Business Solutions through IT Service Design (for IT Startups)

ITSM Design and practices for IT
Startup company
Business solutions for an IT start-up company
through ITIL V3
Service Design Practices
By Shanthi Kumar V, IT Management &
Practices Consultant
Contact: vskumar35@gmail.com

What are the sub-processes for Service Design ?
Following sub-processes can help while adopting the service design of the
ITIL V3:
Note: In the next slide you can see these in a graphical chart.
•Design co-ordination
•Service catalog management
•Service level management
•Risk management
•Capacity management
•Availability management
•IT Service continuity
management
•Information security
management
•Compliance management
•Architecture management
•Supplier management
This document is a partial preview. Full document download can be found on Flevy:
http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847

An example for Design
Co-ordination
Example/Scenario:
Note: In the next slide, Continued the example.
Let us assume, you have the .NET & Java technology services.
Now you need to make them as offerings.
You need to demonstrate the resources capabilities.
You need to differentiate their skills, experiences and the roles they can
play.
And also you need to evaluate the .NET/Java services globally where
all you can market and select those location based customers to
demonstrate the services.

An example for Design
Co-ordination
Continued Example/Scenario:
Note: In the next slide, you can see service catalogue management.
Those are related to the new technology services offering,
identifying the market and customer demand by using the
support from IT steering group, etc. need to be planned and
co-ordinated for design.
So, all these functions need to be co-ordinated while applying this
sub-process of Service design.
The more effective and integrated co-ordination is applied with the
relevant working groups, this way the designed services can be sold
to the customer very faster as a team.

An example for Service catalogue
management
The BRM can collect the needed services from the customer
and make sure it can be included in the new catalogue and the
demand manager is aware of it.
There can be lot of identified new services included in the catalogue
with reference to the Steering group advises.
So during services design c-ordination we have considered the
examples of different services.This document is a partial preview. Full document download can be found on Flevy:

Service level management[SLM]
The Service level management sub-process plays a vital role
for the IT operations while running the business with
customers.
Its purpose is to ensure the current and planned IT services are
delivered to the agreed and achievable targets.
The SLM is also responsible to show the continual service
improvements.
Note: In the next slide, The example is given.
Definition:

Example for Service level
management[SLM]
There are couple of agreements need to be entered during the
SLM initiation for a customer.
Service level agreements [SLAs] are negotiated with the business
owners [of customers] as per the ITIL process
As mentioned in the Example/Scenario the SLAs can be operated.

Example for Service level
management[SLM]
Note: In next slide, Continued the example.
There are hardware and software vendors.
You might seek their support for hardware and software provision to
execute the project.
Depends on the project requirements, sometimes you might need a
technical training from different training companies.

Example/Scenario:
Example for Risk Management
Note: In next slide, you can see the continuation of example on Risk Management.
The threats can be; attacking the network by virus.
It can break the network and the services operation can fail.
Your SLA’s terms are violated now.

Capacity management
Continued Definition:
The capacity management is considered as a vital role
throughout the life cycle; as part of service strategy.
The capacity requirements for a new service are considered as part of
the service evaluation to ensure the service is meeting the real need
of the customer.
During the design the service is engineered to cope up the demand
and to be flexible enough and to be able to adjust to meet the
changing capacity requirements.
Note: In next slide, you can see the example of Capacity Management.

Example/Scenario:
Example for Capacity Management
You can not charge to the customer while demonstrating the
POCs, which is a part of your company’s pre-sales activity.
You are supposed to educate them on your capabilities
competitively to get the business with this activity.
Hence your investment cost need to be measured in this case
under strategic business requirements.
Note: In next slide, you can see the definition of Availability Management.

Example/Scenario:
Example for Availability Management
Additional efforts need to be spent by the resource after the
network is available or restarted the IT services.
There is a possibility, the customer CSAT also can reduce with
these interruptions.
Basically there should be a role that can monitor or assess the
risks on services availability while trying to sustain the IT services
retention.
Note: In next slide, you can see the definition of IT service continuity
management [ITSCM]

Example/Scenario:
Example for ITSCM
As we have been discussing on the network failures due to
virus attack. These kind of technical failures mitigations need
to be assessed in advance.
Please note you also need to get the list of the risks mitigations
from the project resources, so that they will also have the
responsibility to prevent the services disruption to the customer’s
business continuity. Ultimately, their efforts are also can be in a
fruitful way towards their task completion on time.
Note: In next slide, you can see the continuation of the example of
Availability management.

Example/Scenario:
Example for ISM
It is the fundamental responsibility of the IT organization to
follow the ISM, before they offer the services to any client.
Across the projects this need to be applied as a thumb rule
on a continuous and constant basis.
The relevant education need to be provided to the resources as
per the customer projects and their assets protection.
The ISM process is responsible to produce and maintain the
Information security policy [ISP] in the company. This policy
document should be available to all the IT Staff, customers, and
the users.
Note: Note: In next slide, you can see the example of Information Security Management.

Example for ISM

Architecture management
Definition:
This process helps in defining the blueprint of the future
development of the company’s technical infrastructure,
considering different aspects on new technologies, market
demand or directions and service strategy.
The Capacity management also needs to work closely with
this process step.
Note: In next slide, you can see the example of Architecture management.

