Service Design Phase

Service Design at ITS

Once the determination is made in the Strategy lifecycle phase to proceed with a new service offering, the steps in the Design phase will assure that your offering is designed appropriately for both the customers who will consume it and according to ITS’s technology standards and capacity to fulfill.  



  1. Work with the Service Owner Committees to make sure you have the right name, description, and location in the service portfolio for your offering. 

  2. Enter your service offering data into the ITS Service Database.   

  3. When you are ready to submit the new service offering for approval, enter a ServiceNow ticket for the Service Board to review your proposed service offering. 

  4. All applications used to deliver your offering must have a Disaster Recovery Tier assigned.  If you are unsure that the recovery tier for an application is correct, work with the Application Owner to submit a ticket to IT Strategy and Management>Disaster Recovery Planning>Disaster Recovery Planning for a review (DR plans are required for all Tier 0 and Tier 1 services). 

  5. Consult with the Technology Architecture Committee (TAC) to validate that any technologies used to deliver the service are strategic and supported by ITS. 

  6. Initiate a Security Design Review for any new technologies being introduced. 

  7. Engage with Vendor Management for assistance with the IT procurement process as relates to professional services, contingent workers, hardware sourcing, and software licensing and distribution.

When the design of the service offering is complete and approved, you are ready for Service Transition (Deploy)


According to ITIL


Service design includes the design of the services, governing practices, processes and policies required to realize the service provider’s strategy and to facilitate the introduction of services into supported environments. Service design includes the following processes: design coordination, service catalogue management, service level management, availability management, capacity management, IT service continuity management, information security management, and supplier management. Although these processes are associated with service design, most processes have activities that take place across multiple stages of the service lifecycle.