The third in a series of blog posts from Dave Cable, Head of Service Operations here at The Hartree Centre gives us an introduction to service design, transition, configuration management and change management.
In my previous post, I described the key aspects of the ITIL Service Operation area that we have implemented at the Hartree Centre. In this post, I’ll move on to Service Design and Service Transition.
What is Service Design?
The ITIL area of Service Strategy considers all the business requirements for IT services, and from them constructs a high-level view of the range of services to be offered. Service Design turns this high-level portfolio into a set of service specifications for inclusion in the organisation’s Service Catalogue. It takes account of the requirements for information security, availability and capacity. Service catalogue entries also include details of standard service levels (SLA metrics) and provide, where appropriate, pricing information. Note that non-standard service levels may be negotiated with individual customers.
Continue reading “Shaping IT Service Management at The Hartree Centre: Service Design”