IT-service blueprint by using ITIL

[zhihaoweng]

Hallo everybody, i am newer in the range of ITIL. Now, I am working on IT-services blueprint for my company. I want to know, whether there is a standard methods or phases to implement this blueprint. I read 3 books (red,blue and green) about ITIL. But i always don't konw, where i should begin to implement this blueprint.

Thank you very much in advance!

[mcardinal]

Service (Blueprint) Design is one area in which the ITIL books are weak. Version 3 promises to expand this discipline. In the meantime here is a simplified process to follow:

-->Identify your customers
-->Identify their needs or requirements
-->Build a model or blueprint starting with the customer and moving towards the back-end technology
-->Choose one business product or service; identify the processes needed to produce the product or service; decompose the process into smaller and smaller steps; eventually you will find a level that crosses over to technology
--> Decompose the technology into a hierarchy of Configuration Items
--> Determine the level of the blueprint you wish to manage to; build agreements to manage from that layer up to the customer.

Hope this helps

Michael

[rjp]

A couple of things to compliment macardinal's post:

The Service Level Management chapter lists some of the problems you may encounter. Of particular significance (I think) is "monitoring of pre-SLA achievements" and the need to come to an agreement with you customers as to what that achievment actually is.

If you do not get an agreement over where you are starting it will be uphill from there.

I would say that, by going throuhg mcardinal's steps, you will put yourself in the position of being able to produce a draft version of a Catalogue of Services.

Note Section 4.4.1 of the red book (Service Delivery)