Wednesday, January 27, 2010

Service Design

In order to meet the current and future business requirements, Service Design provides guidance on the production and maintenance of IT policies, architectures, and documents for the design of appropriate and innovative IT infrastructure service solutions and processes.

Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:

- Service design objectives and elements
- Selecting the service design model
- Cost models
- Benefit/risk analysis
- Implementing service design
- Measurement and control

Brief Table of Contents:
Service Management as a Practice
Service Design Principles
Service Design Processes
Service Design Technology-related Activities
Organizing for Service Design
Technology Considerations
Implementing Service Design
Challenges, Critical Success Factors and Risks
Appendix A: The Service Design Package
Appendix B: Service Acceptance Criteria (Example)
Appendix C: Process Documentation Templates (Example)
Appendix D: Design and Planning Documents and their Contents (Example)
Appendix E: Environmental Architectures and Standards
Appendix F: Sample SLA and OLA
Appendix G: Example Service Catalogue
Appendix H: The Service Management Process Maturity Framework
Appendix I: Example Contents of a Statement of Requirement (SoR) and/or Invitation to Tender (ITT)
Appendix J: The Typical Contents of a Capacity Plan
Appendix K: The Typical Contents of a Recovery Plan

File size: 9.5 MB
File type: PDF (Scanned)