It is typical for every IT company or firm to make the design of their it support services keeping in mind the fair-practice guidance incorporated in the Service Design volume in the Information Technology Infrastructure Library or ITIL. The service design typically addresses how an IT provider should come with a planned solution to appropriately interact with a business its technical environment. As recommended by the ITIL practices, the core design work for any IT provider should be aggregated into one service design package or SDP. Service design packages come in a list of processes which have been stated below.
- Design coordination (It was originally introduced in the ITIL 2011 Edition)
- Service level management
- Service Catalogue management
- Capacity management
- Availability management
- Information security management system
- IT service continuity management
- Supplier management
What is the widely used model?
To define the responsibilities and specific roles in the Service Design of an IT company, there is a typical model that is being widely used nowadays. It is called a RACI matrix that explains these aspects:
“Responsible”, “Accountable”, “Consulted” and “Informed”
Availability management refers to a very crucial process that allows business companies or organizations to successfully sustain the availability of it support services in order to support their business operations only at an affordable and justifiable cost. Following is the list of high-level activities which make up the availability management process in general:
- Realization of availability requirements
- Compilation of availability plan
- Constant monitoring of availability
- Monitoring maintenance obligations
Availability management typically addresses how capable an IT component used by the IT companies is to ensure performance at a desired and agreed level over a particular period of time. So, the following traits must be maintained:
- Reliability that defines the capability of the used IT components to ensure performance at the agreed level under described conditions.
- Maintainability that indicates the capability of the used IT components to stay functional or become restored to be in an operational state.
- Serviceability that signifies the capability for any external IT supplier to ensure an uninterrupted availability of functions or components under a certain third-party contract.
- Resilience indicates the strategy free an IT component from any type of operational failure and an effective measure of having the services in a reliable manner. Redundancy is a popular strategy of resilience.
- Security is the method of maintaining integrity, availability and most typical confidentiality of the data that a particular service incorporates. Availability ensures that the system is consistently available from one end to another
Capacity management is another fundamental process that supports the cost-effective or affordable and optimum provision of it support services by assisting client organizations to match all their IT assets to their distinctive business demands. Following is the list that contains some high-level activities.
- Management of workload
- Management of demand
- Application sizing
- Management of resources
- capacity planning
- Management of performance
Capacity management process stays focused on the overall concept of strategic capacity that entails the following aspects:
- Capacity of personnel including training, staffing and human resources
- Tactical or component capacity
- System capacity
The above aspects are something that all IT providers are subject to comply with in order to establish their reputation as a good provider of Information Technology services.