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Service Design Phase Overview

The Service Design phase of the ITIL® Service Lifecycle is concerned with the design and development of IT services to ensure that they effectively meet the customers’ needs. The design of the services should always utilize the newest and most effective technology in order to offer cost-effective services. Effective monitoring at this phase makes certain that service delivery is consistent and the quality of service is maintained. There are eight key processes in the Service Design phase:

  • Design Coordination – This process is primarily focused on meeting the objectives in the Service Design phase through a distinct area of coordination. These actions are designed to maintain objectivity.
  • Service Catalog Management – The Service Catalog provides a comprehensive information base for all the IT services offered by the service provider.
  • Service Level Management – Service Level Management involves documenting the different IT service targets for the business. In addition to documentation, monitoring is done to ensure agreed service targets are met.
  • Capacity Management – Capacity Management is focused on the business’ necessary capacity to cost-effectively meet and exceed current and future business requirements. A key objective in this process is to ensure the resources needed to conduct all the activities in the Service Lifecycle are well thought-out in the Service Design phase.
  • Availability Management – Availability Management manages the availability of the components and resources related to service provision. This process concentrates on optimizing and improving the availability of IT services and their supporting activities.
  • IT Service Continuity Management – ITSCM introduces risk reduction methods and IT service recovery options. This process is important as it helps to preserve and recover IT services in the event of a service outage.
  • Information Security Management – This process addresses the IT security of the business during the delivery of services. It enforces security measures that keep sensitive and confidential information exclusively available to those who are authorized to view it.
  • Supplier Management –The Supplier Management process confirms that value for money is received from the suppliers of the business and that they adhere to their contractual agreements with the organization.

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