Copyright The Art of Service I Brisbane, Australia I Email: firstname.lastname@example.org Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 55 of service design is creating suitable solution for the services, as well as for managing the service.
Service management requires the integration and communication between all processes within the service management system. 5.10 Benefits of Service Design The benefits of an effective service design capability are: • • • • • • • • • • Reduced total cost of ownership (TCO) Improved quality of service Improved consistency of service Ease in the implementation of new or changed services Improved service alignment Improved service performance Improved IT governance Improved effectiveness of service management and IT processes Improved information and decision-making Improved alignment with customer values and strategies These benefits are expounded further in Service Design, pages 4-5. 5.11 Service Design Interfaces with other Service Lifecycle Stages The ITIL framework consists of five lifecycle stages, each represented by a single publication.
The five publications are: • • • ITIL® Service Strategy ITIL® Service Design ITIL® Service Transition Copyright The Art of Service I Brisbane, Australia I Email: email@example.com Web: http://store.theartofservice.com I eLearning: http://theartofservice.org I Phone: +61 (0) 7 3252 2055 56 • • ITIL® SERVICE OFFERINGS AND AGREEMENTS CERTIFICATION KIT—THIRD EDITION ITIL® Service Operation ITIL® Continual Service Improvement Each publication addresses the necessary capabilities of the service provider, enabling the customer’s objectives to be achieved from the perspective of one of the lifecycle stages.combining these perspectives provides a holistic and comprehensive solution for IT service Delivery. Service Strategy The foundation of the service lifecycle is service strategy.
Within this stage, the value of a service to the customer is created and developed to align the service provider’s IT capabilities with the business needs of the customer, including ensuring the organizational structure of the service provider best suits this alignment.
Through service strategy, one can develop a sense of service management as an organization capability and a strategic asset. Service Strategy explores the development of market spaces, the differences between internal and external service providers, service assets, the service portfolio, and how service strategy influences the other stages of the service lifecycle.
From a process perspective, service strategy focuses on building and managing the relationship between the service provider and customer and ensuring that all service requirements are identified, documented, prioritized, and planned into service delivery.
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