ITIL

ITIL Service Design

The ITIL Service Design volume is the second of five books in the Information Technology Information Library (ITIL). It focuses on the service design lifecycle stage of IT service management. Overall, this was a great book for those people who work on the design of IT services.
The first three chapters of the volume prepare the reader by covering an introduction to ITIL, an overview of IT service management, and the basic principles of service design. Many of these topics are those covered be the ITIL Foundation course; however, additional detail in provided in terms of the basic principles of service design. There is a great deal of very good emphasis on the five service design aspects. I found this to be especially helpful.

As with the other ITIL volumes, chapter four is rather long. It covers the eight processes that make up the service design lifecycle stage. The processes include Design Coordination, which is the umbrella process for providing management and control over the other seven design processes; Service Catalogue Management, which provides guidance on the creation and use of the service catalogue portion of the overall service portfolio; Service Level Management, which covers aspects of Service Level Requirements, Service Level Agreements, Operational Level Agreements, and Underpinning Contracts; Availability Management, which ensures consistently availability of IT services under normal operating conditions; Capacity Management, which ensure that enough of the IT services is available when needed; IT Service Continuity Management, which ensures availability of IT services under abnormal operating conditions and disaster recovery; Information Security Management, which provides guidance regarding the confidentiality, integrity, and availability of information; and Supplier Management, which provide guidance regarding the management of vendors and suppliers.

The remaining five chapters serve as a framework for service design technology-related activities; the ways in which to organize for service design; technology considerations; how to implement service design in an organization; and possible challenges and risks in service design, as well as the critical success factors in service design.

In addition to these nine chapters, there are also 15 appendices that offer examples of templates and other guidance for implementing service design. These are great additions and should be read with as much interest as the rest of the volume. For anyone interested in effective IT service design, this volume would be a great addition to your library.

Scott Fabel

Scott Fabel is a senior corporate training consultant with Computer Aid, Inc. He has over 18 years of experience working with various Fortune 1000 companies on Help Desk Implementations, Microsoft Technologies, Business Analysis, and Project Management. This includes both consultative services and customized training programs. He is HDI certified, PMP certified, CBAP certified, and a MCT. Scott has been teaching others business skills, professional skills, and technical skills for more than 13 years. He is a faculty fellow at the University of Delaware and is currently pursuing his doctorate in education for which his dissertation will focus on the benefits of corporate training and mobile learning. He speaks three languages and was recently inducted into the International Martial Arts Hall of Fame. His communication skills, combined with his martial art skills, provide him with a unique combination for keeping his sessions informative, lively, and interactive.

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