Ingeniero

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Service Design

London: TSO

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iii

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Contents
List of figures

v

List of tables

vii

57

4.1

Service Catalogue Management

60

Service Level Management

65

viii

4.3

Capacity Management

79

ix

4.4

Availability Management

97

4.5

Chief Architect’s foreword

Service Design processes
4.2

OGC’s foreword4

IT Service Continuity Management

125

Preface

x

4.6

Information Security Management

141

Acknowledgements

xi

4.7

Supplier Management

149

1

Introduction

1

1.1

Overview

4

1.2

Context

4

1.3

Purpose

8

1.4

Usage

8

2

Service Management as a practice

9

2.1

What are services?

Service Design fundamentals

6Requirements engineering

167

Data and Information Management

176

5.3

Application Management

180

Organizing for Service Design

187

6.1

Functional roles analysis

189

6.2

Activity analysis

190

6.3

Skills and attributes

190

6.4

Functions and processes across lifecycle 12

2.4

165

5.2

11

2.3

Service Design technology-relatedactivities
5.1

11

2.2

3

What is Service Management?

5

Roles and responsibilities

190

13

Service Design principles

21

3.1

Goals

25

3.2

Balanced design
Identifying service requirements

27

3.4

Identifying and documenting business
requirements and drivers

3.5

Technology considerations

199

25

3.3

7

7.1

201

7.2

8Service Design tools
Service Management tools

203

Implementing Service Design

207

8.1

Business Impact Analysis

209

28

8.2

Service Level Requirements

209

Design activities

29

8.3

Risks to the services and processes

209

3.6

Design aspects

30

8.4

Implementing Service Design

210

3.7

The subsequent design activities

46

8.5...