IT Service Design is a part of the overall business change process. This business change process and the role of IT are illustrated in figure 3.1
One accurate information has been obtained on what is required and signed off, with regard to the changing needs of the business, the plan for the delivery of a service to meet the agreed need can be developed. The role of the Service Design stage within this overall business change process can be defined as:
“The Design of appropriate and innovative IT services, including their architectures, processes, policies, and documentation, to meet current and future agreed business requirements”
It is important that the right interfaces and links to the design activities exist. When designing new or changed services, it is vital that the entire Service Lifecycle and ITSM processes are involved from the outset. Often difficulties occur in operations when a newly designed service is handed over to live running at the last minute. The following are actions that need to be undertaken from the outset of a Service Design to ensure that the solution meets the requirements of the business:
The 8 Service Design Principles
Figure 3.1 The business change process
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