Episode 14: ITIL service design

Understanding capacity, availability, security, and supplier management in service design

Designing an effective IT service involves more than choosing the right tools. It requires a clear understanding of how the service will operate in real conditions, how resilient it needs to be, and how external suppliers will contribute to it. Let's explore the key areas that shape strong service design in technology procurement, breaking them down into simple, practical concepts.

How capacity management supports service demand

Capacity management is closely linked to demand management. Once the expected demand has been defined at a strategy level, capacity management focuses on creating a service that can meet that demand without constant upgrades or unexpected costs. This stage is about thinking ahead, planning resources, and ensuring the service can handle the load placed on it.

Why availability management matters

Availability management considers how accessible and resilient a service needs to be. This includes decisions around servers, data centres, and networks. If the underlying technology is not resilient, it becomes difficult to hold a supplier accountable for delivering high availability. From a procurement perspective, availability management is about balancing cost with the right level of resilience to support the service.

The importance of information security management

Information security management is a critical aspect of service design. With cyber threats increasing, organisations must be clear about the level of security required from their suppliers. This often involves aligning with recognised regulatory frameworks such as ISO 27001 and ensuring that the correct controls are built into the service from the outset. Defining these expectations early makes contracting far easier later on.

Managing suppliers effectively

Supplier management is not only about overseeing a direct supplier. It also includes understanding how that supplier manages its own supply chain. Effective service design brings this full picture together, ensuring clarity around service levels, capacity, availability, security, and supplier responsibilities. When these elements are established upfront, it becomes much easier to predict how the service will operate and evolve.

For organisations looking to strengthen their approach to service design in technology procurement, get in touch.