ISO 20000 Service Design Package Template

What is a service design package?

The service design package is a crucial deliverable of the service design phase in ISO 20000. It is a document that contains all the information necessary to design and implement a new service or make significant changes to an existing one. 

The service design package includes a description of the service, the service level agreements, the operational level agreements, the processes and procedures to be followed, the roles and responsibilities of those involved, and the technologies to be used. In short, it is a complete roadmap for a new service's thriving design and implementation.

It contains all the processes, procedures, guidelines, and templates required to design and implement an Information Technology Service Management System (ITSM) compliant with the requirements of ISO 20000.
An SDP typically contains the following:

• Service Level Requirements
• Service Portfolio
• Service Catalogue
• Service Level Agreement
• Operational Level Agreement
• Availability Management Plan
• Capacity Management Plan
• Continuity Management Plan
• Information Security Management Plan
• Problem Management Plan.

General principles of service design

1. Design for service quality: This principle states that service quality should be designed into the service from the beginning. This includes understanding customer needs and requirements and developing service processes and metrics to meet these needs.
2. Design for service scalability: This principle states that a service should be designed to be scalable from the start. This means considering how the service will need to cope with increases in demand and ensuring that the service design can be easily adapted to meet these future needs.
3. Design for service continuity: This principle states that a service should be designed to be resilient and able to recover from service disruptions. This includes designing service processes and systems that can tolerate failures and developing contingency plans to ensure service levels can be maintained during periods of turmoil.

When should a Service design package be produced?

A Service Design Package (SDP) is a set of documents describing all aspects of a new or changed service and how it will be delivered and supported. It is used as input to the Transition Planning and Support process.

The Service Design Package will be produced during the Planning stage of the Service Design Lifecycle. It is produced before the service is designed and built (carried out during the Service Design stage).

The purpose of the Service Design Package is to provide a clear and concise description of the new or changed service and how it will be delivered and supported. This will allow all stakeholders to understand what is required and to provide input into the design of the service.
The Service Design Package should be produced early in the Planning stage to be used as input to the Transition Planning and Support process. The Service Design Package should be a living document that is continually updated as the service is designed and built.

Service Design Process Activities :

Service Design is a systematic approach to improving a Service's overall quality and performance. It is a part of the overall Service Lifecycle and helps in a service's creation, modification, or retirement.
The Service Design process activities can be broadly classified into 4 categories:

1. Service Portfolio Design: This includes service catalog management, service-level management, and business continuity management.

2. Service Level Management: This includes creating and maintaining service-level agreements, measuring and reporting on service levels, and creating service improvement plans.

3. Capacity Management: This includes forecasting future capacity requirements, managing capacity utilization, and managing demand.

4. Availability Management: This includes creating and maintaining an availability plan, monitoring availability, and managing incident response.

5. Service coordination: Service coordination helps ensure that all activities and services are properly aligned. This process is important to avoid duplication of effort, wasted resources, and inconsistencies.
The service coordination process is responsible for ensuring that all activities and services are properly aligned with each other. This process is important to avoid duplication of effort, wasted resources, and inconsistencies.

6. Service catalog: A service catalog describes each service the service provider offers, including the benefits, features, and pricing. It can also contain other information, such as service level agreements (SLAs) and service Level Objectives (SLOs.

7. IT service continuity management: IT service continuity management is a process that helps organizations plan for and respond to disruptions to critical IT services. It is a vital part of the Service Design phase of the ITIL lifecycle. It ensures that interruption to essential services is kept to a minimum and that any disruption is resolved within an acceptable timeframe.

8. Service providers - Service providers use supplier management to procure goods and services that enable the service provider to deliver its services to customers. A supplier may provide one or more services to the service provider.

9. ISMS protects information - ISMS protects data from unauthorized access, use, disclosure, or destruction. The ISMS should also be designed to protect against unauthorized access to or use of organizational assets.

Roles and responsibilities :

The roles and responsibilities involved in the Service design package iso 20000 will vary depending on the size and scope of the project. However, every Service design package should include specific vital roles and responsibilities.

• The Service Design Manager is responsible for leading the Service design team and ensuring that the Service design package meets the customer's requirements.
• The Service Design Engineer is responsible for designing the Service and ensuring that it meets the customer’s requirements.
• The Service Transition Manager manages the Service transition from design to delivery.
• The Service Delivery Manager is responsible for delivering the Service to the customer.
• The Service Operations Manager is responsible for overseeing the operations of the Service.

The roles and responsibilities involved in the Service design package iso 20000 will vary depending on the size and scope of the project. However, every Service design package should include specific vital roles and responsibilities.
The Service Design Manager is responsible for leading the Service design team and ensuring that the Service design package meets the customer's requirements.