Design Service must consider all these aspects when designing new solutions and services to meet the needs of a growing business:
1. Business process: to determine the functional needs of the service provided, for example. telesales, invoicing, orders. credit check.
2. Services: the service itself is delivered to customers and business by the service provider, for example. e-mail address, billing.
3. SLA or SLR: approval documents with the customer who determines the level, scope and quality of services to be provided.
4. Infrastructure: all IT equipment required for service delivery to customers and users, including sewers, circuitry, switches, PCs, phones.
5. Environment: the environment needed to secure and operate the infrastructure, such as power, air-conditioning.
6. Data: data needed to support services and provide information needed by business processes, such as customer records, account ledgers.
7. Applications: all necessary software applications to manipulate data and provide the functional requirements of business processes, such as ERM, Finance, CRM.
8. Support Services: the services needed to support the operation of the services delivered. For example: shared services, managed network services.
9. Operational Level Agreement (OLA) and the contract: the agreement that underlies all that is needed to provide quality service within agreed SLA.
10. Support Teams: Each team provides internal support for the second and third line support for one of the components required to provide services, such as Unix, mainframe, network.
11. Suppliers: external third party is required to provide third and fourth lines to support one of the components required to provide services, for example. network, hardware, software.
Design activities should not only consider each component of the above, but must consider also the relationship between the individual components and their interactions and dependencies of other components and services, in order to provide a comprehensive and effective solutions that meet business needs.
1. Business process: to determine the functional needs of the service provided, for example. telesales, invoicing, orders. credit check.
2. Services: the service itself is delivered to customers and business by the service provider, for example. e-mail address, billing.
3. SLA or SLR: approval documents with the customer who determines the level, scope and quality of services to be provided.
4. Infrastructure: all IT equipment required for service delivery to customers and users, including sewers, circuitry, switches, PCs, phones.
5. Environment: the environment needed to secure and operate the infrastructure, such as power, air-conditioning.
6. Data: data needed to support services and provide information needed by business processes, such as customer records, account ledgers.
7. Applications: all necessary software applications to manipulate data and provide the functional requirements of business processes, such as ERM, Finance, CRM.
8. Support Services: the services needed to support the operation of the services delivered. For example: shared services, managed network services.
9. Operational Level Agreement (OLA) and the contract: the agreement that underlies all that is needed to provide quality service within agreed SLA.
10. Support Teams: Each team provides internal support for the second and third line support for one of the components required to provide services, such as Unix, mainframe, network.
11. Suppliers: external third party is required to provide third and fourth lines to support one of the components required to provide services, for example. network, hardware, software.
Design activities should not only consider each component of the above, but must consider also the relationship between the individual components and their interactions and dependencies of other components and services, in order to provide a comprehensive and effective solutions that meet business needs.
Sumber: Office of Government Commerce (OGC). (2007), ITIL Service Design. United Kingdom for The Stationery Office.
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