaking
ISM = Protect your Data & Information
 OBJECTIVES
To prevent Unauthorized Access (& allow Authorized
Access)

To provide effective security measures at Strategic,

Tactical & Operational organizational Levels

To enable organization to do a business Safely

To comply with Security Requirements as per SLA

 KEY CONCEPTS
Confidentiality, Integrity, Availability, Non-Repudiation

Information Security Policy

Security Analysis & Controls

 Confidentiality
Information is accessible to only those who are authorized to
view it
Integrity
Information, especially while being communicated, is protected
against unauthorized modification
Availability
Information is invulnerable to attacks or is recoverable in secured
way i.e. it is available (only to authorized) when it should be
Non-Repudiation
Sender of information can not deny that information has NOT
been sent by him
 Information Security Policy
A policy of an organization which ensures the
compliance to Information Security Objectives &
Guidelines
Security Analysis & Controls
To Analyze the threats to organizations
data/Information & to eliminate/minimize the
same
To provide security controls (checkpoints) at
various levels so that reduce the impact of security
breaches
 METRICS
Effectiveness of Security Measures / Controls

Number of Security Breaches , Attacks

Business Losses incurred due to security malpractices

Adherence /Compliance to Security Standards

Security Audits reports

 ROLES & RESPONSIBILITIES
Security Manager
Process Owner, Planning for Security
Design & Monitor Security Policy / Analysis / Controls
Oversee entire security aspect of the organization
Overall Improvement

Security Officer
Mediator between Security manager & Customer / Users
Assist Implementation of security policies/measures etc.
 SERVICE DESIGN 7 OF 7
SERVICE CONTINUITY MANAGEMENT
 Simply Speaking
Service Continuity Management = Recover from disaster
Z as per agreed & applicable SLA
 OBJECTIVES
To create & manage IT service continuity & recovery
plans
To reduce potential disaster occurrence
To negotiate & manage necessary contracts with 3rd
parties
Balance SLAs & Cost factors while planning for service
continuity
 KEY CONCEPTS
Business Continuity Strategy
Life Cycle Approach to ITSCM
Assessment of Changes for impact on ITSCM
Dormant Contracts
Negotiated/Compromised SLAs
Regular Testing Ongoing as a part of Lifecycle
approach
 LIFE CYCLE APPROACH TO ITSCM
Initiate ITSCM
Gather requirements
Plan for implementation
Implementation
ORR (Operation Readiness Review)
Mock Testing
Go Live /Sign Off for ITSCM Structure
Ongoing regular testing & updates to ITSCM structure
 POSSIBLE RECOVERY OPTIONS
Do nothing
Manual Workarounds
Reciprocal arrangements (Less Frequently used)
Immediate recovery hot standby (24 hours)
Mirrored business systems on an alternate site
Intermediate recovery warm standby (24-72 hrs)
Similar to immediate but critical systems need to be
recovered and run
Gradual recovery cold standby (72 hrs)
Empty facility with utilities
Fortress Approach
Dormant contracts
Insurance
 Business Continuity Strategy
Aims at reducing risks by developing recovery plan(s) to
restore business activities if they are interrupted by a
disaster
Assessment of Changes for impact on ITSCM
To study & mitigate the impact of any changes in IT
Infrastructure on ITSCM
Dormant Contracts
Contracts with 3rd parties which become active only when
triggered by a disaster
Negotiated/Compromised SLAs
To negotiate appropriate SLAs with customer which will be
applicable only during disaster
 METRICS
Number of shortcomings

Cost to company due to loss if no recovery Plan

Cost in Time, resources and money to restore IT

Services
 ROLES & RESPONSIBILITIES
ITSCM Manager

Owns entire ITSCM process

To manage & upgrade ITSCM Plans