Example/Scenario:
Example for Architecture management
Note: Note: In next slide, you can see the continuation of example of Compliance
management.
.
You need to have a technical infrastructure to prove any kind of
Proof of concept [POC] project to the customer.
Before applying these POCs’ we need to test these tasks or
services in the company’s premises through the competent
resources.
Hence the Architecture management plays a vital role to
demonstrate the services designed towards the services of the
customers.

Note: In next slide, you can see the Service design organization.

The roles required for Service design
Note: In the next few slides you can see the functions of the roles.
Application manager
Capacity manager
Availability manager
Compliance manager
Enterprise architect
Information security manager
Risk manager
IT Service continuity manager
Service Catalogue manager
Service design manager
Service level manager
Service owner
Technical Analyst
Supplier manager
ITIL recommends the following functions or roles to
implement and manage the service design:

The Application manager
Example/Scenario for Application manager role:
We have seen many ITIL processes and sub-processes. To implement
these steps, we need to have the automated process applications.
It means the relevant software applications need to be built within the
organization to meet the compliances of all the sub-processes and the
relevant policies and procedures.
Using these applications the service provider should be able to generate
the periodical performance metrics. And can see the progress of the IT
services along with the improvements.

The Availability manager
Availability manager:
As we have seen in the availability management sub-process, the
availability manager need to make sure in defining, analyzing,
planning, measuring, and improving all aspects of the availability of
IT services.
This manager also need to make sure for ensuring the entire IT
infrastructure, processes, tools, and roles are appropriate for the
agreed service level targets towards their availability.
The SLA terms need to be followed while planning the services
availability.

The Compliance manager
Example/Scenario for Compliance manager role:
This manager is overall responsible to the operations of the compliance
management.
The NCs [Non-compliances] need to be identified and make sure the
relevant process improvements are being followed to close the NCs.
The NC prevention is an activity, need to be planned and executed.

The Information security manager
Information security manager:
Please refer to the contents mentioned in ISG.
The information security management role is accountable for
ensuring confidentiality, integrity and availability of an
organization’s assets, information, data and IT Services.

The Risk manager
Example/Scenario for Risk manager role:
As mentioned in risk management scenario, the virus attack may be one
small example.
There are so many ways the threats can occur in technical areas and non-
technical areas. Hence the risk management is better to list the risk
mitigations for different assets in advance.
By using the identified list of risks, the possibility of their vulnerability
and the contingency plans need to be applied pro-actively.
When the risks mitigation and contingency plans are ready they should
be intimated to the relevant project teams and coach them more on the
contingency plans to achieve the productive results. This way the SLA
terms are also being met by the teams to meet the targets.

The IT Service continuity manager
Example/Scenario for IT Service continuity manager:
Apart from the technical disasters like; server crashing, network failure there
can be natural calamities also [if you observe globally].
This role need to plan such cases also, by predicting them and showing a
contingency plans to continue the IT services. If we could recollect, there are lot
of outsourcing companies offer the same projects from different locations also
to demonstrate their contingency plans during the disaster cases. So the
customer can have compliance to their SLAs from these vendors if any disaster
happens their business continuity can be there.
Hence the ITSCM need to work closely with the Risk management team to plan
the services continuity. This team also needs to make sure, in view of the
internal team support the OLAs are clear against to the SLAs. Similarly the UCs
also. So that we can ensure, all these terms and conditions are integrated in
meeting the SLAs.

The Service design manager
Service design manager:
If we recollect all the above functions, the IT service provider
needs to perform different roles to initiate new services. After
initiation, a service design needs to happen.
The role of Service design manager is for producing quality, secure
and resilient designs for new or improved services. This role has
responsibility to produce and maintain the documentation also.

The Service level manager
Example/Scenario for Service level manager:
Recollect the examples mentioned in the Service level management.
This role need to make sure the timely services availability, meeting the
SLAs targets, OLAs targets, UCs contractual terms are meeting and the
relevant infrastructure on-time availability.
Depends on the identified gaps in the services, the continual service
improvements are happening for the business continuity.

The Technical Analyst
Technical Analyst:
As we I have been mentioning the importance of the capacity management
and the setup of Center of excellence [COE], there are several technical areas
and their competencies need to be setup while planning for IT services.
The capacity management needs different Technical analysts to support those
activities. The technical analyst role provides technical expertise and support
to the management of the IT Infrastructure.
Depends on the size of the capacity management or their needs, there can be
one or more than one or a team of technical analysts in one technical area.
This role plays as key contributor in the technical aspects of services
designing, testing, operating and improving the IT services in a particular
technology area. This team is also responsible to build the required skills to
operate the IT infrastructure.

The Supplier manager
Supplier manager:
The supplier manager is responsible to ensure the value for the money
is obtained from all the suppliers.
This role also needs to make sure the supplier is meeting Underpinning
contract [UC] commitments timely to continue the business without
interruption.
Example/Scenario for Supplier manager:
Let us recollect the discussed examples related to the UCs during service
continuity management roles.
The UCs verification and making sure the suppliers are intact with the timely
business requirements is very essential to this role.

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