ITIL - Service Design Overview


Service Design is an integral part of ITIL. This chapter talks about this in detail.


Service Design provides a blueprint for the services. It not only includes designing of a new service but also devises changes and improvements to existing ones.

It also let the service provider know how the design capabilities for service management can be developed and acquired.

Service Design Activities

Balanced Design

It is necessary for services to be adaptable to changing business requirements on dynamic basis. For this, a balance must be maintained between the following three factors −

  • Functionality with the required quality

  • Resources i.e. staff, technologies, and available finances

  • Timetable

Aspects of Service Design

Service Design focuses on the following aspects −

  • IT Services designed to meet business objectives.

  • Services designed to be both fit for purpose and fit for use.

  • Cost of ownership planned to achieve return on investment.

  • Balanced functionality, cost and performance.

  • More stable and predictable IT services.

  • Potential risk mitigated, so the IT service is protected from security threats.

  • Design technology architectures, management architectures, and system management tools.

  • Design of the measurement systems, methods, and metrics for services, processes, architectures and underlying components.

  • Design of the service solution including all agreed functional requirements, resources and capabilities.

Service Oriented Architecture

Service Oriented Architecture (SOA) refers to developing independent usable services. SOA is defined by Organization for the Advancement of Information Structured (OASIS). SOA provides more flexibility through modularity.

Prerequisites for SOA approach

The prerequisites required for implementation of SOA approach are as follows −

  • Definition of services

  • Clarity regarding interfaces and dependencies between services

  • The application of standards for the development and definition of services

  • Use of broadly-based technologies and tools.

Service Design Processes

The following table describes several processes in Service Design −

Sr.No. Process & Description

Design Coordination

It deals with maintaining policies, guidelines, standards, and budget for service design activity.


Service Catalogue Management

This process is responsible for designing service catalogue containing service specific to the customer for which they are willing to pay.


Service Level Management

The goal of this process is to ensure that quality of the services meet provisioned quality agreement


Capacity Management

Capacity Management ensures optimal and economic usage of existing resources and future capacity requirement planning.


Availability Management

Availability Management ensures the operative services meet all agreed availability goals.


IT Service Continuity Management

This process ensures continuity of IT services regardless of any disaster occurs.


Information Security Management

This process ensures confidentiality, integrity, availability of data.


Supplier Management

This process ensures supplier relationship & performance and also ensures management of right and relevant contracts with supplier.