Customer Reviews

Service Design Book (Itil)

5 star:		(1)
4 star:		(2)
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I was on the first ISO 20000 course that was conducted in the Southern Hemispehere and the second in the world. The course instructor was Colin Rudd and since my first meeting with him in 2004 I have only had positive things to say.

Colin's and Vernon's experience lends itself perfectly to this part of the ITIL v3 Service Lifecycle.

The introductory section mirrors that of other publications in the lifecycle (but that is to be expected), before a 25 page section on the Service Design principles.

In the SD principles the authors reveiw aresa such as balanced design, design aspects and design constraints. The process model covered on page 43 is a good expansion on the simplistic model that was defined in ITIL v2.

The comes the Service Design processes. Service Catalog Management, Service Level Management, Capacity, Availability, IT Service Continuity, Information Security and Supplier Management.

It is fair to say that each process is not covered differently than it was in ITIL v2. The information given really is a cross between the fine detail of ITIL v2 and the conceptual suggestions of ISO 20000.

The book ends with discussions on technology aspects of Service Design, how the functions of this element of the lifecycle should be arranged and finally the ever present risks and challenges that face the implementation team.

Clear explanation of main Service Design components like Service Catalog, Availability Management, etc. Recommended.

cons: Often repetitive and lacks clear practical examples.

A lot of work has gone in developing ITIL v3 's Life cycle management - and it shows. This title is one of 5 in the core set and the one that has been the missing link in ITIL v2.