IT Service Design

According to a recent study, the main challenge for IT service professionals is the definition of their services. ITIL looks at service design from a techical point of view and seems to forget the realities of complex business structures.

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Latest Activity: Sep 9, 2016

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Comment by Hector Droguett on April 24, 2013 at 0:54

Hi Aale,
In relation with yours August 27 thinkings, I think the infrastructure alone is not a service, but you can offer infrastructure as service. For that you need to put some services on the table. I mean IaaS = Insfrastructure + Services, where the services may be autoprovisioning, administration, support, monitoring, help desk, consulting, etc.

Comment by Aale Roos on October 19, 2012 at 8:39

I have now realized the amount of time and energy which very bright people have spent in trying to define service. It is far too difficult concept to define comprehensibly and not really central to IT Service Design.  

Comment by Aale Roos on August 27, 2012 at 10:41

Welcome to new members. 

I have been lately thinking that is it a mistake to define IT infrastructure as a service? Or what is the difference between infrastructure and service. Has anybody been trying to make sense of IT services?

Comment by Aale Roos on November 9, 2011 at 16:23


Wish that was true.

Comment by Sylvain Cottong on November 9, 2011 at 10:11

Radically put, there is no such thing as an IT project, there are only communication & organization projects. Today most IT enterprise architectures reflect the organizations' underlying business model, and thus the way employees connect between themselves, with customers & partners and the way the organization delivers value to customers. "Code is law". 

Comment by Aale Roos on November 9, 2011 at 8:04

A new idea came to me yesterday. I was doing a workshop on Service Desks with a very diverse group of people. Some were studying basics and some were looking for innovative ideas to improve existing operations. Somehow I had not connected the Service Desk model with Service Design but that should be obvious.

Comment by Mario Solis on May 31, 2011 at 13:10
Thanks as well Aale...
Comment by Mario Solis on May 31, 2011 at 13:10
Both THE ENDLESS PURSUIT OF ALIGNING IT and TRANSFORMING IT into BT very good, refreshing material....thanks.

Comment by Aale Roos on May 31, 2011 at 12:30

I know, started my career in the 1980's. Both of your blogs are interesting and good.

I just got stuck on the word "innovate" and started thinking how to create situations where innovation might happen and I think the key is to get the right people in the same place but of course that does not solve it alone.

Alignment is probably easier that innovation, at least succesful innovation but I believe there is a lot of room for IT innovation right now.

Comment by Máximo Neira Schliemann on May 31, 2011 at 12:12

This subject (IT attitude & behavior) is not new. It has worsen over time.

There are tons of literature about attempts and recommendations to migrate IT to BT (Information Technology to Business Technology). Sorry to use the rear view mirror again but the subject has been an integral part of IT since long ago.

We, IT, and exceptions aside, have not managed to get out of the Operations trap.

CIOs should view their primary practices as the business basics for aligning demand and service management:

1-Develop your IT strategy using service archetypes to meet multiple business needs.
2-Commission execution to service providers committed to the business’ needs.
3-Create a service-oriented structure that can right-size service delivery by archetype.
4-Link individual and team rewards to the performance of the services they manage.

Have a look, it is (yet again) old stuff but still relevant nowadays...



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