Service design

This guide provides a general overview of ITIL service design concepts.

Service level management

The service level management process is designed to ensure customer satisfaction within IT service processes. Service level agreements are made between the IT staff and the customers, and the IT desk must monitor their performance as compared to the agreements. In addition, underpinning contracts with external vendors and operational level agreements with internal vendors ensures that these service level agreements are feasible.

Availability management

The availability management process ensures that availability within a system is kept as close to 100% as possible. By both reacting to past service failures, and planning to avoid future service failures, availability management can greatly increase end-user satisfaction with services.

Capacity management

The capacity management process is designed to ensure that business services are not made unavailable by over-capacity. By analyzing past failures and planning for growth of demand of services, capacity management can increase end-user satisfaction with services.

Supplier management

Supplier management is a process that defines and monitors agreements between an IT department and an external supplier.

Service catalog management

The service catalog provides a front end for customers to request items and services. Service catalog management ensures that this service catalog provides accurate and useful information on the items and services.