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<span style="word-wrap:normal;" id="md-webpage-description" itemprop="description">The aim of [[LP2: Design new or changed services|service design]] is to develop [[Service|service]] solutions that meet the current and future needs of the customers. This includes high-level activities such as identification of customer requirements, definition of service properties, and production of a plan or blueprint for implementing and operating the services.</span>
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<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-service-management/service-design.jpg" title="Service design in YaSM service management"><img srcset="https://yasm.com/wiki/en/img/yasm-service-management/480px/service-design.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-design.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-design.jpg" fetchpriority="high" decoding="async" width="480" height="270" class="mw-file-element" alt="How to design services in YaSM and the ITSM frameworks." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-design.jpg" title="Service design in YaSM service management">Service design</a></b><br />How to design services in YaSM and the ITSM frameworks.</span></figcaption></figure></div></html>

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==Service design in the ITSM frameworks==

All popular [[Service_Management#What_service_management_frameworks_are_available.3F|service management frameworks and standards]] cover the topic of service design.

[[ITIL#ITIL_4|ITIL<sup><small>&#174;</small></sup> 4]] refers to service design as a practice. Its purpose is "to design products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem" [[#ref-axelos-2019|[1]]]. In addition, ITIL v4 introduces service design as a key activity of the [[ITIL#ITIL-4-Service-value-chain|service value chain]].

[[ITIL#ITIL_V3|ITIL V3]] presents [[YaSM_and_ITIL_V3#YaSM_vs._ITIL_Service_Design|service design as the second stage in the service lifecycle]] [[#ref-cabinet-office-service-design|[2]]] that is made up of eight processes:
* Design coordination
* Service catalogue management
* Service level management
* Availability management
* Capacity management
* IT service continuity management
* Information security management
* Supplier management.

In [[VeriSM]]&trade;, we find [[VeriSM_and_YaSM#VeriSM_stage_1:_Define|service design as a high-level stage]] of the VeriSM model.

And finally, [[ISO 20000]], the international standard for [[Service Management|service management]], includes specific requirements for the planning and design of new or changed services.

==Service design process in YaSM==

The [[What_is_YaSM|YaSM]] service management model translates the guidance from the various ITSM frameworks into a streamlined service design process. In fact, service design according to YaSM is quite straightforward. It gets triggered by the [[LP1:_Set_the_strategic_direction|strategic process]] once a decision has been made that a new service is to be developed.

The [[LP2:_Design_new_or_changed_services|service design process]] includes the following sub-processes:
* [[LP2:_Design_new_or_changed_services#LP2.1|Define the required service properties]]
* [[LP2:_Design_new_or_changed_services#LP2.2|Design required service and SMS components]]
* [[LP2:_Design_new_or_changed_services#LP2.3|Outline the implementation approach]]
* [[LP2:_Design_new_or_changed_services#LP2.4|Prepare the service implementation]].

For each sub-process, YaSM provides a detailed template that describes the process activities, roles, inputs and outputs.

In addition, the YaSM model contains document templates for the key outputs from the service design process:

* the [[LP2:_Design_new_or_changed_services#Service-definition|service definition]] defines the properties of the services to be created
* the [[LP2:_Design_new_or_changed_services#Service-implementation-blueprint|service implementation blueprint]] identifies the capabilities required for providing the services, such as technical infrastructure, processes, etc., and outlines the approach to creating these capabilities.

All of this is quite straightforward. You can find a complete [[LP2:_Design_new_or_changed_services#Process_description|description]] of the service design process according to YaSM here in the Service Management Wiki, including definitions of the [[LP2:_Design_new_or_changed_services#Sub-processes|sub-processes]], details about the [[LP2:_Design_new_or_changed_services#Process_outputs|process outputs]], and a [[LP2:_Design_new_or_changed_services#Roles_and_responsibilities|RACI matrix]].

==Video==

<html><figure class="mw-halign-right" typeof="mw:File/Thumb"><a href="https://yasm.com/en/videos/service-definition-yasm-service-design" title="Start the video: Service design in YaSM"><img srcset="https://yasm.com/en/content/videos/service-definition-yasm-service-design/480px/yasm-service-definition-service-design.jpg 480w, https://yasm.com/en/content/videos/service-definition-yasm-service-design/yasm-service-definition-service-design.jpg 1280w" sizes="100vw" src="https://yasm.com/en/content/videos/service-definition-yasm-service-design/yasm-service-definition-service-design.jpg" decoding="async" width="480" height="270" class="mw-file-element" alt="Video about the service design process: Vaguely defined services can't be managed." /></a>
<figcaption><span style="font-variant:small-caps;"><b><a href="https://yasm.com/en/videos/service-definition-yasm-service-design" title="Start the video: Service design in YaSM">Start the video: YaSM service design</a></b></span></figcaption></figure>

<p style="margin-top: 10px; word-wrap:normal;">In this video you'll learn more about why service definitions are so useful and how they play a key role in YaSM service management.<br />
(From our video series "The simple principles of good service management").</p>
<p>Watch the video:</p>
<p style="padding-left: 15px;">&#11208;&nbsp;<a href="https://yasm.com/en/videos/service-definition-yasm-service-design" title="Start the video: Service design in YaSM">Vaguely defined services can't be managed</a> (8:03 min.)</p>
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==Related pages==
* [[Service Management Processes|YaSM service management processes]]&nbsp;&nbsp;&#10132;&nbsp; [[LP2: Design new or changed services]]
* [[YaSM_and_ITIL#|ITIL 4 practices and YaSM processes]]
* [[YaSM and ITIL V3]] &nbsp;&nbsp;&#10132;&nbsp; [[YaSM_and_ITIL_V3#YaSM_vs._ITIL_Service_Design|YaSM vs. ITIL service design]]

==External links and references==
<span id="ref-service-design">[a] IT Process Wiki - ITIL Service Design. -- S. Kempter: IT Process Wiki, "[https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Design ITIL Service Design]. - IT Process Maps; Lindau (Bodensee), Germany.</span><br />
<span id="ref-axelos-2019">[1] AXELOS, 2019. -- AXELOS: ITIL<sup><small>&#174;</small></sup> Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, 2019.</span><br />
<span id="ref-cabinet-office-service-design">[2] Cabinet Office, 2011. -- The Cabinet Office: ITIL<sup><small>&#174;</small></sup> Service Design (2011 Edition). - The Stationery Office; London, UK, July 2011.</span>
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<html>By:&#160;&#160;Stefan Kempter&#160;<a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.
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