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It's All About Relationships: What ITIL Does Not Tell You by Kathy Mills, Suzanne Van Hove

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Service Design (SD)

Purpose

Take a holistic view of Service Design (e.g. Service solution, architecture, processes, policies, metrics, etc.) in order to achieve the defined Strategy, value requirements, and business outcomes.

Objectives

• “Get the design correct the first time,” meaning minimal retroactive improvements (i.e. poor requirements gathering) over the lifecycle of the Service.

• Design to aid continual improvement caused by changing technologies, business direction, etc.

Lifecycle stage (…)

Input from SD to …

Output from … to SD

Service Strategy

• Input to business cases and the ServicePortfolio

• SDPs

• Updated Service models

• ServicePortfolio updates including the Service Catalogue

• Financial estimates and reports

• Design-related ...

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