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WHAT DOES SERVICE DESIGN PACK CONSISTS OF?

2nd July 2018 by Srini No Comments
We speak a lot about Service Design in ITIL. Service Design is the second phase of the ITIL Lifecycle. The Service Design Package is produced by the Service Designer or Service Design Lead as a way of collating a large volume of information which shows how each Service works, how we plan to monitor it and what we will do if things go wrong. The objective of SDP is to provide Service Management Teams with detailed information of a Service that they need to complete their preparations to manage the transition of new or changed service in-life. Also, try to reduce rework at a later phase of service delivery.

It is essential to understand what the term service means in the SDP as there are different types of things which will use the word service. Let’s first define the word service. A Service is something that customer use to fulfil day to day needs. Service must be broken down into manageable chunks such as Business Services. Technical Services underpin each Business Service, and these Technical Services are the systems and platforms which provide the functionality that enable the end to end service that a customer use.

The Service Design Pack is broken down into four key areas:

  • Service Overview
  • Service Design
  • Managing the Service
  • Supporting the Service
Design is not just what it looks like and feels like. Design is how it works.

-Steve Jobs

A Service Design Package can be either read end to end or can be read in pieces. It is issued as a deliverable during the project lifecycle and signed off by different people at different times. Once completed it is linked to from the CMDB. An SDP will only be changed or updated as on output of another project which introduces a change to the Service.

Let me explain you each section in brief

Service Overview

This section of the service provides a description of what the Service is, who uses the Service and what their experience will be and who is involved in managing and supporting the Service.

Service Design

This section of the document mentions how the service is going to work and is broken down into Service Structure and Service Topology, which help us to understand Business Services and its underpinning Technical Services. Also, this will help to identify the transactional flows and customer journey if appropriately modelled. This level of detail help service manager to understand which part of the customer journey requires monitoring and improvements and feedback the improvements through the CSI process.

Managing the Service

This Section of the document summarises how the Service looks like and what we intend to monitor and report. It explains broadly

  • what is the classification of the service
  • how we measure suppliers/vendors to deliver against the KPI’s
  • the agreed approach to Change Management
  • Configuration Management
  • An overview of Capacity Requirements and Capacity Management
  • Future considerations such as deployment, non-live environments and licenses etc.

Supporting the Service

This section covers what should we do when things go wrong. It details the

  • Support Model and information that underpins it
  • ITSM Tool Foundation Data
  • Incident Management Process
  • Problem Management process
  • Business Continuity and Service Continuity Approach
  • Access and Identity Management
  • Communication of Incidents and Planned Changes
  • Any known issues/errors including workarounds recorded
  • Summary of OPEX budgets planned for the service

CONCLUSION

In short, SDP is an overview of the Service and how brilliantly we are designing and delivering this service by agreeing on customer requirements and stakeholders commitments. I will be explaining the elements of Service Design in details in my next write-up. So keep watching this space.

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