Posted: Sat Jan 05, 2013 2:41 am Post subject: Five aspects of Service Design
I would like to check whether any one is able to provide a clear definition of what the five aspects of service design in reality mean. I know the five points (service solutions, processes, architecture, management information systems, methods and metrics), but what do they actually refer to?
Does it mean that if I am designing a new or revised service, e.g. a payroll service, I need to holistically consider EACH of the five aspects that is,
i) I have to design the service solution per se,
ii) consider whether existing processes fit with the new service or whether I need to compile new ones
iii) determine whether any capacity/availability or other issues with architecture may arise with the new payrol service,
iv) determine whether my service management tools are able to interact with the new service
v) check how I will be monitoring performance (metrics) for the upcoming/revised payrol service.
Is that right? Is ITIL saying that I should NEVER look at one aspect in isolation but ALWAYS get a view on all five every time I am designing afresh or reviewing an existing service?
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Sat Jan 05, 2013 4:01 am Post subject:
Leaving ITIL aside, why would you not perform these 5 steps? They seem obvious and essential. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
John, thanks and agreed. Yet for certification purposes, specifically Service Design Intermediate, I wish to determine whether my understanding of the aspects is correct and not whether (if) they should be followed word by word in real life situations.
Joined: Sep 16, 2006 Posts: 3553 Location: London, UK
Posted: Sun Jan 06, 2013 1:59 am Post subject:
Certification for what ? There is no such animal as ITIL Certification for Service Design - beyond the individual...
FOr a company, Certification for IT Service Management is ISO 20000.
It consists of statements such as SHALL and SHOULD. As in you SHALL have a document process. You should have used off white paper.
NOTE: above are not representative of ISO 20K
In order to meet ISO Certification for a specfic service, you have to have all 16 processes in place that meet the criteria and the service can be very narrow or broadly defined.
If you are at the stage of only doing Service Design. .. .pardon the phrase
forget the eff out of Certification... you are not even 1/3 the way there.
In addition, the certification does not care HOW you do it as long as it is documented and it effing works for you and it fits within the defined process
Quit being so hesitant in implementing the process that you have indicated. Quit asking other people about whether your process is fit for purpose - unless they actually work for the same organization, how the Eff would any of us know whether it works for your org.
Do I think you are on the right track .. yes
Do I think you will make errors... yes
Do I think you will learn from the errors you make and make adjustments in the processes where the mistakes are most noticeable... hope so. that is called experience and learning
Do I think you should GFDI or JFDI... absolutely.... (Go/Just F.. Do it)
Now one last point... is this is an exercise for studying rather than a real world situation ?
I ask this becasue of Service Design Intermediate comment you posted --- WTF is that ?
-----------------enough of snarling ----------------------
IT Service Management is not merely Follow-the-Book sort of action. The individual in IT SM has to make decisions based on his/her learned knowledge (course work, books etc) and his / her experience using the aforementioned knowledge. The individual also has to have the thick skin and backbone to make a decision and implement the decision and also admit if it is wrong and work to fix it. That is the difficult part.
You need to present your process design (new, updated, etc) to those who will do the work you have designed and get their input.. other wise how do you know if it works or not _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Although I agree with John, to reassure you - yes your understanding of the 5 aspects is correct (ie agrees with ITIL guidance) _________________ Liz Gallacher,
Accredited ITIL and ISO/IEC20000 Trainer and Consultant - Freelance
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