Key Processes within ITIL Service Design
In Service Design publication there are several processes and activities defined. All of them co-operate with each other. It is important to keep all of them in mind when taking service desing into consideration.
Service Catalogue Management (SCM)
According to itSMF the purpose of Service Catalogue Management is to provide a single, consistent source of information on all the ageed services, and ensure that it is widely available to those who are approved to access it. It is very simillar to the change management database from itil v3, because SCM is a central source of information about services delivered by a service provider.
Service Level Management (SLM)
This process is to ensure that all the services provided are on tha appropriate level of quality. The main role for this process is to negotiate and then document with business measurable service targets. Also it monitors and presents reports on delivery performance and basically the level of service. Service Level Agreements (SLA) as well as Operational Level Agreements and Service Improvement Plans are the part of Service Level Management process.
Capacity Management
Its main goal is to ensure that IT capacity resources meet demand for services provided. Capacity Management includes service and component capacity management across service lifecycle.
Other processes within ITIL Service Design are:
source: ITIL Resources
published: 2009-02-12 09:43:39