ITIL Foundation Primer Part 2: Service Composition

ITIL Service Composition Diagram

 

Definitions: Service Assets: Resources & Capabilities
Resource: IT equipment / infrastructure, people, money or anything else that helps to deliver the service. Resources are assets of the organisation.
Capability: The ability of a service organisation, person, process, application or IT service to carry out an activity. Capabilities are intangible assets such as management, organisation, process, knowledge and peoples skills.

The diagram above shows all the elements that come together to create an IT Service.  These are detailed below.

  1. Business Processes: Examples include Order Entry and Credit Checking
  2. Service: The service being delivered to customers for example Billing
  3. Service Design Package (SDP): A package of documents defining all aspects of a service and its requirements through each stage of its lifecycle.
  4. Business Case: The justification for the service investments and expenditure
  5. Service Level Agreements (SLAs) and Service Level Requirements (SLRs): Set out the level, scope and quality of the service that is to be provided.
  6. Infrastructure: All the IT equipment required to deliver the service.
  7. Environment: When the IT equipment is securely implemented, typically data centres, machine rooms, power, cooling etc.
  8. Data: The data required to provide the service. For example customer records, product records, supplier details etc
  9. Applications:  All the software required to process the data to provide the information required by the business process for example ERP packages, CRM packages etc.
  10. Integration: Solutions to integrate/combine data from different sources.
  11. Operational Level Agreements (OLAs) and Contracts: Any underpinning agreements required to deliver the service within the SLA.
  12. Supporting Services: Any services required to deliver this service – e.g. Networking.
  13. IT Processes: The processes needed by the service provider to ensure the successful delivery of the service for example Service Desk Management, Change Management, Availability Management, Monitoring etc.
  14. Functions: Any internal teams providing support for any of the components required to provide the service, for example Service Desk.
  15. Roles: Responsibilities, activities, authorities granted to a person or team that control and deploy the resources engaged in the service. For example Problem Managers, Release Managers, Capacity Managers and Service Owners.
  16. Suppliers: Any external third parties necessary to provide the service. For example the Internet Service Provider would be a key supplier for a Web Service.

ITIL (IT Infrastructure Library) Service Management Notes – Part 1

ITIL Service Management defines a number of terms, this primer is a quick reference guide.  You should find this useful when revising for your ITIL Foundation Exam.

Outcome: The output from executing a process that delivers a SERVICE

Service: A way of delivering value to a customer by enabling an Outcome the customer wants to achieve without incurring the overhead of owning the whole process or risks of delivering it.

IT Service: Delivered by an IT Service Provider. It is a combination of technology, people and processes.

There are 3 types of Service:

  1. An internal customer facing service: IT Service provided to another part of the same company.
  2. An external customer facing service: IT Service provided directly to an external customer, for example a music download service.
  3. A supporting service: A service which is not directly used by the business or an external customer but which is required by the IT Service provider to deliver other services, for example backup and recovery.

These service types can be further sub-defined as:

  1. Core Services: These are the (top level) services that would be recognised by the customer as the service they are paying for.
  2. Enabling Services: These are services needed to deliver Core Services. They may be visible to customers but are not sold to them in their own right.
  3. Enhancing Services: Think of these as “Core Services Plus”. They are not essential to delivering the Core Service but are extras used to differentiate the service from its competitors

Service Package: A bundle of two or more services (could be core, enabling or enhancing) designed to meet a specific type of customer requirement or to underpin a specific business outcome.

Service Value: Customers cannot benefit from something that is fit for purpose but not fit for use and vice versa. What’s the point of having a fantastic helpline if its always engaged when you phone it. Service Value therefore breaks down into Utility and Warrenty.

  1. Utility – What the service gives the customer – it’s fitness for purpose. Think of this as the functionality provided by a product or service to meet a particular need. In my example a helpline that will be able to answer any technical question.
  2. Warranty – How it is delivered – it’s fitness for use, eg sufficient capacity, availability, security etc. This is the assurance that the product or service will meet its agreed requirements. This may be expressed formally in an SLA. In my example the helpline will be open 24 hours a day and the call will be answered within 30 seconds.