IT Service Management, 3rd Edition

3 SERVICE DESIGN

INTRODUCTION

Once an organisation has determined the IT strategy it wishes to pursue, it uses the service design phase of the lifecycle to create new services which service transition then introduces into the live environment. In so doing, service design aims to take the necessary steps to ensure that the new service will perform as planned and deliver the functionality and benefits intended by the business. This principle is at the heart of the ITIL approach and is why the majority of the service design processes are focused on operational control:

• service catalogue management;
• service level management;
• capacity management;
• design coordination;
• availability management;
• IT service continuity management;
• information security ...