r - ITIL v3 Service Operation Design Guidelines

r - ITIL v3 Service Operation Design Guidelines - ITIL...

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Unformatted text preview: ITIL Design Guidelines Part 4 – ITIL Service Operation Paper Overview Purpose This paper briefly describes the concept of using guidelines when designing ITIL services. It then presents a starter set of design guidelines that can be used by IT Service Management Implementation teams. Contents This publication contains the following topics: Topic See Page Paper Overview 1 Understanding Design Guidelines 2 Design Guideline Examples for ITIL Service Operation 9 Understanding Design Guidelines Overview Introduction The following section provides some basic background on what Design Guidelines are and how to use them. Contents This part contains the following topics: Topic See Page Design Guidelines Defined 3 Components of a Design Guideline 4 Examples of Design Guidelines 6 Examples of Poorly Constructed Design Guidelines 7 Examples of Design Guideline Categories 8 Design Guidelines Defined Introduction The following section defines Design Guidelines within an ITIL context and lists their key attributes. Definition Design Guidelines: • Are statements about how IT Services should operate. • Support the IT Service Management Vision. • Are critical statements of direction that will have major impact on how IT services should be designed and operated. • Should be clearly understood and communicated both internally and externally to IT Services. Derivation These Guidelines are derived from: • Basic beliefs • Experience • Priorities • Underlying culture within a business organization • People involved with the delivery of IT Services. Components of a Design Guideline Introduction As an early activity in IT Service Management implementation, consider each guideline in isolation. The underlying rationale for advancing each guideline with its resulting implications and impacts should be agreed to and documented. Describing Guidelines Each guideline has three parts, which are described below: • Statement • Rationale • Implications Statement This consists of a single sentence that states the guideline. Example: We will let our customers know the key services we offer them and who is accountable. Rationale This lists reasons why the guideline should be accepted by the business. Considerations include: • Why should the organization do this? • What business benefits does this guideline advance? • What characteristics can be used to defend the guideline? Examples: • Will provide clear accountability for the service. • Will provide service clarity for the customer. Continued on next page Components of a Design Guideline, Continued Implications This lists areas of impact to business and IT units as a result of operating with the guideline....
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r - ITIL v3 Service Operation Design Guidelines - ITIL...

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