Download - Technical Help Desk - Service Design
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Prof. Anjali Mulik
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The design of appropriate andinnovative IT services
Including their architectures,processes, policies anddocumentation,
To meet current and futureagreed business requirements.
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design services to meet agreed business outcomes
design processes to support the service lifecycle
identify and manage risks
design secure and resilient IT infrastructures, environments,applications and data/information resources and capability
design measurement methods and metrics
produce and maintain plans, processes, policies, standards,architectures, frameworks and documents to support the design ofquality IT solutions
develop skills and capability within IT contribute to the overallimprovement in IT service quality.
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new or changed service solutions
with special attentionto service requirements
service management systems and tools, especially theService Portfolio that required to support the service
technology architectures and management systems -used or referenced by the service
processes, roles and capabilities - required to support theservice
measurement methods and metrics - necessary tounderstand the performance of the service
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Processes
Roles
Activities
Vendors
Manufacturers
Suppliers
Technology
Management systems
People
Skills
Competencies
People Products
ProcessesPartners
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responsible for the overall coordination and deployment of
quality solution designs for services and processesService Design Manager:
responsible for the overall coordination and design of therequired technologies, architectures, strategies, designs and plans
IT Designer/Architect:
responsible for producing and maintaining an accurate ServiceCatalogue
Service Catalogue Manager:
responsible for ensuring that the service quality levels are agreedand met
Service Level Manager:
responsible for ensuring that all services meet their agreedavailability targets
Availability Manager:
responsible for ensuring that all services can be recovered in line
with their agreed business needs, requirements and timescales
IT Service Continuity Manager:
responsible for ensuring that IT capacity is matched to agreedcurrent and future business demands
Capacity Manager:
responsible for ensuring that IT security is aligned with agreedbusiness security policy risks, impacts and requirements
Security Manager:
responsible for ensuring that value for money is obtained from allIT suppliers and contracts, and that underpinning contracts andagreements are aligned with the needs of the business.
Supplier Manager:
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Business requirements collection, analysis and engineering toensure they are clearly documented.
Design and development of appropriate service solutions,
technology, processes, information and measurements.
Production and revision of all design processes anddocuments involved in Service Design.
Liaison with all other design and planning activities androles.